Ocean Colony Beach and Tennis Club

This was meant to be a family weekend, and now we can't see anyone because every room is unavailable. My reservation was cancelled just two weeks before we were due to arrive, after I'd had it booked for a year. When I contacted the property, they said my bank had cancelled it and the room was no longer available. That doesn't make sense to me. I had already had to make the booking twice because they returned my first one. Customer service has been useless: it's almost impossible to reach anyone by phone, and the email replies don't solve anything. Awful experience.

The management company said they couldn't do anything and refused to refund any of the $1,450 for our three-night stay. We've never been treated this way before, and we're really upset. My wife and I asked for our money back just 15 minutes after arriving because we didn't feel safe or comfortable staying there. In unit 823, we found two ticks in the bed. I have Lyme disease, so that could put my health at more risk, but management didn't seem to care. There was also a mildew odor, and when we opened the closet, its door came off the track and hit my dog. I hope the owner reads this and does the right thing. This isn't how people should be treated.

When Hurricane Henri affected our visit, we had to leave early for safety. Ocean Colony first offered credit toward a future stay, but after we spoke with management, they gave us a full refund for that night. I appreciated how they handled it, and their customer service deserves credit. We've stayed here two years running and hope to come back again. The location is great, with private beach access, quiet family-friendly surroundings, and balconies on the rooms. There's a seafood shack and Goldberg's bagels just down the road, and Montauk's center and popular bars and restaurants are a quick drive away. I highly recommend it for a Hamptons visit. Thanks, Ocean Colony!

Asking where we should put our trash got a response like we'd asked the manager to recite 1,000 digits of pi. The staff seemed poorly trained and completely unwelcoming. Other guests berated us, and management didn't step in to help. We won't return. I'd strongly suggest going to Windward shores next door instead, they've never let us down. This place sucks if you're after an enjoyable vacation.