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“Service is great here” 5 of 5 stars
Review of Element New York Times Square West

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Element New York Times Square West
3.5 of 5 Condominium   |   311 West 39th Street, Between 8th and 9th, New York City, NY 10018 (Midtown)   |  
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Certificate of Excellence 2014
GreenLeadersSilver level
Washington DC, District of Columbia
1 review
6 helpful votes 6 helpful votes
“Service is great here”
5 of 5 stars Reviewed August 22, 2014

Stayed two nights over last weekend and will definitely come back again. Pleased with the level of service we experienced - it seems to come naturally for Lynn Woods and the team. The concierge was very helpful and knowledgable on all the activities we were interested in. Staff always quick to make us feel comfortable and looked after, whether it's a couple extra bottles of water, some gourmet cookies or helping map out directions - it felt like they really were looking out for you!

  • Stayed August 2014, traveled with family
    • 5 of 5 stars Location
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 6
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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2,416 reviews from our community

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Rating summary
  • Location
    4.5 of 5 stars
  • Sleep Quality
    4.5 of 5 stars
  • Rooms
    4.5 of 5 stars
  • Service
    4 of 5 stars
  • Value
    4 of 5 stars
  • Cleanliness
    4.5 of 5 stars
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Norwich
Contributor
17 reviews 17 reviews
12 hotel reviews
Reviews in 10 cities Reviews in 10 cities
18 helpful votes 18 helpful votes
4 of 5 stars Reviewed August 21, 2014

I always read a variety of reviews to work out the pros and cons of the place before I arrive, so was highly aware of people's opinions and expectations.

Like London, you pay a premium for just the location, and it's a comfortable walk to many main sights, good food venues and port authority station.
We had a standard room, and yes it is a bit cramped to try to fit in all the furniture, as a lot of things are larger than need be and so could be revamped a little but not due to it being severely outdated or anything! The kitchen area is well equipped with skinny dishwasher (had to ask for tablets), microwave, job, sink, large fridge freezer and coffee maker. I made a bit of a mess trying to use it to make a cup of tea! Bathroom was a good size and included soaps and shower gel. The room also seemed to have lots of item needing to use many of the plug sockets so was a case of working out what did not need to be plugged in! We were on the 33rd floor and had a good view of the Empire State Building and could just about see down to the new trade centre building.
Breakfast was included, but I'm not sure if it's just me or a British thing, that the breakfast isn't quite...doesn't hit the mark. It was always very busy and hard to find somewhere to sit, so people would take a tray from their rooms table to carry back upstairs. It is very much a canteen, no kind of service so can be a bit of a free for all dive when something got restocked. There is a choice of three very sweet cereals, or some porridge pots. Pancakes, which just seem a bit rubbery. Two choices of hot food (in like a foil blanket to keep warm), which would rotate every few days, such as "bacon" cheese and egg in biscuit- it's actually like a scone. But that just like bagels are very dry. Then a choice of muffins or fruit (Apple or orange), or little fruit yoghurts. The yoghurts for me were the only thing I couldn't really complain about!

The hotel has a small roof terrace, which never seemed to get busy, but occasionally the bins didn't seem to get emptied regularly enough. But it's still a good sun trap and place to watch the sun set and the lights below come alive. The lobby is a decent size with seating, and during the afternoon etc the hot drinks machines from breakfast get moved into the entrance lobby so you can help yourself. I don't see what is wrong with having it still in the breakfast area at the back to avoid the people off the street helping themselves. There was also some salad, peanuts, wine and beer available from 530pm which is a nice little extra.
The lift thing...there's nothing they can do to fix it people! They can't add more lifts! They go pretty quick as it is- ears pop! There was one occasion we waited just over 5mins at breakfast time, this also included two people having just got to the lift then squeezing in meaning we had to wait for another lift, but generally it would arrive to us empty. We never felt like we were waiting ages for them, but perhaps we are patient people.

We would stay here again. We did look around for the cheapest price for quite a while! But i think it's for more independent people rather than those looking for more personal treatment and service.

  • Stayed August 2014, traveled with family
    • 4 of 5 stars Value
    • 4 of 5 stars Rooms
    • 4 of 5 stars Service
Was this review helpful? Yes 6
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Megan L, Starwood Hotels at Element New York Times Square West, responded to this review, August 29, 2014
Dear Steph T,
We are delighted to hear you liked our hotel and would consider staying with us again should you return to the city. We take our guest reviews very seriously because they provide us with our guests’ candid opinions about our hotel so we can best identify ways to improve experience, and we appreciate you providing us your thorough feedback about your stay. Thank you for taking the time to write us a review, and we hope to see you again in the future. All the best.
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Fort Lauderdale, Florida
Top Contributor
162 reviews 162 reviews
62 hotel reviews
Reviews in 48 cities Reviews in 48 cities
155 helpful votes 155 helpful votes
3 of 5 stars Reviewed August 20, 2014

With a family member receiving medical treatment in NYC, I'm not going to spend for a 5-star hotel. And, since Element is fairly new, and I'm attracted to being green as well as a Platinum SPG member - I thought I'd give Element a try. It was only average. Service was spotty throughout, not as authentic or prompt as I'd expected. The rooms were a bit above average for a 3-star, but not much. But overall, the services makes this average. I wouldn't hesitate to return at the right price but my expectations would be lower.

  • Stayed July 2014, traveled with family
    • 3 of 5 stars Location
    • 3 of 5 stars Rooms
    • 3 of 5 stars Service
Was this review helpful? Yes 3
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Tulsa, Oklahoma
Senior Contributor
28 reviews 28 reviews
6 hotel reviews
Reviews in 8 cities Reviews in 8 cities
18 helpful votes 18 helpful votes
2 of 5 stars Reviewed August 19, 2014

We stayed 5 nights at this hotel. Let's start with good. Upon arrival, the desk clerk was very nice & somewhat accommodating. The hotel is in the Garment District so you get to see a lot of beautiful fabrics & ladies picking up their handmade dresses/gowns. Grocery & liquor store close by to stock your full size refrigerator. Time Square is just a short walk. The Concierge was very knowledgable regarding restaurants. The rooms were clean & bed comfortable. Free wifi, USA newspaper delivered outside room.

Now on to our disappointments....we were put on the 20th floor. After standing at the elevator for 10 min., we quickly changed our mind & requested rooms on the 2nd floor. The only concern with this request is there is no security card to access the stairwell. So basically, anyone off the street can get on any floor. The rooms were extremely small--max 2 people in king size room. The lobby couches were filthy beyond belief. People lounging around for hours with suitcases piled high. The lobby area is extremely small. Checking in & out with our luggage was a nightmare. I never saw a Valet. Breakfast sandwiches were awful. Stick with yogurt & fruit. We were never told upon check-in that we would need to pick up ice at the front desk nor were we told there is a snack/beverage area next to the Concierge. There isn't place to sit outside of the hotel. A huge patio....found out this is used for bring in/out huge bins of clean/dirty towels in the evening. Not easy to access the hotel when the Towel Vendor is there. Trash piled high right in front of the hotel at night. People going thru it for hours--heart breaking. Didn't see this going on just a block up.
Upon, check-out was never asked how our stay was at the hotel. Very unusual for Starwood!

Starwood Management needs to really separate themselves from this hotel.

Room Tip: Elevators take FOREVER. A view would have been nice, but we didn't spend a lot of time in room.
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  • Stayed July 2014, traveled with friends
    • 1 of 5 stars Value
    • 4 of 5 stars Rooms
    • 1 of 5 stars Service
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Megan L, Starwood Hotels at Element New York Times Square West, responded to this review, August 26, 2014
Dear Schippers,
While we are happy to hear you enjoyed our convenient location in the heart of Manhattan and experienced helpful service from our knowledgeable Concierge, but we are sorry you did not enjoy your stay at our hotel. We truly value the opinions of our guests because we strive to deliver the best experience during their travels, so we have addressed your comments with our team in hopes to improve on these things. Again, we apologize for not meeting your expectations, and appreciate you sharing this feedback with us. All the best.
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New York
1 review
3 helpful votes 3 helpful votes
4 of 5 stars Reviewed August 18, 2014

This hotel had everything we needed but just lacked character. The bed, and bedding, were very comfortable. It was convenient (but not as close to Times Square as other hotels that we have stayed in). Breakfast was a bonus, but could be busy and as we were on the 30th floor we did have to allow time for the lifts

  • Stayed August 2014, traveled as a couple
    • 4 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 of 5 stars Service

Review collected in partnership with Easytobook.com

Was this review helpful? Yes 3
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Sydney, Australia
Reviewer
3 reviews 3 reviews
5 helpful votes 5 helpful votes
4 of 5 stars Reviewed August 14, 2014

We stayed at this hotel for 8 nights on the 39th floor and so had a fantastic view of this beautiful city every morning. The staff was pleasant and helpful. The room was very spacious, modern and clean, with a small kitchen and fridge. The hotel has a great location as it is a short walk to Times Square and great shopping too. Breakfast was included and was ok, although quite crowded every morning. This hotel definitely needs more elevators!

Room Tip: Higher floors have great views.
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  • Stayed October 2013, traveled as a couple
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 4 of 5 stars Service
Was this review helpful? Yes 4
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewer
4 reviews 4 reviews
3 hotel reviews
Reviews in 3 cities Reviews in 3 cities
8 helpful votes 8 helpful votes
5 of 5 stars Reviewed August 14, 2014

stayed on 21st july after being ripped off at riff hotels just few streets down and expected rubbish as this hotel was of similar price category.
pleasent accomodating ataff extremely well eqipped room with even a mini kitchnenette witheven spices and a very comfy bed was apleasent suprise. fantastic location at times square an walking distance to hudson cruises and exhibitions.free good breakfast -only con as overcrowded with no seating

Room Tip: higher floor may be quieter
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  • Stayed July 2014, traveled on business
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes 3
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Megan L, Starwood Hotels at Element New York Times Square West, responded to this review, August 29, 2014
Dear Asoka K,
Thank you for your kind review. We strive to provide well equipped accommodations so our guests can maintain their modern lifestyles while traveling, and we are delighted to hear you loved the amenities in your guest room in addition to the other complimentary services we provide. Thanks again for sharing, and we hope to see you again. Take care.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Element New York Times Square West

Address: 311 West 39th Street, Between 8th and 9th, New York City, NY 10018
Phone Number:
Location: United States > New York > New York City > Midtown , Hell's Kitchen
Amenities:
Business Center with Internet Access Fitness Center with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Kitchenette Pets Allowed ( Dog / Pet Friendly ) Suites Wheelchair access
Hotel Style:
Ranked #11 of 186 Specialty Lodging in New York City
Price Range (Based on Average Rates): $$
Hotel Class:3.5 star — Element New York Times Square West 3.5*
Number of rooms: 411
Official Description (provided by the hotel):
Element New York times square west is an eco-friendly Manhattan boutique hotel near Times Square and Broadway. Our hotel has 2 meeting rooms, complimentary breakfast, free wifi, and a fitness center. ... more   less 
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Also Known As:
Element New York Times Square West Hotel New York City

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