Courtyard by Marriott Los Angeles Pasadena/Old Town — Hotel in Pasadena

I was told there was breakfast when checking in. I came down in the morning to discover that the breakfast was double the price of a breakfast just down the road and it was so disgusting I could not even eat it. This was very disappointing on many levels. I felt cheated, exploited, not to mention hungry. Secondly, I was told due to Covid, house keeping would be limited to Friday unless I requested it. I checked in Thursday, so Friday was unnecessary. Staying Friday night and Saturday I was out of towels, soaps, and the bedding was thoroughly sweated through. I decided to stay another night which required me to book online for whatever reason the front desk had in mind. Inconvenient. After booking online, I had called the front desk and informed them which they said I would need to come down to exchange the key. This I understood, but it would’ve been nice to know this prior to online surfing and back and forth calling. I imagine time would’ve been better used to take care of this all in the same place and time. Regardless, I decided to begin my morning by grabbing my key and leaving. I thought this would be a good opportunity to request my room to be cleaned. The lady at the front desk responded to my request in a fashion that was in an effort to shame me and belittle my memory of the Covid experience. She said it was only available on Fridays. Now, I know this was the case as per my check-in, but many days has passed and I never requested before. Not only was I in need of many items, including tissues which were alarmingly sparse and wet for some reason, but I did recheck in without her assistance. Which if I didn’t stay in the same room I would have had a fresh room with all of this inside anyway. Besides my reasoning she was adamant to deny my request. Even to the point where she made loud remarks referring to my insensitivity to the Covid crisis in order for the other guests inline to back her up or something. This bullying tactic was very disturbing. I repeated my issues and she had me leave by saying all she can do is put in a request with housekeeping. So now for the entire day away from the room, I had to stress about my interaction and worry if I would have clean towels and soaps to shower and a clean bed to sleep in. I booked this place for the nice amenities and I didn’t realize they were hidden behind stinginess and authoritative abuse. Great amenities to be enjoyed. Just don’t expect anything complimentary and don’t expect...

This hotel was pretty disappointing. First, the layout is very confusing. It took us a long time to figure out how to get out of the parking structure and into the lobby (as we were rushing to check in before a wedding). How are there no clear signs on where to go from the parking structure?

Second, we had a really disappointing customer service experience. There was NO signage whatsoever on the cost of parking at the hotel. I was delighted going into the parking garage, because I suspected it might be free since there was no ticket dispensed. As I walked through the parking garage the next morning, I saw a woman working a ticket booth, and asked her if we were supposed to get a ticket. She said yes, and advised us to pay $6 for a lost ticket. We did. Sadly, she misunderstood us when we clearly said we were staying at the Marriott, and we later found out we would have to pay for a ticket from the MARRIOTT to get out of the parking garage. She could not refund our $6.

We go back to the Marriott to explain we never got a ticket and thought we might need one to get out of the parking garage. We told them we paid some machine $6 for a ticket based on misinformation. With no explanation, they added a $19 charge to my room bill. When I asked for a ticket to get out of the parking garage, they said "oh, you don't need one it opens automatically." ARE YOU SERIOUS? After we went through this debacle and did the honest thing and went back to the lobby to ask about parking and tell them we paid the parking tenant $6, you are going to charge us for parking when a ticket is not even necessary to get out?

I get that this is simply the charge for parking, and we technically did owe them this amount, but I think it's REALLY bad customer service to ask for this when we were clearly totally confused (due to their lack of proper signage/information), had to pay someone else, and could have gotten out with no ticket anyway!!! I felt really nickeled and dimed, like Marriott could not care less whether we return to their hotels. It would have spoken volumes if, recognizing the mishap and confusion this all created, and the lack of information they provided on parking, they had told us to not worry about paying for this. They made $19 off of me, but lost hundreds in potential future stays at...

The hotel is in a nice location with lots of bars and restaurants walkable. The Residence Inn is across the street. We traveled with family and had 4 rooms. We were told at check in due to the Titanium status, our 3 rooms I reserved would all get a $10/person per day food and beverage credit and that you had to use it that day - no rollover. When we checked out, the parking charge was there($35) but no Food and beverage credit. Downstairs I went to talk to the front desk. They said they could do nothing and I would have to talk to someone who was not there. Frustrating that you know you are suppose to get the benefit, but now have to fight for it. (we are Titanium)||Then, one of the rooms was not ready until after 4 pm. We walked into it and the scent was awful. (they never should have rentd that room) We figured it was like Glade and would disappear in a little. We showered and left for dinner and a walk around town. We came back and the smell was still there. Thought oh well, we will open the door and it will go away. We could not sleep. I began with text to the front desk at 2:30 am. No reply. Tried to sleep and my head hurt and my respiratory system was affected. Still awake at 3:30 am so put clothes on to go downstairs to change rooms. They said they were sold out so we had to stay. 7 am went downstairs to get out of the smelly room. (I had a lot of time to figure out what I thought the smell was and I think they shampooed the carpet and it left a horrible smell.) I talked to the front desk person and they said since they were sold out, we could not change rooms til 1 pm. We had to leave at 11:30 for a family bday party and so we packed up and put our things in a fam member's room. We did get another room when we returned at 6, I did not feel they were apologetic about it at all. I did get a message on my app the following morning (Monday) and spoke to the Director of Operations. I did not think we should pay for the night in the smelly room and I wanted the Food and Beverage credit. She gave us 1/2 off the room and the Food and Beverage credit. Why should the guest have to call to get the Food and Beverage credit? (this happened last time we stayed there too ) Most of the staff are very nice-...