Residence Inn Los Angeles Burbank/Downtown - Burbank, CA

Great room and service was amazing! Special shout out to Ryan that worked there, he went above and beyond the customer service and made our stay worth it!

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 disappointed overall.

When we first checked in and went up to our room, the room smelled like someone had been smoking in it and tried to cover it up with some cleaning smell. It was so overpowering. We called the front desk and they told us they would change our room, so was a bit of a pain.The room we changed to one of the showers was totally clogged so only could use one of the showers. Otherwise the rooms were fine, the location was convenient and staff overall was friendly and helpful.

My wife and I recently spent nearly a week at this hotel and had a great experience. We were in a very tight spot as we had a mixup with reservations at another hotel nearby (our credit card company’s fault). Anyway, the front desk staff was incredibly understanding, friendly, and accommodating. A very special shoutout to Jane and Jorge at the front desk. While this hotel has everything you want – great location, comfortable beds, spacious bathrooms, it was the people like Jane and Jorge who helped make our stay so great.If you’re considering staying at this hotel, consider no further. Go book today. And say hi to Jane and Jorge!

The room was cozy very cleaned, it’s so quiet, The breakfast was good, employees are very nice, over all nice to stay @ Residence inn😘The Manager was nice . Thnx everyone really appreciate it.