Element by Marriott Hampton Peninsula Town Center

I had the Presidential Suite connected to the rooftop, I enjoyed my bday weekend. Very nice & quiet.

I liked the location. I originally stayed at the Element because I have stayed at several Element’s in other states and my experience was great!

First off I was charged an additional $522.50, then after the card machine showed approved and I signed. I was then told it had declined. I was told I would be charged less than $400 and that’s including the $150 incidental room fee just in case anything happened to the room. I was then charged again $267.50 because the first transaction “didn’t go through” ( which was incorrect. I then pulled up my app and showed the front desk person that I was charged twice and asked what was the $522.50 charge even for since I was only staying one night. My daughter has autism and although we were book for Friday to Sunday, I called the hotel and spoke to Debbie and advised her that my daughter was not feeling well and we needed to ensure she was okay to take the 6 hour drive from NJ. I also spoke to the manager who was on staff and he said the charge would fall off, the front desk agent said it would fall off after the night audit at 12am. When it was time to go to sleep we pulled out the sofa bed. It was stained all over and looked like a murder occurred in the room or lots of bodily fluids was all over it. The mattress was thin, very hard, and you could see and feel the springs in it. It was stained with what looks like urine and blood as well (I have videos to prove it). We went down to the front desk and showed the front desk agent the videos and he took us to another room, the sofa bed and mattress were in the same condition. So he took us to a third room and although there were some stains on the sofa bed the mattress was cleaner than the others. I travel ALOT! I have stayed at the Element in other states multiple times and have never had this experience. We went down to buy yogurt from the front desk area and after coming back up to the room and opening it, we noticed the date was expired. They expired on August 14, we also got a drumstick ice cream that was frost bitten.

The hotel is actually not a terrible hotel. The main issue is the communication. I have an issue with billing. I left messages and hadn't heard anything. I don't trust them with my money. Be careful. Still waiting on a double charge after 2 weeks.

Overall ok stay. The issues begin on my arrival day when I received a call that seemed as a scam from the start. However, my original booking was doubled booked could not stay at location and wasn't informed until 2 hours before checkin. Reservation was found at no additional charge and I specifically asked if this reservation was confirmed so there would be no complications upon arrival. I arrived for checkin at Courtyard by Marriott just to be told there was not a reservation for me. The clerk did nothing to try and help me. I stepped out of the line to call hotels.com back and explain I'm being told that there is no reservation under my name. The hotels.com rep apologized and asked me to hold while he contacted Courtyard by Marriott. Only with the call from hotels.com did the clerk say "on your reservation just popped up"! Very unprofessional and not sympathetic. Front staff needs more customer service training!!! Lastly someone in my party is wheel chair bound, and our room key never worked for the side entrance number 5, I told staff this several times and had keys reprogrammed the keys never allowed us access to the door that made the elevator easily accessible. Instead I had to go all the way around to front of building then walk a distance to get to elevator!! Whew. Not acceptable for a person who is disabled.

The weather was amazing and the event that we went to was on the next street from the hotel very convenient. The staff were amazing and the hotel was clean and beautiful.

Everyone was friendly, rooms were clean and updated, pool was clean. The breakfast was terrific. The staff was very accommodating

I liked the location and the breakfast options. The room had a humid smell initially but it got better after opening the window for a few hours.

Enjoyed my stay.