This can happen when the account is being viewed in Test Mode and not in Live Mode. Viewing Modes can be set via the toggle on the bottom left of your dashboard, as seen here:
As you can see, in Live Mode you can view the full list of hotels that have been added to the Impala Console, whereas in Test Mode you will only be able to view individual hotels, in the this case The Charleston.
To see a full list of hotels, you will need to make sure that you are viewing in Live Mode.