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Hawthorne Hotel


    Hawthorne Hotel
 in Salem
    Hawthorne Hotel
 in Salem

Reviews

TripAdvisor Traveler Rating:
2263 Reviews
Latest TripAdvisor Reviews

  • Friendly and welcoming staff at Nathaniel's

    by 2016Kiku on 2019-12-30 06:43 am

    Enjoyed a very nice dining experience and while listening to live music at Nathaniel's last Saturday evening! The warm ambience of the dining room and beautiful holiday decorations made for a festive evening. Jessica was our waitress and was so friendly, welcoming and accommodating! She really helped make the evening fun and I'm looking forward to coming back!

    Owner Response
    Mimmy:

    Thank you for visiting Nathaniel's (inside the Hawthorne Hotel) for one of our weekly "entertainment nights." We do rotate musicians, so be sure to check our schedule.

    And, as Jessica is relatively new to the Hawthorne Hotel, we are pleased she offered you the exceptional service we strive to provide.

    We look forward to welcoming you back!

    Claire K, General Manager at Hawthorne Hotel, responded to this review

  • Cute hotel, cleanliness problems.

    by TropicalTraveler78 on 2019-12-13 10:19 am

    Nice historic hotel with an attractive lobby and restaurant with fireplace etc. The problem I experienced was dog hair in the room (it had not been vacuumed before I checked in apparently) and someone's hair in the shower.

    Bathroom was very small but this is normal for such an old hotel.

    I think it is nice and the location is good, but they need to work on housekeeping which is fundamental to a hotel.

    Owner Response
    TropicalTraveler78:

    Travelers should expect - at the very least - a clean hotel room and a comfortable night's sleep when they stay at the Hawthorne. We are sorry that we did not meet these basic expectations during your stay.

    Please know that we take all comments, observations and experiences seriously and are working with our Housekeeping team to ensure all rooms visited by pets are deep cleaned prior to the arrival of the next guest.

    If you would like to offer more insight into your recent stay, please reach out to claire@hawthornehotel.com.

    Claire K, General Manager at Hawthorne Hotel, responded to this review

  • Great location, quaint, but service lacking

    by DKMommy on 2019-12-08 07:30 am

    The hotel is pricey, for that price one would expect excellent customer service. The entrance doors are difficult to navigate and there was no doorman or porter to help. None of the staff seem happy to work there. No cheery smiles or greetings. The breakfast service is a hot mess. On two occasions, there were no signs to tell you to wait or sit down. So you stand unsure what to do. We finally were told to sit and then waited as people who came after us were served. On both days, meals with potatoes came very undercooked. The decor is lovely and the hotel is cozy. It is a historical hotel, so don't expect modern amenities. During the week it is full of The Who is who in the area. Weekends are full of tourists. They have plenty of parking in open lots. You can walk to many of the sights. Don't miss Fatty's cookies or Turner's Seafood while in town. So much potential, but needs better management and employee morale.

    Owner Response
    DKMommy:

    We appreciate your feedback. Based on your recent experience, the hotel has taken the following steps:

    * We are providing additional training and mentorship to our hosts

    * We agree that a lollipop sign in Nathaniel's would be helpful and are putting that into use immediately!

    * We reviewed with all staff - including managers - to offer assistance to any guest that may require help with luggage. Our custodial team is available to 'drive' luggage carts, assist with bags, etc. The Front Desk is available 24/7 and can direct a custodian to the lobby, parking lot or a guest floor when help is requested.

    Thank you for suggesting steps that will help improve our operations!

    Claire K, General Manager at Hawthorne Hotel, responded to this review

  • Wonderful Stay, Wonderful Staff

    by dmi05 on 2019-12-05 04:59 am

    Had a wonderful weekend in Salem this fall! Loved our stay at the Hawthorne. The staff was so courteous and helpful, especially Chris Hamzeh. On many occasions we went to Chris for suggestions on what to see and where to go. Chris was very patient with us and our lack of knowledge of the area. He provided a number of suggestions. He helped us with all of our hotel needs, too!

    Owner Response
    DMI05:

    Thank you for your comments, especially taking the time to recognize a member of our Front Desk team. We do have walking maps, brochures, and recommendations for where to eat or what to do while visiting the North Shore. We are thrilled you enjoyed all that Salem has to offer.

    Claire K, General Manager at Hawthorne Hotel, responded to this review

  • Leisurely Thanksgiving vacation

    by charlened784 on 2019-11-30 09:54 am

    I had the week off from work so I decided a short trip for my husband, myself, and my 13 year old was in order. Tuesday night we stayed in Boston to see the Blue Man Group and we stayed at the Loews Hotel, which is always a wonderful experience in customer service. The next day we were headed to Salem as I had never been and wanted to check it out. Considering I was spending almost $300 a night I of course expected superior service. I work in customer service myself so I notice all the little things. We arrived at The Hawthorne and I was impressed by its beauty. I stepped over to what seemed like the place to check in. There was a young lady on the phone and a gentleman looking down at paperwork. I waited to be greeted. Obviously the employee on the phone couldn't greet me. A waiter came over and went to speak with the gentleman about credit card receipts as I stood patiently waiting. The waiter left so I went up to the young man myself and stated I needed to check in. No greeting, very matter of fact transaction, and we were sent on our way to our room. The room was large, but seemed stark with no pictures or a dresser to put our clothes. There were however 2 closets, so there was room to store our clothing. We went down to get dinner at the pub downstairs. The only smile I received in Salem that evening was the quiet sweet waitress. The next day was Thanksgiving and although there was a lovely buffet we went off to the movies. The next morning I was awakened by our toilet overflowing with water extremely fast, as in gushing all over the floor. I called the front desk and a lovely young lady named Mia sent someone right up. After a few minutes the maintenance person got the water to stop, apparently a piece gave way inside, and at this point I couldn't even step out of my bed without getting my feet wet. Thankfully we had no personal items on the part of the carpet that was soaked. Another gentleman came up with a wet vac and started vacuuming the water. My daughter and I were still in our PJ's as it was only around 8:30. Mia offered us a suite to move to, so we gathered everything we could, and with the help of the employee who was vacuuming we moved to a lower floor into a lovely suite. This gentleman was a highlight to our experience because he was very sweet and so very helpful. I wish I could remember his name, he has a cat named Ellie, lol, and I know that because he was showing us pictures of the hotel at Halloween and hit the one of his cat in error. We stayed overnight in the suite, but never heard anything again about the mishap. We didn't hear anything else from anybody and when we checked out today nothing was said ( I mentioned it to the young lady as I was checking out and she did apologize, she was very sweet ). I'm not sure what I expected. We did enjoy our stay, and I realize we stayed on a busy weekend. Next time however we may try a different hotel in Salem.

    Owner Response
    CharleneD:

    I do hope you have received a call from our Front Office Manager regarding the inconvenience of the maintenance issue that occurred during your Thanksgiving stay at the Hawthorne and that the matter was addressed to your satisfaction.

    I believe Ethan was the custodian servicing your room on Friday morning (he has an adorable calico kitty) and am pleased he was efficient and friendly while assisting with your room move. Mia, our Front Desk clerk who responded to your maintenance issue, should have directed you to the manager on duty so that you could have discussed a suitable solution to your room issue and left with a more positive impression of the hotel. We will make sure all front desk staff follow our customer service guidelines of an immediate and warm greeting at check-in, and know to involve a manager when there are issues.

    Claire K, General Manager at Hawthorne Hotel, responded to this review


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