Element Las Vegas Summerlin — Hotel in Summerlin South

After viewing the hotel features and pictures online, I was excited to book with what looked like a very nice, comfortable, pet friendly extended stay hotel, but sadly it was an enormous disappointment. I called the reservations number to book my room to ensure we got what we needed as we were staying in this room for 2 weeks. I requested a king one bedroom suite, NOT handicap accessible and if possible to be near the stairs and away from the elevator. I called a month in advance to make the reservation. One week prior to check in, I called to verify the reservation and again request near the stairs/away from the elevator as we were traveling with a service dog and wanted to have easy access to outdoors and wanted the quietness of being away from the elevator. I was assured by customer service that they would put the request in and that someone from the hotel I was staying in would email me back to confirm within 24-48 hr. I was not contacted. The day prior to check in, I called the hotel directly. They said they did not have my request noted anywhere on the reservation but they would add it right then and also recommended I check in early the day of to ensure I got the room I requested. The day of check in I called to make sure I'm able to check in early (I'm traveling with 2 weeks worth of luggage, a child and a service dog so we didn't want to drive all the way there and sit in a parking lot if we could not check in). I was told I could not check in early but to arrive right at check in time and that would suffice. So I showed up at 3pm... and was told I would be staying in a handicap accessible room directly across from the elevator. I reminded them of my multiple requests and the manager said they were completely booked and all the rooms taken so I could take it or leave it. Not great customer service. I then asked if we could switch rooms in a day or two (we checked in on a Wednesday so I wanted to switch rooms before the weekend rush). The only person I found helpful (Alex) said I would be able to after the weekend so we waited. And waited. And waited. I continually asked to switch rooms and was given excuse after excuse as to why we couldn't switch. We spent two full weeks in the room that was the exact opposite of what we requested and the staff was completely unwilling to help.

Now let me give you the negatives:

1- in this handicap accessible room the shower head is placed on the long side of the wall and you have the distance of the short side of the wall to work with when bathing. There's also a small rubber lip to hold the water in. I understand the need when you require a wheelchair but when you have a small child trying to shower in there (even the adults couldn't shower without water pouring on the floor) then it's a disaster. There was zero counter space. And no vanity/drawers because ours was removable for handicap accessible needs. We ended up moving the coffee table in the bathroom to have SOMETHING to put our toiletries on. TWO weeks we dealt with this. TWO weeks I asked for a different room.

2- the layout was awful. Tiny cramped space with too much furniture. I ended up putting one table under the stove and one in the bathroom just to get them out of the way. There's a random rolling table shoved under the closets by the door that was totally unnecessary and took up space where we could store our luggage. I saw the layout of a non-accessible room and it would have suited our needs MUCH better. Again, I made the request to move and was denied. Repeatedly and rudely.

3- there was NO full size closet. I needed to hang up our business attire and had to cram it in a half closet because there are no full length closets in an accessible room. I was told they would bring us bellhop rack for our clothes, which never happened and would have taken up the very limited amount of floor space we had to store our luggage and dog kennel. I ended up buying an over door hook which of course prevents the door from closing but it was all we could do.

4- the cleanliness of the room was terrible. There was a half drank bottle of coke in our fridge when we checked in. The utensils had crusted food on them. The floor NEVER got mopped the entire two weeks we were there (and we had them cleaning every 2 days) so our feet or socks would be black just walking through our room. There was a used stick of deodorant in the cabinets in our kitchen. On day 10 after one of the linen changes, my husband woke with bug bites all over his legs which looked consistent with bed bugs- linear pattern and such (I'm a primary care physician and have seen more than my fair share of these things and counsel my patients on them so I'm very familiar). When I pulled apart the comforter and sheets I found bed bugs. I let the front desk know and requested to move rooms. I was told they don't have bed bugs because they recently exterminated and I was mistaken despite having physically seen them and my husband's legs were covered in linear bites. I was told we could not move rooms and they would have a fresh linen change sent right away this was at noon). So I gathered our things, put them in plastic bags that I had to purchase, and then spent the next 6 hours and $25 dollars washing all of our items in hot water to ensure there was no contamination. By 3pm they still had no changed the linens. We requested it again, and finally by 6pm we got our "fresh linens" which included blood stains on the comforter. So we asked for new linens which arrived promptly at 10pm, well past my daughter's bed time.

5- the breakfast was the exact same thing every day. Runny eggs, a bunch of carbs, and a small fruit selection of apple, orange or banana.

6- though this is a pet friendly hotel, there is no actual place to give your pet a break. No grassy area, dedicated walking path, nothing. I'd highly encourage they add a small play/potty are for pets.

7- the pool was placed in the least advantageous place situated between the two sides of the building so that it is completely shaded by 2:30-3pm every day. So if you want some poolside fun, be prepared to go in the morning when it's cool, or play in the shade all day.

8- the rolling stools in the living room area are extremely loud when rolled across the tile/wood floors. By this, I mean if the person on the floor above you, or in the room next to you rolls it on their floor it sounds like a freight train coming through your room. The walls are extremely thin and you can easily hear your neighbors having regular conversation, coughing or sneezing, or just about anything else.

9- the cleaning staff like to stand in the hallways and chat, loudly, especially by the elevators. Between the thin walls which prevented a decent nights sleep and the fact we requested to be away from the elevators- I found this immensely unprofessional and irritating.

10- our room faced west and the afternoon sun was brutal. We kept the shades down all day but our air conditioner could not keep up. We would have it set on 72 but by 5pm it was 82 in our room which is TOO hot for us or our dog. We'd have to leave the hotel until it got dark and the AC could catch back up. We again requested to move rooms for this issue and were told we'd be accommodated but of course it wouldn't be for a day or two. So id ask again in a day or two and given a litany of reasons why we could no longer move.

11- we had one big, deep pot to cook with in our room. No skillet. No pot holders (which were needed to move the steel pot that has steel handles). These items were available in non-accessible rooms but again, because we weren't allowed to have the regular suite we requested, we could not cook anything but pasta or boil eggs.

Positives:

1- the fruit smoothies for breakfast were tasty. Small but tasty and given the limited options, it provided the best choice if you don't want runny eggs or generic bagged bagels and pastries.

2- they provide bags for pet clean up.

3- they have a small gym though I'd recommended buying passes at the fitness place one parking lot over called Power Hour 360. Far better than the hotel gym.

Overall, I spent a large amount of money to get the exact opposite room that I had requested and despite my multiple requests to get moved to the room I had made the reservation for, I was told no. The cleanliness was unsatisfactory. The staff helpfulness was unsatisfactory. Our overall stay was satisfactory only in the sense that we were able to have a roof over our heads, our dog with us, for the two weeks until we moved to Japan.

I would NOT recommend this property to anyone and I would absolutely not stay here again. I would not trust that the staff would give me the room I requested (and I don't just mean being away from the elevator- I mean not putting me in a handicap accessible room when I specially said I did not want this because it's a huge pain with a child). I felt lied to by the staff and I would not trust the cleanliness especially after alerting them to the bed bugs and blood stains on their linens. Because of our work schedules, we ended up having to stay an extra (15th) day in the hotel which believe me, was just as miserable as the first 14. We were all very happy to depart this place and will not return. Lots of room for improvement, Elements/Starwood. I'd suggest you bring higher management to the property and get...

After viewing the hotel features and pictures online, I was excited to book with what looked like a very nice, comfortable, pet friendly extended stay hotel, but sadly it was an enormous disappointment. I called the reservations number to book my room to ensure we got what we needed as we were staying in this room for 2 weeks. I requested a king one bedroom suite, NOT handicap accessible (challenging with small kid) and if possible to be near the stairs and away from the elevator. I showed up at 3pm to check in... and was told I would be staying in a handicap accessible room directly across from the elevator. I asked to move and was told I would be able to after the weekend so we waited. And waited. And waited. I continually asked to switch rooms and was given excuse after excuse as to why we couldn't switch. We spent two full weeks in the room that was the exact opposite of what we requested and the staff was completely unwilling to help. Now let me give you the negatives: 1- in this handicap accessible room the shower head is placed on the long side of the wall and you have the distance of the short side of the wall to work with when bathing. I understand the need when you require a wheelchair but when you have a small child trying to shower in there (even the adults couldn't shower without water pouring on the floor) then it's a disaster. There was zero counter space. And no vanity/drawers because ours was removable for handicap accessible needs. 2- the layout was awful. Tiny cramped space with too much furniture. 3- there was NO full size closet to hang business attire. 4- the cleanliness of the room was terrible. There was a half drank bottle of coke in our fridge when we checked in. The utensils had crusted food on them. The floor NEVER got mopped the entire two weeks we were there (and we had them cleaning every 2 days) so our feet or socks would be black just walking through our room. There was a used stick of deodorant in the cabinets in our kitchen. On day 10 after one of the linen changes, my husband woke with bug bites all over his legs which looked consistent with bed bugs- linear pattern and such (I'm a primary care physician and have seen more than my fair share of these things and counsel my patients on them so I'm very familiar). When I pulled apart the comforter and sheets I found bed bugs. I let the front desk know and requested to move rooms. I was told they don't have bed bugs because they recently exterminated. I was told we could not move rooms and they would have a fresh linen change sent right away this was at noon). So I gathered our things, put them in plastic bags that I had to purchase, and then spent the next 6 hours and $25 dollars washing all of our items in hot water to ensure there was no contamination. By 6pm we got our "fresh linens" which included blood stains on the comforter. So we asked for new linens which arrived "promptly" at 10pm. 5- the breakfast was the exact same thing every day. Runny eggs, a bunch of carbs, and a small fruit selection of apple, orange or banana. 6- though this is a pet friendly hotel, there is no actual place to give your pet a break. No grassy area, dedicated walking path, nothing. I'd highly encourage they add a small play/potty are for pets. 7- the pool was placed in the least advantageous place situated between the two sides of the building so that it is completely shaded by 2:30-3pm every day. So if you want some poolside fun, be prepared to go in the morning when it's cool, or play in the shade all day. 8- the rolling stools in the living room area are extremely loud when rolled across the tile/wood floors. By this, I mean if the person on the floor above you, or in the room next to you rolls it on their floor it sounds like a freight train coming through your room. The walls are extremely thin and you can easily hear your neighbors having regular conversation, coughing or sneezing, or just about anything else.

I submitted a more in depth review to their website- had to pare this down to meet...

Stayed at the Element for three nights during a business trip the Vegas and it didn't disappoint...

Also first time staying inside an element branded hotel, and was pleased by the experience. The rooms didn't feel like one of those traditional hotel rooms, they were functionally, thoughtfully designed, even though I didn't use it, it had a kitchen and full size fridge... this chain feels like an upscale version of aloft, and the room kind of reminded me of an extended stay hotel, but a million times nicer.

No real cons that left a sour taste in my mouth, although.... in certain areas, training/management is a bit rough on the edges. The first room I was assigned to had plumbing issues and looked like someone was already fixing it... but forgot to block the room off. The new room is fine, but for some reason didn't have a guest phone which is weird. Floors are paper thin, so I had to tiptoe around to prevent disturbing the guests below. Housekeeping didn't clean my room the first night, which is fine for me. but it'd be nice to know this before I throw dirty towels on the ground as its not too convenient to call the front desk when there's no phone in the room. Suggestion: It doesn't take 30 seconds to come into the rooms and just replace dirty towels placed on the floor.

After the second night, housekeeping missed the do not disturb magnet, and opened the (deadlocked) door a few seconds after knocking. Shortly after 8am the final day, they started knocking again (to see if we checked out) ... kind of annoying to be woken up. Suggestion: Ask for check out time and forward that to housekeeping staff. Don't use room cards to knock on room doors.. that nasty sound makes me want to jump out of the window lol.

Lastly, in keeping with the green theme, the hotel has "green" parking spaces for EV charging. As owner of an EV myself, I always look for hotels that have EV chargers (coming to the car in the morning with 250 miles of range remaining is priceless)... but.... on most nights, the space was occupied by a non-EV which was lame. The EV charger also looked to be a standard 110V outlet which would probably add about 20 miles to an EV after a full night's charge... not too useful, and I guess whoever implemented this isn't too EV-savvy... which is fine because the nearest tesla supercharger isn't that far away from the hotel.

Overall, if you're looking for a newer hotel in vegas in a nicer, quiet peaceful non-grungy neighborhood that's not too far from the loud, rowdy, circus like atmosphere of the strip, the element is definitely for you. Not sure why I didn't discover this hotel earlier, as the previous years I stayed at the other spg in lake las vegas... in the middle of nowhere, an older property also. This is probably one of the nicer SPG hotels of the half dozen or so in vegas, definitely preferable over the mega-hotels on the strip. Despite the minor annoyances, I'd book this place again with...