Courtyard By Marriott Los Angeles Pasadena/Old Town

Recent Reviews: 1087

• User:Alitraveli

  Trip type: Family

  Great location, but bring earplugs!

  26 Apr 2026

  I like the Courtyard in Pasadena better than the Hotel Dena, but it's not as nice as the Residence Inn across the street. Courtyard Pros: I spoke to a few different people at the front desk and they were all great except for one. My room was a nice size and had a couch, ottoman, and coffee table. They have a helpful area for cars to easily pull in to drop you off or pick you up. Like the name implies, they have a nice courtyard with a pool, hot tub, and lounge seating.The best thing about this hotel is its location. It's easy to walk to everything in Old Town Pasadena and it's close to the highway if you want to visit somewhere else. Cons: You can easily hear people talking in the hallways and adjacent rooms. There seems to be no soundproofing. While there is a closet, there aren't any drawers to put anything away. The layout of the bathroom is odd. There's lots of space around the toilet, but the sink area is too small. There's too little counter space and no magnifying mirror. There is a walk-in shower, but no tub. General Manager, Guest Services / Front Office at Courtyard by Marriott Los Angeles Pasadena/Old Town, responded to this review Thank you for taking the time to share such detailed feedback, Alitraveli. We are glad our location made exploring Old Town Pasadena convenient for you and that you enjoyed features of your room and our courtyard area during your stay. It is encouraging to know that most of your experiences with our front desk team members stood out in a positive way.At the same time, we are sorry that noise and certain aspects of your guest room, including its layout and storage options, did not meet your expectations. We understand how important a quiet, thoughtfully designed space is for a comfortable stay. Your comments will be shared with both our Guest Relations and housekeeping teams.We appreciate you taking the time to help us improve.

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• User:PinJoue

  Trip type: Family

  Service Excellence at the Front Line, but a Gap at Leadership Level

  21 Apr 2026

  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. General Manager, Guest Services / Front Office at Courtyard by Marriott Los Angeles Pasadena/Old Town, responded to this review Thank you for taking the time to share such detailed feedback about your experience. We truly appreciate you recognizing Janeen’s efforts—she takes great pride in creating a welcoming and seamless arrival, and I’m glad she was able to turn what could have been a stressful situation into a positive one.I would also like to provide a bit more clarity regarding reservations made through third-party platforms such as Agoda. When a reservation is prepaid through a third party, the booking is owned and controlled by that provider, which unfortunately limits what we as the property are authorized to modify, cancel, or adjust directly. While Janeen did go above and beyond by contacting the other hotel to assist with the cancellation, this is not something we are typically able to do, as all changes are required to be handled through the third party.Because of these limitations, situations like yours can be challenging for us to fully manage on-property, which is one of the primary reasons we always recommend booking directly with the hotel whenever possible. Doing so allows us to provide immediate support, make adjustments as needed, and ensure a smoother overall experience.That said, I do want to sincerely apologize if your follow-up interaction felt underwhelming. While policies and system limitations are very real, that should never come at the expense of making a guest feel supported. Your feedback is both fair and valuable, and we will absolutely use it as an opportunity to reinforce a more proactive, ownership-driven approach across all levels of the team.We truly appreciate your perspective and hope to have the opportunity to provide you with a more consistently exceptional experience in the future.

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• User:wws68

  Trip type: Couples

  Practical choice in Old Pasadena

  18 Jan 2026

  Great location in Old Pasadena. Courtyard pool and pleasant small garden. Large lobby lounge and cafe. Decor is plain and the building shows its age, but who stays indoors in Pasadena? General Manager, Guest Services / Front Office at Courtyard by Marriott Los Angeles Pasadena/Old Town, responded to this review Thank you for sharing your feedback. We’re glad you enjoyed our convenient location, relaxing outdoor spaces, and welcoming lounge during your visit. Your comments about the decor and ambiance are appreciated and will be kept in mind as we look for ways to improve. We hope to have the opportunity to welcome you again.

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• User:Margherita G

  Trip type: Family

  Great Hotel for Visiting Pasadena

  07 Jan 2026

  We came for the Rose Bowl - it was awesome - perfect location - for the parade, the game. Customer service from the front desk, to the manager, to the cleaning staff and rooms and cleanliness - great atmosphere and value. Would highly recommend for visit to Pasadena. It's in a perfect location and easy hotel. Good for family, friends, or solo. General Manager, Guest Services / Front Office at Courtyard by Marriott Los Angeles Pasadena/Old Town, responded to this review Thank you so much for your wonderful review! We’re thrilled you enjoyed your experience at Courtyard Los Angeles Pasadena/Old Town and found our location so convenient for the Rose Bowl festivities. Our team truly appreciates your kind words about the atmosphere and service. We hope to welcome you back the next time you’re in Pasadena.

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• User:DayTrip28090875027

  Trip type: Family

  Hotel is infested with cockroaches!

  28 Nov 2025

  Worst hotel I’ve ever stayed in! My room was filled with cockroaches! Management was too busy doing wine tastings in the lobby to deal with me apparently, decided to check out and stay at the residence inn, at least they have clean rooms and super nice staff who actually wanna help there guests and don’t sigh in your face…. General Manager, Guest Services / Front Office at Courtyard by Marriott Los Angeles Pasadena/Old Town, responded to this review Thank you for sharing your experience. We’re sorry your stay wasn’t as expected. While there have been no reports similar to these issues, nor any wine tastings we stay committed to addressing our guests feedback. Your concerns have been noted and will be carefully reviewed by our team, as we’re committed to providing a more comfortable and welcoming environment for all our guests.

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