The hotel itself is decent enough. The room was just fine, everything from comfy pillows to good bathroom amenities (everyone hates bad shampoo- no?). But where this place failed was customer service.
So first we get there early and ask if there is a room. No surprise, but he says no. Not a problem we say, but we're here for a wedding (which they know based on the reservation) so is there a way to let us know if a room opens up early so we can get it in and start getting ready. No, we can't do that. Alright- no seems to be a little more popular here than it should be. We ask once more, and he writes our name down on a scrap piece of paper- how's that for inspiring confidence.
The hotel we discover has a gym. Great- we'll get a quick workout in while we wait but oh wait, it requires you to access it with a key. So we go back to our favorite front desk guy and inquire about the gym. "Yep, we've got one." I'm waiting for more, but that's all he has. Well, can we work out in it? He tells us no, it's for guests only. We've got a reservation, we're going to be guests in 2 hours but that isn't enough.
Moments later, while we are sitting in the lobby and he has gone on break, someone comes to check in and the woman who replaced him looks into the system and alas, can check this guy in. We go up, ask her if we can get checked in and she hits a few keys and says, of course- we've got some rooms!
I could go on, but they also ended up screwing the reservation up and instead of putting a room for each member of the wedding party that got a room, they just put us all in one room. And while that might have been fun, it wasn't in the cards and so we had to get them to sort that out which took forever. Then when we checked out the next day, the billing was all mixed up, and they emailed us a receipt for someone who wasn't us. We called, asked for the right receipt and guess what... yep, they sent a receipt again that was incorrect.
You expect more from a Starwood property. Again, the room itself was fine but there were enough customer service lapses and lack of concern about those lapses to earn this place my lowest rating. And I am usually pretty generous with the ratings! There are simply too many other good hotels in the area for someone to settle for the service you get here.
- Official Description (provided by the hotel):
- Visit the beautiful Sheraton Pasadena Hotel, ideally located within walking distance of the abundant shopping, dining, and entertainment options that Old Town Pasadena is renowned for. ... more less
- Reservation Options:
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- Also Known As:
- Sheraton Pasadena Hotel Pasadena
- Pasadena Sheraton