Rated 1 out of 5 by Judy412 Worst Starwoods Hotel I have ever stayed in
When we checked in the desk clerk was not friendly and seemed to have an attitude. When we entered our room the floor was dirty. Looked like it had not been vacuumed at all. We were given another room and the television was broken. Could not be fixed for several hours. The second night we were there our air conditioner started to leak water and in the morning the floor including the rug was soaking wet. We were told that this happens a lot because the air conditioners freeze up. The free breakfast was like a cattle call. Long lines of people and no where to sit. This hotel has 40 floors and 3 small elevators. We were on the 36th floor and it could take 15 minutes to get an elevator and then along time to get to the lobby. i would never stay at this hotel again and would never recommend it to my friends. Very disappointing for a Starwoods property.
June 25, 2014
Rated 1 out of 5 by ChrisNY Horrible Experience
Air Conditioner broke the morning I woke up. Water all over the floor and damaged my shoes I was expected to wear to a meeting in the morning. I spoke to the front desk about getting reimbursed for my room....still haven't heard back. Staff at front desk was horrible. I left my name, number, and email...still waiting!!
July 7, 2014
Rated 3 out of 5 by Laurie68 Good budget hotel
Lobby crowded. Skip free breakfast, overcrowded. Wait for elevator was avg 10 minutes minimum. Rooms had good amenities with fridge and kitchen, but small. Did not have NBC to show July 4th fireworks or Today Show. Cleaning supplies left out in hall and lobby. Conveniently located to Garment Center, Times Sq, Theater District, and Macy's.
July 7, 2014
Rated 2 out of 5 by NKPC This hotel needs better maintenance and a focus on the customers.
We've been coming to this hotel three years in a row now from Seoul. For our family, the rooms with the mini kitchen is perfect. We do prepare a lot of meals due to kid's needs. Also, the daily complimentary breakfast and Happy Hour w wine, beer and food is really a nice touch. The complimentary hotel bikes have been a great treat when I've used it to tour around the city. Very doable! Though on this trip, the bikes never came out for use. What happened?
But....the hotel has certainly seemed to have let its guard down.
At the entrance, I see no one sweeping the curb and sidewalk. It is dirty and trash ridden. The hotels down the street has a guy hosing down their entrance area daily. The outdoor entry area seems to be perpetually occupied by large bins of laundry in or out - unsightly and annoying. There's a " No Smoking within 20 feet of Entrance" sign and our family seems to be wading through blue smoke to get to the front door. Nasty and illegal. Shows the hotel front desk is not paying attention.
The rooms....nice design, always thought so, but they are showing wear and tear and the hotel seems to always be falling behind, last year we switched rooms because the wall socket seemed to be damaged and appeared unsafe. This year, we switched rooms as our door would not lock. Otherwise, the rooms are neatly appointed and well designed for this market.
The constant complaint and grumble you hear in the lobby and the elevators is just how long you have to wait to get on one. About 440 rooms over 40 floors with three passenger/freight elevators?! - that's really a bad design. It may have given Starwood extra revenue for the rooms they crammed in per floor, but it annoys the guests to no end. As we were on the elevator the last day, we met a nice lady from Australia who said she was so annoyed by the elevators that she would never come back to this hotel.
The service is ok. Most of the people should not be in the hospitality business. I do not think they were trained to Starwood standards. It's disconcerting. Upper management should really take note of this.
In the end, the hotel has great ideas but is now falling short on follow through. You get the sense that the idea of an "Elements Times Square Hotel" looked great on paper between the suits at corporate but is falling short at the frontline due to lax management and lack of standards.
I hope they shape up because this hotel deserves better.
July 7, 2014
Rated 5 out of 5 by Sharon37 Everything you could ask for!
Great staff--concerned, pleasant and knowledgeable. Clean and comfortable rooms. Kitchenette with refrigerator was ideal. It was wonderful to have a coin laundry in the building. The only mild criticism was the slow elevators during peak times in the morning--other times were no problem. Otherwise, everything was fantastic! Excellent location for subway entry. We would recommend this hotel for others wanting to explore downtown NYC.
June 21, 2014
Rated 5 out of 5 by USATraveler54 Fabulous Hotel!
Overall great hotel. Great location. Very clean, very comfortable. I liked that the room had a refrigerator and microwave. Great variety for breakfast.
July 2, 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 5 out of 5 by NYUGraduationFamily Great Hotel, Great Staff, Surprising Features
The Element was so much more that I had expected - the doorman was extremely helpful to us negotiating our load in on a busy street, that having needed to drive into the stressful busy streets of New York, it was like an immediate oasis of stress reduction.
The lobby is smart and sophisticated and the elevators were rocket fast. Entering the room, I was completely wowed. It was like walking into a state of the art Parisian efficiency apartment. Everything you needed to have a comfortable stay was there, clean, new and well thought out.
The smart kitchen area was appointed with everything one needed to be comfortable - from kitchen utensils, glassware and upscale square china plates to the cool mini dishwasher and the stainless fridge with the "quick freeze" option should you decide to freeze your own ice in a hurry to make that first "de-stressing" cocktail.
The bathroom was awesome with an extra large square sink and the over-sized glass shower stalls.
Not to be outdone, was the complimentary 5:30 cocktail hors d'oeuvre hour in the lobby and adjoining lounges. Delicious wines and beers, along with soft drinks and a VERY nice buffet of both cold foods and culinary attended hot foods. The first night I was there we dined on flaky spanikopita, delicious spare ribs, sided with fresh greens salad, vegetables, a lovely hummus with crescent shaped pita crisps.
The following morning, was a complimentary breakfast buffet with fresh fruits, scrambled eggs, assorted cereals, options of egg sandwiches (even a healthy option of egg white and spinach!) along with fresh juices and rich gourmet coffee.
The staff (every one of them!) could not have been more kind and service oriented - from check in, to the food/beverage servers to check out - they were jewels to top off the stay.
Loading out was as stress free as loading in - I had a huge SUV (unfortunate but necessary) and the doorman moved cars from the front of the hotel to make it easy to pull that monster up to the curb - I left feeling so well care for - Thank you Element team!
May 26, 2014