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 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 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 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
Rated 1 out of 5 by UnhappyGuest123 Terrible Front Desk Management
We were startled awake at 7am because someone was drilling into the walls in the room next to us, consistent drilling for an hour until I got fed up and called the front desk.
The front desk manager, Kyle, said he would investigate. He called back and said he personally went to our floor to see what the source of the drilling was and could not find anything. He also stated that as the front desk manager, neither he nor his staff know of any scheduled engineering for the entire hotel that day.
I peeked out of the room and sure enough, there is a maintenance man with a cart of air filters outside of the room next to ours. When we left our room to check out, the maintenance man had moved to the room directly across from ours. Why would a front desk manager claim not to know of scheduled maintenance? Westin management has either lied to me or they do not know what is going on in their own hotel. I took pictures of the maintenance cart outside our rooms. Why would Westin schedule work that requires disruptive noises so early in the morning? Kyle then asked what I think should be done. Why do I need to tell him what he should do, is this not his job?
Terrible management. This hotel does not care about its guests.
August 8, 2013
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 2 out of 5 by Campos64 Guest Services
For this to be a 4 star classy hotel I was so disappointed with the lack of customer appreciation or guest services. I had a room for 2 nights. They made me check out on the first day and recheck back in the next day. It was horrible. When the staff checked me out, my room was bumped because they had overbooked rooms and they had to find me another room. I had to move! I was flabbergasted. You can only apologize so many times. When I checked in the woman said maybe 6 words to me. I couldn't believe I was done. So I asked her to tell me a little about the hotel, where's the pool, restaurant, how do I do valet here ect....Finally she tells me. We purchased a pation room, they are remodelig. The doors had caution tape all over them and they woulld not open. What was worse is at 8 am after a long drive, the workers were on the patio banging and working. It was incredible! Westin needs to take lessons in customer service or guest services. It is such a nice chain of hotels to have incompetent people working. Invest in the training. It will help.
August 3, 2012
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