Element New York Times Square West

BEWARE OF THIS NIGHTMARE ABSOLUTE WORST HOTEL STAY OF MY LIFE!!!! The room was pulled out of the 90s with more scratches in the bathroom walls and counterspace than I have ever seen. There were two outlets that were hanging on for dear life, one of which had exposed wires. We were put in an accessible room, where the shower couldn't go higher than 5 and a half feet. Meaning I had to squat to shower. One elevator was down and the others were manually operated by employees. My wife and I had to give an extra 10 or 15 minute buffer to ensure we weren't late. We ended up having to leave days early due to not wanting to be in that room anymore. BEWARE, DO NOT STAY HERE!!!

HORRIBLE EXPERIENCE & CUSTOMER SERVICE. DO NOT STAY!!!!! Absolutely terrible stay and horrible Customer Service. We stayed during March 2025 for our Spring Break. There was ONE working elevator during our stay. We were notified by email the day of arrival, which was too late to switch our hotel. We would wait 3-40minutes each day to get to our room on 14th floor, after very long days sightseeing. Because of the wait, sometimes we had to climb 14 flights of stairs (hurt my hip), after very long days out. The hotel wasnt offering any compensation for this MAJOR inconveniece, that robbed us of sleeping time, bc we had to wake up extra early in the morning to account for the delay and didnt get back to our room until very late at night. This was my kids first trip to NYC and it completely dampened our experience. After contacting Marriott Bonvoy once I was home with detailed specifics, they offered to comp my room entirely and provide written follow up within 14 days of how they were correcting all the issues we face. NEVER heard from them again, after i followed up THREE times. They only reimbursed half of my stay, even though i have it in writing they would refund the entire stay. Ive contacted the hotel directly, Marriott customer service and Bonvoy, and none of them care to follow through as promised, much less respond back to me. Needless to stay, I have cancelled several stays with Marriott this summer, as I'm extremely disappointed in how this has been handled. It's obvious Marriott doesnt care abt their customers. Do yourself a favor, dont stay at this hotel. The breakfast was also terrible, we had to get a quick bite at McDonalds a few blocks away everyday. Book somewhere else.

Nothing has changed in 12 years... __‍♀️ Stayed here in 2013 and nothing, especially with the lifts, seems to have changed. In fact it seems to have gotten worse. 2/3 lifts working but often both IS ( in service) by staff at the same time, so would struggle to get up or down to our 39th floor room. Didn't bother with breakfast because of the hassle with the lifts. A lot of reception staff not overly friendly and mumbled when they did speak. Didn't feel like there was much security and anyone could just walk into the hotel. Bed was only made once in the 8 days we were there. Cleaner came at 630pm one evening when we were there having our dinner. Way too late to be cleaning. Basics in the room weren't there - kettle, dinner plates. Reception didn't even know if we should have dinner plates or how many we should have!? TV had other peoples name on it welcoming them all week. Good side - shower was decent, big fridge, air con was great and a god send. Good location and close to subway, local shops, theatres etc.

Unacceptable elevator situation There is a type of New York hotel I try to avoid, which is the long skinny tower. The elevator situation in these hotels is always bad in the morning, with long waits. This Element is one of these types of hotels. What made my stay a one-star is one of the elevators was out of service for modernization, which took the elevator situation from bad to awful. The rest of my stay of fine. My room was a decent size for Manhattan. The bed was fine too. The bathroom was of a good size too. Wifi worked well. My view is that if a 1/3rd of the elevator capacity is out, then the hotel should leave 1/3rd of the rooms empty. That would certainly motivate management to get the elevator work done quickly