Great follow up with Chatwick on an issue I had nothing major! Keep up the great hospitality.

I had wanted to stay here for a couple of years, and finally had the opportunity last summer. I was apprehensive, considering what I read online, but my experience was not reflecting those reviews. I thought the hotel and my room were clean and the floor was quiet. The breakfast service was adequate and the daytime staff friendly and accommodating.

I stayed at Element Dallas Love Field June 1st – 2nd. When I checked in on the 1st, the air wasn’t working. It stopped working again on the 2nd. I had late checkout, so it wasn’t like I left early in the day. I used the chat feature with the hotel and they never responded. The outside temperature was over 90°F, so I’m sure you can imagine how hot it was in the room. Maintenance said that the air compressor was broken. After he left the 3rd time, the wall panel fell. Upon checkout, I spoke with a gentleman about the issues and he said that he’d add 2,000 points to my account. It has been a month and those points haven’t been added. I’ve also reached out to Bonvoy and Zena at the hotel multiple times and she hasn’t responded. 2000 points isn’t actually a lot in the grand scheme of Bonvoy point redemption and Element Dallas couldn’t even make good on that promise.

This hotel was really nice and very accommodating. Douglas and Mark (night audit) was truly friendly and went above and beyond and exceeded our expectations. Jennifer fixed an issue we had with no hesitation we need more people like them. The customer service was great and if I’m ever in the area I will most definitely choose this hotel.

**Check-in Experience:**I booked a one-night stay at the Aloft (co-located with the Element). Upon arriving at 12:30 AM, after checking in via the app, the front desk agent informed me that my room needed to be moved. This was confusing since I was unaware a room had been pre-assigned.**Room Switch Without Notice:**To my surprise, the agent canceled my prepaid reservation at the Aloft and booked me at the Element without informing me. The room features didn't match what I had booked, nor did it align with my previous stay. Additionally, I found an unexplained $33 charge on my folio.**Frequent Traveler's Perspective:**As a frequent traveler with over 100 nights a year at Marriott properties, this bait-and-switch tactic was unacceptable. Different brands cater to different travelers, and I chose Aloft for a reason. The room at the Element, primarily a long-term stay hotel, was subpar with issues like inconsistent water temperature in the shower.**Management Response:**I asked my Marriott personal ambassador to address the unprofessional behavior. When contacted, the hotel management saw no issue with transferring guests between properties. This response highlighted their lack of understanding and justification for their actions. Regarding the $33 charge, management vaguely attributed it to two Life Waters in the room, ignoring the Element in-room sign promoting free filtered tap water which I would have happily skipped if I received the room I expected when booking the Aloft.**Conclusion:**Proceed cautiously with this hotel, as you may not get what you booked. The staff and management's disregard for proper procedure and guest satisfaction indicate a deeper issue. Marriott franchisees should uphold the brand’s standards, and this location clearly falls short.