Residence Inn by Marriott Long Island Holtsville — Hotel in Town of Brookhaven

Normally we aren't ones to make complaints or negative reviews. However, we didn't have a great experience staying at this hotel. We always use Marriott for our stays as a member and have never really had any reason to complain until this one. We had a price discrepency, which was fine, but it was the way it was handled that left us with a negative experience. Regarding the stay, there were inconveniences that normally I would overlook: Rooms a bit old and cramped, closet door sitting on the floor not attached to the track so it didnt open and close properly, shower didnt drain properly, and would fill up, no insulation whatsoever- you can hear EVERYTHING inside and out, above and all around. Huge gap under front door which only made the noise worse. No coffee station in lobby as all the marriotts have, no designated pet area (I travel with 2 dogs who I did have with me, and who I clean up after. However, there was dog poop all over the property to watch out for, including in front of the main entrance, that wasn't cleaned up the entirety of our stay (5 nights). It was just gross.) When the issue with our charges came up, they said they called our room to bring to our attention, but we never got a call. And if we did miss one..there was no effort made to get in touch with me. My cell phone is on file and we were there for 5 days on the property, in and out. When I checked in this wasn't mentioned. He gave me my total and charged my card the full amount. so when I saw a different amount the day of check out with additional charges, that's when we questioned it. The problem here is they should have made an effort to get in touch with me and not surprise us upon check out. We could have handled it in a timely manner at the beginning of the stay. Also, they were doing some fire alarm testing the next day between 9 and 2, and my fiance called to ask how much longer it will go on and was met very rudely over the phone by the front desk person. I'm not sure what their issue was but they must not have been having a good day and we don't appreciate the odd threats and way they responded. Also it was still going off after 330pm. The same night they put ANOTHER note under the door about needing to let maintenance come in the room to check something sometime between 9 and 4 over the next 4 days? So am i supposed to make sure I'm in the room this entire time? I did tell them at the front desk I wouldn't be available that day. However when the guy came the next day, there was no heads up or anything at 10am (anyone with dogs can understand how annoying this is..a courtesy call would have been nice). Also, we were pretty much harassed when we were checking out. My fiance is disabled and partially paralyzed so I need to do all the bags and everything myself. They had no carts available so as im making multiple trips up and down the elevator to pack the car, my key card gets shut off exactly at noon in the middle of all this and theres someone going around asking if you are checking out. I said yes as soon as I can get back into my room. So I try to get finished up with all this and as soon as we are about to walk out..another knock on the door and its the same lady that was walking around, along with... A security person i guess? He asks if we are having trouble checking out? I told him no I've been having to make multiple trips because there were no carts. We are working on it. Mind you my fiance is disabled and there was no offer of help or anything. What happened to customer service in hotels?! Poor upkeep and zero customer service seems to be the norm nowadays sadly. I'm bummed this stay was so...

We had to stay in a hotel temporarily due to our new home move in date being delayed and had tried a few others in the area before here. I'm so glad we decided to give this hotel a try as its truly like a home away from home except here you get free housekeeping! The rooms are huge and have small kitchens including a stovetop or stove, full size refrigerator, dishwasher and table with chairs and all of the small things you would need should you choose to cook your own meals. All you have to do is bring the food. Breakfast is is buffet style and includes a large variety of different items to choose from. The woman who cooks breakfast is constantly going back and forth from the kitchen because she makes sure everything is full but is never too busy to smile and say good morning. They have a sampler type dinner Mon-Wed and the dinner cook is just as friendly. The pool is a nice size and thworkout room/gym is nice and serves it's purpose.They also have a basketball court which my son loves. I've stayed at too many hotels too count over my lifetime while vacationing and or visiting family in different states and for the most part they were nice however the staff here is maybe the best staff I've encountered in any hotel. The front desk staff is phenomenal! Shawn is kind and has an infectious sense of humor and witt that makes you smile no matter what kind of day your having. Quinn is sharp, super nice, smart, always willing to help you and is on top of everything at all times. The manager Julia will go above and beyond to make sure your stay is up to par. (Per my husband's interactions with her) The entire front desk is fabulous. Everyone in housekeeping will make sure you have clean everything and are all very nice. JD., who I think is the supervisor for the houseman/housekeeping dept , will have whatever you need sent to your room. All of the girls are great!All of the gentleman in maintenance including Joe and Vasco, are all so kind and helpful. There's laundry/dry cleaning service and there's a coin operated laundry room on the 2nd floor as well.The rates are fair and the hotel is pet friendly. It's a pretty calm laid back atmosphere. Chipolte ,Wendy's, Subway, On The Border and Island 16 moviw theatre are all located in the parking lots directly adjacent to the hotel. Theres a Pizzeria, a 7-11 and a chinese food restaurant that are 5 minutes away and a few supermarkets are nearby as well. Patchogue Village isn't far either and they have fabulous restaurants, the Patchogue theatre and great clubs/bars for some fun. Whether vacationing, going on a business trip or for whatever reason you should need a hotel ,you should stop looking because this one has it all! Its clean and is up to date compared to some.I hope I didn't butcher anyof the staff 's names! Fantastic experience. I'd give it 10...

Have stayed here many times while visiting family on Long Island. Our last trip was to visit an ailing family member and it will be our last time staying at this location. Customer service? Justin at the front desk has never heard of it. If you like to pay hundreds of dollars only to be treated as a problem, this is the place for you. At 10:45 in the morning while sitting on the couch watching tv we received a call from Justin at the front desk saying they had received complaints about noise. I said maybe it's my 2 year old playing with a ball and I would try to get him to quiet down some. I was then rudely and aggressively told "It HAS to stop, the person under you works nights and is trying to sleep" Its almost 11am, quiet hours are stated as being 10pm to 7am. This does not include 10:45 am and there was not excessive noise coming from our room. When a family member calls to confirm the quiet hours they were also met with rude and aggressive answers from Justin. We suggested maybe the person below us could be moved to the top floor or maybe we could be moved to which Justin aggressively told us we were not to tell him how to do his job. We asked to confirm the quiet hours and were told quiet hours didnt matter, we were disturbing the guest below us. Which apparently is more important than us, they must be some special guest. Justin also confirmed his first call to us was threatening and aggressive but he didnt care. Less and 12 hours later when we returned to our room around 915pm we received another call almost as soon as we got to our room, again the guest under us was complaining. I didnt catch his name but the front desk attendant was very understanding and agreed that we shouldn't need to walk on eggshells to accommodate another guest when we were doing nothing wrong. In less than 12 hours we were hassled twice over non existence noise. We arrived on a Thursday evening and left on a Sunday. Upon arrival to our room we found pubic hair on the toilet seat, pee in the toilet and no toilet paper. We never received toilet paper for our whole stay, good thing I brought some from home. The dishes in the cabinets and the cabinets themselves were filthy and the carpet didnt seem to have been vacuumed. The parking lot had lots of trash and debris and we ended up with a flat tire. The rooms are perfect layout for a family but if you have children you better make sure they are absolutely silent regardless of quiet hours or you'll get the unfortunate chance to be...