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“Lacking Leadership, Filthy Conditions the Result”

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Hawthorn Suites by Wyndham Lancaster
Ranked #11 of 40 Hotels in Lancaster
Reviewed July 22, 2013

My family recently stayed at this hotel based on a referral from another local hotel and was excited when there was availability.

However, the excitement quickly turned to disgust when we discovered the filthy condition of our room. We learned several things from this experience; do not consider a recommendation shared by another hotel as a guarantee that the accommodations at the referral hotel will be up to par and always thoroughly inspect our room before bringing in our personal belongings.

The room we were provided was filthy to include:

cobwebs all along the perimeter of the ceiling from one end of the room to the other, a dirty refrigerator, another guest's dirty socks left behind the pull-out coach, dog hair on the sheets and blankets and mostly everywhere else, mold in the corner of the floor next to the shower / tub area, table tops left with a prior guest's food and drink stains, carpet that had not been thoroughly vacuumed between many guest visits with accumulations of dust behind and next to bedside dressers, food debris and crumbs along the base of the bed hidden underneath the bed skirt, cobwebs attached to and climbing to the ceiling from a basket of artificial vines on a shelf over the kitchenette, food and liquid stains on the walls in higher than normal elevations, seating severely stained from continued use with no upholstery cleaning like the kind of dirty that makes material feel sticky and wet to the touch, the front desk service person who assigned our room did not inform us that it was one of the hotels pet friendly rooms, had we been given a choice we would not have agreed to take this room.

. . . what more can be said, the description is truthful and accurate.

My family has stayed in many hotels for various reasons over many years, collectively this is the worst, absolute worst experience.

We brought all of this to the attention of the manager who was embarrassed and apologetic and who made arrangements to have the staff attend to the room. However, at that point we had already been witness to an inferior presentation and a product of very little value. Though appreciative of the manager's and staff's intervention (albeit too late), as a consumer the decision had already been made; we knew we were never going to visit this hotel again.

We sincerely hope the owners / operators of the hotel will investigate this matter and hopefully they will place a fresh focus on leadership and staff performance, it is duly warranted in the best interest of all future paying guests.

Room Tip: Thoroughly inspect your room before taking full possession and agreeing to the assignment of the roo...
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  • Stayed: July 2013, traveled with family
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2  Thank Barbara M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
HawthornSuites2045, Front Office Manager at Hawthorn Suites by Wyndham Lancaster, responded to this reviewResponded July 25, 2013

Please accept our apologies for any dissatisfaction you encountered during your stay.Your concerns and opinions are very valuable to us, as we are genuinely concerned with each guest's experience. We take comments such as yours very seriously and use them to initiate positive change within our hotel.

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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837 - 843 of 1,117 reviews

Reviewed July 19, 2013

  • Stayed: July 2013, traveled with family
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Review collected in partnership with Hawthorn Suites by Wyndham
1  Thank Shankar R
This review is the subjective opinion of an individual traveler and not of TripAdvisor LLC nor of its partners.
Reviewed July 18, 2013

  • Stayed: July 2013, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Hawthorn Suites by Wyndham
2  Thank Gentri F
This review is the subjective opinion of an individual traveler and not of TripAdvisor LLC nor of its partners.
Reviewed July 15, 2013

We stayed second week of July for 4 nights. The hotel is nice and clean and pretty updated. Breakfast wasn't that great unless you like cereal and pastries because the scrambled eggs tasted terrible. Our room was spotless and comfortable but the hotel is located in between an on ramp and an off ramp to RT 30 and the road noise is so loud that it is all you can hear in your room. I could not get over how loud the road noise was. It was a good thing that the air conditioner was running and helped muffle the noise or we probably wouldn't be able to sleep. Although the hotel was nice and the staff was nice I won't stay here again because of the lousy location and all the noise - it's very loud.

  • Stayed: July 2013, traveled as a couple
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1  Thank Debbie G
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed July 14, 2013

  • Stayed: July 2013, traveled as a couple
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Review collected in partnership with Hawthorn Suites by Wyndham
1  Thank Nell D
This review is the subjective opinion of an individual traveler and not of TripAdvisor LLC nor of its partners.
Reviewed July 11, 2013

  • Stayed: July 2013, traveled on business
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Review collected in partnership with Hawthorn Suites by Wyndham
Thank Richard S
This review is the subjective opinion of an individual traveler and not of TripAdvisor LLC nor of its partners.
A Wyndham traveler
Rochester
334
Reviewed July 9, 2013

  • Stayed: July 2013, traveled with friends
    • Value
    • Location
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    • Cleanliness
    • Service
Review collected in partnership with Hawthorn Suites by Wyndham
1  Thank A Wyndham traveler
This review is the subjective opinion of an individual traveler and not of TripAdvisor LLC nor of its partners.
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Additional Information about Hawthorn Suites by Wyndham Lancaster

Address: 2045 Lincoln Hwy E, Lancaster, PA 17602-3397
Phone Number:
Location: United States > Pennsylvania > Lancaster County > Lancaster
Amenities:
Business Center with Internet Access Fitness Center with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Pets Allowed ( Dog / Pet Friendly ) Wheelchair access
Hotel Style:
#8 Romantic Hotel in Lancaster
#11 Family Hotel in Lancaster
Price Range: $83 - $153 (Based on Average Rates for a Standard Room)
Hotel Class:2.5 star — Hawthorn Suites by Wyndham Lancaster 2.5*
Number of rooms: 72
Official Description (provided by the hotel):
The Hawthorn Suites by Wyndham is located in the heart of PA Dutch Country. Our spacious accommodations provide welcome relaxation whether you are here for business or enjoying Lancaster's famous attractions. Within a short drive you can find Sight & Sound Theatre, the Amish countryside, American Music Theatre, Dutch Wonderland, Rockvale Outlets, Tanger Outlets, Miller's Smorgasbord, Plain & Fancy Restaurant and so much more! We are conveniently located near most major corporate parks and businesses including Greenfield Corporate Center, Granite Run Corporate Park, High Steel, Johnson & Johnson, R.R. Donnelly, Lancaster General Health Campus and Auntie Anne's. We are delighted to offer complimentary amenities such as free local calls, free Wi-Fi and a complimentary hot breakfast. ... more   less 
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Also Known As:
Hawthorn Suites By Wyndham Lancaster Hotel Lancaster
Hawthorn Suites Lancaster
Hawthorn Hotel Lancaster

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