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October 2024 by Caleb Jackson
Our stay at the hotel was enjoyable, but what truly stood out and made our experience memorable was the exceptional service provided by Douglas. From the moment we arrived, Douglas greeted us with a warm smile and a positive attitude that instantly made us feel welcome. During check-in, he was not only efficient but also incredibly personable, taking the time to ensure that all our needs were met and that we felt comfortable throughout the process.
The rooms themselves were well-appointed and perfectly suited for our needs, but it was Douglas’s attention to detail and genuine care for the guests that elevated our stay. One particular instance that impressed us was his effort to ensure we reached the airport on time. Douglas personally made sure that the hotel shuttle was ready and waiting for us, going above and beyond to coordinate everything seamlessly. His willingness to go the extra mile to accommodate our schedule demonstrated his dedication to outstanding service.
Thanks to Douglas, our stay at the hotel was not only pleasant but truly memorable. His kindness and professionalism left a lasting impression, and we would highly recommend this hotel to others, largely because of him.
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October 2024 by Yisi Wang
I always enjoy my stays at this hotel. The staff consistently go above and beyond to accommodate any requests or resolve any issues I have. The complimentary breakfast is a highlight, especially the freshly made breakfast tacos. In the evenings, they sometimes offer tea, which is a lovely touch to help wind down after a long day. The gym is also well-equipped, providing everything you need for a solid workout. Highly recommend!
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September 2024 by Angie Perez
I had a planned stay here in August of 2024 for an event that was happening there. The event changed their venue and I immediately called the hotel to get a refund on my stay due to the change of venue by the event coordinators. When I initially called, they said a refund would be given and to the day, I have not gotten one. I have called about 5 times and left messages for Shideh Baxter who has yet to call me back or acknowledge my misfortune. I hate to leave a review like this but it is ridiculous when people chose to ignore your calls and messages.
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September 2024 by Chris H
Waited over an hour for a shuttle from the airport. Called 3x and always "on the way" but never showed. Not sure I even want to stay here now.
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August 2024 by Preet S.
Never coming to this place again
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July 2024 by tiffany r
I would choose another hotel brand. The customer service is just not there. Booked a room at 6pm arrived at 11:50pm since we was driving only to not have anyone at the front for over 15 mins. Once Mr Douglas arrived to the front the lobby was full and he did not help in which when I arrived I was the only one there. Now it’s a full lobby and he helped southwest first. Once he made it to me he stated they had not more rooms of what I reserved. He provided a 1 bed room for 4 people. I went back down stairs and let him know this was not acceptable. At that point he made me feel like I was actually a customer. He tried to make it better after he provided poor service and I took a GM card he said I’m going to be in trouble because you’re going to write a review. The next morning I spoke to assistant GM Shideh and she was very apologetic. She stated she would credit our points back in which she never did. I did call because I thought maybe she forgot but at this point I would just build a relationship with another hotel brand. Would not recommend any family, co workers nor friends. FYI clean the pool there were several cups and hair in it. Good side they did have good breakfast, we left and went back to deal with the storm over this. Robin and Brian
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May 2024 by DJ D-NV
Great rooms (studio) w mini kitchen, microwave, fridge, dishwasher and small sink added to normal bed, couch and desk you'd expect in a hotel room. Gym is above average and free breakfast is great. Staff have all been great. Perfect place for extended work trip.
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May 2024 by Meg C
They need better ventilation for the morning skillet but great otherwise
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April 2024 by Lina Gage
You better make sure you never leave anything in your room or else they will not answer the phone, sens you to voicemail and the voicemail is full, dont return calls. Very dissapointed! I stay here a lot for work and even I am platinum it doesn't make a difference, they Don't seem to care if you leave anything behind. Medical device or not. I would like a call back.
Noteworthy details: Terrible about lost and found. You have no system for this and extremely dissapointed
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March 2024 by Melissa Garza (The Skin Retreat TX)
This is the worst place I have stayed at in a very long time. Check-in was ridiculous. They couldn’t find my reservation and didn’t even acknowledge me when I was trying to give them the confirmation number so they could find it easier. When they finally found it, they gave me key cards and assigned me to an occupied room. Luckily no one was in the room when we opened the door. We went back down and, without apology, they assigned us to another room with one bed when my reservation was for two queen beds so, AGAIN, I head back down to the front desk to get the right room. Finally, I get a two queen studio like I reserved. I requested a late checkout at 3. Today, while I’m at the conference I came to town for, my mother and son are back at the hotel and their keycards have been disabled early. They are stuck outside the room until the manager comes back from lunch because even though it shows we have a late checkout, they want me to be present to reactivate the cards. All our stuff is in the room and my son is soaking wet from being in the pool. To top it off our room was below some kids from a sports team that are bouncing a ball and running all over the room all hours of the night and first thing early in the morning. There are teenagers running all over the hotel. I realize that isn’t the hotel’s fault but that was just in addition to the horrible customer service from this place. The hotel also has a bad smell and isn’t all that clean. The cleanliness isn’t horrible but it’s not good. The only good thing I can say is the staff from breakfast was very nice and the breakfast was good. The parking lot has most of the entrances blocked off and there is only one way in and out and the area is not that great. I also have two separate charges on my credit card. One for one night and another for two nights. I’ve only stayed two nights. They are pending so we’ll see what that’s about. All that said, I love Element Hotels but I will never stay at this one ever again. I don’t recommend this particular Element to anyone.
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February 2024 by April M
I stay at this hotel every other week unless they are sold out. I love the breakfast, the shuttle drivers are friendly, and Sasha at the front desk is a rock star.I’m not impressed with the operations of this hotel. About a month or two ago, I left my room at 6 am to get breakfast. I returned to my room and was locked out. It wasn’t just my key that wasn’t working, but the entire battery to the door died. I told the front desk what happened, and they told me I would have to wait until 9 am until the managers got there to get me back into my room. The assistant general manager showed up before then and helped me get back in to my room a little after 9:30 am. The Assistant General Manager was friendly and professional and apologized profusely, saying it was “unacceptable and everyone working there should know how to get my back in my room.” Since this was a huge inconvenience and I missed half the meeting I flew in for; I expected the hotel to make this right (even more so that I’m from their top account). I did not get a follow-up email from anyone, nor did they comp the night or provide me with Marriott Rewards points. Now, this is unacceptable.Today, I arrived at the Hotel at 7:15 pm, and they walked me because they were oversold. Why in the world isn’t the front desk manager pre-walking people if they knew they would be sold out of rooms at 7:15 pm? They easily could have called or emailed me so I could make other arrangements. They drove me to a Hilton Garden Inn that was filthy and agreed to pay for my room. This doesn’t do anything for the inconvenience I’ve experienced as my company was paying for my room anyway.I planned on staying at this hotel every other week for the rest of the year, but if this is how I’m treated, I will find a new hotel.
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January 2024 by Greg Alford
I always love elements in the AC hotel. This is a very nice new hotel. The rooms are good with a little mini kitchenette. I was shocked by the breakfast area you get Maid to order omelettes they have a Chobani yogurt station and Bon Maman preserves. Literally right next to Lovefield airport but I never heard any planes in my room great room overlooking the pool very large pool area and you share the entertaining area with AC loft which is very large and fun.
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December 2023 by Ronald Wilson
We came in for to visit family for the Christmas holidays. We stayed 2 nights and was charged close to $700 dollars. The actual cost of my hotel was around $138 dollars . Then the next day I receive a message that the hotel withdraw another $635 dollars out of my account. I contacted the hotel and was told that the manager had to look into it and would get back with me with in 30 minutes. So I waited and no return call . Then I contact Marroit and spoke to there customer support about my situation . Customer support said there was no reason for this and and she / Marroit customer support contacted the Element hotel with me on hold and she was told that I would be getting a call back from the manager. Never received any calls back so this tell me that this leader in charge could careless about there customers or Marroit. I STILL WOULD LIKE TO KNOW WHY I WAS CHARGED CLOSE TO $1000 dollars FOR A two night stay.
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December 2023 by Tomika Wilcox
I HAD A BLAST!!! MY FIRST TIME AND THE STAFF WAS AWESOME ?? ?? ? ? I WOULD COME BACK AGAIN AND AGAIN BECAUSE I HAD AN AMAZING TIME!!!
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October 2023 by Shenika
Nice room and friendly staff.
