Residence Inn by Marriott Los Angeles Burbank/Downtown — Hotel in Burbank

Have been waiting for a survey from Marriott but one never came so I am left with this forum. The hotel is a decent clean hotel. No free parking but at least it is self parking. Online check-in does not work even though mobile check-in confirmed “checked-in” when I was actually not checked in. I checked in September 12. The lady at the front desk told me when I checked in in person that mobile check in is not set up for the hotel. If mobile check in doesn’t work don’t send me an email telling me to check in on the Marriott app.

The studio room with a full kitchen was nice and roomy but the AC was so loud, it could wake the dead. It woke us up every time it cycled on while we were sleeping and the soft bed didn’t help with falling back to sleep either. The AC was so loud, it drowned out any noise from the street. We didn’t need the earplugs that the hotel provided to help with street noise, the AC took care of that. They should have said that the earplugs are provided to help with the noise from the AC.

Our room was on the third floor. The water pressure in the shower was dreadful. Rotating the shower head to the stream setting, the highest water pressure possible, there’s barely enough water shooting out to rinse your hands of soap let alone the entire body. Rotating the shower head to the rain shower setting, the lowest water pressure setting but the most water coming out of the shower head, with the shower head pointed at me, the water dribbled straight down! At least now I have enough water to rinse off but it took about 10 minutes longer than it should have.

The WiFi did not work. As a Marriott Bonvoy member, free WiFi is a perk but instead it was a joke. I go downstairs to ask the young man at the front desk what the trick is to logging onto the WiFi and he gives me a phone number to call and talk to THEIR WiFi service provider! He said the WiFi is down and the router needed to be restarted but I needed to call because it was not the hotel’s fault and not his fault that the WiFi was down!! Really? So how did it become MY fault and I am left to call and resolve the issue? Apparently I wasn’t the only one who couldn’t connect to WiFi. The same front desk guy told me I was the fourth person to complain. Just for kicks, I called the number and the WiFi service help desk guy asked for a bunch of specific questions for my device so he could add my device to the system so I could log onto the WiFi. What??? So you’re going to collect this information from all hotel guests? Are you joking? And no, I’m the hotel guest, you work for the hotel. If a promised service doesn’t work, it IS your fault and you need to fix it and not pawn it off to the paying hotel guest. Some competent person at the WiFi service provider must have fixed the issue overnight because WiFi was working as expected in the morning.

The free breakfast in the morning, some scrambled eggs, turkey patty and the obligatory morning pastries, cold cereal and hot oatmeal was not impressive. Not nearly as good as a competitors free breakfast. It is a good thing we only had to...

We often stay here when visiting family, but we soon fell victim to poor quality and a matching customer service. I was getting ready to take a shower and had the water running to get it warm. As I stepped into the shower, I was hit by scolding hot water that made me jump out of the tub while almost tripping over the liner as it tangles around my leg. I thought I had set the water to be that hot and made a mistake, but soon to discover that no matter where I turned the handle to, it only got even hotter than before. I called the front desk to ask for one of them to come up to the room to confirm about the issue on hand but they chose to send me a service personnel who started taking the plumbing apart in the tub, and after 20 minutes had passed we asked him whether this was going to take any longer as we had somewhere to be and we are yet to take a shower. He said that he needed to get a tool and he will be right back. After he returned, he attempted to continue working and he expressed that he was having a hard time getting through the pipe to get the matter fixed but he would try his best to get it fixed. Mind you we are on vacation for an event that we are running late to because of a plumbing issue that the plumber can't get fixed. We were frustrated as this made us feel anything but relaxed and made us quickly get out if our vacation mood. We politely asked him to collect his tools and consider fixing the plumbing tomorrow after we check out as this is very inconvenient for us because we needed to get ready and changed for our event. At this point our 2nd bedroom guest was done with their shower and we suggested that we would use their shower to get ready. The frustration grew even bigger as the front desk never followed up on the issue ( which I'm sure the plumber had to report back since they were the ones who sent him) nor did they offer any compensation for the inconvenience that this may have caused to our vacation that rarely happens nowadays. It completely left a bad taste in our mouth and left us stressed out on our event day and left us...

I've been a rewards member since 2006 and anymore these days, I'm consistently underwhelmed. I must say that all staff I encountered were great. No complaints there. Location is pretty great if you're looking for drama-free access to the 5 and there's lots of shopping and restaurant option within safe walking distance. There's mobile check in at this location but no mobile key which was a bummer. Parking is $15/night. Could be worse, I guess. The hall carpets are out dated and basically looked dirty to me because the wear and tear allows for all sorts of stuff to get stuck to the freyed surface. My room was clean and had everything thing I needed. Shower only in the studios, no bathtub. The bed was hard and uncomfortable compared to the Marriott's I've stayed at over the past year. The bathroom sink drained so slowly that by the time I was done brushing my teeth, the sink was about 3/4 full of water (and now toothpaste and my spit) and it took a while for it to completely drain. You can't tell me that the last housekeeper didn't notice this. I went down for breakfast about 830am. Typical stuff like waffles, cereal , bagels, fruit, oatmeal, etc. I tried the eggs, sausage, and a biscuit with gravy. I couldn't eat it. It all was so processed and cheap that it tasted like cardboard. I was also unimpressed by the dirty counter tops and floors where people had spilled and no one had gotten to the clean up yet, nor did they by the time I had dished up and left the area. I used the guest laundry as well. Despite the small load that I had, the dryer didn't completely dry my clothes so you'll need to run it twice and I'm not sure when the last time was, that the laundry room was really cleaned. Outlets and wall trip had dust and caked on lint that made it feel like I was in some back alley self service. Overall, it was not an unpleasant experience, but I thought this was Marriott who provides facilities and service that's above the rest which is how you justify paying over $200/night. But that just wasn't my experience. Might as well have stayed...