Hilton Garden Inn Burbank Los Angeles — Hotel in Burbank

Beware of this Hilton, they are a franchise and apparently do whatever they want. They charged me a full night stay when I didn't even stay there and spoke to their front desk personnel who said I would not receive a cancelation fee but charged me anyway. We were supposed to stay out there in mid-March but the bomb cyclone storm that moved across the entire central part of the United States disrupted our flight therefore we had to drive from the middle of the country and could not make it there on time. I attempted to call once we knew we could not make it there in time for our reservation (this is a 24 hour drive if you drive nonstop which no one does, and turned into a 38 hour drive because of the storm) but did not have a signal going across the desert. However I called 1st thing in the morning when I did get a signal closer to Vegas, they said they understood and would cancel my reservation without a fee. The man I spoke with told me not to worry about it several times. I asked if I could just change my reservation to a couple of days later but they were completely booked. He reiterated that they understood that this was an act of God and that I did not have a signal and contacted them as soon as I could. Once I realized they charged me anyway I called and talked to the manager on duty. She was extremely rude to me and spoke to me like a child and kept repeating the same thing over and over again that I must provide the man's name that I spoke with or the confirmation number, but clearly he didn't cancel my reservation properly because I never received a confirmation. I gave her a description of the man and the date and time of my phone call so it should have been easy for them to identify who I spoke with, but instead she sent me to the assistant general managers voicemail. I have now left a voicemail 3 different times with him and have yet to receive a call back 3 weeks later. This is the worst customer service experience I've ever received from a Hilton property. I think it's despicable that they won't even call their customers back and talk to them. Instead they figure eventually I'll drop it and they'll get their money but they're wrong. Their employee made an error and they need to provide a remedy for that. But since their management is choosing to ignore a problem instead of offering a solution, I'm going to put reviews everywhere about their poor customer service and treatment of their Hilton Honors members so others are aware of their poor business practices. I'm contacting the Better Business Bureau and I'm also disputing the charge. I've waited long enough for the asst. general manager to call me back to no avail so now I will create a solution myself. I have also spoke to Hilton customer service and they have told me that since this is a franchise, this hotel can do whatever they want. Other travelers should heed the warning that Hilton will not take care of their members if you have an issue at this property. As a Hilton honors member I am completely disappointed in how I've been treated and will no longer stay with the Hilton...

I think I should be refunded of my night stay here. This is the worst hotel experience in my life time. May be a coincidence to me but it is what it is. The rooms are very noisy because of poor acoustic quality. When we were normally walking in the room the room fridge, which was kept inside the cabinet under TV was shaking and making sound. The privacy of the room was almost zero from the sound perspective. In the night the neighbor. created a lot of noise and because of that we could not sleep. It was a fracas going on in the near by room which kept us awake.

Then the second problem was the elevator was out of service in middle of the evening prime time. We went outside and when returned back...then people at front desk told us to climb up the stairs. We were staying at 5th floor of the hotel. My daughter and wife literally struggled to reach there. I saw many elders were also struggling along with their small kids and hand luggages. They were out of their breathe for some time. Kind of chaos as elevators were not working. What a hotel !!! I mean we pay price heftily per night just to face these problems..

The third incident, In the morning, I was going to use laundry system of the hotel. it is an app (ShinePay) based operation along with coin. I went to front desk which was 2 levels down to get the coin, front desk told me that they weren't suppose to give the coin and i should use the Shine Pay app for washing and drying. So, i went again to laundry room and downloaded the app. It was a buggy app and I could not sign up and at last I went to front desk to beg for coins. After i begged a lot she gave me a coin stack which can only sufficient for washing. She did not have coins for dryer. So I was pondering... even if I wash how to dry them up. Kind of a Jigsaw puzzle. She warned me that if I do not pay the cash for the coin as I was not holding cash but few cards, she will send the security to my room to collect money. I was hilton honors member and this was first time I faced in my stay where front desk is asking for money with depleted trust issue with customer. I do not know what customer service they offer. They just need your money thats all ....no care at all. At least they should have basic decorum on how to behave with people who are long standing customer to them.

Fourth, The hotel charges for Parking .... Why parking is been charged for the customer staying overnight. I never faced this before may be new for me but question is when you have hotel and that to with Hilton brand charging premium night stay, can't you provide a basic amenity of parking to your customer. I mean this is the height of looting money from customer. The mindset of making money versus providing customer service was widely noticed here.

Worst hotel and do not stay if you do not have pressing...

Go somewhere else! This place was filled with issues! 1) When we arrived, we learned that the hot tub was under construction, which no one bothered to tell us when we called a week earlier. And a half-hearted apology when we told them how much we'd been looking forward to using it on our vacation. 2) On our 2nd day, we never got maid service! No explanation as to why (we made SURE the "do not disturb" sign wasn't on the door before we left for the day), and when we came home at 4pm from our day on the town and noticed it hadn't been cleaned, we saw a maid cart a couple rooms down from ours, so we asked the maid if she was still planning to service our room. She said yes. 6pm came, still no service, so we went to the front desk to ask when they were coming and to get fresh towels & coffee. They replied, "oh, the maids are all gone for the day." Lovely. 3) Our tub drain was clogged (water took about 30 minutes to drain - nothing like showering in water up to your ankles!) and when we asked the front desk to send someone to fix it, they said they would. No one ever came. 4) No shuttle to Universal! This one might be my mistake, but I could've sworn their listing on TripAdvisor said free shuttle to Universal!! 5) There was only one towel in the pool area, and the gas firepit by the pool wasn't working. We had maintenance come out to light it, but it kept going out. 6) Finally, my last - and probably biggest - complaint about this place is the noise from other guests. Whose genius idea was it to put HARDWOOD FLOORS in all the rooms?!? There's a reason most hotels have carpet...it acts as a sound buffer!

The only positives I can say about this place are 1) friendly staff, 2) easy to find street parking every night (which saved us a TON on hotel overnight parking fees), 3) great location, walking distance from lots of shops and restaurants, and 4) comfy beds with very large TVs in the rooms.

Verdict? We won't be back. We were trying to decide between this and the Garland (fka Beverly Garland) in Studio City. We'll definitely book there next...