Sole East Resort — Attraction in Town of East Hampton

We booked this place and called ahead to ask about early check-in. The woman on the phone was blunt and unfriendly. When asked about early check-in, she told us we could pay $50 to check in before 4 PM. After the call, she sent a text confirming the $50 fee as if she hadn’t already said it clearly over the phone.|| When we arrived, I mentioned that the woman on the phone had been rude. The man at the front desk, Thomas, said, “Oh, that was not us, that was the call center. We’re nice here.” Later, we realized that was a complete lie. There is no call center. The same woman was sitting right there at the front desk. He lied to our faces, then bizarrely added, “She’s from Kazakhstan.” What does where she’s from have to do with anything? As an immigrant myself, I found that not only irrelevant, but offensive.|| We were told to wait by the pool but couldn’t bring our own snacks. So we ordered food and drinks from their restaurant and spent almost $200. We noticed that hotel properties were pretty empty so around 3 PM, I called the desk again. I said, “I understand that check-in is at 4, but it’s almost 3 PM, can you please check if you have anything available?” Thomas repeated the $50 fee. I then asked about occupancy. First, he refused to answer, asking why it mattered. Then he said 80%. I pointed out that if 20% of rooms were unoccupied, why not give one to guests who were already here, already spending money? His answer: “You can have a room if you pay $50.” Basically confirming that there is a room available but we need to pay extra $50 in order to get it. That was the stated policy. The logic was ridiculous. No flexibility. Just petty gatekeeping. I calmly replied, “That’s unbelievable.” No yelling. No insults. Just disbelief.|| That one sentence was enough for him to snap. He came back and said we wouldn’t be staying because I used inappropriate language. My friends were stunned. They said, “She didn’t curse at you, we were sitting right here.” His reply? “Well, she used a curse word. That’s why you’re not staying.” We were all in shock. This wasn’t about language. It was about power, ego, and control.|| It got worse. After we were told that we no longer had a room (a room we booked months prior), my friend tried to get a refund for the food we ordered by the pool at THEIR restaurant and didn’t even get to eat. Denied. He then started yelling at her, completely unhinged.|| I asked for the owner’s contact, then for Thomas’s full name. He refused and said, “Just say Thomas, everyone knows me in the Hamptons.” He gave us a number for the supposed owner, who never responded.|| I travel a lot, both internationally and domestically, and I have never seen behavior this unprofessional, hostile, or unhinged from hotel staff. We are a group of teachers and nurses. We have families and kids and we don’t get to see each other often. We do a Montauk trip celebrating the end of the school year, something we do every year. This guy tried to ruin it because I questioned a nonsense $50 fee.|| We ended up staying at another hotel nearby, better in every way. Half the price, actually a hotel (not a motel pretending to be a high-end hotel) and run by people who actually understand hospitality.|| And it’s not just us. Look at the other reviews. This is a pattern. So how is this man still employed? How are the owners okay with it? He lies to guests, retaliates when questioned, yells, disrespects, humiliates, and kicks paying customers out just for speaking up. The real question is: are the owners clueless, complicit, or...

As someone who is an avid traveler abroad and domestically, I can confidently say do not waste your time, money or dignity and stay at Sole East. I went on a trip to Sole East with a small group of teacher and nurse friends in hopes of relaxation and hospitality. What we got from Sole East was the complete opposite. One of my friends questioned the $50 additional early check in fee, as the hotel was not completely full and there were rooms available. The explanation she got was rude and condescending. She calmly made mention that the policy was messed up and used a curse word to reference the policy. This conversation triggered the manager, Thomas who proceeded to come over to our sun bed and kick us out of the hotel. We were shocked. We pleaded with Thomas that we had all came a long way to be at Sole East and we were not doing anything other than relaxing and acting as paying customers but he refused to be reasonable and said we had to go. Thomas said he had never been cursed at so many times in his life and that a girl from another county (irrelevant) was so scared that she was hiding from us. Please let me remind you my friend cursed one time and not at him, in reference to the policy, Thomas gave us the card of the manager and said to call him and maybe he could do something for us. We called several times and have not been called back. We had ordered food and drinks from their restaurant which we had not finished, and my friend tried to get the food refunded since we were being kicked out and they refused to do so. Thomas then proceeded to accuse one of my friends of mistreating a disabled man, which NEVER happened. Mind you, she is a special education teacher who would never mistreat anyone. It was beyond unsettling the way this man dramatized the situation, lied about us and mocked my friend who has a European accent. I have NEVER written a bad review in my life; however, felt compelled to after how mistreated we were. Thomas is certainly unhinged and should not be in the business of hospitality. When asked what Thomas’ last name was, he told us he’s just Thomas and everyone in the Hamptons knows who he is. I imagine they may, and he is probably the laughingstock of the...

I went to book a hotel room as a surprise for my parents and I spoke to a guy named Thomas and I gave him the dates of May 20th into the 21st. He asked me if it was a one-night stay and I confirmed and he gave me a price. I told him I was getting the room for my parents and asked if they would need my credit card when they came and he told me that I would need to sign a credit card authorization form and scan him a copy of my license and credit card. I did so and got back to him a day later and he put me on hold to deal with a customer and said he would help me in 1 second to book the room and instead a girl came on the phone to help me and when I told her what was going on she said let me go talk to Thomas. She comes back and told me that it was a two-night minimum and that I couldn't get the room for that one night. I told her Thomas already told me that I could have the room for that date so why was that changing now. And she said we have a music festival coming up we can't rent the rooms out without a two-night minimum and Thomas said he never discussed dates with you. So I said if he never discussed dates with me then how did he give me a price on a room? He gave me an exact price and made me send him a copy of my license and credit card for what reason if we didn't discuss a date? And she said I don't know but he said you guys didn't discuss a date and we can't give you a room unless it's a two-night stay. So after I got off the phone with her I email Thomas and confronted him about the situation saying that we had discussed the fact that it was a one-night stay and now all of a sudden you're saying that we never spoke about dates? I asked him how he gave me a price if that were the case and I asked him why did I need to send you over a copy of my license and of my credit card and a documentation with my signature on it. I told him that made me uncomfortable that I sent him all that personal information for no reason. He never even bothered to reply to me. terrible customer service . don't go to book a room and then take it away from someone after you have all their credit card info....