Gurney's Montauk Resort & Seawater Spa

I planed this getaway trip as a surprise for my daughters 21st birthday. Very disappointed with the front desk people. The room i booked was not available so to make it up to me they gave another great room by the beach first floor. Great they tried i understand but It felt claustrophobic. I asked for an upper level room.

They after send me and my daughter complete out of the resort to this other building away from all the amenities. It smell like mold and I got sick with upper respiratory infection. I was in antibiotics for days. It was their fold for overbooking my room. Why did I have to pay the price for it. I felt bad that on my daughter’s birthday nothing went as planned.

There was a ongoing renovation on the hotel. The kids Club was closed during all our stay. On the day our arrival, the restaurant was closed for dinner. In the firepit, only drinks were being served. On the second day, it was raining, windy and cold, but breakfast was served only outdoors anyway, with no option to sitting indoor.

The view

The management of the hotel was horrible - very poorly organized. No communication between the hotel and the dining rooms or the Spa. We were put in a "Residence" from which it is impossible to reach the lobby or dining area by foot if you have mobility issues. They offered a pick-up service but the hotel rarely answered the phone such that we felt stranded. When we wanted to return to the "Residence" from the dining room, they informed us it would be a 30 minute wait. When we informed them that this was unacceptable to us, the manager informed us he would no longer speak to us. It was bizarre! When we tried to confirm our dinner reservation for the Gigi restaurant, the reception told us it was closed but when we went physically to the dining room they confirmed that they would be opening and serving. So badly organized! Hotel room was worn and unacceptable for the price; plus there was sand all over the floor.

Spacious suite; lovely view of ocean Housekeeping - very helpful

Check-in was a mess. Person didn’t know what was going on or even where our room was! Paid for an extra day so we could check in earlier. As we were rushing to a wedding. Front desk had no idea of this. Room was 10-12 minutes from Check-in. Was no car to take us up to our room. So we had to schlep up many stairs to high room. Bellman and manager helped with luggage. Room was 85 degrees. My husband had called the day before to tell them all our details and timing but no-one told housekeeping. So we arrived at a boiling suite and got ready in sweltering heat. Took several hours to cool down . Assistant Manager begrudgingly helped with ac as the temp gauge was not working. Kept going up. For almost $2000 a day, the ac issue and his attitude was surprising and very disappointing- he was in such a rush to leave- didn’t really care about the problem. We also asked for an umbrella for our patio as it was really hot, but couldn’t get one. Plus, outdoor pool wasn’t open -staff told us the permit was delayed. Also surprising for summer. Besides housekeeping which was responsive and courteous, service was like a 2-star hotel or what you’d get at a motel. Went for wedding brunch at the Montauk Yacht Club. As we were leaving and about to call a cab, one of their staff asked us where we were going, and spontaneously offered to drive us back to Guerney. Now that’s service!

the pillows on the bed weren't very comfortable