My check-in experience was extremely frustrating and unacceptable.
I arrived on Friday during the Formula 1 weekend, when Miami was very busy. Despite having a confirmed and fully paid reservation, the hotel informed me upon arrival that they had no room available. They claimed this was due to a transition from Kimpton, saying reservations made before March were not valid. This explanation is very hard to believe, especially since neither the hotel nor the platform contacted us in advance.
After long discussions, they suggested moving us to another hotel at our own expense. However, due to the event, no rooms were available anywhere. We asked to speak with a manager but were told they were in a meeting.
We insisted the situation was unacceptable and requested written confirmation. After nearly two hours of waiting and making it clear we would not leave, we were suddenly told a room was available.
My friend, who booked through a different platform, was told the same story—and a room also “appeared” for her.
This made the situation feel dishonest, as if rooms were being held to resell at higher prices. I have traveled extensively and never experienced anything like this. I believe others should be aware.
