Rated 1 out of 5 by Tickedoffandtired Useless doors, pointless elevators
I can't begin to say how disappointed I am with this hotel. The doors are made out of metal, which you think would be sound resistant, but it is the exact opposite. You hear every person in the hallway (and my room is in the corner) and every door slam is louder than a car next to you in a parking lot - which is especially amazing when 2 kids decided to keep hiding back and forth in each other's rooms at 730am.
But the real kicker are the elevators. The first day it took 10 mins for one to come that wasn't filled, but today 4 just passed me without stopping - after 10 mins - I had to walk down 19 flights of stairs so I could make sure I didn't miss my appointment. Totally unacceptable for a real hotel - especially for a category 5 Starwood one. When I told the front desk their attitude was pretty nonchalant about it all. How can you have a hotel where you can't get downstairs in a normal manner?!?
I've been platinum for years but I can assure you I won't earn another night of credit at this hotel.
December 7, 2014
Rated 4 out of 5 by IdyY This hotel is close to everything. Right in the middle of town.
Easy to walk around the manhattan area and very close to the ports authority bus terminal for easy transit to new jersey.
December 18, 2014
Rated 1 out of 5 by SPGtraveler2012 Failure on basic customer service
I travel frequently and stay almost exclusively at SPG properties. This was my first Element expereince, and I intend it to be my last. The hotel is branded as a business traveler's hotel and that it is not - it was a tourist mess. Trying to get coffee in the morning was similar to a cattle run due to terrible organization. Further the water went out not once, but twice in my two night stay and there was absolutely no pro-active management of the situation, rather they waited for guests to "notice" when they tried to turn on the water. Understanding that these things do happen, the level of customer service that came in response was absolutely unacceptable.
February 21, 2012
Rated 1 out of 5 by NYCfrequentvisitor Buyer Beware - Hidden Charges
I had a family emergency and at 8am had to leave the hotel. I spoke with the front desk and they said they would have to charge me $150 early departure fee. I asked for them to waive it - she would not then I asked to speak to the manager and not only did he smirk and laugh at me for asking (mind you I am a platinum member) he threatened to charge me the whole night (250 plus taxes) if I did not leave. This property has the worst customer service and I have reported it to corporate and the company that I work for. Avoid at all costs the staff are not accommodating to the customer's needs at all. They will laugh at you. As an update, they never waived the fee and charged taxes to their $150 fee. 9 hours at this hotel ended up being $476!!! Talk about ridiculous!
January 3, 2014
Rated 4 out of 5 by Travel70 Great Location
My husband brought me to the NYC for my Birthday and a for a Romantic Getaway. The check -in process was fast and great service. The only problems I had was waiting for the elevators and finding seating for breakfast in the morning.This hotel is very busy. I would not recommend this for a Romantic Getaway.But it is a great proximity to Times Square and other tourist attractions.
November 28, 2014
Rated 4 out of 5 by Docpeter Good value, clean and comfortable room
The room reminded me of hotel rooms in Europe...small and well designed. The refrigerator was nice to have. The bathroom is very nice. The room was clean. The breakfast was good although they ran out of one of the breakfast sandwiches and never replenished it. The coffee/tea/hot chocolate in the lobby was welcoming as I was there during cold rain. There was no Starwood elite recognition whatsoever. I don't have grandiose expectations and don't expect upgrades but I do expect to be given one of the better rooms of the class that I booked. This was not the case as I was next to the elevator in a smaller room on a lower floor. The elevators, well, if you're reading this you read the others so don't expect much. I never waited more than 10 min. Great value for the price for a clean comfortable room and no bed bugs.
December 10, 2014
Rated 1 out of 5 by FlavaTravel This hotel is a black eye on SPG and the Element Brand!
Checked in yesterday (SPG Platinum), room was not ready at check in time (3pm) was told it would be later, waited 45 min, still no room (it was ready the front desk said but they had to inspect it) so instead of waiting any longer I left luggage locked up at hotel bell desk while I ran errands. Later on got room, finally, but floor 22 (out of 40+), then at 7pm - NO HOT WATER.
Fast forward 24 hours later (Sunday at 7pm) Some warm water - need to let water run for 15 - 20 min then it gets warm - but not hot. They dont have an ETA on when the building will have hot water. ...!
Oh and I spoke with the manager on duty yesterday (his name starts with M) and he said that b/c I did the SPG prepaid online rate, I cant get a refund on my room (I booked for four nights) but he would give me 250 bonus SPG points (Yeah wow - thats so nice of him! LOL).
This hotel is a black eye to the upcoming Element Brand and SPG as a whole.
February 19, 2012
Rated 1 out of 5 by Svarg81 Overbooked
We booked (by phone via the corporate office) and PREPAID the total amount for a total of 9 days at the element in new york. We spent 100 dollars to take a car from a wedding on saturday night at 11pm to check in at the element. When we arrived, we were told that the hotel was overbooked and we did not have a room to stay in. We lost money, time, and our spirits because of this. They ended up putting us in another hotel for the night and we came back the next day. On top of that the other hotel charged my card for 2 nights even though Element was suppose to be paying for it. Now I am back in houston and still disputing the other hotel charges from many miles away. It is sad that this all happened because the actual hotel facilities were amazing.
June 2, 2012