Hilton Garden Inn Islip/MacArthur Airport

Close to the airport and easy to access

I cannot express how disappointed our experience was with this hotel during my nieces wedding weekend.
If negative stars were available I would add them.
The rooms on the first floor were moldy, dirty, and smelled horrible. The humidity in the rooms made it impossible to have dry clothes or hair or anything else. The dampness went everything. The AC barely worked and when it did, it leaked.
I checked in prior to my arrival had a room assigned and when we checked in at 12:46 AM, my room suddenly disappeared and whenwe went to the front desk to check in, they told us they’d given our room away because “it is 1 AM“ and we had to give room to someone else. I literally shared with them that this is impossible considering I had already checked and paid for my entire stay and was assigned a room the at the front desk could care less gave me the dirtiest look and sent us on our way. She told me I could check back in the morning to see there was anything else available.
When we arrived in our room, the adjoining door was open. The people in the room next to us were blaring their TV and radio atthe same exact time.
I could go on and on, but you get my gist. The experience was horrible. I don’t recommend this hotel to anyone especially not anyone whocares about the room in.

I cannot express how disappointed, frustrated, and embarrassed I am by our experience with this hotel during my daughter and son-in-law’s wedding weekend.
We reserved a large room block months in advance, trusting this hotel to provide a pleasant experience for our family and out-of-town guests. Instead, what should have been one of the happiest weekends of our lives became an unnecessary source of stress because of the hotel’s poor conditions and lack of management.
There were multiple issues affecting numerous guests throughout our room block, including unacceptable room conditions, cleanliness concerns, maintenance problems, and service failures. Rather than focusing on celebrating the wedding, our family spent valuable time trying to resolve problems that never should have occurred.
The most disappointing part was the complete lack of accountability from hotel management. I left multiple voicemail messages requesting a return call and spoke with numerous staff members, each assuring me that a manager would contact me. That call never came. Not once. Days later, I still had received no response, no apology, and no acknowledgment of the issues our guests experienced. I have since escalated to the corporate office.
As the mother of the bride, I was mortified that our family and friends—many of whom traveled a great distance to celebrate with us—were subjected to these conditions. It was incredibly embarrassing to have to apologize to guests for circumstances that were entirely the responsibility of the hotel.
Customer service does not end when guests check in. When serious concerns are brought to management’s attention, the expectation is that someone will take ownership, communicate, and make every effort to resolve the situation. Unfortunately, that did not happen here.
I would strongly encourage anyone considering this hotel for a wedding room block, family event, or any special occasion to think carefully before booking. The lack of management responsiveness and customer care was just as disappointing as the conditions themselves.
A sincere apology, a simple return phone call and compensation would have gone a long way. Instead, we were left feeling ignored after one of the most important weekends of our family’s lives. I cannot recommend this hotel based on our experience. The hotel in my opinion should not be operational.

Room was clean!! Excellent customer service!!

The hotel room was nice and clean. Spacious room, the bed was comfortable, The shower was nice. There were lights that didn’t work, the bathroom door kept closing by itself. The closet was very small. The window did not allow you to close it up to keep the light out all night without cutting off the A/C from cooling the room. The mens room in the lobby had no paper towels in it. The restaurant food was pretty bad. Everything we asked for, they were out of. We finally settled on a burger and fries and a salad with chicken. OMG. Do not get a watermelon “rita”. I can’t get the nasty taste out of my mouth. No we didn’t complain to management. We were up there for a funeral and just wanted to go to bed asap. Just take my word for it. Avoid the rita!

Location was great and room was clean

Location