Element Miami Brickell — Hotel in Miami

First, the overall rating has more to do with not getting the room that was shown to be as being booked, rather than anything to do with individual staff.

The good: A very chic looking hotel within close distance to many dining options and the cruise port. The rooms were clean and modern looking. The breakfast buffet had the basics: self-make waffle station, oatmeal, yogurt, breads, as well as a grill item that looked to change every day. The deck area outside the main lobby was very comfortable. The staff were all friendly.

There is a ~ $30 resort fee, but you can get a $30 dining credit at the adjacent AC lounge, as well as apparent car service.

The bad: I did online check in before my departing flight at 1130 AM, indicating an arrival time of 345 pm. Check in for this hotel I believe is 3 pm. Due to traffic, we did not arrive until closer to 415, but our room was not yet ready. We chilled in the hotel lounge for a bit, and notified in the app that the room was ready at close to 445. So not that much later than our indicated arrival, but still well beyond the indicated check in time.

I had booked a "Studio Commons Connector, Guest room, 2 Queen, City view". The picture shown for the booking in the app showed a living area with a couch, a kitchen-type of island, and a full kitchen. the room desription also indicated a 'full kitchen including dishwasher'. I was instead assigned a more standard room with 2 queens and a nice city view, but it did not have the couch nor the full kitchen. I had a fridge and a sink. As we had prearranged dinner plans, I contacted staff through the Bonvoy app who told me that the room actually assigned to me was part of a 3-room suite, and that I should not have been able to book the larger room category. When I informed them that I was led to believe I would get the larger room with the full kitchen, they unfortunately could not do anything because the two available suites (that I was led to believe I had booked) were already occupied. They did offer me credit in the adjacent AC lounge, but by the time I was tired from travelling and was ready to retire for the evening. To save some money I had planned to purchase some food at the nearby publix and use the full kitchen to prepare it, but without it, was unable. We ended up eating out which ended up being a bit more expensive but not disastrous.

The sleep itself was fine. The AC unit is a bit loud, and you do hear the sound of the nearby train despite being on the 21st floor.

I thought this was an issue with Bonvoy itself and not specifically the hotel (at least from what I can tell). If I was not supposed to be able to book that room category, why did no one let me know about this between June (when I booked) and November when I checked in?

ADDENDUM: contacted Marriott Bonvoy 11/29 regarding the booking error. They replied 11/30 saying they have directed the concern directly to the hotel. As of 12/13 I've yet to hear from the hotel regarding this misrepresentation of the room booking. I would hope they would at least credit me some of the points I used for the booking. I have since revised my rating...

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...

I recently stayed at this property, and while there were some positives, the overall experience was disappointing.||||On the bright side, the location is convenient, the gym is well-equipped, and the pool area is relaxing and charming, offering a pleasant escape.||||Unfortunately, these were overshadowed by several issues. To begin with, the cleanliness of the room was unacceptable. Shortly after check-in, we requested immediate cleaning due to visible hairs on the floor, stains on the desk and bedside table, and even mold in the shower (both on the silicone and grout).||||Staff service was another major disappointment. While most staff members were polite, many seemed to be in training, leading to service that didn’t meet Marriott standards. For example, we encountered significant issues trying to apply a standard Marriott employee discount on food and beverage, which my husband receives as part of his benefits. Despite presenting a valid voucher, the staff appeared untrained on how to process it. We were sent back and forth between the bar and front desk, with repeated promises to consult a superior, but the issue remained unresolved for days. At checkout, we were finally told the discount wasn’t applicable because the hotel “doesn’t have F&B outlets,” which was untrue. This unnecessary back-and-forth was frustrating, as we had the feeling we had to chase the staff to get a response. At every other Marriott property we’ve stayed at, this process has been straightforward, and it’s unclear why this hotel made it so unnecessarily complicated. ||||Additional issues with the staff were evident. For instance, staff frequently used the same elevators as guests. While this might be unavoidable, none of them gave priority to guests when entering, which felt out of place for a hospitality setting. Moreover, if you happened to share the elevator with them, you’d often overhear complaints about their work, including how much time they had left in their shift. This, combined with a noticeable lack of supervision—especially over the weekend when no managers seemed present—contributed to a poor guest experience.||||To conclude, while the location and amenities have potential, the service quality and professionalism fall far below Marriott standards. I sincerely hope these issues are addressed, but until then, I cannot recommend...