I wrote a review after my stay at the Hawthorne Hotel a few weeks ago. I had won the night's stay in an online contest. My daughter and I checked in late at night on our way back from a few days in Maine in August 2013. As a single parent, I have limited funds and plan the cost of our vacations down to the last penny. When I called to make the reservation, I was told that a confirmation might not reach my email and if it did, it might be in the spam. I received no confirmation in my email at all, but kept the confirmation number the manager gave me on the telephone, so was not concerned. Upon check in, I was asked for a credit card and they told me they were going to run it to make sure I had one hundred dollars security in case we damaged the room. Unfortunately for me, I did not have one hundred dollars on my credit card after our vacation in Maine. I had not been made aware that I would need to have this amount on the card, or I would have made sure it was on it. The blond clerk at the front desk was in my face demanding the one hundred dollars and asked me for cash. She kept repeating, you must have a hundred dollars on another credit card which I did not, deepening the humiliation. My daughter and I were both embarassed and I was ready to leave and drive home to Cape Cod, when the clerk spoke to someone else who said it was ok if we stayed, that they would make an exception. How sporting of them after humiliating us.
We stayed in a old-fashioned room with a sweet, quaint bathroom and a view of Salem. We have both loved the Hawthorne Hotel for years, enjoying a meal in the Tavern a few times a year at Halloween and when we visit the art museum in town, and were so thrilled when I won this stay, but the stay was ruined for us by the humiliation. There was a second toilet in the room which seemed kind of strange, but might be convenient for some folks. I went in search of ice and found an ice machine and snack vending machine in a less than pristine looking, concrete floored tiny room. While looking for the ice machine I noticed that the door to one of the elevators was pushed back or something so that there was a gap into the elevator shaft. After seeing that, I took the stairs. The wifi was spotty at best.
Breakfast service was slow, my poached egg was raw and served in a puddle of vinegary water. The kitchen made the egg over again, but because of the slow service and the need to recook the breakfast, my daughter and I ended up in a frazzled race to check out since there is a threatening message in the room that says check out on time or pay a fee for one half of another night. We had just come from an oceanfront resort in Maine where check out is at 11 but you will not be charged until noon. A more humane practice. Upon entering the dining room for breakfast, there was a woman waiting for food and she looked at me and said, "Good luck." Yes, the service is abysmally slow in the dining room, but I had never noticed that in the tavern on other visits.
The reason I am writing this review again is a few days after my review posted, I got an email from the Hawthorne asking me to delete the review because their ranking had been lowered from number one to number two because of it. I was told that I had been given a confirmation letter that stated I needed to have a one hundred dollar security deposit (but I had never received any confirmation from them at all) and that the breakfast had been comped because of their error in preparing it (but actually, I had paid for the breakfast.) I have loved the Hawthorne Hotel for many years so I agreed to delete my review, but afterwards realized that I had been bullied into doing so. I guess the management has no qualms about harassing people who write a negative review which I think is very unprofessional.
This is a lovely hotel with so much history, BUT the people who work here are unprofessional and do not have the best interest of their customers at heart. Their ranking is their first and only priority and they are not in the least bit ashamed of letting unhappy customers know that. Beware!
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Report response as inappropriate
Anyone reading this review, and then reading all the other reviews on this site about our hotel might have an interesting perspective about this particular account.
This review is one that will have to go under the heading of “no good deed goes unpunished.” For you to have received a complimentary night’s stay in our hotel from us, and then go on to write such a review is really disheartening. Clearly if any of these things had indeed taken place, and you had brought them to my attention at the time, we would have addressed them to your satisfaction.
We are sorry to have disappointed you.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.