Philip's Animal Garden

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 reservation did not reflect this. It was extremely disappointing because my mom was only able to leave the room to go eat dinner once a day and make it up 2 flights of stairs. Of note, this was my second annual visit to this resort. Also, when you book "all-inclusive", it only gives you the Signature all-inclusive which only gives you 4 restaurants. Last year, we were able to go to all restaurants in the Divi resorts so there were plenty of options. This was a HUGE disappointment as well. Staff and shuttle drivers were all wonderful as usual and the shuttle drivers really tried to accommodate my mom in every way! Expedia needs to be clearer in the reservations process. I use them to book all of my trips for the most part. I would've been especially grateful to know I didn't have the mega all-inclusive package or a ground floor room...