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“HORRIBLE - FALSE-ADVERTISING”
Review of Hawthorne Hotel

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Hawthorne Hotel
Ranked #1 of 3 Hotels in Salem
Certificate of Excellence
Livingston, New Jersey
2 reviews
common_n_hotel_reviews_1bd8 6 helpful votes
“HORRIBLE - FALSE-ADVERTISING”
Reviewed November 28, 2011

My wife and I recently stayed here and were disgusted. They sold us what they said was an upgraded room and a queen bed. AND IT WASNT when we called to see if there was a mistake they said it was the the queen. It clearly wasnt what we ordered or if it was they have no clue what a queen size bed looks like. Unreal. My next email is the tourisim board and the weights and measures. The lobby was fine but the service , attitude and miss information is unreal.

Stay at the waterfront unless you like paying 2x for 1/2 the quality.

Room Tip: DONT STAY HERE!!!! They dont even have coffee in the room
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  • Stayed November 2011, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
6 Thank Jason W
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
HawthorneHotelGM, General Manager at Hawthorne Hotel, responded to this review, November 29, 2011
Dear Jason W,

We are sincerely sorry for the experience that you had during your stay with us last week. You are absolutely correct in your statement that the bed in the room you occupied was not a queen – an honest mistake I can assure you, but one that happened nonetheless. However, it was truly an error, and not false advertising. We did some deep cleaning to the rooms on that floor, and when putting the furniture back into the rooms, the maintenance staff mixed up the beds between two rooms, and while we certainly should have noticed it ourselves, we did not.

I do note that the front desk manager tried to get you to look at a different room but that you refused her offer. I also note that she did give you a discount off of the price of the room that you had. However, it was clearly not enough restitution, nor enough service to make you happy, and for that we are certainly very apologetic.

I would like to work with you further to assure your satisfaction with the price/value equation for your stay with us. If you will contact me by phone at 978-744-4080 so we can discuss a fair settlement, I would be most appreciative.

Sincerely,

Juli Lederhaus
General Manager
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Southbury, Connecticut
Level 1 Contributor
3 reviews
3 hotel reviews
Reviewed November 11, 2011

I stayed at the Hawthorne Hotel recently for 3 nights. I love this hotel and have stayed many many times. I would stay no other place. Everyone is very friendly and helpful at the front desk. Many attractions are close. I did not eat there this time but have in the past. The food is excellent. It was very quiet so sleeping was a dream. The decorations are homey and inviting. Thanks so much for a wonderful stay.

  • Stayed November 2011, traveled solo
    • Value
    • Location
    • Sleep Quality
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    • Cleanliness
    • Service
Helpful?
Thank Trish199
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
HawthorneHotelGM, General Manager at Hawthorne Hotel, responded to this review, November 19, 2011
Dear Trish199,

While your review might be brief, it is certainly brimming with information that would be helpful to a future traveler. Your time taken to write this is greatly appreciated.

Thank you so much for your kind words. We do look forward to welcoming you back again soon.

Kindest regards,

Juli Lederhaus
General Manager
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Dartmouth, MA
Level 6 Contributor
317 reviews
83 hotel reviews
common_n_hotel_reviews_1bd8 159 helpful votes
Reviewed November 10, 2011

My husband and I stayed at the hotel for a weekend. We love historic hotels and we don't mind the quirks that come with some older hotels. We had no problems on our visit, but the climate controls for the rooms are challenging and for travellers expecting all the mod cons, this may not be for you. The location is downtown Salem is perfect for walking everywhere, and we explored the waterfront, historic homes, and the PEM which are all short distances from the hotel. Our room was comfortable and the bathroom had everything we needed, just a bit on the small side, but again that's to be expected in an older hotel. I would recommend this hotel for anyone who wants a nice room in a great location in the heart of Salem.

Room Tip: There is no such thing as a "standard room". All the rooms are slightly different, so ask...
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  • Stayed November 2011, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank 65Wagonaire
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
HawthorneHotelGM, General Manager at Hawthorne Hotel, responded to this review, November 19, 2011
Dear 65Wagonaire,

Thank you so much for your kind and informative review. You are correct in your assessment that the heat/cooling situation can be tricky, but this is only the case in the “shoulder” seasons of Spring and Fall. During the summer we can stay on air conditioning all the time, and that works for everyone, and during the winter we can stay on heating all the time, and that works for all. But in the shoulder seasons we have to work towards trying to deal with solar gain, and managing the wide fluctuations in temps that can occur between daytime and night in order to provide the most optimal temperatures for all areas of the hotel

At the present time we have three notifications in the guest rooms asking our guests to call down for assistance if needed regarding the temperature controls in their rooms, but we are always surprised to get complaints after the fact only to learn that that particular guest never called to ask for help. I am sure that would not have been the case during your stay since you were comfortable enough to write this positive review, so you must have called for assistance.

We do hope that by being open and honest about what we can do to help, that we will encourage more guests to seek our assistance, therefore assuring more people of the optimal conditions for their stay.

The rest of your review is also super-helpful, and we are happy that you enjoyed all the excellence that a stay at the historic Hawthorne Hotel can offer.

Sincerely,

Juli Lederhaus
General Manager
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Albany, New York
Level 4 Contributor
31 reviews
9 hotel reviews
common_n_hotel_reviews_1bd8 15 helpful votes
Reviewed November 8, 2011

My husband and I absolutely loved our stay at the hotel. The hotel has a special charm and was totally relaxing. The location is great and we walked to all of the attractions and shops we wanted to go to.The front desk staff took care of our every need and did not hesitate to answer questions we had about the history of the hotel and Salem. The servers in Nathaniels were so friendly and professional. We enjoyed the fine dining atmosphere and the food was excellent. We had a standard room with a King size bed, a tub and shower. The bed was a bit firm for us so maybe next time we will see if they have pillow top mattresses available. The room was very clean, especially the bathroom. We have never stayed in a historic hotel before and after this experience, we most definately will stay at the Hawthorne Hotel again!!!

Room Tip: We were on the sixth floor and was it was pretty quiet. In season you may want to choose something...
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  • Stayed November 2011, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank slc1255
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
HawthorneHotelGM, General Manager at Hawthorne Hotel, responded to this review, November 19, 2011
Dear slc1255,

Such a nice review! Thank you so much!!

You really captured the essence of what a stay in our hotel is like, and we sincerely appreciate your writing this great description for other travelers to read.

Most especially we appreciate your kind comments about the cleanliness of the hotel, since we work very hard to make sure this is the case, it is so nice to see it recognized.

We also love the fact that you appreciated the high quality of the dining experience at the Hawthorne Hotel, as well as the friendliness, courtesy and professionalism of the front desk staff.

We do look forward to your return.

Kind regards,

Juli Lederhaus
General Manager
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Evergren, CO
Level 1 Contributor
3 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed November 7, 2011

We were looking for a decently priced hotel located reasonably close to Boston, the Airport and Salem. This hotel is very well priced and it was relatively easy to get where we wanted to go, not being familiar with the area. The staff was friendly and had some good selections for restaurants. The rooms were spacious and very clean but had to mark them down a bit because the bathroom set-up was weird. My problem was the sink and toilet were on one side and the shower was on the other side. It seemed I never had what I needed in the side I was in! It's always challenging when you have a historic building to work with so it's definitely understandable. Also, they have excellent parking available. Would definitely stay there again.

Room Tip: Look at the bathroom to make sure it will work for you. Room was quiet and our friends room was q...
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  • Stayed September 2011, traveled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
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Helpful?
Thank snfaircloth
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
HawthorneHotelGM, General Manager at Hawthorne Hotel, responded to this review, November 19, 2011
Dear snfaircloth,

Thank you for this review, and for understanding the challenges inherent in preservation of historic sites. When you want to preserve an old structure, you have choices to make, and one of the choices is the trade-off between gutting everything and losing a lot of the original charm, as well as the attendant costs when you do that, and preserving as much as you can, and making things work with the existing structure. We have chosen the later, and it is that choice that makes our rooms more affordable than they would be if we had to amortize the expense for ripping out and rebuilding everything.

We are about half-finished with remodeling all of the existing bathrooms to make them more functional, and plan to be finished with the entire project by the end of March, 2012. However, the situation with some of the bathrooms being split in two parts will continue to exist, so if this is an issue to you, be sure to request a room with all one bathroom, which certainly is the majority of the situation in the rooms at the Hawthorne Hotel.

It is important to note that we receive many compliments from guests who enjoy the split bathrooms, because two people can essentially get ready at once this way. So it is really a matter of finding the right fit for you and your particular needs.

Thank you so much for your glowing review, and we do look forward to welcoming you back again soon.

Sincerely,

Juli Lederhaus
General Manager
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Wallasey, United Kingdom
Level 4 Contributor
25 reviews
8 hotel reviews
common_n_hotel_reviews_1bd8 33 helpful votes
Reviewed November 3, 2011

Absolutely loved this elegant, historic hotel, which is the perfect base for exploring the sights of Salem. Wandering the lobby and corridors felt like stepping back in time, and i only wish we'd been able to stay on for the Halloween bash in the Grand Ballroom. We took both our evening meals in the Tavern downstairs, and payed no more than we would have in a standard restaurant in town. Even lunch via room service only set us back around $30. Wireless worked fine, but i've got to knock a point off because i couldn't get any hot water at all when i tried to get a wash before check out - my fault for trying to use the shower at 8:30 am i suppose!

  • Stayed October 2011, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank mart291076968
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
HawthorneHotelGM, General Manager at Hawthorne Hotel, responded to this review, November 18, 2011
Dear mart291076968,

Thank you so very, very much for the excellent review of the historic Hawthorne Hotel. We so appreciate your time in writing it.

Your comments on the excellence of our food, and your appreciation for the overall atmosphere of the hotel are certainly of value to others who may read this review.

I do wish you had let us know about the situation with the hot water at the time. We can certainly do more about a situation like this than hearing about it some time later. It actually helps us a lot when people “complain” rather than suffering in silence. So we would kindly ask that next time you let us know.

Thank you again for your overall high rating, and kind comments.

Sincerely,

Juli Lederhaus
General Manager
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Bristol, United Kingdom
Level 2 Contributor
7 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 4 helpful votes
Reviewed November 3, 2011

Stayed for two nights each at the beginning and end of a holiday in New England. Rooms were spacious and furnishings elegant. First two days the room had rather a small bathroom but the second two days the room was a refurbished one with an excellent shower and separate WC.
Hotel had that old fashioned air appropriate to Salem - you could say it bit "creepy", it really sets the mood for Salem leading up towards halloween. Breakfast was good and bar snacks excellent - large helpings. We eat only once in the restaurant as there is so much choice close by. Excellent meal.

  • Stayed October 2011, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Chris660
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
HawthorneHotelGM, General Manager at Hawthorne Hotel, responded to this review, November 18, 2011
Dear Chris660,

Such a nice review! Thank you so much. You really give some excellent first-hand commentary which will be helpful to other visitors to Salem.

We especially appreciate that you enjoyed our food. We do enjoy an excellent reputation in the local community, and it is nice that you concur.

Again, thank you for writing this.

Kind regards,

Juli Lederhaus
General Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Hawthorne Hotel

Property: Hawthorne Hotel
Address: 18 Washington Sq, On Salem Common, Salem, MA 01970-4056
Phone Number:
Location: United States > Massachusetts > Salem
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Suites Wheelchair access
Hotel Style:
Ranked #1 of 3 Hotels in Salem
Price Range (Based on Average Rates): $$
Hotel Class:3.5 star — Hawthorne Hotel 3.5*
Number of rooms: 93
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

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