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“Third time was NOT a charm”

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Hotel Indigo Long Island - East End
Ranked #3 of 8 Hotels in Riverhead
Reviewed December 19, 2011

We visited the Hotel Indigo twice when it had first opened and had good experiences. So it was a big surprise when, at our latest visit this past weekend, it was pretty much a disaster from start to finish.

We arrived around 4pm on Saturday and were quickly given a room on the second floor. It was FREEZING cold in the room, so we turned up the heat and waited for the room to warm up. Twenty minutes later we were still wearing our coats and wondering why the "heater" was still blowing cold air. So we called the front desk and asked to be moved, which they did. They also gave us cards for complimentary drinks at the bar downstairs, which was nice. (Or maybe it was to warm us up?!)

Our second room was also on the second floor – this must be the problem. At least the heater in this room worked... temporarily, anyway. We unpacked, but soon the heater began blowing cold air again and the room was still chilly (not cold like the other room). It was actually warmer in the hallways!! The thermostat did almost nothing. So, we called again. This time a manager (I think) came up to explain that in the winter, the second floor didn't get much use and was therefore colder than the rooms on the first floor. In fact, he said, he just delivered extra blankets to another room on the second floor. So, we wondered, can you please give us a room on the first floor? (Why not do this in the first place?) They did. They moved us to our THIRD room of the evening, and even gave us complimentary cards for a continental breakfast. That was nice.

Our third room stayed warm, but turned off at 11am on the dot (check out time). So we checked out and went to the restaurant (Bistro 72) to use our complimentary breakfast cards. The hostess looked confused by our cards, and looked at the menu which had one item described as the "Continental Breakfast" which was yogurt, granola, muffins, coffee, tea. The typical continental breakfast fare. Then she seemed to point in the direction of a buffet off to the side, and seated us in the dining room. Perhaps we misunderstood her gesture, but we followed and went to the buffet. There wasn't much left, coffee dregs, no cups, granola crumbs, soggy fruit and 3 muffins. But, hey, it was free, we didn't take much, sat down to eat and were ready to leave when a server came to us and asked if he could take our order. We handed him the cards and said, thanks, but we were just going to use these cards and we've already eaten. He then proceeded to tell us that we were not supposed to go in that room, that it was a private party (even though it was empty) and we now could not use the cards and would have to pay $4 each for the crumbs we were able to scrape together.

We looked at each other in shock, and tried to explain that we were just doing as instructed, and he went to get his manager, who proceeded to come out and YELL AT US. (A feisty, petite woman with light brown curly hair.) Even after all we'd been through in our few short hours there, we remained calm, took our belongings and went to the front desk to speak with a manager. We told him what happened and said at this point, we would just like to leave. At least he was polite and said that would be fine, and he apologized for the behavior of the restaurant staff.

With all the other great hotels out East, this was enough for us to take Hotel Indigo off our list. So much for being treated like a "guest" at this hotel. In the couple of years that this hotel has been open, they have gone WAY downhill. Too bad, but I guess you get what you pay for. We won't be back.

Room Tip: Unless you like a 60 degree room, get one on the first floor.
  • Stayed: December 2011, traveled as a couple
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12  Thank jensearch
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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465 - 471 of 530 reviews

Reviewed December 17, 2011

Wonderful, peaceful place to stay. The outdoor fireplace was well stocked and staff was friendly and very accommodating. Good breakfast and again, wonderful service. Outdoor furniture was comfortable. Will go back in summer to sit poolside, with a cocktail from the bar.

Room Tip: Ask for a poolside view. The rooms have a little patio with chairs.
  • Stayed: November 2011, traveled with friends
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1  Thank 1234Chicago
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed December 7, 2011

Nice hotel, and I would stay there again.
Very good restaurant with good service.

  • Stayed: November 2011
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1  Thank Cram425
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed November 27, 2011

Spent a great night at Indigo East. Pet friendly, kid friendly hotel short drive from NYC. Perfect for holiday outlet shoppping. Great fun w/breakfast with Santa and cookie decorating with Chef.

Room Tip: Ask for a room with a pool view.
  • Stayed: November 2011, traveled with family
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2  Thank Mamayack1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed November 17, 2011

We stayed at Hotel Indigo last Saturday night because we had a wedding at the Acquarium on Saturday evening and wanted to stay over to go to the Tanger Outlets on Sunday.

On the positive side, Hotel Indigo is modern, clean, reasonably priced (we got a deal and paid $170 after tax) and has a very good restaurant that served us a delicious breakfast with french pressed coffee. Also, the waiter was excellent!

On the negative side, they have coffee available in the lobby in the morning, but charge $2+ dollars for it, there is no free water in the rooms, and we were jipped out of a $35 gift card for the Tanger Outlets. When we got to the Tanger outlets on Sunday morning, we saw in the coupon book that if we stayed at Indigo, we would get a $25 gift card from Indigo, and if we spent more than $50 in their restaurant, we would get an additional $10. Great! Right? Wrong! When we went back to the hotel to redeem these coupons, we were told at the front desk that we had to present the coupons at check-in to receive the gift cards, and we were now out of luck. Wait, I'm sorry -- did we not just spend the night at your hotel? I'm sorry -- did we not just (less than an hour ago) spend $60 on breakfast? The woman at the front desk said she could not help me, and I could e-mail her manager. Hotel Indigo-- just take the damn coupon out of the Tanger coupon book if you have no intention of honoring it and if you prefer to jip your customers with a fine print clause that they were never made aware of at check-in.

I would recommend this hotel if you need to be in Riverhead, it is less than a 2 minute drive to the outlets and a 5-10 minute drive to the Acquarium, but honestly, we left with a bad taste in our mouths so I, personally, will try another hotel next time.

  • Stayed: November 2011, traveled with family
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2  Thank TGO42
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
IHGCare, IHGCare at Hotel Indigo Long Island - East End, responded to this reviewResponded November 18, 2011

Dear TGO42,

Thank you for your candid review regarding your recent stay at our Hotel Indigo East End. We appreciate your positive feedback and are pleased to know you enjoyed a delicious breakfast at our restaurant along with excellent services. Sorry to see there were some issues regarding the coupons. We value your feedback as it helps us to improve our services and maintain the very high standards our guests expect. I hope that when you return you will see the improvements that have been made. Thank you again for bringing this to our attention.

Sincerely,
Lin S.
IHGCare

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed November 13, 2011

We made same day reservations with the hotel after reading reviews and not wanting to drive too far and still GET AWAY. What a pleasant surpise! The hotel is located right off the Long Island Expressway so its easy to get. It took us about an hour from Southwestern Nassau County borderline Queens. It is very modern as the previous reviewer mentioned and the rooms though small have a great layout. The bed was comfortable and my husband liked the Keurig coffee. The restaruant and bar were good with lots of tasty choices . There was also a band playing which was enjoyable. They appear to have entertainment on the weekends. The location is down the road from Tanger Outlet Mall and and five minutes away from supermarkets and Applebees, TGI Fridays and Boulder Creek if you enjoy a more reasonably priced meal. All in all for the price I was extremely satisfied and would recommend this hotel.

Room Tip: Ask reception if your room is in the rear hotel. If so, you may want to drive around back and enter...
  • Stayed: November 2011, traveled as a couple
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1  Thank JennyValleyStreamNY
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed October 31, 2011

This is a charming little "New York City" type of boutique hotel with a nice modern funky feel to it.
Rooms are immaculate as is the rest of the property. They have
a nice little bar/restaurant. The location is convenient to the Wineries
and shopping (Tanger Mall). If golf is your thing there are a few
nice courses within a 10-15 minute drive.

  • Stayed: October 2011, traveled with friends
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Thank SINGMAN00
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about Hotel Indigo Long Island - East End

Address: 1830 W Main St, Route 25, Riverhead, NY 11901-3113
Phone Number:
Location: United States > New York > Long Island > Hamptons > Riverhead
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
Ranked #3 of 8 Hotels in Riverhead
Price Range: $166 - $429 (Based on Average Rates for a Standard Room)
Hotel Class:3.5 star — Hotel Indigo Long Island - East End 3.5*
Number of rooms: 100
Official Description (provided by the hotel):
At the very center of it all — the Hamptons,the North Fork, beaches, vineyards,shopping and nightlife, Hotel Indigo is yourstarting point for all the excitement Long Island's East End has in store for you. Indigo has all the luxuries and amenities you deserve. From the restaurant and lounge to our fireplaces,pool, and outdoor spaces, find your greatescape in one of our 100 contemporaryguestrooms on over eight private acres. ... more   less 
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Also Known As:
Hotel Indigo Long Island - East End Riverhead, NY

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