This is a mixed review with a negative outcome because we expected a lot more given the type of luxury hotel that Langham brands itself as, and the importance we place on hospitality.

First off I will say that the grounds are beautiful and there's a lot to do such as tennis, a game area (ping pong, air hockey, etc.), and an award-winning spa. They also really speak to the pocket dog crowd - if you love to pamper your dog with spa treatments and a special dog food menu, this is perfect for you.

Like I mentioned above, Langham brands itself as a luxury hotel and people with quite a bit of extra income choose to stay there, and locals visit and spend the day there. So that's why my husband and I were so put off by how poorly we were treated by most of the staff, either intentionally or unintentionally.

They were (and apparently often are) extremely busy because they have a huge property that hosts multiple weddings, bridal showers, conferences, etc. The weekend we arrived there were 3 weddings, a baby shower, business meetings, a quinceanera and a sweet 16 stuffed into just 2 days! So if you're always so busy, hiring the right amount of staff is probably the most important next step.

The valet were some of the friendliest, most helpful staff but so impacted by the constant traffic that we stood in a valet line (no self-park options) for 5 minutes each time we arrived and departed. The front desk gave us an upgrade to a patio King room across the pool (very loud and lots of kids so I actually wouldn't recommend if you're looking for quiet and privacy, but it's good for families and dogs who like patios). Unfortunately, we had to call and get them to move us because there was a kid that had a tantrum for an hour straight and because of our adjoining doors, it sounded like he was IN THE ROOM with us. Be warned: these are very thin walls. Our dog couldn't rest and kept barking, and they had the nerve to call and complain about him barking as a result of their kid screaming and crying. So that was fun. In the end, we were moved to a room with two queen beds, when we initially had a King room before they "upgraded" us - so we weren't ecstatic about how that turned out.

We tried calling the valet desk, help desk/concierge, and front desk CONSTANTLY over the stay and the phone just. kept. ringing. They never picked up and when I left a message, they didn't call back. We couldn't get any assistance or any questions answered and their reasoning every time was that they were so busy.

Finally, restaurants... The food we ordered from both the late-night bar and the Terrace restaurant was pretty good but over-priced. However, we expected this and can't fault them for that since it's a pricey hotel. Even when not crazy busy and packed, we were forgotten about by our server and on separate occasions had to get up and go track someone down for the check.

When we went to the late-night bar, we ordered a few small bites and had a nearly full plate taken away when the server came to ask us if he can clear the EMPTY plates. Next thing I know, I don't see the full plate that we paid way too much for. The waitress sent the manager over and she was defensive and tried to argue with us, asking why we didn't stop him from taking the plate away. I didn't realize I had to keep watch over everything while trying to have a nice time and conversation with my husband. Finally, they offered to bring out a new plate for us to-go.

The final day we checked out early and tried to call valet to come to help us pull a dog and three large, heavy pieces of luggage but of course, no one picked up. We had to make several trips across an expansive hotel just to check out and load up the car. It sucked.

It's a convenient stay in Pasadena, a place I love to go out in and explore, but we just won't be coming back to this hotel because we can get a far better experience at a different one.