TravelSmart VIP review: Membership rules and customer service - ignorance of your employees

We are members with Travelsmart VIP and recently travelled to Royalton Antigua November 23-28, 2023.

Our booking agent confirmed for us that if we booked the Swim Out room we would receive upgrade to the next level of room, the Chairmans Bungalow, with our membership, if it was available. We booked the Swim Out with the chance of being upgraded to the Bungalow over the water as promised by the agent we booked with.

When we arrived at the resort we inquired about the availability of the Bungalow and they confirmed that it was available for the last 3 nights of our stay.

They also told us it would be an additional $7020 USD to upgrade to this room - this should have been an upgrade at no cost as per what the booking agent told us and our membership states. Travelsmart would be responsible for the cost of the upgrade as part of our membership we purchased in 2019.

We did not pay the upgraded cost and were not given the upgrade.

We called Travelsmart to inquire about it - the person we spoke to, Luis, told us he went back, listened to the recording of when we booked, and he confirmed that the booking agent did tell us we would get the upgrade to the Bungalow for free if we booked the Swim out room. And Luis also told us that their resolution was that we could have the Bungalow if we wanted to pay the additional $7020 USD, and that this situation was "Amazing" - it was anything but amazing for my wife and I who realized we had been scammed by Travelsmart and now this guy was telling us it was "Amazing". He was very ignorant, we were not pleased.

Since returning home, we have reached out to Travelsmart further and have been dealing with David Daza about this. He also has been ignorant to us and has ignored our requests.

Noone can show me where it states that the Bungalow would not be considered for an upgrade - David claims this is a rule - I guess it is unwritten - what other rules are unwritten?

We have done everything to have our complaint heard and everyone we have dealt with from Travelsmart has been ignorant to us.

Travelsmart cannot show us in writing where the Bungalow is excluded from the upgrade.

They told us if we booked the Swim Out(additional $800 USD) we would be upgraded to the Bungalow if it was available.

The bungalow was available during our stay and the resort wanted an additional $7020 USD.

Travelsmart lied to us when buying our membership.

Travelsmart lied to us when booking this trip.

Travelsmart has disrespected us and has been ignorant since this situation occurred.