Icon Residences by SS Vacation Rentals — Hotel in Miami

I booked here through Airbnb. So first off the lady who checked us in, Elena, was so extremely sweet and nice and patient with us. She was very professional and helpful through our whole stay. This was our first time visiting Brickell and actually staying the night there. The view of our room was amazing. Also, if you’re not familiar with Brickell, it can be quite confusing navigating where to go. There are SO many tall buildings it’s hard to find where you’re actually going. And this particular place was like a maze. You have to pull in like you’re going to the W hotel, go around the little loop around and come back, almost like a U turn into the hotel/residence valet area. There’s no like, driving up to the valet, you have to go through this little maze. Very confusing. Then we got checked in. The people at the desk didn’t seem very friendly, they almost looked annoyed to be there. But I don’t blame them either they were completely swamped with other people and I’m sure it’s like that all the time. It’s a crazy place. Second off, The elevators are EXTREMELY SLOWWWW. I think only ONE was working when we were there.. and there was 8 elevators. There would be 30-50 people sometimes just waiting for the elevators. This made the stay so frustrating. Then people would pack like sardines in one elevator because we’ve all been waiting 15-20 min for an elevator to come down. It was so uncomfortable. I had my 5 year old with me, when I went down to the spa a dark skinned lady was in the elevator and 3 of these dark skinned men came in and commented on how her “backside” was taking up too much room in the elevator. And chuckle when she’d leave. All I can think of is, thank God I didn’t have my daughter with me. When she exited the elevator, unfortunately I was trapped when those men alone in the elevator and just felt so extremely uncomfortable and weirded out by their behavior. Even the women they commented on seemed annoyed when she exited. I couldn’t WAIT to get to my damn floor. Then I went to the spa. Which is beautiful. I had my phone and there was about 5 people total in there, there is a no cell phone policy in there. And when I say NO cell phone- I mean you can’t even look at your phone, nothing. There were two Hispanic gentleman in working down there and when I wanted to text my husband that I made it down okay he immediately came to me and said “excuse me miss, no phones” I’m dumbfounded because it wasn’t like I whipped out my phone and started filming everything & everyone. I literally just wanted to text my husband. So beware of that. I actually did get a quick snap when I was leaving (NO PEOPLE IN THE VIEW) because it was already 8:20-ish (pm) and everyone had left. There was one girl in the hotub and she was FACETIMING her friend when I left. I thought oh wow… that’s real nice. Then I go back down the maze to the 15th floor, and the lady who originally let me up LOCKED the door to the pool area and it was only 8:30pm. So I had to go all the way back to the spa (14th floor) and told them I’m locked out. They seemed irritated when I told them this (not towards me towards the lady who locked me up) and the kind lady gave me these crazy directions that I knew I wouldn’t remember out of the building. Eventually, I got lost. Some other lady came to help me from the gym area, and led me to a parking lot. She said “go up that elevator” so now I’m in this parking lot in a COMPLETELY different building (the W hotel) I have PTSD and severe anxiety. I was starting to get flustered at this point. A kind man entered the elevator and could tell I was hyperventilating/panicking and pressing a bunch of buttons on the elevator and asked me where I was trying to go. I told him “The Icon Residences” and he gave me a puzzled/confused look. I Didn’t know each building had a number. Anyway, he sort of helped me and eventually found my way back as I walked all the way back to my building. I broke down when I got to my room and realized I had a bad rash in between my legs. Just be aware of that. It’s a...

Do not book this place!! Look the other way!!

I was going to give this place 3 stars, but Alejandra O and Alex(might be the same person)got the other 2 stars taken away! The customer service at this place gets 0 stars! There is a lack of communication between the employees. The place is not a resort, it is apartments. I paid almost $500 a night and it was only worth maybe $100 a night. I paid $75 for parking at check in which was $25 a day for 3 days. Parking is way across the street from the apartments. I received a $30 ticket from the parking lot the day after checking for nonpayment. I guess one of the employees forgot to pay for my parking with the $75 that was charged to my card.

When I got to the room (2910) there was gum on the night stand. I sent pictures and was told that they were sorry and would give me a complimentary cleaning the next day at 3pm. I called them at noon the next day to see about getting extra towels when I was informed by Alex(I think it’s the same person Alejandra O) that I wouldn’t get the complimentary cleaning at 3pm bc the cleaning ladies were getting off at 2:30pm so I stated to her that the cleaning lady could just come at 2pm. At the time of the call I also stated to Alex that the door to the master bedroom wouldn’t close without slamming it. Alex said that she would send maintenance at 2pm with the cleaning lady. At 2:04pm, I called and spoke with a clueless male employee and was put on hold for 3 minutes while he spoke with Alex. He finally connected me with her after I told him I wasn’t going to hold again. Alex came to the phone with an attitude and stated that she told me the cleaning person would be there at 2 something not 2. Which is a lie...I then told her to just forget about the cleaning and just make not that it was offered to me, but wasn’t done. I emailed the so called resort to inform them that nothing was done and Alex responded with an attitude stating that someone from the resort called me early that morning to confirm my cleaning which is also another lie. I called them at noon, no one called me! Then she stated that if I still wanted the cleaning she could reschedule it for the next day. I declined because it had already been rescheduled and I wasn’t spending my 20 year anniversary waiting around for them to do what should have been done before I got there.

My checkout was for Sunday. I messaged Alejandra O on Saturday and stated that I would be checking out at 5:30 am and I needed to know where to leave the keys. She stated to me to go to room 3506. I said ok and thanks. At 5:30 went to room 3506 and no one answered the door or the emergency phone number. I waiting 5 minutes before hanging up. I had to leave the keys downstairs at the front desk. I emailed the resort after I left the keys telling them where to get them from. I just checked my email and there was an message from Alejandra O stating that the business hours are 9pm and that I never told anyone what time I was checking out. I replied with screenshots of the messages between Alejandra O and myself the day before where she stated to me to go to room 3506 after I told her I was checking out at 5:30 am. She hasn’t replied to the message..

The master door was hard to close, the door where the water heater is did not close all the way and the toilet to the master bath would not flush! I sent pictures and videos to there email as proof.

I don’t know who own this property, but Alejandra O, and Alex (might be the same person) needs to be fired and you need to take better care of the apartments because they are outdated. The furniture is ok, but the inside structure needs updating! This was my first time visiting Miami and will be my last because of your The Icon Residences by...

If I could review this lower than one star I would. I recently stayed here for work and unfortunately it was one of the most horrible rental experiences I have ever gone through. We booked for 3 nights of our first week of the trip and 3 additional nights the week after. First of all let me start by saying that we booked through hotel booking, with a price that was around 100 a night. Upon booking they charged us an additional fee that we were completely made unaware of until after of 250 dollars. I felt scammed from the start but tried to keep a positive outlook. After booking we received confirmation that our check in was at 2. We arrived at 2 after traveling 8+ hours, extremely exhausted and were told that check in was at 4 and that there was nothing we could do despite their email clearly stating check in was at 2. Check in was miserable they do not have parking and charge 30 dollars a night for valet and additional charges every time you move your car. The valet workers were very rude and made us unload and carry all of our bags alone without offering any assistance what so over. Once check in was almost complete they told us we had to pay an additional 250 dollar deposit that was also not listed anywhere. We paid the deposit in cash and stayed for 3 nights Upon our return the following week we experienced the same issues with valet and check in, however this time there was a different gentleman checking us in. We were prepared to pay for the 250 dollar deposit once again but this time the man said “ oh if you are paying cash it’s actually 300”. We mentioned that we stayed the week prior and paid 250.... Not a good look, so I spoke with the manager who stated that the deposit was “200” which after I approached him about the price said oh actually it is 300. It seemed as though they were trying to scam us at every opportunity and were extremely rude when we asked for clarification on pricing. Do yourself a favor and DO NOT STAY HERE. This rental company is scamming people and have the absolute worst customer service I have ever experienced.

UPDATED AFTER OWNER RESPONSE: JUST FYI TO ANYONE WHO WANTS TO STAY HERE THE THEY ADVERTISE A LUXURY POOL THAT IS NEVER OPEN and has not been open for 2 years!!!! FALSE...