DoubleTree by Hilton Monrovia - Pasadena Area

Great bed and superb restaurant. Wonderful bed! Be sure to have dinner at the restaurant. Food was superb! Wagyu hamburger, filet mignon with mushroom risotto & vegetables were cooked to perfection. Vanilla ice cream tastes homemade, thick and creamy. Not your typical hotel restaurant.

Excellent stay at the Monrovia doubletree! Had a great time at the doubletree, flying in for business. When I checked in I was helped by Michael and the experience could not be more professional. He was able to get me a room with a nice view of that California sunset. On top of this, when I would come down to the lobby, Michael always had a pleasant greeting for me. He was steadfast and applied urgency to any of my needs. The lobby also has a really friendly atmosphere. The bedroom and bathroom were very clean and spacious for my short time there. Will definitely come back especially for the free parking!

Disappointing Experience at DoubleTree Monrovia CA Hotel 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

Awful Check-In Experience, Saved by Service Recovery I booked a room for 4 guests (2 adults, 2 kids) mainly based on competitive room rates and proximity to Universal Studios Hollywood. The room (919) was a bit dated and the power outlet beside the bed did not work, but the beds were comfortable and clean. I had a terrible check-in experience with Olaf at the front desk. After giving me the room key, Olaf did not offer information about where and what time breakfast is available, nor did he provide bottled water (as a benefit for Hilton Honors elite members). I asked if the water bottles were already stocked in the room. To which he replied, "Did your [registered] guest already check in and get the water bottles?" I was taken aback by his response, but I told him that my guest arrived with me and gestured towards my family who were standing beside me. I don't know if Olaf bothered to verify my information before finally handing me the bottled water, but he failed to welcome me as a valued returning guest or acknowledge my Diamond elite status. When we got to our original room (809), my sister noticed a red stain on the toilet. As she was walking from the bathroom towards the bed, she felt a sharp pain in her foot and realized she had stepped on a small shard of broken glass. Upon inspection of the entry area by the carpet, we discovered multiple little pieces of broken glass, one of which had a sharp, turned up edge. At this time, the security guard Ms. Alfonso arrived at our door, as she had been tasked by Olaf to bring up the extra towels I had requested earlier (the bathroom was supplied with only 1 bath towel for 4 guests). I immediately informed Ms. Alfonso about the broken glass. She apologized about the incident and took pictures of the broken glass. She radioed down to Olaf to inform him about the situation and pass on my request to change rooms. When he didn't respond right away, Ms. Alfonso explained that he might already be looking up available rooms for us. She then escorted me to the front desk and showed Olaf the piece of glass that we suspected had pierced my sister's foot. Olaf barely acknowledged it and proceeded to ask me if we brought in this glass and dropped or broke it ourselves. I was surprised by his question and confirmed that the broken glass was already there, then reiterated that it cut my sister's foot. Not once did he apologize or ask if my sister required medical attention, nor did he offer to rectify the situation by any means. I decided I would speak with someone more competent in the morning. The next morning, I brought up my concerns to Alyssa at the front desk. She immediately apologized and went to speak with the manager about the situation. She returned and said they would comp the room rate as a service recovery effort, which I really appreciated. She also showed genuine concern for my sister and ensured that all our needs were met. I hope Olaf will get some much-needed additional training in order to improve his communication and customer service skills and avoid insulting or disappointing future guests. I am a healthcare employee who works the night shift myself, so I know a thing or two about addressing client concerns appropriately and in a timely manner, as well as prioritizing their safety. I would like to commend Ms. Alfonso for her swift action upon discovering what had happened and for showing genuine concern for my family's safety. She was also wonderful when interacting with my 7-year-old nephew who accompanied me to the front desk to await our new room assignment. I would also like to recognize Martha from the Elements restaurant; she was very attentive and provided great service while my family was having breakfast there. Lastly, I would like to commend and thank Alyssa for her professionalism and efficiency in addressing my concerns. It is because of these 3 individuals that this hotel is receiving any stars from my review - and my astute little nephew tends to agree.

Great visit to Pasadena Doubletree The staff was super friendly - front desk, breakfast restaurant crew, housekeeping - which was so great! Clean facilities and good location with restaurants and coffee close by. The workout room had good options including free weights, a peloton bike and a treadmill. Only suggestion is to add a laundry facility. Very pleased with the food at the breakfast buffet and dinner options.