Rated 1 out of 5 by sunbakedtech Epic Failure on Customer Service...
I stay in NYC weekly, so I understand that "lost revenue" is an issue for any hotel. However, when I was charged $150.00 for checking out one day early (at 8:00 am) after our group, (which took up twenty-one rooms for a week), I would never stay at this hotel again. I have spent sixteen years of my life on the road, and am at the highest level with two major International chains. In those sixteen years, I have NEVER...not one single time, been charged for checking our early (provided it was before regular check-out time) ESPECIALLY when I had already spend three nights, and when twenty of my colleagues had also spent at least the same number of nights, and would be staying longer.
The excuse "It was in your sales contract" doesn't fly with me, and I will do everything can to ensure that our corporate travel department does not use this hotel again.
June 18, 2012
Rated 5 out of 5 by kbanks My favorite hotel!
I just stayed here on 7/13 & i have stayed here a year ago & i am always impressed when i arrive! staff is really friendly & accomodating. right in the middle of timessquare & good price! beautiful comfy rooms i will always stay here when i come to nyc
July 15, 2014
Rated 4 out of 5 by nattyboh great amenities
Great to have a kitchenette in the room, very clean and comfortable.
July 17, 2014
Rated 2 out of 5 by ponce This place needs better management
Pleasant staff checked me in. Elevator demands in morning rush meant walking down ten flights of stairs. 3 small elevators can not handle the traffic for a 40 floor hotel. This must be against code.
Someone's underwear was still in the closet,
In midshower, water turned cold. i was told to let it run for 15 minutes.
I was put into a black car after requesting a yellow cab, and was overcharged by over 100%, perhaps more. Nice gym
June 3, 2013
Rated 2 out of 5 by Ed765 Decent, but problems
The Element Times Square is an unimpressive, but decently accommodating NYC budget alternative. The location is downscale, but convenient, situated across from a parking garage on 39th St and next door to some fairly sketchy establishments. The tiny lobby was cluttered with a giant cart of towels parked in front of the elevators, random luggage and hotel staff milling around. The front desk was helpful and friendly. The elevator ride to the 19th floor was super-fast. My room was well laid-out, with a full suite of kitchen appliances, though I had no use for them. The bathroom was spotless, the bed comfortable and clean, the furnishings clearly new and in good shape. A few shortcomings: no power jacks on the desk; water seeping up through the seams in the floor tiles near the air conditioner; no bathrobe. But overall, an efficient, tidy and affordable space.
August 3, 2013
Rated 3 out of 5 by Dam225 Terrible elevators
I've stayed here numerous times. Normally a slow check-in experience but this time it was smooth and quick. No Gold level amenity offered however. Breakfast is great. My biggest issue with the hotel are the elevators. There is always a long wait. I find the elevators extremely frustrating. They are nor synced and always seem to be on a high floor when waiting in lobby. For this reason I usually stay at Four Points a blick away.
January 9, 2013
Rated 4 out of 5 by Trremonisha GOOD CENTRAL HOTEL
Nice room, on a low floor unfortunalely. Good free brakfast and evenng reception. Good exersise facilities. Main grumble: totally insufficient elevator capacity. We waited 15 minutes for the elevator (eith luggage). The only way to get down from the 5 floor with luggage turned out to be to tak ethe elevator to the top floor.
Close to many good restaurants on 9 Ave a decided plus. I can recommend Tavola, but there seems to be many other.
July 8, 2014
Rated 5 out of 5 by Dougiefresh LOVE A KITCHEN!
Green is the way to go! Very smart hotel, clean, well appointed and bright. The staff was amazing! Funny, friendly, actually happy to be working REFRESHING! If you are a Broadway lover, this is it. You are right in the thick of it, but not on a crazy street. Out the door and left Times Square, out the door and right Hells Kitchen. Room was really nice and since we stayed 3 days the kitchen saved us a fortune. We will be back!
May 29, 2012
Rated 2 out of 5 by JLSocks Not up to expectations and rooms much smaller than pictures
Rooms are VERY small compared to pictures on the hotel website. I'm used to small hotel rooms in Europe and NYC, but this was truly the smallest I've seen in a long time. The king bed took up almost the entire room, and you couldn't walk on one side of the bed at all.
Website advertises the bed as the Westin Heavenly Bed. This is not like any Westin Heavenly Bed I've ever slept in. Mattress was much harder, pillows, duvet and linens not nearly as comfortable as a true Westin Heavenly Bed.
Decor of room is trendy, but quality is not to typical SPG standards. I fear what the hotel will look like in another year. Trying to adjust the shower head in the bathroom led to the entire shower bar coming undone.
Location is great if you want to be near Times Square, but there are much better options in the area and the actual street the Element is on is not all that nice.
November 17, 2011
Rated 5 out of 5 by HFSR Great location
Comfortable and clean room. All the staff was helpful and friendly.
April 30, 2014
Rated 5 out of 5 by Bobbyp75 Wonderful Experience at Element
I had never stayed at an Element although I am a long time SPG member. The staff was extremely friendly. The rooms were nice and clean and I was pleasantly surprised by the fully equipped kitchenette. Workout facility was nice and the happy hour with free drinks and appetizers was a treat. As was the complimentary breakfast that was much more than just a continental breakfast. I look forward to staying at an Element again!
September 29, 2012
Rated 5 out of 5 by jntheinz Great Clean Hotel. Great Staff. Great Location
We were kindly greeted way before check-in time by Ivory she told us where to park our car and then told us to have breakfast and not head out the door to see NY on an empty stomach. When we returned to check in everything was ready and we checked in within 5 minutes. Our room and view were amazing! We could not have been happier. The breakfast was great and the cocktail hour was amazing! Will be back within the year.
July 9, 2014
Rated 2 out of 5 by KendraAnne This hotel should be on Hotel Impossible
The check-in process was fine, but my room was disgusting. As soon as I walked in the door, you could tell the floor had not been cleaned. There were staples on the floor in the hallway in plain sight!! You could see dust bunnies and other debris all over the floor. Then, I walked into the bathroom and found hair on the wall by the towel rack, other crap on the wall by the sink, and the towel rack had paint all over it because they failed to remove it or tape it when painting the walls.
I asked to have my room cleaned again and they managed to pick up the staples on the floor (I specifically told them), but the hair on the wall was not removed and I just knew the room was not truly clean. I actually went to the store and bought antibacterial wipes and cleaned the room myself.
Not something I should have to do for a $200+ night hotel. I will never recommend this hotel!!!
January 16, 2013
Rated 3 out of 5 by VRIJR Infrastructure Problems diminish experience
I like the Element concept - they are pretty basic rooms but comfortable and a kitchenette which is really nice feature. The big problem with this hotel is infrastructure issues which are not easily resolved. With 40 floors and 411 rooms, the infrastructure is simple insufficient:
1. Elevator Hassles. There are 3 elevators and apparently no service elevators since housekeeping utilizes same elevators and they are sometimes taken out of service to bring down trash etc. In the morning it is not uncommon to wait 10+ minutes to get an elevator. I have stayed here several times and it is a persistent problem. I usually end up taking the stairs if I am below the 20th floor.
2. Hot water. Do you like cold or warm showers? Neither do I. If you try to take a shower during peek bathing hours, this is what you will get.
Other than that, it is a nice hotel. But, I won't be staying there again.
February 18, 2013
Rated 5 out of 5 by NYYanks527 Great place to stay. Period.
First of all the Element brand is awesome. On top of that, this property has a great staff, wonderful rooms and all of the little things you want as a business traveler.
The rooms are like small apartments with every creature comfort of home. The location is good for food, fun and business. You can get anywhere in mid to lower Manhattan fairly easily.
You will be glad you stayed here. Really.
July 3, 2012
Rated 2 out of 5 by Mitchell11 A disappointment
I had high hopes to try SPG's new Element hotel. It was the same points as Westin, but I was interested in giving it a try, and liked the idea of the mini-kitchens in each unit. The first problem was that we had booked adjoining rooms given we have two young children (4 and 1 years old). However, when we arrived they said they were not able to accomodate us and only were able to have us on the same floor. This required my wife and I having to split up (one with each kid), and basically having to go to bed at 8pm (bummer for our vacation). The hotel was able to correct this the next day, but that was disappointing. In addition, the hotel seemed overwhelmed with its crowds given the holidays, and the service level of the front desk and bell man suffered. Lastly, the elevators in this building are inadequate to keep up when it's busy. You often waited, at times up to 10 minutes for an elevator!
December 27, 2012
Rated 1 out of 5 by frequentspgger Horrid -- Walked OUT
I walked out and found another room in NY after seeing a scruffy and dirty lobby and not much better room. This is not a category whatever and certainly was not the experience I had thought would be on offer. It was a difficult evening and changing my hotel room for the evening meant I postponed a meeting. But -- I was lucky to find a much less expensive but much nicer proper nearby.
July 23, 2013
Rated 5 out of 5 by Klh81 Great bright and clean space close to everything!
This is my second time staying at the Element and I found it just as great as the first! The room and faculties are very clean and bright. The staff is very friendly and helpful. It is just steps from the heart of Times Square and very easy to get around. And the breakfast buffet and free wifi are just added touches that make it what will now be our go-to place to stay!
August 26, 2013
Rated 5 out of 5 by DOD58 Element Times Square is the Best!
Just spent the week there and have to say it was a very pleasant experience, despite horrific weather and the super bowl madness in NYC. I travel for business 45 weeks a year and stay in a lot of SPG properties as a Platinum Member. Staff was the best, and know I will be staying there again on future business trips.
February 8, 2014
Rated 5 out of 5 by Brian36 Best hotel in NY
I've stayed in a lot of Manhattan hotels, and this is my favorite. Large comfy room with excellent attention to detail.
January 7, 2012
Rated 5 out of 5 by NikkiP Great while in town for a convention
I stayed here while managing an event at Javits Convention Center. This hotel was a quick walk or taxi ride to Javits and also other stores I needed to run errands to. It was clean and upscale, and I had an enjoyable stay. The free daily breakfast was a lifesaver! Very friendly front desk staff as well, I felt very taken care of.
January 15, 2014
Rated 2 out of 5 by NYC2012 Guest room
The room was not what i expected. The elevators took over 10 minutes to pick us up every time from our floor. One of the days i had to walk down the stairs in order to get to the breakfast on time.
Washroom Mirror was chipped in the corner which scratched my finger and the sink did not drain and would fill up to the top.
There was a big leak in the shower where excessive water was coming down from the pot light. Worried about the electrical we did not use the washroom to get ready to go out. Called the front desk to report both things but about 10 minutes later received a call that engineering was busy with another call. Both the sink and the shower was fix by the time we came back.
The room temperature was difficult to control. At night time it seemed that because the unit was on a motion detector that the unit would not turn on and therefore it got cold.
The Breakfast was ok, but you needed to coem down early to get a good selection.
November 29, 2012
Rated 1 out of 5 by jessie20 This hotel is not safe .
While staying at this hotel for 5 nights, we came one afternoon to find the belonging of someone else inside our room. We alerted the front desk, left messages for the manager and there was no call back.
At the time of check out, I adviced the front desk one more time of the incident and bad experience.
There was absolutely no comment, they just gave us our receipt.
July 8, 2014
Rated 5 out of 5 by Carlos2294 Won't reget it.
This hotel was such a pleasant surprise. I had some doubts coming in, but it was a great experience at the hotel! It is in a great location as it is a block away from one of the entrances to the subway (42nd St/Port Authority), and a two minute walk from Times Square!
I fell in love with the room- big king sized bed, really nice bathroom, kitchen stocked with appliances, and especially the work area! I loved it so much that I'm looking to buy the same desk!
If I am honest, the only problem was the elevators. For so many levels, three elevations won't suffice. I didn't mind though, but did notice others complaining.
It'll be worth the stay!
March 26, 2014
Rated 5 out of 5 by Webster2012 Top Notch
Many have tried, but few have succeeded. Remember this when visiting this Hotel. They are one of the few that have. Top notch, friendly staff make this a very enjoyable stay and the heavenly beds, well, heavenly! Thanks to all the staff who go out of their way to make you feel special.
Thumbs up---even Roger Ebert would say this!!
November 23, 2012
Rated 5 out of 5 by helen73 an all round brilliant experience!
My husband and I were hugely impressed with the facilities and location of this hotel.But the best thing by far was the friendliness and efficiency of the staff.. nothing was too much trouble, and every effort was made to help and make us feel at home. Will definitely be visiting again! Very impressed indeed! Thanks guys xx
March 17, 2013
Rated 5 out of 5 by JeRobi We had a great stay.
The hotel and staff were wonderful during our stay. Ivory took care of us and was able to put our rooms on the same floor and get us into our rooms in a timely manner. This was our second trip to New York and we specifically asked out travel agent to put is back into the Element since we had a great stay a year ago.
October 4, 2013
Rated 3 out of 5 by Xander If you expect SPG road side motel perfect
Valentine's Day Break Up
SPG, I wish you had an algorithm that let your clients know that some of your hotels are better suited to their guests..
I would not have stayed here if I had known it was more of a communal motel arrangement.
The Mgmt team was very accommodating and did their best with what they had to work with. I appreciate that.
Just not what I had anticipated...but marketing is brilliant. Great brand and I appreciate that but I arrived here for my first time and plugged in my computer and phone (and departing for the evening for work engagements) as I returned the outlet did not work that I had assumed would be charging my computer after a long day of travel and usage.
With that said Engineering arrived and could not resolve (again not his fault he checked everywhere...I watched).
Easy solution...'put your plug in another outlet' sorry not acceptable as I was on a deadline and anticipated your electrical system to work as a motel guest would reasonably assume.
Alexander V. W. Wilmerding
February 11, 2014
Rated 5 out of 5 by brassyjan Wonderful hotel in great location
Stayed at Element recently..rooms are great with kitchen facilities, rain forest shower head is divine, beds are so comfy and sheets are high grade. The location is very convenient for walking everywhere in Manhattan. The staff are remarkable, so friendly and helpful...will definitely recommend and stay there again!
July 6, 2013
Rated 5 out of 5 by Steve1987 Element saved us
We had a negative experience in another hotel. I called element and they got us a room, and even checked us in early. The hotel was fantastic. i will be back.
July 12, 2014