Holiday Inn Los Angeles - LAX Airport by IHG — Hotel in Los Angeles

Our experience with this hotel So far is horrible!!!! This is our anniversary trip to Costa Rica with an overnight stop at LA…. The hotel shuttle took 46 min to pick us up, meanwhile we watched a Marriott, Hilton and few other hotel shuttles go by at least 3 times. I don’t like to give bad reviews but this one needs it unfortunately. Once we arrived at the hotel, It took only 30 min to talk to the front desk girl with us being only the second in line and another 5 people were behind us , god help them , the front desk person was totally incompetent, first she couldn’t find our reservation, we asked her to double check and to make sure she looks under my wife’s name as she did the reservation, she refused saying it’s not there, instead she made us jump through hoops by trying to find our reservation number which we eventually did on our phone, but that apparently was not good enough so we had to unpack our luggage in order to get a hard copy of the reservation…. then she wanted to know for what address we booked the Holiday Inn LAX …. Yes there are apparently two Holiday Inn’s LAX ( same name different location)😳😳!!!! I guess it’s very hard to come up with an original name that would distinguish the two locations by airport…. That took some searching but we finally find the address, 😅thanks God we were in the location with the correct address … now 30 min later, she had no choice, but to look again at the reservation list and this time she miraculously found the reservation …. At this point 2 new front desk staff came in and started helping the 8 customers behind us … after she found our reservation, she proceeded to inform us that our room with a king size bed is no longer available and she could do anything about, by then we just wanted a room as it was already after 1 am and she was not helping…. My wife got fed up with the girl, she asked to talk to manager, the girls refused and asked why is are we so rude! I never knew that asking to speak to manager was considered rude🤷🏻‍♂️😳… In any case, finally we got a room with two queen beds…. It took my wife another 30 min to come down after that fiasco….

The whole experience has left a bad taste. we travel a lot, for both pleasure and for business, generally, the checking in is usually under 5 min what should have been 20-30 min event from airport to hot shower turned to nearly 2 hour nightmare…. I don’t fully blame the girl, I think she was way under trained by Holiday Inn however a bit less stubbornness on her part and willingness to re check her work ( check the reservation again) would have saved everyone a lot of frustration and anxiety However if you like to get to your bed sooner than 2 hours after you get out from the airport consider Hilton or Marriott as at least there hotel shuttles come 3x as often as...

The hotel itself is dated thus there are no glowing comments for that aspect. The room is a clean as it can be in spite of the lack of upgrading. There is rust on the metal door frames.

The sleep quality was poor and we were unable to relax becuase of the constant droning of machinery (we were up on the 11th floor).

Breakfast is served both by buffet $23.00 a person or table service. However, ALL seating for menu service and buffet is in the same area and once you seat yourself your table is IMMEDIATELY handled by a waiter handing out an ala carte menu and IMMEDIATELY providing table service without asking if you wish to avail yourself of the buffet instead. As soon as they are made aware you won't be ordering from the menu, it is clear they are unhappy with you entirely.. It's just poor management all the way around.

The most disconcerting aspect of this property was the shuttle service which they subcontract out to a vendor who picks up for several hotels in the area. While waiting for the shuttle, it was beyond frustrating to see the shuttles for other hotels come around constantly while waiting and waiting for the shuttle for this hotel. It took two phone calls to finally see a shuttle and the operator made it feel like they were doing everyone a favor by showing up at all..!!

To add insult to injury one of the pieces of our luggage was broken by the driver of the shuttle. The wheel was broken off and was laying perfectly next to the bag the operator left in a precarious position in the open area next to the driver. That same driver rolled everyone else's large luggage to the rear of the bus but did not lay them down so they wouldn't roll around as the bus lurched around traffic.

My husband kindly adjusted the bags in the back after they crashed into the passengers for the 5th time.

These events were reported to the hotel assistant manager who vowed to investigate the matter and resolve the matter of our broken bag. It was resolved by the assistant manager hours later, finally informing us there was some "review" of video footage from inside the bus (which we were not allowed to view) with a decision that somehow this footage revealed the broken wheel was caused by the AIRLINE not the driver! We rolled that luggage all round LAX airport, out the doors and all throughout the approximately 3 city block distance to the shuttle pick up area. Trust us, it would have been abundantly clear if that wheel was broken off by the airline.

This was the second time we stayed at this hotel in two months (both reservations were made at the same time).

You may save a couple of dollars at this property, but the aggravation is seriously not worth the money. We won't...

You can fly direct to Rome from LA, but our flight times did not sync up. We needed to spend the night in LA. I called the Holiday Inn front desk to see when the shuttle would be at terminal 7. A soft spoken woman said it would be a 10 minute wait. She gave us the exact details so we would know which of the many shuttles cruising the terminals would take us to the Holiday Inn LAX. The shuttle driver helped load and off load our luggage. I was glad for his help. It had been a long day and we were tired. We checked in at the front desk. It was 8:00 PM and we were hungry. Snacks on the plane don't count as a meal. I asked how late the restaurant was open. The friendly woman behind the desk told me 10 PM. We quickly stowed our luggage in the room and headed down to the restaurant. My husband had a beer and a burger. I ordered the spicy chicken sandwich. The chicken sandwich was lusciously sauced with a dressing speckled with jalapenos and accompanied by mountain of fries. I could only eat half of the sandwich. My husband finished his hamburger and said it was the best he had eaten in quite a while. I got my partial sandwich to go thinking it would be perfect for a peckish impulse later. I did finish the sandwich before going to bed. It was that delicious. We slept well and woke to the sound of my smart phone alarm going off. I was impressed by how quiet the room was and how comfortable the bed and pillows were. I made coffee in the room so we would have a caffeine buzz to get us moving. A quick shower, a little zhuzh in front of the mirror, we zipped our luggage closed and we were out the door. We waited out in front of the hotel to catch the shuttle. As we waited we watched a cute little girl dance around the exotic flowers blooming in the flowerbeds framing the entrance. Such a pleasant morning with bright sun and just a slight breeze. The shuttle arrived and the driver helped us with our luggage. The driver asked us at which terminal we wanted to be dropped off. It seems that everyone on this shuttle was going to the international terminal. We had an interesting conversation with an aluminum salesman from China. I asked about the tariffs. With a belly laugh, he said the tariffs are only a problem for the Americans. I will have a firsthand news story to tell my friends when I get home. I'm happy about going to Rome. We're well rested and ready to forget politics...