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 4 out of 5 by OldPro Good and bad
This was my second stay and enjoyment of this architecturally impressive and well-designed hotel. Particularly appreciated were the hotel's local shuttle service as well as attentive concierge and restaurant staff. What I missed was a breakfast buffet, better selection of merchandise in the shop -- especially newspapers -- and better overall control of the air conditioning. It could not be adjusted in our room, and the meeting rooms and public areas were uncomfortably cold and energy-wasteful. Also, hotel materials and signs were in faint, hard-to-read print.
September 29, 2014
Rated 1 out of 5 by Marvin25 Disappointed
When staying at a Westin Hotel I expect the best! This hotel was far from that. The lobby and halls were clean and neat. When we got to our hotel room the walls had something splattered on them and should have been wiped down. The bathroom was far from clean and the bathtub needed grouted and cleaned as mildew had set into the walls. The floors also looked like they needed mopped. When we went to restaurant we had to go to front and ask for menus and then had to ask for service. This happened to multiple people who entered the restaurant.
October 7, 2014
Rated 3 out of 5 by David890 Over Booked, Over Priced
This is not my first stay at the Westin Pasadena. It was a busy weekend in town and the room rates went up accordingly. We paid $540.00 for a room with two dbl beds.
My main complaint is that they didn't make my room up when requested. I even put a call in at 3:30 in the afternoon to remind them that somehow they forgot to clean my room..
A web site advertised the Westin as the best brunch in Pasadena. The food is good and fits within the Westin philosophy of offering several healthy choices on the menu. The service, however, was poor, slow and inattentive.
Would I recommend this hotel? Yes, nice facility in a great location, great gym, most of the staff are friendly and helpful.
August 4, 2014
Rated 5 out of 5 by Cdclori Pure pleasure
I was on business for a conference at the convention center with a broken foot. Everyone one at the Westin made my stay comfortable and was very helpful.
The best hotel stay in a long time
November 7, 2014
Rated 4 out of 5 by jerry337773 Great but can be better
I'm a spg platinum member and have stayed at the Westin Pasadena for a long period of time in the last twelve months. It doesn't really matter what day it is, they almost never upgrade you to a better room. They tell you the hotel is very full but somehow you just know they're not that full. Often times when I dial for room service, there's no one picking up. It seems that they are a bit short staffed. But their turkey burger and mushroom soup are pretty delicious. I've had a hard time taking a shower because there wasn't much water coming out of it. I complained several times, but they told me that they're trying to conserve water. In terms of quality of sleep, it's a 10/10.
May 11, 2014
Rated 3 out of 5 by nbf37 Beautiful property, needs more attentive staff
I was staying at the Westin for a conference. We had a number of problems getting the facilities and supplies we needed and had requested on time and with courteous response. The hotel did make it right by offering some additional food for our events, but it was a bit frustrating. The rooms and facilities were lovely and very comfortable. The wait staff in the bar/restaurant were slow and wouldn't accommodate separate checks for our breakfast one morning - this is a must for any hotel hosting a corporate event. However, sitting at the bar by the firepit in the evening was very nice.
August 5, 2014
Rated 1 out of 5 by GrumpySleeper Failed Expectations
Once again disappointed at the westin. Requested a room with a King size bed and instead received 2 double beds. When attempeted to reach reception no one answer. Very annoyed with directions and reservations request not being fallowed. In addition when I attempted to reach corporate customer service I was on hold for 30 minutes after that I was hang up on. Is this the brand quality that westin represents?
November 10, 2011
Rated 1 out of 5 by PeterM2014 Not Work the Time, Money or Aggravation!
Overpriced, comparatively! Rooms are VERY small. People and Staff are pleasant. However, Room Service way over priced and just plain Wrong. Then hotel staff was more interested in proving they were right and I was wrong. Well they got their proof, and sure enough I was wrong. However, that process cost them a customer. But at least they saved the Westin $50. Spook to GM and that's where the staff get's it from... He was more interested in backing his staff than making sure I was a happy guest. Not worth the time, money or aggravation! It's easy to be nice when everything is going well. but when there is an issue that's when you WILL find that this Hotel Staff is only interested in themselves!
May 4, 2014
Rated 4 out of 5 by Thom230 Hotel Staff Are Top Notch and Very Personable
Hotel staff were consistently friendly and had excellent customer service skills. They made my wife and me feel quite welcome during our stay. Room had a terrific mountain view out of both sets of windows. Only downside was that the room was beginning to look "tired" in spite of being very clean. Stone surfaces were dull and a bit chipped; grout around tile was dingy. However, that said, it was absolutely spotlessly clean.
We had one member of the wait staff who was particuarly terrific in her customer service skills. I regret not getting her name. She was on the evening crew and breakfast crew. She was so very personable. Others were great, but she really stood out for going above and beyond.
April 22, 2014
Rated 5 out of 5 by pcwjr The staff was helpful and accommodating
The services offered by the concierge staff significantly added to the pleasure of our stay.
October 29, 2014
Rated 4 out of 5 by aps123 basic hotel but with unique benefis
Loved the healthy food options on the menu but wish there had been more/better/ late night food options. We also loved the fact that you could order workout clothes and shoes. Housekeeping missed our room even after I told the housekeeper what time we would be leaving the room so she could clean it. Staff was very friendly and helpful.
October 20, 2014
Rated 2 out of 5 by JFSPG2011 Westin Pasadena No HD TV 'Come on Man'!
That says it all. I won't stay again until you get HD TV in rooms. It's 2011!
No one had a good answer for this. They did send engineer to my room just so I could be sure it was indeed the ancient standard cable being displayed on - HD Ready. Even the engineer laughed! That was sad. Even the lounge had standard (blurry low resolution). Wow!
Bed was comfortable, yes!
The lobby was cold and damp, like a castle.
The lounge was cold/damp, the bartender either had a bad day, hates life or both, no personality! No menu offered. Suggested a place to eat, where I could walk to, that was too far away, catered to young - probably gay clients, which i'm 54 and married - he knew that. And they were closing on arrival.
Valet was good.. I doubt I'll be back ever without the proper changes.
December 19, 2011
Rated 5 out of 5 by drmac Excellent Hotel!
I had a wonderful stay at the Westin Pasadena. The facilities are beautiful, the room was very comfortable, the fitness room was the best I've ever seen in a hotel, and the staff was extremely accommodating.
The only small hiccup involved procuring a microwave for my room, which I requested in advance. The staff member with whom I was in contact by email, Erwin, was generally unresponsive and I never received an apology from him when my request was not honored at check-in. However, other staff members stepped up, and I had a microwave in my room by 3:00pm the next day. The rest of the staff was TERRIFIC. (Sorry, Erwin....)
Pasadena is a beautiful city, and if I ever have the opportunity to return, I will gladly stay at the Westin.
August 5, 2014
Rated 4 out of 5 by Qman Best sleep I've ever had!
I cannot remember a more comfortable bed. Absolutely the best rest I remember in a very long time. Highly recommended. Room looked great. Staff was courteous, professional and Helpful. Parking was a bit of a pain with only a very few "full size" spaces, the rest "compact". But the location was great. Close to museums, restaurants and other sights.
*Note: I did no avail myself of the restaurant on premises, but noticed it was quite busy both indoors and out. I gave it a 5 based on my observations.
September 16, 2014
Rated 4 out of 5 by kat59 beautiful hotel
I saw many negative reviews at this hotel so I was a little worried to stay here, but it exceeded my expectations. Our room was lovely, the bed was comfortable, the staff was friendly, and we had a wonderful time.
April 28, 2013
Rated 3 out of 5 by Vanlala Lack of staffs
It took at least five minuets for the staffs to answer my service express calls.
And conceiage and bell captains were not in their counters all the time.
January 16, 2012
Rated 3 out of 5 by PaulA31 Westin-4th of July
The hotel is fine. I was there for 5 nights over the 4th of July holiday and the hotel was horribly understaffed the entire time, both at the front desk and in the restaurant. Elevators were out of service most of the time causing l o n g delays in getting from the 11th floor to the ground floor. Pool did not have enough seating. Valet service, however was EXCELLENT and two of the servers at the restaurant were frazzled and did the best they could with what they had. One of their names started with a K.
July 8, 2014
Rated 5 out of 5 by hen2014 henry2014
great hotel to stay in, walking distance to restaurants
October 6, 2014
Rated 4 out of 5 by Loves2Trvl Good Location
Common areas and room were nicely furnished and clean. A plus to be able to call valet to have your car ready by the time you get downstairs. Location was in a good area near to Old Town Pasadena. The only drawbacks were that the air shuts off 20 min. after you leave the room so you come back to a warm room, and they also regulate the maximum volume on the TV. I was watching DVDs from my laptop connected to the TV and I could barely hear the sound w/max volume on both devices..
July 20, 2014
Rated 4 out of 5 by BobbyK Check-in Mysteries
My wife made a reservation and the reservation staff were very agreeable, specifying a high floor and away from the elevator. Apparently this was not conveyed to the front desk, who sent us to a low floor. When I inquired, they changed our room, to the 9th floor. Across from the elevator.
Somehow, the Westin can't keep these items in mind.
The room was fine, the bed was exceptional, and everybody was very nice to our Bull Terrier.
But why not follow through on promises made by the reservations staff?
May 19, 2013
Rated 2 out of 5 by Wastedmytime Substandard customer service
The hotel stay itself was great. It was the customer service after the stay that was terrible. I was double charged for the valet parking, which shouldn't have happened in first place. Then, it took 3 weeks to get a $14 overcharge corrected by the "Associate Director of Finance". Even after she sent me an email saying the refund would be processed "today", according to my credit card company, it took another 2 weeks to for Westin to actually initiate the credit. During that 2 weeks, I emailed the Finance person twice more for updates, and she did not respond to my emails any more. She also did not apologize for Westin overcharging me. Westin hotel staff should have much better communication skills and should not let emails like this go unanswered. Refunds should be processed more quickly.
April 1, 2014
Rated 5 out of 5 by RAH1149 Very Comfortable & Convenient
Very nice, we enjoyed our stay. We were there for a wedding and the location was very convenient. My only criticism is that $12.00 per day for internet access is ridiculous.
September 24, 2014
Rated 5 out of 5 by Tommy90210 We Love Westin Hotels
We had a great experience. I was there for three days for business and I was able to bring my wife of 31 years. We felt like we were on a mini vacation. My days started and ended early so we were able to enjoy the Pasadena experience with great restaurants and its culture. The concierge made great restaurant recommendations and we used the shuttle instead of driving our car at night. I want to thank Linda for taking care of our room too.
July 25, 2014
Rated 5 out of 5 by guckerd Great value
We have stayed at the Westin Pasadena many times as we have business in the local area. The staff is very friendly and welcoming. The location is great, walking distance to Colorado Blvd. for dining and shopping. Our one complaint is that the air conditioning during the night doesn't keep the room cool enough for sleeping comfortably. This has occurred on more than one occasion. However, we still return for the other wonderful qualities.
July 14, 2014
Rated 5 out of 5 by WM123 Great stay, wonderful staff
We were staying at the Westin since my son was participating in the Veritas World Junior Golf Championships, and we had such a positive experience. The staff were very friendly, and customer service was fantastic. We were so comfortable staying there for our 8 nights. The food was great at the restaurant and service very good, and valet attendants excellent. We would not hesitate to stay at the Westin Pasadena again and we hope that they will continue to collaborate with GET Travel sports for the Veritas event. The families were treated very well by the Westin staff for this sporting event. Ryan, Chris, housekeeping, and all the valet attendants very wonderful and helpful. (The only thing was I was not sure why there was no food or beverage service at the pool, there did not seem to be when we were there, it would have been nice if there was). Other than that, fantastic stay.
July 28, 2014
Rated 3 out of 5 by icjfc staff needs better training
It took 4 phone calls to get a correct receipt. Restaurant brought us a beet salad without beets and charged each of us $10 over the price! Terrible service in restaurant. One staff member said she was a native and could give us directions to anywhere (the concierge disappeared for over 5 minutes), but she never heard of the place we were going though it was 7 blocks from the hotel. Staff tries to help but cannot. Business office computers were on the blink.
October 26, 2013
Rated 4 out of 5 by Matthew123 sink problems
I found the hotel on the whole a very good hotel with the staff very responsive and uplifting starting with the Valets, to the Reception to housekeeping. The hotel was very clean, orderly and well maintained.
The only concern that I had and a couple of others in my group in their rooms is that the draining in the sinks were extremely slow. The toilets worked well and the shower drains worked well. It was just the sink drains.
June 13, 2014
Rated 5 out of 5 by Skip22 Like Home tous.
Our son died of a brain tumor 10 years ago. He had a brain tumor that took him after one year of medications at Kaiser Permanente,
The Westin became our affordable luxury ,
visiting Eric , and his wife Sacha when we
lived in Seattle - and he had his appts. with his oncology doctor in L.A. They lived in Altadena ( family still does )
The Westin remains a huge blessing to us !
Thank you !!
George and Judie Brown
June 3, 2014
Rated 3 out of 5 by jbrm westin pasadena
there were no toiletries in the room. no soap, shampoo, etc. the breakfast menu leaves a lot to be desired in terms of selection.
hotel staff is very accommodating. the SPG reception in the evening was very nice but all of the suits stood around talking with each other rather than mingling with the guests.
August 16, 2014