James D.
Yelp
Made a reservation over the phone, including providing my credit card, but when I arrived, the woman behind the counter said there was no record of the reservation. She said she suspected I called another hotel by mistake. Gave all my info again, which made the check-in take much longer than it should've (also made me nervous another hotel was going to charge me for not showing up).
The following morning, I got a call from the front desk at 8 AM saying I was "a no show." I called back and told the clerk (the woman I initially made the reservation with) what room I was staying in -- turns out she had misspelled my name and the clerk the night before hadn't been able to put the pieces together? During this process, I realized that the 1990s desk phone in my room did not work. It would ring, but when I picked up the receiver, nothing happened and the phone would just keep ringing.
Then I took a shower, and the steam set off the smoke alarm - which had no reset button and had to be removed from the ceiling?
The second night of my stay, I woke up at 2 AM because drunken guests in the room next door were laughing and talking at the top of their lungs. I called the front desk and asked to be moved to another room. I had to pack up all my stuff and take it down the hallway, ended up taking until 5 AM to go back to sleep.
When I checked out, the woman at the front desk (the one who misspelled my name) did not offer any sort of discount for the trouble of losing sleep and relocating rooms in the middle of the night. Just handed me the full bill without any sort of apology or acknowledgement of the trouble. When I asked if she could knock a bit off the bill, she refused and told me that because I changed rooms, they would have to clean two rooms (like that was my fault) and that "they couldn't control everybody" that stayed there. It's only their property that they're charging people to stay in, but I guess they have no responsibility for the quality of their stay? She also said I had gotten "a good rate" -- $150/night, which is a joke for this experience.
I didn't ask for the room to be gratis. Just SOMEthing for the trouble, a goodwill discount of ~$50 so everyone could walk away feeling they'd been treated fairly. But at the end of the day, the most important thing to the stingy, greedy clerk was for me to pay in full despite them failing to deliver a half-decent experience - in a variety of ways.
Businesses should be profitable, yes, but they also should be FAIR. Not only for their personal long-term gain, but they should have a responsibility to treat customers with a sense of decency and respect. This place is overall disorganized and pathetic. Would not recommend, especially as it's only slightly cheaper than REAL hotels in the Pasadena area -- especially if you're a AAA member.