Hilton Garden Inn Arcadia/Pasadena Area — Hotel in Arcadia

PROS: -overall nice feel -clean room -comfortable bed and pillows -has a laundry facility -has a gym on-site -lots of parking

CONS: -theres a charge for “premium” wifi -if i’m already paying for a nicer room, why am i expected to pay an extra $20 for usable wifi? their free option is terrible. extremely spotty. my phone’s data was a better option. -halls are so noisy and you can hear conversations in other rooms nearby -guest parking faces a very large and open street so it isn’t really the safest. -room door would get stuck. we would have to push really hard to get it to open even though we used our key and the light was flashing to say it was unlocked. -shower did not work -one of my friends is a plumber, i talked to him about this and he said that it wasn’t possible to be fixed overnight because home depot’s closed so they wouldn’t be able to get the necessary parts to fix it. i explained this to the front desk and they said “... are you sure?” we said yes and then asked if there was a different room we could move to. she said there wasn’t because they were booked to capacity. -staff was unaware of how to connect streaming devices (both apple tv and google chromecast) -front desk kept reiterating that we need to connect to the wifi and it would take us to a browser. we told him that being redirected to a browser is not an option for a tv streaming device. he said that we just needed to keep trying. my friend said that we could try as much as we wanted. apple or google wasn’t just going to add a browser to it just for us. AND THEN HE SAID (here’s the kicker for me) “well it worked for me.” we asked if he’s connected wifi to an apple tv. he said “no, i connected to my laptop” WELL OBVIOUSLY IT WOULD CONNECT TO A LAPTOP. A LAPTOP HAS A BROWSER OPTION. YOU COULD HAVE A MILLION BROWSER PAGES OPEN IF YOU WANTED TO.

-the phone number for customer service was a joke. -we called the customer service phone number on our key card. literally labeled as “customer service.” at first we spoke to a pre-recorded message and were pressing numbers for different options. we picked the option of “something else/speak to an operator.” but for some reason, we were directed to their booking/reservation line. then we explained that we called a customer service number so we didn’t understand how we ended up with “booking and reservations.” that person also didn’t know so we were left extremely upset and confused.

OVERALL: would not come back. would not recommend this to anyone. we expected to be here for 3 nights, but ended up checking out the next day.

-checked in at a different hotel and the MAID (not the front desk, THE MAID) said that a larger hotel like the Hilton should have offered some sort of compensation for such a bad experience or even just a room switch for the shower issue. i told the maid that they were booked to capacity and she says “no, my friend works there and she says the computer that use for booking shows that there’s lots of space. they...

Husband booked the hotel through Hilton’s website, and used the advanced pay option. When I went to check in, I was told we needed to pay nearly $1000 to include the security deposit as well. When I told the manager that we had paid in advance, he told me there is no such thing at Hilton and that my husband must have booked through some third party - and it’s on us too sort that through with the bank. Sent my husband in to discuss it, who showed him the online receipt we received by email, and the manager told my husband he’d need to call customer service himself if he wanted to resolve it. We have a small toddler who was ready for bed, and it was late at night, so you can imagine that these extra and unnecessary shenanigans did not contribute well to the overall stress. ||My husband called the line and was told he’d have to try again the next day as they were closed, and at this point our check in time had now been an hour long. My husband was able to resolve it himself the next morning with the customer service line, with no help from the front desk, and have the additional charge of nearly $1k removed that was placed on our account by this location. It was disappointing and frustrating that a hotel chain that has always been smooth and pleasant made us feel like we were inconveniencing them by not agreeing to an additional 1k charge. We were treated like Advance Pay was something we just made up, when that is an option Hilton clearly offers, and in theory should have made check in even easier!!||Additionally, the hallway and room had a smoke smell, and it was the dirtiest Hilton we’ve stayed in, with stains, odd patched damage in the shower, poor water pressure and drainage, with the tub filling into nearly a bath when you tried to shower, and obvious grease on the drawers and kitchen area. I shouldn’t have to Lysol wipe down the room to clean it before feeling safe to have my toddler there. As a Hilton Honors member, Hilton has been great or exceeded expectations in all the other stays we’ve had around the country, but this experience made us reconsider using Hilton (and definitely this location) again. Honestly, this hotel location compared to others we’ve stayed in, felt like a budget hotel but with the Hilton price tag. ||The extra point is only for the fact that the Arcadia/Pasadena surroundings were lovely and a safe place to stay for the duration of the trip to LA, which has little to do with the hotel itself, and due to...

This was my worst experience ever at a Hilton Hotel. I was checking in late, and I tried calling ahead but no one answered the phone. When I arrived I could not enter the building and I tried calling again and even knocking on the door and still no answer. Luckily I was able to use the mobile check in and use the side door to enter the building. Then when I got to my door, I used my digital key to enter and found someone was already in my room. I finally went downstairs and made some noise and finally some dude who looked like he was asleep finally came out to help. He then spent some time trying to figure what happened and he had made the error to assign someone to my room. Then the other party appeared and he was going to force them to move out and give me the room until I told him no. I want a new room because they're already set up there and used the bathroom. He realized this and finally decided to give me a new room that was supposed to go to the other party. Then when I got the key and went to the new room. This room was not clean. The sheets were up on the furniture and on the table and towels still on the floor in the bathroom. It was ridiculous. I had to come back down again and ask again for a new room. He begrudgingly gave me a new room like he was annoyed with me for this situation. This entire process took over an hour before I was finally able to get a real, clean, and ready room. After complaining about this experience to him, I asked him to refund the points I used for the reservation, and he said yes that he would do that. Then the next morning, the new lady at the front desk said he wasn't authorized to give me the points back. Obviously I didn't know this and no one has reached out to me since to compensate for this awful, disrespectful service. I got a free breakfast though, so...