Custom Hotel

Los Angeles, USA

The hotel

There’s no escaping it – traditionally, airport hotels go for location and functionality in that order, with style bringing up the rear. Not so with Custom, the only boutique hotel located within a mile of Los Angeles International Airport (not to mention wonderfully close to loads of LA attractions and beach towns). Naturally Custom embraces its location – there’s a dedicated LAX Lounge with live departure times and the ability to print out boarding passes, plus complimentary shuttles to the airport. However, its rooms and suites having a soothing contemporary elegance, there’s a heated pool with cabanas, multi-tiered sun deck, and fire pit, and with Deck 33, you have American Comfort Cuisine, artisanal cocktails and a fine selection of microbrews. Outstanding.

Amenities

  • Bar
  • Swimming Pool
  • Valet parking
  • Fitness Centre/Gym
  • Laundry Service
  • Internet Access
  • Restaurant

Where is it

In the Westchester area of LA, a short drive from Marina del Rey, Manhattan Beach, Venice Beach, and Santa Monica. There's a golf course and bowling alley within walking distance and the pacific coast with restaurants and shopping nearby. Transfer time from LAX airport: 5 minutes.

Hotel information

250 rooms offer an iPod docking station, flat screen TV with on demand movies and music, complimentary WiFi mini fridge, safe, iron and board. Deluxe Rooms offer 1 king-size, 1 queen-size or 2 double beds, sleeping maximum 3 adults.

Deck 33 (bar and restaurant, Pacific rim influence). Heated outdoor pool with sundeck, cabanas and fire pit. Weight Room (weight machines and yoga area). Complimentary WiFi. Dry cleaning service. Complimentary LAX shuttle service. Valet parking $35 per night plus tax (payable locally, subject to change).

*Denotes local charge

Rating summary

  • Location Image of the Tripadvisor rating
  • Sleep Quality Image of the Tripadvisor rating
  • Rooms Image of the Tripadvisor rating
  • Service Image of the Tripadvisor rating
  • Value Image of the Tripadvisor rating
  • Cleanliness Image of the Tripadvisor rating

Traveller rating

  • Excellent (53)
  • Very good (49)
  • Average (53)
  • Poor (56)
  • Terrible (79)
Image of the Tripadvisor rating Under construction. Not a good experience

Nov 24, 2019 Len S Mulege, Mexico

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… Read more
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
Image of the Tripadvisor rating Deposit was returned not in full and only 2 weeks after check out after 2 phone calls of over 10 minutes each

Nov 13, 2019 Ekaterina_Petersburg St. Petersburg

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… Read more
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
Image of the Tripadvisor rating Mismanaged; uncomfortable

Nov 11, 2019 Fryelock17

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… Read more
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
Image of the Tripadvisor rating Pay for upgrade

Nov 8, 2019 Char J Indianapolis, Indiana

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… Read more
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
Image of the Tripadvisor rating What a great surprise!

Oct 25, 2019 Heide W

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. … Read more
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