Hawthorne Vacations

Everything over all was fine but we were given the wrong room code during our online check in and arrived at 6am and were unable to reach anyone to get into our room for almost 3.5 hrs. We called and texted 40-50 times and no answer. We sat in the lobby for 3.5 hrs waiting for someone to arrive or call us back after having a red eye flight and traveling for almost 14hrs and wanting to do nothing but sleep. We talked to office staff members and asked to speak to managment but never heard back from them. We will never go back due to the fact the managment did not care and made no attempt to apologize or make it right. Our issues fell on deaf ears with no response from them despite numerous texting, emailing, and leaving staff members messages for them to contact us to express our frustrations and diappointment with their serivce and the way things were handled. Customer service and managment were horrible.

Pros: The room was decently clean, the staff were friendly and kind, housekeeping made up our room each day, great central location (ideal for walking or taking the subway), free breakfast. Cons: The bedding was stained and tattered, the phone did not work to call the lobby, we repeatedly asked for an additional washcloth and there was no follow through, the air conditioning sounded like a jet engine taking off, bathtub was moldy, breakfast options were limited.