I always judge a hotel by the property and the staff (especially the management). If I have a bad experience at check in or with the cleaning service, I might take a star off the review ... but I hold the management to a much higher standard in terms of guest service. If you take the management out of the picture, this is a 3 star fair property. There are much better options nearby. I prefer the Hilton Garden Inn across the street or the Hotel Indigo (another IHG/Priority Club property) ... in the past I stayed at the Holiday Inn Express more than Hotel Indigo because it was a few dollars less. But no more ... I will not be back.
I am going to write about an incident I had during a snowstorm. I was on the East End and planning to take the Orient Point ferry back to New England when it started snowing. I was pretty tired and felt like it would be worth it to just grab a hotel for the night, watch some tv and relax rather than drive the hour of backroad to get to the ferry in a snowstorm.
I checked into my room, went to the nearby Panera for some dinner and came back to the hotel so I could settle in, lay in bed and ride out the storm with a bottle of Long Island wine, comfy clothes and television. I turned on the television and there was a black screen. I flipped a few channels and it was the same thing.
I called down to the front desk to see if there was a problem with my television and was told, 'Any time there is a storm, our satellite dish doesn't get reception. We are sorry for the inconvenience.' I was floored. The whole point of paying $150 for a night in a hotel was to watch tv and drink wine rather than drive an hour or two in a snow storm. I asked the front desk person if he could comp me some pay movies because it seemed like that was separate from the satellite tv. (The only station that came in was the one advertising the pay movies.) He told me, 'No. I am not authorized to do that.'
Let me get this straight ... your stupid satellite dish goes inopperational with only 4 inches of snow and there is NO television (at 9 p.m.) and you won't even comp me a movie or two? Totally unacceptable. Wired from the day's activities I stayed up until after midnight with nothing but my cell phone to keep me occupied. Relaxing night? Not at all ... have you ever sat in a hotel room bored late at night for 4 or 5 hours with no television? Not fun.
When I checked out, I mentioned this was unacceptable as the ENTIRE reason I had spent $150 to stay at the hotel was to watch tv and ride out the snowstorm. Again, I was told anytime there was a bad snow or rainstorm the satellite tv goes out and they were sorry. I asked to speak to a manager to see if I could get some kind of compensation for a horrible stay due to the tv being out. I was told she wasn't there. She only works certain days. Whaaaat? A the hotel only has a manager on premisis on certain days?
I was told to call the hotel in the next couple days and speak to her. Given my busy schedule, it took a couple days for me to call. On the day I called, she again wasn't in. I was told she is only on property until around 2 or 3 p.m. Okaaaay ... this lady has awesome hours! I tried TWICE more to reach her and was unable. Finally, I told the front desk person to give me her voicemail and I'd leave a message. Two weeks went by with no call back.
I called once more and left another voicemail message describing the situation and leaving my cell phone number. Again, no call back. It is clear that this hotel's manager's priority is NOT guests. No wonder it always seems empty except for weddings when they jack the price up two or three times higher on weekends in the summer and fall.
You need to ask yourself two things ...
1.) Is it worth a few bucks less to stay here than the Hotel Indigo down the street or the nicer Hilton Garden Inn across the way when if there is a snow or rain storm, you may have no tv to watch because their satellite tv is wonky?
2.) Do you want to stay at a place where management is impossible to reach if you have a problem and doesn't return 2 voicemails in order to correct or at the very least apologise for a major issue a guest had at the hotel?
Another thing I hate about this place is they upgrade Platinum members to 'suites' which are basically a standard room with another 50 square feet that have a counter with a fridge and a microwave. That is NOT a suite. Thats a slightly bigger room. Whereas the Hilton Garden Inn across the street gives HHonors Gold or Diamond members a small bottle of wine and free breakfast and upgrades to TRUE suites.
If you are staying here for a wedding, I could understand that. But I won't return as a frequent past guest of this place (mainly because I was a Priority Club/IHG member and didn't think it was worth an extra $20 to stay at the Hotel Indigo at the time) the manager's complete lack of respect for guests in terms of returning their calls and the fact that I like to watch tv at night when I am in an area like Riverhead where things close at 9 p.m. and don't want to have a chance of a black screen if it rains or snows.
When you are running a fair/worn hotel in a place that offers many other nicer options (Hyatt, Hilton Garden Inn, Hotel Indigo, etc.) management 101 says you might want to actually respect your repeat guests or they will leave.
- Official Description (provided by the hotel):
- The Holiday Inn Express East End Hotel is centrally located in the heart of the north and south forks of Long Island's Suffolk County. Whether your stay is for business or pleasure, the modern luxury and impeccable service of the Holiday Inn Express East End is sure to please. Guests staying in any of our spacious rooms will enjoy our 24-hour business center, free wired and wireless internet access, Express Start complimentary continental breakfast, a refreshing workout in our 24-hour fitness center, or unwind in our Great Room enjoying the warmth of our fireplace along with coffee and tea available 24 hours. We are conveniently located to some of the most popular sites on Long Island: Tanger Outlet Center, Atlantis Marine World Aquarium, Splish Splash Water Park, Long Island Wine Country, Riverhead Raceway, the famed Hamptons, and much more. Please contact the hotel directly to inquire about our packages.Visit Riverhead, NY and stay smart at the Holiday Inn Express East End. ... more less
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- Also Known As:
- Holiday Inn Express East End Hotel Riverhead
- Holiday Inn Express Riverhead
- Holiday Inn Riverhead
- Riverhead Holiday Inn
- Holiday Inn Express East End Riverhead, NY - Long Island