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 3 out of 5 by JoeM79 Get a little more than you pay for...
The quality of the rooms is really quite good for the price and central location.
Where this hotel falls down is the elevator service is REALLY SLOW. It seems as though the elevator system was under sized for the number of floors and guests.
Furthermore, the internet connection is so bad I could hardly get any work done. The staff was responsive in saying they were trying to address it but they were not successful. I'm sorry, in this day an age with such a new property, there is really no excuse for slow internet. This was my first and last time staying at this Element for business.
February 12, 2015
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
Rated 4 out of 5 by Canuck26 Great hotel - highly recommend
Great location. Room was spacious and comfortable. Breakfast and evening snacks were a bonus. One morning, the warm breakfast items were all gone by 9:20 am - so go early. Elevators are a pain so pick a lower floor so you can just take stairs instead of waiting for what feels like forever. Even with the long elevator waits - I wouldn't hesitate to stay at this hotel again.
February 15, 2015
Rated 3 out of 5 by Absolute First Element Hotel - Won’t Be My Last!
I hadn’t experienced this newer Starwood brand yet, and wasn’t sure what to expect for my stay. It was easy to access the hotel, although the lobby was quite cramped - more of a New York standard than the brand though, I believe.
Checkin was easy, and I was given a one-bedroom suite on a lower floor at the end of the hallway - hence quieter. Upon entering my suite I was impressed by the full kitchen, which would b a great feature for an extended stay or if I had family with me, although as with the lobby the size was a little small.
Across from the kitchen was a desk with a TV screen above it - I’m not the biggest fan of that style, as I’m usually sitting at the desk working and have to crane my head upwards to see the TV (multi-tasker), and none of the remote work. They were quickly replaced, and everything worked fine.
A sliding door separated the bedroom, with another LCD TV, but this one wall mounted for easy viewing from the bed. Not the best view, but still quite comfortable for my meetings, and easily accessible by the metro.
It may not be opulent, but it is a greener option, especially if you’re looking to cook your own meals!
February 16, 2015