Business ProfileforSofitel Miami

see attached We booked one night (12/4/21) and then a while later decided to go for two nights so we booked the 2nd night (12/3). Upon checking we stated it was for two nights just so we wouldn't have to change rooms. We went out for lunch the next day and shopping- we came back later to get showered and dressed for dinner for our friends' wedding rehearsal dinner. At this time our key wouldn't work. We went to the desk and Omar was very rude. Omar reported he was the manager on duty and there was no one above him to speak with. He told us someone canceled our second night, but did not know who (It wasn't us as we were leaving for the cruise Sunday AM). He made us stay in the lobby for hours stating he had no rooms. TripAdvisor reported they showed that we booked 2 nights and it was showing in their system. I am not sure what the issue was on the hotels end. Omar kept stating- ok well you're not listening to me so I don't have to say anything to you. We tried several times to explain that we had a room for the night and even tried showing him the TripAdvisor receipt and booking. We spent hours trying to talk with Omar and TripAdvisor to resolve this. Now at this point we missed our friends rehearsal dinner for their wedding (we were not going to go in yoga pants that we were shopping in all day). Finally hours later I asked Omar to just book us a room (miraculously he happened to find one after he said they were sold out). So now I had to pay an additional $600 for a room that I already had booked and paid for through TripAdvisor. The gentleman that was up front with Omar was helpful and it was known that he did not agree with Omar's way of dealing with this. He brought us to the room to help us bring the luggage to another room. I have never been treated this poorly. I worked in the restaurant business for 20 years and I would never treat a patron this way. My friend and myself are both ICU nurses and we're trying to enjoy a break from the pandemic. This was awful.