Aqua Beach Hotel — Hotel in Town of Riverhead

I hope this message reaches the management/ owner of this hotel. I wanted to wait to speak to a manager when I checked out but we had to leave and i didn’t get to speak with anyone. I’ll give an honest rating of 2/5. I was very pleased with the overall appearance of the establishment and the rooms. Breathtaking views. BUT!! I’m about to address 3 issues which caused me to become disgusted and not enjoy the rest of my stay.

Firstly, we booked for 2 nights. On our first night, I opened the fridge and saw beverages for sale. One of the seals on a figi water bottle was cracked which is …. Extremely unsanitary. First of all , someone may have opened the bottle and drank some of it or dropped something hazardous in the water. I wouldn’t know. There are so many different possibilities of what could’ve happened. I did explain this to the person at the front desk and she offered me a complimentary sauna reservation which I just thought was funny; almost as if she took me (a guest at this hotel) as a joke— considering there is no cost to use the sauna to begin with.

Secondly, our room was NEVER cleaned. There is no restaurant on the property so we had all of food delivered. But what does that mean? All of the trash, garbage etc is just in the bin in the room. House keeping knocked on our door and we asked the lovely young lady if it’s possible for her to come back in an hour, (it would’ve been around 3:30 pm) . We explained to her that we’re getting dressed and stepping out. She came back and knocked around 3:20 pm (so that means we needed 10 more minutes since we initially asked for an hour) she said ok sure and when we returned to our room later at night, the room was never cleaned and the staff had already left at 8 pm. At this point we were just so tired and annoyed, we left it and just went to bed. We knew we were checking out the next day.

Thirdly, the young lady at the front desk is a lovely; but with any job, there are rules and responsibilities. Being “lovely” isn’t the only role/ responsibility needed to have working at a front desk. We extended our check out time to 1 pm that day and we had no problem paying the $65 late fee. She said she will email the receipt and I never received anything. I reached out the hotel sms service around 7 pm the next day to ask if the receipt was sent and received a response of, “ Oh hi yes so sorry! I meant to put your email in to send it but never did, I will send it now.” — Where is the level of professionalism? She’s a lovely young lady, yes, but if I’m paying $725 for a 2 night stay, I expect a better level of professionalism and service. I expect my receipt to be emailed within 24 hours . what really threw me off was the opened water bottle available for purchase. I really don’t understand how that was missed by the staff.

THIS IS NOT A MOTEL PRICED AT $50 per night.

So to the management of this establishment, evaluate your staff. The hotel is so beautiful. It would be extremely sad to see future guests not enjoying their stay due to the staff inadequate...

WARNING: LONG POST but can someone PLEASE HELP & ENLIGHTEN ME?!? FYI, we’re PATRONS of this hotel.

Beautiful, clean, quiet place (as always). My husband booked one of the waterfront rooms (again), that costs almost $600/night, as part of my Mother’s Day present. We just wanted to have a very quiet & relaxing stay. We have stayed here a few times in the past and was always happy and pampered by professional & respectful staff members. We have highly recommended this place to family & friends and have brought business to this hotel over the years. Unfortunately, our recent experience with the new staff ISABELA was NOT pleasant. She was in a BIG RUSH to be done with her shift when we checked in and did NOT explain how the NEW hot tubs work or are they designated to which guests(?) This property is constantly making changes which is great but we were confused. Whatever the policy of the hotel, we’re very much willing to abide had it been explained properly! We tried to call her before 5 p.m. and she was already gone! There’s no staff after 5 p.m. (it’s just how this place operates), it’s fine HOWEVER, Isabela failed to explain things during check in! Well I decided to get in - in one of the hot tubs outside, and a minute later, a guest came out and asked questions and I explained how we just assumed that we can use any of the hot tubs. I apologized to her and told her that we’ll just move to a different one - obviously, NONE of the hot tubs were being used. The next day, I handed Isabela the room keys at 11 am (check out time) and she never mentioned about any complaints from any guests and to my surprise, she charged our credit card $271.00 DISTURBANCE FEE AFTER WE CHECKED OUT! Isabela was off for a couple of days when I called the other day and had to wait until today (Friday, May 19), the day she’s back at work, to speak to her! She was very unprofessional and had NO ANSWER why she did NOT explain to us about the hot tubs. She claimed that we were hot tub hopping and received the complaint THE NIGHT OF OUR STAY! HOW COME WE WERE NOT CALLED OR MADE AWARE OF RIGHT AWAY? Isabela also hung up the phone on me when I suggested to her to show us proof (maybe a video footage/recording of the entire incident as I know there are cameras in the property), when I speak to the manager or the owners?!?

How is this woman’s behavior acceptable? I have travelled all over the world for so many years and have never encountered this! And how is she going to justify this extra charge? And what consequences should she be facing after all this?!?

I...

DO NOT RECOMMEND! Overpriced hotel. I wanted to book a small getaway for my boyfriend’s birthday for us to relax but it was anything but relaxing. Waste of money.

I was recommended to go here from a friend from work. She told about the hot tubs that are right outside your room, she did let me know they were seasonal. So I called the hotel and told them I’m looking to book a room for 09/26/24-09/28/24. I specifically asked if the hot tubs will be out because I know they are seasonal and she assured me they would still be out the weekend that I am looking to go. I booked about two days before actually going and called the same day I booked, so it’s not like things would have changed. Upon arriving Thursday night, there was a hot tub outside our room, but there weren’t any outside any other rooms. Friday morning they took ours down too. I called the front desk and I asked why it’s being taken down and she said she’s very sorry she doesn’t know why the other person told me that they’re still gonna be up because this is the weekend that they were scheduled to be taken down. I honestly feel like it’s a scam on their end. They just told me that the hot tubs were gonna be up because they knew that was the only determining factor for me booking this hotel and not another hotel for about the same exact price or less. I couldn’t do anything because we were already there. And yes there’s a bigger hot tub that any one can use but we wanted the privacy of our own (which is barely private since it’s just right out in the open). Other than the hot tub ordeal, the rooms are nothing special. The walls are extremely thin. You can hear every single thing right outside your room And from the room next to you and from the room above you and from anything that’s happening outside. There were people staying in the room above our room and they were walking and running back-and-forth all through the night which is that’s totally up to them if they wanna do that, however, we should not be able to hear that and be up all night from it. I seriously felt like I was in a basement apartment but worse. They were opening and closing the patio door an obnoxious amount of times and it is a very heavy door so you hear it. We were woken up multiple times through the night and very very early in the morning by other people staying at the hotel and by the workers (we were the room right next to the front desk- TERRIBLE location for such thin walls). Honestly would never ever recommend this...