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 2 out of 5 by Herb03 Not Happy
I did not get an upgraded room. Typically, I do with my SPG status. Front Desk was not friendly. Free breakfast was terrible. One elevator was not working which made taking the two remaining elevators a joke. The wait time was ridiculous. Because of this experience I cancelled 3 separate up-coming reservations with this hotel and booked with a different SPG property.
January 12, 2015
Rated 5 out of 5 by Silversurfer NY Getaway
I would give this hotel a 6 start if it were possible! One of the best i've stayed at in long time. Courteous staff, easy check-in, clean, spacious and comfortable room.
Fantastic and plentiful breakfast selection, hot and cold choices, and we were pleasantly surprised when we found out that we had Happy Hour courtesy of the hotel! Wine, beer and snack such as mini-pizzas, nachos, nuts etc! Can't tell you enough how much we truly enjoyed this hotel! Thanks so much for making this an awesome stay : )
December 19, 2014
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 leukoo good location, good hotel
met all my expectations and had a great stay in the nyc area.
January 20, 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 3 out of 5 by DesignGuy949 Several stays but quality slipping
I like "Element" as a concept and the location is great for Midtown/Times Sq. meetings including Javits. The rooms and design are appealing and if you're on the upper floors the view is great albeit be prepared for adjacent construction underway. Electric plugs at the desk are absent so hopefully you have a long chord or you'll be unplugging the lamps.
The main issue as reported and on-going is the horrible elevators. You simply pay a price if you're on an upper floor with long waits...sometimes up to 5 minutes.
The other issue that needs immediate attention is the breakfast buffet. Whilst free is nice does it also mean a lack of quality. The eggs are some of the worst I've ever had and the breakfast sandwiches make airline food appealing. The place is often overrun and dirty at peak times so plan to eat early or late. Too few seats.
Service is OK at best. Hope SPG doesn't let this property slip further or the nearby Four Points with great service is my new favorite.
January 18, 2015
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