The Hills Inn Eagle Rock "Near Old Town Pasadena" — Hotel in Los Angeles

I don't believe in leaving bad reviews, but I felt compelled to after my horrible and scary experience at this property. I wanted to warn other solo women travelers not to stay here.

Last night, a hotel staff member at the Hills Inn Eagle Rock barged into my room at midnight.

I screamed. Then she quickly closed the door. But then she kept on knocking until I got up, turned on the light, and came to the door. She apologized and said it was a mistake.

But I lay awake for hours after that with my heart pounding. I have never had that happen to me or been so scared as I was staying at this hotel alone.

When I went down to complain to the manager/person on duty, I was told that there was nothing they could do for me.

She told me there was no general manager I could talk to, and she refused to give me a written report of the incident.

I would have liked to have had my room compensated, as I can't believe I've actually paid to sleep this poorly and be scared half to death at midnight. But she told me that wasn't possible. She then rather dismissively told me to contact Expedia if I was dissatisfied with her response.

I'm here to give a speech at a conference and I am so rattled and furious that I'm doing this instead of preparing. I'm having to escalate this with Expedia customer service. I'm outraged and appalled by the poor customer service and the lack of care about the security of their guests.

I would absolutely not stay here. Especially if you're a solo woman traveler.

Also, the bathroom door doesn't fully open all the way, so you have to close the door and turn on a noisy light fan to use it. You have to sit on the toilet sideways if you don't want to turn on a light with a noisy fan.

And...

For the past three years, I have stayed at this hotel twice a year for over a week each time because it is conveniently located near my children’s home. This year, I initially decided not to stay here and booked another hotel. However, due to the other hotel being fully booked, I had no choice but to return to this one.

Even though I booked through Expedia.com, I consider myself a long-time guest of this hotel. Despite this, when I requested a 30-minute extension for check-out today, I was told it wasn’t possible. This has made me decide not to return to this hotel in the future.

I had chosen hotels with breakfast included, but for three years, the breakfast menu at this hotel hasn’t changed at all. Moreover, after 8 a.m., staff do not replenish the food. The dining area is also so small that guests constantly bump into each other while trying to find a seat.

Additionally, the room has an overpowering smell, which is extremely unpleasant. While they try to ventilate the space with a large fan and an open door, the smell remains unbearable.

Overall, I’m very disappointed with the lack of improvements and the poor customer service. I do not plan to stay here again.

They mentioned that records of my past three years as a guest have been lost. Even if the ownership of the hotel has changed, this is unacceptable. Other hotels often have reward systems in place, encouraging guests to return, but this hotel offers no such program.

The outright refusal to grant a mere 30-minute late check-out is a small issue but a significant gesture that demonstrates how little they value long-time guests. Losing loyal customers over something so minor reflects poorly on...

This staff clearly does not care about their guests. The customer service is awful and unprofessional. We were taken aback when certain guests were greeted and others were ignored. Working in hospitality for 8 years I recommend the staff consider how to treat guests or more importantly how they would like to be treated. Their tone and speech is not welcoming or inviting. Overall, the customer service is less than subpar. When you need assistance or have a question. Especially after 5pm a sign on the window states Be Back In 10 Minutes. This is never true. My daughter and I actually waited 27 minutes for an attendant to return to her post. See did not apologize for her tardiness. Jocelyn was rude and totally unprofessional in her demeanor. In addition, Emily one the the managers is dishonest and my family and I are extremely bothered by her discrepancies. She makes mistakes and blames the staff. Speaking with her became unpleasant. Her coworker confided in me, and told me of a discussion Emily had about my family and I. She was dishonest and condescending. For these reasons and more, I can not recommend The Hills Inn. The customer service is deplorable, highly unprofessional, mean spirited and non caring. If you're expectations are excellent customer service, a good breakfast and considerate staff. This is definitely not the...