Business ProfileforCaribbean Baseball Goodwill Tours

We joined a ** group: Caribbean Goes Country - ****** ********* in April 23; initially scheduled solely in Holguin, Cuba. We purchased 2 tickets for the music event which was supposed to be an exclusive private event. A few months later they offered a secondary resort at Grand Memories in Varadero with an upgrade option to Sanctuary at Grand Memories Varadero (adult only). We had been at the Sanctuary resort in 2017 and decided we preferred this option. We contacted ****** and team to inform them we wished to attend the event in Varadero with the upgrade specifically to Sanctuary - we advised we would NOT stay at the Grand Memories end. We had initially said close to the beach and quickly changed the information to ground floor, poolside as I have mobility issues. We were told this would not be an issue as we were the first to ask for both Sanctuary as well as ground floor, poolside accommodations. We provided my credit card information and thought everything was taken care of as we wished. As the anticipated date drew near, we became increasingly concerned as the information we were receiving didn't match what we had earlier received regarding our accommodations. We contacted ****** who again assured us even if our paperwork didn't match, he would make sure we got the accommodations we had requested at Sanctuary, **** ********* from The Agent Next Door did too - ****** is also a consultant here. We did not receive what we were told we would upon arrival. We did not receive the promised accommodations, the free seat selection on our flight as stated, the transport from the airport to the resort resulting in taxi charges, we were also charged an additional fee for those with Sunwing, we were with ******* and have requested via email and phone that it be returned, the "tickets" purchased for music was not exclusive or VIP it was free to the entire resort. Not enough space to further explain & attachments are limited- I do have voice recordings confirming I can send.