I've read a lot, both good and bad, about the Custom hotel prior to my trip. The rooms, hotel, the staff is totally OK but the hotel is missing a few of the most important accommodations to be able to pass for a good airport hotel.
1. Shuttle service forgot to pick us up. We booked shuttle 3 days prior to the trip (like the homepage said we could). We called, spoke to the front desk and sent en e-mail. When we arrived to LAX there was no shuttle there. Wohoo first time in US.. where to go? We had to call them again for them to pick us up. The explanation was that they had no booking from us. Come on! We are grown ups. Why even offer "the book before" service if it doesn't work?
2. No coffee until 7 am. I mean people are jet lagged, they need coffee whenever during the day/night. Airport hotel means guests form all over the world. A coffee machine in the lobby could save lives. Luckily there was a coffee shop and food store where one can get coffee 5.30 during weekdays. I've had few other guests expressing the same issue and asking me where they could get coffee.
3. The smoking area outside of the hotel is horrible. The hotel is a non smoking facility but guests arrive from all over the world. They do smoke. Give them some space where they could take their coffee and cigarette (outside the hotel of course). A place to sit and a table? Even other co-smokers thought it was a joke.
But all and all if you're a non smoking, non coffee drinking person who doesn't mind being stood up by booked shuttle service after a 17 hrs flight be my guest.. or the guest of Custom hotel.
hotel reviews