I stayed at the Element for one night - I checked in late on a Monday and checked out before 9 am the next day. While having dinner with a friend in my studio room, a cockroach climbed across the window shade. I freaked out and killed it, and went downstairs to calmly ask for a partial refund. I told the folks at the night desk, repeatedly, that I knew this wasn’t their fault and that I didn’t need another room, I just wanted a partial refund. They moved me anyway, to what I now know is a more expensive room, and told me to talk to the morning staff ASAP and the supervisor could help me with the partial refund. The next morning I arrived at the front desk at 7 am to talk to the supervisor - her name is MaryAnn Cordine. I told her what had happened the night before, and that I had been advised to let her know what happened. I even sent the attached photo to the front desk to verify (if you’ve stayed there you will recognize the shade IMMEDIATELY). MC proceeded to tell me that not only was there nothing she could do, but that the team had upgraded me overnight and I now had “a much more expensive room” anyway. I told her I asked repeatedly for a refund, not an upgrade, and was moved. She told me repeatedly (almost without taking a breath) that there was nothing, nothing nothing she could do. 15 minutes later she calls up to my room and asks for an email with proof of the roach. I emailed it. I also told her exactly where the roach was (I killed it on the windowsill and it had fallen directly behind the couch). This is the response I received: “I have given your concerns and issue to my management team about your stay. The Management has inspected the whole room and did not find anything in the room. The hotel did move your room and upgraded it at the time of it being brought to our attention. We do appreciate you bringing the issue and concern to us and for the inconvenience we will refund $50 from your room rate for last night. If you have any questions please feel free to reach out to me.” TL;DR: DO NOT STAY HERE THERE ARE ROACHES…
Before I say anything else be sure to meet Carlos at the front desk. Carlos was the highlight of our stay. Super friendly, EXTREMELY generous and a genuine human being. A true pure soul. I’m honored to have met him. If you’re looking for incredible customer service be sure to meet Carlos. I could go on about Carlos for the whole review Our room was incredible. Full kitchen, full dishwasher, full fridge, sink, microwave, pots and pans etc.. but not at the cost of losing other options. They still had room for a couch and tv area. I’ll never stay at another hotel as long as that area has an Element. It’s my first choice now. For all the amenities it’s a shame we were only there for the night. We’ll be back for sure. We’re already thinking about coming back next summer
CARLOS at front-desk is a great asset to the Hotel. He was most accommodating to us and when we left some items after checking out - he personally retrieved them from the room and got them back to us. Room & Hotel very clean and we will stay there again when visiting family in the area !!
This was my first ever stay at an Element hotel, despite being a Lifetime Gold Bonvoy Member. I found the hotel to be clean and comfortable, with friendly staff and a well-stocked breakfast despite pandemic precautions. The location across from the PATH train could not be beat. The attached TaKorea restaurant was good for dinner. If I am being picky, the furniture was a bit utilitarian rather than attractive, but it did its job. And the full size refrigerator and filtered water dispenser was a nice bonus.
This property is very nice and would recommend it for sure. Dominique was super helpful, very professional, She made my stay very welcoming and relax since I was very worried and hesitant to go check in. Thank you for your hospitality.