4/10 Fair
Jan 1, 2025
Egregious customer service
The hotel itself was almost excellent, but my experience was terrible. Let me explain. The rooms were clean and the beds comfortable. The breakfast was also one of the highlights, with omelettes, scrambled eggs, and pancakes made to order, but they ran out of eggs towards the tail end of the breakfast window (one time almost half an hour before "closing") for the three mornings we were there, which resulted in many guests being left with limited selections (and no made-to-order options) despite them arriving well within the operating hours. Although I hope it will be improved in the future, this was rather minor. What made my experience abysmal was the fact that the hotel charged me for my stay despite the fact it was completely paid for through Hotels.com. After speaking with various staff and management (who openly acknowledge the mistake), leaving multiple voice messages, and even involving Hotels.com (who have also contacted Element several times), they still refuse to reverse the erroneous double charges. That is shameful, Element! I will be informing your corporate leadership team.
Verified traveler
1-night family trip
Verified Hotels.com guest review