Hawthorn Suites by Wyndham West Palm Beach — Hotel in West Palm Beach

My first experience at the Hawthorn was unforgettable. So I have always spoken very highly of the Hawthorn. This experience as a whole was not very good. Initially I reserved and paid in advance a month ahead, took advantage of book and pay now for 100 bonus points in rewards. I called the customer service to confirm payment and I was assured that I paid to receive the points. On the day of my reservation I wake up to a notification stating the amount of my prepaid reservation was charged. I was very very upset that money I had designated for shopping were gone due to a charge that should've been charged a month earlier. I wanted to cancel but I decided to make the best of it. I arrived only to find I needed a $200 deposit. On my first visit the deposit was $100, again I said let's make the best of it. On Monday we decided to catch the breakfast at 6:30 am. Expecting a full breakfast we noticed it was only waffles, cereal, boiled eggs etc. quick beakfast items. I made a waffle grabbed some Oj went to get some utensils to eat with and Miss Marjorie was near I asked if they had any breakfast meat (bacon or sausage). She looked at me with such a mean expression on her face and pointed at the sign which had the times from beginning to end. I did not realize the times were the same as the weekends due to the holiday. Word for word she says, "I am not serving until 7." Honestly it had slipped my mind that the day was Memorial day.  She could've explained that to me in a more professional manner. We continued to wait despite her attitude and elongated stares. A very dapper dressed gentleman from the front desk came over in the breakfast area, he spoke to us was very nice. He asked her "Where the rest of the food" As he motioned towards us like you have people waiting and it was literally a few minutes from 7. For someone else especially a co worker to see there's guests waiting says alot. She replied "I don't start untill 7".  I get that she does this repeatedly, I even get that everyone has a bad day but Miss Marjorie you are the face of a major brand's breakfast area and that type of behavior is unexceptable. Next time I'll get an airbnb for less money better reservation experience and cook my own full breakfast less...

My stay was satisfactory, but my overall experience has not been up to expectations. I prepaid for my room with Priceline. I checked in and gave them my credit card for incidentals. After check out, my credit card was charged by Hawthorne Suites for a full nights stay even though I had prepaid in full with Priceline. I called the front desk and they apologized for the mishap and issued me a refund to my credit card the very next day. I was very understanding and impressed with how they rectified the billing issue promptly. However, 9 days later, another erroneous charge from Hawthorne Suites for the same amount, same transaction date, was charged to my credit card again. Maybe this was due to a systems error, but I have been trying to get it resolved ever since to no avail. I called the hotel desk a second time to have this resolved and on their end they only see the refund and not the second charge. I called the corporate office customer care line and they were not helpful, claiming the refund was issued and not willing to research further that a second unauthorized charge was posted. I am continuing to dispute the charge with my credit card company, but so far it was been very disparaging. Even though my credit card statement clearing illustrates an erroneous charge, refund, then second erroneous charge. This is very disappointing because I really enjoyed my room/stay and it’s unfortunate this experience has drastically changed my opinion. I travel frequently and I’ve never had an experience like this before that could not be resolved. Mistakes happen, but I guess if double charging a guest can’t be easily rectified then it must be due to mismanagement. If you decide to stay here be very wary of unauthorized charges.

UPDATE (as of 04.16.22): This billing dispute was never resolved. Hawthorne Suites does not acknowledge reversing the refund. My credit card company states that they cannot assist and that Hawthorne Suites is responsible because they reversed the refund. I ended up paying an additional $162.81 for my 1 night stay. This is...

Hello friends, We stayed at the Hawthorn Hotel for more than 2 months and it was a very pleasant experience. The staff were friendly and accommodating and made sure our stay was as comfortable as possible. Out of the 5 hotels recommended by the hospital, we chose the Hawthorn Hotel due to its location, especially for those of us who have difficulty moving around. We contemplated whether we would stay for a longtime or transfer to a different hotel. However, because the location was perfect, It was close to the beach, the downtown area, shopping malls, and the market we decided to stay. It was also easy to get around the lake in our wheelchair. Taking a walk in the area was enjoyable and comfortable for us. During our stay, we had to use the bus operated by Paley Hospital because we had to carry a wheelchair and go through rehabilitation every day. We also considered renting a car but decided to go with the hotel's pickup service instead. It was only $35 per week and available for up to 5km. The pick-up service was a great choice for us, and the drivers were very kind. There were a couple of small issues that came up, but I just talked to the front desk and the staff addressed them quickly and efficiently. Like the breakfast options, it may not have been extensive, there was no meat and vegetables but there were plenty of fresh fruits for the price. All in all, it was a satisfying meal. The restaurant staff always had a smile on their faces at the start of the day, and whenever they welcomed us. It's Winter these days, so even if there's a pool in the hotel, we can't use it. We get our therapy at the hospital every day, but swimming is very helpful for rehabilitation. There are also electric chairs for the disabled to enter the pool. When I asked the hotel if we could use the pool, they went above and beyond to adjust the pool temperature for us, so that we can still get therapy at the swimming pool. How can I not be touched by the hotel and the kind staff? I can't praise them enough for making our stay so enjoyable....