Hotel Moraine — Hotel in Town of Southold

If I were able to leave this hotel ZERO stars, I absolutely would!... My husband and I booked a long weekend here during the last weekend of August/first few days of September, 2023. During midnight, prior to the day of our trip, we found out that my husband's grandfather was rushed to the ER with a very bad case of COVID. We had just spent his 85th birthday with him 4 days prior. I unfortunately suffer from an underlying health condition, and am on immunosuppressants which makes covid very very serious for someone with my condition. That morning I began having certain covid symptoms... When we contacted the hotel to inform them of this very serious situation, we were transferred to the hotel's manager. To say that I have never spoken with a more cold-hearted, cruel, and poor business person in my life, would be an understatement!..after FORCING me to obtain, and provide her with a doctor's letter regarding my condition, (which may or may not be a HIPPA violation), the manager FINALLY agreed to credit our account for approximately, $2k, which is how much our stay would have been originally. My credit card was charged the second half of the total as if we actually stayed there, but again, we made no issue of it as it was a credit on our account.

Our family then suffered a loss, and I had been dealing with a slew of very serious health issues which prevented us from re-booking our trip. We were FINALLY able to re-book our trip today which we did this morning (only a few hours ago), and then my husband's boss called him and told him that he MUST work all weekend and be in the office (in Manhattan). We immediately contacted the hotel back and were transferred to the same nasty manager we dealt with back in August. In line with her previous despicable behavior, she REFUSED to put the credit back on our account to be used at a later date.

Mind you, we only booked a FEW hours ago, we already have the credit on the account, so the hotel would not be losing ONE CENT, and I even pled with her, informing her of all of our tragic situations, which has prevented us from being able to re-book until now. Despite this, this woman who CLEARLY has no heart or shred of human decency, still refused to credit our account.

Instead, she wanted us to pay their hotel TWO THOUSAND dollars for a stay we could not, and cannot, ever use!

I am now forced to dispute the entire charge with my credit card company. SHAME ON YOU Hotel Moraine. Your hotel should learn human decency and business management skills, should you wish to succeed in the hotel business.

WARNING!!!! DO NOT BOOK HERE!!!! WORST CUSTOMER SERVICE OF ALL TIME WITH ZERO...

Adequate hotel- solid 3 star hotel. Not actual luxury - and I’d call it kid tolerant/ not a family focused hotel. By the ads they are spending to get people in. Positioning this as a luxury hotel is a stretch by actual luxury hotel standards. They need a lot of work. Pros/ cons below. If you are used to actual luxury hotels and service this likely is not for you.

The hotel does have a pool and beautiful grounds. That’s clearly where the money is spent. The ‘private beach’ is about 10 feet in total. It’s all rocks and no actual lounge chairs. Don’t expect to spend the day at the beach here. You see it and leave The actual quality of the hotel is pretty laughable. It’s what you can expect to find at a cheap renovated Airbnb - which this is essentially is. Nails stick out of the walls and floors. We quite literally had to put tape over the floor as we had a 1 year old who would be walking on this. We told the hotel and their response was to send painters tape (photos attached) Again- when they say family hotel, they really mean they allow children. It’s not actually catered to families. They do not even provide or have highchairs on properties. I’ve never encountered this at a hotel. Let alone ‘luxury hotel’ The furniture is all cheap metal / fake wood. It’s the kind you can lift with one hand it’s so light / cheap. Again bad for those with young kids or expecting luxury. We had instances where our requests were ignored or forgotten- like housekeeping forgetting to come despite having conversations with the hotel beforehand about this / and needing the room ready for our toddlers nap time. Hard to give anything over a 2/5 for service as there quite literally is no service. You are on your own here. It’s still a motel set up. Your doors open outside. The room was still small for two adults and 1 toddler. There wasn’t a larger option. We had to put our toddler crib in the bathroom or hall to have space to walk. The continental breakfast is on the low end for hotel continental breakfast. Coffee, yogurt, muffin. Totally fine if this wasn’t billed as luxury. Zero frills - also held in their lobby/ check in. No dining room area. (And again no highchairs for babies/ toddlers)

If you want a pool and a view and a very quick trip this is acceptable. But do not expect luxury amenities, treatment or rooms. Not ideal at all for a longer stay- would recommended a hotel with 4-5...

What an utter disappointment. My family and I walked over yesterday morning around 8am from our lovely adjacent property we've vacationed at for over a decade to see this new hotel advertised as a "kid-friendly" resort (with our kid). We wondered if perhaps we'd try it for Labor Day week, and next summer. Well, let's just say "friendly" did not exist. We were spoken to by front reception, Amanda, in the least welcoming way. We heard they had a restaurant, and when told it did not open until later, we hoped we could still buy some coffee and perhaps let our little one see the grounds and pool for comparison to our seaside abode. We were told in the most vertical of ways that the coffee "is for the guests" as her tone did it's best to encourage us to leave. When we asked if we could purchase, this staff clearly was frustrated we remained, paused, and told us she could make us Americanos. (Never been a fan of watered down espresso--and prefer a baristas' experience for espresso machines). When I suggested the huge canister of drip on the bar area, she begrudgingly stated to wait and she'd get it for us. There were two other guests in the space, yet as she was filling she announced to us, "this is why a problem, our hotel is all about the guests" insinuating that we were posing the largest inconvenience at asking to purchase coffee. What hospitality! Our hotel would have welcomed a prospective guest to tour the grounds and enjoy a brew on the house! And they certainly would've said hello and offered something to a little boy excited to see the space! I reminded her at that point that we were "prospective guests" since her attitude was so off-putting -- already knowing we'd never return to this establishment. After being charged nearly $10 for 2 drip coffees--one which the cap was not securely on, and dripped hot coffee on us--we walked back to our hotel. We sat and enjoyed the beautiful bluff, the kids flew kites, and we were reassured that we were at the right vacation spot. Hospitality goes a long way. If we are making the trip in from the city, we will always be sure to stay somewhere that lives up to its own marketing headlines-- "family resort" / "family focused"-- which Hotel Moraine...