The Westin Pasadena

Room was comfortable and clean. However, they messed up my reservation. When I called to correct it, they said I had to change the reservation to my roommate's name. OK. But then when I arrived they had trouble finding my reservation. They had to charge my credit card before they could tell me the amount (seemed crazy). They just need to get their procedures in line. Room was comfortable, but the coffee making apparatus was so close to my roommate's bed that I couldn't make coffee without waking her. Also, the outlets nearest the window did not work. Just little hassles, but stuff they could fix.

Lontime Bonvoy member (I don't have elevated status) here. Due to a poor experience in February, I came here to check how other guests have fared with the property - and wasn't surprised to find another customer had a very similar experience. I booked a room through a 3rd party two months in advance. Leading up to the stay, I did my due diligence to confirm with both the property and the 3rd party to affirm that my reservation was fine - I received assurances that my reservation was fine. The week of my reservation, I received a notification in the Bonvoy app that my room was available to check in - I did so and thought everything would be fine. After traveling all day, I arrived at the hotel to be informed by the front desk that my reservation had been cancelled. There was no reasoning given for the cancellation, and absoultely no assistance, compensation, or recourse provided by the hotel staff. No offer to help me find lodging somewhere else, no ride to another property - absolutely nothing. I opened a support case through Bonvoy support, but it seems the property closed my support case (twice?) without so much as an email, much less an apology. I understand that 3rd party bookings get deprioritized and cancelled. Ultimately, though, the lack of customer support by the property is why they've earned my rating of Terrible.

The front office manager is the worst ever: I am loyal Bonvoy program member and this hotel is on our corporate list, so I booked Westin Pasadena two months ahead and got confirmation says room is guaranteed. Jan 17th 2025 i drove all the way from SF to Pasadena with my minor, and was told my reservation was canceled by their front office, no explain available. They send me over to another Westin in downtown LA almost midnight and promised they will cover the cost. Downtown Westin charged me anyway and told me Westin Pasadena will reimburse me. Westin Pasadena gave me the business card of their front office manager ask me to contact her myself. One week after my email and voicemail, this front office manager called me, not a word of sorry or a drop of sympathy, just told me she canceled my reservation on the morning of my check in, and she told the online booking platform to inform, so she, or the hotel did not do anything wrong and will not reimburse me. I asked for any written confirmation or name of the person she talked to at the booking platform, she said not available because she just called and informed them over the phone. So this front office manager canceled my reservation 4 hours before my check in time, and told me nothing she is responsible or can do after all the horrible experiences my and my minor experienced. I have to share this with you all, be careful when you book this hotel, they might cancel your reservation at any time for no reason and will not do anything to help you or compensate you. Stay away from Westin Pasadena!!!

The great advantage of this property is the location. It's an easy walk to downtown Pasadena activities. The parking was also smartly managed. There's a public lot beneath the hotel and the hotel offers a modest discount on the nightly rate -- very simple and reasonably priced for an urban location. The pool area is a bit small for a property of this size. I'm not sure what can be done. We had breakfast at the on-site restaurant which was pleasantly arranged with very comfortable outdoor seating (indoor was also available.