Element New York Times Square West

James was very helpful in everything regarding our bags, he was answering all questions even the ones belonging to reception like check in and out times, breakfast times etc. he was great, sadly he was the only great experience we had.

Well well, where to start... we have stayed 4 times now at this hotel over the past 9 years. The first 3 visits were amazing which is why we came back as part of our honeymoon the 4th time. Sadly, reception would not let us check in as we changed banks and didnt had the card used for booking and payment in full no more. They suggested they charge us again on the new card and they would refund the previously charged amount back to the account - which is closed and no longer exists. The answer was - talk to you bank on how to get the money back. NOT ACCEPTABLE at all. We stayed in 2014 last at the hotel, comparing the breakfast buffet, the afternoon “snack” between 2014 and 2019 now its very sad and nothing like it used to be. It was a 10 star rating before not i would only give 1-2 stars, thats how minimal it is now. A very big selling point was the afternoon snack which was basically a afternoon buffet which turned into stale cracker (1 type only) 1 type of cheese and 1 type of olives, thats it. It used to give 2 types of bottled beer, lemon water all day and tea - it downgraded to 1 beer only and water available during breakfast and afternoon time. Last but not least, we checked in 20 min after available check in time, rooms were not ready before hand, not even for honeymooners. Fair enough, but we would have thought the room would have been vacuumed and not have the skin bits and paper bits on the floor boards from the previous guests. Beds were fresh, no hairs or anything, shower was well freshed up every day as well, but the floor could have used a vacuum, either before we got the room, or at the very least during our stay - but nada. Be aware the hotel has 40 floors for rooms, being on the 40th floor has amazing city views, however 1 out of the 3 available lifts are 99% of the time locked out for staff use to transport rubbish and dirty bed sheets. The 2 lifts can not really cope with the demand during most hours of the day.