This hotel should be a four star. Front desk staff are inexperienced. They checked our party in but did not do the keys correctly for each party. Bell service delivered luggage to wrong rooms and took long time to get there. Pool area is crowded over a holiday weekend and by night time when we used the pool, used towels and food was everywhere. No one picks up after 7pm even though pool/hot tub are opened till 10pm. This would have never happened in the 5 star hotels like Ritz we have stayed in. Location is not bad, 30 minutes to LA downtown and museums. Lots to shop and eat in Old Town Pasadena. Hotel located in nice neighborhood.
Comment from Hotel Management
Sep 13, 2016 by Vern Lakusta, Director of Hotel Operations, Hotel Management
Thank you for taking the time to share your feedback with us, and please accept my sincere apologies for the issues which you experienced during your stay. Our entire team works hard to ensure a defect-free stay for each and every guest, even during extremely busy, high-traffic holiday weekends, and to deliver the flawless individual service for which we have long been known. Please rest assured that I have shared this review with our Front Office, Guest Services and pool staff so that we make make the necessary adjustments immediately. We hope to have the opportunity to welcome you back again in the future for an improved stay.
Director of Hotel Operations