Hilton Garden Inn Burbank Los Angeles

Aishah made check-in so easy and helped my family and me get settled without a hitch. She was quick to take care of anything we needed. The service from everyone was amazing, and this is definitely our go-to hotel when we’re in the area.

Cynthia made us feel comfortable from the moment we walked in. She brought towels for the pool and extra water for everyone, which was so kind. Our rooms were very clean, and we loved being able to connect to our family Netflix. My family had a great stay, thank you!

The front desk team is great, friendly and helpful, and the rooms are fine. It’s a good spot if you need to be near Universal and similar places. I wish I’d known you could park on the street and save on hotel parking. My big issue is the strong synthetic fragrance pumped through the hotel. Thankfully it didn’t reach the rooms, but I’m concerned about chemical fragrances and their possible effects on sensitive people and others. Many people don’t realize they may contain carcinogens and endocrine disruptors, and I believe they’re not regulated because of legal loopholes. Hotels shouldn’t pump these scents through the HVAC. I feel it’s worse than cigarette smoke exposure and a chemical trespass, especially for employees’ health. I hope Hilton stops doing this. Apart from that, it’s a good hotel.

It was clean, and the manager did credit half a day on each of our four rooms, but communication was awful. The customer service training needs work across the board. We arrived at 7:30 in the morning and asked about early check-in. We were told housekeeping was starting to arrive, and Jazmin was sure she could get us in. We grabbed coffee and came back to find we had one room, with instructions to wait for the others. We offered to put all our things in the one room, but were told to wait and assured she could get us in. That turned into a four-hour wait. Several times we were told to return to the desk in ten minutes. We overheard the front desk clerk and housekeeping manager discussing which cleaned rooms might be given to us. Then we heard rooms were promised to arriving pilots, and that people had already checked in online. The explanations kept changing. We asked for a manager, but only later, after talking with staff who seemed untrained and uninformed, did we learn we had been speaking with Elif, the Sales Manger. We said we couldn’t believe only one room had been cleaned after four hours, while they were still saying nothing was available. Elif said it wasn’t hard to believe, since they had to make sure guests didn’t get an unclean room. We found that outrageous. She kept a straight face and said it was possible. She didn’t ask housekeeping if any other rooms were ready; instead, she offered a “free cancellation so we can find another hotel.” We chose this location for a reason and would have been fine if they’d simply told us from the start that early check-in wasn’t possible. Making us wait while suggesting rooms might be available was unacceptable. During that conversation, Lester, the Hotel Accountant, interrupted without knowing what we’d discussed and said check-in wasn’t until 3 and no rooms were available. Later, the general manger contacted us and tried to make things right by offering half off our first night. I’m still disappointed by the poor communication and inability to handle a common issue. This could all have been avoided by telling us at the outset that early check-in wasn’t possible. We would have been fine.