Custom Hotel

I've stayed at the Custom Hotel a number of times in the past whenever I had to overnight in LA, and it was always OK. This trip, however, I was really disappointed. Because of renovations, the public portion of the hotel has been relocated to what looks like the utility corridors of an industrial building. Some temporary sheet rock has been erected to make a front desk area and sitting area, but there's still a feeling of being in a bomb shelter. I understand when you renovate a hotel, you still need to be open for business to continue cash flow and not lose your customer base, so I could forgive the unpleasant presentation. Upstairs, the room was also unsatisfactory. While modernized in an attractive way, the thermostat was not adjustable, and the room was so cold I had to sleep in a sweatshirt and sweatpants. I got used to the lack of a door on the shower stall, but it kept the bathroom cold during showering. Several of the outlets had no power. But, the piece I could not understand or forgive was that there was no coffee maker in the room. Really? In my adult life, every hotel I have ever stayed in, rural or urban, cheap or elegant, in any state or foreign country, has had at least a minimal coffee maker in the room. But, not at the Custom Hotel. I'll check back with them in a year or so to see if the situation has improved. But, for the present, for my overnights in LA, I'll have to make other choices. Read less

On check in we we asked for a credit card where they charged 50 USD per room (we had 2 rooms = 100 usd) even though we were a part of the group with a fully paid booking and any deposits went on the tour company we were travelling with (Golden Star), so our private credit cards were NOT supposed to be charges any deposits at all. We were told deposit would be refunded in full within 6-8 days after check-out. However, after 8 days nothing was refunded. I called to ask what seamed to be the problem. It was around 10 min on the phone before they found my booking, despite me having given th exact room numbers and dates. They said money has not been released yet, but they would write a note to the manager and I should have it within 2 days. After 5 more days it was still not there, so I had to call again, 10 min again on the line before a lady released the money for me to find out that I was credited back only 49 usd per room despite not having used anything from their minibar or have caused any damage. What is that? Stealing 1 USD per room per room per booking is their policy? Someone getting a small fortune? And not returning any deposit unless people call repetedly? The hotel itself is very old with mediocre breakfast and staff at the front desk unable to tell distances from hotel to attractions in a semicorrect estimation. Wont recommend or stay again. Extremely unhappy. Read less

I imagine that there will be a flood of bad reviews after this weekend. I was there for a conference next door (location WAS great for me) and it was kind of a nightmare. The hotel was under a tremendous amount of construction— noisy, dusty, peeling wall coverings, broken bathrooms, and that was before check in. The check in process waS a mess and not ready at 3. I didn’t get in my room until 5!! The rooms are refreshed and contemporary if not spartan but weird. The carpet was SISAL over concrete. Let that sink in. It literally HURT to walk on. I had to put towels down to walk over. The mattress was comfy but very soft. It won’t hold up. Also because it was on a bare platform, the pillows kind of slid down behind the mattress. Ugh. The construction noise starts at like 7 am and it’s LOUD. the whole hotel is loud. You can hear all the traffic and planes from the airport. The pool was too dirty to swim in and don’t let the pictures fool you— it’s overlooking a lovely California Ralph’s parking lot. Very scenic. At the $100 price point advertised now you’d be just barely getting your money’s worth but I paid nearly twice that at a “conference rate” which was the icing on the cake. Also still no receipt! Fun! It’s a mess and no one was particularly helpful or kind so that tells me the management sucks. Avoid. Read less

The staff here is amazing, kind, friendly. The location is great with airport shuttle. There is fresh hot coffee in lobby in morning. Our first room with the Hotel vendor deal was terrible- no table or chair in the room thin mattress, curtains looked dingy and dirty, odd smell and the walls were literally painted gray with no art work or anything on the wall. We asked for an upgrade - we paid extra but it was SO worth it! We got a lovely room very fresh, clean, comfortable, good mattress with nice bedding. We could not even believe the difference in rooms! Sooo nice! Everyone is super friendly, just be sure you get a remodeled room. We understand all will be remodeled by 2020, but until then there are some great rooms and some not so great! Read less

I have stayed at Custom Hotel but it has been a while. I was so happy to see the difference - they are beginning to renovate the property and I was lucky enough to stay in one of the renovated room! So well done! Beds are super comfy! I hear that they are going to be renovating the lobby and putting in a bar/restaurant which will be awesome. I will definitely be back; it is such a great place! Thanks, Custom, for another great stay. Will be back to see more changes! Read less