We spent one night at this hotel when we were in transit. We chose it for its price point, proximity to the airport and shuttle service to and from the airport. When the shuttle arrived to pick us up, there was not enough space for our party (granted we forgot to tell them how many of us there were), so we had to wait for a return shuttle which was not ideal. Upon check-in, we were told there were no more cribs available (even though we had contacted the hotel earlier in the week to confirm), and then discovered our one bedroom suite that we had booked for the purposes of putting the baby to bed in a separate room and being able to close the bedroom door, was actually a studio room with no separate bedroom.
The desk clerk was very apologetic about each of these mixups, and quickly made things right by moving us to a room that met our requirements (I think the information given to us on booking through the Starwood call centre was incorrect and not the fault of the hotel directy). He asked if I needed milk or anything for my baby, and once I was settled, phoned up to the room to apologize for all the problems and indicated this is not the way they do business and offered the room to us on a complimentary basis for the one night. Given we were travelling at peak holiday season, I recognize there are challenges at this time of year. While our stay had some hiccups, the staff worked hard to accommodate us as best they could which is why I have given it an Excellent rating.
Our bed was extremely comfortable (more than an average hotel of this price point), the room was well appointed with a kitchennette and sitting area and the breakfast was very good. I was disappointed to learn there are only 8 other locations in the US. I will definitely seek out Element hotels in future travels.
One bedroom suite was excellent for travelling with young children (separate bedroom with a door).
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Thank you for your feedback. We strive to provide excellent customer service and apologize for the hiccups. So happy the Front Desk Agent took the initiative to turn your experience around by offering you a free night stay. Traveling with an infant in perfect circumstances isn't easy & we greatly appreciate your patience & understanding. Hope you come back again, soon!
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.