Rated 3 out of 5 by abby1811 Excellent staff, hotel not to Starwood standard
The front office staff is excellent, helpful, courteous and attenuation. Position great, but. The hotel really needs a overhaul. We had a studio, it was small, mattress shorter than the base. We were lucky to be on the 2nd floor, friends stayed thin 25th, had to wait at least 30 minutes for the lift. Breakfast rooms too crowded, went out to eat as there was not room to sit anywhere, unless you went down at 7am, guests where eating in the lobby.. Not the best look. Overall great staff and position, but, hotel really needs something to lift its appeal
August 17, 2015
Rated 3 out of 5 by Jack Very crowded lobby.
The lobby and general areas downstairs cannot handle the amount of people this hotel books in guests. The elevators are the pits.
Always full going down. Wait for the next elevator.
August 15, 2015
Rated 4 out of 5 by bgirl this hotel is in a great location
I had never been to NY before and I had wanted some place close to attractions I recognized, so that it would be easy to tour around. I found it! The hotel is very clean, the room was really nice and I enjoyed both the breakfast and the "cocktail hour".
The trip was for my birthday and upon arrival the staff at the desk was very friendly and nice. True, the elevators were awfully slow, at times, but not enough to mar the experience. I would definitely recommend this hotel
August 12, 2015
Rated 1 out of 5 by LisaW2013 AWFUL EXPERIENCE
Strictly a commuter hotel. No customer service. Management is not concerned with the guests needs in any way. They are just not into caring for their guests and they are sure to let you know. Do not recommend. Worst experience with an SPG in 30 years. Awful part of town. Located in the back alley of the garment district. Filthy and filled with homeless citizens who are in need of a food and shelter, instead of living on the doorstep of this property.
August 11, 2015
Rated 2 out of 5 by adastraallen Staff is not responsive
This hotel offers a nice, large, reasonably quiet room at a reasonable price (by New York standards). But for me that is outweighed by problems I had with the staff after leaving a costly and essential medical device behind in my room. I called asking about it within a day of check out. At first I was told it was not found. When I expressed my incredulity at that fact and insisted on further searching, I received a call back the next day saying it was found but not reported due to an "emergency" experienced by the housecleaning staff. At that point, three days after my check out, I asked for it to be shipped to me at my expense and returned the payment authorization form for that to happen. A week after submitting the form, I wrote enquiring as to the status. When that message went unanswered I wrote again three days after that. I was then told--sixteen days after check out--that my lost item was only being returned that day due to an "oversight." The following day when I checked the tracking number it did not appear in FedEx's system, so I called again. Now, today, eighteen days after check out, it appears finally to be on its way. While I'm grateful that the item is being returned and appreciate the staff's assistance to that end, this level of customer care is exceedingly poor and, frankly, unacceptable. The long delay has wasted my time (and the staff's time, which would have been better spent simply responding to my request immediately as they indicated they would but repeatedly failed to do), and has caused health complications for me.
While the hotel is clean and comfortable, I would not stay there again nor recommend it to travelers who expect quality customer service. I choose not to stay in discount hotels because I expect a better standard of service.
July 29, 2015
Rated 4 out of 5 by lilymay We would stay here again
The staff for the most part were very nice and helpful. We stayed on the 7th floor and although we didn't have a problem we would recommend going no higher due to the slowness of the elevator.. The breakfast was good as well as the appetizers and drinks they have at night during the week. That helped save money on food. The bed was real comfortable, water pressure in shower not so good. The roof top area was a nice place to unwind, play cards, have a drink or eat and see the city at night. Overall It was a pleasant stay and we would recommend this hotel.
July 10, 2015
Rated 5 out of 5 by Rastrickian A great base for NYC
A couple of UK 70's year old used the Element as a convenient location for a 3 day visit. The buffet breakfast gave a good start to the day after a good night's sleep in an excellent comfortable room. We laughed at the dishwasher but enjoyed the other room facilities. Watching the sunset from the roof terrace before battling around Times Square in the dark was brilliant. Get a high room and enjoy the view. No abnormal lift problems and the staff were excellent!
July 10, 2015
Rated 1 out of 5 by E123456 Horrible hotel staff
I stayed here for 3 nights for work, Was the worst hotel stay I have ever had. After getting locked out of my room, I was told they couldn't do anything until the next day at 7AM. One desk agent literally told me to sleep in the lobby. The managers were no help either.
I wouldn't recommend this hotel for anyone.
July 8, 2015