I was very excited to stay at SLS Lux Brickell with my wife for a three-night leisure trip. We usually go to the Fairmont, Sofitel, or Ritz, but this was our first time at SLS Lux Brickell, and we were both looking forward to an enjoyable stay. Upon arrival, there were two guys at the reception desk, one wearing glasses and the other without. The person who helped us check in was the one with glasses. He told us our luggage would be brought up to our room, but it never arrived. After waiting for about 20-30 minutes, I went down to the lobby and found our luggage still sitting there. I informed him that I would carry the luggage myself. He never apologized, but the other staff member was attentive and tried to help. Secondly, the air conditioning in our room was not working. When I called the front desk, I was told an engineer would come to take a look. After waiting for another 30 minutes, I got tired of waiting and went to the reception to ask if our room could be changed, which they granted. Coming from the New York area, we were tired and found it difficult to settle in at the hotel, which we had been so looking forward to. During our stay, there were other issues as well, such as debris on the swimming pool floor and not granting a late check-out. I believe one of the most important traits of a five-star hotel is its hospitality, making guests feel welcomed and providing excellent service. Unfortunately, these qualities were absent at this hotel. Having stayed at many five-star hotels during my travels, this was by far the worst experience. The property is in a good location, and the rooms were decent, but the staff's lack of attentiveness significantly diminishes the hotel's value. Upper management should pay more attention to similar issues raised by customers in reviews if they want to uphold the value SLS Lux aims to deliver. Perhaps I should write an email to corporate headquarters to address these concerns.