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 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 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 5 out of 5 by KARswiss 3Ps. Perfect Place in Pasadena
This is my third visit to this Westin, and I have been delighted . I have spend much of my life in Starwood hotels, and this one ranks up there for a hotel in center city. I write this on an ipad outside in the hotel dining room terrace, using free wifi from the Westin. The warm clear weather is a free bonus . Very quiet.
Delicious turkey burger, accompanied by a bowl of fresh fruit ( and quite a variety of fruits too) is perfect .
This Westin has terrific views in very direction, and is walking distance to a dozen great cafes and some of the best cappuccino in the USA.
January 24, 2014
Rated 3 out of 5 by Luvtrvl Consistently unable to upgrade platinum
I stay in this hotel several times a year. Additionally, as a platinum member, I stay at many Starwood facilities. The Pasadena Westin consistently is rarely able to upgrade to a room better than their "deluxe king". They don't give you a decent view, decent windows or comfortable room accommodations. The reason I keep coming back is that it's so convenient for my purposes.
I can safely say that the rooms that I have stayed in, too often, are not of the caliber of other Starwood sites. Rooms are tired and rather small no refrigerator or chair (other than computer) to sit in to read.
Staff are friendly, however, and ALWAYS claim no "upgrades other than deluxe king" are available, with a warm smile.
September 5, 2013
Rated 3 out of 5 by dankyone Small rooms, typical westin
The place is fair enough, well located and upscale. Standard rooms are very small and upgrades are hard to come by.
March 25, 2014
Rated 3 out of 5 by BusinessTraveller12 Mold on bathroom tiles
I love Westin hotels and try to stay with your chain for business travel. However, I am compelled to write because the bathroom at this hotel was below par. The tiles in Room 333 had mold on the grout. This was at eye level plain site and not some hidden corner. In addition, the faucet dripped all night and did not turn off.
It is disappointing to find these things when you are paying close to $200 a night.
February 20, 2012
Rated 4 out of 5 by DaveInCT Solid, not spectacular
I stay here 10-12 times a year on business, so most of the front desk, concierge and parking staff recognize me, and are always friendly, helpful and efficient.
Concierge will drive you to restaurants in town, and pick you up when you call after dinner. This is a big bonus, although if it's a nice night, and you don't mind walking, it just a 15 minute walk to Old Town.
I usually call down to the valet a few minutes before heading down from my room in the morning, and when I do, my car is always waiting for me when I get downstairs. There is nothing more annoying to me than calling down and still having to wait for my car, and that NEVER happens here. Tip those valets, people!
*wood recognition is OK, I get my points amenity, and occasionally an actually upgraded room as opposed to just the free bottled water in a regular room. The last time I came with family, the front desk worked to get me an upgrade to a larger room so we'd have ample space, and I greatly appreciate that. Sure, it's nice to get upgraded to a suite, but when I'm travelling alone, it's not really important, a single room will do. But when I've got the kids with me, it's important, and they took care of me when I needed it.
The major weakness in this hotel is back of house service. Room service is very slow. Housekeeping, too, when you call down for something, though they do a good job of cleaning while I'm gone (if I don't decline housekeeping for the 500 point "green" bonus).
The restaurant is not worth mentioning. Standard boring never-changing Westin "superfoods" menu, there is really no reason to eat here with all the other dining choices in town.
The lobby lounge/bar is usually relaxed and quiet, spacious and comfortable. Overpriced drinks, of course, but par for the course. Good place for a nightcap with an expense account.
Rooms are beginning to show hints of age, and the hotel is probably going to start looking like it needs a refresh in a couple of years, but as of right now, they are perfectly acceptable.
Outdoor pool is nice, but not huge. Same problem as with room service when ordering food by the pool -- it takes forever. Gym is just fine, machines are mostly very new.
Pretty decent WiFi connectivity for a hotel. Ask for the platinum access code at the front desk.
Overall, a solid choice in Pasadena, and I'll be returning (again and again).
January 9, 2012