"It’s a beautiful place"

"I requested months in advance for a ground floor room because of my elderly mother coming with me. Since that request, she has broken her hip and has been recovering. We were put in a 3rd floor room (no elevators, all stairs) and told no other ground floor rooms were available. Although I didn't receive a confirmation for a ground floor room months ago, just told that my request was noted in my reservation by the resort, the staff said that the room I booked was 2nd or 3rd floor only. The...