Holiday Inn Express West Los Angeles-Santa Monica by IHG

Reviews

• F4

  Frida Kahlo 47

  4 days ago
  5.0
  Antonio and Angelina in the breakfast lounge are amazing! They made sure fresh food was available throughout breakfast. Very friendly staff, comfortable beds and clean rooms.
• LS

  Liz Salas

  6 days ago
  5.0
  We are continuing our stay at the Holiday Inn in Los Angeles, and once again, we would like to highlight the outstanding service we received today. Angelina was extremely kind and attentive throughout our visit. She made sure we felt comfortable and well taken care of at all times. Her friendly attitude and professionalism truly stand out. She was also very sweet with our son, which we deeply appreciate as parents. Small gestures like that make a big difference. Antonio, as always, provided excellent service as well. He is consistently courteous, helpful, and welcoming. It’s clear that both Angelina and Antonio genuinely care about the guests and take pride in their work. We are very grateful for their attention and dedication. Their exceptional service continues to make our stay truly enjoyable. Thank you again!
• WW

  Wayne

  Feb 25, 2026
  4.0
  Antonio and Lolie were very friendly and helpful. They managed the breakfast area perfectly. The area was very tidy and always filled. I think management needs to get rid of the turkey bacon but my 7 yo liked it. Blech! :)
• SC

  Season Cavalla-Cooper

  Feb 15, 2026
  5.0
  The hotel was extremely hospitable. As soon as we walked in the staff checking us in were great and so helpful. We only stayed on night but our favorite part was the breakfast! Antonio and Vanessa went out of their way to provide for us and make sure my party of 13 had all the breakfast things they needed
• GC

  Gabriel C

  Feb 2, 2026
  1.0
  Formal Complaint Regarding Safety, Noise, and Misleading Representation – Holiday Inn Express West Los Angeles-Santa Monica by IHG Dear General Manager, I am writing to formally document and escalate my concerns regarding my recent stay at the Holiday Inn Santa Monica in California on [11/18 thru 11/21]. I chose your property based on the Holiday Inn brand reputation and the information presented on your website. Unfortunately, the experience felt unsafe, misleading, and far below the standard I reasonably expected as a guest. 1. Room Location and Sense of Insecurity Upon arrival, I was surprised to find that my room was located outside the main hotel premises, in an area that did not feel protected or integrated into the core of the property. The layout made me feel as though I was not truly inside the hotel, but rather in an exterior annex with less security and oversight. This configuration, which was not clearly indicated during the booking process, contributed to a constant sense of vulnerability. Walking to and from my room did not feel like being inside a secure, enclosed hotel environment, which is one of the fundamental reasons many guests choose a hotel over other types of accommodations. 2. Unsafe Parking Layout and Vehicle Exit In addition, exiting the guest parking area felt genuinely unsafe. Vehicles approach at speed as they head toward the interstate, and the design of the exit makes it very easy for drivers not to see a car attempting to leave the property. Each time I exited the parking area, I felt at risk of being hit from behind due to the combination of speeding traffic and limited visibility. This is not a minor inconvenience; it is a serious safety concern that could lead to an accident if not addressed. 3. Misleading Room and Lobby Presentation vs. Website Images Another significant issue was the discrepancy between the hotel’s online presentation and the reality on-site. The room and lobby did not resemble what was shown in the photos on the website in terms of appearance and overall feel. I booked with certain expectations based on those images, which suggested a more polished, updated, and cohesive environment. Instead, what I encountered felt noticeably different and below what was advertised. As a guest, it is important that marketing images accurately represent the property so we can make informed decisions about where we stay. 4. Unbearable Noise Levels During the Stay During both nights of my stay, the noise levels were extremely disruptive and made it very difficult to rest. The noise was not a minor disturbance; it was ongoing and significant enough that it affected my ability to relax and sleep. Given that a primary purpose of booking a hotel is to have a safe and restful place to stay, the combination of exterior room placement and excessive noise led to a stay that was neither comfortable nor restorative. 5. Overall Impact of These Issues Taken together, the unsafe-feeling room location, dangerous parking exit layout, misleading online representation, and unbearable noise created an experience that felt insecure, uncomfortable, and misaligned with the standards I associate with the Holiday Inn brand. I left with the impression that the hotel is not accurately represented online and that key safety and comfort issues are not being clearly disclosed to guests before booking. My intention in writing is not just to express dissatisfaction, but to ensure that these concerns are taken seriously so future guests do not have the same experience. In light of the above, I respectfully request consideration of appropriate compensation for the distress, lack of rest, and misleading expectations during my stay (for example, a partial refund, points credit, or another meaningful gesture of goodwill). I appreciate your time and attention to this matter and look forward to your written response.

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