I’ve been staying at the Westin Pasadena for about five years because of their oversized vehicle accommodations and welcoming attitude toward service dogs. Unfortunately, this trip was a complete disappointment. Upon arrival, I was told I would be charged double the stated valet parking fee ($44 instead of $22) because of my oversized vehicle, even though there is no signage or notice of such charges anywhere. Additionally, they initially refused to allow my service dog to stay because she’s over 50 pounds, which violates service animal regulations. This is particularly frustrating considering I saw other large dogs on the property.
The customer service was unprofessional and unhelpful, with staff being argumentative and dismissive when I raised concerns about their inconsistent policies and fees. To make matters worse, it felt like they were exploiting the high demand caused by the Altadena fires, including emergency personnel, by overcharging for parking.
I’ve always valued the Westin for its convenience and service, but after this experience, I won’t be returning. They’ve clearly lost sight of prioritizing their guests and instead seem focused on maximizing profits at the expense of fairness and decency. Avoid this hotel if you value transparency and good customer service.