Residence Inn by Marriott Los Angeles Pasadena/Old Town — Hotel in Pasadena

Short story: Don't stay here, not safe!

Long Story: 5pm-ish: When we First Checked in, we had asked Maggie (the Closest to a manager) the person who checked us in, if it was safe to park our car in their parking structure in which we would gladly pay for. Her response: "oh yes of course, we have 24 hour video surveillance and its a very safe place".

As soon as I walk into the room everything seems fine. nice layout. I put down my daughter (1 year old) to check out the closet and dressers(we don't have our luggage up yet). My daughter is halfway under the bed, PUTTING A PLASTIC BOTTLE CAP IN HER MOUTH!! After I get her, only to find out that the upper drawer of the dresser there was a dirty washcloth full of blue stains and crumpled up trash in the dresser. Okay fine, so the housekeeper forgot a few things(ehh I am a mom of a 1 and 3 year old, I understand) nothing happened.

Later on at night, my 3 year old son needs to take a shower. I turn on the water and it wouldn't stay to a warm temperature, my husband was able to find a comfortable temperature for him just in time to shampoo his body and hair, then it turns freezing cold. My 3 year old son had to take a shower in the cold. I called the front desk their basic response is: there isn't anything we can do about it until our engineer comes tomorrow after you check out, so good luck. I did the best I could and took my daughter a bath in the kitchen sink. My husband and I took cold showers that night as well.

I killed a couple mosquitoes in the room. Went downstairs with my daughter in my arms, to tell them, okay they wrote it down. So the hotel is new, and its working on its kinks...okay.

So after dinner I pull out the sofa bed, the sofa bed has a note saying the sheets are located on the top corner of the closet. nope just a pillow. So I called again, after 15 rings, they answer. okay its still a new hotel. ehh okay at this point I am dead tired from being driving up to LA from San Diego in traffic, High temperatures, cranky kids.

Next Morning, 5 am found out my phone battery was dead and the charger was in the car. Went to the car and everything from the center console is gone, charger wasn't there, neither were the keys my husband had only for work. At first I figured my husband took everything out and ill just ask him when he wakes up, after all the change is still there and nothing else looks like anything was touched. WRONG! Husband woke up to check on the car when I told him, Keys, Brand new air mattress, chargers, camera, notepad, owners manual. all was gone. When I told the front desk and asked if they can check their cameras, Nope. No such thing as surveillance in the parking structure. We were lied to the minute we got there,After the whole family missed breakfast because we were calling insurance and waiting for the police to come we missed half of our event we were engaged to.The whole reason why we stayed at the hotel, and my family paid the price with their time off and our kids were stolen of the good time they were supposed to have.

After all the police report, eating a very late breakfast, when we talked to the same manager, Maggie. She told us there was nothing she could do for us other than waive the parking fee. absolutely nothing. I was angry but never raised my voice neither did my husband. While we were talking to her and explaining how upset we were, that i feel I shouldn't have to pay 230 dollars for this type of night, she wails and runs to the back to cry. leaving us at the counter in awe. What kind of hotel Manager/ employee goes and cries leaving customers there? I am sorry I work in the public service sector and in no way do we ever leave a customer to tend to our emotions arising from work.

Still waiting for the call back from customer service. I'll update if all...

Front desk staff continued to check-in guests on a 100 degree day with their AC's broken and gave absolutely no notice to guests that AC's were broken. As I checked in, I heard front desk agent explain over the phone to another guest that the AC just needed some time to get going and cool the room down, so I took a mental note that my room might be the same so I told my husband we need to turn on the AC as soon as we get into the room and go to the pool for an hour or two while it cools down. We got to our room and it was a MILLION degrees so we turned on the AC and went to the pool expecting the AC to just need time to cool the room down. Came back up to the room 2 hours later to the exact same temp in the room, unbearable! (I have 3 children by the way, including an infant) At this point I call the front desk to ask if the AC is broken, the guy tells me no its not broken but he can send up a portable AC for my room. I say YES PLEASE this is unbearable. We wait 45 minutes, no AC so we decide to walk to dinner and before we left I went up to the front desk to let them know we could not stand to be in the room so we were going to dinner while we wait for the portable AC to arrive and get set up and I also gave them permission to enter while we were at dinner. Front desk guy said ok thanks for the notice. Came back from dinner (at this point its 9pm, all three kids bed time) and there is no AC in our room. I went to the front desk and they told me that there were no more portable AC's and that they could get me a BOX FAN. At this point I'm livid, because the only reason I didn't panic and demand a portable AC the second we arrived was because the front desk was telling everyone to just wait it out, the AC would get going and cool the room down but that was a complete lie and now my family is screwed because we apparently waited too long to make a big deal about the AC and now they had all been given out. The front desk agent apologized and offered a discount on the room which was a laughable solution since I wasn't even paying for my room, it was paid for by. my employer and we just needed to be comfortable. I would have let this go but I can't get over the fact that they CONTINUED TO CHECK PEOPLE IN knowing their AC's were all broken and that no more portable AC's were available. No notice, no "Hey just FYI our AC is broken and we have no portable AC's left, do you still want to checkin? " I watched another poor family with a newborn baby check in as we left with all of our luggage at 9:30PM with half asleep kids that had to be up at 7 am for a youth football game. Thankfully, there was another room at another hotel available just a few miles away and we ended up leaving and sleeping comfortably but for as nice as this hotel is in the lobby, I'm shocked they think its okay to run a business like this....

Arrived to a suite that was over 90 degrees because their AC was broken. There was no initiative from the hotel staff to move us to a different room before we checked in despite their ability to see the temperature of individual rooms from the front desk. We had to first check in, recognize the problem, communicate it to the staff by phone, wait in line again for them to transfer rooms, and move our luggage, crying infant, and overheating dog. They finally moved us to what they said was an equivalent room but turned out to be a smaller room. We gave up at that point as we were exhausted after driving since 6 AM.

On the second night of our stay, the AC in our new room stopped working. When I went downstairs to report the issue to the overnight staff, they first offered a portable BOX FAN. I kindly declined because I knew from overhearing conversation with other guests, that this hotel has multiple portable AIR CONDITIONERS. I had to specifically request for a portable AC because I don't want my infant to overheat (a risk factor for sudden infant death syndrome). They didn't even offer to switch us to a different room with a functional AC despite knowing we had a baby and a dog.

My partner asked for a second portable AC because we had a single suite with 3 adults, an infant, and a dog. Front desk said they would work on it. On her way back, she overheard the maintenance team state there were several portable ACs on the 4th floor but then the same front desk clerk told them to only give us one because it was "overkill".

In summary, this hotel has recurring issues with their air conditioners and according to one worker, up to 90% of their ACs can be non functioning at a given time... Be careful when booking in the summer. But on top of this facility issue, the staff is under prepared and lacks the initiative to address this known issue. At best, they are incompetent and at worst they are deceitful and stingy about providing guests with their resources... Highly recommend booking anywhere but here...