Los Angeles Marriott Burbank Airport

Good evening, I am writing to formally demand resolution regarding a serious incident at the Los Angeles Marriott Burbank Airport involving my family. I am a longtime international traveler and a working professional in the film industry, and I say that only to underscore that I have spent decades moving my family around the world and have never encountered a situation handled in this manner. I made and paid for a reservation through Booking.com for my wife, my two-and-a-half-year-old son, and my father-in-law, who had just completed approximately 25 hours of international travel from Bulgaria. Upon arrival, they were refused check-in by the supervising front desk employee because I, the booking party, was not physically present. I immediately engaged by phone, provided full confirmation details, and clarified that the guests were my immediate family, as noted in the reservation. Despite this, the employee: • Refused to offer any reasonable solution (authorization, verification, or escalation) • Repeatedly terminated the call during attempts to resolve the issue • Refused to involve a manager • Directed my family to leave the premises late at night As a result, my family—exhausted, with a young child—was forced to leave and secure alternate accommodation over 40 minutes away. The hotel then retained payment while refusing to provide the service. While I understand that verification policies may exist, what occurred here was not a matter of policy alone—it was a complete breakdown in judgment, professionalism, and basic duty of care. I am requesting: 1. Immediate full refund of the denied stay 2. Reimbursement of the alternate accommodation 3. Reimbursement of transportation costs incurred 4. A formal investigation into the conduct of the employee involved 5.

Good evening, I am writing to formally demand resolution regarding a serious incident at the Los Angeles Marriott Burbank Airport involving my family. I am a longtime international traveler and a working professional in the film industry, and I say that only to underscore that I have spent decades moving my family around the world and have never encountered a situation handled in this manner. I made and paid for a reservation through Booking.com for my wife, my two-and-a-half-year-old son, and my father-in-law, who had just completed approximately 25 hours of international travel from Bulgaria. Upon arrival, they were refused check-in by the supervising front desk employee because I, the booking party, was not physically present. I immediately engaged by phone, provided full confirmation details, and clarified that the guests were my immediate family, as noted in the reservation. Despite this, the employee: • Refused to offer any reasonable solution (authorization, verification, or escalation) • Repeatedly terminated the call during attempts to resolve the issue • Refused to involve a manager • Directed my family to leave the premises late at night As a result, my family—exhausted, with a young child—was forced to leave and secure alternate accommodation over 40 minutes away. The hotel then retained payment while refusing to provide the service. While I understand that verification policies may exist, what occurred here was not a matter of policy alone—it was a complete breakdown in judgment, professionalism, and basic duty of care. I am requesting: 1. Immediate full refund of the denied stay 2. Reimbursement of the alternate accommodation 3. Reimbursement of transportation costs incurred 4. A formal investigation into the conduct of the employee involved 5.

Pool

N/a

Location

Price/cost

I have stayed here several times. I like staying in the Tower and it was very nice Room with the pool in the airport. It was large it was clean. The bed is comfortable and the bath towels are light but nice and large.

Nothing