Element Lexington

My room was comfortable and clean, and the staff were nice. However, I was very disturbed to find that the hotel is being used to house migrants and I feel I should have been told that before I booked. I will not stay there again. I am a gold level Bonvoy member, but I question whether I will stay at any Marriott Bonvoy again. I wish I had read reviews before going because apparently this has been going on a long time with many other people having the same complaints but clearly Marriott doesn’t care enough to address it. I am truly disappointed and disgusted with Marriott Bonvoy.

Awuful - just awful ... Used to stay there a lot... Now it became impossible. Corridors smell of food weed smell everywhere in the eve. Garbage is being put out Cold water in the shower Honestly feels like a refugee camp Definitely going to write Marriott - this hotel should not be on their portfolio

I would like to highlight 3 issues I faced during my stay at Element Lexington: 1) No-show Fees Despite Notification: It's frustrating when you notify the hotel about a late check-in and you are promised they will check you in so that your room is held till you arrive and still get charged a no-show fee. This shows a lack of flexibility and understanding on their part. Room Availability and Maintenance Issues: It's unacceptable when you notify the hotel about a late check-in and you are promised they will check you in so that your room is held till you arrive only to find that your room is not available. This inconvenience was compounded by being sent to a room that is under maintenance, delay in finding a suitable room and finally being sent to a room with a bathroom door that did not close properly. Customer Service Experience: While the front desk staff, especially Isaac and the lady who checked me in, seemed empathetic and friendly, the behaviour of the complex accounting manager - Kaila Adams was disappointing. Not believing what I had to say and not receiving empathy for the issues you faced added to the poor experience.

Atrocious. No room housekeeping service is provided unless you specifically ask for it the day before. A fact that is not communicated neither at booking not at check-in. Only when you realize that your room has not been cleaned, the bed has not been made and the towels have not been changed are you informed that you should had asked for it the day before. In addition, it appears that this hotel is now a homeless shelter.

This hotel is in a GREAT location - literally steps away from Minute Man Historical Park and less than two miles from the Lexington Green. If you are a history buff you would be hard pressed to find a better place. We actually used the kitchen which is a feature we love. We were there for three nights and cooked in room for two of them. Good kitchen - no oven though and limited pots and pans. But functional still. Hot, hot water in the shower and strong spray - liked that. Good breakfast with plenty of options. Like a few people have said it is a little dated and the bathroom had some cracks in the tile but we were gone all day and really just needed the kitchen and bed. Also - not sure how anyone would know what kinds of people are staying at the hotel - a few of the previous reviews seemed more like racist rants than fair reviews. Place was quiet as a tomb almost all the time. People were polite and considerate.