Rated 4,2 out of 5 by 187
Rated 5,0 out of 5,0 by joe1054 Making lemonade from lemons
I booked my stay in November 2014 for a February 2015 visit. All was fine until less than 8 hours before I was to board my flight to LAX I received a "courtesy" call from a hotel employee informing me the hotel was under major renovations, water was shut off for hours each day, the pool was closed, and there would be loud construction work during the day. I honestly thought it was some sort of joke. When I found out it wasn't, I thought I was being informed I was being booked in another hotel. That was not the case either. Obviously frustrated, agitated, and upset I got on my computer trying fruitlessly to find another room somewhere else in Pasadena. Everything was booked. Left with no alternatives I checked in the following day.
Upon arriving I immediately spoke with the front desk manager and communicated my frustration. At first it appeared things were going to go from bad to worse. I was told I didn't have to check in and that the construction was posted on the hotel's website. After informing the manager there was no notice on their site when I booked in November and that there were no other rooms in the area available she understood my plight and from that point on worked diligently to ensuring my stay was as good as it could be.
I was greeted everyday by the hotel staff. Every time I was asked if my room was quiet enough, was comfortable enough and if there was anything at all they could do to make my stay better. I was contacted by the hotel manager whom I ended up having a nice conversation with regarding the whole incident. He took the time to explain and apologize about the whole situation. What made his comments exceptional versus the standard management 101 "I am so sorry…" line was the sincerity he expressed. This was not your standard manager, this was a person who was in a bad situation having to deal with a hotel renovation while still trying to accommodate guests. He made no excuses for the delay in my notification, accepted responsibility, and once again, sincerely asked if there was anything that could be done to make my stay better.
In the end, while it wasn't the perfect stay, the staff more than made up for a bad situation. There is no doubt I would recommend this hotel to family and friends (at least once the renovations are done) and I look forward to coming back in the future. If the hotel was that good under construction I can only imagine how nice my stay will be once it is all done.
3. März 2015
Rated 1,0 out of 5,0 by Travis1908 Outdated and Sketchy Compared to Other IHG
-Outdated, musky smelling room
-Pool was closed while I was there
-Water was shutoff for several hours during the day for the whole week I was there
-Leaky Sprinkler Head in one of the halls
16. Februar 2015
Rated 3,0 out of 5,0 by Toma99 Lobby nice
Lobby and breakfast area were nice. Room was shabby and mattress was worn out on one side.
14. Februar 2015