Holiday Inn Express and Suites LAX - Hawthorne

We stayed as a family mainly for the location close to the airport and also as an IHG member. Check in was easy, the rooms were large, clean and quiet and the included breakfast was fantastic with lots of variety. Check out was also a breeze and we were able to leave our luggage while we headed out for a few hours before our flight. Overall, a great stay and would book again.

I've stayed at this location four times with zero issues. I'm an IHG Rewards member. Tonight I was treated like a criminal in front of other guests and staff. I booked online and arrived with the same card arrangement I've used on previous stays - my wife's card where I'm an authorized user. Suddenly this was a problem. Even after showing my own card with my name via tap-to-pay, the front desk refused to work with me. The manager, Wendy, was called over and was immediately dismissive and confrontational. No attempt to resolve the situation, just "if the name isn't his, we're not checking him in." I had to pull up my banking app and prove - multiple times - that I was an authorized user on the account. The entire interaction was handled with zero professionalism or discretion. I was interrogated publicly while other guests watched. After all that, I was finally checked into... a handicap-accessible room I didn't request. Then I went to shower and discovered there's no hot water and almost no water pressure. Basic amenities. No offer to switch rooms. So to recap: Publicly humiliated. Forced to prove I'm not a fraudster despite being a repeat guest. Given a room that doesn't match my booking. And the shower doesn't work. Wendy, the manager on duty tonight, should not be in a customer-facing role. This location has lost a repeat customer.

I stayed at the Holiday Inn Express Hotels & Resorts Los Angeles Airport Hawthorne and had a very positive experience. The property is clean, well-kept, and offers modern, quiet rooms. At check-in I was told that an early check-in would mean a ground floor room, otherwise I could wait – I chose to wait and received a spotless, comfortable 4th-floor room. Staff were consistently courteous and helpful, with security patrolling regularly, which makes you feel safe even though the neighborhood itself isn’t the best. The hotel shares a covered, gated parking lot with nearby properties: at just $10 per night it’s a good value, and there are also a few complimentary EV charging stations – limited in number but much appreciated. Breakfast, included in the rate, is generous and varied, though it’s best to avoid arriving in the last half hour, as some items may run out. Getting to LAX takes about 15 minutes without traffic. There’s no hotel shuttle, but Uber is convenient and inexpensive. Overall, this hotel fully lives up to the Holiday Inn standard: clean, efficient, and with a solid value for money. In my view, it passes the test with flying colors.