Element by Westin Customer Service Issues

Upon our late check-in at 10 pm, we encountered multiple room issues. The first room was unclean from the prior guests, the second room had a faulty door lock, and the third room had several maintenance problems. The light fixtures were partially functional, the bathroom mirror light did not work, the toilet paper dispenser was broken, and there was no shampoo available. Additionally, the water pressure was extremely low, making the shower experience frustratingly long. Despite informing the front desk, the offer to change rooms again was declined due to concerns about the overall room quality. I am requesting a refund for the night in question and a complimentary night's stay to rectify the unsatisfactory experience.

Our family is currently staying at Element in Katy, Texas for 8 nights. We are now on night 5, and it has been a disappointing experience. This has been the worst hotel stay we have ever had, even compared to cheaper options like Motel 6. I feel compelled to share our grievances on platforms like Yelp and Tripadvisor to warn others. Here are some of the issues we have encountered: 1) There is toxic mold covering the window inside our room, obstructing the view. 2) Multiple items in the room are broken, including the room blinds, bathroom outlet, iron, and the ATM in the lobby. 3) The BBQ grill was dirty and inoperable, with old food crust and moldy utensils. 4) Services advertised on the website, such as happy hour and breakfast buffet, were not available upon our arrival. 5) Room cleaning only occurs once every 3 days, leading to overflowing trash and a scarcity of trash bags. It's disheartening that our stay has been plagued by numerous issues, making it clear that appearances can be deceiving at this hotel. We are deeply disappointed by our experience here.