Response from Visha:
The 1st photo shows the whole resort complex and not specific apartment. As explained to Chris there are over 40 apartments in the resort complex, each with a different view and as long as preference is indicated at time of booking, I do have the flexibility to secure a different apartment according to guest preference (ground floor, first floor with balcony etc.). However in this case, Chris had not indicated his preference at time of booking or anytime before checking in.
When he did highlight to me his preference on the day of check, I did try to accommodate his request by speaking to the resort manager at the time (Xmas period not withstanding) to offer a move to different apartment on the 2nd floor with balcony. He later decided not to move due to logistics. I then offered him a small refund instead as a gesture of goodwill.
Regarding comment on the condition of the apartment. This is the first I have heard of it. All apartments do come equipped with basic facilities as described including aircon, electric fans, washer and dryer facilities. I will take Chris's comments under advisement and investigate further with resort management.