This was my first stay at Element New York Times Square West, and overall I have mixed feelings.
The location is excellent, with a subway station only a few minutes’ walk away, which was one of the main reasons I chose this hotel. It’s also within easy walking distance of Times Square and Broadway, making it a very convenient base for exploring NYC.
Breakfast was a definite highlight. There were usually three hot options, which varied daily — generally an egg dish, a meat option and something like pancakes, French toast or breaded bites. There were also bagels, muffins, yoghurt, fruit, cereal, toast, cheese and cold meats, plus tea, coffee and fruit juices. There was plenty of choice to suit different tastes.
We were upgraded to a Superior King, although I wouldn’t describe the room as particularly spacious. It was fine for one person, but the bed was positioned so close to the AC unit that I think a second person would struggle to get comfortably into the bed from that side. The kitchenette was well equipped, although we discovered after a long flight that our pizza wasn’t going to cook properly in the microwave/oven! We mostly ate out after that, although we did successfully cook pasta one evening.
The bed itself was comfortable and the bathroom was good.
Unfortunately, the biggest issue was the lack of communication about construction work. This wasn’t mentioned before our stay or when we checked in. On one day, construction was taking place in the room immediately next door, which was incredibly frustrating, particularly as we had no warning.
Housekeeping was average. Beds were made daily when requested, bins emptied and the bathroom cleaned, but our sheets weren’t changed during our seven-night stay. There was also an unfortunate incident where wet clothes I’d hung in the shower to dry after a very heavy rainstorm were made even wetter when the cleaner turned the shower on without moving them. There was no communication or apology, and with only two days left I had to use the iron and hairdryer to dry everything before packing.
The Monday–Thursday happy hour is useful if you want a quick drink before dinner or a Broadway show, but it takes place in the breakfast area, so there’s very little atmosphere — essentially people sitting at breakfast tables with wine, cheese and olives.
As other guests have mentioned, the lifts can be problematic during busy periods, particularly with only two operating for a 40-floor hotel. The AC was also noisy, so I turned it off after the second night. Combined with traffic noise outside, I ended up using earplugs to sleep.
Check-in was excellent, but unfortunately check-out was the complete opposite. I queried the security deposit, particularly because we had two rooms, and asked when it would be returned and whether I’d receive a receipt. The response from the woman at the desk was very terse, and after I questioned another part of my stay I was met with an eye roll. It was a disappointing way to finish the trip.
Overall, this is a good hotel if you mainly want a convenient base for exploring NYC. The location, breakfast, comfortable bed and kitchenette are all positives. However, given the price, I expected better communication and service. The construction noise, housekeeping issue, lifts and inconsistent front-desk experience definitely brought the stay down.
Great location and breakfast, but there are several areas that need improvement — particularly communication with guests.
