Holiday Inn Express & Suites Los Angeles Downtown West by IHG — Hotel in Los Angeles

RE: Holiday Inn Express 611 South Westlake Ave. Los Angeles, CA 90057

I recently had the need to travel to Los Angeles, California for an event at the convention center downtown. After considering an AirBNB, I decided to stay near the convention center instead so I looked for a hotel within walking distance of the venue. I came across a Holiday Inn Express in the downtown area and after looking at their website, I booked a room. The photos and description in the website depicted a nice property and since I had stayed at various Holiday Inn Express locations with good results, it seemed like a good pick.

Upon arriving however, I was met with what can only be described as something analogous to scenes from the 1996 movie Escape from Los Angeles. I was shocked at the number of makeshift tents, cardboard boxes and the garbage that littered the streets surrounding the hotel. While I recognize that the hotel is not responsible for the city's downtown decay, but instead the liberal governor and mayor I also understand that a reputable hotel should never have located there. The scene was unbelievable. Everywhere I looked there was trash, hoards of homeless people and other people that only come out at night. Right outside of the hotel there was so much trash on the street and sidewalk that rats were visible as they rummaged through it.

I chose this hotel primarily because it was within walking distance to the convention center, but after assessing the location there was no way that I was going to risk my life by walking to the convention center without a gun. I also booked this hotel because I had stayed at Holiday Inn Express locations in other places like Munich, Denver and Phoenix with really good results. I want to be fair and also point out that the hotel had a clean lobby, room and a satisfactory breakfast considering Covid-19 is an issue at the moment. Besides the main elevator not working, the inside of the hotel and its amenities were fine. The rates for the rooms are not exactly cheap and in the end you are getting an $89.00 room for $150.00 plus per night. However I will say that the front desk staff, although helpful and cordial, was not trained as in other Holiday Inn Express locations. The front desk people were okay in their interaction, but they were not welcoming, but it may have something to do with the location. Their demeanor and lack of welcoming skills have less to do with them and more to do with the hotel's manager and regional manager. Although articulating exactly what was deficient in this case, the best example I can think of is this: You get a very different experience when you walk into a Target store, than that of a Kmart or Walmart. And you also get a distinctly different vibe when you go to a Chik-fil-A than when you go to a Burger King or McDonalds

It's important to point out that I completed the survey sent to me after my stay by Jay Caiafa, Chief Operating Officer, I was objective and honest by describing both the good points and the bad points, however he chose not to respond to my thoughts. That tells me that Holiday Inn Express and IHG hotels do not care too much about the poorer aspects of their property at the downtown Los Angeles location. As an American, I was embarrassed at what I witnessed and at what a foreigner would think upon seeing the same. I do not recommend staying at this location unless you are okay with what i...

First, on a positive note, the staff was friendly, the breakfast was very good, well-stocked and dining area kept clean, the decor is appealing, parking is free, and location is 1-1/2 blocks to Metro (but lots of homeless and drug use surrounding the property, fyi). We especially appreciated the breakfast staff person who was always present, helpful, and smiling. She deserves lots of tips and a promotion/raise!

The room was very comfortable with a good bed, chaise, a window that opens slightly, and amenities like refillable toiletries, microwave, coffee/tea set up, and fridge. But note that all USB ports in room are damaged and non-functioning, so bring a cube or portable charger. Also, there is a small pool, but not sure if it's operational since the website says there is no pool, so I didn't bring my swimsuit and couldn't try it.

My initial impression upon entering the hotel, however, was the horrible and highly-fragranced chemical smell. It was so offensive that covering and pinching my nose didn't help. There is absolutely no reason for such strong chemical fragrance in an indoor public space. Then, upon exiting the elevator to our room's floor, I was hit with a new offensive smell: stale cigarettes. This 30 year old hotel (1994) was renovated 5 years ago (2019), but they apparently didn't do a thorough cleaning of its floors and walls before re-carpeting or wallpapering. These 2 issues were difficult to get past.

Finally, re: FD staff, I'd asked for a packet of hot chocolate and was refused. Usually they're kept with the coffee/tea set up but weren't any when I checked. I couldn't have caffeine and wanted something hot after walking outside in the cold. The hotel was empty, no one was in the lobby but me, yet the FD person apparently didn't want to bother walking to the breakfast room to get one. It took my husband calling down, asking why it was an issue, and reminding her of our Platinum Elite status (which we don't like to do), before she agreed to get the hot chocolate. This may seem like a non-issue, but her initial refusal to accommodate such a minor request caused an instant and unnecessary negative feeling toward her and this hotel. It's a packet of hot chocolate, not an expensive food or other drink item.

Also, upon check out, we asked the manager to make sure we received our 500 points/stay for the "green card"/no service perk for not needing housekeeping service. Even after clarifying several times that we were talking about this perk and not the "Welcome points," she insisted that they were on our account. They weren't. 3 days later, we had to call the hotel to have them added.

I liked the hotel enough to consider staying again if needed regardless of sketchy surroundings. But the smells need to be...

Prior to getting to the hotel, I checked the reviews on this location and was skeptical and a bit worried about the area based on prior experiences from other people. Upon arrival, there was only one thing that I could speak on truthfully from the reviews that I noticed. Yes.... it is a very sketchy location. The surrounding streets are cluttered with homeless and possibly drug addicts, and the street sidewalks are trashed and filthy. There were homeless people sleeping in front of the building, but as soon as we turned into the building property, it was very clean in the parking lot and the whole area is walled off from the surrounding streets making it feel somewhat secure, there were no homeless lingering on the property. One thing I did not notice though, was a security guard on patrol, which I feel like is something they should have considering the surrounding area is bad and could potentially be a danger to guests. Regardless of this issue, we felt safe on the property.

The interior of the building and lobby is very nice inside, clean and modern. The receptionist was nice, professional, and informative. After a certain time, the side entrance/ main entrance can only be accessed by your room keycard as well as the elevator. It can be entered, but the keycard is needed to select a floor. Our room was very clean and had a light sweet aroma to it that was pleasant. Our room was also fitted with a microwave, a kurig coffee machine, and a mini fridge. The bathroom had decent sized hand wash, body lotion, body wash, shampoo, and conditioner bottles that I've not even seen in the Hilton. They also offered complimentary toiletry items (toothbrush, paste, razors, ect) in case you forgot yours. The breakfast area offered a buffet style of sausage, pancakes, scrambled eggs, muffins, cinnamon rolls, variations of juice, fresh fruit, yogurt and a few other things which was nice for us, one less thing to do first thing in the morning. Upon returning, room services restocked the coffee supplies and replaced our towels, we didn't have to use the same ones twice, also nice but not needed.

My review is kind of long because my experience far surpassed my expectations... of the service received, not the location.

Final thoughts: My only suggestion of improvement would be to get a nighttime guard to ease the tension and increase safety security. Would I stay HERE again?... probably not, because of the area. Would I book with a Holiday Inn Express next time? For sure, I would consider it next time I go on vacation. It was a...