Check-out ends at: 11:00
10555 Discovery Dr, Las Vegas, NV 89135, USA - Summerlin South, Nevada - U.S - 89135
Check-out ends at: 11:00
NEVER book here - I got charged almost DOUBLE to what I had reserved my room for
Reviewed 11 april, 2022
I had reserved a room with a specific rate and was charged almost DOUBLE at the end. Extremely poor customer service and I have been a member of Marriott for more than 10 years! I've never seen this before and I will NEVER stay here again. Please check the invoices and compare them to what you reserved the hotel for. I did stay one night less to what I had booked the room for and specifically ASKED the reception when I arrived if this would impact my rate and he said 'NO'. Now the manager says that this is written in their website.
Room Was Broken Into and Management Did Nothing!
Reviewed 31 march, 2022
I want to preface that I am of the mindset to almost never write a bad review. If I don’t like an establishment then I just won’t come back. Why hurt a business right? That said, this is a negative review that I must share especially for families with small children. DO NOT STAY HERE. The way management handled this disgusting situation was appalling. My family of 5 including 3 small children were placed at “The Elements by Westin” in Summerlin, Las Vegas while our home is being remodeled. Last Friday on March 25, 2022, we came back to the hotel to grab a few items right before heading to the airport. As we approached our rooms on the 4th floor (rooms 438 and 439), we noticed that a baby stroller was left in the hallway. We immediately realized a few steps later that it was our baby stroller that was left abandoned. One of our rooms (Room 438) was slightly opened and we could not ignore that the keyhole was stuffed with ripped up plastic bags. It appeared that people were coming in and out so they left it there to keep the door unlocked. The pillows on the couch looked as if it was shuffled around. Many of the kitchen cabinets were opened and the worst were the restroom and bedroom. There was a used towel next to a small bottle of lotion on our bed that we never used. The restroom showerhead was completely dismantled and there was electric/bondage tape around the sink area. I immediately called the front desk and a representative came to the room. He took many pictures and documented extensive notes for management to call me back. He made sure that he would let management know to call me. 4 days had passed and I did not receive a single phone call from anyone. Understandably, I was very angry. My family with 3 small kids were living out of these 2 rooms. Our privacy was compromised and no one had the decency to call until I made a fuss about it 4 days later. Finally, Paul from Elements by Westin called only after I had complained to my insurance company about the situation. Paul denied ever knowing anything about it at first. He only admitted to knowing about the break-in after I kept digging into his lies. He refused to give me his boss’ information for me to file a complaint. He even had the nerve to say that he doesn’t report to anyone although he admitted that he was neither the owner nor the CEO. Then of all things, he hung up on me! Wow! What a professional. I had to personally walk back into the hotel and asked for him to come out to the front desk since he didn’t want to speak over the phone. He still refused to provide any information for me to file a complaint other than a bogus 800 phone number that goes into a blackhole. My family have since moved back home although our remodel isn’t complete. We would rather live in a dusty home then stay at an un-surveillance hotel that does not take any safety accountabilities. Parents, if you are planning to come here then make sure that you’re with them at all times. Apparently, this hotel does not care if your room is broken into regardless if you have small children. They will only call you back when you make a big deal of it and will hang up on you if you are upset about their customer service. I will be sending this message to corporate and I am expecting a response from upper-management.
poor customer service
Reviewed 11 march, 2022
unimpressive interaction with staff. i had a package which arrived after i left. i sent them an usps label for an overnight delivery. 3 emails and 6 international calls later, i was advised they sent out my package, only to discover the following day the package was still sitting in the hotel. very unprofessional indeed.
In the words of BB King, ‘The Thrill is Gone!’
Reviewed 4 march, 2022
We stayed here in during a relocation shortly after this hotel was built (see my June 2010 review). The Element was a impeccably maintained property back then, consistently rated in the top 5 in Las Vegas on TripAdvisor. We lived in Summerlin when Barack Obama stayed on the top floor of this hotel while visiting as President. The Element’s very first general manager, David Smith, ran a very tight ship. Stayed here in December of 2021 and found the sparkle long gone! Apparently, mid-century modern doesn’t age well if you don’t replace damaged and worn surfaces. The Element is now tired and dated. Wouldn’t recommend staying here since there are many better options in Vegas. The one highlight of my stay was the staff. Very friendly folks work here. The front desk personnel were courteous and welcoming!
Reviewed 10 december, 2021
Beware bait-and-switch reservations. Even booking through their official website, if you reserve one room type, you can arrive to discover that the room type you reserved isn’t available. I brought this problem to the attention of management after it happened once, and it wasn’t remedied. This has happened to me twice, so it is clearly intentional that management hasn’t fixed it. Breakfast is served 6-9:30 and it’s pretty good.