Holiday Inn Westbury-Long Island by IHG — Hotel in Town of North Hempstead

My friend and I made a reservation to stay here for my Cousin's wedding. Rooms were blocked off for the wedding guests. When I made the reservation months before he assured me I will be in the same room and there won't be a problem. I checked in on Thursday June 27, 2024 and by Friday night June 28th at 10:50 pm we were at the rehearsal dinner when I received a call on my phone and a message was left from Bridget letting me know that since we did not check out and check back in earlier in the day all of our personal items are going to be removed from our room. After hearing this message we started to panic and had to get a lyft to get us back to the hotel. We arrived and had a conversation with the front desk staff and they insisted nothing was removed from our room. We then proceeded to open the door of the room and walked in. It was a total disaster all of our personal belongings were put in black garbage bags and they opened up both of our suitcases and put our stuff in. My electric toothbrush was thrown into a plastic bag that I had a pair of shoes in plus other toiletries were thrown into these dirty shoe bags. I had my dress for the wedding crumbled up and thrown in the garbage bag and my friend had his freshly pressed suit along with his dress shirts that were all hanging nicely in the closet thrown into these garbage bags as well. The bags were tied up sitting on the bed when we walked into the room. We were in disbelief and our anxiety level went through the roof. The man at the desk lied to us telling us no one went into our room and touched anything. For the next couple of days of our vacation it was very stressful and couldn't believe this just happened. For Bridget to tell the cleaning lady to move all of our personal items is absolutely horrific and I hope she gets fired for this if she hasn't already. I would never ever recommend this hotel. The friend that stayed with me is an 8 year Navy Veteran and to be treated like this is an embarrassment and disgrace and for me as well I work in the funeral industry and to be treated with such disrespect is completely unacceptable. We both flew into NY for my Cousin's wedding and they highly recommended your hotel. I had made many complaints at the front desk and nobody wanted to accommodate us but I finally received a full refund. They refused to pay for any dry cleaning bills and toiletry bills. I couldn't even use my electric toothbrush after it was thrown into a dirty shoe bag I had to go out and buy a new toothbrush. If anyone is considering staying here please don't they are absolutely horrible and truly hope Bridget is not employed there any longer!! We are both IHG members and have neve been treated so poorly!!! So sad this unfortunate even had to happen will never ever use this hotel and will never...

On 4/9/25 My husband and I were being housed here by DSS. I have a psychiatric disability and we heard the hotel is pet friendly and I have a cat who is legally my emotional support animal and I have the necessary valid psychiatric ESA document as proof. When we checked in, we didn't mention the cat because we didn't think it mattered due to the hotel being pet friendly. Then on 4/14/25, housekeeping came to clean our room so I told them to give me a minute while I put my cat in her carrier. Nobody gave me an issue about my cat at first and I didn't think there would be an issue. Then a couple of hours later, one of the cleaning ladies knocked on my door waking me up. She said the front desk wants to speak with me immediately. I met with the manager and she said we never mentioned bringing a cat and that there's a weekly fee to have pets there. I explained that she's an ESA but the manager said we still have to pay because my cat isn't a service animal. But we were unaware of the fees and the manager charged us a $240 fee. I told her my husband is the one who handles the finances but he was at DSS at the moment and wouldn't be back for a half hour. The manager told me to sit in the lobby and wait for him. Apparently they were trying to keep me from going back to my room until my husband got back and due to my anxiety disorder, it triggered an anxiety attack and I was in tears. So I told the receptionist I can't just sit here doing nothing for a half hour especially since my cat is still locked in my room alone and I have to feed her. So the receptionist spoke to the manager and I was finally granted permission to go back to my room. The receptionist walked me back to my room and unlocked the door for me. She said that if I leave the room I won't be able to get back in so I waited there until my husband got back. He told the manager we couldn't afford to pay $240 or the future weekly fees. The manager told him that since we can't pay we have to pack up and leave. So we packed up and left with no other place to stay. All they care about is money. It truly sickens me to know how heartless and greedy people can be. Thankfully we're being housed at another hotel that welcomes service animals as well as emotional support animals for free. I went on www.hud.gov and contacted the FHEO and filled out a complaint form against this hotel. I've done a lot of research and it's pretty much illegal to charge a fee for an emotional support animal especially for people who are homeless with disabilities. They don't charge people who have service animals...only people who have emotional support animals and people who have pets that are not emotional support or service animals are hit with weekly fees and I'm not going to let this go. Justice...

I got married at the Chateau Briand, and was told by the staff there that most guest stay at the Holiday Inn Westbury, because it is located right next door to the venue. Being out of town myself, and having the majority of my family and friends flying from various parts of the U.S., this seemed like the ideal place to have myself and my wedding guests stay for my wedding weekend. At first, everything went well. We were able to block off rooms for my wedding party, and get a small discounted rate. The nightmare started at check-in. As I tried to check in my elderly, and partially-disabled grandmother, we were sent to 3 rooms, that were marked clean but were dirty when we entered the room. Then the fourth room (not located on the first floor, as I had asked to keep my guests together and to aid with my elderly guests), the room key didn't work and I had to come back down again. Then my mother was sent to 2 dirty rooms. After the check-in fiasco, I tried to get money out of the ATM and noticed there was a hold on my card for double the charges per each night my family and I were staying there. When I asked the hotel staff, they rudely told me that it was there policy to put a hold on the card for miscellaneous charges. I questioned why the hold was so expensive, because I worked at a hotel while in college (at a much better establishment, by the way), and our hold was not the cost of the room per night, but a fixed rate. I was then told I could always stay somewhere else, which was ridiculous since my wedding was the next day and I couldn't do that anyway. So, I had money I could not get to for my entire wedding weekend (when costs are coming left and right), and I was forced to ask my mom for money until the hold was off. Then my bridesmaids were told it was a $15 dollar fee to have their dresses steamed before my wedding, so they opted for that service. When they picked up their gowns, each girl was charged 3x more, and were told to take it up with the dry cleaners, who did the steaming. As if it can't get worst, on the most important weekend of my life, on my wedding night the comp room they provided, had a horrible smell, from the carpet by the leaking air conditioner unit. So my new husband and I spent our wedding night with the air blasting and spraying my body spray to cover the smell. Lastly, as one last kick to me, it took 5 days (while on my honeymoon) for the "hold" to come off of my bank card I mentioned earlier. Luckily, my honeymoon was all-inclusive, or I would not have had any money to even eat. Do you want the same wedding nightmare? Then stay there. Otherwise, find a different hotel! Weddings are stressful enough without the Holiday Inn Westbury to stress you...