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Reviewed May 16, 2011

My fiance and I were really looking forward to staying here...being it's a nice new NYC type of hotel in the middle of Riverhead. I was expecting to have an awesome stay and it really wasn't that great. The room was nice, nice wood floors and decor. Queen size bed, wish it was a king....didn't have a great night's sleep on it, expected them to have better beds. The bathroom was nice, no door on the shower which was OK and shower pressure was not that great (I love a shower with good pressure in a hotel). The worst part about our stay was the air in the room...we were up all night adjusting the air, it would go from 65 degrees and then shut off and not come back on! It literally felt like it was 85 degrees, so we kept having to get up and turn the air down again to make it come back on, we must have done this 5 times during the night so we slept horribly. We were checking out this hotel because we're getting married out in the area next year and wanted to see how the hotel is for our guests, we're second guessing it now. On a positive note, the decor of the hotel is very nice, I heard the food is great but haven't tried it myself. The customer service was OK, when we checked in the woman at the front desk was complaining right in front of us about other people not doing their job, then when we wanted to check out we tried to call the front desk and no one picked up. Overall, I'd give it another try but not a good impression.

Room Tip: Prepay online to save some money
  • Stayed: May 2011, traveled as a couple
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3  Thank calilove16
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
rsalvatico, Owner at Hotel Indigo Long Island - East End, responded to this reviewResponded July 8, 2011

I am very sorry to hear that you were disappointed with our Hotel. Your opinion matters and we work continuously to improve based on the feedback we receive from our guests. With respect to your concerns:

Queen Size Bed – Your concerns are noted and accepted, but we unfortunately do not have the ability to create the additional space to accommodate king sized beds in our guestrooms. As for comfort, they are brand new, and meet or exceed the specifications set by Hotel Indigo. We usually receive nothing but compliments on the bedding package, and suspect the unfortunate situation with our heating and cooling unit is more to blame for your tough evening.

Heating Cooling Unit – Regrettably the unit in your room acted up during your stay. We believe we have a fix for what you experienced. Each of our rooms is outfitted with an environmentally friendly sensor that works to avoid wasted energy by controlling the sytem when you leave and enter the room. The sensor placement was being impacted by furniture placements and a simple relocation of the sensor has enabled us to correct this issue. We are working to move them and the problem should be corrected shortly.

Customer Service – We agree that our Guest Service Representatives need to maintain an air of professionalism at all times, and we have and will continue to address the issue of decorum at our desk.

Please accept my personal apology for not responding sooner, and my gratitude for your kind remarks about our décor, and for taking the time offer corrective criticism. I will see to it that we make the promised corrections, and also contact you under separate cover to allow you contact me directly to discuss the matter further.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed April 15, 2011

The people working at this hotel need to take a hospitality course on how to treat their customers. We had a room block for my daughter's wedding. Lauren approved a certain price in June. In October, after I printed the directional cards for the wedding for $295, they decided to tell us they would not honor the price. In addition, they were going to charge us $17.95 for a continental breakfast and an additional $250 for the room fee. I asked if they would waive the room fee since we were going to be at least 50 people and they refused. I spoke with the general manager and he had such an attitude saying they were a boutique hotel like in Manhattan and we should expect to pay those prices. We finally withdrew our entire room block of 40 rooms and went to another hotel.

Stayed: April 2011
9  Thank weins4
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
rsalvatico, Owner at Hotel Indigo Long Island - East End, responded to this reviewResponded June 29, 2011

I regret having had to wait so long to reply to this review, however with no other recourse for removal, we are now compelled to share the facts as they actually happened.

The guest in question refers to a quoted rate, which coincidentally was agreed to and signed for in a rooms agreement that we use for all group rooms business. It was $149 per night + tax, and a separate agreement was arranged for breakfast service and room rental, also customary. What our guest fails to mention is that having reserved rooms at the agreed upon and signed for rate, one of her guests was able to obtain a Government Per Diem Rate of $114 + tax for a guest room for that same weekend. It bears noting that these Government Rates have been established to assist the US Government in obtaining rooms at a special rate for legitimate Government Business use, which this was clearly not.

Having obtained this rate, they shared the same information with friends in the group and by October 2010, a bunch more of their friends booked rooms at the same rate. Our guest caught onto this and then inquired about a reduction in rate for her entire group. Our Sales Manager informed her that this would not be possible, since they were not traveling on legitimate Government Business, and that furthermore for us to honor it they would have to provide legitimate US Government identification. Of those who booked the rates, merely a few could provide it. The rest came up with reasons why they should be entitled to it, and yet our guest persisted. When we refused to honor the rate, she inquired with our competitors, who honored the rate and she pulled her entire group.

How any of this constitutes poor service is beyond our reason. We never complained, nor argued, but merely intended to honor an agreement that we agreed to and signed. It is a shame that having gotten the price she wanted, that she felt it necessary to falsely criticize us on our Trip Advisor listing, and also on our competitors listing in which she lauds them for their exemplary customer service.

Good reviews happen, and bad reviews happen. If we provide poor service, we are the first to apologize and make amends. This simply a case of an individual who wanted what she wanted, and even then was not fully satisfied.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed April 10, 2011

Even though the rooms were well decorated and the bed was comfortable the old motor lodge bleed though. The rooms were very small and lacked some key essentials. I have stayed in many 3,4 & 5 star hotels and they all had refrigerators, microwaves, exhaust fans in the bathroom and even towel bars or hooks near the sink. The Keurig coffee pot was a nice touch but there was no container to add water. Using the coffee cup to fill it was a mess. I am not quite sure why the aversion to a microwave or refrigerator, unless it is a ploy to make customers use the bistro. Lastly, when adjacent and overhead room doors close they slam and sound like a cannon blast. After the 1PM crowd settled in we got a good night sleep.

Room Tip: Take a good look at the reviews
  • Stayed: April 2011, traveled as a couple
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2  Thank JalbertTolland_CT
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
rsalvatico, Owner at Hotel Indigo Long Island - East End, responded to this reviewResponded April 14, 2011

We are sorry to hear that you were disappointed with our Hotel. Your opinion matters and we work continuously to improve based on the feedback we receive from our guests. With respect to your concerns:

1. Overpriced - As the only full service, boutique Hotel in the Riverhead area we definitely do charge more. However, your point is well taken, and we coincidentally have lowered our rates from Sunday - Thursday. You might be pleasantly surprised to find some Spring corporate rates starting at around $120 + tax, per night. We cannot claim this all year, as we are a seasonal property, but the months of April and early May are looking good to stay there.

2. No Microwave & Refrigerator - As a full service boutique Hotel property, our design specifically excluded the permanent placement of microwaves and refrigerators that are more commonly found in our select service sister brands properties, like Holiday Inn Express and Candlewood Suites. It furthermore requires the inclusion of a full service restaurant, which in our case is Bistro 72.

We do however realize the demand for microwave and refrigerators, and have even decided to waive rental charges from Sunday - Thursday for the units we do have. They are available on a first come, first served basis since we do not have one for each room, but we feel it is a step in the right direction.

3. Keurig Coffee Maker Water - Believe it or not, you are the first to suggest this and are absolutely correct. Going forward we will be including an appropriately sized cup to allow you to more easily make your cup of Coffee or Tea.

4. Slamming Doors - This comes as a surprise, as we do not normally hear this, but it could be the case of some faulty door hinges or springs. If you would reply under separate cover (we will message you first) with your room number, we can inspect doors near and above the room to locate and correct the problem doors. We do believe this was an unfortunate coincidence.

In closing, we would like to offer our sincere apologies for what troubled you during your stay. It is our hope that you will return at a more favorable rate, so we can prove ourselves to you.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed April 4, 2011

While the bed was very comfortable, this hotel is very overpriced. No microwave or fridge in the room (we were told that was EXTRA!), the AC was non-existant as well. Not worth the $160 a night/

  • Stayed: April 2011, traveled as a couple
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Thank wgliradio
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
rsalvatico, Owner at Hotel Indigo Long Island - East End, responded to this reviewResponded April 6, 2011

We are sorry to hear that you were disappointed with our Hotel. Your opinion matters and we work continuously to improve based on the feedback we receive from our guests. With respect to your concerns:

1. Overpriced - As the only full service, boutique Hotel in the Riverhead area we definitely do charge more. However, your point is well taken, and we coincidentally have lowered our rates from Sunday - Thursday. You might be pleasantly surprised to find some Spring corporate rates starting at around $120 + tax, per night. We cannot claim this all year, as we are a seasonal property, but the months of April and early May are looking good to stay there.

2. No Microwave & Refrigerator - As a boutique Hotel property, our design specifically excluded the permanent placement of microwaves and refrigerators that are more commonly found in our sister brands properties, like Holiday Inn Express and Candlewood Suites.

3. Charge For Temporary Microwave & Refrigerator - We hear you loud and clear and have decided as a policy to waive microwave and refrigerator charges from Sunday - Thursday. They will be on a first come, first served basis since we do not have one for each room, but we feel it is a step in the right direction.

4. Non-Existent AC - This sounds like a case of a unit that was not working properly. We regret to hear it, especially knowing how much good AC matters to you (we could tell by reading your other reviews). We would be happy to offer some measure of satisfaction for your inconvenience. Please feel free to respond to the message we sent you under separate cover.

In closing, we would like to offer our sincere apologies for what troubled you during your stay. It is our hope that you will return at a more favorable rate, so we can prove ourselves to you.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed March 15, 2011

I just got married and we wanted to do our honeymoon in NYC, but rates of the other hotels were a little out of our price range. I chose Hotel Indigo based on the rates and the reviews I had read before booking. We loved this hotel. The people there were so nice and very helpful. The rooms were gorgeous and spacious. I would definitely recommend this hotel to family and friends. We had dinner one night in the hotel restaraunt and the food was amazing. Friday nights they have a DJ come in so people can eat, drink and dance. The only thing is that this hotel is a 20 min. car ride to the train station with a hour long train ride to get into the city.

  • Stayed: March 2011, traveled as a couple
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1  Thank cvaught
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
EastEndHotels, Manager at Hotel Indigo Long Island - East End, responded to this reviewResponded March 31, 2011

Congratulations on your wedding! We are so glad that you choose to stay with us and are delighted that you enjoyed your stay. We hope to get the chance to welcome you both back in the future.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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