Recently stayed at this property. Hubby and I are SPG owners and elite members. My room #322, overlooked power poles and a drainage ditch. AC didn't work properly, they did send up maintenance. The property was booked with multiple youth soccer teams. Coffee and tea are available 24/7, a nice perk, but due to soccer kids, breakfast was picked over. The door to my room didn't latch securely without pushing or pulling it closed. Called FD and requested to mark my room as "going green". The following day while I was shopping, housekeeping entered my room, threw away all the ice in the ice maker and removed the items out of my refrigerator. This scared me!

Called FD and went to front desk to speak with Manager, Tim. He didn't seem to care about the events mentioned above and/or about my safety. He simply asked me if I placed my "do not disturb" sign on the outside of door? He offered nothing, no room change, no compensation of any kind. I immediately checked out! I must have been there on a bad day.

Here is the response I received

Dear Guest,
It is very unfortunate that your experience at Element was less than perfect. Your review was most disturbing for our entire staff. We feel that you might not have been completely accurate in your review. The staff did not steal your items out of your refrigerator, rather they were left in your original guest room when you moved to your second room. Subsequently the original guest room was cleaned for a new guest. Secondly, when you spoke to Mr. Douglas he offered SPG points or other compensation for your stay for which you replied that it "was not necessary". We certainly do not allow theft of any kind in our hotel. Every single associate at our hotel is subject to a background screening and drug testing. Additionally, we are the only hotel in the area that pays for full time security for our guests. We again are very sorry that you did not enjoy your stay at Element.

Live well,
The Staff of the Element Houston Vintage Park