Hawthorn Suites By Wyndham Richardson

Very nasty no hot water room smelled worst hotel I have ever stayed at

We stayed here 2 nights but I wouldn’t recommend this hotel until you’re absolutely desperate. The Wingate next door is so much more comfortable for around the same price. They offer dinner and breakfast… which is nice and edible, but dinner was literally spaghetti and meat balls with a salad. Was miserable, but like i said, edible. The bathroom needed to be reglazed and the bathroom itself didn’t feel the cleanest, but that may be because of the age. The room seemed clean enough though.
I’d stay here again, only as a last resort though. Not the worst stay in the world, but little bit of care to the details, (bathroom especially) would’ve made it a lot better.

I selected this place because it was highly rated by the Wyndham site. Our room did not feel clean to me. The dish scrub had been previously used, there was a stain on the sofa, the shower faucets were old and dingy, in addition to the old refrigerator. The only positive was the front office staff. This place needs some serious updating! We will not stay here again.

Shuttle is horrible.
I waited 1 hour.
Other person waited 2 hours.
Poor Wyndham.

Terrible facilities.
The kitchens are poorly stocked with the most minimal quality items.
The laundry room only has two washers and two dryers for the guest to use which are never available. Which is locked at unknown times making the stay even less or
pleasure able.
They sell you having a fitness center for the guest use but I assure you it is a far stretch of the imagination to consider this a fitness center.
I will not be back to this pathetic excuse for a Hawthorne Suites.

I’ve stayed here several times over the past 5 years and have watched it get progressively worse: they really need more modern TVs and the breakfast is barely edible enough to be called breakfast.
This week I am trying to book a 30-​night stay with them and, after being given the run around on room rates and paperwork, have decided enough is enough. Customer satisfaction is really not their strong suit, and it shows if you read their reviews on Unilocal and Tripadvisor. (The saddest thing about my review of Hawthorn is that it used to be five-​stars and has now been downgraded to one.)
I’ve instead booked at the Candlewood Suites near the Galleria, which is highly recommended online and only $ 49.99/night for any stay of 7+ days.
My main reason for this review is the hassle I’ve had with them this week. I called two times and was given a rate of $ 1,650/month ($ 55/​day), which is pretty standard for an extended stay in the area. Then when I called to book today, Maria said the rate was too low. She verified this by calling a supervisor (Gina) who quoted an actual rate of $ 2,100/month ($ 70/​night), which I pointed out to Maria is even more expensive than booking the standard nightly rates on their website. She agreed that it sounded strange, but I was not allowed to talk to Gina because supervisors apparently only talk to customers between 7am-​2pm. (Again, I was explicitly given the $ 1,650 rate two different times when I called, so clearly there is some miscommunication on their end. I also had a recording of them giving me the $ 1,650 rate since I had called from one of our office phones: this made no difference.)
I was clear that my 30-​day stay hinged on being able to resolve this quickly, but they did not seem at all interested in investigating. I could tell Maria was sorry she couldn’t do more to help — she was nice and courteous — but the fact that I could not even get a supervisor to call me back on a Monday afternoon because it’s after 2pm really rubbed me the wrong way. Any business would do well to have a supervisor available to customers throughout the day, at least during business hours.
Today I received a call back from them in response to a message I sent online: this time the other supervisor, Marilynn, told me the monthly rate would in fact be $ 1,800. Had they given me this option yesterday, I would still have booked with them.
So to recap:
Monthly rate given on Sunday by unknown on my first inquiry: $ 1,650
Monthly rate given on Monday by supervisor Gina when I called to book: $ 2,100
Monthly rate given on Tuesday by supervisor Marilynn: $ 1,800
I used to really enjoy it here, but this really annoyed me and I’ve lost faith in the ability of this hotel to provide competent customer service. I’m excited to stay at Candlewood Suites for the next 1 – 2 months and hope Hawthorn management takes note of the frustration.
My advice to Hawthorn Suites management:
1) Have a supervisor available to talk to customers at all times during normal business hours. Even if they’re not on-​site, at least make them available by phone for call-​backs.
2) Clarify your monthly rates for all staff so everyone is on the same page. Three rates from three people in three days is ridiculous.
3) Remind employees that customer service is the top priority (assuming it is, which maybe it isn’t, in which case disregard this). Over my past couple experiences I really have not felt like the quality of my stay was important to you.
Side note: I had also asked Maria if she could fax or email me a copy of the tax forms or reservation paperwork I would have to sign, as requested by my purchasing office. She said she could not do that because it’s an internal business document for Hawthorn, but that I *might* be able to get a copy when I check out, but a supervisor would have to call me back the next day to verify whether they could do this. Again, I don’t blame Maria for this because it may not be a common request. But the mentality, in my opinion, should be to satisfy the customer however possible, and certainly not «we can’t do anything for you because the supervisors go offline at 2pm».
There were just so many things that went wrong with this that I’m not even really interested in working it out at this point.
UPDATE: I’ve been at Candlewood Suites near the Galleria for ~5 weeks now and it is superior to Hawthorn in every way. Check it out!

Room was nice and clean. Staff were pleasant. Breakfast was terrible. Wi-​Fi was nice and free. Don’t rely on the night staff though. Got locked out of my room for an hour at midnight when really just the sliding door was stuck. Had to call the owner out to figure it out. Great location, near many restaurants and conveniences. Will definately stay here again. Pool was great too!

My company put several of us up here because of icy roads. It couldn’t have been a bigger dump, from roaches to wet carpet it was terrible.

i would give it 5 stars if it wasnt for the people being rude. the guy that was checking me in gave me a major attitude and told me no parties. well okay who said i was throwing a party? i understand policy and all but you dont have to be rude like that. other than that i really enjoy staying here when i need to because of the suits here. its really big and cheap! has up stairs and a full kitchen with oven and fridge which is great cause it def. comes in handy.