Ratings based on 944 Verified Reviews

They paid and stayed. We double-checked.
4.2 out of 5
90% of guests recommend
4.4 Room cleanliness
4.2 Service & staff
4.2 Room comfort
4.2 Hotel condition
They paid and stayed.
We double-checked.
2 out of 5
by A verified travelerfrom Detroit, MI

Very average hotel

Posted Nov 10, 2014
Pros: Location is convenient.
Cons: Their customer service and overall decor/upkeep
Location: Was there for business so didn't have time for recreation, however some great restaurants all in walking distance.
Hotel is very run down, needs a complete renovation. For the two nights I stayed, their room key maker wasn't working, therefore had to wait for security to come and let me into my room every time. Sometimes I had to wait 5-10 minutes outside my room waiting for someone. On top of all that, the hotel didn't even have the decency to comp breakfast or parking, absolutely terrible customer service. Definitely not looking for a free ride, but some gratitude for the inconvenience would have been appreciated. How can an international chain like the Sheraton not have this remedied immediately? I was told that the total down time could be a week??
3 out of 5
by A verified traveler

Sheraton Pasadna

Posted Sep 18, 2014
Pros: the valet staff was courteous and helpful in retrieving car service for us.
Cons: Prompt service in the bar and restaurant area and more customer care.
Location: Within walking distance of Old Town Pasadena where the nightlife and shopping are wonderful.
The Hotel is in a great location and is clean. The staff is friendly, however, the service was impeccably slow and it didn't seem to bother anyone on the staff that we were not being taken care of. The restaurant hostess left the podium and didn't return for 5 minutes to seat us. She simply disappeared. I called down to valet for my car twice and once I arrived at valet about 10 minutes later, the car still had not been retrieved. I had to check in twice for my two rooms, because only one of the rooms was available at the time of check in. So once I needed the keys to the second room, I had to wait in a long line to get to the front desk to get the keys to the second room. I asked a manager if he could please just get me the keys so I didn't have to stand in line again. He said I still had to stand in line even though they already have all my information.
Comment from Hotel Management
Sep 26, 2014 by Guest Experience Manager, Hotel Management
Dear Traveler, Thanks for your feedback. Your comments have allowed us to re-train the staff. Our goal is to ensure all guest expectations are exceeded. We hope you give us another chance. Thanks, Guest Experience Manager
3 out of 5
by A verified travelerfrom san francisco, CA

Good location, mediocre room

Posted Sep 14, 2014
Paid $500 for a club level room that was tiny, smelled badly, off a hallway that also smelled terrible. The shuttle service and downtown location were nice but the hotel is tired and needs an upgrade.
Comment from Hotel Management
Sep 25, 2014 by Guest Experience Manager, Hotel Management
Dear K Holterman, Thanks for your feedback. We should be going through hotel rennovation in 2015. Thanks, Guest Experience Manager
5 out of 5
for Personal Event
by Billfrom Wisconsin

Sheraton Pasadena

Posted Aug 21, 2014 on Hotels.com
We enjoyed our stay at the Pasadena Sheraton. It is conveniently located to Caltech and Padasena museums and business areas. I prefer a firm bed and the beds were the firmest, and most comfortable hotel beds I have encountered. The lobby is nice and the flavored water is a nice touch. The exercise room is small and the pool area is nice.
1 out of 5
by Dustinfrom Tampa

Very poor service, Smells old and outdated

Posted Aug 19, 2014 on Hotels.com
I chose this hotel for two reasons. Location and because they were the only hotel I could find that offered double beds. I called to confirm that I could receive a double bed and was told that wouldnt be an issue. You can probably understand where this is going, but when I arrived I was given 1 bed. When I talked to the service counter I was told that double beds couldnt be guaranteed. I asked to be moved and I was told they were fully booked and couldnt move me. A manager basically regurgitated the same info to me. At checkout another representative asked how my stay was and I told them that it had been poor, since I had to share a bed with someone I did not want to share a bed with. They offered to remove my parking charges for the trouble and I said, 'That's fine, but I'm still going to leave a negative report at this point.' The representative then proceeded to charge me for parking anyways which tells you all you need to know about this establishment. They clearly care more about the reviews than the actual happiness of their guests. Besides the poor service, the hotel smelled pretty bad, like something that gets wet and doesnt dry out properly. Also, the elevator takes forever to move, even though this is a 3-story hotel. I kid you not, it takes less time to move 10 floors in a normal elevator than it takes to move just 1 floor in this one.
4 out of 5
for Families
by A verified travelerfrom Texas.

Pleasant Stay

Posted Aug 12, 2014 on Hotels.com
Decently maintainted hotel. Secure You need your room key to access most parts of the hotel, including using the elevator. Guest service is polite and are quick to respond. Front desk associate was quick to resolve room issues. Good location. However hotel is old and that is visible. Poor ventilation. Strong smell of air freshners.
Comment from Hotel Management
Oct 18, 2014 by Guest Experience Manager, Hotel Management
Dear Guest, Thanks for your feedback as it assists us in making sure all guest experiences are exceeded. Thanks, Guest Experience Manager
5 out of 5
for Everyone
by A verified travelerfrom Holland

well located and pleasant

Posted Aug 10, 2014
Pros: everthing you need!
Location: nearby restaurants, shops and entertainment
well located and pleasant. private parking and friendly staff.
Comment from Hotel Management
Aug 12, 2014 by Guest Experience Manager, Hotel Management
Thanks for your feedback. We hope to see you soon.
1 out of 5
by A verified travelerfrom Palo Alto

Terrible staff and hotel system!

Posted Aug 7, 2014
Pros: Hate!
Cons: Hotel staff and system!
Location: Not bad!
I booked the double queen and confirmed it. But when I tried to check in, the hotel staff lied that they don't have double queen or King with extra bed. So I was upset and tried to claim to my travel agency (Expedia) about the situation, the hotel staff provided the double queen bed. I think they are trying to sell the room to new customer with higher price.... Do not use this kind hotel!
1 out of 5
by Edwinfrom China

Posted Aug 7, 2014 on Hotels.com
3 out of 5
for Business Travelers
by A verified traveler

CA Bar Exam

Posted Aug 4, 2014 on Hotels.com
The air conditioner is extremely loud, so loud that you can't even have it on at night if you want to be able to sleep. Room service was okay - food was delivered 10 minutes before scheduled which was annoying when they woke you up before your scheduled time. Rooms were clean though.