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Rated 4 out of 5 by 1206 reviewers.
Rated 5 out of 5 by Alexis and the front desk staff deserve an award I have actually stayed at the element many many times before and have always been impressed with the five star customer service that Starwood has been known to provide to all their guests, but this ... this was special. I had stopped by the hotel very early in the morning to drop off some bags as I was in the city in the wee hours of the day and found myself back at the hotel only a couple hours later - at almost 8:30 a.m. - fully expecting to do nothing else then to drop off my book bag and swipe my card for incidentals. Alexis went above and beyond to see what her resources where and was able to not only accommodate my room request but also had me checked in immediately. I was able to fully relax that morning, have breakfast and enjoy my day! This is something that I would not have been able to do without her follow through and recognition worthy service! Having a background in customer service and in the travel industry and as a SPG platinum Pro preferred member, Alexis's efforts to go above and beyond (even to just inquire at the possibility to help a guest out in that way) is what keeps me coming back and has me singing that you're praises to all of those around me to join SPG! Thank You Alexis!! Note to the GM: Promote her! Bigger bonus! And a raise! And have her provide input on training All new employees. Make this type of service AND Attitude the NEW Element NY Standard! Please. :-) May 23, 2016
Rated 3 out of 5 by Something is always an issue I've stayed here 3 or 4 times in the last year and every time I've had some small-to-medium issue with the room or the service. This time, I was downgraded from a King to two double beds and then after getting up to the 32nd floor (which takes awhile in their crazy slow elevator system), my key didn't work on my room. No real apology from the front desk, just a "that's strange" and then a suggestion that it was probably my fault it demagnetized for "holding it in the same hand as my phone." In the past, I've had rooms where the tv doesn't work or where they were right by the elevator and it was enough to keep you up at night. Similar responses from staff. I keep coming back because of the proximity to Penn Station, and the breakfast / evening reception food is included and legitimately great for quick bites. Leave an extra 10-15 minutes in the morning to get down the elevator from a higher floor, otherwise you will be late. May 11, 2016
Rated 3 out of 5 by NO HBO!!! Last minute travel, sitting here on Sunday night, expecting to watch Game of Thrones! The hotel is fine, but now I'll know to check the amenities before I book last minute again. Unbelievable. May 8, 2016
Rated 5 out of 5 by Getting better with each stay In May 2016, I stayed at the Element in Times Square for the first time in over a year. I was pleasantly surprised that the rooms have been upgraded since the last time I was here, and I think the lobby has been done as well. In any event, my hotel room was great - new and clean - and it had a nice view too. The manager of the facility was a credit to Starwood; I had a work issue that required me to change my plans, and he was great about helping me do so. Thanks for a good stay - I'll be back! May 8, 2016
Rated 5 out of 5 by Simply Amazing Everything about this hotel is great! We came with a large group and the hotel staff was incredibly responsive the whole time leading up to and while we were there! They really made us feel special and like we were their only guests. The hotel was sold out the whole time we were there but that did not make them any less responsive. It was always service with a smile and even going above and beyond their normal duties. They did a great job keeping the common areas clean, even with a constant stream of people coming and going. The elevators were a little slow but that is to be expected with such a high volume of people. The cleaning staff made the suggestion to ride the elevator up and then go down. This cut down on our wait time by A LOT! Location was great as well...centrally located between the train station and Times Square! I wish I could name all of the great staff that assisted us but Liz, Herma and Nelson please relay to them how grateful we are to them for their outstanding service! April 12, 2016
Rated 1 out of 5 by Nice hotel, but elevators are a huge problem I like the hotel, but I won't stay there again. There aren't enough elevators for the size of the hotel. It's full of tourists. IN the morning, everyone flocks down for free breakfast. Elevators are full. Can't get on one going up or down. Had to walk down 18 flights of stairs twice in 3 days. Also, sound insulation isn't quite good enough for NYC. Street noise disturbed my sleep repeatedly. This is less of a problem at the very top of the hotel, but that's only 10% or so of the room inventory. April 8, 2016
Rated 2 out of 5 by Basic manintenance issues I have stayed here many times in the past and its a basic Times sq area hotel. Clean and good location. However, this time around I noticed that the sink is not draining from the time I arrived last night. I have complained and still waiting while the stuff is still clogged(eeks) March 24, 2016
Rated 3 out of 5 by Not bad not great I've stayed at a few Element hotels and was excited to take advantage of what appeared to be a fantastic deal for a Sunday night stay at this hotel, half the rate of the nearby westin and sheraton properties at Times Square. Apparently, everyone else had the same idea. The hotel was overwhelmed with guests, who overflowed the small lobby and bogged down elevator service--more on that later. The ~hundred dollar rate eased our suffering, and we certainly weren't in the rush observed of other guests, who were really giving it to the front desk staff and anyone else that would listen. Platinum status didn't mean much. We received a room on a high floor, which is good and bad. The view was great, but the elevator wait was not. There are three serving a 40-story hotel, and they bypass all floors once they reach weight capacity...people staying on the lower floors figure this out, so they take the elevators "up" instead of "down", with the high floors bi-passed by those that have gamed the system. The waits can exceed ten minutes, and if you've got a lot of bags, forget about getting on one of the packed elevator cars. Next time I might forego the view and stay on a low floor, and just take the stairs. Except proximity and views, the location is not a "Times Square" vibe. It's safe and convenient, but not pretty. "Happy hour" is offered Monday-Thursday, which we missed. Breakfast is every day and was unbelievably crowded. People were everywhere so we took our food back to the room (see elevator wait above-not fun). The best were the ham and cheese omelets in a pita, which seemed freshly made and were some of the best "free" hotel breakfast food I've had. Since you have a small kitchen in your room, there's a great gourmet grocery nearby called Brooklyn Fare (I know, we're in Manhattan). It's full service, with a great cheese, prepared food, and wine/chilled beer selection. The "real" plates, glasses, and utensils were handy in serving our meal, but unfortunately the room lacks a table or other proper dining area to comfortably enjoy your meal. It's fine for one or two, but not great for a family of three or four. Finally, the staff was truly friendly and very professional given many guests' displeasure with the noted issues. The gladly held our bags while we were site seeing, and offered a suite which we couldn't use because there was no fold-out bed. I think that would make up for our room's shortcomings if we were traveling as a couple. So, I'd stay here again but warn you to arrive with low expectations if you've stayed at other Element hotels, which have been much nicer properties than this. March 17, 2016
  • 2016-05-26 T10:25:21.057-05:00
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