I have stayed at the Ritz Carlton in Pasadena before it was converted into the Langham, and I can say with certainty that that was a luxury hotel with great customer service. When you stayed there,... More

I have stayed at the Ritz Carlton in Pasadena before it was converted into the Langham, and I can say with certainty that that was a luxury hotel with great customer service. When you stayed there, you really felt like you were taking care of. Here, you feel the opposite. I booked my room months in advance and asked for early check-in, which I was guaranteed. When I called a week before to confirm, I was told they never guarantee early check in. I was really upset, but they said there's nothing they can do. After speaking to two managers, one of them said that only four of the ten rooms of the type of room I booked have been booked at all, so checking in early would not be an issue. This is after hours of phone time!!! Then, when I checked in, there was only one bathrobe for the whole suite! Not a big thing, but not something I have ever found in any other hotel. When we came back to the hotel at night after a function, we had trouble finding the elevators, as this place is sort of a maze, and when we repeatedly asked reception, they would only point. Not one would get up and walk us!! It took us fifteen minutes to get up to our room. I will never stay here again!!
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There is a sad disconnect between this lovely 4-star hotel and its spa. I booked a massage for myself and my aunt who was visiting from out of town. We used the workout room first, followed by the... More

There is a sad disconnect between this lovely 4-star hotel and its spa. I booked a massage for myself and my aunt who was visiting from out of town. We used the workout room first, followed by the whirlpool and steam room. The gym was very tired and most of the TVs and sound equipment for each machine was broken. There were no mats or area to stretch. Most of the equipment looked like a mismatched collection of used gym equipment that a large gym no longer wanted. I know that there is no guarantee of a true, dyed in the wool, trained massage therapist at a hotel spa and The Langham is no different. My massage was done by a woman who most likely also worked the front desk and cleaning the locker rooms as well. There was no demonstrated expertise or indication that she had any real training in massage even though she said she had received her degree at a local tech jr college. The steam room was nice enough, but the whirlpool was very small and smelled like a hot chlorine bath... There were a few women talking very loudly on cell phones, so the posted signs forbidding cell phones was not enforced. All in all, a 2-3 star experience with a 4-5 star price. Pros: Free parking in front. Cons: Lack of skill in the massages and tired facilities. A built in 20% service fee!
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