I am shocked to read the other reviews of the Hawthorne Hotel as our experience was terrible. In truth, I did not read the reviews before booking because I attended a wedding at this hotel this past weekend and did not consider staying anywhere else. We are seasoned travelers and have stayed at everything from 5 stars hotels to budget travel inns/chains and this was one of the worst experiences. There is no way I would stay here again or recommend the Hawthorne Hotel.
The hotel does have the historic charm that everyone has described and was nicely decorated for the holidays, however if you look closely you will find repainted water stains and a generally poorly maintained building. Our worst complaint is that we discovered little black bugs in our bathroom the morning after our first night. They were all over the tile and the bathmat that we put down. We suspect they were fleas, but having personally never seen a flea, we are just taking a guess. We promptly called the front desk and were connected with the manager Lucy who came upstairs immediately to take a look. She verified that we did in fact have bugs, however she in no way apologized or explained the situation. Instead she offered to "take care of the situation" while we were out during the day or offered to move us to another room. Obviously we opted to move to the other room, but this was a huge inconvenience as we were supposed to already be at a brunch. At no time did the hotel apologize or offer any sort of concession for the inconvenience.
While the bug situation was by far the worst of the Hawthorne's deficiencies, we also found the staff to be generally incompetent and unhelpful. A room service order for two sandwiches required 3 trips by the server to get the order right as we were missing basic things like utensils, napkins, etc. Parking on Saturday night (when we returned from the wedding ceremony) was an impossibility due to the amount of activities taking place at the hotel. Clearly “parking for hotel guests” is not truly enforced as we were forced to find street parking at 7pm. Additionally, others in the wedding party had problems with their reservations not being correct (king bed vs. 2 doubles) and were forced to pay more for a suite when the previously requested room was not available. Again no apologies or concessions were extended by the Hawthorne. The hotel was clearly booked solid this weekend and perhaps they are able to get away with this type of customer service because they are in such demand, however it makes for a miserable experience for their hotel guests. It seems clear the hotel places more importance on making money than the overall guest experience.
- 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