酒店回复: Dear Guest, Thank you for taking the time to give us feedback on your recent stay. Even though our guest rooms are smoke-free, we occasionally have violations of this rule. We take these incidents seriously, and we thank you for bringing this to our attention. We hope that our hospitality and other outstanding features helped make this a pleasant experience for you, and we look forward to welcoming you back in the future.Sincerely,Ross LevaGeneral Manager
2.0分
家庭亲子
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Was very upset to find after calling 2 days befor our trip and was told pool was clean and ready (wasn’t ) green and dirty and when asked for towels was informed there wasn’t any I have 4 guest and 3 towels ! I drove 2 1/2 hours because I loved the service I had previous visits to the same place . I was very upset and not impressed about the service
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酒店回复: Dear Nicholas, We are sorry that your stay this time did not meet all of your expectations, especially considering your positive past experiences with us. Your feedback is important in helping us identify areas for improvement, and we will address the service issues you encountered. We also regret to learn that you were not able to take advantage of the pool during your visit, and we appreciate your feedback. Thank you for your candid review, and we hope to have another opportunity to welcome you back so we can provide you with the outstanding experience you always deserve and that you have come to expect from us.Sincerely,Ross LevaGeneral Manager
5.0分
其他
Excellent overall but breakfast was not very good. Stale Bagels and Scrambled eggs were not good.
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酒店回复: Dear Guest, While we are glad your overall stay with us was pleasant, we truly regret that the food we served during your stay was not to your liking. We work hard to provide quality, fresh food; therefore, we genuinely apologize that we did not meet your expectations. Your comments have been shared with our culinary team, and we appreciate the feedback. Thank you for bringing this to our attention, and we hope you will allow us an opportunity to provide you with the exceptional stay you deserve.Sincerely,Ross LevaGeneral Manager
4.0分
其他
Property was clean, staff was nice and the only gripe would be the pillows were too overstuffed. So hard on my neck.
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酒店回复: Dear Guest, It's wonderful to hear that our efforts to provide a fresh and spotless environment made a positive impact on your stay. We believe that a clean space contributes to a comfortable and enjoyable experience for our guests. However, we apologize that you were not completely satisfied with your pillows. Our front desk is available around the clock to address issues such as this, and we are always happy to do whatever we can to make your stay as comfortable as possible. Your feedback is a fantastic encouragement for all of us here at Hawthorn Suites by Wyndham Port Arthur, and we can't wait to serve you once more on your next visit.Sincerely,Ross LevaGeneral Manager
5.0分
其他
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Concern.
The hotel was clean and the room was too. The only concern i have was when the maid service left she did not leave us any wash clothes there was only one in the room. My husband went down to the desk and asked for a couple more since there was only one. When we arrived home this evening he was looking at the charges and there was like a $87 charge pending on our statements for a 2 pk of something. I am wondering if this charge is those wash clothes. If this charge goes through i will be calling for an explanation to why this is on our CC statement.
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酒店回复: Dear Guest, While we are glad you loved our spotless property and accommodations, we genuinely regret not meeting your expectations during your time with us, and we appreciate you bringing your concerns regarding the service and charges to our attention. We can understand the frustration this has caused you, and we will share your comments with our team. Thank you for staying with us at Hawthorn Suites by Wyndham Port Arthur, and we hope to have the opportunity to welcome you back for the outstanding stay we are known for providing.Sincerely,Ross LevaGeneral Manager
1.0分
商务出差
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The reason why I chose this place-
Hot Tub.
Disappointed with -
$165/ night with a dirty tub with hair blockage and no way to use the “hot tub” as the drain stopper intentionally removed.
Front desk steadfast … No.
Offended -
The lady at front desk did not answer the phone for 24 minutes .
This person entered the room without my permission and warned me that if I did not vacate the room without her presence there will be full charge.
She remains in the room while I change and collect my belongings.
I felt ,,, humiliated!
Never mind the refund!
I was forced to accept the reality of my existence.
Thank you Manager and the Fromt Desk !!!
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酒店回复: Dear Tushar, We are genuinely sorry to hear about your disappointing experience during your recent visit to our hotel. Providing exceptional customer service is a top priority for us; therefore, we sincerely apologize for what transpired. We appreciate your feedback about your interaction with one of our associates, and we will certainly address this matter internally. Your comments are invaluable to us, and we are committed to improving our services as we always strive to exceed our guests' expectations. We are also sorry that you were unable to use the hot tub during your stay, and we will share your concerns appropriately. We sincerely hope you will consider giving us another chance in the future to provide you with a more pleasant and memorable stay. Thank you for bringing these concerns to our attention.Sincerely,Ross LevaGeneral Manager
2.0分
其他
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Won’t be back!
Was given the wrong info when booking as they did not have the kind of room I needed but said they did. House cleaning opened my door in th morning even when I had the DO NOT DISTURB sign on the handle. One time d the 2 beds was broken
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酒店回复: Dear Guest, We sincerely apologize for the miscommunication that occurred on this particular visit. Thank you for bringing this to our attention and also for your patience. This incident has been discussed with our team so we can ensure this is not repeated in the future. We value all your comments and will address your concerns regarding the bed, as we always strive to improve our guest experience. We hope you will choose to visit again so that we can provide you with the excellent hospitality that you deserve.Sincerely,Ross LevaGeneral Manager
5.0分
其他
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Extreme comfort
Our stay each time have been so smooth, comfortable and clean rooms. I have arthritis and some places have hard beds which cause me to wake up stiff. I don’t have that problem at the Harthorn. There beds are so comfortable
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酒店回复: Dear Pamela, We love having guests return to stay with us again and again. Nothing pleases us more than to know that we have provided everything necessary for you to have a wonderful stay. We are delighted that you loved our comfortable room and beds and got a great night's sleep. It is our top priority to provide a refreshing, relaxing stay to every guest; therefore, we appreciate your kind remarks. Thank you for making us your home away from home here in the city. We look forward to welcoming you back soon to Hawthorn Suites by Wyndham Port Arthur.Sincerely,Ross LevaGeneral Manager
4.0分
其他
No tv channels
They had no streaming for tvs with only 3 channels. The hotel elevators and lobby need a face lift. I wont go back for this reason
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酒店回复: Dear Sonya, We hope overall you had a pleasant stay with us, but we are sorry you felt our lobby area and elevators needed updating. We are grateful for the feedback, and we will share these notes with the appropriate individuals for the future modernization of our hotel. We also apologize for the issues with the television, and we appreciate your patience. It would be our pleasure to welcome you back soon to Hawthorn Suites by Wyndham Port Arthur. Sincerely,Ross LevaGeneral Manager
1.0分
其他
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I booked the room after viewing the pictures online, however the pictures were misleading. The room I got did not have a sofa as the pictures showed. I was not able to cancel or change rooms. Zero stars !!! Won't be back.
我的房间是“禁止吸烟”的，但里面有太多香烟味，有些夸张
Was very upset to find after calling 2 days befor our trip and was told pool was clean and ready (wasn’t ) green and dirty and when asked for towels was informed there wasn’t any I have 4 guest and 3 towels ! I drove 2 1/2 hours because I loved the service I had previous visits to the same place . I was very upset and not impressed about the service
Excellent overall but breakfast was not very good. Stale Bagels and Scrambled eggs were not good.
Property was clean, staff was nice and the only gripe would be the pillows were too overstuffed. So hard on my neck.
Concern.
The hotel was clean and the room was too. The only concern i have was when the maid service left she did not leave us any wash clothes there was only one in the room. My husband went down to the desk and asked for a couple more since there was only one. When we arrived home this evening he was looking at the charges and there was like a $87 charge pending on our statements for a 2 pk of something. I am wondering if this charge is those wash clothes. If this charge goes through i will be calling for an explanation to why this is on our CC statement.
The reason why I chose this place-
Hot Tub.
Disappointed with -
$165/ night with a dirty tub with hair blockage and no way to use the “hot tub” as the drain stopper intentionally removed.
Front desk steadfast … No.
Offended -
The lady at front desk did not answer the phone for 24 minutes .
This person entered the room without my permission and warned me that if I did not vacate the room without her presence there will be full charge.
She remains in the room while I change and collect my belongings.
I felt ,,, humiliated!
Never mind the refund!
I was forced to accept the reality of my existence.
Thank you Manager and the Fromt Desk !!!
Won’t be back!
Was given the wrong info when booking as they did not have the kind of room I needed but said they did. House cleaning opened my door in th morning even when I had the DO NOT DISTURB sign on the handle. One time d the 2 beds was broken
Extreme comfort
Our stay each time have been so smooth, comfortable and clean rooms. I have arthritis and some places have hard beds which cause me to wake up stiff. I don’t have that problem at the Harthorn. There beds are so comfortable
No tv channels
They had no streaming for tvs with only 3 channels. The hotel elevators and lobby need a face lift. I wont go back for this reason
I booked the room after viewing the pictures online, however the pictures were misleading. The room I got did not have a sofa as the pictures showed. I was not able to cancel or change rooms. Zero stars !!! Won't be back.