Residence Inn by Marriott Los Angeles Pasadena/Old Town - Hotel in Pasadena - 21 W Walnut St, USA

We rented two king studio suites for a family event. The room was exactly as we expected, roomy and efficient. Bed was decent but needing better mattress support, although it did not prevent a good night's sleep. We are loyal Bonvoy members and were generally happy with our stay.|HOWEVER. The Bonvoy reservation states alternative day house keeping, but during our 6 night stay we only had one visit by housekeeping. After checking with front desk I was told housekeeping is only every third day. They insisted my reservation confirmation was wrong even after I showed them the actual email. Someone needs to pay attention.|Also Pasadena's homeless problem is evident in front of the hotel. Better attention needs to be paid to this by hotel security. Like clockwork during breakfast, trees in front of the breakfast room were used as a toilet. |We'll be ack in two months, hope to see some changes.

This hotel was perfect for our Rose Bowl experience! We stayed in the one bedroom and it was plenty spacious. The couch bed was the worst part of the trip, I'd give it ZERO stars if I could. But I had to sleep there with no other options. If you can, opt for a 2 bedroom.

No A/C; room was full of noisy fans. No bar. No restaurant. Mixed service levels from the front desk. Rooms are functional. Cut a deal to check out early and find a different hotel. Far better choices close by. Reviews show the AC issues have been going on for months without resolution. Gym is good.

Amazing location and very very clean. The housekeeping and engineering teams do an awesome job. Location is wonderful. But the front desk staff would get negative points if possible (except for Elizabeth and the young woman with the septum piercing who both did a wonderful job). The gentleman who works afternoons/nights is one of the most curt, apathetic, unhelpful staff I've encountered in my many years of travel. I was planning on regularly booking with RI for work trips, but after problem after problem, I'll look elsewhere. Oh and a light bulb popped and the whole room smelled like burning plastic and soon-to-be electrical fire for 24 hours, but front desk staff were completely unconcerned. Two light bulbs actually ended up going out during my stay, but luckily only one smelled like the building was about to burn down. Only stay here if you plan on bringing extra light bulbs and interacting with no one. Is great for folks with dogs, though.

I only gave 4 stars because at breakfast, the egg option was hard boiled - they were inedible due to the excessive cook time. I know it's a free breakfast, but those protein options are horrible. The room was fine. Everything seemed pretty new, and the shower was quite large. I was in room 224, which has a view of the pool. I was only there a short night, so activity at the pool didn't exist, but I could see how, at a busy time, it might get loud. Trying to draw the privacy curtain was a challenge due to where the desk/TV stand was positioned. Room was nice and clean, I didn't hear much noise and the bed was ok.

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. Shame on you!!!!

Stay away ! Services = 0. Except the Manager no one was helping at all and they were rude. Family of 4 and the room they gave us had space only for 3. Our 2 teens were not fitting in the Sofa bed. We needed to insist so hard to have a regular space for 4 as we paid for it. On top They over charged us around 100$ on the final for parking night we Never used. Being Elite Gold member, this is not the quality of a regular residence inn. We are used to Mariott we will never be back in this hotel again.

We have made 4 stays of a week or longer, at this hotel in the last 8 months. We won’t be going back. The problems that existed 8 months are still not fixed. This trip included 2 nights with no air conditioning. 1 night with a false fire alarm. 1 non working elevator. Their solution to no air conditioning was a box fan. They did nothing to make things right either. I could go on, but find another place.