Rated 2 out of 5 by SSLim27 The Room Quality and Service
We checked in around 11pm with my 9 mos old baby. Upon entering the room, a loud continuous noise from the toilet is heard. We've requested for a room change and with a blank look from his face, informed us that there aren't many left. A maintenance was called to address the problem. First attempt by changing some part was unsuccessful. The noise continued. After an hour of wait, they finally solved the problem. The bathroom was also dirty.
For Starwood, the attitude, service and the way this issue was handled is not something I experienced when staying at a Starwood properties. It is very disappointing. I may have let it go if I travelled alone but I was with my 9 mos old son. Tired, hungry and restless, and having to wait an hour to have the noise addressed is truly unacceptable. In addition, dirty bathroom is also unacceptable.
November 20, 2015
Rated 3 out of 5 by Roami26 GREAT STAFF...GREAT LOCATION...Hotel needs a few minor Cosmetics
I've stayed here several times over the past few years. This is the first time I received a Platinum Upgrade. So kudos!
EXCELLENT check-in process and very welcoming Front Desk night staff. Platinum recognition was superb.
The parking facility is very convenient. It's a breeze to get up to the lobby and it doesn't have the "scary feel" of many hotel parking garages.
The elevators, lobby and public areas are very nice. My room was a bi-level room on the first floor. It has a really nice patio to just sit and enjoy coffee in the morning. The patio faces a condo building, but it's really not an issue.
The room was spotlessly clean. The only real issues were the smell permeating from the first-floor hallway and the carpet. I can only describe the smell as "a moldy smell". The carpet throughout the hallways and my room were in desperate need of replacement.
All-in-all...I'll definitely stay here again. It's a short walk to anything you want to do in Pasadena AND the staff make up for some of the minor needed "cosmetic fixes".
October 18, 2015
Rated 1 out of 5 by John226 Overnight trip
We booked this hotel just for an overnight getaway. We booked a specific room and club level access. When we arrived the room was not ready so we went to get lunch and they told us they would call us when it was ready. They called us about 20 minutes later and told us the room we booked was out of service and that they would be upgrading us to a better room. We finished lunch and went and checked in. We got to the room that was suppose to be an upgrade from the deluxe balcony room that we booked. We got into the room and were very disappointed. Yes the room was very large but was located right next to the cleaning room and when you open the curtains you were looking right at all the heating and a/c units. We were shocked we called the front desk to let them know we were not happy with the room they upgraded us to and then informed us that the hotel was sold out. We were confused because they had told us before that the reason we had to move was because the room was out of service not because they had overbooked our room. They could not move us to any other rooms because the room we had originally booked was sold out but we could take a basic room. We were very shocked that when you make a reservation for a certain room they do not hold that room for you. They basically over booked there rooms and hope that you don’t get upset when they have to move you to a room that they think is an upgrade but you don’t. It was obvious that they new the hotel would be full because there was a wedding that evening. I would not recommend or to return to this Sheraton.
July 19, 2015
Rated 5 out of 5 by MOB27 The Sheraton helped make our Wedding Weekend a Success!
I can't thank the Sheraton staff enough who were influential in helping make my daughter's wedding weekend a happy and joyous one. The sales manager, reservations manager, and the catering director went the extra mile in booking 16 rooms for our wedding party and a special suite for the wedding couple, as well as distributing our personalized welcome bags, and arranging a breakfast brunch the next day after the wedding. All the other Sheraton staff in Pasadena are also just as efficient and courteous. I couldn't be happier with all the amenities offered to me and our wedding guests. Your service was wonderful because you have an awesome staff. Thank you again.
July 3, 2015
Rated 2 out of 5 by xDaveh I booked the executive floor
However, I wasn't able to find the two beds room so I stayed in the non-executive floor. I was surprised the hotel said I couldn't get the refund!
July 2, 2015
Rated 5 out of 5 by FranDeb Very accommodating!
My mom and I went to California to visit family and friends. We had prior arrangements to say at a beach house - a gift from a family member. Complications arose due to the family member and we had nowhere to stay. The Sheraton accommodated us at the last minute and from the moment we walked in to the minute we left, we were treated with the utmost professionalism and respect. There just aren't enough words for the gratitude my mother and I feel towards this place. Thank you Sheraton for being there at the last minute. We greatly appreciate everything you've done for us!
June 17, 2015
Rated 5 out of 5 by bozack Great Property and stay
Great location in Pasadena with close location to a lot of restaurants and places to visit.
Has a great lounge for those looking for one (as that influences my bookings).
May 14, 2015
Rated 1 out of 5 by SDTroop57 2nd time, still bad
We were offered a complimentary stay due to a horrible first experience. This time around wasn't much better, even for the cost of parking. We were upgraded to the club level and the space was significantly smaller. The room service gentlemen hung on me, whether or not it was accidentally done, never apologized nor acknowledged. After hanging up on me, I repeated the order 3 times and the order was STILL messed up. Believe it or not, we are very easy going people that don't ask for much and very rarely complain. We weren't even going to say anything the first time around, but did, and the GM offered the stay to give them a second chance. Although the management is full of nice people, we will not be returning.
May 9, 2015