Embassy Suites by Hilton Arcadia-Pasadena Area

Emplacement

It was clean and comfortable

Great location, next to everything in the Pasadena area. Very nice breakfast with lots of variety.

Great open feel

Breakfast was excellent. Staff very pleasant and helpful. Good value for money.

It smelled like cleaning supplies had been in my room which was refreshing for me nowadays I know for a fact the maids are not cleaning the rooms it’s pretty scary

I felt safe, good area.

The room was clean comfortable. The breakfast selection was great and the hotel overall was very nice and well maintained.

As a long time Hilton Honors member, I cannot recommend this location at this time (we had a good stay here three years ago):

Room - Despite maintenance efforts to make it work, the HVAC did not blow cool air into the bedroom. The room could only be kept cool when the door between the bedroom and front room was left opened (defeating the privacy reason we go to Embassy Suites).

Bathroom - The light/fan never shut off. The sensor switch on the wall did not turn off the light/fan when pushed and it did not shut off on any timer.

Room Service - Every day the room was made, the dirty towels were taken, but clean ones were never left. Each evening/night we had to go to the front desk and request towels. We received a feeble explanation that there was a towel shortage, but that does not explain why they could not replace the towels they took from our room with clean ones - one for one should not be affected by any shortage.

Breakfast Service - The seating area is woefully inadequate and cramped. The foodservice areas and beverage areas were not kept clean (as in other Embassy Suites) or stocked. Food ran out frequently and there were long waits for replacement items. Same story on beverages. The apple juice dispenser had black electrical tape covering the nozzle, leading to the conclusion that apple juice had been on order for some time - also leading to questions regarding hygiene in the use of black electrical tape on the dispenser nozzle.

Flies - the entire lobby area was filled with flies. They were prevalent in the breakfast area, the restaurant and the bar area. They made these areas disgusting. Even away from the food, the small seating area by the lobby had many flies. The flies made being in the hotel common areas very unpleasant.

Common Area Bathrooms - there are only two small bathrooms in the common area on the first floor. The men's one by the restaurant has a single urinal and two stalls, the men's room by the event rooms is the same. Both of these experience high traffic. Every time (after breakfast, middle afternoon, after dinner, and late night) I went into these bathrooms, they were filthy and not maintained.

We stayed at this Embassy Suites Friday and Saturday night, and unfortunately this was one of the worst hotel experiences we’ve had.

To start, our room was not even ready at the advertised 4:00 PM check-in time. Once we finally got into the room, the condition of it was unacceptable. The furniture was visibly stained and so dirty that we did not feel comfortable even sitting on the chairs. I have photos documenting the condition of the room.

The worst part was finding two cockroaches in our room. After finding the second one, we had to pack up our belongings and switch rooms at approximately 12:30 AM on Saturday night. Having to relocate rooms in the middle of the night because of a pest issue is completely unacceptable.

The replacement room was also not equivalent to the room we had booked. Instead, we were given a room with one bed and a pullout couch—and the pullout couch was once again extremely dirty and heavily stained. At that point, we had already spent one night in a filthy room with cockroaches and then had our second night disrupted by being forced to move rooms after midnight, only to be placed in another room with visibly dirty furniture.

The hotel refunded one night, but I requested that both nights be refunded given the circumstances. They refused. I do not think asking for a full refund for a two-night stay is unreasonable when neither night provided the clean, sanitary accommodations we paid for. One night was spent in a room where we found cockroaches, and the other was interrupted at 12:30 AM because we had to relocate due to those conditions.

I understand that problems can happen at any hotel, but cleanliness, pest control, and providing a sanitary place to sleep are basic expectations. The way this was ultimately handled did not adequately reflect the severity of the experience.

I would not recommend staying here, and I would strongly suggest checking your room and furniture carefully upon arrival.

Staff /Breakfast

breakfast