The Rockaway Hotel

Business reply on Google

HI Alyson, Thank you for sharing your feedback. I'm sorry to hear your second stay did not provide the experience you were hoping for. I understand your frustration regarding the pool access on your departure day. While our policy provides pool access through 12:00 PM on the day of checkout, when space allows we do our best to extend that access. If arriving hotel guests require the lounge chairs, we do need to prioritize them. We recognize that this was not communicated as clearly as it should have been, and we have since retrained our front desk and pool teams to better explain the policy and set expectations. I'm glad our General Manager had the opportunity to connect with you directly and offer a return visit with pool passes. We appreciate your willingness to give us another opportunity, and we look forward to providing the more relaxing experience you were hoping for. Cheers, Stephen

Business reply on Google

Hi Andres, Thank you for sharing your feedback, and I’m truly sorry your weekend getaway did not unfold as expected, especially during such a hot weekend. I completely understand how frustrating it must have been to repeatedly report the air conditioning issue and still not have a resolution by the time of your departure. Comfort and rest are such an important part of a stay experience, particularly for a romantic weekend close to home, and we clearly fell short there. I’m glad to hear you were at least able to enjoy the spa and pool during your stay, though I understand that did not make up for the ongoing room issue and other disappointments. Please know our General Manager is already in contact with you directly and actively working toward a recovery. We appreciate the opportunity to address this personally and thank you again for bringing it to our attention. Sincerely, Stephen

Business reply on Google

Hello Hannah! Thank you for taking the time to share this feedback. We’re truly sorry to hear that your Mother’s Day brunch experience fell short of expectations, especially on a day that should have felt special for you and your family. We would love to discuss the issues mentioned and we would genuinely appreciate the opportunity to speak with you directly. Please contact us directly so we can further discuss. Margo

Business reply on Google

Mrs D, I'm truly sorry to learn about your experience during your stay with us. It's disappointing to know that we fell short in providing the comfort and service you expected for your birthday. The issues you mentioned regarding the room conditions and the lack of response from our team are not reflective of our standards. Your feedback is invaluable, and we will address these concerns with our team to ensure improvements are made. Please feel free to reach out to us at [email protected] so we can discuss this further. Sincerely, Stephen

Business reply on Google

Khikmatilla, Thank you for sharing your feedback with us. I'm sorry that your experience did not meet your expectations. We take your concerns about room size, storage, and security very seriously. Your comments will be shared with our team as we strive to improve our services and facilities. If you have any further details or would like to discuss your experience, please feel free to reach out to us at [email protected]. Sincerely, Stephen

Business reply on Google

Tara, Thank you for sharing your detailed feedback. I'm truly sorry to learn about the issues you encountered during your stay. It's disappointing to hear about the challenges with housekeeping, in-room amenities, and the service at Margie's. Your experience does not reflect the standards we strive to uphold. We will address these concerns with our team to ensure improvements are made. If you have any further details to share, please contact us at [email protected]. Sincerely, Stephen

Business reply on Google

Hello Tuna, I'm truly sorry for the issues you faced during your stay, particularly with the billing and communication challenges. This is not the experience we aim to provide our guests. Please reach out to us at [email protected] so we can address these concerns directly and work towards a resolution. Sincerely, Stephen

Business reply on Google

Hannah, thank you for sharing your experience with us. I apologize for the inconvenience you faced regarding the billing issue. It's disappointing to learn about the difficulties you encountered while trying to resolve this matter. Please reach out to us at [email protected] so we can assist you further. We value your feedback and are committed to addressing your concerns. Sincerely, Stephen

Business reply on Google

Samantha, I am truly sorry for the distressing experience you encountered during your visit. Your description of the incident is deeply concerning, and I assure you that this is not reflective of the standards we uphold at The Rockaway Hotel. We take such matters very seriously and will be conducting a thorough investigation to address this situation appropriately. Your feedback is invaluable in helping us improve our services and ensure that all our guests feel respected and safe. Please feel free to reach out to us directly at [email protected] so we can discuss this further. Sincerely, Stephen

Business reply on Google

Hi Jennifer, Thank you for sharing your feedback. I'm sorry that your experience with us did not meet your expectations, particularly regarding the pool access and other policies. Your comments about the pool access and overall experience are important to us, and I will ensure they are shared with our management team for review. We strive to provide a relaxing and enjoyable stay for all our guests, and it's clear we fell short during your visit. If you have any further concerns or would like to discuss your experience in more detail, please feel free to reach out to us at [email protected]. Sincerely, Stephen

Business reply on Google

HI Aaron, Thank you for taking the time to share your feedback. I'm truly sorry to hear that your recent stay with us did not meet expectations, especially during what should have been a celebratory occasion. We completely understand how upsetting it must have been to see your fiancé feeling unwell and to have your birthday impacted as a result. While we cannot confirm the exact cause of the illness, we take all reports of potential foodborne concerns seriously and shared your comments with our culinary and safety teams for review. We also reached out to each guest that ordered Shrimp Cocktail with no other reports. We do maintain an A grading with the Department of Health. I realize this does not make your experience any better, but I did want to let you know what actions we took behind the scenes. Regarding the late checkout request, I do apologize that we weren’t able to accommodate it. Availability can be limited, but we understand how frustrating that must have felt given the circumstances. We also appreciate your comments about the pool atmosphere, in-room amenities, and the TV issues. Your feedback is valuable as we continually look to improve both our guest experience and t

Business reply on Google

Hi Amy, Thank you for taking the time to share your feedback. We’re truly sorry to hear that your experience did not meet your expectations and that your visit fell short of the peaceful, restorative escape you were seeking. Please accept our sincere apologies for the noise disturbances and miscommunications you encountered. We understand how important a quiet and relaxing atmosphere is especially when that's the primary reason for your visit. While we strive to maintain a serene environment in our guest rooms and public spaces, it seems that we fell short during your stay, and for that, we’re very sorry. Your comments regarding the vacuuming in the Quiet Zone and the response . We’re addressing this with our housekeeping leadership to ensure proper training, communication, and adherence to signage and guest expectations. Additionally, we acknowledge the frustration you experienced around the lack of in-room refrigeration, unclear food delivery procedures, and the missed opportunity to check in with you during your departure, all of which should have been handled more thoughtfully. We're also deeply disappointed to hear that your outreach to management went unanswered. This is not

Business reply on Google

Thank you, Ole, for sharing your experience with us. I'm sorry that your visit to our spa did not meet your expectations. We take your feedback seriously and will address the issues you've mentioned regarding the changing facilities, staffing, and cleanliness. Your comments are invaluable in helping us improve our services. Please feel free to reach out to us at [email protected] if you would like to discuss this further. Sincerely, Stephen

Business reply on Google

Thank you for sharing your experience, Daniel. I'm sorry to learn about the challenges you faced during your visit with a day pass. We strive to provide exceptional service to all our guests, and it's disappointing to know we fell short in your case. Your feedback is invaluable, and we will address these issues with our team to improve our service for all visitors. Please feel free to reach out to us at [email protected] if you wish to discuss this further. Sincerely, Stephen

Business reply on Google

Dear Maria, Thank you for taking the time to share your experience. I sincerely apologize that your visit did not meet your expectations, especially regarding the “winter pool” experience we advertised. It’s clear that we fell short in delivering what was promised, and I understand how frustrating and disappointing this must have been for you. The issues you mentioned, from the unheated pool to the uncomfortable temperatures in our facilities, are very concerning. This is far from the experience we strive to provide, and I want to assure you that we are reviewing these matters with our team to ensure they are addressed and do not happen again. Regarding the cancellation policy for your massage, I am truly sorry if our handling of the situation added to your frustration. While we do have policies in place, we understand that circumstances like this call for flexibility and understanding. Your feedback highlights an area where we need to improve, and we will be reevaluating how we handle similar situations in the future. If you’re open to it, we’d love the opportunity to make this right. Please feel free to reach out to us directly at [email protected] so we can discuss your

Business reply on Google

Dear Safiya, Thank you for sharing your experience with us. I want to express my sincerest apologies for the unsettling and disappointing situation you encountered during your stay. The safety, comfort, and peace of mind of our guests are our highest priorities, and it’s deeply concerning to hear that we did not provide the support and care you deserved. The loss of your room key and the attempted entry into your room are completely unacceptable, and I understand how distressing this must have been. Compounding this with a lack of assistance and the unprofessional behavior you described from our staff is inexcusable. Please know that we are taking this feedback very seriously and will be addressing these issues with our team immediately to ensure such incidents are handled properly and respectfully in the future. We’re pleased to hear that you enjoyed the spa and your check-in experience, but we know that does not make up for what happened. If you’re open to it, we’d appreciate the opportunity to discuss your experience further and make things right. Please don’t hesitate to reach out to us directly at [email protected]. Your feedback is invaluable in helping us imp

Business reply on Google

Thank you for sharing your feedback, Asta. I'm sorry that your experience with the DayPass for the pools and sauna did not meet your expectations. We appreciate your comments and will take them into consideration as we strive to improve our services. It's great to hear that you found our staff amazing and kind, and that you appreciated the beauty of our hotel. If you have any further concerns, please feel free to reach out to us at [email protected]. Sincerely, Stephen

Business reply on Google

Dear Illyse, Thank you for taking the time to share your feedback. We sincerely apologize for the numerous issues you encountered during your stay. It is disheartening to hear that your experience did not meet your expectations, especially when you were looking forward to a tranquil and relaxing getaway. We are deeply sorry for the inconvenience caused by the room size, the flies, and the malfunctioning TV. Additionally, we regret that the pool environment and the noise from the rooftop disrupted your peace and relaxation. Your comments about the saunas and the food quality have been noted and will be addressed with our team to ensure improvements are made. We strive to provide a restful and luxurious experience for all our guests, and it is clear we fell short during your visit. Please know that your feedback is invaluable to us as we work to enhance our services and facilities. If you would like to discuss your experience further, please contact us at [email protected]. We hope to have the opportunity to restore your faith in The Rockaway Hotel in the future. Sincerely, Stephen

Business reply on Google

Hi Hannah, Thank you for reaching out to share your recent experience at our hotel. We deeply value your patronage over the years, whether you're dining, enjoying a drink, or staying with us. I'm genuinely sorry to hear about the disappointment and frustration you felt during your last visit. Our goal is to provide exceptional service to all our guests, and it's disheartening to learn that we fell short of that standard. Your feedback about the interaction with our staff is noted, and I assure you it will be addressed promptly. While our policies may sometimes cause inconvenience, they are never an excuse for rudeness. I apologize for the way you were treated and for any discomfort this caused. We appreciate loyal customers like you, and your continued support, especially during off-season periods, is invaluable to us. Thank you again for bringing this to our attention. We hope to restore your faith in us and continue to welcome you to our establishment. We would love to see you again. Sincerely, Stephen