Rated 2 out of 5 by afost91 Needs Reno -- Friendly -- Lacks All-Around Customer Service
Check in was smooth. We were upgraded to a preferred room, which had more space. We specifically stayed in this hotel over the other Starwood option in Pasadena because it has a club lounge. We had a flight departing early, so we wanted to grab breakfast before we left. The front desk told us that the lounge put breakfast out at 6:30. Grabbing something to go would put us right on time. At 6:30 nothing was set up and the attendant told us nothing was ready yet. We sat and waited. At 6:45 everything was nearly set up and we were pushing it so we went to grab two boxes of cereal to run out the door and she told us we couldn't eat yet and shooed us away. So unprofessional. A hotel needs all around customer service to be successful.
And we missed our flight.
December 2, 2013
Rated 3 out of 5 by mehh mehh
location is good. that's all
December 2, 2013
Rated 1 out of 5 by AM21 No Heat
The room type I reserved was not available on arrival and so I accepted another room type with a rate adjustment and vouchers for breakfast. We went out for the evening and returned at 10:30pm to a cold room. I could not get the heater to work. Hotel engineering came and said the heater was broken so he could replace it or offer blankets. As the room was so cold we opted for the replacement. An hour and two replacements later the heater was not working and the hotel sold out we were stuck with no heat. It was a miserable night. Which was compensated for by some Starwood points on my account. When I mentioned our experience to the desk on checkout I was greeted with "I'm sorry, how would you like to pay for the room?". Perhaps an offer to talk to the manager might come up? This is my second unsatisfactory visit to this property and probably my last.
November 25, 2013
Rated 2 out of 5 by clubme poor
wi fi was inadequate signal and intermittent.
pool is only 2-4' deep, way too shallow for adults
just not up par for a Sheraton
November 23, 2013
Rated 5 out of 5 by Phil1986 Hotel Front Desk Staff
I cannot remember but I think the front desk staff associate's name was Natalie...she was extremely helpful and always greeted me wtih a smile. She is a model associate and should be recommended as Front Desk Supervisor
November 18, 2013
Rated 1 out of 5 by XX3X Stupid Room
The "delux" room layout is ridiculous, bath and closet on one level, everything else 6 stairs below. How do you even get dressed in the morning without making several trips up and down the stairs? To use the bathroom or get a glass of water, another trip up and down the stairs. I will not referr any of my colegues to your property I will simply point out the facts, poor rooms, indifferent service, and a price that exceeds a reasonable price for what is offered. Leaf blowers at 10:30PM is inexcusable, as are ancient noisy airconditioners, and annoying loud lobby/elevator music destroys what little ambience that may be present, front desk staff that is unable to communicate effectively.
November 2, 2013
Rated 4 out of 5 by Centavo Friendly staff
Bathroom very tight with little counter space, bed and linens very comfortable, front desk employees were very helpful and courteous , room service made several mistakes, would recommend this hotel
November 13, 2013
Rated 5 out of 5 by apple101 great location
great clean rooms friendly helpful staff
October 23, 2013