8.3/10Very Good764 Reviews
LAX International Airport Los Angeles|16.62km from city center
This review based on mainly on my check-in experience and first impressions of the room.
After 2 flights traveling from Shanghai to Los Angeles, including a 12-hour flight, I arrived exhausted and ready to check in. I was aware of the required USD $100 deposit and had no issue paying it. However, upon arrival I was informed that cash deposits are not accepted. This information was not stated on the booking platform I used (Trip.com), nor was it made clear in advance in any correspondence from the hotel. As a result, I was left waiting over 30 minutes in the lobby while staff contacted a manager and discussed making a “one-time exception.”
To be clear, this situation should never have occurred. If a hotel does not accept cash deposits, that policy must be clearly and explicitly stated on all booking platforms, not just the hotel’s own website, which the manager on duty reiterated, that it was on the hotel’s website. Guests should not be made to feel as though they are asking for special treatment when the lack of transparency on a specific policy is not their fault. I had already prepaid for two nights online, yet due to the hotel’s failure to update its information, I was left embarrassed, inconvenienced, and forced to wait in the lobby after an exhausting international journey.
I want to emphasize that I am not blaming the front desk staff personally, nor the manager on duty, as they are likely following the rules given to them. However, situations like this must be handled with far greater care and professionalism. Paying guests, especially those who are respectful and simply trying to check in should be treated with dignity and understanding. While the manager on duty appeared to try to assist, by that point I was already too annoyed and too exhausted to engage in further discussion on an issue that was not my problem. Being told that a “one-time exception” would be made did not feel helpful, because I was not asking for a favor; I was simply trying to check into a room I had already paid for.
Unfortunately, the room itself did not improve my first impression. Basic expectations typically associated with this brand were missing, no complimentary water, minimal toiletries, and nothing that made the stay feel welcoming after such a long journey. Having stayed at Holiday Inn and IHG properties across the world, this is easily one of the poorest first impressions I have experienced in hotel stays.
I was extremely dissatisfied with both the check-in service and the overall initial experience. Clear communication, professionalism, and basic hospitality standards matter to all customers, especially for tired international travelers. Based on this experience, I would not choose to stay at this property again.
All the other staff I encountered during my were lovely though, especially the restaurant/kitchen staff and the security officer.
