Element Orlando Universal Blvd. — Hotel in Dr. Phillips

I Stayed at this hotel with my family Memorial Day weekend we checked in Saturday night. We had a two bed and a one sofa bed, the first night on one of the queen beds my sister was sleeping was wet. We assumed it was just wet from the sheets being cleaned recently , so she just got extra sheets.

The next day we went to the amusement park we got back at 9 or 10. After showers my sister checked the bed again to find out the bed it still soaked with an odor. So she tried to call house keeping. Which apparently closes at 11pm. So the only thing left that we could do is call the front desk. That’s when my sister talked to Sarah (the manager) about their being an odor and needing new sheets.she delivered them my sister put those sheets on top of the sheets she got from the day before, which is also on top of the original sheets from us checking in.

In the morning when we were getting ready for check out we decided to remove all the sheets down to the original, and that’s when found a wet soaked spot of urine which was followed by a pneumonia smell.

When checking out Ms. Sarah (the manager) wasn’t there working at the time but Ms.jennete (the House keeping Manager) was there and she verified the room was not cleaned let us know she will look into it a give us a refund on the parking. (As if parking was the issue)

Which didn’t make sense because parking wasn’t the issue, but she stated in her position that’s all she could do and the manager Sarah could do more and she would call me the today after 2pm with my information on file , which they also verified Before we left. Which Sarah did not. I left a voicemail, emailed her and also called the hotel multiple times. I finally got in touch with her today after waiting on hold for 20 minutes.

Just for her to say she can only credit me back 50 dollars more because we didn’t tell them about it the first day even though we got extra sheets the first night and requested more sheets because an odor the following night

We paid 170 a night for two nights for a total of 350 after taxes and fees just to credited 50 dollars for parking and 50 dollars off the actual room. My girlfriend requested a record of the rooms last cleaning session and Ms.Sarah said she’s not aloud to give those records out. My girlfriend asked also if the calls are recorded so she can verify the call that my sister made about the odor and needing more sheets but she said the calls aren’t recorded either. But then repeatedly said if we told she could handled better but again we told her my sister called Sunday night once she noticed the odor.

So to sum up this long story up me and my family was very upset about this whole situation and we advise you too please think twice about staying here because your room more then likely might a health...

I'm a huge fan of the Element Brand, but this location fell short on many expectations. Let me start with the only two positives I have. One, I did receive a room upgrade, which is almost unheard of in the Marriott brand, especially when you're staying multiple nights. However, that was only because the room type I booked was apparently only available near the elevators, and I didn't want to listen to that every day. The second positive is the proximity to food, shopping, and attractions.

Here are the issues I had with this property: the rooms have a lot of wear and tear, but that doesn't surprise me since mostly families stay here because of it's proximity to the parks and kids are destructive. But there is no escaping the sound of kids. You hear every sound from the hallway and the rooms next door when you're in your room. I found myself having to raise the sound on the television to get some peace. Another issue I had pertaining to the hallways was that I was always greeted with trash and mounts of towels as I walked to my room. This is a symptom of the brand refusing to do regular cleanings of rooms. It was so unappealing to see EVERYDAY. My room was freezing cold and the air would run even though I turned it off. The last thing is that my bedroom had no alarm clock and the phone was in the living room area. Since there was so much noise, I closed the door to the bedroom so I could sleep. But that means I wouldn't have been able to set an alarm through the phone service. That was disappointing as well. And yes, I'm sure you assumed that I'd use my phone, but I always set a backup on business trips so I don't miss anything, and I was unable to do that.

Normally, I'm throughly impressed with the breakfast at this brand, but that left a lot to be desired as well. There is usually a fresh, made-to-order chef option like pancakes or omlets. But this location opted to try to dress up frozen products. You can tell since the chef items are in a hot holder and they are storing items on top of the griddle. Most of the breakfast items lacked seasoning and appeal. My favorite were the "seasoned potatoes" that had NO seasoning. Not even salt or pepper. Why call them that?! Just call them diced potatoes.

The level of service from the staff was inconsistent and left much to be desired. The woman who checked me in was friendly, but that's about it.

Overall, I wouldn't stay at this hotel as a business or solo traveler. There are way too many other options that are better suited for relaxation and...

By far the worst hospitality experience we have ever received. Upon arrival, the receptionist was not friendly. We greeted the individual and received nothing in return other than a sarcastic tone, what can I do for you? We stated we were there to check in. We gave him our information and he requested a form because we used a Marriott discount code. However, we "attempted" to explain to him that the hotel is currently closed due to Covid. The individual was quick to shut us down and disregarded anything and everything we had to say. Moving forward, he began stating we were aggressive towards him and he was going to call the cops on us because we were "trespassing." Trespassing? I am convinced this "Assistant General Manager" has no knowledge as to what the definition of trespassing or aggressive is. First off, we had a reservation. By no means were we trespassing. Secondly, if I am having a conversation and I sound annoyed because of the way we were being treated is considered aggressive than Elements Hotel needs to reevaluate who they are putting in charge.

I then asked the individual what his name was because he was not wearing any name badge. He did not like that question from my part and kept on repeating we needed to leave the property as he went to pick up the phone to call the cops. At no point did I cross any boundaries with this personnel. The entire experience was completely uncalled for and the way, Lee Orlinsky, the Assistant Manager, handled the situation was not professional. We explained that we have used the code before and did not run into issues. He could have easily addressed the situation differently. Instead, he decided to pull the hospitality card on my husband stating that he should know because he is an employee. Nope. Not having it. The one who should be reevaluating hospitality is him. All we did was ask a simple question as to what would we do in a situation where getting access to a form is not available due to Covid Closures. The security cameras can be reviewed and they will show that at no point were we "aggressive" or "coming at him" as he stated.

At the end of the day, I was happy not to stay at this facility. If the check in process was that bad I could just imagine everything else at this hotel is as well. All the best to this...