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“Disappointment with the front desk and booking system”

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The Langham Huntington, Pasadena, Los Angeles
Ranked #1 of 31 Hotels in Pasadena
Certificate of Excellence
Reviewed 18 July 2014

We are deeply disappointed by Langham Pasadena’s lacklustre service after making a mistake on our booking. Our expectations for a 5-star hotel were very much misplaced. We had booked two Deluxe Rooms online and received email confirmation. Despite arriving at the hotel with a printed confirmation, the hotel receptionist informed us that our booking could not be found, and that she could try to secure another two rooms for us, but at a higher rate.

We pursued further and she advised that this was probably due to a system glitch and suggested for us to follow-up on this with her manager during the day as she was on night shift. We were reluctant to settle for this arrangement as the email confirmation had our credit card details and clearly showed the details of the rooms reserved and the rate we had gotten. We insisted for the counter officer to redouble her efforts in finding our booking, being afraid that the hotel would bill us for no-show on our original booking on top of the additional booking.

After much back and forth, the receptionist finally “discovered” our booking and justified her confusion with the mismatch of the first and last names of the guests between our online booking and our passports. We found this unacceptable. Regardless of names, we had produced the confirmation email and there were so many other ways to locate this booking (booking date, confirmation number etc). The officer should have taken that seriously and investigate further instead of brushing it aside and make an unverified assumption of system glitch. What is the point of sending us so many confirmation emails (Confirmation Number: 27405SB133303 and 23725921) when your system is only able to locate a booking with the first name? Moreover, we have checked in at about 10pm and if this was a first-class front desk counter, they would be expecting our arrival as most of the reservations for that day would have been completed by that time!

We expect an explanation as to why the printed confirmation did not suffice to prove that we have made the booking. We were already on an exhausting business trip and we chose Langham Pasadena due to its reputation for excellent and efficient service. After going through all the hassle just to secure rooms which we had already booked – something a basic hotel would be able handle properly – we are extremely displeased and are thus offering an opposing viewpoint.

Stayed: July 2014, travelled on business
6  Thank alicia7777
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
LanghamPasadena, Manager at The Langham Huntington, Pasadena, Los Angeles, responded to this reviewResponded 18 July 2014

Dear Alicia,

Thank you for taking the time to relate your experience at The Langham Huntington, Pasadena and for sharing your candid feedback with us. We value your feedback as it allows our establishment to maintain exceptional levels of service by identifying potential problem areas and correcting them. On behalf of The Langham Huntington, Pasadena, please accept our sincere apologies for the disappointments you encountered. On a personal note, it is a great professional disappointment when The Langham Huntington, Pasadena fails to deliver the unparalleled level of exceptional service we strive so hard to achieve. It is definitely unacceptable that our Front Desk could not locate your reservation with the confirmation numbers you provided. Please be assured I have shared your experience with our entire Front Desk team who have undergone re-training to ensure this does not occur in the future.

I hope that you enjoyed the rest of your stay and hope to be able to welcome you back again in the future to experience our regular levels of seamless hospitality.

Sincerely,

Christoph Moje
Hotel Manager

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Reviewed 15 July 2014

The Langham Pasadena is that rare unstuffy 5-star. Gorgeous rooms, grounds and pool and a great staff! It was a busy 4th of July weekend, and Karen, front desk manager, went out of her way to place my daughter and me in 2 large,elegant rooms at the very far, very quiet end of the hotel for the same price as the double we had booked. When the wifi turned out to be weak, she had IT bring a separate router to the room. Great job, Karen!
And all the staff -greeters, valets, pool, restaurant- so well trained and personable. And a special kudo to housekeeping - spotless! And yes - great beds. I think they have a 2 inch featherbed over the mattress.
A great stay at a superb hotel.

  • Stayed: July 2014, travelled with family
    • Value
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Thank travellingDoc27
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 14 July 2014

I recently stayed here for work. The service was excellent from the friendly valet to the knowledgeable waiter at the hotel's excellent restaurant. When we wanted to leave the premise and go into town the concierge was very helpful. Loved all the samples in the room (talcum powder, nail kit etc) that you so rarely find at hotels these days.

  • Stayed: June 2014, travelled on business
    • Value
    • Sleep Quality
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Thank lysszah
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 14 July 2014

The Langham Pasadena is an incredible oasis in the midst of Los Angeles. The gardens are beautiful. The rooms very comfortable. The staff always helpful and unstuffy. Had a small glitch with the cleanliness in the room which was brought to their attention and will, I'm sure, be corrected in future. Would not keep me from staying there.

  • Stayed: July 2014, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Thank Happy1219
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
LanghamPasadena, Manager at The Langham Huntington, Pasadena, Los Angeles, responded to this reviewResponded 29 July 2014

Dear Happy1219,

Thank you for taking the time to review your stay at The Langham Huntington, Pasadena.

We are surely thrilled to be honored as the your ‘favorite hotel anywhere in the world’, and I am happy you enjoyed your room, our wonderful team and the hotel's enchanting setting- our beautiful gardens and the surrounding neighborhood truly make our hotel so special.

I am sincerely sorry for the glitch with cleanliness, and for the inconvenience you experienced. Thank you for bringing this to our attention during your stay and please be assured I have addressed your concerns, and it will not happen again.

I appreciate your review, and thank you for your support of The Langham Huntington, Pasadena and the Langham brand.

Best regards,

Christoph Moje
Hotel Manager

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Reviewed 13 July 2014

The Langham Huntington, Pasadena offers a level of service usually only found in the great hotels of Asia and Europe. The experience starts with the valet service and continues seamlessly through ones entire stay. Room service is prompt and accurate even with the hotel fully booked. When asking for directions, staff actually guide you to where you want to go. Its so refreshing to have a few days at a place like this. I will plan to take my wife on the next trip coming up soon . Beautiful grounds, views, and general environment. The room was spacious and comfortable. Excellent shower and bath area. Lacking convenient access to electrical outlets for computers, phones, etc. but otherwise a wonderful experience.

Room Tip: There are few bad choices but ask the staff for their description of the various room types, balcony...
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  • Stayed: July 2014, travelled on business
    • Location
    • Cleanliness
    • Service
Thank TSCClovis_Ca_
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
LanghamPasadena, Manager at The Langham Huntington, Pasadena, Los Angeles, responded to this reviewResponded 29 July 2014

Dear Terry,

Thank you so much for the kind note. We are thrilled that you had such a great experience here at The Langham Huntington, Pasadena. We are very proud of our team and their commitment to the guest and ensuring that each guest receives the attention and service quality they have come to expect in the Langham brand. Please be assured I have shared your feedback regarding the electrical outlets with our Engineering Department who have addressed your concerns. Thank you for your candid feedback, as it allows us to provide excellence in service and great memories for our guests.

We look forward to welcoming you back with your wife very soon!

Best regards,

Christoph Moje
Hotel Manager

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Reviewed 12 July 2014

We stayed at this hotel for a 3 nights during our vacation. It is a grand hotel set on a hill in a quiet residential neighborhood. The grounds and public areas are beautiful and well-kept. The valet service was always friendly and prompt in retrieving our car. The rooms themselves were quite old. There were no outlets next to the bed and not enough in the room for charging the modern traveler's multiple devices. The coffeemaker was set on a small table in the entry, but there was no outlet nearby and had to be taken into the bathroom if you wanted to make a cup of coffee. Bed linens and towels were luxurious but furniture was showing signs of wear. Housekeeping was inconsistent; one day the room was cleaned but the bathroom was not and dirty towels were still on the floor and not replenished. Overall, a nice stay but the hotel needs a refresh to maintain its 5 star status.

  • Stayed: June 2014, travelled as a couple
    • Value
    • Rooms
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2  Thank Yvonne C
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 10 July 2014 via mobile

this was our 2nd fourth of july trip here. we're locals and just wanna get away once in a while. this time we took my 78 yo mother along. we got a suite (room 542 & 544, i'll try and post pix) with an adjoining room. the best part is having a view of pasadena and seeing all the fireworks going on all over the city! hmmm i really shouldn't be sharing this. now it will be harder to get a room. also we visited their spa for the first time...top notch! the only thing i don't like is that they have NO self parking. it was just $25 a night but add in all the tips and you've spent $50 if you leave the hotel a couple times.

Stayed: July 2014
2  Thank brewsterstravels
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about The Langham Huntington, Pasadena, Los Angeles

Address: 1401 South Oak Knoll Ave, Pasadena, CA 91106-4508
Phone Number:
Region: United States > California > Pasadena
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free High Speed Internet ( WiFi ) Children Activities (Kid / Family Friendly) Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Shuttle Bus service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#1 Business Hotel in Pasadena
#1 Family Hotel in Pasadena
Price Range: £169 - £432 (Based on Average Rates for a Standard Room)
Hotel Class:5 star — The Langham Huntington, Pasadena, Los Angeles 5*
Number of rooms: 377
Official Description (provided by the hotel):
Capturing the grace and elegance of a bygone era, The Langham Huntington, Pasadena, Los Angeles is located at the base of the picturesque San Gabriel Mountains, just nine miles north of downtown Los Angeles in beautiful Pasadena. Located on 23 acres with grand historic ballrooms and gardens, the landmark hotel features delectable dining, the award-winning Chuan Spa and a number of recreational choices such as tennis programming, fitness classes, swimming and nearby golf. ... more   less 
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Also Known As:
The Langham Huntington, Pasadena, Los Angeles Hotel Pasadena
Langham Huntington Hotel
The Langham Huntington Hotel

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