Rated 3 out of 5 by pasad123 poor management
This hotel experienced an issue of "hard drive crash" affecting key cards and room access. This resulted in staff escorting all to unlock rooms each time entry was to be made. Not only is this undue on staff, and time wasted for guests as one staff per floor, escorts one guest, then returns to the next, waiting in elevator lobby is not a great pastime. This is unbelievable as the seemingly simple solution is to access a new hard drive, upload backup files and have issue resolved in a few hours. This hotel had this for well over a 36 hour period that I could tell and was still going upon checkout. You really need to find better solutions.
November 8, 2014
Rated 2 out of 5 by DavidM78 Tired
I've stayed here several times when the Westin has been sold out. It's not really fair to compare it to the Westin, but this place is tired. It's not horrible or a roach motel, but it needs an energy drink. Some pepping up. Very dark, not a lot of light in the rooms, and some strange smells. Also, it is not a good sign when my cell phone connection can work faster online than their "wi-fi". It's basically only good for email. Webpages with any pictures or graphics are so slow to load. Forget about any kind of streaming video or music. I had to call a tech to get my computer to connect which lasted long enough to write this review. The hotel has a bar, which is nice, so I can get out of my room, drink, and make the stay pass faster.
November 13, 2014
Rated 1 out of 5 by MaliNov2014 Terrible experience
I checked in unday night. Room keys were not working, and I was told that they will be fixed by Tuesday. Basically I had to stay in front of the room until someone showed up to open the door, show ID, etc. People who opened the doors are like sllep walkers, super slow. They became more responsive by Wednesday. Keys were not avaiable until Thursday night, when I came back from work. The room service was odd; I called to order some food and was put on hold for ~ 10 minutes. I gave up on that. As a side note, the TV had some problems. It turns itself off frequently. I did not report this to the desk since the TV was not a critical item for me and I already had several not-so-pleasant conversations with the desk regarding room key situation.
November 10, 2014
Rated 2 out of 5 by TimC340 If you need Internet to work, forget it.
I come to this hotel regularly. The staff are nice, the rooms ok - but very small above the 3rd floor, and there is NO soundproofing, and the AC is temperamental at best. The worst feature, however, is the Internet facilities - wifi or wired. If there was no Internet, ok - I could get it in a local restaurant. But there is - or at least, there's supposed to be. It will tantalise you by occasionally showing a connection, but you won't hold it long enough to achieve anything. This has been going on for 6 weeks now, and has been reported many times every day - and they do nothing. So, if you need reliable Internet during your stay, go elsewhere.
January 23, 2012
Rated 5 out of 5 by RSO23 More than expected
First and foremost I would like to thank Stephanie Chan for working with me in holding a block of rooms for our year end celebration. Stephanie was available any time I had a question or change to do. She made the process simple and was a pleasure to deal with. The room exceeded our expectations, the rooms are very large which is always welcomed. The bed was very cozy which felt like sleeping on a cloud, especially after the nights event and late arrival. We will definitely stay here again when we visit the Pasadena area, couldn't have asked for a better experience.
December 8, 2014
Rated 2 out of 5 by SteveD1114 No Key Cards
11/1-11/3/14, was my fourth stay in this hotel this year. The key card machine was out of order and we were not issued a keycard for my entire stay. Instead, there were suppose to be three employees to manage the five floors and let the guest into their rooms. Each time I needed to go to my room, I would have to call or go to the lobby and let them know I needed access. One time I left my room and I realized I forgot something as soon as I closed the door. I had to wait for 10 minutes to get back in my room which I was almost late for my meeting. Also, since there was no safe in the room, I had to take my computer and valuables with me even when I was not working. Hopefully there were no security issues during this malfunction, but I felt that I needed to double lock the doors while I slept in case someone opened my room by mistake.
Only once did I see the staff have a list of people staying to cross check before letting me in my room. To their credit, the staff managing the five floors did the best they could. The hotel should have provided at least 5 staff people to manage the 5 floors. There was no offers, such as a drink, appetizers, star points to compensate for our inconvenience.
November 12, 2014
Rated 3 out of 5 by JohnnyPlatinum Meet the staff -- every time you leave your room
Because the rooms were inaccessible to guests due to a 3 day "computer glitch" that prevented the doors from being unlocked except by employees with a master key card, we got to meet many of the staff -- all of whom were very friendly. Normally, at this hotel (and its sister property the Westin Pasadena), it's the elevators that malfunction. This was a first for us (and we've stayed here dozens of times). Thankfully, the well rehearsed apologetic staff are very used to dealing with guests facing subpar mechanical/electronic equipment here. It was a bother, but we met many nice staff members.
November 3, 2014
Rated 1 out of 5 by cliff just sell the room even if it's defective
1. they offered me a paid upgrade to club level via email; no one knew anything about the offer or my written acceptance.
2. The TV in the room was inop. It turns out that they knew it when they placed me in the room. It was the third day of my stay before it got fixed. Only the independent repair guy cared if was done right. I had to remind the desk three times that it was still not working, they forgot.
3. The water on the bar was marked 'complimentary' when we checked in; next found out (on check out) that they remark the water $4 in 8 pt. type after the first day. Should you really have to check the current price of water every day?
4. In and out parking is $15 a day, how did they figure I owed the $55? The difference was credited, but really . . .
The end result of being well located is that a constant stream of people come to the hotel. They really don't need to deliver any service and they DO NOT.
March 7, 2012