Brickell Arch, a Luxury Collection Hotel, Miami

Delayed my response, due to multiple attempts to resolve an unfortunate situation at the hotel during our stay. However, I am going to fair, honest and transparent on our review. -Overall the stay was great until, 30May25, appx 1130 we were on way back to our room and experienced elevator malfunction resulting in being stuck in between Lobby and 1st floor for almost 2hours with 5 other guests. Having a government/state background FEMA, crisis response and etc. There were some errors in their response and handling of the situation *Inside Elevator: Push to Call, Alarm and Fire buttons did not work! *After everyone inside trying calling from cellphones no signal due to be inside the elevator, I got a faint signal from Wifi, attempted to call front desk to let the know we were stuck in the elevator. No response and it went to the call center outside the hotel. The Customer service rep answered, i clearly explained the situation 2X times, she stated "I need to hang up and call the front desk, I said no can you do that and I remain on the line with you. She stated no, I said ok and hung up. I was able to call local 911 who responded properly, having me remain on the line, dispatching Fire Rescue and notifying the hotel. *Fire rescued responded in less than appx 40mins, they braced the doors open and all 7 of us climbed down with Fire personnel aiding in lowering us to Lobby floor. Oscar Chapital (Guest Services Manager) on duty during the incident did what he could to ensure all information was taken from guests involved, ensuring our care was of importance and provided With coordination with His manager and or higher supervisor, Comp'd our 2 day stay. Upon checkout, I commended him and stated my background wanting to ensure this is a lesson learned event, I want to file a formal complaint to be routed to Corporate for documentation purposes, personal account and or aiding in addressing any errors or broken processed/response actions. Mr. Chapital stated there is no formal complaint filing process and all quests involved was and is collected and routed accordingly. I stated there was no stated taken from me and I wanted to file a formal complain and or email to internal Managment and Corporate. I stated i would like a contact for his Manager in which he gave me Alejandro Franco, Hotel Manager. Mr Franco and I have been emailing attempting to resolve but unfortunately that hasn't happened.

Everyone was very helpful!

My family of three recently enjoyed a wonderful two-night vacation at the Hotel AKA Brickell in Miami, and we couldn't be more satisfied with our choice. The hotel is housed within the impressive, modern Brickell Arch building. While it clearly caters to business travelers, we found it equally welcoming and well-suited for vacationers. Our room was spacious, meticulously clean, and furnished with high-end, stylish pieces. The bathroom and shower were excellent, and the bed was incredibly comfortable, ensuring a great night's sleep. We also loved the fantastic views from our room. The staff were consistently nice and helpful throughout our stay, which made a big difference. We also enjoyed the swimming pool, even though it was located in a separate building. Being part of a multi-use building that includes offices and residences meant a minor inconvenience of switching elevators, but this was a small price to pay for such a prime location. The hotel is situated in the heart of Brickell, Miami's vibrant financial district, putting us within easy walking distance of numerous excellent restaurants. Parking was available for $50 overnight, but we easily found more inexpensive alternatives using the SpotHero app. Overall, we highly recommend Hotel AKA Brickell and would absolutely love to return on our next trip to Miami!

I reached out many times because I was curious about my payment first line I called to them they picked up but left me hold the line and seem like they forgot I was still on the line then I keep calling but no one pick up and I called to another number she said I need to call to that number also I told her the reason why I called this number but she did nothing she just said they might be get busy and that’s understandable but I keep calling women picked up the phone she asked my my booking number and my name I think everything gonna workout for me cause finally she picked up and asking about my information and then left me on hold for 20mins now and seem like not gonna call me back and having the attitude when I just asking bout my payment