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.
March 3, 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
February 16, 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.
February 14, 2015
Rated 1.0 out of 5.0 by fireworld Rooms and service aren't much better than the discount motel.
When I checked in with the older gentleman at the front desk he acted as if I was disturbing him. I then politely informed him that I am a federal employee and that I am tax exempt when on official business. After I handed him my credit card that clearly says United States government and has my department tax ID number on it, he told me that they require our tax exempt form. (I've NEVER been asked to provide this form by any other hotel or Holiday Inns that I stay at. But that's fine) So I told him that I would have it emailed to me and I would give them a printout. He said ok and that was the end of that. Two days later when I tried to give them the form, I was told that I have to provide it at time of check-in in order for it to be applied. Now you tell me!
So as for my room...I was given a room as far away from the main part of the hotel as he could put me. I didn't realize this until the next morning when I saw where all the newspapers had been laid in front of the occupied rooms. I was the only person in that entire hallway, and at the very end at that. No big deal until I realized all the rooms in the adjacent hallway were much nicer and actually had refrigerators,microwave, and a coffee maker. Mine had none of those. My room was very clean though. I'm just surprised that for the amount I was charged a night for five nights and that I have always been happy with all the Holiday Inns I've stayed at in the past as a platinum rewards member that this H.I. felt more like one of those cut rate hotels stuck between a trailer park and a train yard. I almost felt as if I was being punished because I required the government rate and tax exemption.
There were other things during my stay that left me disappointed but my review is long enough already so I'll leave you with these parting words; Make sure you ask for the nicer rooms and do not stay here if you are a rewards member or federal employee.
January 27, 2015
Rated 4.0 out of 5.0 by On the road again On the road again
Although I thought the nightly rate was a little high, this hotel was OK for a night. Many restaurants near the hotel and easy access to the highway. Hotel was super clean and quiet.
January 25, 2015
Rated 4.0 out of 5.0 by RJMZ Good Value
Good value, clean rooms, nice breakfast and friendly staff.
January 14, 2015
Rated 5.0 out of 5.0 by Mike223 Great value for a comfortable room
The hotel is in a suburban area of Pasadena and within close proximity to Los Angeles. The hotel offers good accommodations at a reasonable price,
January 8, 2015
Rated 4.0 out of 5.0 by chrisijb Stayed for Rose Parade activities
I was working the pre-parade, equifest, parade and post-parade activities and stayed here during that time. I shared a room with 2 double beds with my retiree parents. I was at the hotel for 8 days total. The staff was very nice during my entire stay. The parking is good and while the parking in the lot by the doors is usually full, there was always plenty of parking in the garage just a few more steps away. The room was small for three adults. I think the room was not designed for the two double beds that are now in it. The furniture and decoration were really basic, but fine. There was not sufficient space provided for suitcase storage and closet/drawer space for three adults, but we made it work. There was only one chair at the small table in the room so we asked for an additional chair to be brought to the room. They accommodated us by brining a dining chair within a half an hour. Power strips were provided which was nice because we had plenty of places to plug in all of our electronics. The internet worked well. The bathroom was basic but clean and everything worked well. The Bath and Body toiletries provided were nice, but it would have been nice to have extras, and extra towels with three of us. The breakfasts provided are very good and there were lots of choices. Everything was nice and hot and replenished quickly. I especially liked the cinnamon rolls and the omlettes. The location is really convenient to everything in the Pasadena/Arcadia area and is walking distance to the metro train station. The freeway access is just a block away. There are many good restaurant options within walking distance or a short drive. It is just a few minutes drive to Old Town Pasadena. Other than the small space in the room everything else here was very nice and I would recommend this hotel for a clean, safe option in this area.
January 7, 2015