I booked my reservation at the Fontainebleau (FB) in Miami via HomeAway. As required my four-night stay was prepaid at the time of booking. My party of five and I arrived at the FB on Thursday, 8/31. We checked in and were assigned to room 1903. The room was very nice with a wonderful view. On Friday, 9/1 I received a text from the HomeAway manager asking why I had not checked in, I responded that I had checked in. On Saturday, 9/2 I received another text asking what room I was in, I responded that I was in 1903, she responded your supposed to be in 1815. I quickly went to the front desk to inquiry about the mix-up and was told I had two bookings and they blamed it on HomeAway. I asked what could be done as my RSVP with HomeAway was only $450 per night, while FB direct was much more expensive per night because of the holiday weekend. I was told by FB that I would be charged for Thursday and Friday and I should move to the room I was supposed to be in for the remaining two days. They charged me $1598 for two nights, almost the total for my four night stay with HomeAway. FB recommended I get reimbursed from HomeAway as it was their error. I asked FB if they would discount my room to $450 since it was also their error as I should have been told when I checked in that I had two reservations and I was not. After serval attempts to speak with a manager I was told on the following day (now Sunday) that FB could not discount my room and that I should take the issue up with HomeAway. HomeAway insists they could not double book me as unit 1903 is it not one of theirs. Long story short I am out $1600 and neither the Fontainebleau nor HomeAway could care less!
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This complaint and/or review was posted on HolySmoke.org on 05:57 am, October 12, 2018 (CST) and is a permanent record located at: https://www.holysmoke.org/scam/fontainebleau-florida-hotel/.
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