Embassy Suites by Hilton Arcadia Pasadena Area — Hotel in Arcadia

What can I say? Worst stay ever, Hilton has really gone to 💩🚽. The room was very old, dingy, and I had no Netflix no HBO no premium channel except for Showtime, but the TV kept rebooting so you couldn’t really watch the commercials, which is all that was on without it going on and off, it’s time for Hilton to upgrade. Not only that the hot water the next morning while I had cream rents in my hair ran completely cold gave me the frayed of my life and was so uncomfortable. The first night I went downstairs to get a cup because there was no paper cups in the room and they wanted to charge me for them could not believe that after a little dispute I got them, I went to get a chamomile TeaBag when the gentleman said that will be five dollars at first I thought they were joking but no, they charge $5 for a teabag. The pool looked like it’s really hot and being chlorinated ever had the screen lock about it like sewage on our room was never cleaned. Apparently you have to request your room to be serviced so I did it on the third day because we needed some trash taken out and I needed some fresh towels. I’m not a horrible picky customer however you know after three days. We all need some fresh towels and the smell of the trash to be taken out so I requested the night before and the next morning when I left only to come home and see that I had not been serviced, the maid came up at 8 o’clock that night with some towels that was it no coffee refill no and I love a coffee in the morning anyway we left early even though we had paid for that night we couldn’t wait to get home so I comfortable bed. Oh yeah, that’s another thing the pillows where horrendous they look like they’ve been a pillowcase had been stuffed with a little tissue. Honestly, I mean it I should’ve taken a picture it was horrible. Worst stay ever…. . The difference this week , we are in the Marriott at La Frontera and round rock on believable not only is the room beautifully decorated with plenty of coffees and teas but also the happy hour and breakfast is incredible. You have a choice of all cold meats, cheese, all kinds of delicious, baked goods, all kinds of cereals eggs, bacon scrambled eggs, beautiful coffee machine that has cappuccino latte mocha chinos should I go on beautiful room with all the sports on every TV there might be five or six TVs in there. You can have coffee and tea at any time of day with several choice of snacks. The room is up kept as soon as you leave. Pillows are perfect water flow is perfect management are checking on you while happy hour is going on, help yourself to any kind of beverage as well as chicken and rice pasta. Again, lots of baked goods, cold meats, several treats, all kinds of beers and wines. And all for the same price where would you choose to stay? I mean there is absolutely no comparison. We are done with Hilton Hilton unless you left your standards you are going to lose...

I would like to share how one employee can ruin a reputation of a hotel. On Tuesday evening (March 14), we arrived at this hotel. I had booked this hotel through Chase Award. The gentleman at the front desk took care of my check in with no issue. He was very friendly and helpful. We got to our room on the seventh floor, but unfortunately, it was the wrong type of room. I had requested in a month advance for double queens, but what we got was a king sized room. So I called to the receptionist, and the female who answered and expressed my concern. This was her response: “Since you booked third party, we couldn’t see the type of room you requested.” I didn’t complain more. However my cousin complained that she could smell bad body odor in that room. Before I came to this hotel, we spent our vacation in San Francisco for 3 days. I booked the hotel (Sonesta) at the same time (Chase awards) I booked with this hotel, and the Sonesta employee informed me that they upgraded our room with a better one. So you can figure it out how this hotel employee lied to me. Most of the time of my travels I used third party and never had any issue with the room I booked. My friend who checked in to the hotel a day before me had an issue with one particular female employee named Alex. My friend suggested that I talk to the male employee. So I showed an email to show that I booked for double queens to male employee named Johnny, who was incredibly helpful, and within 5-10 minutes, he found us a room with double queen beds. I understand It at that time the hotel was really busy. While I was waiting for Johnny to look for another room, the female employee named Alex helped another guest. I couldn’t believe what I heard how she mishandled this lady who requested if she can get a different room because she was concerned for her toddler. I don’t know exactly the issue was, but she said “We can refund your money, no charge and you can find another hotel.” I couldn’t help but react to this female employee, I told her; “How could you say that to a guest?” Instead of trying to find a solution, she didn’t care about the hotel guests at all. I added, “You are a bad representative of this hotel.” This is what she said to me: “That’s okay.” That’s when I asked for a manager, but there were no managers to be found. Even when I checked out from the hotel at 11 am, the manager never showed up. Overall, I am happy with the rest of service of the hotel, especially the lady (very friendly) who managed the guests during breakfast. When I asked for water, she went out of her way and even went inside the kitchen and brought a water bottle. Anyway, if you go to this hotel, avoid Alex. She’s...

Both TV remote batteries were dead upon arrival. The clock was set 10 minutes behind so it almost made me late for my initial reason for being in town. When house keeping cleaned they took all our towels without providing replacements and I didn't realize this till I went to shower. That was frustrating. The made to order breakfast and managers reception was no longer happening "due to COVID" Why I always choose to pay a bit more to stay at Embassy Suits. SO I paid more and got LESS. What was really funny was the reasoning...."To social distance." Yet thy still served a continental breakfast and allowed guest to sit. Also, their in house bar was open for orders and seating. SO to me the hotel just used COVID as a reason to charge the same and provide less expected amenities and probably lay the cooks off from work. If they required guest to grab and go with the continental breakfast and not have their bar pen I wouldn't complain because they then validate their reasoning. Later on in my week long sty I went to use the jacuzzi. Again... something I like to filter when looking at a hotel. Well when I went to use it, I found that it extremely dirty. This was like a dirty that occurs over a long period of time. You can find my photo on Yelp. When I told the front desk they said they would clean it the following morning. SO, the next evening when I went down to use it, I thought it would be clean... NOPE, still dirty, and now it was roped off with a closed sign. Last but not least. I tried to check out using the app at 3am because I had a plane to catch. The app told me I needed to go to the front desk to check out. Okay, so on my way out I swung by the front desk to do just that. The person manning the front desk said I couldn't check out at that moment because the computer was having issues and he needed to reboot it. He said he would check me out and it wont be an issue. Two hours later prior to boarding my plane, I open the app to see that I am not yet checked out. So I called the hotel again, and he said he still wasn't able to check me out. So at the sake of a last minute attempt to not be charged a late check out fee, I had to call Hilton customer service. After finally getting through to a rep, he found that I was already checked out. Gosh ohhh mighty. The whole week was such a frustrating experience. I will never stay and I will advise other travelers to avoid this place. The only gem during the whole stay went by the name of Breanna(front desk check in). She was super friendly and just an awesome person. I wish more people...