I visited this hotel about 4 years ago, and had good memories of comfortable rooms and shuttered elegance. How things have changed. Check in staff looked bored and unfriendly, and I never saw the concierge for the 3 nights I was there. Although I'd booked a king room for 3 nights well in advance, I was told at check-in that we could only have a twin room because priority had been given to local people who had lost power in their homes after a large storm had hit the area before we arrived. I was very sorry for the local people who were having to live elsewhere, but I didn't understand why pre-booked regular guests couldn't have the room we'd booked or even why the hotel couldn't acknowledge that we were being put out in some way and try to make up for it with a complimentary meal or something similar. In fact the check-in staff didn't even apologise for the situation. After saying we really didn't want a twin room for 3 nights, we were eventually given a room with a king bed, but were told it was a disabled-access room, which was fine...until we saw the room. I don't know whether all the rooms have deteriorated as much, but this one felt like a cell. Not a small room at all, in fact quite big, but there was not one picture on the walls and the whole decor was drab, drab, drab. It was horrible to spend any time in there at all. If this is the way this particular Westin treats all disabled people, then shame on them. If this is how they treat all their guests, then shame on them for that aswell. I mentioned this on my departure and was told that the hotel was under new management and that most guests were making similar comments. Such a shame, as as a Starwood PG, I've always liked Westins up to now.
- Westin Pasadena
- Pasadena Westin
