Holiday Inn Express & Suites Pasadena - Los Angeles, an IHG Hotel

FABY _{on Google}

Mar 26th, 2024

Food & drinks: Offers buffet breakfast from 6:30 to 10:00 and coffee or tea 24/7
It also has a small store with various snacks and drinks but, like for accommodation, IT ONLY ACCEPTS PAYMENT BY CARD.

Maggs _{on Google}

Feb 16th, 2024

Woahhh I feel like Im in a run down motel in The middle of a third world country. I had a room change 5 minutes after checking in. The hallway on the 2nd floor smelled like strong mold and opened the door. Stained sheets, even stronger moldy smell, furniture chipped and stained. Im shocked. My new room had updated blankets and no moldy smell but everything is just torn apart. I slept sitting up. Disgusting. I stay at holiday inns everything one I travel and this was crusty.

J Diaz _{on Google}

Mar 6th, 2024

First, let me start off with DON'T STAY HERE!
I was informed by the Los Angeles County police that this is the MOST unsafe areas, and they weren't surprised I had issues. You might ask why I was talking to the police that is because during my stay, housekeeping went into our personal belongings and stole our personal possessions, which include medical equipment for our disabled child! There is no way you can shake this that doesn't explain unprofessionalism. In NO shape should ANYONE be going through our bags. Unfortunately, this is just 1 incident in a looooong line of things.
Upon check-in, I was spoken to in the most rudest manner and was basically accused of using someone else's card. This shook me from the get. There was no discussion of what type of room I would need, and no paperwork handed to me telling me how much I was going to be paying. I was required to fill out forms so they could CHARGE me for parking. Mind you, I parked in the legally marked handicap parking spot with our placard, which was uncovered and fully exposed to the downpour of rain. When I finished, I was not given directions on how to get to my room, just handed key card envelope with the key and room number inside. When I reached the room, it was not accessible even for us to enter with our medical equipment. I literally had to move a bench to allow us to enter the room. Once in the room, I discovered it smelt like wet dog. I immediately reported all the above issues in writing to never have the hotel acknowledge the email or handle the situation. They left us in that room for the entire 3 night stay. The room phone had no cord, which made calling down to the front desk impossible. I, in fact, had to call with my cell phone 3 times to tell them that the phone had no cord. I needed an extra blank to put down on the dirty floor for our disabled family member to be able to sit. If it hadn't been for the maintenance guy that came and fixed the room phone and helped move the bed we would not have been able to sleep safely nor have space to access the room for our disabled family member to eat, interact, basically the normal everyday life stuff. At the time, I was a God send. And it was trying to make the best of an incrediblely awful situation. It was only until on the 3rd night I discovered that wet dog smell was actually because the floor and wall were wet and more thank likely mold growing. For 3 days, we were in that room day and night with only to leave for a 3 hour span and for an ok breakfast, pretty standard warm breakfast. I also discovered the morning after our first stay that the rooms only window was left UNLOCKED and their was no screen and it opened enough for someone to be able to get in and out to the unnecessary balcony. The window was cracked even, and water was accumulating on the inside pane, which is what was probably seeping into the wall down to the floor. On our second day/night, I discovered that the phone STILL didn't work. No one could call into our room. Supposedly, the excuse is that there were messages and messages on the phone no one can call in. However, the phone didn't even blink that messages were there. The staff cleared Saud messages, and I had no clue what or who the messages were from. I showed the staff member that I couldn't even get the wifi to work on my computer. Without a working phone or wifi and a completely dead cellphone since I had been using the Hotspot for my internet access and my cord broke, we had no access to the outside world we could even order door dash for food for dinner. Which is why my family members were trying to call the room so they could dash us something. Unfortunately, when my sister called, she was met with the same hositiy i received during check-in, and the staff person refused to give their name and hung up on her. On our 3 thrid day of our stay I was told by the staff someone would come up and fix the wifi, they never showed! Housekeeping never showed this day as well!
I've been a long customer of Holiday Inn. However, after this experience, I am really rethinking it.
Rooms: Room was given a once over for cleaning but not thoroughly. Smelt awful like wet dog but more likely the smell was the mold accumulating in the wet wall and floor. Windows left unlock on guest check-in, window cracked and water accumulating on the inside with flithy. Floor felt disgusting to the touch. Phone won't work if there are messages and phones don't blink to tell you there are messages waiting. The wifi is none existing even though promised. There were cob webs in the corner and walls had stains. Housekeeping go through your personally belongings and take items! And they decided if they are coming to your room our not without any indication that they won't be coming. Room we were given could not meet our medically required needs for space but more importantly safety! We were also informed there would be a refrigerator that could handle frozen breastmilk and medications. There is no small freezer section at all!
Safety: The Los Angeles County police told us while we were making a report for items stolen from our room that this was the most unsafe area and they are called out regularly for burglary. Just next build/lot over was full of drugs and drug addicts. And the police are called to this area regularly. Had I known any of this I would not have stayed here!
Noteworthy details: While some staff is friendly and amazing the management does not address matters until completely escalated to the need of police. And no compensation. They even refused to recognize the IHG corporation and their decisions.