Custom Hotel

After reading the terrible reviews that the hotel was under construction, I called on January 5th directly to the hotel and was told by the clerk on duty that there was not construction going on. We made reservations for Jan 9-11. When we arrived we could not find the entrance to the hotel and when entering found it under construction. It was a mess. The front desk clerk said that no one would say, then I showed her my phone log with the hotel's phone number showing a call on January 5 at 7:45 p.m. PST. Her implication was that I was lying. The manager of the hotel similarly said that no one on his staff would say that and offered us $25 discount......a joke given the horrible look of the hotel. We left and stayed at the Hyatt Regency, 3/4 of a mile away, and a much better hotel, and which cost $139 per night while the Custom Hotel was $123. The Custom used to be a very nice property with great staff years ago, but it has changed, and WE, the guests, do not matter. Don't stay here unless you really, really can't find anywhere else. I will never come here again. Read less

To Whom It May Concern: On January 2, 2020 my family and I stayed at your facility, Custom Hotel, in Los Angeles, CA. The next morning, January 3, 2020, we were loading our car in front of the valet station and needed to rearrange items in the backseat and trunk. The valet who brought our car offered to hold the leash to my emotional support dog, Stevie. She is a 1 year old chiweenie who was wearing a secured harness and leash. Minutes later, your valet is seen on surveillance walking off with my dog without saying a word to myself or my mother. Due to the hectic state of the valet driveway with 2 cars pulling in and out and an airport shuttle that comes up curbside, it took us several minutes to pack the car and realize he had continued walking beyond the corner of where we had last seen him standing with our dog. The valet said nothing to either of us regarding taking our dog for a walk and when I went searching for him, he was nowhere to be found with Stevie. My mom found another valet who radioed your employee, he nonchalantly replied back “the dog got loose, I’m chasing her.” He did not yell for help or make any attempt to call back to the hotel to alert the owners of this event. My mom and I took off running and spotted Stevie 3 times along Manchester and down Westchester Parkway, but could not catch up to her. The valet told my mom that “the leash just broke” and had no response when my mom questioned what he was doing with our dog. When we returned to the hotel the evening of January 3, 2020, we were forced to stay in town to continue searching for my emotional support animal. The hotel management gave us minimal assistance and denied any connection of responsibility for the events of that morning. We were given a “deal” to price match our stay at $113 for that evening and our valet parking charge of $10 was waived. Aside from this lack of customer service, the management failed to receive an incident report from the valet and no one had answers for why this happened. My dog is a trained animal on her harness and leash. She weighs 15 lbs and has never once escaped from a harness during a walk. She goes to doggy daycare throughout the week, where trainers walk them throughout the day and she has never had an incident such as this. Since this has never happened, I requested to see video surveillance to find answers on January 4, 2020. Due to the absence of the hotel manager on the weekend, we could not see surveillance of the side and front cameras for the hotel and only had access from the valet manager to see the front camera near our car. The valet is seen walking off with Stevie, still on her leash and harness. At some point, he claims the leash broke; however, when I returned to my car to drive and search, the harness and leash were placed on my driver’s seat. All clasps were closed and in-tact and the leash was still attached, with no signs of physical damage to either object. When tugged, the leash stays in place and the harness fits Stevie tightly to where you must stop walking, unclasp both sides of the harness, and pull it over her head and collar to get her out. The valet manager and staff have a video and several photos of Stevie’s harness and leash as we found them. I have attached the photo as well. Stevie’s collar was still on when she was released. With this information, the police have advised us to file a theft report. Westchester Police Department believe that with the valet walking off without alerting the owners and claiming the harness broke-- when it was given back in perfect condition, the events sound like an attempted theft of Stevie. Fortunately for us and all involved, Stevie is a survivor and managed to survive 3 days in the wild. A family in the neighborhood behind the hotel found her wandering into their backyard on January 5, 2020 at 4:30pm. Police and animal patrol were actively involved during the search along with several local neighbors to the hotel. The only hotel staff member who helped was your front desk, Alex. He was the only person in the hotel who gave us genuine kindness, assisted with making fliers and spreading the word for our lost family member. Although we have Stevie back in our arms, we need answers and we are asking you to take the proper steps to investigate this incident. Please help us understand how a man can walk away and think this is an okay action. Does this man still work there and have access to other vulnerable families who trust this hotel with pets? What was he attempting to do? Have his actions had consequences? Please, help us protect others. Your hotel is listed as pet friendly, but I will never feel comfortable stepping foot in your facilities again and we will continue to warn others about staying at Custom Hotel. Read less

We wanted the room for 8 hours to sleep before a long haul flight to Australia. We should have read the reviews and booked elsewhere. The hotel is a construction zone. Battled through uneven surfaces with luggage and got to the room. The air conditioning doesn't work. The room is hot and stuffy luckily today was cold otherwise it would have been even worse. Waited 2 hours to see if the temperature changed after we adjusted it but it just got worse as the afternoon sun came in Maintenance eventually comes and says he doesn't know why it's not working. Reception finally offers a fan but not another room although reading the reviews now I'm guessing most by rooms don't have sure conditioning . The shower barely works. Almost no water, temperature keeps changing Now we have 3 hours to sleep in a sauna. When we checked out the receptionist asked how our stay was. When we said terrible the air conditioning didn’t work and shower needs to be fixed Her response was thanks for letting us know They should not be taking people’s money if the hotel doesn’t have basic facilities and be checking rooms before they put guests in them Read less

I rented a room at this hotel in the late December 2019, when I first arrived I quickly realized is they DO NOT have an parking lot for either free parking or paid self parking and if you want to park the vehicle on the property you have to spend an additional 35 dollars for valet parking. While I was staying there, The hotel was still under construction and the whole hallway including the elevators were covered by an uneven plywood that wiggled under my feet as I walked on it. When I got to my room, I quickly realized that the shower glass only partially covered the walk in shower and water splashed everywhere that was still open to the rest of the bathroom. As I walked in the room I realized that my room felt like a sauna and was at 85*. I tried to turn on the AC but it kept blowing hot air. I left the room to go eat dinner, and advised the hotel front desk of the AC issue, and they told me they would fix it. I came back from dinner approximately 2 hours later and the room was still at 85*. At this point I had to advise the front desk staff of the issue and they offered me a fan to blow the hot air around the room. I advised the staff that the room felt like a sauna, and they stated that all of the rooms were hot but offered another room with no working AC. I explained to them that I can't sleep when it's hot, and asked them to give me a partial refund due to me needing to go to another hotel with working AC. The night manager advised me that he could not authorize partial refunds and provided me with a business card to the general manager. I left a voicemail to the General Manager who has not returned my call despite it being 4 weeks now. SO JUST AS A HEADS UP, TO ANYONE THINKING ABOUT STAYING, DO NOT, SPEND YOUR MONEY ON ANOTHER HOTEL. Read less

I never write bad reviews but if I could give it ZERO I would. Horrible experience. The hotel is close to my sister's house, so we took a chance for the convenience over the holidays. The place is a LITERALLY construction zone. I could have lived with that since we weren't planning to hang out in the hotel at all, but then the entire time of our stay, there was construction from early in the morning and NO air conditioning... In LA!!! It was almost 80 degrees in our room every night. It was so hot that we had to keep the small window in our room open all day and all night .... which was super awesome as our room faced LAX and overlooked the runways. Not noisy at all. I complained almost every day. They kept saying that they would send an engineer to look at it, but when the engineer came up he admitted that the ENTIRE hotel has no AC. So why does the front desk keep saying that they will send the engineer to fix it when they have to know he can't fix it?!! After a certain point, I felt they were just messing with me. One morning there was NO hot water. The staff is super polite but not honest and they can't do anything to help you. They should have offered a discount off the room rate but no... they offered a fan which never arrived. NEVER EVER STAY HERE it is awful. Read less