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
Rated 5 out of 5 by Brooks52 Nice Experience!
We hosted our Family Reunion in Maryland this year with approximately 50 family members attending. The Element Hotel met our expectations with regard to cleanliness, staff overall professionalism and custom service attitude.Concerns we had during our stay were addressed promptly and with a smile. If the opportunity presents itself, I would define return to The Element.
July 12, 2016
Rated 5 out of 5 by Tiff808 Whitney at the front desk is AMAZING
Before I even arrived for my stay, Whitney, the front desk manager, was so kind and patient with my father who checked in before I arrived. He was confused about the room that I reserved so she let him view the two options. When I called to confirm, she remembered details that my father told her about me, and was so pleasant to talk to. She started the stay off in such a personalized and pleasant way. This made a big impact on me because I had a lot of stress prior to my arrival due to delayed flights.
July 7, 2016
Rated 3 out of 5 by DeeGee Accurate information
This hotel is about nine miles from the airport, not two miles as it says on website.
Shuttle service was awful..
Please don't treat your customers like fools
June 26, 2016