Stardust Hotel in Miami Beach

We booked through Booking.com and have been trying for days to contact Stardust Hotel — countless emails, calls, and messages, yet no reply whatsoever. The phone line rings endlessly, and no one responds to emails, either from us or from Booking.com themselves.
There was an obvious mistake in our reservation (two rooms booked for two people on the same dates), yet the hotel completely ignored every attempt to resolve it. Their so-called “check-in policy,” where reception only opens between 3 PM and 10 PM and guests are fined for arriving later, is something I have never encountered anywhere in the world — it should be clearly stated before booking, not hidden in small print.
This experience felt unreliable and borderline deceptive. I have opened a dispute with my bank and strongly advise others to think twice before booking here. A hotel that refuses to communicate with its guests should not be featured on any major travel platform.

Tried to book the hotel through booking .com and kept getting messages to update my card for payment . After following directions , the site is saying if we cancel we will get charged a 196$ cancellation fee. I tried numerous time to contact the hotel; no answer . I left messages but am unsure with whom because there was no greeting on the answering machine .
I contacted booking .com to resolve the issue and was shocked that they were leaving the decision of a refunds to the hotel when I felt my dealings was through the booking site . ( I will be leaving a review for them as well) never less to say "after " my reservation was cancelled through the booking site .... the hotel decided to charge my card a full payment of the stay . I once again called booking to see what's going on and they finally was able to get in thought with the hotel .
So the the booking site with the hotel sends me a very detailed and professional letter stating that I have a room and also I need to send them the exact time I need to arrive or suffer late fees and now I have to pay a security deposit. Mind you , they have already taken out the full pay on a card that wasn't supposed to be working; to which ...if I press the cancel button on booking -I would have to pay the cancellation fees .
My trip is 6 months out in advance , therefore I want a hotel who can be more professional careful with my money .i also want to directly be able to speak to someone if I will stay anywhere. This hotel almost directs itself like it's a scam . I was very scared to stay here nor will I deal with the booking site . They did refund all my money but still blamed the cancellation on my payment declining that they freely took !

1-17-2026 A day later - a reply was posted contradicting my review so now I'm going a step further and posting pictures . I have no reason to lie . Nor do I benefit from posting reviews. I wish this place would own up to what they do. Also I am a graduate from LSU with 2 degrees in Business... my comprehension and reading is perfectly fine . Thank you I will post our convo for the world to see the truth . This is not slander . The pictures show the transactions and the room cancellation . You shouldn't own a business if you can't take this situation and do better . Once again bad customer service . Please post again to prove my point ! Thanks again and this it my last piece of energy you will have.