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“A bit disappointed really” 3 of 5 stars
Review of Custom Hotel

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Custom Hotel
3.5 of 5 Hotel   |   8639 Lincoln Blvd, Westchester, Los Angeles, CA 90045 (LAX Area)   |  
Hotel amenities
Ranked #91 of 324 Hotels in Los Angeles
GreenLeadersGold level
Manchester, United Kingdom
Contributor
11 reviews 11 reviews
10 hotel reviews
Reviews in 5 cities Reviews in 5 cities
9 helpful votes 9 helpful votes
“A bit disappointed really”
3 of 5 stars Reviewed March 3, 2013

Stayed for one night at the Custom after a late arrival into LAX before our onward journey. The shuttle from the airport was prompt and efficient and got us to the hotel in quick time. We were checked in quickly and soon on our way up to the room. On the surface I liked the design of the lobby and common areas and on first walking into the room.

It was then however that the issues started. The carpet on the floor was quite rough, there was a dodgy red light thing on the window that made the room look seedy. The beds themselves were comfortable enough however in between my sheets was what looked like an NHS issue blanket with holes in. My friend in the other bed (we had two doubles) had a proper duvet so unsure what was going on there. The worst thing about the room, in my opinion was the pillows. There were plenty of them but the insides just felt like I was sleeping on a sack of cotton wall balls, so lumpy. In the end I was so tired I just fell asleep.

Was looking forward to a nice shower in the morning so was surprised to find that there was no hot water. We called down to reception who said that there had been an interruption in service and it should be ok now if we let it run. We did let it run for 10 minutes but even then the water was tepid at best. My friend had a tepid shower and noticed mould on the inside of the shower curtain. I decided to wait and have a shower elsewhere.

There were some positives to our experience. It was nice having access to a microwave so we could heat up some last minute bought microwave pizza, and although there were issues with the hot water, staff were apologetic and polite, although still seemed to think that the hot water had returned (it definitely had not.)

We paid about $70 for our nights stay in advance, so it was a bit annoying that some guy was bragging at the check in desk how he had rang up an hour before and got a $39 rate. I feel that if the pillows had been better and there had been functioning hot water then I wouldn't have been unhappy about the hotel for the rate that we had paid. The issues we encountered however did affect the overall experience for us. There is the foundations there for a good hotel, they have good staff and good ideas. In my opinion they just need to improve some aspects to improve the guest experience.

  • Stayed January 2013, traveled with family
    • 3 of 5 stars Value
    • 3 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 2 of 5 stars Cleanliness
    • 3 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Daniel H, Front Office Manager at Custom Hotel, responded to this review, March 4, 2013
Hello, deb00uk:

Thank you so much for being our guest and for posting such an honest and thourough review of your experience here on TripAdvisor.com! Guest feedback is extremely important to us as it allows us to evaluate our service and operations and make changes when necessary. I regret that your experience with us fell slightly short of your expectations.

While I was glad to read that your experience with the airport pickup and the common areas of the hotel were satisfactory, we acknowledge your feedback regarding your guestroom experience. In many ways, Custom Hotel is unique from other "chain" or "box" hotels. We offer a different design and color scheme, which most of our guests enjoy - but we understand if it's not a perfect fit for all travelers.

However, there's no excuse for the condition of your pillows and linen - and your feedback has been communicated to our Director of Housekeeping for his review and follow-up with his staff. Linen and pillows in poor condition should be exchanged when rooms are serviced. And, if we missed something, our friendly staff is available 24 hours a day to make it right.

Regarding the challenges you experienced with hot water, please accept our sincere apologies. We did have some work done recently on our hotel's boiler system which resulted in a brief interruption in hot water. Of course, we always attempt to conduct this work during periods of least demand - generally very late into the night or middle of the day. We regret any inconvenience this interruption may have caused you.

In the end, it was great to read that you appeared to find more positives about your experience than negatives. And, I'm confident that the challenges you experienced during your visit were the exception and not the standard. Therefore, we do hope you'll be willing to visit us again and provide us the opportunity to win you over and restore your faith in Custom Hotel.

We look forward to having you as our guest again soon so we may turn this "ow" into a "WOW" on your next visit.

Warmest Regards,

Daniel Hirsch
Front Office Manager
Custom Hotel
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Rating summary
  • Sleep Quality
    4 of 5 stars
  • Location
    4 of 5 stars
  • Rooms
    4 of 5 stars
  • Service
    4 of 5 stars
  • Value
    4 of 5 stars
  • Cleanliness
    4 of 5 stars
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Missouri
Senior Reviewer
6 reviews 6 reviews
5 hotel reviews
Reviews in 7 cities Reviews in 7 cities
39 helpful votes 39 helpful votes
5 of 5 stars Reviewed March 2, 2013

The hotel staff/front desk, were friendly and helpful. The decor at Custom is modern, but no forced elegance. This is my new favorite hotel for its style, location, and hospitality. I last minute booked by phone and received a very reasonable rate.

  • Stayed December 2012, traveled solo
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 5 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Daniel H, Front Office Manager at Custom Hotel, responded to this review, March 7, 2013
Hello, muchlivingtodo:

Thank you so much for your recent visit and for posting such a flattering review of your experience here on TripAdvisor.com! We're so delighted that the hotel and your overall visit far exceeded your expectations!

We're so glad you found the hotel to be clean, comfortable and a great value topped off with outstanding service from our hard-working team. Rest assured, your kind words will be shared with the team.

In closing, thank you very much for the amazing review. We look forward to welcoming you back to Custom Hotel again soon.

Warmest Regards,

Daniel Hirsch
Front Office Manager
Custom Hotel
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Santa Cruz, California
Senior Reviewer
10 reviews 10 reviews
6 hotel reviews
Reviews in 6 cities Reviews in 6 cities
4 of 5 stars Reviewed February 25, 2013

Enjoyed a 2 night stay at Custom. Great price and very well located close the airport and with an easy drive to Marina del Rey, Venice, Santa Monica. Well priced and fixed up in a funky mod motif. Definitely not your generic airport hotel.

Staff gave a 5 star greeting and was there to help.

  • Stayed February 2013, traveled on business
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 5 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Daniel H, Front Office Manager at Custom Hotel, responded to this review, February 26, 2013
Hello, JMc_on_the_go:

Thank you so very much for your patronage and for posting such a flattering review of your experience here on TripAdvisor.com! We thirve on guest feedback and it's awesome to read when our guests are delighted with their guest experiece.

When we set out to create the Custom Hotel concept, we looked for unique ways to "break the mold" of the traditional airport hotel. With quirky social rooms, a fun atmosphere and minamalistic, yet functional guestrooms - we beleive we're a refreshing change of pace from the "box" hotels that surround LAX.

We're so glad that you were most impressed by the service you received from our outgoing staff at the property. We pride ourselves on delivering "knock-your-socks-off" service. Your kind words will be shared with the staff and credit given where credit is due.

We look forward to welcoming you back to Custom Hotel the next time your business or leisure plans return you to the great city of Los Angeles!

Warmest Regards,

Daniel Hirsch
Front Office Manager
Custom Hotel
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San Francisco
Reviewer
5 reviews 5 reviews
5 hotel reviews
Reviews in 5 cities Reviews in 5 cities
2 helpful votes 2 helpful votes
5 of 5 stars Reviewed February 25, 2013

When I checked in, I realized I left my MacBookPro on the plane seat. Ryan immediately wrote down the number of Virgin America's baggage claim/lost and found at LAX and gave it to me on a piece of paper. I called, and they had it and I went back and got it. Ryan saved me. Virgin, too, but wow, that is a responsive, caring way to treat the customer. Thanks.

  • Stayed February 2013, traveled on business
    • 5 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Daniel H, Front Office Manager at Custom Hotel, responded to this review, February 27, 2013
Hello, pittstar:

Thank you so much for being our recent guest at Custom Hotel and for posting such a great review of your experience here on TripAdvisor.com! We're delighted that you enjoyed every aspect of your experience with us - from guestroom cleanliness and comfort, to the location, sleep quality, comfort and most of all, the service you received from our hard-working staff!

Guest feedback is extremely important to us as we use it to guide us on where we're performing well and where there's room for improvement.

Thanks so much for mentioning Ryan at the Front Desk for the great service he provided you. Rest assured, your kind words did not go unnoticed and it's my pleasure to share them with him and the rest of the team. Our team remains fully empowered to do whatever it takes to ensure guest satisfaction. We truly appreciate you recongizing his efforts.

In closing, we look forward to welcoming you back to Custom Hotel the next time you find yourself in Los Angeles!

Warmest Regards,

Daniel Hirsch
Front Office Manager
Custom Hotel
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Woodinville, Washington, USA
Senior Reviewer
7 reviews 7 reviews
5 hotel reviews
Reviews in 6 cities Reviews in 6 cities
4 helpful votes 4 helpful votes
4 of 5 stars Reviewed February 25, 2013

We stayed at Custom Hotel while visiting several area colleges. The hotel is pretty basic, but stylish, quiet and the staff were friendly and helpful (tip: ask them about nearby street parking to avoid $20/night valet charges). The location is great -- close to the airport, beaches, places to eat (don't miss the oatmeal at nearby Coffee Bean & Tea Leaf), and all major freeways.

Room Tip: Rooms on the south side face the airport, but there was little if any airport noise. Walls are a lit...
See more room tips
  • Stayed February 2013, traveled with family
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Daniel H, Front Office Manager at Custom Hotel, responded to this review, February 26, 2013
Hello, kpete60:

Thank you so much for being our recent guest and for posting such a thourough and flattering review of your experience here on TripAdvsor.com! We're so delighted to read that you enjoyed your experience with us!

It was great to read that you felt the hotel was a great value, was clean and that you enjoyed your sleep quality. We're also glad that you found the hotel to be situated in a great area convenient to all the sights of Los Angeles and convenient to the airport. Yes, our rooms are minamalistic, but this approach allows us to extend our guests a fantastic value.

In your review, you mentioned street parking as an alternative to valet. We encourage and invite guests to park on the street, if they're comfortable walking a block or two back to the hotel. We simply caution guests parking in this manner to obsevre any/all painted curbs and restrictive signage (street cleaning, etc.) to avoid a citation -- or worse -- a tow-away!

In closing, thank you so much for being our guest and we look forward to welcoming you back to Custom Hotel the next time your worldly travels return you to Los Angeles!

Warmest Regards,

Daniel Hirsch
Front Office Manager
Custom Hotel
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san jose
2 reviews
Reviews in 2 cities Reviews in 2 cities
4 helpful votes 4 helpful votes
5 of 5 stars Reviewed February 23, 2013

This hotel is a perfect mixture of simplicity, contemporary and coziness. The most impressive were the people at the hotel. My family walked in to Custom Hotel to check out the rooms before we decide on a place to stay. Blossom at the front desk was super friendly to show us around. Then, Kirin, sale manager and Oliesha were also very nice to accommodate our needs during our stay. Definitely recommend this place to anyone!

  • Stayed February 2013, traveled with family
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Daniel H, Front Office Manager at Custom Hotel, responded to this review, February 25, 2013
Hello, allinners:

Thank you very much for staying with us and for taking the time to post a review of your experience here on TripAdvisor.com! Guest feedback is uber-important to our operation as it helps us identify areas that need improvement and areas we're performing well. It was great to read just how satisfied you were with your experience!

Thank you so much for mentioning the great service you experienced from Blossom at the Front Desk and Kirin in our Sales Department! It's heartwarming to read when members of our staff go above-and-beyond to create memorable guest experiences! Rest assured, your kind words will not go unnoticed and we'll be certain to give credit where credit is due!

In closing, thanks so much for posting such a flattering review! We're so glad that you enjoyed every component of your experience and we can't wait to welcome you back to Custom Hotel very soon.

Warmest Regards,

Daniel Hirsch
Front Office Manager
Custom Hotel
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Laval
Senior Reviewer
7 reviews 7 reviews
7 hotel reviews
Reviews in 7 cities Reviews in 7 cities
1 helpful vote 1 helpful vote
3 of 5 stars Reviewed February 22, 2013

This hotel is pretty well located, close to LAX, but the room was very dusty. I even had to take a allergy pill and that doesn't often happen. Wifi was fast and strong and the free shuttle to LAX is perfect.

  • Stayed February 2013, traveled with family
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 2 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 1 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Daniel H, Front Office Manager at Custom Hotel, responded to this review, February 25, 2013
Hello, Cappuccino914:

Thankyou very much for staying with us and for posting a review of your visit here on TripAdvisor.com. Guest feedback is important to us, as it allows us to evaluate our product, service and operations and make changes when necessary. I regret that you experienced issues with the cleanliness of your guestroom during your stay.

Cleanliness is extremely important to us, and I've shared your concerns with our Executive Housekeeper in an effort to make improvements in this area. We generally receive great feedback (as evidenced by the literally hundreds of delighted guests posting here on TripAdvisor) regarding the cleanliness of our guestrooms. Thusly, I am confident that your experience was the exception and not the standard.

We thank you for bringing these concerns to our attention as we're always looking to improve our guestroom product. We invite you to return to Custom Hotel very soon and allow us the opportunity to turn this "ow" into a "WOW", win you over and restore your faith in us!

Warmest Regards,

Daniel Hirsch
Front Office Manager
Custom Hotel
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Custom Hotel

Address: 8639 Lincoln Blvd, Westchester, Los Angeles, CA 90045
Location: United States > California > Los Angeles > LAX Area , Westside
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Children Activities ( Kid / Family Friendly ) Restaurant Shuttle Bus service Suites Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
#8 Green Hotel in Los Angeles
#23 Best Value Hotel in Los Angeles
Price Range (Based on Average Rates): $$
Hotel Class:3.5 star — Custom Hotel 3.5*
Number of rooms: 250
Official Description (provided by the hotel):
Custom Hotel offers a unique lifestyle/boutique experience near LAX for both the leisure and business traveler. Highlights: Only 5-8 minutes from LAX, and close to beach cities including Santa Monica and Venice Beach • Renovated in late 2011 • Heated pool with cabanas, firepit and stadium-style sundeck • 6 unique social rooms • Dedicated shuttle to and from LAX (5am to 2am - call us for pickup). Location: Custom Hotel is conveniently located 3 miles (10-12 minutes) from Los Angeles International Airport and down the street from Loyola Marymount University and surrounded by the beach cities of Marina del Rey, Venice, Santa Monica, and Manhattan Beach (less than 7 miles from each beach). Easily accessible via the 10, 405 and 105 freeways, the hotel is 10-to-20 miles from Beverly Hills, Hollywood and Downtown Los Angeles. Services and Amenities: The Hotel features a heated outdoor pool with cabanas, complimentary dedicated airport shuttle to and from LAX (5am to 2am), a fireplace and stadium-style sundeck, and 6 unique social rooms. Hotel provides complimentary wireless internet access in the public space and guest rooms, two Mac computers in the lobby, laundry and dry cleaning service, and a two fitness rooms (weights and cardio). We offer valet parking with in and out services with a fee. [Street parking is available as a free alternative.] ... more   less 
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Also Known As:
Custom Hotel Los Angeles

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