Element Vancouver Metrotown

Recent Reviews: 455

• User:WilsonLin

  Trip type: Family

  Great stay

  12 Nov 2025

  We had a very pleasant stay here at the Element Vancouver Metrotown. The staff were all super nice and the rooms were very comfortable. I definitely would recommend checking this place out when staying in the area. This was an awesome spot since it was so close to Metrotown and the highway. Definitely would come stay here again.

• User:mercibonbon

  Trip type: Solo travel

  From ‘good’ to ‘barely ok’

  03 Oct 2025

  I stayed at Element for one week and this was my 6th stay. My experience has gone from good (back in 2018) to average to barely ok this time. I have stayed in all room types in the past visits, from suites to double queen beds to one king bed. This time I stayed in the studio king (Room XX12) which is the type I used to book when I’m travelling alone. I requested high floor because the hotel is facing Kingsway where, from time to time, police cars and fire engines will pass through in the middle of the night. Wear earplugs if you do not want to be awakened by the sirens at night (it happened every night during my stay, what went wrong in Vancouver?! I felt sorry for the residents living along Kingsway!) Or choose those rooms where they are not facing the main road. ( I think the double room and one of the suites are quieter) I know this kind of outside noise cannot be controlled and it is not fair to complain the hotel, but for travellers like me who flew in long-haul would definitely want a good rest and this is just annoying. Apart from the outside noise, I found that the early morning noise from the corridor also very disturbing. Starting from around 5:30am everyday, I could hear the nearby doors opened and closed very loudly several times. I wondered if it is the hotel staff routine schedule in the linen room or some weird guests. I had encountered similar experience when I stayed here one year ago, but this time is even worse. I noticed the hotel has partially renovated the common area after my last visit, why didn’t they improve the sound proof and change the door locks, especially the ones the staff would use frequently?Another issue is the overall cleanliness of the room. I found stain on the bathroom walls, smell from the toilet, and dust on the bedside tables. Also, the housekeeping knocked on my door at 9:45am to do housekeeping?! Ok I forgot to put up the ‘do not disturb’ magnet on the door….. all the disruptions from midnight to early morning hardly provided me with a comfortable environment to rest. Element Vancouver Metrotown, Guest Services / Front Office at Element Vancouver Metrotown, responded to this review Dear mercibonbon,Thank you for taking the time to share your recent experience with us at our location. First of all, I would like to sincerely apologize that your stay did not meet your expectations especially as a returning guest who has stayed with us multiple times since 2018. We truly value your continued support and are disheartened to hear that your most recent visit was not as restful or comfortable as it should have been.We understand how important a good night's sleep is, particularly after a long-haul flight, and we regret that both external and internal noise disruptions impacted your rest. While traffic noise from Kingsway is, unfortunately, beyond our control, we do try to accommodate high-floor and quieter room requests as best as possible. We appologize if your preferences were not fully met this time, and we will reinforce with our team the importance of honoring such requests whenever availability allows.Regarding the early morning disturbances in the corridor, including door noises and the potential proximity to staff areas, we appreciate you bringing this to our attention. We will be reviewing our housekeeping and operations schedules to minimize noise for our guests, particularly during early hours. Your comments on soundproofing and door mechanisms are especially helpful, and we will be escalating these to our maintenance leadership for further review.We are also appolgetic about the cleanliness issues you encountered in your room. This does not reflect our hotel standards, and I have shared your feedback directly with our housekeeping leadership for immediate follow-up and retraining where necessary. Additionally, we will remind our team to always knock respectfully and observe guest privacy, especially in the morning hours regardless of whether a "Do Not Disturb" sign is present.Your feedback is invaluable to us, and I want to assure you that we are taking these matters seriously. We hope to have another opportunity to welcome you back in the future and restore your confidence in our hotel. Please feel free to reach out to me directly before your next visit. I would be happy to personally assist with your reservation and ensure a quieter room is arranged to better suit your needs.Thank you once again for your loyalty and honest feedback.Sincerely,Jay HyunAssistant Front Office Managerjhyun@elementmetrotown.com604-558-5526

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• User:Tourist790863

  Trip type: Family

  Total lack of consideration for the customer

  27 Jul 2025

  I had a paid reservation for September 2025, but due to an unexpected illness in my family, I had to cancel my trip. I contacted the hotel requesting cancellation and a refund. However, the hotel refused to cancel my reservation or refund my money because it was the same way I purchased the accommodation (without free cancellation). However, I believe that due to the problem that occurred and the fact that my stay was still more than 45 days away, the hotel should have acted differently, canceling my reservation or at least allowing me to change the dates to a new stay in 2026 (when I believe the health issue will be resolved and I will be able to rebook my trip). In other words, I believe the hotel completely disregarded the customer's situ Element Vancouver Metrotown, Guest Services / Front Office at Element Vancouver Metrotown, responded to this review Dear Tourist790863,Thank you for reaching out to us, and first and foremost, we are truly sorry to hear about the unexpected illness in your family. We hope for a full and speedy recovery.We understand how disappointing it must be to cancel a long-anticipated trip, especially under such difficult circumstances. While your reservation was made under a non-refundable rate which typically does not allow for cancellation or refund. we do appreciate your situation and would like to help in any way we reasonably can.Although we’re unable to issue a refund, we’d be happy to offer you the option to rebook your stay for a future date in 2026, subject to availability and applicable rate differences. Please let us know your preferred dates, and we will do our best to accommodate your request as a gesture of goodwill.We value you as our guest and hope to have the opportunity to welcome you in better circumstances.Warm regards,Jay Hyun Assistant Front Office ManagerElement Metrotown Vancouverjhyun@elementmetrotown.com

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• User:Pamela B

  Trip type: Couples

  “Absolutely Breathtaking”

  15 Apr 2025

  Excellent customer service. Restaurants and markets within walking distance. Currency exchange is available at the local money marts and banks. Beer lovers will have to get to the local liquor store as no beer is sold at the local grocers.

• User:Paradise54279798980

  Trip type: Family

  Disappointed Stay – Not Up to Marriott Standards

  13 Apr 2025

  Disappointed Stay – Not Up to Marriott StandardsI reserved two rooms at this hotel and was extremely disappointed with the cleanliness. Both rooms had clearly not been properly cleaned—there was visible hair on the sheets in both beds. It’s unacceptable, especially from a brand like Marriott, which I’ve come to trust for quality and cleanliness. Sadly, this experience makes me feel like the Marriott brand is deteriorating. Definitely not what I expected. Element Vancouver Metrotown, Guest Services / Front Office at Element Vancouver Metrotown, responded to this review Dear Paradise54279798980,Thank you for taking the time to share your experience with us. We are deeply sorry to hear that your stay did not meet the standards you rightfully expect from the Marriott brand—and certainly not the level of cleanliness and comfort we strive to provide.Please accept our sincerest apologies for the condition of your rooms upon arrival. Discovering hair on the sheets is completely unacceptable and does not reflect the high standards we hold ourselves to. Your comments have been shared with our housekeeping leadership team to ensure immediate corrective action is taken and additional training is implemented to prevent future lapses.We truly value your loyalty to Marriott, and it pains us to know we let you down. If there’s anything further we can do to make this right, please don’t hesitate to reach out to me directly. We hope you'll allow us the opportunity to restore your faith in our hotel and the Marriott brand on a future visit.Regards,Jae HyunAssistant Front Office ManagerElement Metrotown hoteljhyun@elementmetrotown.com

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