This is the first "Element by Marriott" properly we've stayed in. And after this experience, it's going to be our last. I'm trying to reconcile our experience with the high ratings other guests have given. First, we arrived at about 10 AM on our check-in day and were greeted by a somewhat seemingly harried person working the front desk. We asked if there was a chance we could check in early so we could drop our bags before going for a hike. His response was that "Check-out is at 11 and we're only doing check-outs right now." As if they were only set up for check-outs....Didn't make a lot of sense. Nothing about them being full, etc. We then had a painful discussion with him to determine whether there was a secure area we could drop our bags, considering the danger of breakins at local trailheads, and if he would notify us when a room was ready for us. He showed us to a locked storage closet containing food and wine and said we could leave our bags there. He didn't provide a claim check or other documentation for us to claim our bags when we returned. So, having faith in Marriott, as a long-time Loyalty program member, we left our bags...Upon our return that afternoon we ran into a much less-harried person at the desk who got us checked in and we retrieved our bags. Unfortunately, that was the highlight of the experience. We checked into our room got cleaned up and went to dinner. We returned, expecting a restful sleep and got anything but. The paper-thin walls and poor seal on doors allowed all kinds of exterior noise to penetrate the room. People talking in the hallways and the adjoining room, people slamming doors, the airconditioning cycling on and off. Finally, at about 5:30 in the morning, serveral people in the hallway had a lengthy discussion, which we could hear clearly in our room. At that point, we gave up on sleep. Now, let's discuss the cleanliness factor, especially in the time of Covid. Upon checkin we noticed a white powder on the desk of the room, a large stain on the shower pan and numerous stains on the walls of the bathroom as if some sort of liquid had been sprayed over the walls and allowed to dry, never to be cleaned by housekeeping. There were also numerous marks on the walls throughout the room. We also noticed the ventilation fan cover in the bathroom was covered in dust. Since Covid is an airborne virus, one would think thorough cleaning of air handing grills would be included. But that was not the case. Finally, the whole concept of Element seems to be including a kitchen with a small refigerator and microwave and plates, coffee cups and utensils in the room. However, there was no way to clean the utensils and since housekeeping isn't done on a daily basis, you were left with dirty dishes and no way to clean them since there was no dishwashing detergent. And, the king room had only one chair and a desk. If we had wanted to have a meal in the room, one of us would have had to stand, or sit on the bed with our plate in our lap. Seems problematic. Another, complaint, charging $10 per night for parking. Considering what they were charging for a room, it seems they could have included parking at no charge, especially since it was unsecured, street level parking. Some positives - The room had a separate filtered water faucet, allowing us to refill our water bottles and not have to purchase bottled water. And with the exception of the first person we encountered, the rest of the staff seemed to be friendly and professional. However, due to our bad experience, we aked to check out early, staying one night instead of two. The front desk supervisor tried to come up with alternate solutions but seemed unable to and we checked out after one night without incurring an early departure charge. At the time of checkout, we checked Marriott's Bonvoy website and showed room availabitly at the hotel, but none of those rooms were offered to us. In a nutshell, we're done with the Element brand of hotel, especially in Sedona.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
This response is the subjective opinion of the management representative and not of TripAdvisor LLC