Element Hampton Peninsula Town Center 1851 Merchant Lane, Hampton, VA 23666

"I booked a room at this location in Hampton for my daughters birthday & I must say the customer service was horrible. They did not honor the rates. They racial profiled us and told us a lower quality Marriott would probably best suit us, mind you im a Marriott Bonvoy gold member. They were condescending and smug and just plain rude. They tried to offer a military/govt rate without proof vs honoring the rate we booked for and had documentation for. They tried to up the price. There was a woman of color on the register when we first arrived, they took her off of the register to “better” assist us. It was all around horrible and I will never book there again. I give this hotel -5 stars"

"I took my daughter on an overnight outing and we stayed at the Element in Hampton. We had a few issues in regard to cleanliness during our stay but I felt that management handle it smoothly and so I was satisfied. Fast forward…I see a charge to my credit card (I stayed using points). I call the hotel somewhere around the 26th or so of November. I speak with the front desk, a nice young lady assures me the charge will be reversed and to give it some days. Which brings me to today, 12/8. I call the hotel to inquire as to why I still haven’t received the refund and yes, I reached out to the credit card company first. A small voice young lady answers the phone. I use that description because her voice was so low that I did not catch her name. After she placed me on hold for about 6 minutes she comes back to the call. I let her know my issue and she tells me to wait 3-5 days. So I asked her is that in addition to the time that I have already waited. I suppose that is when she decided to disregard my call. She proceeds to put me on hold and not to deal with it. I wait. After my time marker hits around 21 minutes, I call from another line and she answers. Did not ask me to hold so don’t try to use the “She may have been assisting other guests” excuse. I said, I see that you hoped I would hang up the other line but I would still like my issue resolved . She places me on hold again. After 3 minutes on hold on that call and reaching 26 minutes on the other, I call Bonvoy and file a complaint because now you are not only playing with my money but also my patience. That young lady is a poor representation of your staff and I hope it is corrected."

"As a GM of another property I was taken back by the professionalism of the current manager (light skin male) and front desk agent. I had some family come in the area and wanted to cook them food and keep them local to other family. I chose the Element for a king room with a kitchen, that was available under my employer discount. I attempted to check in around 12 and she said to come back around 2. I came at 4. No kitchen, no lights in room. Manager states I could pay 3x my rate as it did not seem to be an error in my booking type. Although inconvenient I understood. It wasn’t until the comment made under his breath to his other employee that “it wasn’t giving” that took me back. I reached out to a few colleagues and chose to stay at their properties. Won’t be back and can’t wait to discuss it in our calls and events when we discuss the current market. Warm regards, Ashley"

"We stayed in this hotel for Supernova Ska Festival 2023 and we were extremely pleased with everything. The room was spacious and the king bed very comfortable. The large TV worked well, and the kitchenette was amazing to have. We didn't use the microwave, but the mini fridge and the extra sink were invaluable. The shower was spacious with good temperature and pressure, and the linens were all spotless. We also enjoyed eating takeout food on the sofa while watching TV: for once we didn't have to dirty the sheets eating in bed. We even used the iron and ironing board (gotta look good for the fest) and found them to be clean and in good working order. In addition to the excellent physical aspects of our stay, this hotel went above and beyond with their service as well. Every employee we spoke to or dealt with in any way was wonderful, they were all very personable and helpful. The gentlemen who cooked us breakfast in the morning did a wonderful job. The breakfast food was so nice. It was a weight off our minds not to have to worry about getting breakfast before we went out for the day. All in all a very good experience; in fact, it might have been one of the nicest hotels in which I've ever stayed. We got a discounted rate through a collaboration between the hotel and the festival which allowed us to stay in a hotel that might otherwise have been beyond our means. I would absolutely consider staying here again, and I strongly recommend the Element to any traveler in need of accommodation."

"My stay was great. When I arrived was greeted with great customer service from all the staff received my room and quickly noticed it wasn’t what I booked went back to front desk they adjusted the total to reflect the room I stayed in. Had great service even received a phone call to make sure I didn’t need anything. Location was Convenient and around everything. Bed was relaxing and shower was magnificent the pressure was great!!! Loved everything except floor had a few stains. I would love for Marriott to send me a complimentary week there just to stay again Untill next time"