Holiday Inn Express & Suites Pasadena - Los Angeles by IHG

Reviews

• TN

  The Local Nibbler

  3 days ago
  5.0
  Holiday Inn Pasadena I had a very pleasant stay at Holiday Inn Pasadena. The room was clean and comfortable, and the lobby was bright and well-maintained, giving a great first impression. The breakfast buffet was excellent with a good variety of hot and cold options. Everything tasted fresh, and the service staff were friendly and attentive throughout our stay. Overall, the hotel offers great value for the price. I would definitely stay here again when visiting Pasadena.
• TB

  Travis B

  5 days ago
  5.0
  Great breakfast
• TE

  Tiffany Evans

  Feb 25, 2026
  1.0
  If it were possible to give zero stars for this experience, I would. I arrived at LAX at 1:30 AM after traveling across the country last minute due to a family emergency. After calling over 10 hotels that had no availability. I contacted the Holiday Inn reservation line and secured a confirmed reservation for 2/21 with a 4 00 AM arrival time clearly noted. I then drove over 30 minutes to this property believing that I would finally be able to get some rest. Upon arrival, I was met by Amber at the front desk. From the beginning, her demeanor was dismissive and hostile. Before properly reviewing my reservation, she immediately stated there were no more check ins for the night. I explained that I had just made the reservation less than an hour earlier. She then said that she remembered seeing the reservation come through but that my card had declined, and it cancelled it out. I explained that I received no notification from my bank and that there was no declines. However, for approximately 5 minutes she repeatedly stated, in front of other guests who were checking out, that my card had declined. Making public statements about a “declined card.” in front of other guests before even confirming my identity is unacceptable. This was not only inaccurate, extremely embarrassing and very OFFENSIVE That level of carelessness and lack of discretion shows a complete disregard for guest privacy & professionalism. It was not until I asked her to pull up the reservation that she called out a completely different guest name and said “Troy right.” which was NOT me. I attempted to show her my phone and asked her to understand my perspective as a frustrated consumer who had just made a confirmed reservation and driven over 30 minutes in the middle of the night. She completely disregarded that. Then said, and I quote, “I don't care what your reservation says, we do not have any rooms.” Even after locating the correct reservation, she acknowledged seeing it but stated she still could not check me in because she had already run her end of day reports, and that I could not stay until 2/22, despite it being 4 AM on 2/22 at that time. While standing at the desk, I called the reservation line, the representative confirmed my reservation was valid, confirmed I was at the correct location, and confirmed that a note had even been placed stating I would be arriving by 4:30 AM. Amber still refused to assist. Only after the reservation representative offered me the complaint line did Amber suddenly say she would “go check” if a room was clean. A clean room was suddenly available. This clearly indicates the issue was not availability, it was pure laziness and an unwillingness to help. I was not placed into my room until around 5:30 AM. I paid $364 dollars for approximately five hours in that room after an exhausting cross country flight for a family emergency. To make matters worse, the hallways had a strong unpleasant odor that heavily carried into the rooms. For $364 dollars for only a few hours of rest, the condition of the property and the level of service were unacceptable. As an IHG member, I am fully aware of the brand standards and expectations regarding hospitality, guest respect, and professionalism. The way I was treated does not align with IHG values or service standards in any capacity. Publicly repeating that a guest’s card declined without verification, stating that you do not care what a confirmed reservation says, and refusing assistance reflects a complete lack of respect for the guest experience, the IHG standards, the company she represents and brand accountability. There are cameras present at the front desk and throughout the property, and this entire interaction can be reviewed. The footage will clearly show the dismissive behavior, the repeated declined card statements made before verifying my identity, and the overall lack of professionalism displayed. This was by far the most unprofessional hotel interaction I have ever encountered. I expect this matter to be addressed immediately in addition to a full refund.
• GP

  Garrett Pohlman

  Feb 13, 2026
  4.0
  Good overall, a little loud at night, and a little dated. Great value though and would stay again. Supercharger in the parking lot is great.
• NN

  N8ReviewsGr8

  Feb 10, 2026
  2.0
  I literally have multiple jobs and etc, but that shouldn't be ok for a hotel and their staff to one never mention they lock from 10pm to 5am, No one was at the front desk when I got the hotel, and honestly it already showed me don't stay at this Holiday Inn if you don't have too.

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