Embassy Suites by Hilton Arcadia-Pasadena Area

Elevator

Location and breakfast were amazing

I wish Parking was free

I didn’t have breakfast

The Receptionist who I checked in is not listening to the concerns I brought back to her.

First of all, let me start by saying that I'm far from a travel snob. I've been a Hilton Diamond member and am currently a Silver Honors member. I've stayed at dozens and dozens of various Hilton properties across the country, but this is the single worst Hilton stay that I've ever experienced. I'm really sorry that I wasted my hard-earned points at this property. Lets start at the beginning. When I booked this hotel for travel to the area for my daughters doctor appointment in the area, I tried to perform digital check-in which showed was available, but that failed. I called the hotel and asked for a room that was showing available, only to get a call the next day saying that the room that I was promised was no longer available, that should've been my first indication. When we arrived, after a 10 hour drive from Salt Lake City, we were greeted to a hotel with 4 elevators, and only 2 of them working. SMH. We got to the room, after waiting forever on an elevator, only to find that the toilet was filled with urine (discovered by my 15 year old daughter) and the tub was covered with hair. Called the front desk, they said they would change our room. Waited on the elevator, again to go down and get more keys, and was advised that we would have to drop another couple of floors, no big deal though. 2 TV's in the room, and the 1 in the main bedroom acts like it's about 25 years old. Called the front desk and told them, no priority, but please have this fixed tomorrow. Engineers came by and said, yes the TV needs replaced, but there are no replacements so they can't do anything, again SMH. Back up the wait forever elevators and back down from floor 5 to 3. The next morning, after a very warm nigh, with the AC set to 59 degrees, we called and they sent engineering. They assured us that it was because it's hot outside. Super nice guys, but give me a break. Ater the first night, I called to ensure that we were scheduled for service the next day, the front desk confirmed, and we left. When we returned, 1 of 2 beds was made, all our towels (except for 1 was gone) and none left. We called the front desk and asked them to send up towels and it's been 2 hours and nothing yet. While waiting on towels, and getting ready to go down to the pool, a letter is pushed under our door stating that due to cleaning activities, the pool will be closed for the next few days. Really, does anything at this hotel work properly? Never will we stay here again. If this wasn't so ridiculous, it could be comical. Very, very, very unhappy Honors member and family here.

Clean

It’s a nice place but my 3 year old and I slipped and feel extremely hard in the bathroom next to the pool . There was no sign inside the bathroom warning us . When I reported the incident and night supervisor did not assign a staff member to clean the water we had slipped into

Great room size, breakfast is perfect. Everyone was so friendly and always so willing to help with anything we needed. Drinks downstairs were delicious. We didn't have any of the food but it looked pretty busy. We needed to be close to the Arcadia hosputal, we couldn't have stayed in a better place.

The space and the staff

AC was broken and one of the elevators was out of service so we needed to walk a bit more to come and go