Hawthorn Suites by Wyndham Victorville — Hotel in Victorville

I stayed at this hotel last night 7/11/20 room 228

I really don’t even know where to begin :(

I booked through Priceline, the photos and reviews of this hotel where incredible. I was so very excited to stay in my “Superior King Suite” it offered a jacuzzi tub in the room and said that it came with a complimentary hot breakfast all for the price of $125

I tried and called in the morning of the reservation to see if it was possible to get a early check-in, I spoke with Victoria. She informed me that I wasn’t able to get a early check-in, due to the entire hotel was sold out the night before. Okay, no worries! Then she asked my name...She then informed me, that she tried to run my credit card for the hotel but was declined??!?! Ummm, what?!? I haven’t even arrived at the hotel yet?!? I was calling at 7:00-8:00am in the morning. She then also informed me that, if I didn’t provide her immediately with a new credit card, that she would cancel my reservation! I was blown away by the manner in which she was coming at me, over the phone. Absolutely rude and very unprofessional!

I was calling to get a early check-in and was greeted with a threat of cancellation of my reservation?!? What if I hadn’t called in?!? I wasn’t supposed to check in till 3pm?!?! I booked through Priceline and I believed that my reservation was guaranteed! That was what I was told and promised. This is not a good way to start my stay at this hotel with my husband! I should have known, right then!!!!!!!

I immediately gave her a new card number, I was so excited to spend a night here with my husband and relax in our “Superior King Suite” and didn’t want to lose my room. I told her that I intended to pay cash, when checking out and used a card through Priceline, that I knew had limited funds on it, just to guarantee my reservation. I was going to provide them with another card, that had lots of money on it, when I checked in at 3pm!!! I understand that hotels need a card on file for Incidentals. This is not the first time, I’ve ever stayed at a hotel. She treated me as if I was scamming them or was broke and If I didn’t give her a new credit card, right then. That my room would be gone. I gave it to her immediately.

My husband and I arrived at the hotel around 9-9:30pm?! I don’t remember the exact time. We had been very busy all day and was able to arrive any sooner. We were both very tired and was looking forward to a nice jacuzzi bath and a nice bed in our beautiful suite!

When we walked into the room, I couldn’t believe my eyes! I was surprising my husband with a “Superior King Suite” and walked into a room that was.....Disgusting! The carpet was filthy, the curtains were hanging off the curtain rod, the couch had holes on it, the tables were All scratched up and beat up, the lights didn’t work in the entry way, the ceiling over the jacuzzi tub had major water damage and looked as if it would cave in, the bathroom toilet had urine in it, the toilet paper was hanging on the floor, the jacuzzi tub had cigarette burns on it, the room was extremely small and did not look like any of the photos that I had seen! I was absolutely mortified! I have never in my entire life, walked into a room that looked so bad. My husband told me that I should go take photos immediately and go down and show the front desk guy. I did exactly that! The front desk person, did absolutely nothing. He didn’t offer another room, he didn’t offer to have my room cleaned, he didn’t offer any answers as to why this happened, he didn’t say or do anything! I explained that I felt unsafe to use the jacuzzi tub, because the ceiling looks like it might cave in. He said nothing at all. At 6am I went down to get my hot breakfast and talk to the morning Clerk, there was no hot breakfast. The morning clerk looked at my photos and accused me of peeing in the toilet!!! I was shocked, I immediately packed and checked out!!! I want a full refund!

Never got a refund or even a apology from either Priceline or the hotel! I will never use Priceline ever again or stay at this...

It was a decent price hotel in a decent area. It's right next to Walmart and a fairly nice shopping area. I felt safe there. We booked through Google and they were overbooked. They had contacted two other families we were traveling with to see if they still needed the room they had booked but we were not contacted. They still had a room for us, but instead of 2 queens and a pull out couch we got a king and a couch. They did give us a discount, but at checkout we learned they just tell the third party about the discount. So there's a good chance we won't get that. The breakfast was great but only had 1 waffle iron which was fine when it wasn't crowded. Only toppings were butter and syrup. They also had eggs, sausage, tator tots, muffins, cereal, yogurt, and other typical continental breakfast fare. It was pretty good especially for the price of the hotel. Overall the rooms were pretty clean. No carpet though. The internet didn't work at all during our 1 day stay. That was a bummer. The fridge seemed to struggle a bit but kept our food cold enough. I was glad to have one. The room also had a microwave and sink. There was no bedding for the pull out beds in the room, but it was brought to us, eventually. They were busy and understaffed and dealing with a lot. They handled it well but we didn't get the bedding until long after we needed to put our kids to bed. The pool was small and triangular but enjoyable. There is also a hot tub. There were a ton of ants on the ground in the pool area which was not great for bare feet. The water was also very cold which is probably nice during the day but we were night swimming so it was a little chilly. Overall it was a pretty good experience and I'd probably stay there again. If we actually get our discount I'd say it was a good deal despite the complications. If we don't, it was still a safe place to rest on...

Disappointed. . I was there for the long Labor Day weekend and booked and paid for a king studio with a sitting area. I checked in and when I got to my room, it did not have a sitting area. The only chair was a desk chair. The room looked like it was missing a couch. The furniture was shifted around to accommodate the empty spot. The sitting area was important since I was spending several days in the hotel. I went to the front desk to let them know I did not receive the room I paid for and the room I requested in my booking. The front office woman was nice but indicated that there were no rooms available with a sitting area for that night but she could accommodate me the following day. She indicated that there are three rooms that were missing the couches, and that they were on order. I told her that should have been disclosed to me at the time I checked in and that I’m actually paying for accommodations that I’m not receiving. I asked to speak with a manager. I didn’t catch the manager’s name but that she would be back in on Monday. The front counter woman was apologetic and said the manager is the one that checked me in. As a manager and in providing good customer service, I would have expected a manager to tell me if there is a shift in my paid room at the time of my check in instead of finding out for myself and have to make a complaint. Upper management needs to have a discussion with the manager that was on shift Saturday at 2:30 p.m. Very disappointing. The breakfast was great. The new room was perfect. The bed was very comfortable. The second front counter woman who accommodated me for the next night was...