Thank you for your feedback. We certainly appreciate all of our guest's feedback, as the positives and the negatives help us grow and learn how to provide more offerings for our guests needs. With that, I'd like to help respond to a few of your concerns, so that you will hopefully feel that your feedback is heard and Locale is committed to your experience - even after checkout.
We're sorry we didn't have any higher-floor apartments available at this location during your stay, as we were fully committed, however we do advertise the room as pictured. All of our apartments (we have 8 at this particular building) are styled and furnished exactly the same so as not to create any confusion for our guests. The only difference is that some units have a balcony and some have a patio - which are indicated in the listing information, under "Extras" : Balcony and/or patio with seating. We cannot guarantee which apartments are available upon booking, but we always do the best we can got grant requests as made! It looks like this particular stay, we were 100% booked and could not move anyone to get you a higher floor. In response to your comment, though, we understand how you felt and are disappointed we couldn't do anything to better the view for you. Your particular apartment was on the 2nd floor where the pool courtyard is located and the outside patio doors do lock from the inside to protect your security.
We also admit that we tried to work around the glitch that was forcing us to not be able to change your reservation in the system, however, we have already sent the refund request to your account. We certainly honor our guests and are happy to provide refunds or credits, where due, when the situtation applies. In your particular case, it was a guarantee you'd be receiving that refund as we were happy to try and work to cancel that last evening.
All in all, Grant, we're disappointed you did not feel happy with your stay. We are committed to trying to provide an amazing experience each and every time. When something doesn't go right, we feel it as well and hope to do everything in our power to make it better. We'd love to have the opportunity at a second chance for a first impression in the future. If you do wish, please reach out directly to us and we'll take care of you. Otherwise, we really appreciate your feeback and thank you for providing it to us.