SpringHill Suites by Marriott Los Angeles Burbank/Downtown — Hotel in Burbank

Last week of a 28 day stay so updating review:

1 recommendation for hotel management: There is a difference between a service animal and a companion animal. Clearly Pekingese, toy Yorkshire terrier, or Maltese are not "service animals" , especially when the owners leave the "service animal" alone in the room for 8 hours where it whines and barks. Perhaps edit your policies to only allow certified Service Animals as defined by the ADA."The ADA defines a service animal as any dog that is individually trained to do work or perform tasks for the benefit of an individual with a disability, including a physical, sensory, psychiatric, intellectual, or other mental disability"

This is my second time staying here this past weekend. I love this hotel, but the stay this past weekend did disappoint. When arriving late night on Friday, I was informed that their system had a glitch and they had overbooked the 2 queen rooms; unfortunately, I had booked one of these type of rooms. Billie was outstanding, he informed me that they would be able to accommodate my party of 5 into 2 king size bed rooms for that night. At this point I didn’t care what I got after an exhausting 6 hour road trip. They advised me to come to the desk the following morning to check into my original accommodation room of the 2 queen size beds. The following morning (Saturday) I went to the desk and asked about staying in both these rooms instead of getting my original room. The gentleman at the desk stated he was going to call the manager and asked and advised he would call me in about 20 minutes. Well, 25 minutes passed, no call received. I go downstairs again and it seemed as though he forgot to call the manager so he told me he would call me in about 10 minutes to my room. I told him I was waiting for the cal in order for us to go have lunch, so I would wait in the lobby. The manager came and talked to the front desk guy. Front desk guy informed me they wouldn’t be able to accommodate us to stay in those rooms, ok understandable. So I asked him to please rekey my key and issue me my original reserved room. He stated it would be about 30 minutes for our room to be ready…ok so I asked him if we can leave our stuff down here since my family had a lunch to go to. He said sure. 5 minutes pass by and here I am packed up with my belongings as well as all my members of my family ready for them to stow away our belongings. Billie started his shift and addressed me by my name and asked me if I needed help, I informed him my room wasn’t ready/so I needed for them to care for my belongings. He checked the system and to my surprise there was a room ready for us. So here we all go with our luggage and all back to the second floor down the hall from where we originally stayed. I understand things happen, but at that moment with going back and forth with my luggage and ME needing to follow up with front desk was just not ok. I expect for communication to happen when it’s not my fault that my room was overbooked on the original night I booked for. I am not one to argue, and during this time I was nothing but thankful and nice to all personnel. It was just such a...

Highly recommend Springhill Suites! I stupidly had booked via a third party and said third party messed up the resv from a 2 queen suite to a 1 king. After some back and forth with the third party that assured me they resolved it, they hadn't. But Springhill Suites stepped up and created a solution that worked for everyone. I can NOT tell you how wonderful Andre and Miranda were at the front desk! So gracious, so caring. If their boss is reading this, please give them a service bonus because they went beyond for their guests. ||As for the hotel, lots of dogs and happy guests! We arrived during the CA wildfires and they treated everyone so graciously. We found that a donation table had been created for those displaced by the wildfires and although I don't know where they came from, the fact that the hotel allotted an open space for the supplies, had dog biscuits at the front desk as treats and just all around great open atmosphere was so pleasant. ||We found there was freshly made free popcorn by the bar during happy hour and the included breakfast was so good! Lots of variety too! (Oatmeal bar, Cereal bar, eggs/turkey bacon/sausage hot bar, juice station, toasting station with white bread/bagels with variety of spreads, muffins and fruit to take too. And of course coffee and tea! They even had oatmilk!!) Weekend and weekday hours are slightly different but they really wait until everyone has their fill before they fully shut the breakfast bar. Great seating area to eat too. ||Beds in the 2 queen were comfortable although I didn't like any of the 3 pillows on my bed. Nice separate desk and seating area before the bedroom. The bathroom included shampoo/conditioner/body wash inside the shower for convenience. And of course a hair dryer. The bathroom door is a sliding door with frosted window which I have to cross from shower to toilet section so be aware if you're "shy" by a frosted window space. They have housekeeping come every 2 days and can exchange towels too. Small closet space in the back and microwave/fridge bar section in the front. ||(Also very good location to get on the highway or to even walk to town! On sat, we were able to walk to the nearby farmer's market which had wonderful selection of produce stands, juice stands and a honey seller among other businesses). ||Overall wonderful stay! I would definately come again the next time...