Rated 1 out of 5 by BelowExpectations Hotel was okay - Business operations was not
I arrived for a 2 day reservation in June 2016. As I arrived I looked at my bank statement and saw that I had been charged for 4 nights. After explaining this they were able to quickly fix the discrepancy. Unfortunately 5 days after my stay I received another transaction for another night. I called in to try and fix the dispute and the manager explained that she only saw 2 transactions on her end.
After a few minutes she requested that I send my bank transactions to the general inbox for the front desk and that someone will reach out to me.
One transaction mistake is note an issue. Two though has cemented my decision to not recommend this hotel to anyone, unless you plan on paying in all cash.
June 26, 2015
Rated 2 out of 5 by funjameslee2005 Exceptional Bad Experience Due the Phone Outage Caused More Problem in Internal System
We had this exceptional bad experiences staying Element Time Square West, New York. June 12, the day of the phone line outage, reservation system did not show properly SPG member's information due to impact on internal reservation system. Guests blamed by the front desk staff, no professional attitude towards to the Guest, especially the front associate names Samanthan who rude to the guest, tone heavily without consider the internal system and put blame to SPG.com that reservation did not carry credit card information to reservation. 2 out of elevators in the morning never reached to 38th floor above, and stop at 37th floor and return back to lobby, one elevator only worked to 38th floor above, and made most of guests waited long time and guests missed breakfast due to elevator slowly down.
June 13, 2015
Rated 5 out of 5 by Bravo3 Loved the kitchen feature in the room
A great place to stay the entire staff was very helpful and friendly. The room was perfect we utilized the full kitchen. The fitness center was also perfect, plenty of machines, clean, and air conditioning was great!
June 11, 2015
Rated 5 out of 5 by LynRB Staff and Hotel was awesome.
I had the pleasure of being greeted by Charisma at check in - she was not only polite but friendly and knowledgeable (even knew wait time for elevator during breakfast hours) :) . She got me checked in and off to my room in no time. Charisma was AWESOME! Everyday a healthy and nutritious breakfast was served. My room was super clean - thank you Felicia! I would highly recommend this hotel - it is close to everything in Times Square and the staff is great.
June 9, 2015
Rated 3 out of 5 by Bob245 Hotel met our needs
This hotel met our needs because of location but it did have issues. We went to check in after 5 pm and our room was not ready but they offered us another room but not as nice as the one we had booked or we could wait. We took the immediately available room because of exhaustion after a 9 hour flight. The other issue was the elevator system. While there were three elevators, there was generally a long wait because the elevator consistently skipped the floors we were on but did eventually stop for us. There must have been some kind of programming problem..
The good news was the room was a good size, the bed was comfortable and the breakfast was pretty good. The breakfast area was very busy but the staff did a good job keeping up (including what appeared to be a manager who pitched in and even cleaned tables).
May 26, 2015
Rated 1 out of 5 by Losanno Like Sleeping on a Port Authority Bench
This hotel is unfortunately one of the worst SPG properties in the portfolio.
Staff is rude and abrupt. I asked about internet and was cut off with "I'm working on giving you the code." Platinum recognition is non-existent. I was given a room near the elevators on a low floor that was so noisy I heard every person walk by. I lived in NYC for years so I know what to expect. This was unacceptable.
To join the chorus of outside noise, the air conditioner sounds like a popcorn popper. The noise from that is joined by the elevators and the people next door.
Forget it if you need to get anywhere. The elevator wait times average 20-30 minutes if they come at all (twice I walked down after waiting 20+ minutes). I mentioned this to a manager and he said that they were weight controlled. It made no sense as they randomly stopped on floors.
I didn't even attempt to try any of the garbage that was being served. I think the quality is fine but the presentation and the people pawing at and voraciously grabbing for anything like it was grain dropped into a refugee camp was too much for me to stomach.
Slow to not working at all. I'm not sure why you need a password because it barely works.
I checked out a day early because I couldn't stand another minute in the hotel. This is one thing that the hotel did right. The manager allowed me to leave this prison sentence early. I guess I was let out on good behavior.
May 22, 2015
Rated 1 out of 5 by CasualBusinessman Perhaps one of the worst SPG property I've ever seen
The lobby at breakfast looked like a refugee camp, with poor tourists clamoring for a place to sit and gnaw on their pastries and bagels.
The place screams "crowded" from the moment you walk in.
I found both the front desk and the manager to be indifferent.
I would not stay here, ever, again, nor would I recommend it to any other business traveler.
May 16, 2015
Rated 5 out of 5 by Miguel12345 The Hotel was Great.
This is a great place to stay for business travelers. You have the ability to be in time square with in three to four blocks. Penn station is only a hop and a skip away, your food options are endless with hells kitchen. The rooms are spacious and the bathrooms are well maintained. The staff is always gracious and thanks you every time you stay. I would defiantly return to this hotel in the future.
May 14, 2015