Grotto Park Tours

I booked on hotel app and even called the resort the same day and confirmed I had my room I booked. The staff at resort said I was confirmed. I arrived at 10 pm that night and my room was NOT AVAILABLE!!!! I paid for a particular room with an upgrade with. Room with a balcony and a view. I was out in the only room they say they had and it was no balcony and a room in back with a view of the ac equipment and concrete. I had higher expectations and the staff that greeted me was miserable. She was not helpful at all. She didn’t hear me or help me. I waited a hour for a young man saying he was the manager and he apologized. Waive the resort park fee I believe which wasn’t the same as the upgraded room. They could have done better. Hotel app could have done better. This experience was not well. Especially when I confirmed my room.