Hyatt Regency Long Island — Hotel in Town of Islip

Where do I even start with my experience... I was at the Hyatt Regency Long Island for 2 weeks for a business trip, so naturally things will come up---a 2 week experience is hard to perfect. I have worked in customer service all my life, so I give plenty of understanding and leniency as well. Started with the hotel insisting they needed my personal credit card to hold even though I literally had the information for my business' card. Then, the pool was closed for the entire 2 weeks, something about a pump needing order. Okay, completely understandable even though disappointing. About a week into my trip, the heat went out in my room. I requested maintenance, which they said would be there within 15 minutes. 50 minutes later, my room was still cold and no one had came to check it out! Finally got maintenance to my room, he took a look at it, reset it, and told me that if the heat hadn't kicked in within 10 minutes I'd need a new room. Guess what, it didn't kick in. ALRIGHT, super frustrating, but again, things happen. So I call, they acted confused like they didn't know how to handle the situation. I requested another room on the same floor since I had to move everything. I also requested a cart sent to my room so I could transport. When the cart arrived, it was delivered by a tall man dressed in black who wouldn't take his sunglasses off---being a petite woman alone, you could see how this concerns me. Nevertheless, I let him enter with the cart. He them looked around and said "You had a lot of stuff" (DUH I was there for 2 weeks!!!) and then said he'd just leave it there and I'd be able to move my stuff back and forth all evening...by myself, because he left. Before he left, he did give me a $50 voucher---thanks, I did appreciate the gesture. HOWEVER, when I went to use that voucher that's when I started losing my cool. I ordered a steak, because why not get the $40 steak when it's "on the house". The Medium-Rare steak was given to me, after waiting over 20 minutes, cooked through to Well Done. I sent it back and it returned appropriately cooked, but they had ran out of asparagus and gave me some backup vegetables they had around. Fine. I had a beer with the steak and when it came time for the check, which totaled out to about $52, I asked for my beer to be put on a separate bill, as I'm sure is not uncommon for someone on a business trip. They separated and I gave them my voucher, expecting to owe around $2. They told me they were unable to do that, the voucher could only be used once and not applied across the 2 bills, that were only split on paper for my records. So basically, if I had used the voucher to buy a sleeve of Oreos from the Corner Store, that would have been it?!? Awesome hospitality, sorry you couldn't accommodate that small request. THEN, to add insult to injury, on my final day staying there, I got out of training early, so why not go back to the room and take a nap? I'll tell you why---because they, without announcement, were testing their alarm/intercom system (the intercom didn't work by the way). After it tested twice, I called down to see what was going on. They said they were testing, no apologies, no further explanation. Fine. It stopped going off, so I decided to follow through with my plans. Lucky me, I got woken up 45 minutes later by it going off AGAIN. I was so frustrated that I left the hotel for the remainder of the evening, in which other guests told me they continued to test throughout the day. Aside from the shotty customer service, the place just didn't hold up to the expectation of a Hyatt. There were stains all over the carpets on my floor and the carpet wasn't even secure flat down, so the cart would get caught or I would trip over the folds. Oh, and they had a dangerous elevator who's doors would OPEN UP BEFORE THE ELEVATOR WAS DONE MOVING. All in all, not a good experience. I stayed at a Best Western on my drive back home and the service was significantly better than what I had...

Let me paint you a picture: you go to NY to enjoy a trip with friends, and you thought you found a great deal on Expedia for a Hyatt hotel. You pay half online and are ready to pay the remaining half when arriving. Upon checking in, you're told that your payment isn't showing up and, additionally, extra fees have been added. So, from expecting to pay about 150, you're now expected to pay over 500. In shock, I ask the man at the desk What?! (reasonably so) And he starts to talk down to me as if I am dumb. No, sir, I am flabbergasted at what I was told. When I explained that we had paid half online, he said it was a 3rd party issue and not theirs, so we had to pay. My friends and I paid and decided to go up to our room and double-check the receipt. Before we even go up, all three of the main elevators for guests are broken, and we are sent to a side hallway to use the staff elevator. (Nothing wrong with that, more so felt bad for staff that needed it to do their job, and now have to wait and accommodate guests). We went to our room, and to open the door, we quite literally had to use full-body force to open it. Just scanning the card alone wasn't enough. We check our receipt and confirm with Expedia that, in fact, part of the bill was paid, so we head back down to the desk, and as we approach, the same man rolls his eyes at us. We showed him the confirmation, and now he apologized, saying we would get our return when we check out (spoiler alert, we didn't). We try to blow it off as we wouldn't be spending as much time in the hotel, so we go back to the room to freshen up before heading to the city. And I kid you not, the power goes out EVERY 15 minutes. Full power meaning lights, electricity, heat for the water, A/C. And, apparently, this had been happening prior, and we were given no notice from the desk staff. That all within the first day and we only were there from Wednesday to Friday, the next day, we decide to go for a morning swim, and we head down to the pool along with a mother and two kids who were also headed there, and again we try our card and the door doesn't work. The mother also tried, in case it was our card, but she was met with the same issue. So, I headed up to the desk to ask for all of us, and the same man from the day before was there, and I was yet again met with a nasty look and attitude. I tell him the situation, and he acts like I was inconveniencing him with this when it was their issue?!?!?! Anyways, he calls a custodian (Frank), and he comes to help. Frank was lovely and kind and told us this has been happening, complete opposite attitude from the man at the desk. We go, swim, and truthfully, the pool is probably the only decent part of this hotel. We go back to our room, and mind you, the power is still going out every so often. On the last day, as we are getting to leave (power is still going out) and as we grab the things to leave this god awful hotel, they start to conduct a fire alarm test. No prior warning until the moment it started., We had had it and were ready to leave, so we went down to check out. Yet again, the same moody man is there, so we go to the other line. This time, this lady was helping us, and when we first got there and were told we'd get a return, she was there with the guy. But this time she told us it was a personal issue and she wasn't going to refund us, and we'd have to figure it out for ourselves. This was truly the worst hotel experience I have ever encountered and would highly advise anyone and everyone to not stay at the Hyatt Regency Long Island unless you want to be miserable and meet with rude staff! I do not remember the man's name and didn't care to as he was rude, but I know it started with A. I hope everyone can avoid this hotel and keep their...

I can not speak to the rooms or staying experience themselves. However, if you're a bride or anyone else looking to block off rooms or brunch, beware!

I booked a room block here for my wedding in November 2023. Before signing the contract, which requires you to fill 80% of your rooms or pay the difference, I had multiple people look at it and discussed with the employee what would happen in event of canceling the room block. All 3 of us who read the contract and were in said conversation heard that even in the event of a cancellation, the hotel would try and re-book the rooms. If they could re-book (attrition), we were under the impression that we would not be responsible for the room payment. The contract has two separate sections, one for attrition (keeping the room block and not booking 80% of the rooms) and one for cancellation. The section on cancellation shows a time schedule of estimated liquidated damages and then states that the damage charges are not a penalty charge. There is nothing that says cancellation voids attrition.

Upon cancelling my wedding, I let the hotel know within 18 hours of the decision and it was about 9 months before the wedding date. Quickly, I received an email back stating how much money I owed and would be charged (for both the room block and brunch the next day.. which I'm sure they haven't even begun to order food for). I wrote back an email asking when I could expect to see the charge, since I believed attrition was still in play. No sooner than I hit send, I got a call from the hotel - both the woman I had been working with and another man. I felt immediately attacked. With little regard for the situation, the two of them informed me my card had been declined (it wasn't, the charge was just flagged by the bank) and they demanded I provide a new card. I asked them to explain why I was being charged right this second (still assuming they would have tried to rebook the rooms first) and told them I was confused and my head was cloudy considering I had just ended my engagement not even a day prior. There was ZERO empathy for my situation and the follow up was asking again for a new credit card. My bank happened to call while I was talking to them, so we allowed the charge to through as a show of good faith. We are not trying to avoid anything we owe, we just wanted an explanation/clarification. Once they saw the charge went through, I explained to them again the misleading nature of the contract and they couldn't get me off the phone quickly enough.

Unhappy with this exchange, I called corporate Hyatt. I explained the situation (after being on hold for 20 minutes), at which point the very nice customer service lady told me that this hotel is NOT a Hyatt - they're a franchise using the Hyatt name and owned by Remington Hotels. I then called Remington hotels, explained the situation again (they were compassionate), and was told I would hear back from someone within 72 hours. When 72 hours passed and I hadn't heard, I called again the following day (so more like 85 hours). I was told I would hear back within 48 hours. Tomorrow will be 72 hours (not including holidays or weekends) and I still have not heard anything back.

I'm not trying to avoid any monies I owe, I just want an explanation on why I am essentially being charged a cancellation penalty even though the contract says explicitly that it is NOT a penalty charge. It also would have been nice for some compassion from the hotel staff.

Again, I can't speak to the status of the rooms or hotel itself because I did not stay there. However, based off the reviews on here and my experience, it seems all the hotel really cares about is getting your money. If you're looking to book a block or...