I feel bad about posting a two-star review because this place shouldn’t be that low. It has a very good location and some wonderful staff members. But it has too many issues. First, we waited almost an hour in a line of almost 60 people to check in. There were only two desk clerks for half that time until a third finally joined. The reason we were given for this delay: a Coldplay concert at the Rose Bowl. Really? An event in town — the very reason people come to a location and reserve a hotel room — is enough to cause such a delay? Next, it took a long time and two trips to the front desk to get our mobile key to function. Next, for half of our two night/three day stay we had no access to WiFi. The hotel acknowledged it was their problem and that they were having to wait on someone to come and fix it (the front desk admitted they’d had been having WiFi problems for a long time). Next, we went to the restaurant for dinner and the dining room was a mess — tables without chairs (they’d been moved elsewhere in the room), tables that hadn’t been cleaned, food on the floor, and two people who were both the bartenders and the servers. The result was a long delay in being served. These kinds of problems suggest the hotel is seriously understaffed. As for the food and drink, for the first time in my experience I had to return a cocktail because it was undrinkable. I asked for a bowl of tortilla soup but was told they were out of it, at 6:30pm. The food we did get was a two-star experience. Our room service food the next morning was very good and the service was prompt. I admit, however, that we’re still adjusting to supposedly top flight hotels serving room service food in paper bags and plastic containers with plastic utensils (a pandemic related change that apparently isn’t going away). As for the room, it was clean and comfortable, but it was showing some neglect — the enamel in the bathtub was chipping away, there was a small tear and a couple of small stains on the sheets, and the decor was very austere. While not a big deal, the hotel gift shop had been turned into a storage room. When we checked out our car was promptly brought up but the only valet had the key locked up while he was retrieving other cars. So we waited beside our car for some time before we could open and load it. Again, apparent understaffing. The one thing that keeps me from considering this to be a one-star experience is the staff. They were wonderful people who were trying their best to help us. Next time we go to Pasadena, we’ll stay elsewhere.

Stayed here after going out of town to propose. My only request at the time of booking was a quiet room. The room I was given was straight across from the elevator bank for the floor. All night and day we heard people coming and going and the elevator dings. It was exactly the opposite of my request. When I inquired I was told nothing could be done. I understand these requests can’t always be accommodated but in such a huge hotel there had to have been another room a little further from the elevators than straight across. Besides these issues my stay went well. The rooms well lit and had comfortable beds. The hotel itself is in a great location with tons of restaurants and other places within walking distance. Overall though I wouldn’t stay here again. While the rooms are clean and the beds are comfy. I’m just left questioning why with my single request, how I possibly got the exact opposite. The customer service just doesn’t match what I would expect with the price and the Westin name.

Tiny room and tiny beds, great location but don't even try to have two adults sleep in one of their double beds (you won't sleep). The room is very small and there's no room to open suitcases. The ventilation going on and off all night it was very noisy. A room for supposedly three people but there was only coffee service for one unless somebody wants decaf. I am really surprised at what a disappointing stay this was and trying to understand how this is a 4 star hotel. Definitely not Heavenly Beds.

I would rate 0 stars if I could. We payed for a 3 night stay, and the front desk clerk stated we only paid for 2, even after showing them our receipt statement of us paying for 3 nights, they told us we had to leave the hotel a day early. They also would not even print us a receipt on their end saying we only paid for 2 nights… very sketchy! Called the manager the next day and she stated it was an “error” in their system and that they were sorry this happened. I feel very SCAMMED. Because of this I incurred an additional $250 expense to find somewhere else to stay. I would never try staying here ever again.

Beautiful hotel in a gorgeous part of Pasadena. The rooms were clean and new. I received breakfast included in my rate. It wasn't a buffet. I was allowed to pick anything off the menu. That was great. They had coffee outside the restaurant which was a nice touch for a quick to go cup . This hotel has class and style and treats guests like fine hotels did in the past. You don't get great service like The Westin Pasadena too often these days.

What a welcoming home-base for our trip to see our SoCal kids! Check in was efficient and they were hospitality - plus!! The rooms are clean, quiet and so comfortable; there is a very pleasant office/sitting area; the long outdoor plaza is beautiful and peaceful for leisurely mornings AND the restaurant is fantastic - the staff so accommodating determined to please! Don't miss this gem!

First time staying here. My room was upgraded. The hotel is nice with a parking garage attached. They have charging stations as well which is great. They aren't supercharged, but if you park overnight your vehicle will charge completely and be ready to go. The room service was good and the food was amazing. I had the pasta which was delicious and the calamari as well. Their drinks were good too. As always hotel food/drinks is overpriced but the food was worth it. The staff was attentive when I needed assistance and the location of the hotel is a few minutes from one Colorado which is the place to be for things to do. You can walk, Uber or drive.

I stayed here three nights for a conference at the convention center. Be aware that the convention center is a half mile walk. The rooms are clean but small, two twin beds in my room. Inconsistent room cleaning at best. The hotel is showing its age. There is no nightlife and there is no gift/convenience store. When asked staff direct guests to the AM/PM across the street. I won’t select this hotel again.