Per our lengthy discussions prior to your arrival, a penthouse level unit was not guaranteed and would only be provided if it was available. Also per our discussion, the resort fees are mandatory and charged by the hotel. This is completely out of our control, and was communicated several times during our discussion before you booked. Any amenities needed are a simple phone call to the front desk away. I'm unsure of any communication break downs, I know we personally spoke on the phone, and I'm also aware of the rude rant you had with one of our reservationists. We wish you better luck elsewhere.