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 3 out of 5 by JB59 This hotel has a great location
Hotel was clean but small. Very busy all the time.
December 24, 2014
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 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 1 out of 5 by Tickedoffandtired Useless doors, pointless elevators
I can't begin to say how disappointed I am with this hotel. The doors are made out of metal, which you think would be sound resistant, but it is the exact opposite. You hear every person in the hallway (and my room is in the corner) and every door slam is louder than a car next to you in a parking lot - which is especially amazing when 2 kids decided to keep hiding back and forth in each other's rooms at 730am.
But the real kicker are the elevators. The first day it took 10 mins for one to come that wasn't filled, but today 4 just passed me without stopping - after 10 mins - I had to walk down 19 flights of stairs so I could make sure I didn't miss my appointment. Totally unacceptable for a real hotel - especially for a category 5 Starwood one. When I told the front desk their attitude was pretty nonchalant about it all. How can you have a hotel where you can't get downstairs in a normal manner?!?
I've been platinum for years but I can assure you I won't earn another night of credit at this hotel.
December 7, 2014
Rated 4 out of 5 by CNW52 Great hotel with an elevator problem
I LOVE everything about this hotel, except its elevator system. The rooms are great, the amenities - free breakfast, complimentary wine and beer -- are exceptional and the staff is very nice. My room is clean and very well-appointed with a fridge, microwave and stovetop, even. But if you need to leave the hotel in the morning between 7:30 am and 9:30 am, you need to allow at least 20 minutes for getting to the lobby. Staying on a lower floor won't help - the elevators fill up and pass you by.
December 4, 2014
Rated 3 out of 5 by jeffd99 Just okay
Element room was a bit rough around the edges. Finishes somewhat cheap. Found cracks in paint, lots of scuff marks on walls. Just wasn't up to expected Starwood standards.
December 18, 2014
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