mkwilliamshill
February 26, 2024
I'm staying at the Element on I-Drive while I'm in Orlando from February 23 - 27, 2024. I arrived at the hotel around 8pm on the 23rd and check in went very smoothly. The agent at the desk at that time was extremely helpful and kind. By the time that I got settled in, ate, showered, and ready for bed it was around midnight. As soon as I pulled back the duvet, I was immediately hit with the smell of urine. I called the front desk and a male agent told me that he would check and see if someone from housekeeping was still around, or if I would have to change rooms for the night. An hour passed and I heard nothing, so I called back. This time, another male agent sounded surprised that no one had been to my room yet, but said there was a list of people that needed housekeeping and that I was next and could expect someone to be up shortly. 30 minutes later, still nothing, so I called again. Finally, a female agent said that no one from housekeeping was onsite anymore and that I should've checked my room for cleanliness as soon as I arrived because now there was nothing they could do. I apologized to her for not immediately coming into my room and sniffing the sheets for urine, I didn't realize that was the expected behavior for guests of the Element. Ultimately, she said I could either sleep in the bed that smelled like someone else's urine and housekeeping would change the sheets the next day, or they could bring fresh sheets for me to make the bed myself and she would make sure that housekeeping prioritized my room for cleaning the next day. At that point, it was almost 2am and I was exhausted and ready to lay down, so I accepted the fresh sheets. When I *****ped the bed, the mattress pad underneath the sheets was absolutely FILTHY, full of hair and multiple urine stains, and smelled foul. The next day, housekeeping did not clean my room until around 4PM after I requested service - my room was not "prioritized" at all. Additionally, no one has reached out to me to offer any sort of compensation or even an apology for the bed reeking of someone else's pee, or the fact that I was left to handle the soiled, bioharzardous linens on my own. Housekeeping comes every other day here, so no service yesterday as expected. However, I just returned to my room after being out today, and housekeeping has clearly been here - bed is made and trash has been taken out - but nothing else has been done. Clean trash bags were left draped over the side of the can for me to put in myself. New face towels were thrown over my makeup bag instead of folded neatly on the counter. The desk and the shower both visibly need cleaning but weren't touched at all. I'm a professional global event manager with a degree in Restaurant & Hospitality Management, so I have an above-average knowledge of how things are supposed to function in a hotel, and above-average expectations to match. Cleanliness is 70% of your stay at select-service properties like this, and the Element Orlando I-D