My family and I wanted to escape to Salem for one night. We had never stayed at the Hawthorne so decided to try it. I wish so much in retrospect, we had stayed at the Salem Waterfront as we had many times before, but we thought a new hotel might be fun. We were mistaken.
We went out to eat and arrived back at the hotel at about 8:30 pm and very quickly realized the lock on our door did not work. We called the front desk to report this and the gentleman working acted as though he did not believe us and said he would personally come check. When he arrived and verified that the lock was dysfunctional, he said he could offer us a different room if having our door lock was "important to us". After a few more minutes, he called us and informed us that as a party of 5 another single room that could accommodate us was not available (though he did not offer 2 smaller rooms), so the only choice he could suggest is calling the "engineer". He did this, and eventually an older gentleman arrived with tools and VERY LOUDLY proceeded to "fix our lock". This took about 45 minutes of off and on banging. He was there so long, that he was laughing at "Family Guy" with us and then making so much noise that the movie we watched following was virtually inaudible.
Meanwhile and unbelievably despite the racket, two of our children passed out from exhaustion (out in the sun all day). Our other son kept us company until the man left (around 10:30) then within 15 minutes we all proceeded to conk out.
SO essentially, ALL of our awake time was spent with this ordeal and with tons of disruption all because of dysfunctional locks.
One of the last things my husband did before he fell asleep was to call the front desk and at the very least request a late checkout, which they promptly denied us, explaining that our room was already "promised" to another guest. (They gave us 11:30 instead of 11:00).
I actually woke in the middle of the night because I was so upset about our spoiled "one night" vacation that I filled out the comment card explaining the events that had transpired. After which, I was able to fall asleep again.
The next morning, none of us felt like eating there, but we had already made brunch reservations, and not feeling right about canceling them at the last minute, we reluctantly gave the Hawthorne one last try. The food was very good, so we had our fingers crossed, but then, once more, the hotel staff showed us their poor service. Waitstaff had repeatedly approached us to order more, but after a $200 brunch, we just wanted to sit and sip our coffee for a few minutes. A moment or two later, the hostess approached our table and asked us if "we would mind" moving our conversation to the lobby couches as another party was waiting for our table. It was not as though we had been there all day. It had been little more than an hour. I was honestly in shock at the utter rudeness, and yet the service at the hotel had been so poor, that I should not have been surprised.
On our way out, my husband gave our comment card to the front desk clerk who read it over and apologized. She said that the events we described had been in the record book and that the hotel manager would be picking up the comment cards. She assured us we would promptly receive a call from her. To date however (going on 5 days later), we have not.
One of my husband's coworkers chuckled at our naivete, telling us an independent hotel would never call us after an experience like that, because without a corporate office to answer to, they would just "blow us off". I guess he was right.
I strongly advise avoiding this hotel. Service was atrocious, and if there is a problem, they clearly do not care.
- Official Description (provided by the hotel):
- Our historic Salem, Massachusetts hotel provides 93 rooms including 6 suites all individually furnished and tastefully appointed; ideal for business and leisure travelers to the Salem or Boston area. All of our rooms come standard with hand-crafted Gartner Mattress© beds, Hypo-allergenic Beyond Down pillows, all natural and organic Pharmacopia Bath products and CubieTime alarm clock with USB power outlets. Guests can enjoy complimentary parking; complimentary high-speed Wi-Fi throughout the hotel; complimentary lobby coffee and free use of the local YMCA. ... more less
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- Also Known As:
- Hawthorne Hotel Salem