Courtyard by Marriott Los Angeles Pasadena Old Town

My recent stay highlighted a notable inconsistency in service culture within the organization. checked in on the 14 April 2026 for 1 night. Due to the presence of multiple properties under the same brand across Los Angeles, I inadvertently arrived at the wrong hotel. Jennie at the front desk managed the situation with a level of professionalism that reflects strong service instincts — she took ownership, coordinated directly with the other property, and resolved the booking efficiently. Her ability to act decisively and assume responsibility was commendable. The 2 stars were for Jeannie. However, a subsequent interaction raised concerns regarding service alignment at the management level. When I sought assistance to reconfirm cancellation details for Agoda, I was attended by Abigel, who introduced herself as the Operations Director. The support provided was limited to a contact number and reference to policy, without further facilitation or follow-through. While both responses may fall within procedural boundaries, the difference in service mindset was evident. One demonstrated ownership and guest advocacy; the other remained transactional. Consistency in service culture is critical, particularly at leadership level, where it sets the tone for the entire operation. Aligning managerial engagement with the initiative demonstrated by front-line staff would strengthen both guest confidence and brand integrity.

near downtown very clean enjoyed my stay

no complaints

The entire stay went well, from the front desk service, maid service and friendliness and helpfulness of the staff. The room was large and comfortable, and the coffee was great.

My only complaint is how expensive the parking fee is at $40.00 per day. It is through a third party, and far higher than it needs to be, as other public parking lots in Pasadena are far lower.

Location of Building, pool, jacuzzi and fitness center were nice. People were nice and professional,

I booked a King Room with a sofabed and the room did not have a sofabed. Apparently it was an ADA room so the sofabed was removed. The facility could not offer another room or a roll-a-way bed. One of my guest needed to sleep on the ground, Management offered a free breakfast but the breakfast was terrible.

Location is great

The rooms were outdated, you could see walls in the bathroom were super dirty and bathtub was old. The sink smelled in the bathroom smelled like faucet. The bed lines were smaller than the bed and kept coming out. The mattress was not comfortable at all. There was no way to regulate the temperature in the room.

Paying $40 for parking per day was expensive and I was disappointed they did not serve breakfast. Every Marriott I have ever stayed at breakfast was included. This hotel had a restaurant and it was à la cart. My food came out cold from the kitchen as well 😞