I booked the hotel via Hotels.com the morning before our trip. I received a confirmation email immediately. 7 hours later, I received an email from the Operations Director at the Moxy titled "reservation unavailable" which contained the following:
"We received your booking today - Thank you so much for considering Moxy Miami South Beach for your stay! We tried reaching you by phone but were not able to reach you.
Unfortunately, at this time, we don’t have the KING Room you selected. We are happy to welcome you, we can secure a room- however it's only the BUNK BEDS Apologies for this glitch.
Please call us Marriott Hotel Reservations: 1(888)236-2427 if you have any questions."
I did not receive a voice mail and my call log confirmed no one "tried to call" before they DOWNGRADED my room due to their "glitch".
I responded at first opportunity.
When I had not received a reply the following morning, I called the number the Operations Manager provided to see if 1) why my room was downgraded instead of upgraded as a result of their "glitch" 2) if I still had a room at all when I arrived in two hours. They could see what had transpired and confirmed better rooms available. However, they were not able to change the reservation. That apparently can only be done at the hotel. They tried calling the front desk but could not get through. They sent them an email and suggested I try calling. After multiple attempts, someone finally answered and moved us to a queen room.