Rated 1 out of 5 by Holysheets CHECK-IN & CHECK OUT
Although I called over a day prior to check-In, requesting a low floor room be blocked out for my stay, and although confirmed, upon check-in the 3rd floor room had been changed to the 12th floor.
At check-out, although there were two front desk agents, neither were there to take care of a guest. One was on the phone and the other ignored me and was working with a communications company vendor. She became upset when i asked if I could give her my room keys and get a copy of my bill.
Compounding these two service breakdowns, I left a voicemail message about the disappointing sub-standard experience immediately upon departure, it has been over two days and I have not received any acknowledgement of my call or experience.
The valets are entirely self centered, block the entrance and could care less about the guest experience.
The bathroom flooded every time we took a shower.
December 7, 2011
Rated 1 out of 5 by WGuest2014 Something different (not for the best) going on at this SPG property
I have stayed at this property numerous times and was previously always impressed with the courtesy of the staff and room upgrades accorded my SPG status. This stay, at Platinum level, I was first put in a patio room with no working phone, then a standard(ish) 6th floor room with very bad road noise (after waiting 40+ munites b/c someone was said to be on break instead of preparing the room), and then after that something with only marginally better road noise on the 3rd floor. Given the uninterested attitude of a particular member of the front desk staff, I gave up on the accommodations and decided to stay put. Perhaps that was not (ultimately) the best choice given the noisy AC. Geesh!
August 26, 2014
Rated 1 out of 5 by Zwizzer Why bother?
You will only get upset. Too many problems here after 4-6 stays in past 3 years, this place is ruining SPG rep.
Paid for upgrade room with terrace......beer bottle caps, cig butts, and urine smell on balcony with nice view of Pasadena!
Baked potato with room service grizzly steak was not even lukewarm to melt butter. No shampoo or conditioner , and 20 minute wait after calling service express.
Starwood has not gotten the management right in this place. Fuhgeddaboutit!
August 17, 2014
Rated 3 out of 5 by Lisa1960 Ok but disappointed
I am a platinum member so when I reserved this hotel, I applied my upgrades and received the upgrade notification a day or two before I arrived at the hotel. When I checked in, the front desk confirmed the upgrade and send me to a very small room (but with Patio). Extra patio space is nice but it doesn't help since our teenage son is 6 feet tall. So I told her I should have a "suite" upgrade and need a bigger room. The next room she sent me has people already checked in and it was so uncomfortable to accidentally intrude. Finally we got a room that is a little larger but I won't call this a "suite" upgrade......disappointed and won't come back here myself.
August 9, 2013
Rated 1 out of 5 by PastorC The Room was uncomfortable
I was expecting a little more with regards to seating in the room. The room size, the furniture on the balcony. The room was more fitting for a single than a couple. There was no vanity space. We would have preferred to have seating outside the bed: a set of comfortable chairs. i am not sure of the bathrobe was meant to be for only one person.
the Bed did not have a fitted sheet. We spent the night adjusting the sheet to try and have a comfortable sleep. The mattress was terrible for our backs. We were hoping to stay in the room the majority of our stay, but the room was not comfortable for a long stay
August 17, 2014
Rated 5 out of 5 by osat Unprofessional receptionists, unresponsive Staff
i'm longtime SPG member, and have stayed at Westin Pasadena many times. On my most recent visit the receptionist just looked at me on arrival with luggage after a very long Asia flight. After 15 secs she said - can i help you? Not a welcoming word to a returning guest. Not too much to ask from a staff that is supposed to be trained in SPG recognition. 5 days after departure I checked my CC bill and noticed I was charged for using the mini bar - which I never did - and one day after checking out and settling my final bill. Calls to Accounting, Chief of Operations, and the GM went unanswered. On the whole a very disappointing experience caused by unprofessional staff service.
August 11, 2014
Rated 2 out of 5 by Shaffer Poor example
This hotel did not meet the Westin standard in the following area's
Room air conditioner
Shower in working order
Door security missing
August 23, 2014
Rated 4 out of 5 by JimmyJoeJimBob Great hotel
Needs a safe in the room and curtains to block light
August 22, 2014