We recently stayed at this hotel for 2 nights. The rooms are large and the room was very comfortable. I love the barn doors (they look new) to separate the bathroom space! Nice touch! Mark helped us check in and he was more than professional and hospitable. he very kindly helped us with some issues in the room. The only reason I am giving this hotel average is because there seems to always be some weird things going on in the parking lost. Day and Night. Like I said we were here for 2 nights and both and even the times we were at the hotel before to start the day, weird activity going on. I do not think they were guests or even employees. Very strange and made us feel uncomfortable. Everyone person in our party of 4 noticed this going on.

I went on a quick trip to Pasadena for an Ed Sheeran concert.I booked this hotel because of how close it was to the Rose Bowl. I book in around 5:30 pm and from first impressions I was happy to see how nice the room looked until I noticed that the sheets were dirty. I didn't bother too much because I was running late for the concert and I had to get ready. I came back at midnight, ate and went to sleep. I woke up at 4 am due to itching on my back and guess what I find? BEDBUGS! This ruined my whole experience and the staff wasn't helpful when I alert them of the situation. I brought my own memory foam pillows and blankets and I had to leave those behind because I didn't want to run the risk of taking any of those creatures home. As soon as i got home I washed all my belongings and placed them in a trash bags in the sun. I tried reaching the manager through the phone twice but he wasn't available. According to an employee he shows up "whenever he wants to".

This was the absolute worst hotel experience in my entire life. We checked in on a Wednesday night/Thursday morning after our flight was delayed. Customer service was good. I had no complaints. Our stay was for Wednesday through Monday.

We got to our room to finally sit down. The shampoo had been used and the bathroom didn’t look like it had been freshly cleaned. The bathroom looked poorly taken care of with exposed pipes and a sloppy caulk job. The sheets also didn’t seem like that fresh hotel feel. I could tell something was wrong. I looked at my purse that I’d sat on the bed and a small bug was crawling on it. I immediately killed it before realizing what it was (an ant). Our rollaway bed was delivered for our 4 year old son and we all went to sleep (finally).

Thursday we left for the day to go to Disneyland. This was a very long day out! Upon returning to the hotel, the same water stains that was on our bathroom counter when we left were still there. We ate a late dinner, threw our trash in a bag, and went to bed.

Friday morning, we woke up to an entire ant farm!!!! This was only 5 hours after we had gone to bed. We immediately called the front desk and they offered to switch our room. We immediately changed rooms. We got to room number 2. We were happy to find the shampoo full (at least that was replaced) and the room seemed cleaner. On the way to this room, a member of our family was switch rooms due to ants as well. Their room was directly below our second room. They told us ants were all over their bathroom. We were weary but we gave it a shot since our first room was now covered.

Room #2 - tv did not work and there was a broken pipe in the bathroom sink that released a gas odor whenever the water was on. It was horrible trying to brush our teeth. On our way out for the day, we stopped by the front desk to request they re-clean our second room since we had to use everything, fix the tv and spray for ants. They told us the housekeepers were on lunch but they’d relay the message upon their return. When we returned that afternoon, all they’d done was replace our towels. No fixed tv and no spray for ants. We stopped by the desk to tell them nothing had been completed, but of course now the housekeepers were gone for the day. So we slept in room #2 Friday night.

Saturday morning we got ready and went out for the morning/early afternoon. They did work to finally get the tv working. Fine. We got back that afternoon to ants all over our bathroom. I went to the front desk to complain. By this time, the housekeepers were gone for the day. But of course. The rep said all they could do was offer me another room that had already been cleaned. They gave me an option of 2. I chose the one right over the office because I was confident they wouldn’t have ants all over the office. I asked for the spray to spray the room down myself before I moved all of our belongings for the THIRD time. They offered me the spray, I inspected the room and I sprayed it all down. I had only seen one ant.

Saturday afternoon, we moved to our THIRD room. This process was so tiring. We lost my husband’s tie in one of the moves. This was all unnecessary.

Sunday evening I asked to speak to the manager before they charged my card for the balance because there is no way that full price was warranted after our experience. The front desk informed me that they had already charged our card. He also informed me the manager would be in by 10am on Monday.

Monday when we went to check out at 11am, I asked to speak to the manager. I was told that he wouldn’t be there until the afternoon. They reimbursed us $51 for the ants. I was insulted.

This is a choice hotel. I expected way more since I’ve stayed at choice hotels plenty of times. This was the most horrifying experience. The hotel is infested with ants and they allow it to go untreated. The rooms aren’t cleaned well. The manager appears to be MIA for these reasons. Of course no one has reached out to me regarding my experience. This is such poor customer service.

I will NEVER stay here again, or any other choice hotels for that matter. And I’ve already started spreading the word.