Holiday Inn Express Hotel & Suites Pasadena

I was finally given a room around 5:30 AM, after arriving exhausted from a cross-country flight for a family emergency. I paid $364 for about five hours there, and the hallways had a strong unpleasant smell that carried into the rooms. This was the most unprofessional hotel interaction I’ve ever had, and I expect the matter to be addressed and a full refund issued. I’d landed at LAX at 1:30 AM and, after more than ten hotels had no availability, called the Holiday Inn reservation line. They confirmed a booking for 2/21 with a 4:00 AM arrival clearly noted. I drove over 30 minutes to this property expecting to get some rest. At the desk, Amber immediately said there were no more check-ins for the night, without properly checking my booking. She then said she remembered it coming through, but claimed my card had declined and the reservation had been cancelled. I’d received no notice from my bank and there had been no decline. Still, for about five minutes, she kept saying this in front of guests checking out. Repeating an unverified claim about a declined card in public was inaccurate, embarrassing, and offensive. Only when I asked her to pull up the booking did she call out another guest’s name and ask, “Troy right.” That wasn’t me. I tried to show her my phone and explain how frustrating it was to have just made a confirmed reservation and driven there in the middle of the night. She dismissed me and said, “I don't care what your reservation says, we do not have any rooms.” Even after finding my booking, she said she couldn’t check me in because she’d already run end-of-day reports, and claimed I couldn’t stay until 2/22, although it was already 4 AM on 2/22. I called the reservation line while at the desk. The representative confirmed the booking was valid, that I was at the right location, and that a note said I’d arrive by 4:30 AM. Amber still wouldn’t help. Only after the representative offered the complaint line did Amber say she’d “go check” for a clean room. Suddenly, one was available. That left me feeling the problem was her unwillingness to help, rather than a lack of rooms. As an IHG member, I know the brand’s expectations for hospitality, respect, and professionalism. This treatment didn’t meet them. Publicly repeating a card-decline claim without confirming identity, dismissing a confirmed reservation, and refusing help showed a lack of discretion and respect for guest privacy and the brand. Cameras are at the desk and around the property, and the footage should show the interaction and her repeated statements before verifying who I was.

Dogs are allowed, and there are plenty of convenient places nearby. For a little getaway, there’s a nail salon and massage salon close by, along with good food. I found it a perfect business-trip hotel too: nice rooms and amenities, good parking, and a delicious continental breakfast. 10/10.

The mountain view from the lobby was amazing. My friends and I had a comfortable weekend here, with a clean hotel, complimentary breakfast, and friendly staff. Service was smooth and quick. Thanks for making the trip enjoyable.

The parking was the worst part. There were only two handicap spaces, and all the other spots seemed sized for small cars. People were parked crooked, making it impossible to fit, probably because the spaces are so tight. The lot is poorly designed. The hallway carpets were old, and the TV in the room was small, maybe 21 inches. It’s an okay place to sleep and rest. The front desk man did a great job fixing my check-in problem at 2:00 AM on 10-17-25, after something had gone wrong while I spoke with a woman on the phone at 9:44 AM on 10-16-25.