The Hills Inn Eagle Rock "Near Old Town Pasadena" - Los Angeles, California

Sofia R.

The staff were always very kind and helpful. To be honest, you get what you pay for. Room was clean and tiny, breakfast was okay but the breakfast room itself was the tiniest I’ve ever seen in a hotel. Despite this, I would consider going again for a short stay.

Michelle S.

This staff clearly does not care about their guests. The customer service is awful and unprofessional. We were taken aback when certain guests were greeted and others were ignored. Working in hospitality for 8 years I recommend the staff consider how to treat guests or more importantly how they would like to be treated. Their tone and speech is not welcoming or inviting. Overall, the customer service is less than subpar.
When you need assistance or have a question. Especially after 5pm a sign on the window states Be Back In 10 Minutes. This is never true. My daughter and I actually waited 27 minutes for an attendant to return to her post. See did not apologize for her tardiness. Jocelyn was rude and totally unprofessional in her demeanor.
In addition, Emily one the the managers is dishonest and my family and I are extremely bothered by her discrepancies. She makes mistakes and blames the staff. Speaking with her became unpleasant. Her coworker confided in me, and told me of a discussion Emily had about my family and I. She was dishonest and condescending.
For these reasons and more, I can not recommend The Hills Inn. The customer service is deplorable, highly unprofessional, mean spirited and non caring.
If you're expectations are excellent customer service, a good breakfast and considerate staff. This is definitely not the stay you want.

Gary D.

Seemed like a nice safe neighborhood. Rooms were clean, but the shower rod was about to fall down when we got there. Hot tub was nice but pool was really cold (February). One night there wasn't enough parking space for our car. Would stay there again.

Ryan H.

Excellent Hotel and Staff! I could not have asked for a better experience working with them. I was booking rooms for employees across Pasadena and Glendale to support fire fighter operations and The Hills helped me make our operations easier. I had challenges at a large chain hotel down the street with check-in for employees that I never experienced with the Hill.

In addition, I got to witness how they supported their guests who lost homes in the Eaton Fire and I am proud to have housed our employees in such a thoughtful and caring establishment!

Paul P.

The staff is very friendly. The location was very quiet and safe. It was easy on and off the freeways. I rated the room at a 4 because I had a handicapped room, but it only had a standard toilet instead of a high one. My wife has two hips replaced and cannot have her butt below her knees so that her hip doesn't dislocate. Also we were the second person in the breakfast just as they opened up, the eggs were cold and the hash browns were not cooked. The value for the money was very good.

Belladatta M.

For the past three years, I have stayed at this hotel twice a year for over a week each time because it is conveniently located near my children’s home. This year, I initially decided not to stay here and booked another hotel. However, due to the other hotel being fully booked, I had no choice but to return to this one.

Even though I booked through Expedia.com, I consider myself a long-time guest of this hotel. Despite this, when I requested a 30-minute extension for check-out today, I was told it wasn’t possible. This has made me decide not to return to this hotel in the future.

I had chosen hotels with breakfast included, but for three years, the breakfast menu at this hotel hasn’t changed at all. Moreover, after 8 a.m., staff do not replenish the food. The dining area is also so small that guests constantly bump into each other while trying to find a seat.

Additionally, the room has an overpowering smell, which is extremely unpleasant. While they try to ventilate the space with a large fan and an open door, the smell remains unbearable.

Overall, I’m very disappointed with the lack of improvements and the poor customer service. I do not plan to stay here again.

They mentioned that records of my past three years as a guest have been lost. Even if the ownership of the hotel has changed, this is unacceptable. Other hotels often have reward systems in place, encouraging guests to return, but this hotel offers no such program.

The outright refusal to grant a mere 30-minute late check-out is a small issue but a significant gesture that demonstrates how little they value long-time guests. Losing loyal customers over something so minor reflects poorly on their service.

Jackeline C.

The location is in a really nice area in Eagle rock. The rooms are decent. A little dusty when I checked in but the staff is extremely friendly. The free breakfast is really good. Also they have a laundry room on site. Overall very happy with this hotel, especially for the price.

Trip.com M.

I feel a little bad leaving this review. I normally only book at places that are rated by guests as 4+ stars. The good: - the service desk people were lovely, prompt, and very helpful. - the daily breakfast was good - you get to make your own waffles! And the peach yoghurt! There are 3 kinds of cereals, 2 bread, bagel, muffin, fruit; there are scrambled (ish) eggs daily and either sausages or hash or bacon as the other hot option. Tea, coffee, apple and orange juice. - the bed itself was pretty comfy The bad: - the pillows were lumpy. I have never felt such lumpy pillows in my life. - the room smelled - I am unsure what of, but it was acrid/musty/ something - reminded me a bit of carpet cleaning solution maybe - the air conditioning turns itself auto on/off, there is no continuous air option (or maybe the button is broken?) - this meant I was oscillating between too hot and cool enough when I was sleeping, woke up sweating a few times The unsure: - didn't try the pool.