Hotel Indigo Long Island - East End by IHG

I make the trip from Canada to stay here every year. The staff are so welcoming and really go out of their way for guests. Rooms are clean and comfortable, and there’s plenty to choose from at the restaurant, with great food. A great hotel choice.

Breakfast was fantastic, way beyond what I expected. The room had a clean design, and both the bed and room were really comfortable. Joseph at the front desk was happy to help when I asked him for a favor.

Brides, beware. Jennifer, the Bar Supervisor, and Lindsay, the Front Desk Associate, were the two bright spots for us. They were kind, skilled, and gracious, with outstanding customer service. They’re the only staff members who seemed to know how to do their jobs well. Promote them and have them retrain the rest of the team. I booked an after party and spent over $2000, expecting things to go smoothly. Instead, items dropped off ahead of time weren’t put out with the party. Once it had started, I had to go to the front desk to find out where our things were, and there was a sign with the wrong name on it. It was embarrassing. The renovated rooms and location may look appealing, but the service was terrible. When something went wrong, staff blamed the guest. Questions got answers like “I didn’t know” or “no one told me.” In hospitality, staff should be able to anticipate guests’ needs and work out what to do when they don’t have the information. This felt like a leadership failure and a lack of training in both the tasks and guest experience. Details weren’t passed along to the people working on the front line. I’m sure there are plenty of other nearby hotels where an overnight stay and party would be much less stressful.

I was here for work and stayed in several different rooms. The hotel feels luxurious, and the rooms were cleaned and tidied well. Customer service was pretty good, and the staff serving dinner were always fantastic. The complimentary breakfast tasted great, though I wish the options had changed more during the weeks I was there. It was the same selection each morning. I ordered dinner quite a few times, and most of it was pretty mediocre. Maybe one or two of the nine meals really made me happy.