Extended Stay America Suites- Los Angeles - Burbank Airport — Hotel in Burbank

I stayed here for 2 weeks and it has so much potential to be a nice hotel for extended stays....but poor management of services and the upkeep of the hotel force me to only give it 2 stars.

Let's start with the good: Michael at the front desk is AWESOME and so helpful. The other guy that works there is also very helpful and kind. It's a pet-friendly hotel. Big parking lot and the parking is free. Great location next door to Staples, Lowe's, Target, and lots of restaurants. It's safe to walk around the area. 5 minute drive to Burbank Airport. The laundry room in the hotel has 5 washing machines (2 oversized) and 5 dryers. It's $3.00 for a wash and $3.00 for the dryer. You can download the app and pay for it online. Much easier than getting quarters. Complimentary dishes available on request. Full size refrigerator and 2 burner stove top.

Needs Improvement: One of the females that works on the front desk was rude and always made me feel like I was interrupting her and she never followed through on anything she said. The complimentary WiFi was hit and miss. The carpet in the hallways smells and needs to be cleaned. Some of the guests here (who appear to be long term residents) are kinda rough around the edges (and some mentally unstable) and I noticed the police frequently drove through the parking lot on a daily basis. The train is very close and was quite loud - even with the windows closed and the air conditioning on. My biggest complaint is the LACK OF HOUSEKEEPING. They told me they only clean the rooms once every 2 weeks! I had overflowing garbage and ran out of towels and told them I'd pay the $10 to have housekeeping clean my room. I scheduled it and then for 2 days they didn't clean my room - even though the front desk assured me it would be done. The 2nd week I requested housekeeping and once again they didn't show up! The front desk said they'd make sure my room got cleaned and once again it didn't . I had to dump my own garbages in the garbage room located at the end of the hall. I asked the front desk to give me fresh towels and toilet paper (which I had to pick up from the front desk). My room key got deactivated EVERY DAY during the 2nd week. So I had to keep lining up at the front desk to get a new room key issued. Only 1 elevator working and it feels old and rickety. I was nervous I'd get stuck in there every time I got in it. I opted to take the stairs whenever possible. The complimentary breakfast includes coffee and a granola bar. Half the time the coffee canister was empty by 8:30am.

In summary, management need to hire more housekeeping personnel and clean the rooms on request or at least once every 3 days (without a charge). The carpets need to be cleaned so the hallways don't smell. Fix the 2nd elevator! Give some customer service training to the female front desk clerk. I won't stay here again. There's a Courtyard by Marriott that I'll use the next time I'm...

We recently stayed at the Extended Stay America in Burbank, California. This was our first time staying there and it was the most terrible experience we have ever had with any hotel. Not only is the customer service horrible, the staff including the manager lack basic hospitality etiquette and common sense guest service skills. This place would be a great candidate for Hotel Impossible. The manager and the staff gave us a sub par check-in, the room was not clean, and they gave us only one bar of soap in the bathroom for two days for two people, and the floor was dirty as well. But this was not the biggest problem, the problem was their attitude. We did not feel welcomed at this place. No one ever smiled and I am assuming because they don’t like their jobs. Hotel lacks basic amenities in the room and the “pick up and go” breakfast was a joke. They had old packaged muffins, and there was no coffee. In fact, we had to walk a block away to another hotel’s lobby to buy coffee from their coffee shop. When we went to the front desk to confront this issue, the agent at the front desk was on the phone for over 15 minutes and did not even the courtesy to get back to us and completely ignored us. We finally gave up and left the lobby. Later when we went back, the manager was not in the office during the weekend hours which is by the way the busiest time of the week in the area and she was not there and left ill-trained, socially inept customer service agents in her place to deal with the daily operations of this hotel. We spent close to $400 for 2-days of stay but we ended up changing the hotel after two days even though we had initially planned to stay there for a week. The reason we booked the hotel was the location for its convenience, but don’t let the location compel you to book this hotel which lacks customer service and common sense empathy for the guest. There are other great options in the 5-mile radius so research before you book. I initially ignored the bad reviews for this hotel which was a terrible mistake. Finally, the main issue was the lack of guest service and empathy for the guests especially who travel thousands of miles to enjoy beautiful California. The staff and the manager should take hospitality courses and to get better training. If they only care about the bottom line, they are mistaking. I would never book with them and with the franchise and would tell family and friends who travel extensively to stay away from them. Stay away...

I am very unhappy and unsatisfied with the serice and quility of the room I got I stayed at your extended stay burbank California location. From the outside it looks great. But once I booked and got inside I immediately regret booking here first the people that are hanging out in the parking lot and lobby were super shady I didn't feel safe. Then once I got to the counter to check in. The lady helping me treated me in a way I felt I was being looked at like I was a criminal or up to no good. She processed to ask me if it was just me and when I said no I have 1 other person coming. She responded very rudely " where is she" I said " on her way here" she then replied with " I need her information " I told her "I could give her her name" she then insisted she need my guest ID which I have never been asked but the 100s of hotels I have stayed at for my guest ID. So then I got my key carried my heavy bags up to my room. Was not offered a cart or anything. Once I got to my room 405. My key would not work. Then I had to carry my heavy bag back down get my key card fixed the lady seemed bother that she had to fix it then once I got in my room I realized that the room I rent didn't match the one on the website. So when my guest arrived and I had to check her in I told them my room was not what was advertised they told me that it was cause mine was not a Deluxe suite and proceeded to argue with me when the website clears shoes a different room then the one I was given. Plus the room 405 smelled very badly of cooking grease like someone lived in there and cooked alot of burgers. Then I noticed how dirty the room was and was missing a microwave. I the manager gave me a different but was the exact same layout but this one smell fresh. However it was still very dirty it had stain on the wall and the floors and the doors. I also noticed trash in the hallway. It smelled very badly the people next to me were blasting music all night. Even after the manager told them to turn it down. And the elevator were nasty dirty and the inspection permit were expired and they didn't operate the way they should. And lastly the sound of the fork lift and trucks at 4am and 5am is ridiculous why are your windows not sound proof if the airport is nearby i know for a fact that they are on houses in this area. So this hotel is terrible and I would never stay at another extended stay if they are like this one I'm hoping you will address this make it right I HAVE PICTURES...