Rated 4 out of 5 by AenJ Nice Westin with outstanding fitness center
Have stayed here a few times. Great hotel, wonderful staff and rooms well appointed. Really like the 24-hour fitness access to the amazing large fitness center. Also, an added plus in the mens & women's locker room facilities each containing a sauna and steam room - great way to relax after a long day.
Staff needs to cheek supply of towels more frequently.
June 24, 2015
Rated 3 out of 5 by DRP408 uncaring staff
Front desk girl was not empathetic or seem to care when I complained of noisy guests above or below our room that caused us an unrestful night. It took 3 calls over several hours to have someone bring us toiletries we requested.
May 30, 2015
Rated 2 out of 5 by MOrganically Akward!
I checked in on Thursday the 30th of April as a business traveler who'd made my reservation via Expedia. I arrived about 11:00 pm. I had a great check in experience, the valet was very nice as well.
The man who checked me in didn't swipe a card because I'd paid for 2 nights via Expedia in advance. This is where the trouble must have stared. An oversight on his part that lead to much discomfort and disappointment later.
After a nights sleep, I had breakfast in the hotel restaurant, which was nice, great service here as well, and went back to my room to work on my computer for a few hours. At 12:00 pm on Friday I went to the pool for a quick dip before coming back to my room to prepare for a meeting and leave for the rest of the afternoon/evening.
Upon getting back to my room, my key did not work. All I'd brought with me to the pool was a small pouch with room keys, my phones, some business cards. I decided to go downstairs in person rather than call via the hotel phone in the hallway. Although I was wearing a wet swimsuit with a swim coverup, I needed to get into my room!!
The woman at the desk realized I had been locked out of my room because I hadn't put a charge down for incidentals. She said they'd left a message for me, which must have been left in the brief 20 min. I was at the pool. I was literally at my rooms' desk for 2.5 hours with no phone call.
She verified my identity by asking when I'd checked in. What followed was a very awkward series of questions about my identity and demands for a card with which to pay for incidentals.
In fact, I didn't have my wallet. No way to pay, I was locked out of my room with all of my things inside. The uncomfortable accusations continued and I was almost in tears- I asked her if it was actually possible to just drive away without paying via their own valet- and she said 'I'd be surprised'- meaning that it happens!? Or that it could be done?
In any case, she had escort me back upstairs to let me into the room, at which point I presented her with my company credit card. She left to run the card.
When I went back downstairs I got my card back, explained to a different woman at the desk what happened, and learned the woman I'd interacted with was the manager.
This was so disappointing to me. Her utter lack of tact and poise was shocking for someone in Hospitality. When she came out to apologize, I don't think I've ever been offered a more insincere apology. I think I'd rattled her because I had been so defensive and shocked, it created an uncomfortable interaction for both of us. I wish she could have diffused the tension with laughter, kindness, or a real apology. Perhaps compassion?
Once she felt she was done apologizing, she actually looked away, continued to talk, and logged onto the computer in front of her while avoiding eye contact.
I have to say, as a business traveler who is on the road at least twice a month, I will think again about booking at a Westin.
If Westin needs to change their policies about booking in advance on Expedia, they should do so- or perhaps a traveling, somewhat budget orientated business traveler is not the customer they want. I was certainly made to feel that way.
May 4, 2015
Rated 3 out of 5 by RufusInHI The Crown of the Valley lacks Customer Service and SPG Recognition
OVERALL IMPRESSION: The location of the hotel is great. Right in the heart of old town Pasadena within a couple blocks walk of city hall and the great night life of Pasadena. Easy travels from the freeway as the exit is a couple blocks away. The hotel lobby and interior is very trendy and modern. Love the library and computer center. $15 Valet Parking rate is reasonable and quite efficient with quick friendly service.
SPG RECOGNITION: Here is the big disappointment. Front Desk guest service agents are not genuinely friendly and quite snobbish. Recognition of SPG status was not provided and or even acknowledged. Front Desk agent did not provide any information as to the amenities of the hotel and did not even offer any SPG benefits. I asked if breakfast was included, was told no. When I related that I was a SPG Platinum the FD clerk finally relented and provided me a breakfast card. The Front Desk could use some training from the Bell Desk and Valet Department as they were extremely friendly and helpful.
THE ROOM: Typical of a Westin hotel. Spacious and moderately stylish. As a SPG Platinum, was not offered a suite upgrade, but an Executive Room was provided.
LOCATION: Right in the heart of old town Pasadena within a couple blocks walk of city hall and the great night life of Pasadena. Easy travels from the freeway as the exit is a couple blocks away..
EXCEEDED EXPECTATIONS: The Hotel Bell Desk and Car Valet Departments. Very courteous and friendly.
EXTREMELY BELOW EXPECTATIONS: The Front Desk Staff. Not Genuinely friendly, no acknowledgement of SPG Status and or Recognition offered. If its were not for the lack of hospitality from the Hotel Front desk, I would rate this hotel a 4-5 star; otherwise the hotels barely rates a 3 stars.. Bar closes early on a Friday night. Hotel Room Service while providing beer and wine after the bar closes, will not offer any whiskey drinks; hotel should reconsider this.
April 20, 2015
Rated 4 out of 5 by Pete55 Lovely Hotel and much improved
This hotel has always had charm. This last time it had regained some of the service and quality that it had before. The last time we were there it was under a remodel, and the results just made it uncomfortable. This time the only problem was the distance between the room and the restaurant, once the elevator was used. I walk with a cane, and so it was a stretch. One major advantage is the hotels proximity to New Year Events, as well as all of the historic sights of Pasadena.
April 11, 2015
Rated 5 out of 5 by ThankfulVacationer Wonderful experience, highly recommended!
As a platinum SPG member, I requested an upgrade and received a beautiful suite with balcony. The suite and view from the 10th floor were beautiful. The lobby is very spacious, intricate, and opens to some wonderful outdoor space. The fitness center and associated locker rooms exceeded my expectations with all of the available options. Everything, even down to the parking valet, was perfect. Will definitely visit again! Thanks Benito for managing a great team and providing a wonderful experience!
April 6, 2015
Rated 5 out of 5 by Mumbejja Excellent Hotel
I requested an early check in time as well as a late check out time. Im a gold member and also requested an SPF floor with a.corner room. All requests were honored. .chexk intook under 2 minutes. Staff.was.courtcourteous, efficient, professional, friendly and accommodating. The room was as expected, very clean and as requested. I highly recommend this hotel.
March 31, 2015
Rated 5 out of 5 by Annat Great hotel except I was billed wrong
Great overall stay but just received my bill and they billed me in error for additional charge. When I called back the lady who picked up the phone was short with me and said I just need to leave a message. Left a message for billing to call me back. Hopefully I get this resolved soon. It would have been a perfect score for this hotel without this incident
March 26, 2015