SLS LUX Brickell in Miami

This hotel represents itself to be a 4.5-star hotel, charging rates that are in line with any 5 star hotel in the same area, but the service and competence of staff is equivalent to maybe a 3-star hotel. Below are the issues we struggled with:

Room Service: We were told it is a HARD RULE that we have to leave our room when the room was being serviced. This was already ridiculous considering I should not have to leave a room I paid for. On one of the days, my fiancé and I were in the middle of work but we were made to leave so our room could be serviced (other option was to leave room unserviced - why would we want that? We are in a hotel for many reasons… so that we don’t have to clean anything ourselves is one of the reasons). We were told the work area was only for residents and the only place we could continue working was on the sofas in the lobby or at the outdoor pool area with music at an extremely loud volume. Due to lack of appropriate work space, we kindly asked that our room be serviced immediately so we could go back to work in our room after - staff told us housekeeping was in our room already and needed 20 minutes. 20 minutes later, we went back to our room, and found that housekeeping had NOT EVEN STARTED working on it and were nowhere to be found. We went down and addressed this with them and in the end, had to wait over AN HOUR to get back into the room we had paid for. In response to this, we were told the hotel would give a concession - we have NOT received any concession.

Evening/Night Time Service: They have one runner (a security person) sending things that residents need upstairs after business hours. We waited over an HOUR for tissue boxes one night. Again, maybe 3-star hotel service at best.

Charges: We have Chase Sapphire Reserve and the credit card gives certain perks like free breakfast and resort credit - on our final bill, NONE of that was reflected. We’ve stayed with numerous Chase Sapphire Reserve hotels - this has NEVER been an issue. We now have to spend HOURS on the phone with Chase to get these unauthorized charges resolved. The hotel said they couldn’t do anything until their manager arrived “tomorrow” so it would be our responsibility to call after we checked out to resolve the PROBLEMS THAT THEY CAUSED IN THE FIRST PLACE. On top of that, we already paid the amenity fee through Chase and were told by the hotel that we did not pay and need to repay the amenity fee. Charges totaling up to $500 are all wrong, just to give an idea of how ridiculously wrong our receipt was. On top of this, the previously promised concession due to problem #1 was never reflected on the receipt. Note my fiancé has already been stuck on a call with Chase about these issues for 45 min at this point as I write my review and Chase has confirmed that we do not owe such amenity fee and have the perks described here.

Misc: There are a number of other issues like traffic in the area makes it very hard to get picked up by a Lyft / Uber and loud cars without silencers can be heard at all hours of the day (we were on the 7th floor and this was still an issue), but I won’t even hold this against them because that’s just Brickell. The other issues above are SPECIFIC SLS ISSUES, and I find it ridiculous that they could be charging the rates they are while their service and competence can be so not up to reasonable expectation of a type of hotel that they represent to be.

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Extremely Disappointing Experience – No Clean Sheets, No Support

I stayed in an Airbnb unit (Room 509) located inside this hotel and paid over $600 per night.

On the first night when I arrived, the bed sheets were very dirty. They had human hair and even blood stains on them. It was clear they had not been properly washed.

I immediately requested assistance from the hotel, but they told me they were not responsible because the unit is managed separately as an Airbnb.

It was late at night, and I tried to find a store to buy new sheets, but everything was closed. I had no choice but to sleep in unacceptable conditions.

The next day, someone was sent to replace the sheets. The person did not speak English, which made communication very difficult. The sheets he brought from the laundry were also dirty and had human hair on them. He did not provide clean sheets or a blanket.

I was forced to go out and buy my own sheets and blanket.

This was a very frustrating and disappointing experience. For over $600 per night, I expected basic cleanliness and proper service. No one took responsibility, and no one was able to properly assist me.

I cannot recommend this place.
The hotel people very professional the Airbnb. I’m highly not recommended to nobody. This is two different things remember that.

I stayed at SLS LUX Brickell (Room 201) and this was hands-down the worst hotel experience I have ever had in my life, and I am a frequent traveler. I could not wait to get out of this property.
First and foremost, the room assigned to me should never have been available to any guest. My room was located directly above a nightclub, and from 11:00 PM until at least 3:30 AM, the noise was unbearably loud — so loud that I could not sleep at all. The music reverberated through every surface and literally shook the bed, the furniture, and even the bathroom fixtures. It was impossible to rest, and the vibrations were so intense I felt them in every corner of the suite.
This is a major failure of basic hotel operations — placing a paying guest above a loud entertainment venue without adequate soundproofing is astonishing. Many travelers online have also reported poor sound insulation and noise issues from outside and adjacent areas, confirming that this isn’t an isolated problem with this property.

Breakfast — NOT what it claims to be
Despite being advertised as included, the breakfast here can only be described as a joke.
There are no choices, no menu — the only offering available was:
Scrambled eggs
Bacon
Toast
Potatoes
Additionally, there is only outdoor seating area for breakfast. This is completely unacceptable if weather conditions aren’t perfect — and in my case, it was cold — meaning I sat shivering while trying to eat cold food. In what world is this a “breakfast included” service? Multiple reviewers for this property also note confusion and disappointment with breakfast offerings — including limited options, outdoor-only seating, and late/unstructured service.

Not sure where to start! I booked this place for the roof top. I was doing work there at 6 pm security kicked me off saying area is closed!! Why?? Then I went to the gym later and they also kicked me out at 10. Which hotel does not have a 24 hour gym. The lights were on. No one was there and they just kicked me out for no reason there’s also a whole maze of a system between residence and hotel guests, and you can’t access a lot of the doors without being a resident as they have these biometric scans so I ended up getting stuck between two doors on the rooftop for 30 minutes with no help and only by accident someone saved me. Overall horrific experience stay away. Also steam room is advertised, but it’s within the spa that has very limited hours and also within the maze that Hotel residence don’t have access to. all nonsense.

I have never experienced a hotel stay as disappointing and unacceptable as this one. My room was in extremely poor condition and multiple basic amenities either didn’t work or were flat-out unsafe.

When I arrived, the wallpaper was peeling off the walls, the counters had visible rings from the previous guest, and only one nightstand light worked. The other was stuck on and couldn’t be turned off. The shower was installed backwards, and even after following the posted instructions, the water never got warmer than lukewarm.

The porch door was broken and couldn’t be opened. I contacted the front desk, who said they would send an engineer, but no one ever came. Later, the toilet stopped working completely, leaving me with no functioning plumbing. There was no in-room literature about amenities because it was only on the TV — which also didn’t work.

I reported everything, but nothing was resolved. The room was unsanitary, unsafe, and absolutely not what I paid for. This hotel needs serious maintenance.

To make matters worse, when I requested a refund for these extensive issues, the hotel refused.

The closet at the room was full of cleaning, kitchen and personal items …. The bathroom was more a 3 star hotel with No amenities other than shampoo and liquid soap….the hotel has NO ROOM SERVICE after 5 pm
!!! And has NO IN-HOUSE RESTAURANT !!! , no privacy at all , finally , it’s noisy ALL DAY AND ALL NIGHT LONG , yo hear the sound of all this exotic cars revving up and down the street and the sound goes directly inside the rooms , there is no way you can relax …. this hotel is sold as a luxury hotel, and is NOT …. definitely NOT as a luxury hotel