Best Western Plus Media Center Inn & Suites — Hotel in Burbank

Please read my review and understand it saddens me that it had to come to this! I must say I was not happy the moment we drove up, but it was late, long amazing day at Universal Studios and we were all super tired! I will leave all the little stuff out due to the recent being a bigger issue! We drove in so my daughter had her own pillow and blanket! After checking out we decided to see the Hollywood sign prior to driving back to the Bay! My daughter then remembered she forgot her pillow! We then return to the hotel, I talked to the man at the front desk telling him we forgot my daughter's pillow, he gave me a new key card no problem, I went back in to the room, made sure I grabbed the right pillow, left the room, returned the key card, thanked him and apologized as well. I got an extra charge the following day so I called the hotel to ask why? I was then told it was because there is a missing pillow! I then explained what happened and he says "oh yes I remember you"! I was like "yes, he will help me", but no he went on about a pillow count! He then said maybe someone from my party took the pillow! Ok, my 9year old or my mom! Seriously!? I then got upset due to my family being accused of stealing! I then called Best Western's corporate office to have them help me since I am a member and only stay at Best Western hotels while traveling! I was helped by a nice woman who basically told me there was nothing she could personally without the help of the manager from that hotel which just so happens to be the same man I talked to (Andrew)! At this point it is no longer about the money! It is about what is right! How am I to know how many pillows there are when I walk in a room and how am I to know the maid that saw me leaving with our pillow or the manager himself didn't take it? This isn't right! Hotels should not be able to just charge you what ever when ever they want! I have Never had such an awful experience at any other Best Western hotel and now I am pretty sure I will no longer be loyal to them! Especially after their corporate office didn't even really try to help me! I have since emailed Best Western's corporate office and have yet to hear anything back and I have also filed a dispute with my bank! My bank is amazing, they do have their customers back and I know they will try to resolve this issue on their end if possible (Golden1 credit union). It's sad how one person at one location can seriously create such a horrible experience! I am one to brag when something is amazing, keep my mouth shut when it's not and only say something that is not amazing when it is truly that bad and this is that bad!! Thanks and have a great stay somewhere else when visiting...

If I could give a negative star, I'd give 3. The Manager (Ishver Patel) is full of ** and so is his maid service. My family and I vacationed there August 2017. Just today my husband noticed we were charged a smoking fee of $200.00. I phoned them to question this fee, and was informed that the maid had phoned him to our room after we had checked out. Be advised that we were in our room with the maid before I went down to check out. The manager stated that he noticed the scent of marijuana in our room. Total BS, he never came to our room, we were late checking out of the hotel, and on top of all of this the maid was complaining about having to clean the room up, due to the food containers, candy wrapper, etc, that were left behind from our Universal Studios day trip the evening before (Hence, kids and their junk food) To make matters worst, upon checkin to the hotel, our suite didn't have working remotes to the televisions, the night staff crew didn't have access to the "closet" where extra equipment was kept. The young lady that checked us in and came to the rooms with very nice might I add. She should actually be the Manager (in my opinion). We requested to speak with the manager, and never even received a phone call or visit to our room the next day. A message was left at the front desk for the "Manager to call", and still no response upon our return from our day trip at Universal Studios. The Manager was never available. But now...He was available upon our checkout, supposedly. This hotel needs better staffing and management.

I phoned the manager today, and after listening to his convoluted story, he hangs up in my face. You better believe that the Corporate office will here from me even further regarding this matter. I am a travel agent and know all the hotel rules in's and out's, and know for sure none were broken on my/my families behalf while vacationing at their facilities.

Oh, and get there early for parking, because the lower level parking is very creepy!! I wouldn't recommend this hotel to any of my future...

Worst hotel I've ever stayed at. We were booked for 2 nights in a 2 bedroom suite to go to Universal Studios. The hotel is extremely dated and the room felt like we were in a basement. We figured we would be fine as we were really only sleeping there and spending out day out of the hotel. The first night I noticed 1 or 2 dead bugs in the washroom. As my kids were already in bed for the night, I wiped down the whole counter and decides to leave it til morning. The next morning, more dead bugs in the sink and a bunch crawling around the counter. When I went into the 2nd bedroom there were a bunch of bugs crawling all over the dresser. We began videoing and photographing to show staff. We piled all of our belongings away from the bugs and talked to gentleman at the front desk, showing him the video. He apologized and said they would check it out but probably would need to move us rooms. We let him know that we'd be out for the day so he said he'd call and update us. About an hour later, they left a voice mail telling us that we'd be moved to 2 adjoining rooms as there were no other family suites available. When we called back, he suddenly changed his mind and said the room was fine and they had it all cleaned. 12 hours later...we returned exhausted from Universal to find bugs crawling everywhere yet again. We packed up all of our belongings and demanded a refund. They refused to refund us or move us rooms. We declined and said we already had made a reservation elsewhere. As we were walking out the door, they suddenly offered us a pair of adjoining rooms upstairs. When we questioned why had they removed this option after offering it to us this morning, they made random excuses and we said we were done and left. We are out $600 from their bug infested hotel room. I wish I could add videos to this review as the pictures don't...