The Langham Huntington, Pasadena

"Beautiful property but several hours after we arrived, another guest walked into our room. He had key! he had been assigned the same room. We were upset, so invasive and even scary. How did we know that what he said was true? Worst part is that no one would discuss the situation. I called front desk, was stuck on hold for a long period of time, then greeted as Mr. Wilcox(?), which is not my name. I explained what had happened, desk clerk said she had to transfer me to a manager. Transferred me to an assistant manager’s phone, but he did not pick up. I left a voicemail but never heard back from him on anyone else. They had previously texted me greetings upon our room arrival, so I texted back what happened. A manager texted back that they would get in touch with me but never did. We subsequently stopped by front desk to discuss. Her offer was to make new keys. I would have thought that would have been done immediately; after all, a stranger had a key to our room. Staff was nice but other mistakes. We ordered room serbice dinners twice. The glasses of wine were bad both times. One night a cabernet and another night a chardonnay. When I returned home and reviewed the bill, I realized that they had overcharged me for one night. So one star for customer service and security, five-stars for a nice room, I give it three stars."

"Bad experience with customer service. I never got confirmation of my date change and I was off one day unfortunately to extend again. When I called in to push my date out further they could not do anything to help. Make sure you book with the ability to cancel your date that was my mistake with this hotel. All I wanted was to use my hotel I had purchased for another date. I wasn't asking for a refund. There goes over $400 down the drain."

"Wonderful service and beautiful property. Elegant, "old money" vibes! I felt so special the entire time and thoroughly enjoyed my stay. Everyone was so friendly, especially Josh in PK, Kevin at the front desk, Javier the bellman, Garrett in the Tap Room and finally the last bellman who helped my sister and I with our luggage (I'm so sorry I forgot to jot down his name). I can't wait to return again someday!"

"This place is just wow! During check in, Catherine, helped us. She was the sweetest person I have EVER met. She was so kind and respectful. Our room was also beautiful and clean! We got thirsty and asked for waters and the waters arrived in like two minutes! This place has everything I could think of in terms of a luxury hotel. The highlight was definitely their AMAZING SERVICE."

"Lovely stay at the Langham! Our room (1401) was towards the back of the resort but quiet and spacious. The furniture and interior is a little old but clean and well maintained. Service is excellent! Check in, valet and room service were all quick and professional. Location was great. About a 10 min drive to local shops, restaurants and sights. Very safe and kid friendly."