Holiday Inn Express West Los Angeles-Santa Monica by IHG — Hotel in Los Angeles

I can not say enough about my experience during my one night at Holiday Inn Express West LA! From the moment I checked in with the very sweet and kind Rebeca to the moment I checked out with the equally kind Luis and everything in between. I unfortunately can not lift more than 10 lbs. and was very worried about not being able to get my bag out of the car and to my room. I was so blessed by Rebeca and her kindness, saying not to worry, they could help me. Than Tito with his kind smile and sweet demeanor came and helped me get what I had in my car, even making sure to place my bag on the baggage area in the room so I did not have to bend down or lift it. As someone who used to not have to worry about this, and now sadly does it meant EVERYTHING to me! They all (Rebeca, Tito, & Luis) never made me feel like I was putting them out or that I was asking too much, which was such a blessing. Then Rebeca and Tito sent up the sweetest get well soon basket and made my day once again. But what neither one of them knew was I had a long very hard and emotional day that day and there kindness, exceptional customer service and how they went above and beyond made ALL THE DIFFERENCE IN THE WORLD TO ME, I WILL NEVER FORGET IT! I can never say thank you enough. We need more people that truly care in customer service and in the world in general! Than the next morning I was worried how I was going to get my luggage in my car and I called the front desk and was greeted by the sweetest voice and I explained to him everything and that I needed help if he did not mind and he said he was the only one at the desk but that if I waited just a few minutes he would find someone to cover it and be right there to help me. Once again, Luis did not once make me feel like I somehow put him out or that I was bugging him and he made all the difference in my morning. I have been blessed to stay at some very high-end hotels, and this hotel not only had amazing staff but their rooms are clean, the bed was very comfortable, and it was a phenomenal experience better than some of the higher end hotels I have been at prior! I will certainly be staying here again when in LA, and the maine reason is because of Rebeca, Tito, & Luis! Thank you for having the phenomenal staff you have and beautiful and...

We stayed at this hotel for about a month. And we were satisfied with the service at the breakfast. The servers that worked there were very kind. We were also satisfied with the room service, with the help of Odalie and Delia and Claudia, who cleaned our room to satisfaction. But unfortunately, we were very disappointed with the elevator situation. Twice throughout our stay, for many days it didn't work to the point that we had to checkout on Saturday August 19th, early in the morning. And we had to ask a family member to come over to help us with 4 large luggages and 2 carry on's via the stairs. We also had issues with the wi-fi for a few days. It would not connect until I was right at next to the for basically. However, after I called the reception, they passed me to the phone line to fix the issue and they did pretty quickly and efficiently. And we were also moved to a room during our stay, that the showered was not working well, so we had to move all our stuff again to another room, which was not very convenient. When we had a problem with the elevator a second time, we asked Azela (one of the receptionists) for some kind of decompensation for this issue (since many other guests were complaining as well). She had said she would look into and said she WOULD offer us something, but as we checked out, there were no notes of any kind, for the person who did our checking out. So we ended up paying full price, for a broken elevator for about a week, with all these luggages, and that is disappointing to us. The good things I can say about is that it's at a very convenient location and the rooms were clean. We were planning on staying there longer, but the the elevator situation, and their lack of caring about many things, made us want to...

Staff was incredibly friendly and helpful at all times. The room was really nice and clean with a spacious bathroom. Our only gripes were that the tv was not centered to the bed, so we had to look over to enjoy the tv which was mildly annoying (I know, it's such a first world complaint). The window view was of the very drab 405 exit ramp with an empty lot next to it. The room also isn't very soundproof. It's pretty noisy, both from the freeway (so. many. police sirens and honking) and any other people walking outside our door.

However, aside from those things, the location is probably this hotel's strongest suit. You are just walking distance from a lot of excellent places, particularly Sawtelle street, where it's tough to get street parking when the night life starts to pick up. We skipped the free breakfast in favor of walking over 10 minutes to the main Sawtelle restaurants and eating there. Shin Sen Gumi is also 5 min away for an excellent ramen spot. Ubering around to other places like the Century Mall and Santa Monica Pier didn't take too long either since we could avoid the major freeways and take the side streets, so we managed to cram a lot of activities in our two days here just from the ease and proximity of the hotel's location to everything else.

Overall, we were very happy with the location and service. The room layout was strange and could be better soundproofed, but nothing that will prevent us from booking at this hotel again the next time...