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October 2024 by fukuro kun
Anwar at the front desk was the best and the kindest front desk person i met. He checked me in with a warm complimentary cookie and was very friendly every time i passed by the lobby
Nice room
Clean
There is a nice pool too
Wasnt sure if water is available cuz there was non in the room
Nearby is chick fil a, and canes 2 min walk distance
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October 2024 by Donna Denver
Wonderful rooms, great AC, pool, Staff is Amazing!.
Shout out to Micheal in Front check-in great personality...gave me a gluten free cookie to try...was amazing!!!
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October 2024 by Fed Upp
Surprisingly good room
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October 2024 by Valerie Dragon
Excellent staff in all departments. Rooms are clean & super close to Santa Anita. Elements in house restaurant is really good.
Rooms: Rooms are spacious and clean.
Nearby activities: Santa Anita race track is very near. Hotel is right off of freeway.
Safety: Security always visible.
Walkability: Within walking distance to Starbucks, many restaurants and downtown Arcadia.
Food and drinks: Elements, in house, restaurant is very good for breakfast and dinner.
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October 2024 by Belva See
The hotel rooms are clean, and the property itself is fairly new. It is about a 30-minute drive from downtown LA during off-peak hours. While being farther out means better rates over long weekends (which we stayed during the labour day long weekend), free parking, and a safer neighborhood (unlike the sometimes sketchy downtown area), there are some MAJOR ISSUES TO BE AWARE OF.
The front desk staff was unprofessional, and we encountered unauthorized charges. Upon checkout, we noticed a double charge for the nightly rate that hadn't been explained to us beforehand. The staff claimed this was a "no-show" fee, despite our clear check-in and stay. They then changed their explanation to a "late check-in" fee because we arrived after midnight and as of recent emails, they said we "cancelled" the booking despite we successfully checked in and stayed the night.
1) It seemed like they were using different justifications to charge us extra.
2) The booking confirmation email didn't mention any late check-in penalties or procedures (ie. it did not specify that there is a late check-in fee, does not specify what time is considered late, special procedures to notify the hotel ahead of time if we expect to check in late and any resulting penalty charges; on the email confirmation and expedia, it only said 24/7 check-in/ service desk). We also confirmed this policy is also not written anywhere on the official hotel main website or the Expedia site (we have the webpages downloaded as evidence).
3) If a late check-in fee was applicable, it would have been more transparent to address it on the spot at the time of check-in rather than adding it secretly to our bill and never confronted us that we were late and that there is the resulting charge that they will apply to the bill.
4) After negotiating with the assistant manager, she agreed to remove the extra charge, but it has been a week later and the double charge is still on our credit card and the charge has not be reversed; therefore, the hotel has not done what they promised either.
The overall experience was poor and if we did not check the bill carefully, we would have been charged without us knowing. Lastly, they did not print me a copy of the bill at check out and said it would be emailed but till this date I still have not received this.
In summary, we are not asking for compensation or to have the night's stay waived but we are only asking to have the double charge/ late check-in penalty fee reversed as this is an unauthorized/ unrightful charge held on us for a hotel policy that we are not aware of and a policy that is not written anywhere on the websites. It is causing us a lot of trouble and inconvenience to address this problem- lots of emails back and forth and phone calls. Overall, the staff lacked consistency with their hotel policies and professionalism, which has led me and the rest of my party to decide against staying here again and has diminished my confidence in other Hilton/Doubletree properties (I will also share my experience with my friends and families for their considerations when booking). I also did not feel the staff tried to understand or feel empathetic of our concerns and frustration.
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October 2024 by Phoebe Luk
This hotel has horrible customer service and is a scam
1) my party checked in to the hotel at midnight and was double charged for the night because they claimed we were late to the check-in. The receipt didn't not stated any late check in fee and it is a 24/7 concierge. The associated did not mention anything about this late fee upon processing our paperwork as well
2) when we spoke with the assistant manager who we waited for 10 minutes because she was at Starbucks getting coffee , she said they will take that off our credit card. 48 hours later we checked our credit card and the charge was posted and was never taken off.
3) house keeping came into our room at exactly 8am when check out time is 11am. The assistant manager said she cannot do anything about it and was not even apologetic.
I would not recommend this hotel if they don't want to be scammed
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October 2024 by Isaac Bridgewater
I enjoyed my 51st birthday at the Hilton and had the time of my life ....
Food and drinks: I enjoyed a great dinner at elements the high-end restaurant in the lobby of the hotel
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October 2024 by R Heffernan
Spent a few days here on a business trip. Great experience! Service in the cafe/bar was fantastic and the food was awesome as well. Would happily stay again if I'm back in the area.
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October 2024 by HERITAGE LITURGICAL
I have called the location multiple times, spoken with accounting and left multiple voice messages. They have never replied, never shared an email address with me, and to date, my bank continues to show almost 300$ double-charged by the hotel!
They simply refuse to respond or do anything about my case. They are forcing me to call my bank’s FRAUD department, wasting my time and resources, when all they would have to do is simply return the monies erroneously charged.
I will remove my one star only if and when the hotel decides to do anything about my case.
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September 2024 by Elizabeth Seifert
Highly recommend!
I did a ton of research before selecting a hotel in the area for our LA/Hollywood/ Universal studios Hollywood/ Knott's Berry farm visit and finally picked this one and I absolutely made the right choice!
From the moment we walked in we were treated so respectfully, by all kind amazing staff! Shout out to Edward who was so friendly and kind, our son enjoyed chatting with you!
The rooms were clean, well maintained, and comfortable.
The pool and hot tub were clean and a much needed relaxing moment each evening. Our son even found a lizard ? out by the pool that absolutely made his night. We shared his story with staff who shared it with each other ? they were all so warm and welcoming to my son and his stories.
Staff provided us with a fan for our room upon request because we just sleep better with a fan (old habit).
The free warm cookies ? are amazing and I probably had to many of them!
There is an in house restaurant and bar which we never visited but very convenient, also an in lobby snack bar that can be charged straight to your room.
Location worked well for all our adventures and felt very safe!
If we are ever in the area again we will absolutely return!
If your looking to visit Universal studios Hollywood, I highly recommend this hotel, yes it's a further drive but totally worth it and the amount you save staying further away allows for my adventures along the way!
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September 2024 by Frankie Joaquin Reyes
Beautiful stay, beautiful view.
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September 2024 by Tracie Gibson
This is a great hotel in a great location with wonderful views! Everything seemed clean and the afternoon front desk staff was incredible!
The only thing that kept me from giving the room 5 stars was the fact the shower had two body washes, one condition and zero shampoo. Also, I couldn’t have the hair dryer and curling iron on at the same time or the fuse had to be rest. The water pressure also wasn’t great.
When I told the morning clerk that there wasn’t shampoo, she told me I should have called. Solid point, but in the middle of a shower…
The pool area is beautiful! The fitness center had a variety of workout equipment and was clean.
Nearby activities: There’s some shops nearby and plenty of restaurants.
Walkability: It very close proximity to Starbucks and other restaurants.
Food and drinks: About a block and a half from BJs Brewery. The parking lot is shared by Chick Fil A and Starbucks. There are other restaurants nearby.
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September 2024 by Jazmin Summerise
I loved everything about my stay. Clean rooms. Very quiet. Nice view. Close to the highway. No resort fee and free parking.
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September 2024 by Alicia Foster
We originally booked a room at a nearby Marriott, however their pool was closed so we needed a new room at the last minute. Doubletree got us in right away for three nights at a reasonable rate. Our room was clean and the service was very responsive. The pool was beautiful and had a lot of shade.
We booked the rate that included breakfast at the restaurant. Each morning, Stephanie was our server. She was kind and helpful. She made us feel welcome, especially when there was a slight hiccup with our breakfast rate the first morning. She took care of everything and sent us off our last day with much appreciated well wishes.
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September 2024 by Josephus Cayabyab
I am writing to share my negative experience at the DoubleTree Monrovia CA Hotel near Pasadena on the evening of July 24, 2024, around 10:40 to 11:00 PM. This was my second night staying at the hotel.
I urgently needed to use the restroom, so I hurried to the lobby, glancing at the front desk personnel as I passed by to convey my situation. Shortly after, a security guard shouted "Sir"; multiple times. Initially, I thought he was addressing someone else but I realized he was speaking to me. When I responded, he rudely and doubtfully asked, "Are you a guest here?"
This was embarrassing and frustrating, especially since it was my second night at the hotel. I informed him of my status as a guest, provided my name and room number, and emphasized my urgent need to use the restroom. After relieving myself and processing what happened, I approached the front desk to address the situation.
The chinita female front desk personnel seemed surprised by my question about verifying my identity. She explained that the security guard's suspicion was due to my hurried pace. Her response lacked professionalism and implied that the fault lay with me. This only added to my frustration.
I expressed my disappointment and asked if this was how they treated their guests. Although she apologized, it did not feel genuine. I am just a tourist enjoying my stay in the USA and this is what I get from a reputable brand? As a PhD student specializing in International Hospitality Management, I was particularly disappointed by this experience. I expect a higher standard of service from a hotel under the Hilton brand, especially in the United States, where the hospitality industry sets high benchmarks.
This incident has significantly tarnished my impression of DoubleTree Monrovia, and I will be sharing this experience with my friends, students, and family, advising them to avoid booking at the DoubleTree Monrovia CA Hotel. I hope the management will reorient their staff, including security personnel, on how to approach guests with respect and professionalism, in line with Hilton’s vision and values.
DoubleTree by Hilton’s Vision Statement is "Our Vision is to fill the earth with the light and warmth of hospitality" and their values include Hospitality, Integrity, Leadership, Teamwork, Ownership, and Now. I urge the management to ensure their staff upholds these principles consistently.
Unhappy and Disappointed,
Josh Cayabyab
