Element Spring Valley — Hotel in Town of Clarkstown

Normally I don’t write negative reviews, but the poor service and conditions warrant it. We stayed at this property several times before, but not recently, and found that it has declined greatly. We were staying on points, for five days. I have given a 3 star review, but it could have been lower. Perhaps it could have been higher had they not knowingly put us in a sub-standard room or if they had acknowledged their shortcomings. Hopefully they will learn from our review. ||At the outset, when we checked in, we asked if an upgrade was available since both my husband and I both are gold members with our own accounts. The clerk/manager told us that no upgrade was available but out of curiosity, we went to the hotel website and found that there WERE multiple empty available upgraded rooms for reserving for the length of our stay. In fact, as we checked in, the desk clerk/Manager casually mentioned that having us was “better than an empty room, but he preferred paying customers”!||When we got to the room, 502, we found that it was “worn out”. For example tiles in the bathroom were loose and rocked when stepped on. But we learned that that was just “the tip of the iceberg”.||In the morning, a Saturday) the shower was barely warm. We called the front desk and they said to “let it run for 10 minutes” to get hot. We did, but it barely got warmer. When going out we stopped by the front desk and complained, but were told that they had done a “reset’ and the problem should be resolved. However, the next morning, Sunday, no hot water gain. The clerk said all he could do was offer us another room, and when we asked if he could assure us that another room would be better, he implied that it was only THAT room that had the problem, and it was known to be a problem in that room! Again, no upgrade was given, despite the problems and the continued availability of upgrades (which we confirmed on line). |The next problem was that the “included breakfast” was substandard. At breakfast the only hot item was “peppered egg whites with beans in a taco”! There were no plain eggs, waffles, or pastries. Bread was available to toast but with the toaster on maximum, the bread only got warm. No water was available at breakfast! After requesting water, we were told to get empty cups from next to the coffee machine and to go to a water fountain down the hall to fill the cups. (We wound up foregoing the “included breakfast” and went to a nearby grocery store to buy food for breakfast the next 4 days, at our expense.||Other problems: 1) There were empty beer cans and trash in the parking lot in the same places for the duration of our stay. 2) There is a laundry room, and we had planned to do our laundry. However, the machines take quarters, and the front desk had none. (We had to drive to a store to get quarters.)|We filed a complaint with Marriott about how poorly the property was maintained and the attitude of the staff. Marriott forwarded our complaint to the property, which offered a rebate in points that was less than 1 half of a single day! We wrote to the property with a copy to Marriott indicating that the offer that the property had made was insufficient. The property never responded, but Marriott did, and gave us a reasonable rebate of points.||Within a five minute drive of this property there is a nice Hampton Inn, a Hilton Garden Suites, and a Doubletree. All are similarly priced so there are plenty of alternatives to this declining property.||PS: The small number of points which the property promised to rebate to after we first complained to Marriott never appeared in...

Stay so far away from this hotel run by a bunch of trashy rude thieves. The receptionist whose name is Rahid had not one decent bone in his body. From the minute we tried checking in he refused every single request saying nothing exists or is available- in the empty hotel. He had no more cribs to give my second child, no availability for my family and our friends’ family to stay on the same floor. Everything was no. It gets worse. He lied that there were no connecting rooms in that actual hotel (there are) ,lied that no one is allowed in the lobby after 9 pm, and followed our children around the lobby all Saturday taking pictures and videoing them and their toys , because they were playing soundily. He yelled at the children throughout the ENTIRE day while they sat in the lobby with their games, at one point threatening to call the police if they don’t be quiet. The management is rotten at the top- he claimed he was FaceTiming his manager while showing him the kids. We found none of our rooms to be clean that afternoon at 4 pm- sure enough housekeeping told us they were told by RAHID - who was the one sole staff of the entire hotel ,NOT to clean our rooms. When asking him why not , he said we only clean every THREE days. More lies. So we found the housekeeper herself and asked her if she cleans every day and she said yes. Worst part is he stole hundreds on fraudulent charges after we checked out. That wooden ledge in the lobby that’s been loose for a year already, which someone has written about it in a review a year ago, is still broken. Unsurprisingly he claimed we broke it. The only damage was a flowerpot that knocked over by accident but he said it was TWO pots, the ledge AND a painting. All a LIE. We have taken children to hotels many times before and have never received such a horrible experience. We were literally abused by this nasty receptionist for the entire day. The trauma is real. The staff that came in to fill in between were more of the likes of him - they also never were interested in accommodating even one request....

Excellent experience at this Marriott hotel for a one night stay with my family. Booked this hotel based on location to travel plans day of and day after. I dealt with Rohit almost the whole time so shoutout to his great service. Free outdoor parking had plenty of spaces even late at night. FYI- keycard works on doors facing rear parking next to electric car charging stations. Checked in at around 3pm and was quick (maybe 5 min). I tried using mobile checkin, but it only allows one hr checkin ahead of time and I just arrived so didn’t want to wait. Next time I’ll know. After check-in (pre-requisite) I booked an hour for the pool. This “inconvenience” of needing to book turned out to be great as it was like a private pool for us. There is a changing and shower room. I don’t think the hot water was working so we just used the pool towels to dry and went to hotel room to shower. Pool is about 4’8” on deep end. After check-in, we came down to get some free coffee and tea and also check out the amenities. As we were planning to use sofa bed, we asked for extra linens (didnt need a pillow as had extras), and shower towels as more people than towels. Rohit was able to ask his colleague who provided us on the spot service in a few minutes to take up to room. Didn’t use fitness rm, but a few people were there and they had a water cooler. Room was clean and had everything we needed including safe, wifi, adjustable AC temp, enough electric outlet ports for many devices. The door bolt was a little wonky (happenned twice) where I had to twist the inside door knob down and then up while holding the bolt in to close the door. Free breakfast was good. They have a “chef” who handled the hot food choices like avocado toast, sausage patti, egg omelet. They also have different tyes of milk for the cereal options, bagels, croissant, bread, toaster, apple/banana, juice options, yogurt and prepackaged danish and muffin options. They allowed me to bring up some food...