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.
- 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