Makes a lot of sense actually. This whole incident is very Miami. "Oh, it will be ready soon" (translation: will never be ready), "We'll call you back" (translation: you're not hearing from us), "It's someone else's problem" (translation: I don't care), "Let me contact my manager" (translation: there is no manager).

Very much par for the course of the Miami "service" culture.

Now if you had gone running naked down Ocean Drive screaming about how the Gates lost your clothes, you would have become an instant celebrity and they would have made things right immediately.