Rated 3 out of 5 by Bob18 First time at Element
First time staying at an Element hotel. I love Westin, but will likely not be back to an Element. I can see the space advantage for long terms stays, but for short business trips the hotel lacked in many areas of comfort. Especially the breakfast.
Should also say- front desk has no idea what keyless entry is with Starwood (SPG Keyless). I even tried to show them online and they said they had never heard of such a thing. Needless to say, it didn't work. lol (Hotel might want to update the profile on Starwood as it says you participate)
September 17, 2016
Rated 2 out of 5 by UnclePaul Birthday Weekend a Bust!!!
Booking the room was a nightmare, I found a rate on another site that was cheaper than your rate for a suite. I called your reservation, and they did not match the rate, I explained that on your website if you could not match the rate I should get 20% off your rate or 2,000-star points (no one would honor that). I spoke to two reservation clerks and the front desk clerk, and no one would match the rate. Reservation Clerk 1 – told me that I could cancel the reservation if I changed my mind. What she did not tell me was I had one hour to cancel the reservation, because I was making it after five. She put me on hold to check on it and then she told me the cancellation information would be in the email. When I read the email, I felt duped. Then when I read the email, she did not book the right dates (should have been check-in September 2nd and check-out September 5th not September 4th) nor the right room. It was supposed to be king suite she booked a standard king room. So not only would she not match the room she would not match the room. Reservation Clerk 2 – Said that they would fix everything and said the first clerk screwed up. Adjusted the dates and the room and threw in free parking (parking was, what a joke). Well, I thought the room was paid for, not. Front Desk Clerk – Go to check in, room not paid for and I am still getting a standard king room. I upgraded to a king suite (upgrade, that is what I should have had at first). Ended up in room number 623, the carpet was a bit lumpy and bumpy. Other than that it was fine. Back to front desk experience, they need training, training, and more training. Not friendly, gave me my keys, never said anything about, the Wi-Fi code never explained that they have free breakfast or exercise room, never told me where I could get ice (had to come to the front desk). Had to come back to the front desk to get that information. I tried to call the front desk, but I think they had the phone off the hook all weekend. I call every 15 min for two hours on Friday night, and it was busy. Decided to go down to get the internet code and ice. Informed the front desk Clerk that phone was ringing busy and I got okay. Call again on Saturday and Sunday and busy again, went down and informed them again and no one at the front desk all in the back. Finally, someone showed up, I told them again, that the phone was ringing busy got another okay. No apology or we will check into it. Rude and cold reception. When I would leave the hotel and come back, no smiles, no how is everything, just cold and empty (not like they were busy with customers at the time) Called on Monday to see if I could find out what time checkout was. Opps phones still busy. I called from my mobile phone and someone answered (hallelujah, prayer works.) I was told check out is 12:00 well on the back of the door it says 11:00, I am not sure what is right. My rating for my experience, the room a seven and the front desk and reservation process a zero. The staff and managers need to be re-trained or dismissed.
September 16, 2016
Rated 3 out of 5 by 2STARS THANKS BUT--NO THANKS!
This was our second trip to Arundell Mills. We stayed at THE HOTEL the first time and it was simply great! We decided to get a suite this time and saw that Element had the type room we needed.
Upon arrival, we noticed that there were no sheets for the hide-a-bed and not enough towels. Called the front desk for help and about 30 minutes later, the young man came in with some WRINKLED sheets that did not fit the bed and 3 towels mentioning that he had to go to another floor to find the towels! Next morning, we left thinking that the room would be cleaned by the time we got back (6 hours later). NO! We called for help and found out that this was an EXTENDED DAY hotel and that service was provided every other day!!!! We had to empty our garbage; no linen change during our stay; no clean up until the third day that we were there. Finally, on Monday, the head housekeeper came in and cleaned the room for us! BLESS YOU MS. THOMPSON! NO FAULT OF YOURS!
For the price, we should have had daily service!! Needless to say, STAY AWAY! if you are accustomed to having excellent service!
August 25, 2016
Rated 1 out of 5 by DCgirl29 Don't come here!!!
I am a SPG Gold member and I cannot put into clean words our disappointed I am with this hotel. First we have been here for seven days and I have not had our room cleaned yet. After two days, I was told that room service doesn't do a full cleaning, I told them that the trash wasn't even taken out or our towels were still on the floor unchanged. Although they rectified the issue quickly, the next day I saw a "pet in the room sign." Then I was told that room service doesn't clean rooms with animals in them, even ones where the animal is restrained. Yet, the hotel claims all pets are welcomed. I understand the safety risk but then there wasn't even a disclaimer on the rules upon checking in. Today, we took the dog to the groomer and informed the front desk the dog would be out and we wanted the room clean. Room Service came in changed the bed sheets and replaced the towels. The bathroom wasn't cleaned, the floors weren't swept or vacuumed. I called the front desk to let them know, our room had not been cleaned at 1605, at this time no one from room service has responded. This establishment is not representative of any of the SPG hotels that I have experienced and I think everyone should know not to visit this one. If I had not already committed my SPG points, I would have checked out by now. On another note, the beds are too soft for middle-aged folks like us. Additionally, the breakfast is subpar.
August 7, 2016
Rated 2 out of 5 by Libbi618 Not a good experience
Some family members, friends and myself had reservations for 4 rooms all with 2 queen size beds. Check in time is 3pm. We all arrived between 3-4 and yet all 4 of our rooms were not even ready until 5! One of the rooms were so dirty they had to move to another. No problem with staff, very friendly. The hotel has a lot of potential but it needs improvement on cleaning services. At check out, someone from each room paid for theirs and yet my debit card (because it was the one on file from check in and booking) was charged for 3 rooms! Even though they had been paid for at check out! I had to call and am now waiting up to 10 days to get a refund.
We did however enjoy the casino. The shuttle driver, Jimmy, was awesome.
Overall, I recommend choosing another hotel!!
July 28, 2016
Rated 1 out of 5 by DeeGee No Customer Service
Had a small problem with shuttle service on my visit.
Despite several promises the Manager didn't contact me despite staff members assurances to the contrary.
Front desk passes to Front desk Manager who passes to Hotel Manager. Pass the buck.
If customers have a problem assist us I. Fixing the problem, don't make empty promises.
Would never stay here again
July 27, 2016
Rated 1 out of 5 by Andrea757 KEEP YOUR MONEY
The hotel did not meet my reservation requirements and I was compensated with chips! Had an event so time was limited. The room was dirty. i.e stains on sofa and office chair. There was a bad smell and the room they attempted to move us to was the same and was my original request so that fell thru. The manager didn't return my calls and just an overall bad experience for one night at 180 per room.
July 25, 2016
Rated 1 out of 5 by Alex3521 The room was filthy
The room I stayed in was not cleaned prior to my arrival. When I raised the issue, nothing was done to address it until a second call, at which point the cleaning supervisor visited the room. Upon reviewing the condition she apologized and had someone clean the room.
July 22, 2016