Element Miami Brickell

"Arrived after a very late night, my room wasn't quite ready; the rep at the counter assured me she'd call when my room was ready. Went to get food at the nearby mall, walked around waiting for a call. At 3:45 I returned to the hotel, got a room. My very small room overlooks the train, so lots of noise. But the biggest issue was the loud music that seemed to be coming from the room next door. I called the front desk FOUR TIMES asking for help. The last time I was told that a manager would come check into it; I asked that the manager come into my room and hear what I'm hearing. I never heard another word from anyone. This team shows a complete absence of customer service. I will not be back."

"Booked my room months in advance and arrived this past Thursday at check-in to be told my reservation was canceled by the hotel. Front Desk Agent, Melessa/Melissa shared that the account/reservation did not have an authorized credit card on file and that was the reason for cancellation of the room. There was no prior notice, timeline, or shared communications from the hotel that inquired about needing an updated method of payment before check-in. The only answer I received was that communications sent were automated of cancellation. I still received an email the day prior that stated it was time to check in with no parameters or requirements. I asked for additional accommodations, but was told the rooms were sold out for the weekend. I was able to find accommodations at the AC Hotel next door, but was inconvenienced due to the lack of communications from the Element Hotel and its staff."

"Honestly if I could leave negative stars I would. Let me start by highlighting the obvious! - Wrong charges on my card which the front desk stated they can’t see. I call Marriott they tell me they can’t help me and refuse to let me talk to corporate they said talk to front desk who said they can’t see the almost $800 in wrong charges… makes no sense. Marriott customer service laughed and offered no help as a matter of fact they were quite rude. I’ve been exceptionally nice as Ive been here for two months over the holidays for work and bought cookies for the front desk and tipped the employees that took care of us well. We started reading prior reviews after realizing coworkers were having the same problem and seeing upset customers at the front desk and realized we’re not alone! The erroneous wrong charges on your card that the front desk says they don’t see seems to be a ongoing trend here.. so it seems either employees are stealing, Marriott is stealing or turning a blind eye to this allowing them to steal from customers or they have a severe computer issue but at this point over $800 in erroneous charges with over 10 phone calls to Marriott support that doesn’t care is ridiculous! Front desk only says they can’t see the charges.. my card company tells me they charged the card and it’s all posted and there’s no resolution after over a month of this problem. I won’t come back ever you couldn’t pay me. Someone in corporate needs to look into how several customers have mysterious wrong charges, more than three times of something happening is not a coincidence it’s a trend. They have a major problem and I sincerely hope it’s their computers and not employees stealing from customers. - Asked 5 time for our room to be cleaned before 4pm never happened once like not one request of ours was fulfilled. To top it off there’s a piece of chewed gum from a prior customer on the counter top and we’ve asked 5 times for that to be cleaned and removed and no one has done it! Note.. I’ve been here for 19 days and the gum is still here for the past 19 days. I stayed a month prior to this stay with only a 3 day break in between and switched rooms obviously when I checked back in. There’s an extreme lack of customer service and care. -After all the billing issues I wanted my card taken off file and they refused lol even though I had paid my balance in full up front. After them charging incorrectly they still refused. They said they need permission but yet won’t ever put you in contact with the franchise owner because it seems everything is a scam! - Finally after all this and all The money spent here when I wanted to buy a $4 protein bar they said I HAD to charge it to the room or have cash. They wouldn’t allow me to use my debit card which is ridiculous because I had been paying for my drinks at the pool that day separately on my debit card. It’s a complete mess. The only nice thing is the pool that’s it."

"Nice hotel. Clean. Bad water pressure. They forgot the hot in hot water. Checkout at 11 am is really early. Not usual. Our cruise was delayed for a few hours. I asked for a late check out at 12:30 - which is normally offered without problem given my status with Marriott Bonvoy - but I was told no before I even finished my request. No mobile check-in. You have to go to reception to get a plastic key like in 2000. Fine, but not wow... At least, not according to the standards I'm used to with Marriott."

"I would like to leave 6 stars for service. The team here at the Element are fantastic. Melissa made our visit extremely enjoyable. It is so nice to explore Miami and come back to the hotel with smiling faces. Breakfast offers fresh eggs cooked to order. The Bartender may be the best bartender I have ever experienced in a hotel bar. This is a beautiful property and I hope our family has the opportunity to come back."