I had made a reservation and had to cancel due to a family emergency. They didn't seem to care and they still charged me for one night and I had cancelled 4 days before my reservation. I asked to speak to the manager and the guy on the phone refused to get him . So I made a phone call to corporate and they sent a message to this property to encourage them to refund both nights. I guess I will find out in 3-5 business days........
Sam K.
The location of this Courtyard does not look great but is a fairly safe and accessible area to the freeway. I mainly wanted to point that out for folks, who may be looking for more of a good-looking area to stay during their vacation. However, so far having stayed here for 3 days, I found that the staff is extremely friendly and caring and the hotel is very clean and well-kept. I did have an issue checking in and finding a room that had a broken locker box, but it was addressed quickly after a switch in the room. All of the beds, linens, and towels are very clean and plentiful. The care staff team is also professional with attention to detail. Again, the location and path to get to the hotel are not ideal, and also the hotel is under slight renovation and construction, especially on the higher floors (6th floor and above). So you may hear noise during the daytime (10 AM or so after) if you stay in the room. This should hopefully just be a phase that will pass for the hotel. PS: This hotel is situated conveniently between Whittier and San Marino/Pasadena in case it helps you plan around locations where this hotel might be convenient to help you get to.
Carolyn W.
We stayed at this hotel a few months ago and the room was very nice but in the morning, when we went to our car in the parking lot, the back window had been smashed and our guitar stolen from the back seat. We understand that the hotel is not responsible for damage to our car, but we were told by the staff that the manager would contact us later in the day. He did not contact us and when we called a week later, he did not apologize for the incident and said that Marriott corporate would be contacting me. I did not hear from corporate and called the manager back a few weeks later and left a voice mail to call me, but did not hear back from him. It has been 2 months and still no response.
Chris J.
I booked this hotel because I expected the service to be top tier and the rooms to be very clean. The desks were dusty. When I walked into the restroom, the toilet roles were almost done. As if someone had just used the restroom minutes before I arrived. The couch was very dusty as well, like it hadn't been cleaned in years. Later I made a delivery order, I expected the guy to come up and deliver to my room like I'm used to in most hotels I've ever stayed in. They said they don't allow it, no problem. Then I asked the person at the reception desk if they can find someone to help me bring it since I had just got out of the shower, they said no. His name was Christian exactly. Other people at the hotel said they usually bring it up for you so I was confused why I was treated differently. It felt like discrimination because why is it every other person gets their stuff brought up for them but not me? Idk if it has to do with my appearance/demographic as I don't look like many people in the hotel area... but I definitely will not be booking here again. I'll return to other hotels I'm used to with better service, better treatment and cleaner rooms
Lucie D.
Can we implement ZERO STARS OR NEGATIVE STARS BELOW ZERO. This place is a joke for a Marriott. Management is unhelpful it's like staying in the past. The payment system is archaic the rooms have what looks like second hand store sofas. God don't sit on them or place your items on them. Gross. They have like 10 minimum wage useless employees. Why don't you update the hotel instead of having entry level employees that are unfamiliar with hospitality. The General manager looks like he should be working at Home Depot. No hospitality energy. He is robotic and annoyed by his position . Literally like Home Depot employees. It's on isle 39 just to send you away. Again no hospitality training. It feels like you are staying a glorified. Road side hotel. Not at a Marriott. Don't waste your money here. Go to an Air B & B. At least you don't have to deal with Crappie employees and you don't have to spend like your at a Marriott hotel and feeling like a roach road side motel.
Karen R.
amazing service! will definitely come back. The bartender was great. You should be very proud of your staff! front desk! security too!
Corry V.
0 stars if I could. Very outdated. Stayed this past weekend and our heater caught on fire and spit out some sparks, left a burning smell in the room. When I shined my light inside before going to talk about it downstairs, there was so much dust build up. Nothing looks properly maintained really except the lobby. Starbucks wasn't open in the hotel per the hours. A lot of bugs. We had random puddles of water forming from taking showers even though nothing came from the shower itself. One formed by the sink and the toilet. Just tried to pay it no mind in order to get through the weekend. Hate to complain. But, not worth the stay. Maybe overnight, but with the lack of hygiene this place has no. Customer service was good I'll give it that, but doesn't discount the stay.
Merry K.
I'm very surprised to see the previous reviews of this hotel. Had I known, I would take more pictures. Our room was clean, comfortable and really spacious. The decor was updated and no funky smell at all. Did I mentioned clean already? I did not check the pool. I did not think I have to. I wish I read the old reviews earlier. The bar and market area in the lobby were open. There's Starbuck on the premise. I took their gym pictures because it's an important amenity for me. I ate whatever "must eat" whenever we are on vacation. So, need to burn some of the excess calories (So, I can eat more) Their gym is really spotless and clean. I enjoyed using their space. The weight machine is not well oiled. So, I did not used them. The dumbbells were clean. Definitely will stay here again
183justinj
I travel a lot, and Bonvoy is my preferred Hotel program. I traveled during the pandemic, and got used to poor or missing services, breakfast in a paper bag, short staffing, housekeeping issues, and more. This hotel is, by far, the worst property I have ever stayed in. And I think the honors belong squarely with the General Manager, Mr. Zamora. He has no business in the service industry. I needed a room for one night, on a Tuesday. Baldwin Park is not a garden spot to begin with, but I booked the room for myself and a guest because it was inexpensive. Platinum Elite benefits say that a room upgrade will be provided "subject to availability". What I didn't know was that "availability" is a subjective term. The GM handled checkin. I provided my license and credit card before I was asked, but then had to produce my AAA card too, as Mr. Zamora is the only person who has ever asked for that before. I entered the number when I booked the room, but nothing gets past this genius. When I asked about a room upgrade, I was told that none were available. I told him that was unusual. He told me that there are eight suites in the hotel, but that none of them were available. I thought it was strange that all eight suites were booked on a Tuesday night in Baldwin Park, and he said that they were a business hotel. In any event, a quick search of the Bonvoy app revealed that several of the suites I asked about were available to book. I brought that to Mr. Zamora's attention, and he said that they were only available for full price, and that he wanted to keep them for that purpose. On a Tuesday night, at 6:00pm. The room I got was ok. Dated, but sufficient. The television didn't work. I will never be back. I'd rather sleep in the car than deal with the guy who's tasked with running that business. I've read similar reviews of this property on the Marriott website, and I wonder why Mr. Zamora is still employed. I've written corporate as well.
P Lynn
It looked like a nice place to hang but wasn't open.
It's a "Courtyard". No frills or thrills about this one in particular. Kinda on the "older" side of courtyard Marriotts. The rooms have wallpaper that is peeling, the bathrooms may have been remodeled back in the early 2000s. A lot of the amenities were limited due to COVID as expected. No pool and the Starbucks in the lobby was not open. While the staff was genuine and welcoming the site had some irks that made the stay not so great. Here are my list of gripes: There is a parking fee for daily/nightly or hourly parking. The entrance is limited to the front lobby. The side exits have no re-entry/even with a key card. The hallway on the floor we stayed in (6th floor) had a strong scent of cigarette smoke. The TV in the room was not placed in a decent spot. The HVAC controls are on the unit itself. The shower heads are old and had limited spray patterns. The towel rack was located inside the shower/tub. Only redeeming thing is that it's priced accordingly.
Krystle M.
I'm not surprised this place has two stars. I booked a reservation and mistakenly had forgotten to add my fiancé's name and he is checking in before me. So like usual, I called up to have his name added. I had literally had just done this at the AC Hotel in Beverly Hills the night prior. The first representative put me on hold and then when he comes back he says "I'm sorry I can't add his name." So I asked him, are you serious? Should I send you an email with a picture of my drivers license? And then he said "no you have to do it through the app" which apparently doesn't let you when you book with points. I thought to myself, this kid has to be new so I asked to speak with the manager. Usforgio, or whatever his name is, gets on the phone and says "yes that's our policy, call Marriott to have his name added." So in complete disbelief, I called Marriott and had my fiancé's name added. I called back to confirm his name was on the reservation and he says "no, it's still not there call them back have them cancel the reservation and re-create a new one." WOW. Apparently loyalty to a company does nothing for you at this place because I'm literally booking a third night tomorrow that is being paid for with points because thats how much we stay at the Marriott. I had a lovely representative rebook me at a different location because I needed to be spared of having to put a face with that horrible horrible customer service. I highly recommend not coming here. Bonvoy members BEWARE.
Destiney C.
DO NOT STAY HERE!! The general manager "called" us to say they might have broken into our car and nothing after that, he didn't let us see the camera footage, he didn't offer us any help. They broke into my dads car and the front desk general manager Hector wouldn't even help us!! He didn't want to give us the local police number and he was being very rude and terrible ... TERRIBLE HORRIBLE !!
MellieMel310
As for the property, it is okay for the price but the service is terrible. It charges for parking in a suburb where free parking is plenty. I checked in online through the app but upon arrival I was still asked for my drivers license, credit card and proof of my AAA card and issued physical room keys. At this point what is the purpose of checking in online??? I had requested for two bottles of water and the front desk charged me $2.28 plus $0.22 in tax per bottle. The property does not have a complimentary water policy as many other hotels do. As a gold elite, I am disappointed and last time I stay at this property.
Abigail Q.
Nice & quiet when you walk in, friendly & professional staff. We were here for about two months; Robert, Kathy, Fernie & Henry (manager) always saw to it to call us when we had a delivery. The housekeeping always delivered whenever requested & the maintenance was on point! We would absolutely stay here again & definitely recommend it to anyone looking for a comfortable stay in the area.
I had made a reservation and had to cancel due to a family emergency. They didn't seem to care and they still charged me for one night and I had cancelled 4 days before my reservation. I asked to speak to the manager and the guy on the phone refused to get him . So I made a phone call to corporate and they sent a message to this property to encourage them to refund both nights. I guess I will find out in 3-5 business days........
The location of this Courtyard does not look great but is a fairly safe and accessible area to the freeway. I mainly wanted to point that out for folks, who may be looking for more of a good-looking area to stay during their vacation. However, so far having stayed here for 3 days, I found that the staff is extremely friendly and caring and the hotel is very clean and well-kept. I did have an issue checking in and finding a room that had a broken locker box, but it was addressed quickly after a switch in the room. All of the beds, linens, and towels are very clean and plentiful. The care staff team is also professional with attention to detail. Again, the location and path to get to the hotel are not ideal, and also the hotel is under slight renovation and construction, especially on the higher floors (6th floor and above). So you may hear noise during the daytime (10 AM or so after) if you stay in the room. This should hopefully just be a phase that will pass for the hotel. PS: This hotel is situated conveniently between Whittier and San Marino/Pasadena in case it helps you plan around locations where this hotel might be convenient to help you get to.
We stayed at this hotel a few months ago and the room was very nice but in the morning, when we went to our car in the parking lot, the back window had been smashed and our guitar stolen from the back seat. We understand that the hotel is not responsible for damage to our car, but we were told by the staff that the manager would contact us later in the day. He did not contact us and when we called a week later, he did not apologize for the incident and said that Marriott corporate would be contacting me. I did not hear from corporate and called the manager back a few weeks later and left a voice mail to call me, but did not hear back from him. It has been 2 months and still no response.
I booked this hotel because I expected the service to be top tier and the rooms to be very clean. The desks were dusty. When I walked into the restroom, the toilet roles were almost done. As if someone had just used the restroom minutes before I arrived. The couch was very dusty as well, like it hadn't been cleaned in years. Later I made a delivery order, I expected the guy to come up and deliver to my room like I'm used to in most hotels I've ever stayed in. They said they don't allow it, no problem. Then I asked the person at the reception desk if they can find someone to help me bring it since I had just got out of the shower, they said no. His name was Christian exactly. Other people at the hotel said they usually bring it up for you so I was confused why I was treated differently. It felt like discrimination because why is it every other person gets their stuff brought up for them but not me? Idk if it has to do with my appearance/demographic as I don't look like many people in the hotel area... but I definitely will not be booking here again. I'll return to other hotels I'm used to with better service, better treatment and cleaner rooms
Can we implement ZERO STARS OR NEGATIVE STARS BELOW ZERO. This place is a joke for a Marriott. Management is unhelpful it's like staying in the past. The payment system is archaic the rooms have what looks like second hand store sofas. God don't sit on them or place your items on them. Gross. They have like 10 minimum wage useless employees. Why don't you update the hotel instead of having entry level employees that are unfamiliar with hospitality. The General manager looks like he should be working at Home Depot. No hospitality energy. He is robotic and annoyed by his position . Literally like Home Depot employees. It's on isle 39 just to send you away. Again no hospitality training. It feels like you are staying a glorified. Road side hotel. Not at a Marriott. Don't waste your money here. Go to an Air B & B. At least you don't have to deal with Crappie employees and you don't have to spend like your at a Marriott hotel and feeling like a roach road side motel.
amazing service! will definitely come back. The bartender was great. You should be very proud of your staff! front desk! security too!
0 stars if I could. Very outdated. Stayed this past weekend and our heater caught on fire and spit out some sparks, left a burning smell in the room. When I shined my light inside before going to talk about it downstairs, there was so much dust build up. Nothing looks properly maintained really except the lobby. Starbucks wasn't open in the hotel per the hours. A lot of bugs. We had random puddles of water forming from taking showers even though nothing came from the shower itself. One formed by the sink and the toilet. Just tried to pay it no mind in order to get through the weekend. Hate to complain. But, not worth the stay. Maybe overnight, but with the lack of hygiene this place has no. Customer service was good I'll give it that, but doesn't discount the stay.
I'm very surprised to see the previous reviews of this hotel. Had I known, I would take more pictures. Our room was clean, comfortable and really spacious. The decor was updated and no funky smell at all. Did I mentioned clean already? I did not check the pool. I did not think I have to. I wish I read the old reviews earlier. The bar and market area in the lobby were open. There's Starbuck on the premise. I took their gym pictures because it's an important amenity for me. I ate whatever "must eat" whenever we are on vacation. So, need to burn some of the excess calories (So, I can eat more) Their gym is really spotless and clean. I enjoyed using their space. The weight machine is not well oiled. So, I did not used them. The dumbbells were clean. Definitely will stay here again
I travel a lot, and Bonvoy is my preferred Hotel program. I traveled during the pandemic, and got used to poor or missing services, breakfast in a paper bag, short staffing, housekeeping issues, and more. This hotel is, by far, the worst property I have ever stayed in. And I think the honors belong squarely with the General Manager, Mr. Zamora. He has no business in the service industry. I needed a room for one night, on a Tuesday. Baldwin Park is not a garden spot to begin with, but I booked the room for myself and a guest because it was inexpensive. Platinum Elite benefits say that a room upgrade will be provided "subject to availability". What I didn't know was that "availability" is a subjective term. The GM handled checkin. I provided my license and credit card before I was asked, but then had to produce my AAA card too, as Mr. Zamora is the only person who has ever asked for that before. I entered the number when I booked the room, but nothing gets past this genius. When I asked about a room upgrade, I was told that none were available. I told him that was unusual. He told me that there are eight suites in the hotel, but that none of them were available. I thought it was strange that all eight suites were booked on a Tuesday night in Baldwin Park, and he said that they were a business hotel. In any event, a quick search of the Bonvoy app revealed that several of the suites I asked about were available to book. I brought that to Mr. Zamora's attention, and he said that they were only available for full price, and that he wanted to keep them for that purpose. On a Tuesday night, at 6:00pm. The room I got was ok. Dated, but sufficient. The television didn't work. I will never be back. I'd rather sleep in the car than deal with the guy who's tasked with running that business. I've read similar reviews of this property on the Marriott website, and I wonder why Mr. Zamora is still employed. I've written corporate as well.
It looked like a nice place to hang but wasn't open.
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It's a "Courtyard". No frills or thrills about this one in particular. Kinda on the "older" side of courtyard Marriotts. The rooms have wallpaper that is peeling, the bathrooms may have been remodeled back in the early 2000s. A lot of the amenities were limited due to COVID as expected. No pool and the Starbucks in the lobby was not open. While the staff was genuine and welcoming the site had some irks that made the stay not so great. Here are my list of gripes: There is a parking fee for daily/nightly or hourly parking. The entrance is limited to the front lobby. The side exits have no re-entry/even with a key card. The hallway on the floor we stayed in (6th floor) had a strong scent of cigarette smoke. The TV in the room was not placed in a decent spot. The HVAC controls are on the unit itself. The shower heads are old and had limited spray patterns. The towel rack was located inside the shower/tub. Only redeeming thing is that it's priced accordingly.
I'm not surprised this place has two stars. I booked a reservation and mistakenly had forgotten to add my fiancé's name and he is checking in before me. So like usual, I called up to have his name added. I had literally had just done this at the AC Hotel in Beverly Hills the night prior. The first representative put me on hold and then when he comes back he says "I'm sorry I can't add his name." So I asked him, are you serious? Should I send you an email with a picture of my drivers license? And then he said "no you have to do it through the app" which apparently doesn't let you when you book with points. I thought to myself, this kid has to be new so I asked to speak with the manager. Usforgio, or whatever his name is, gets on the phone and says "yes that's our policy, call Marriott to have his name added." So in complete disbelief, I called Marriott and had my fiancé's name added. I called back to confirm his name was on the reservation and he says "no, it's still not there call them back have them cancel the reservation and re-create a new one." WOW. Apparently loyalty to a company does nothing for you at this place because I'm literally booking a third night tomorrow that is being paid for with points because thats how much we stay at the Marriott. I had a lovely representative rebook me at a different location because I needed to be spared of having to put a face with that horrible horrible customer service. I highly recommend not coming here. Bonvoy members BEWARE.
DO NOT STAY HERE!! The general manager "called" us to say they might have broken into our car and nothing after that, he didn't let us see the camera footage, he didn't offer us any help. They broke into my dads car and the front desk general manager Hector wouldn't even help us!! He didn't want to give us the local police number and he was being very rude and terrible ... TERRIBLE HORRIBLE !!
As for the property, it is okay for the price but the service is terrible. It charges for parking in a suburb where free parking is plenty. I checked in online through the app but upon arrival I was still asked for my drivers license, credit card and proof of my AAA card and issued physical room keys. At this point what is the purpose of checking in online??? I had requested for two bottles of water and the front desk charged me $2.28 plus $0.22 in tax per bottle. The property does not have a complimentary water policy as many other hotels do. As a gold elite, I am disappointed and last time I stay at this property.
Nice & quiet when you walk in, friendly & professional staff. We were here for about two months; Robert, Kathy, Fernie & Henry (manager) always saw to it to call us when we had a delivery. The housekeeping always delivered whenever requested & the maintenance was on point! We would absolutely stay here again & definitely recommend it to anyone looking for a comfortable stay in the area.