It is extremely unfortunate that a guest can use a media like Trip Advisor, which is so useful to potential guests, to attempt to discredit a business because they just want to be vindictive.

This guest has claimed that his reservation was cancelled because he did not show up at 3.00pm check in time. Which Motel will ever cancel a reservation for that reason?
The guest did make a reservation with an estimated arrival time of 3.00pm. About 7.00pm when he did not arrive to check in, a courtesy call was made, which is customary to all guest, to inquire if he was delayed, and what may be his new arrival time, since we would make arrangements for late arrivals.

As soon as the guest got on the line and the question was asked, he became so belligerent, it was a total shock. Even though I tried to explain to him that this is the usual procedure, he persisted with his belligerence and then started using profanities.

Did I hang up on him, yes I did, did I tell him the reservation was cancelled, I did. I told him that since he had not even check in and that was his behaviour, he would not be welcomed at the motel since we catered to families and that behaviour was not acceptable. No one should have to listen to anyone using obscene language. What the guest did not say, is that he called about half an hour later and apologized for his behaviour and said, and I quote "I got off on the wrong foot, and I am sorry, I am sitting in traffic and I am fustrated, can I please have the reservation reinstated." I accepted his apology, and told him how much I appreciated his call, and made arrangements with him for a late check in. I guess he was so bent on being vindictive, and of course now proving that his apology was not genuine, that he forgot to mention it in his review.

At the Harborside, we go the extra mile to ensure that our guest have the best experience possible. We understand that Montauk is a resort destination, and that most of guest have to travel some distance to get to us. It is our job and our pleasure to ensure that there Montauk experience was worth the drive. We will continue to do so.