Best Western Pasadena Royale Inn & Suites — Hotel in Sierra Madre

Worst customer service at this hotel. If I could give it zero stars, I would. As soon as my girlfriend and I pulled into the parking, it wasn't even up to a minute, the front desk clerk working that night, Mr John G walked up to our vehicle, knocked on our window and asked why we were parked here and if we had a reservation. Which is already unusual and rude. I told him we booked the wrong hotel and we were trying to fix it. He asked when we booked it, we responded it was 5 minutes ago, he said it wouldn't be a problem and for us to get in touch with Expedia. And yes we did book the wrong best western, we were supposed to book the one next door. There are 2 best westerns right next to each other. It was a simple mistake and as soon as we realized it, we immediately informed Expedia in less than 5 minutes. But unfortunately Expedia informed us that they got in touch with the hotel management and that they refused to refund or change our booking to the right hotel. We were advised by Expedia to try to talk to the hotel manager ourselves to see if they would refund or change our booking to the right hotel. When we got to the front desk, Mr John G was so rude and unprofessional to us for no obvious reason. He kept asking why we didn't want to stay at the hotel and what was wrong with the hotel, and he would not answer any of my questions about speaking to the manager who he claimed told him not to give us a refund. His attitude was so rude and arrogant. The best western next door has the most friendliest, professional down to earth staff and that's why we keep going there. Customer service is number one. Mr John g had none. We were not refunded and neither did they change our reservation. Such a shame. I don't recommend this hotel to anyone in terms of customer service and don't book here by mistake. You won't...

As nerve wracking as it can be to stay at a hotel so far away from home, and with such an unknown on how to trust reviews, I cannot speak highly enough about this hotel. The check in was effortless, the woman who helped us when we got in after 11pm was kind and professional and got us situated right away. When we entered our room (318) it smelled so clean, even when it was a little humid from the AC being off. We popped the AC on and it went right to work cooling it down, very efficient AC unit. The bathroom was perfectly clean, the sheets and pillows totally clean, smelled lovely. The carpet wasn’t even a little dirty, walked around it with socks and socks were totally clean. The bed! King size and so comfortable. Absolutely no complaints regarding that mattress, it was breathable and firm without being too firm. My boyfriend and I have joint issues and had no problem at all sleeping soundly through the night.

We had plans our whole stay and so didn’t experience the breakfast, nor the pool, but I love that it’s included in the cost. The pool looked very clean from what I saw, but I didn’t go that close.

Parking was very available and we felt totally safe leaving our car there overnight, no issue. The only two things that were incredibly minor are that when the AC fan turns off there is a small “merrp” noise. It made me and my boyfriend chuckle each time, but never woke us up. And there is a bit of space under the door where the door weather sealing was missing, could see some daylight under it when it was closed. That should probably get repaired to avoid weather or insects coming in, but to be VERY clear, we didn’t have even a hint of any insects in our room.

I absolutely recommend this for your travels! If we come back to Pasadena, we’ll definitely be...

Wow! Where do I began. This is a first time occurrence and certainly hope the last. The employee at this location deliberately withheld my room type and downgraded me to a different room. I submitted numerous complaints to BW Customer Relations, submitted a review to the GM, Harry Monga and to my surprise, Harry Monga refused and did everything in his power to refute the facts as they were and denied any wrong doing on the part of his hotel staff. What is even more surprising is his lack of education. It was shocking that he does not know how to form full grammatically correct sentences. I had to remind him it is SUITE, not SUIT. Scary coming from a person who represents a hotel. Not too sure what are the educational requirements to become a general manager at this chain. I know nothing will ever be done but what I do want to do is educate the public. Since these hotels are individually owned and operated, if you feel that you experiencing unethical behavior, speak out, let your voice be heard. I am sure I am not the only one who has had unusual difficulties with this place. Contact Customer Relations. I am sure if they have enough complaints, they may have their contract to operate as a Best Western terminated. This goes far beyond having a general bad experience. These people are unethical. This GM and his employee are pathological liars. They do not care about its customers only how much money they can make. If you ever experience extreme unfairness from this place or any other independently owned hotel, make sure your voice is heard. Enough complaints will prompt...