This Sunday our Compensation Clinic is about my recent stay at the Element Hotel Vancouver Metrotown where the stay has been more than mediocre due to some room defects.
The issues included a loud fridge and a leaking faucet that provided disturbance the entire night of the stay.
After staying at another Element hotel before the brand concept wasn’t foreign to me but for something about this particular stay was just off and it wasn’t just the actual defects of the room but also the general functionality of the interior design which I already wrote about last month (see here).
Problems during my stay included the fridge which made a horrible sound and the faucet which leaked water during the night.
In the end I took the extension of the faucet and placed it flat into the sink after wrapping some paper towels around it the provided temporary relief.
After my stay I left Tripadvisor feedback and then received an email from the Front Office Manager at the property.
My apologies once again regarding your recent stay at the Element Vancouver Metrotown. I wish we will cross paths in the near future and hopefully we will see you again soon. If there is anything I can assist you with to make your experience better, please let me know.
I would love to offer you a re-invite complementary one night stay, now that I have given you a bit more knowledge of our brand and what our brand is all about. Or, if our brand again is not best suited for your needs, I would be more than happy to honor you points of 3,500 SPG points towards your SPG membership. Please let me know which can be most beneficial for you and I will ensure to personally arrange this for you.
I decided to accept the 3,500 SPG points (50% of the point used for the award night) as I’m 100% certain that I won’t be returning to this property after the experience I had during this stay.
It’s one thing to offer a select service hotel but at least the strange arrangement of various equipment in the room should work properly and a fridge that sounds like an airplane starts up and a dripping faucet is nothing that enhances a stay. At least not if the kitchenette is just a few steps away from the bed.
Element Hotels (just like Aloft) doesn’t offer upgrades to larger suites beyond the studios for SPG Platinum members. Even though larger suites were available the day of my stay I wasn’t eligible for those so in the end the situation was that I had to sleep in one of these horrible studios. The outcome was the one described above.