Extended Stay America - Los Angeles - Burbank Airport

Business response:

Dear Crystal, We’re glad the accommodations met your basic needs, though we understand the experience may not have lived up to your expectations in terms of cleanliness and overall condition. Your comments have been shared with our team so we can work on improving both the service and upkeep of the property. We appreciate your honesty and hope future visits offer a more comfortable and polished stay. We would like the opportunity to serve you better in the future and hope you will consider a return visit. Sincerely, Hotel Ma... read more

Business response:

Dear Mai, Thank you for sharing your experience. While we're glad the location and in-room kitchen setup initially drew you to the property, we regret that the overall condition and limited availability of kitchen items affected your stay. To ensure cleanliness, kitchenware is kept at the front desk and provided upon request, though we understand how frustrating it is when supplies are limited. The concerns regarding the elevator's condition will also be reviewed with our team to ensure the safety of our guests. Your feedbac... read more

Business response:

Dear Marie, We’re sorry your stay was disappointing and that your expectations were not met. Every guest deserves a comfortable and well-prepared space, and we regret that your experience did not meet that standard. Kitchenware and small appliances are kept at the front desk to ensure each item is cleaned and ready upon request, but we understand this may have been inconvenient. We are committed to providing respectful and professional service to all guests and take all feedback seriously to make continuous improvements. Eve... read more

Business response:

Dear Sean, We’re sorry your experience left you feeling uncomfortable and disappointed. The condition of the property, the amenities you expected, and the general atmosphere should have provided a much more positive impression. It’s clear that we have some important areas that need attention. We’re sharing your feedback with our team so we can address these concerns and make improvements where they are most needed. Thank you for taking the time to share your experience. We do hope you will stay with us another time so we can... read more

Business response:

Dear Philip, We’re sorry the condition of your room didn’t meet expectations. A clean and well-maintained space is something every guest deserves, and we regret that we fell short during your stay. Your comments will be shared with our housekeeping and maintenance teams so we can address these concerns. Ensuring the comfort and satisfaction of our guests is our unwavering commitment. We would welcome the chance to demonstrate our dedication to exceptional experiences on your next visit to the area. Sincerely, Hotel Managemen... read more

Business response:

Dear Mustahid, We’re sorry your stay left you feeling disappointed. The concerns you mentioned, from the simplicity of the amenities to the condition of the hallway and the limited breakfast selection, are all taken seriously. While our property is intended to offer basic accommodations near popular attractions, we understand that the pricing and experience should still feel fair and comfortable. Your feedback will be shared with our team so we can make meaningful improvements. We greatly appreciate your observations and con... read more