Holiday Inn Express Stony Brook-Long Island by IHG

This hotel deserves 0 stars. The staff at this hotel are rude, inconsiderate and just behave in a disgusting way. Namely Alexis, Charlie and Maryanne. None of them should be representing this hotel. I had booked one night at this hotel due to an event I was attending nearby. Unfortunately I had an emergency at the event and had contacted the third party I booked the hotel through to explain the emergency and inquire about what would happen if I could not keep the booking due to an illness and emergency. The agent at the 3rd party site stated after he spoke to the hotel that they would not cancel the booking without a possible penalty even though there were exigent circumstances. So I explained to him to leave the booking the way it was and confirmed with him several times that the booking was still active and he assured me it was. I have written proof of all this. I then called the hotel directly to explain my situation and see what could be done and Alexis at the front desk stated “she” had already cancelled my reservation and I couldn’t stay there even if I wanted to! She also charged me the full price for the night. Alexis canceled my reservation against my will and without my request or permission and then took my money. She then tells me to call Charlie the manager the next morning and that he can authorize a refund. I called Charlie the next day and he wouldn’t even let me finish a sentence and said I would have to get a call back from yet another manager. The next day I waited for a call back and finally called back the hotel and then received a call back from Maryanne the sales manager. While on the phone she kept putting me on hold without telling me and speaking to another person and coming back and telling me I had to speak to the 3rd party I booked with and I explained I had spoken to them and that they had emailed the hotel and that they were also not responsible for refunding me as they didn’t charge me. Holiday inn charged me. She kept going away from the phone and then coming back and refusing to refund me or help me even though Alexis canceled the reservation without my request or permission and it was on them! Finally she kept me on hold for about 30 minutes and then came back and hung up on me!!! How disgustingly rude! I would not under any circumstances stay at this hotel they are rude, inconsiderate and overall disgusting people!! How do you treat people like this especially in an emergency situation!!!!

We had an excellent stay on July 30 at this hotel. It seemed like it was brand new & it was spotless. We got a great night sleep & the free breakfast in the morning, before going to a funeral, was very good. We stayed there to attend a funeral & we live 3 hours away. I highly recommend this hotel.

My husband and I traveled to Long Island for a special occasion last month for 5 nights. I needed a handicap room. We were given room 319. When I entered the room it had a strange smell. I thought it might have been cleaning products so I didn't say anything. The next day after breakfast we went back to the room and the smell was horrible. I went down to the desk and explained, to tje best of my ability the smell, but it was a bad smell. I noticed when the AC was on it wasn't as bad as when the AC went off. The desk asked if I wanted to change rooms. I declined because my husband and I are both in our upper 70's and it's not easy moving with someone handicapped. Especially since I unpacked everything because we were staying 5 nights. I asked if they could check it out. While we were out maintenance supposedly checked the room and when I asked what they said thecdesk had no information. I waited another day and found the shower was not something my husband could use. After my shower I tub was very narrow and the hand rails were placed in an awkward place. My husband would have surely fell so he was unable to shower. ( when I booked the room I asked for a walk in shower and it wasn't available). I asked again at the desk if they had a walk in shower room available and it was not, ( if it was I would have moved rooms). The smell was making me sick so I asked again if someone could check it out. This was the evening and we were out all day, but they sent up a maintenance man. When he walked in he said he smelled something but couldn't say what it was. He took the AC apart, checked the filter, looked for water, but it was fine. He said the smell seemed near the door and bathroom . He told me the owner is scheduled to be at the property in the morning and maybe they could help us. In the morning I asked if the owner was available and he/she was not. I explained about the smell and the desk person saw I had complained previously and told me to wait, and walked away. When she came back, she told me the owner was going to request to Expedia to credit me 30%. As to date nothing has been done. Breakfast was ok but the room was so small there was never seats to eat, so we sat on a sofa in the lobby for breakfast. We will not be recommending this hotel to friends and family because it was a uncomfortable $1100 stay.