Hotel Burbank — Hotel in Burbank

I had a lot of problems with my stay here. The first is that they were not clear about where the free airport shuttle goes. I booked because it had a free airport shuttle but it only goes to Burbank Airport. I admit to being a little bit of a yokel. I didn’t realize there was another airport near the hotel. This resulted in me having to find my way to the Burbank Airport in order to get the rest of the way to the hotel. I took a bus and a train to BUR. Once I was there I called the hotel to inquire about the shuttle. They told me where to meet it and then told me it would be leaving before I could get there and then they would send it right back. I waited 30 minutes in the rain and then called again. They said they would send a van right away and it should be no less than 10 minutes. It too another 20. All-in-all it took four hours to get from LAX to my hotel. I didn’t have the budget for a $100 shuttle or Uber.||I got to the hotel after a ride with a very sullen driver and checked in. No apology for the long wait for the shuttle that should have taken 10 minutes. I got my room key and went to the room on the 15th floor. ||I ran a bath right away. The cover over the overflow hole fell off into my bath. It was moldy.||I got out of the bath and prepared to go to bed. I called my loved one and noticed it was LOUD and pretty chilly. I heard fire trucks and honking and traffic. It seemed like there wasn’t even a window. Wrong. The window was open and wouldn’t close. ||I called the front desk and told them about these problems. They promised to call maintenance. I waited a half hour before calling again because I had an early day tomorrow and needed to sleep. I was told to pack up and go to the front desk because I had to relocate. Once a new key issued, the old key deactivated. I was in my pajamas but down the elevator I went.||I got to the front desk and the young man was nice. He issued a new room key on the 12th floor. The window was closed but the room smelled strongly of cleaners. It made me cough all night. ||The outlets by the beds did not work. They also did not hold any plugs. The plugs just fell out. The same with the ones at the desk. My watch was dead in the morning and my phone was not charged. Only the one in the bathroom worked. Not very convenient. I had dead devices the next day even though I tried to get as much charge in the bathroom while I got ready. The cold water at the sink in this room was so tight I could barely turn it on. I could barely turn it off. ||Now the stay gets better. I got packed and had breakfast at the cafe. The coffee was good. The staff was friendly and the omelette was perfect. I checked out after eating and taking a look around the lower floor. ||The decor is great. There are cute little nooks that are perfect for selfies. There a lots of places to lounge comfortably. The bar feels upscale. There is a vending machine from CVS with lots of necessities. I enjoyed the little art installation off to the side of the cafe.||Honestly, if they could get it together with the shuttle situation and the other room problems, it would have been a...

The manager, “Lola,” and her staff are rude and discriminatory against elders. I booked two nights for my parents so they could attend a funeral. I was expecting them to be taken care of and receive adequate service during this difficult time. My parents are older and are hard of hearing. When they returned to their hotel room after a difficult day, they came back to an unserviced room. When my mom called the housekeeping line to ask why they had not serviced their room, she was told that guests have to request it and that she was told of this at check in and that there are notes inside the room indicating this. This is simply untrue. They were not told of this expectation (which I think is just absurd to ask guests to take action. Guests should be taken care of…after all, that’s what you pay for) and there were no notes inside the room. My mom was transferred to the front desk and as soon as they heard her spanish accent, they hung up on her. At this point, my mom called me and told me what happened. She was distraught and felt extremely disrespected. I called and asked to speak to the manager, the manager answered and indicated that she was aware of the issue already. She talked over me several times, did not take accountability for their wrong doings, and did not apologize for her staff hanging up on my mother. “Lola” had no compassion when I told her my parents were there for a funeral and I expected them to be treated kindly and with respect. These are things guests shouldn’t have to ask for. The manager was just as rude as her staff, refused to refund me any part of their stay. I think a full refund of one of the two nights is reasonable given that my parents were mistreated. When I said I would escalate further, she simply did not care. I told her I would never book a stay there again and she seemed unbothered. Also, the rooms and facilities were very outdated. Later, I found out this used to be a Holiday Inn…they simply changed the name. This hotel needs a major overhaul of its facilities and more...

Poor cleaning, lack of amenities, excessively strong shower pressure, and a calcified showerhead ruin stay at Hotel Burbank

Rating: 1 out of 5 stars

We are very disappointed with our two-day stay at the Hotel Burbank in Los Angeles. Several factors negatively impacted our overall experience.

Firstly, the hotel room was not cleaned during our stay. We had to clean the room ourselves, including making the bed and changing the towels. Additionally, there were no glasses or cups in the room, which made it impossible to have a cup of coffee or tea.

Secondly, the water pressure in the shower was extremely strong, leaving red marks on our skin and making showering painful. This was particularly distressing for our young son, who refused to shower after the water stream hit his eyes.

Furthermore, the showerhead was not adjustable and calcified, which made using the shower even more difficult and unhygienic.

We reported these issues to the hotel staff, but no action was taken to resolve them. We are very unhappy with the level of service we received at this hotel and would not recommend it to others.

Recommendations:

The hotel should improve its cleaning standards to ensure that all rooms are cleaned properly before new guests arrive. The hotel should provide basic amenities in all rooms, such as glasses or cups. The hotel should check and regulate the water pressure in the showers to ensure it is comfortable and safe for guests. The hotel should clean the showerheads regularly and replace them if necessary to remove limescale deposits and ensure hygiene. The hotel should train its staff to handle guest complaints promptly and effectively. Additional notes:

We were particularly disappointed that the hotel did not take any action to address our concerns after we reported them. We would like to warn other guests about the potential problems they may encounter at this hotel. We believe that the hotel needs to make significant improvements to its service and amenities before it can be considered a good value...