Element Colorado Springs Downtown

Conveniently located downtown, The Element Colorado Springs Downtown offers spacious, clean rooms and friendly staff. Guests enjoy the complimentary breakfast buffet and comfortable stay.

We are titanium level. Tried to check in at two. We’re told our room wasn’t ready. Came back at 345 and still not ready. We’re put in a wheelchair access room. No upgrade. No perks. We’re given ten dollars to use at the bar. Not even waters at the front desk. Really disappointing. It’s an ok hotel, probably fine if you don’t expect to be upgraded or treated well due to status.

Rooms - The pictures shown on the hotel’s website, Marriott Bonvoy app, and all other booking sites are wrong (deliberately?). I have included a picture of our reservation that lists our reserved room as a "Studio King, Guest Room, 1 King" as well as pictures from their website/app that shows what a "Studio King, Guest Room, 1 King" is supposed to be. The room in the pictures on the website and the app is not the room type we were given. Our room was, according to the pictures, a "STANDARD King, Guest Room, 1 King, Sofa Bed," which is important later (although our room did not include a sofa bed at all). Our "Studio King, Guest Room, 1 King" was a king-sized bed, one chair, a desk, a microwave, a small fridge, a bedside-table sized drawer unit (in the closet) with only three drawers, and six total hangers (the three drawers and six hangers were the only options for clothing storage in the entire room - no dresser - and there was no other seating or kitchen items as shown in the pictures). Based on the pictures, this is their "Standard King Guest Room." When we asked why the bait and switch, we were told that we must have booked the wrong room type. Again, as you can see by the many pictures I am including, we booked the room type shown in the pictures provided by Marriott. You can see a screenshot of the email confirming the type of room we booked as well as pictures of what that room type was supposed to look like. We later found that these exact same pictures are shown for several different types of rooms, so guests really have no idea what type of room they are getting, because every single booking option we checked has these same, incorrect pictures listed. Let me emphasize this. The exact same pictures are listed under several different room types, so guests may not be getting the room they think they’re getting. In addition, guests may get a completely different room than is shown. Again, is this bait and switch done deliberately? Management - The woman we spoke to told us she was the manager when we asked to talk to the general manager. We later found out she was NOT the general manager. She may have been the manager on duty. That’s not who we asked for. Then, no matter how many times we tried to explain the situation, even offering to show her the actual deceptive pictures online numerous times, she said we must have chosen the wrong room. If that’s the case, so did plenty of others, according to our Lumen8 server. We had proof, via our reservation confirmation and the actual pictures still on the website as of this writing, but she refused to acknowledge any of that. This manager kept telling us we should have reserved an "Executive King Suite" not a "Studio King Room." That makes no sense. The pictures of the "Executive King Suite" and the "Studio King Bed," shown on the website and the app and on other booking sites are the EXACT SAME PICTURES, and we weren't given either of these. The kitchens, seating, etc. shown are the same for t