Element Spring Valley

“Perfect”

Clean, comfortable, modern. Perfectly appointed rooms: kitchenette, reading chair and light, work table, comfy king bed, room darkening shades, beautiful bathroom. Slept like a baby and at age 70 that’s saying something. Communal spaces lovely: huge gym, nice pool, serene lounge area, 24 hour coffe… more

Clean, comfortable, modern. Perfectly appointed rooms: kitchenette, reading chair and light, work table, comfy king bed, room darkening shades, beautiful bathroom. Slept like a baby and at age 70 that’s saying something. Communal spaces lovely: huge gym, nice pool, serene lounge area, 24 hour coffee bar, made to order breakfast entree. Here for only one night, but wish we could stay longer.

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“This property has gone down hill. Choose another nearby property!”

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. … more

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 our account.

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