Hilton Garden Inn Riverhead — Hotel in Town of Riverhead

Extremely disappointed in Hilton based on my experience at this hotel. I am a Hilton Honors member for many years and visit Hilton properties many times a year. On a recent trip to Long Island, NY, I contacted Hilton Reservations to book a room at this property since I was scheduled to work in the area the next day. Because it was a 40 minute drive, or more, I checked my travel app which showed 6 rooms available. Since I travel for work I have to use CLC Lodging, so I called to reserve a room. The agent told me I was set and I got in the car. Upon arriving the clerk, Ganka was his name, informed me my reservation was not in the system. I said that was fine, I'll take any available room as I just drove almost an hour to get there. He said they didn't have any rooms available. I showed him the app which now showed 4 available rooms. He said that was inaccurate. I contacted the reservation line again, who confirmed my reservation and informed the clerk that his system showed 4 rooms available. He told them they were mistaken as the rooms were not clean. I offered to wait until they were clean. He claimed that he had no housekeeping staff and that I would not be able to be placed in a room. I said I would wait until he figured out how to help me. While I was sitting 4 other people approached the desk 2 pilots checking in and 2 guests, one of which voiced a loud and disrespectful complaint about his room. In that time, one of the pilots came down and informed the clerk that the room to which he was sent "was being cleaned!" and he needed another room. At that I got back on the line and asked how someone was "cleaning the room assigned to the pilot if there was no housekeeping staff?" He said I was mistaken. I then asked to speak to the manager and was told the manager was not available. I asked if he could be contacted. Ganka walked into an office behind the desk with his cell phone and came out a few moments later with the phone and the manager, Patrick Wheeler, on the line. I tried to explain the situation, as described above, but he cut me off, telling me I needed to leave the property or he would call the police. I tried to reason with the manager asking why he would treat a guest this way. He said I was not a guest, he was going to have Ganka cancel my reservation and I was to leave. That's when I asked his name (as he had not given it to me until then). I did leave, shook the sand from my sandals, and walked across the lot to the Residence Inn by Marriott. There, the clerk was extremely kind, patient and helpful. The story could be longer, but I think that sums it up rather nicely. If you're in Riverhead, NY, steer clear of the...

Wow, where do I start? My wife and I planned a wedding in the area at Giorgio’s at Baiting Hollow (Absolutely phenomenal venue and people by the way) and we decided on Hilton Riverhead because it was relatively close and a decent price especially for Memorial Day Weekend. We decided to lock in a contract for an outdoor after party as well. HUGE MISTAKE.

Our after party was outside initially for 5 hours and they cut it down to two hours. OK, we understand as COVID has made restrictions across the hospitality sector. This hotel decides we will not just have 3 less hours at the same price but also ADD a security guard to the new contract for $150/hr. Yes, I feel ridiculous even typing that out that they pulled that trash move.

Also, the customer service desk at this hotel told numerous guests of our party that the “wedding block was cancelled”. I called the lack luster team at Hilton Riverhead IMMEDIATELY upon hearing this. They notified me it was not canceled, but this nonetheless inspired unnecessary anxiety on top of planning a COVID wedding.

Furthermore, our experience with the now fired, Senior Sales Manager Renee Lake was atrocious. She couldn’t have been more rigid, unaccomdating and demanding throughout our experience with her. She was understandably fired and her replacement Vanessa is very sweet, but was often in-training and unable to accommodate our 30 second inquiries in regards to the COVID restrictions which adjust every other week. My wife and I have been transferred from front desk to voicemail no less than one thousand and seven hundred and seventy six times. Ha, see what I did there Memorial Day Weekend and all.

The Hilton-Marriott franchise has a great reputation spanning over a century’s work of impeccable accommodation to all humans both domestic and international. This branch of this great company is an absolute embarrassment to the Hilton name. I will also go so far as saying they are likely a deficiency in their company’s balance sheet. They simply did not execute their tasks at every single part of our relationship with them. I am writing this scathing review with immense pride because they were so God awful. I say this not as a “Negative Nancy” per se because I have nothing but glowing reviews for all of the small business vendors in the greater Riverhead area for our wedding. This hotel absolutely, positively sucks. I hope any people planning an event in or around this area will steer tens of miles clear of this hotel. The actual rooms were not bad, but everything else was. OK, time for...

I've been in the customer service and hospitality industry for over 16 years so I take it very seriously whenever I stay at any establishment. If you're in hospitality I expect you to be welcoming and attentive no matter what the person you are assisting looks like.. that being said the Sunday crew consisting of Jenny and Bob were amazing! They made my boyfriend and I feel right at home. I would stay at the hotel again just for them. There was another gentleman there that was great but I didn't catch his name. That being said, the Monday crew was not up to par. There was an incident where we took a bottle of wine to the jacuzzi and instead of the front desk crew, that very clearly saw us with the bottle of wine in our hands and they knew we were going to the jacuzzi because we asked them where the towels were, could've told us, "hey, you can't have glass near the jacuzzi.. let me get you guys some plastic cups". Instead they called over another man named Donald who came up to us very rudely to let us know that we couldn't have the wine bottle with us in the jacuzzi.. Again, I work for hotels all over the country, (which I know I should've known not to have the bottle by the pool but I was caught up in the moment with my lover that it slipped my mind) had it been me, I would've brought out plastic cups to transfer the wine from the bottle to the cups.. easy fix. but no.. Donald made ME, the guest, get out of the jacuzzi, all wet so that I could get plastic cups in the hotel. That was very unprofessional. Especially after we spent a pretty penny at the hotel during our one night stay. I def feel that my boyfriend being covered in tattoos and piercings also had something to do with the way we were treated.. Had it been a "clean cut" looking person; I'm pretty sure Donald's tone would've been a little different. We had an amazing stay until this all happened.. and then the cherry on the cake was when we were leaving the hotel, we didn't even get a farewell or a thank you for staying at the hotel.. which is one of the most important things for the staff to do especially if you work the front desk.. I will make sure to stay at this hotel on the weekend if we do decide to stay here again. The weekday crew def needs training in hospitality and need to learn how not to judge a...