Runway Playa Vista — Local services in Los Angeles

The experience at Runway has steadily declined since 2021. While the property may appear well-maintained on the surface, ongoing issues with communication, system failures, and lack of follow-through have made it increasingly difficult to justify the premium cost of living here. Runway is currently in the process of transitioning to a new entry and communication system, but the rollout has been repeatedly delayed and poorly managed. Residents are often left without clear updates, temporary solutions, or consistent support when problems arise.

One of the most persistent issues has been the email communication system, which is disorganized and fragmented. All messages are sent to a central inbox, but responses often come from different team members with no coordination between them. Replies frequently break the original email thread, making it impossible to view the conversation history in one place. As a result, residents are forced to search through disconnected messages or repeat the same information multiple times—sometimes receiving conflicting responses from staff members who appear unaware of what’s already been said. This breakdown in communication has been going on for years and shows no sign of improvement.

More recently, issues with the garage access system and elevator entry have created even more frustration. When new garage access stickers were introduced, residents were instructed to place them on the left-hand side of their windshields. After following those instructions, many found the stickers no longer worked. When the issue was brought to management’s attention, the response was that the sensors had been relocated and the stickers now needed to be on the right-hand side—an update that was never communicated to residents. Despite this oversight, no replacement stickers were offered. Instead, residents were told to rely on a mobile app to open the gate, which is not always safe or practical when driving.

At the same time, the elevator connected to the call box stopped working, preventing guests from accessing the building unless someone physically came down to let them in. When asked whether there would be any compensation or interim solution for this inconvenience, the only response given was a generic note about waiting on a technician—no timeline, no alternatives, and no accountability. As of 7/13, it is still not fixed.

Another area where service has declined significantly is package handling. While it is stated in the lease that Runway is not responsible for packages left outside the secure package room, management used to go out of their way to move misplaced deliveries from the open mailroom into the locked package room on a regular basis. That level of care and attention hasn’t been a priority for at least the past year and a half—and the problem is only getting worse. It’s now common to see 20 to 30 packages piled in the mailroom, left unmonitored and vulnerable to theft. This, like many other resident services, has been allowed to deteriorate without acknowledgment or course correction.

These are not isolated incidents. The communication breakdown, declining service, and absence of accountability have become patterns—and the lack of urgency to resolve them is disappointing. For the cost of living here, the level of disorganization and dismissiveness is completely unacceptable. The systems are broken, the staff is disjointed, and the residents are the ones left...

My wife and I have been living here for over a year now and for the most, haven’t had any issues. However our most recent experience has us questioning our decision to renew our lease. It all started a few weeks ago when our laundry machine stopped working. After not hearing back for a few days, we stopped by the office to ask for an update where we were told that someone had came in the day prior and confirmed that the washer had to be replaced. We told them we weren’t notified that someone had came in but we were fine since at least we were getting a new washer. We ask that next time they come in, to please give us a call ahead of time since we have a dog and we wanted to be home with him if someone enters.

The next day, we find out that someone had again entered our room while we were at work. We only found out because we saw that our work order was closed and there was debris left on the floor next to the washer and dryer . There was no note from maintenance or anything but again we were fine since they got the replacement washer fairly quickly. When I opened up the washer however, I could already tell they had just given us an old washer. I’ll post pictures below so you can see for yourself on what they thought would be okay for a replacement. I don’t know how they would be okay with a washer that had hair and mold growing inside especially for a property that is charging $6000 a month. I emailed these pictures to management and stopped by the office to talk to someone. There we were told that someone would give us a call the day after with updates.

After not hearing back all next day, I stopped by to talk directly to someone again. This time, they admitted that the washer indeed came from a vacant unit and it had be mistakenly put in our room without being cleaned. They apologized and offered to have someone come by to clean it. At this point, we were fine with that because our laundry was starting to build up. A few days later, someone comes by to clean it but of course, it’s still in pretty much the same condition minus the hairs. We tried running a load but our clothes came out smelling like mold and you can see after that the water is still dirty. I took some pictures and again sent them to management with a note to please call me back ASAP so we can resolve this. It has been over a week and there still hasn’t been a response. I’ll post these after “cleaning” pictures so you can see for yourself.

You can really tell how a complex is when issues start arising and how management deals with it. We can look past the aging appliances because this is a really nice area to live in. However the lack of communication and the nonchalant attitude towards our issue despite the premium price we pay to live here has us questioning how they would handle other issues as they start to come up with this...

I recently moved into this community so I'm still sussing this out but this has been my experience so far -

I came to look at a spot while the transition to Bozzuto was happening. Although there was a lot of confusion throughout the application process because of the funky timing, the staff were ABSOLUTELY AWESOME to work with, especially Lauren who was my main point of contact through the leasing process. I 100% would have moved on and found a different apartment had it not been for the awesome attitude, practicality and flexibility from working with Lauren and the other staff.

Pros: The staff, #1. These people are awesome.

The location is great. Lots of easily walkable spots.

Maintenance requests are taken care of quickly and easily through the app.

Getting packages is super easy. They've got a Parcel Pending locker. Way cool.

The amenities are great.

The community is cool. Everyone's been really nice.

Cons: Parking for visitors is a little rough in this area. It's 2 hr limit on the streets from 8am to midnight and there's very limited guest parking that fills up fast. Getting an additional spot is $150 a month, which is pretty steep if you're just trying to sort out a place for your friends or a romantic partner to be able to park overnight. I'd imagine some solutions are coming for this issue in the near future (especially since parking enforcement are likely to be returning in full force post pandemic), but this is a consideration for sure.

You can definitely hear the upstairs neighbors walking around (if you have upstairs neighbors). I'd recommend a unit on the top floor. It's not extreme, but more noticeable than other higher-end rentals in my experience. If you're like me and hearing the neighbors walking around drives you nuts, go top floor.

Bizarrely, you have to supply your own overhead lighting in some rooms. This is a first for me in a rental. It's wired up for it and there's a switch on the wall... but you have to get your own overhead light. I'm still not sure if that's a mistake or what, but... yeah, I guess you have to supply your own lighting for the dining area in some units. Beats me. When you check out a spot and there's the little circle where you assume they'll put up lighting if you want it, ask first.

Overall, if you're thinking about moving here I'd recommend it. If for no reason other than the people working here are really really great. Most of the issues you can have with an apartment complex are pretty easily mitigated if the people who manage the property are cool and know what they're doing. The outdoor spaces are beautiful and it's probably the best combination of quiet and convenient as can be found in Los Angeles. You're simultaneously in the middle of a lot of things and also in nice...