Guest services
Common questions about staying in our Brickell and Miami units — check-in, amenities, parking, wifi, emergencies. If you don't find your answer, our booking team is one email away.
Standard check-in is 4:00 PM and check-out is 11:00 AM. The exact times for your unit are in your booking confirmation email.
Early check-in or late check-out is subject to availability — email [email protected] with your booking number.
Amenity hours are set by each building's HOA, not by us. Pools typically run 8:00 AM to 10:00 PM but exact hours vary.
The posted hours at the building's front desk are authoritative. We don't control reservations, towel service, or guest passes for the building's amenities — those are managed directly by the front desk.
Most units include one self-park spot. Valet is operated by the building (typically $35–50/day) and paid at the front desk on arrival.
We don't pre-book or hold spaces — confirm availability when you check in. Oversized vehicles may not fit; email [email protected] before arrival to confirm.
Wifi credentials are in your check-in instructions email (sent 24 hours before arrival) and on the welcome card inside the unit.
Lost the credentials? Email [email protected].
Most condo HOAs in Brickell don't allow pets in short-term rentals — this is enforced by the building, not by us. Always confirm before booking by emailing [email protected] with the dates, building, and pet details (species, weight, ESA status if applicable).
No. Smoking is strictly prohibited on the property — cigarettes, vape, and cannabis included, indoors and on balconies.
Violations incur a $500 fee plus cleaning charges, deducted from the security deposit.
Building HOAs typically enforce quiet hours from 10:00 PM to 8:00 AM.
Parties, events, and large gatherings are not allowed. The building's front desk and security team enforce this directly, and violations may result in immediate termination of the stay with no refund.
For life-safety emergencies (fire, medical, intrusion): dial 911.
For non-emergencies in the unit — lockout, AC failure, plumbing, lost key, appliance issue — email [email protected]. We monitor inbound messages 7 days a week.
Email [email protected] within 2 hours of check-in with photos and a description.
We address issues quickly and, where appropriate, refund or relocate.
Extensions are subject to availability for your specific unit. Email [email protected] with your booking number and the requested new check-out date.
Our booking team handles all guest matters by email — reservations, on-site issues, extensions, refunds. Reply times are typically under 2 hours during the day.
Email [email protected] Mention your booking number for the fastest response.