Hilton Garden Inn Riverhead

"I booked about 40 rooms across the two hotels on the property, Hilton and Marriott. Both hotels are owned by the same management company and managed by the same sales team for group reservations. I booked the hotel block over a year in advance and initially had an okay experience working with the sales staff (Vanessa and Naomi). The policies around group reservations were a pain but we put up with it. You can get a maximum of 15 rooms per hotel and only once you fill it up can you request more rooms. We immediately filled up within a few days then requested more rooms. We were able to get an additional room at a time when we begged. Fine Then a few days before the cutoff for our block we had a guest cancel a room. So I immediately called the hotel to get the room back into our block as we had many guests still looking for rooms. Front desk says they can't do anything and you have to contact Naomi and Vanessa. No problem. Call each of them. One was on vacation (not a problem). The other I could not get in touch with left voicemails no answer. (The entire year I was working with this group no voicemails were ever answered. "Never got voicemail") Then after my cutoff I finally received a response from Vanessa and she explained Naomi was on vacation and my cutoff passed so there was nothing she could do. She directed me to the director Scott. So I sent Scott an email and didn't receive a response. I then sent 4 follow-up emails and it has now been over a month and no response. It really is not my problem that they were all unavailable until after my cutoff. I should have been honored with the room. The day before my reservation I went into the residence inn to express my concerns to the sales team and they directed me to the hotel manager. All he had to say was sorry to hear that. I can't even offer you anything since you are staying in the other hotel. WHAT A JOKE Aside from this, independently two guests in separate rooms let me know they saw a roach in their room. I don't have much to say on this topic. Rooms certainly were not brand new but they were fine. Aside from the sales team the front desk staff was very nice and helped me out. Too bad their bosses suck."

"Looks nice until you look up close. The chairs in the dining area are beat up and worn out. They need to be replaced. Our room was very dirty and dusty. No tissues in the tissue box. Toilet paper roll left down to nothing. I worked in Environmental Services for 4 years, you can see where housekeeping cut corners. Badly. I had to leave early due to an allergic reaction. Was sick for days. The staff is "colorful". I dont care how you want to live your life, you do you but if you're dealing with customers, you need to be professional and approachable. You shouldn't have some creepy man in a tacky dress and ridiculously long nails behind your desk. And no, I'm not "phobic". Phobia means fear, theres none of that. I just dont need it in my face everywhere I go. Certainly not in front of children. Top it all off...they charge you for breakfast. Really? It should be complimentary. Very disappointed."

"Stayed at the Hilton Garden Inn on a visit to Montauk. Check in is at 3pm and check out at 11am. Nice friendly staff. Basic amenities provided in the room such as shampoo, shower gel, lotion, blow dryer & liquid hand soap. Everything else you probably need to ask the front desk such as shower caps. We had dinner and breakfast at the hotel. Big servings. Despite the 3 pm check in time, we were able to get a room when we arrived at 2pm."

"I am a Hilton Diamond member. I stay at Hiltons every month and all over the US. This hotel was a disappointment. The front desk staff are on their phones, not paying attention, and very rude. The rooms are dirty and the hotel its self is run down. We requested cleaning one day or our 4 day stay and came back to find it was not done. When we arrived there was 1 towel only in the room booked for 4 guest. The only employee who carried the HITLON brand characteristics I’ve learned to appreciate when I stay was Victoria. She was in the dining area working hard with a smile. I would recommend the Marriot property next door. Don’t stay here."

"Extremely disappointed in Hilton based on my experience at this hotel. I am a Hilton Honors member for many years and visit Hilton properties many times a year. On a recent trip to Long Island, NY, I contacted Hilton Reservations to book a room at this property since I was scheduled to work in the area the next day. Because it was a 40 minute drive, or more, I checked my travel app which showed 6 rooms available. Since I travel for work I have to use CLC Lodging, so I called to reserve a room. The agent told me I was set and I got in the car. Upon arriving the clerk, Ganka was his name, informed me my reservation was not in the system. I said that was fine, I'll take any available room as I just drove almost an hour to get there. He said they didn't have any rooms available. I showed him the app which now showed 4 available rooms. He said that was inaccurate. I contacted the reservation line again, who confirmed my reservation and informed the clerk that his system showed 4 rooms available. He told them they were mistaken as the rooms were not clean. I offered to wait until they were clean. He claimed that he had no housekeeping staff and that I would not be able to be placed in a room. I said I would wait until he figured out how to help me. While I was sitting 4 other people approached the desk 2 pilots checking in and 2 guests, one of which voiced a loud and disrespectful complaint about his room. In that time, one of the pilots came down and informed the clerk that the room to which he was sent "was being cleaned!" and he needed another room. At that I got back on the line and asked how someone was "cleaning the room assigned to the pilot if there was no housekeeping staff?" He said I was mistaken. I then asked to speak to the manager and was told the manager was not available. I asked if he could be contacted. Ganka walked into an office behind the desk with his cell phone and came out a few moments later with the phone and the manager, Patrick Wheeler, on the line. I tried to explain the situation, as described above, but he cut me off, telling me I needed to leave the property or he would call the police. I tried to reason with the manager asking why he would treat a guest this way. He said I was not a guest, he was going to have Ganka cancel my reservation and I was to leave. That's when I asked his name (as he had not given it to me until then). I did leave, shook the sand from my sandals, and walked across the lot to the Residence Inn by Marriott. There, the clerk was extremely kind, patient and helpful. The story could be longer, but I think that sums it up rather nicely. If you're in Riverhead, NY, steer clear of the Hilton Garden Inn!"