Hawthorn Extended Stay by Wyndham Cincinnati/Sharonville

We had a hard time getting basic bedding and supplies. Our room was supposed to sleep four, with a king bed and a sofa bed for our two kids, but there was no bedding for the sofa. At the desk, they gave us only sheets and a mattress cover. My husband had to go back for pillows and a blanket, and was told those weren't provided for sofa beds. While I was helping the kids shower, he noticed the shampoo and conditioner were empty and we needed two more towels. On his next trip down, he was told the sofa bed was for one adult or two children. After he explained the kids had no pillows or blanket, the staff member gave us a blanket, towels, and small shampoo bottles, but still no pillows. The room below us kept banging on its ceiling, even though we tiptoed around all night. When we told the front desk, the woman said, “well no one else is complaining.” She was very rude, and we didn't sleep well. There was no odor in our room, but the halls smelled like weed. The air conditioner was dusty, the sofa mattress cover had holes, an outlet cover was coming off the wall, and there was dark condensation, possibly mold, on the bathroom ceiling. We booked through Agoda and contacted them because we wanted to move elsewhere. They said they'd reached out to Hawthorne and the refund was denied, so we stayed. At checkout, my husband explained everything to a male employee. He apologized and said he'd talk to the manager about what could be done. He said he would normally offer a refund, but because we booked through another party, they couldn't. That didn't match what Agoda had told us about Hawthorne denying it. I'm still going to try for a refund or some kind of credit. I'm very frustrated with both Hawthorne and Agoda.

The rooms are quite nice, though they had a stale smell. Renovations were going on, which was the reason.

The staff were lovely, and the stay was clean, straightforward, and very efficient. For the price, the accommodations were great. I'd happily stay again and recommend it to family visiting from out of town.

The location was great, and my room was spacious, clean, and airy. Everything exceeded what I expected. I travel often and rarely write reviews, but this check-in really stood out. I arrived around 1 AM after a long day on the road, and the gentleman with glasses at the front desk welcomed me with a level of kindness and professionalism I haven't experienced at a hotel before. He was so polite and helpful, especially at that hour. Thanks again, that warm welcome made a real difference.