Hawthorn Extended Stay by Wyndham Wichita in Wichita

There was only a single waffle maker, which was busy, and a few muffins. They did provide a large bag of raisins. But not much else. Very disappointing. The room was cold all night, and I turned up the heat several times, but didn’t realize it never kicked on after the initial one by the time I woke up to leave. The kitchen had absolutely no ability to do anything, as it had no dish rags, or anything else. The only thing for the kitchen was the appliances, and nothing to go with them, including silverware.

I was really disappointed with my stay. The room I was in had roaches, and when I asked to switch to a different room, I was told no. The refrigerator didn’t work, and the walls and doors were very dirty. This place could be nice if they updated the rooms and took care of the pest issues, but as it is now, it’s definitely not worth the money.

We recently stayed at the Hawthorne Suites while in town for a basketball tournament. When we arrived, we attempted to pay at the front desk with a credit card but were told that the only rooms available could be booked through Priceline. We went ahead and booked through Priceline as instructed.
Upon entering our room, we immediately noticed a flipped-over table and a drawer sitting on the couch. Concerned, we called the front desk right away and were told that maintenance had been in earlier attempting to fix the desk but never had a chance to put it back together.

Later that night, the room became excessively hot. Unfortunately, we were exhausted from traveling and couldn’t wrap our minds around what was going on. The next morning we checked the thermostat and realized it wasn’t working, we went to the front desk to explain the situation in detail and were told that they didn’t realize the room was still under maintenance. The staff apologized and offered to refund the first night’s stay, assuring us that we would be moved to a different room after our first round of games. The new room was not spotless, but at least the air conditioning worked and the furniture was intact.

However, after returning home, I noticed that the refund was never processed. I called the hotel and was told that I needed to speak with Jennifer, who never returned my call. I later contacted Priceline, who informed me that they could not help due to their cancellation policy — which would have required me to cancel through the app, lose the funds temporarily, and then rebook separately.

When I followed up with my bank, I was advised that this seems to be a recurring issue involving Priceline and partner hotels. It appears that hotels like Hawthorne use third-party booking platforms intentionally to rely on restrictive cancellation policies, making it difficult for guests to receive refunds even when placed in rooms that are under maintenance or unavailable.

What has been most disappointing isn’t just the condition of the room, but the way the situation was handled. The lack of accountability and the dismissive tone from Jennifer, who told me the room was never under maintenance and there’s “nothing you can do,” made it clear that customer care is not a priority.

I hope this message encourages your team to review how these situations are being managed.