The Westin Pasadena

191 N Los Robles Ave | Pasadena, CA 91101-1707  [SEE MAP]Pasadena, CA  [SEE ADDRESS]
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Guest Reviews

Tripadvisor Traveler Rating 2

Great location but bad AC

Aug 26th, 2020

We were exited to stay here for my birthday and have a nice parent getaway. We checked in on a Thursday. Waited for valet and after a few minutes a nice man came out and told us it was only self parking. He brought out a cart to be helpful which we appreciated. The self parking area was a bit scary and a far walk back to the front desk. We asked for a room with a view and should have been more specific because we didn’t get the view of city hall but of the old church on the other side. We were too hot and tired to go back down with our luggage so just stayed there. The ice machine wasn’t working and when we called the front desk they said we had to go to the floor below. There were no water bottles or a robe in the room as was stated in the reservation. When we asked if we could borrow a wine opener they said they didn’t have staff to help and we would have to go downstairs and wait until they found one. The pool was small but the view was nice. All the padding on the wooden chairs were removed which made it hard to relax. At night the air conditioner did not work well and we slept with the windows open. I understand COVID has affected the service industry but this was just a deep long sigh after another. The pros were the comfortable beds, modern decor and location. Otherwise this place should close for the time being. TRIPADVISOR.COM USER 

Tripadvisor Traveler Rating 1

Broken A/C and awful customer service

Aug 25th, 2020

Booked to stay at The Westin specifically because of how hot my apartment was and it was making my daughter physically ill. I decided to book a room for the weekend to enjoy some A/C. I booked the room one hour before arriving at 9pm on Friday night. Why they were still allowing people to book rooms when they knew the A/C was broke in the entire hotel is ridiculous. Upon arriving in our room I quickly realized the air was broke as it was set at 65 but was 76 in the room. I called the front desk and said they would send someone up in 10-15 minutes. 45 minutes later I went to the desk and was told someone would be up to look at it. I asked repeatedly to switch rooms and was told that was not an option (not an option because they knew the air was out everywhere and chose not to disclose that information). About 20 minutes later, now 10:30pm, the man from the front desk shows up (clearly not maintenance). He pushed a few buttons and told me it kicked on. Lies. He knew it didn't kick on because he knew the AC was broken in the entire place. I told him it wasn't working but he insisted it was and to give it some time. At this point I just wanted to go to bed and decided to deal with it in the morning. At 8:30am I went back to the front desk and was told maintenance would be in at 9:00 and would send them up. At 10:30 I went back to the desk for the 4th time and was finally told the AC issue was the entire hotel. I wish I was told this when I checked in as the entire reason for me being there was for AC. The situation itself was out of their control but the lying and covering up and horrible customer service is absolutely unacceptable. Don't stay here. TRIPADVISOR.COM USER 

Tripadvisor Traveler Rating 1

Poor Air Conditioning

Aug 14th, 2020

After months away from business travel I resumed operations s beginning with a business visit to Pasadena and booked the Westin, where I’ve stayed on previous occasions. A mistake and never again. A deserted hotel lobby left me optimistic I’d receive excellent service and accommodations. I was placed in a room which immediately felt warm upon entry. I attempted to lower the Thermostat only to realize it was already set to the lowest temperature of 65 degrees. The room temperature read 73. I attempted to settle in thinking i would be able to manage 73 optimistically. Unfortunately after 30-minutes I realized I wasn’t going to be able to manage. I left for a business meeting and stopped to alert the front desk. The gentleman at the desk, in a polite attempt to deflect responsibility to the PM, asked me to give it until my return from meetings and dinner and if it was still warm, to bring it to the front desk’s attention. I told him I preferred to put in a service request or change rooms. He again asked me to consider giving it until later in the evening. I told him this wasn’t what I wanted to deal with at 9pm after a busy day of travel and work. He then searched the system and offered me a key to relocate to another room on the same floor. I went to the new room to make sure I wasn’t going to have the same issue prior to retrieving my bags and realized it was worse. This room was hot upon entering and when I checked the thermostat it read 75 and was set to 65. I returned the room keys to the front desk and asked the same front desk attendant for my room to be serviced by engineering and to contact me to let me know if I would need to change rooms, as I was late for a meeting. He agreed. I returned at 10pm to find a card on my door stating engineering visited and solved the A/C issue. I walked into the room and it was warm. The thermostat read 75 and was set to 65. I attempted to go to sleep, completely defeated and exhausted. I could not sleep. With occupancy at historical lows I imagined there would be an option for air/conditioning for a Gold Elite Bonvoy member. Stay elsewhere if you need to sleep with air circulation at a temperature below 75. TRIPADVISOR.COM USER 

Tripadvisor Traveler Rating 1

Took my wife here to rest before her medical procedure, but ended up being a sleepless night due to alarm going off

Aug 5th, 2020

We decided to stay at the Westin so we could avoid the morning traffic for my wife's medical procedure. Having enough rest was critical. But not our luck. At 2:30am in the morning the alarm goes off. It later turned out that the alarm in one of the empty rooms malfunctioned. When my wife called down to confirm if everything was ok, she was brushed off and hung up on with the clerk saying the fire department was there. Could of just said he will call us back. Unfortunately it took us a while to get back to sleep. So much for a restful night before an important appointment. To make matters worse, in the morning when my wife asked the front desk for water, they said she had to pay $2. This is the regular bottled water you normally get for free in the rooms (pre Covid). Appalled, I went over and asked why they were charging for water. He said he didn't know my wife was with me and that since I'm a platinum elite member there would be no charge. He could have asked what room we were in. Or better yet, just give the water for free to all guests, especially after having to be awaken in the middle of the night! I was told the hotel general manager would be in on Monday so I requested I be contacted to discuss my concerns. There's 20 minutes left in the day, so I'm not expecting anyone to contact me today. Maybe tomorrow hopefully. Other feedback: - convenient location to Old Town - elevators smelled like marijuana - in the 3-elevator bank, only one was working - hallways were dirty and pool towels were in the common area on the 4th floor - did not get a bath mat in the room - did not observe anyone cleaning high-touch areas, but they did have hand sanitizer in the lobby - breakfast was overpriced ($8 for a breakfast burrito or croissant sandwich that is heated up, and $4 for regular coffee) I recognize these are unusual times, so I don't expect the same level of service. This stay, however, was way below my expectations for a Westin property. TRIPADVISOR.COM USER 

Tripadvisor Traveler Rating 5

Very nice staff and clean and quiet place to stay

Jul 28th, 2020

We are in the process of moving during a global pandemic! We have just sold our home in Pasadena and are tying up ends before we drive across the country to Illinois - our new home. We needed a place to stay that would permit us to have our two standard poodles with us. The Westin fits the bill. Because we are staying for a total of 6 weeks they were very reasonable with their rates and the convenient location has been great. TRIPADVISOR.COM USER 

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