Residence Inn by Marriott Los Angeles Glendale — Hotel in Glendale

Recently I stayed at Residence Inn. I had reserved a 1 bedroom suite with sofa bed. We were given keys to room, and when we got to the room, we had been give ADA room. We did not ask for an ADA room. I wanted to immediately go back downstairs but we were on a tight schedule for a wedding rehearsal dinner and the family said we can make due. They quickly changed their mind. There were only three towels, hand towels and wash clothes. There was no place to hang my wife and daughters dresses since the room is designed for handicap. There is no place to hang wet towels. We started taking showers and the GFI plug in the bathroom tripped while using their hairdryer. We tried to reset it but it would not reset. We got ready and headed downstairs to meet our Uber. While waiting to notify the front desk, the person at the front desk asked if the people checking in if they wanted daily room service. When I checked in, I was told there would be no room service during our three day stay. We returned the hotel and decided to walk to the mall since there is no other places to eat close by. The walk there was not bad, but the walk back we encountered some unsavory characters. Not the best neighbor. That night we tried to close the curtains, they are automatic, but they would not stay closed. After numerous tries, we got them 90% closed. My adult daughter was going to sleep on sofa bed. We pulled it out to find a cheap coil spring mattress. Just like the cheap one at the residence inn in Reno from the month before. I had called and talked to Matt in Glendale and he told me that they had never had a complaint about the sofa bed mattress. Matt, your sofa bed mattresses are JUNK. You can feel the coils when you roll in the bed. You can feel the metal bars in the soft bed if you are a side sleeper. there are new sofa bed mattress that are so much better. The next morning the breakfast was okay, good choices. We met some friends and headed up to Griffith park. The ADA showers allows water to run all over the floor of the bathroom. So I had to go down and get extra bath matts, hand towels and wash clothes since were only given three for a three day stay. My daughter was using a socket in the kitchen area, my wife plug her curling iron in, in the bathroom and we blew two GFIs. The maintenance guy had showed me where the Electrical panel was. We had popped two circuits. We finally found two sockets that allowed both hair dryer and curling iron to work at the same time. After the wedding we had the same problem with the automatic curtains in bedroom and by the sofa bed. Looking at the curtains, it appears people have been yanking on them, and bending the curtain rod valance. The next day we spend touring the area with some friends. Went to Italian restaurant at the mall. I was surprised at how many armed security officers are at the mall. That night , more problems with the curtains that kept took several tries to stay closed. My wife and daughter used the King bed, I slept on the cheap sofa bed mattress. Back in February I debated getting two rooms at the Hampton suites, or staying in a suite at the Embassy suites. The Hampton is closer to the mall and its restaurants and stories. I had stayed at a Marriott property in Maui last year and I was pleased so I opted for these two wedding to stay at Residence inn. Both have been extremely disappointing. Sofa bed is a joke. We should have been notified we were being put in an ADA room during check in, The ADA room is not set up for normal guests, and was not set up for three days with no service. And why was other guests offered daily service when...

We have stayed at this residence in many times over the last couple months and due to its location will be staying there again this week. But if it wasn’t for the location I would never recommend this Hotel. I am a Diamond member with Hilton and I and doing the Marriott Challenge to get to 16 nights in 90 days so I can become platinum. My original reasoning for doing this is because customer service has become so bad at Hilton I wanted other options since I travel 4 days a week every week, but Marriott customer service is actually worse! To name a few reasons I booked a 1 bedroom suite this past week for 4 nights for my self and my family and when we arrived we were told “oh sorry those are sold out!” I mean what is the point of booking a certain room directly from the Marriott website if you are going to consistently overbook the hotel. This is not the first occasion this has happened because it happened to me a couple weeks before. So I was downgraded to a studio and only charged $17 less for that room when it did not fit the needs of my family of 4. But when it comes to customer service “Michael” at the front desk is HORRIBLE! I run 34 doctors offices around Southern California and I would never allow my team to treat anyone the way he did. He had a very passive aggressive personality and simply told me that “over booking is what we do and even though I made my reservation days before my credit card hold that the website asks for was not good enough and that the other customers actually have their credit card to charge so I missed out” he also told me he could put me in 2 studio rooms since the 1 bedroom is not available but they are not adjoining which makes no sense because I have a 7 and a 10 year old who can’t be alone in a separate hotel room. He didn’t care at all! Extremely upset with his performance and his name tag said “customer service expert” not at all! I even let Michael know that the way he was talking to me was not appropriate so I asked for the district manager and I was provided with a card for Shionda Wood General Manager. I called Shionda on speaker phone in front of Michael and left her a voicemail letting her know I would like to discuss my experience and low and behold no call back. Wow Marriott not sure who is seeing this but if it wasn’t for the platinum challenge and my kids filming a movie right now we would stick with Hilton 100%. I have been a Diamond member with them which is the same as your Ambassador level for 7 years and spend over 200 nights a year in their hotels and was really hoping to the same in yours but I know the organization has a great vision for customer service but unfortunately at the team level the message is not getting carried out. Oh and I was also told that you have to call in the morning of your arrival to secure your room even if you have had it reserved online for days, weeks, months, etc because just because you booked it doesn’t guarantee you get it. Its whoever arrives first so if you have a late flight or work late and can’t arrive early you have a strong chance your room...

Stayed December 2023 with 2 kids.

Booked a 1 bedroom king suite on points and cash. I texted the day of asking to get the sofa bed set up in advance. I was told city code doesn't allow that. Easy to set up on my own either way. Linens were already in the room so at least I didn't have to wait for that. Parking was on site in their attached garage and was $35/night.

The room was large and clean. It has a more modern design suggesting it was renovated relatively recently. It also included motorized curtains that were more trouble than it was worth. I love tech but I think manual curtains would be better. Room had a full kitchen with large refrigerator and freezer, dishwasher, sink, and cook top. Also included various plates, bowls, cups, cookware, and utensils. Dining table was enormous with seating for 8.

We were assigned an accessibile room (not our request or desire) but tried it out. The door to the room closes extremely slow. Certainly makes sense for the room type but I could almost make it to the elevator without the door closing from full open. There were no coat hooks in the entry hallway from the main door so we ended up piling everything on the desk. Outlets were difficult to sort out by the sofa bed for our kids' sound machine and baby camera. Outlets were easily accessible in the bedroom. The bathroom was a wet room with no wall between the shower and rest of the room. Not something we liked as the kids could run around while trying to get a bath. Water pressure in the shower was terrible. The bathroom sink shot out 10 individual streams of water, with high pressure, which made everything difficult. Oddly the kitchen sink was a normal single stream which we used more often. There were also no towels hooks in the bathroom...or anywhere else for that matter. Room only had 3 bath towels stocked so I would ask for more at arrival.

Location of the hotel was great. 10-15 min walk to the Galleria or Americana. Short 5 min walk to the shops and cafes near by. 15-25 min drive to Universal Studios (traffic dependent).

Hotel had morning breakfast which was quite good. Morning spread had the usual eggs, bacon/sausage, tater tots, cereal, oatmeal, and milk. Also had 2 waffle makers which were quite good. Assortment of bagels and mini muffins with toasters. Can get quite packed later in the morning once the hotel's worth of kids are up.

Considering the number of families in the hotel it was relatively quiet. Could still hear kids jumping off of various pieces of furniture or banging around.

Overall a very pleasant stay and great for our family. Would come back...to a regular and not...