We were delayed out of Europe, spent too much time lining up and getting through border control in Miami, so we arrived at the hotel at 11.30 pm.
The hotel was prepaid.
As we arrive, they won't look us in the eyes and one front desk person leaves the room and leaves the other front desk person to deal with us. It turns out - after she's been at the computer for more than 10 minutes - that they've sold our room to someone else.
After us, 5-6 people also arrive to the same message.
We are told that they will try to sort it out and it should be 30 minutes.
We wait and wait and wait and at 1.00 am we all ask to find a different hotel ourselves, but are told that's impossible unless we want to pay ourselves and the next hotel and return the day after at the elements hotel to get a refund. Otherwise we have to wait for their manager to ask through their system, where to place us.
We end up trying to sleep in their lobby (I had two kids who were forced to sleep in chairs in a lobby!!!!), until they 'solved' the situation at 02.30 am by sending us 20 km away to a hotel with no shuttle service and no breakfast included.
So instead of spending a day in the little Havana area and grabbing the shuttle service back to the airport, we spent the day trying to solve how to get to the airport and making sure we had breakfast.
I have never ever been treated like this anywhere in the world. The front desk personal could tell us absolutely nothing and the rigid administration keept us hostage