Rated 2 out of 5 by maverick358 Not to my expectation
This probably must be one of the low end of star wood. Not certainly to my expectation after experiencing much of the nicer ones that Star wood offers
January 18, 2012
Rated 5 out of 5 by Cdouglehman Great PLACE
I have stayed here around 7 Times in the past three year. They Have really improved the rooms.
I would like to thank Andy for a Job well Done
May 15, 2012
Rated 1 out of 5 by NealZ HORRIBLE EXPERIENCE
This hotel gets an F.
I’m a local, and I do periodically use the LAX area properties for their park-and-fly packages when I head out of town. While I’ve never been overly impressed with this location, I’ve never been as disappointed as I was with my recent stay.
I arrived at the hotel at about 9:00 p.m. I drove around the parking lot for nearly 30 minutes, unable to find a spot. There is no 15 minute registration parking like you find at most hotels, so there no was place to stop and leave my bags, nor was there a place to stop and ask for assistance. Finally, after driving around the lot hopelessly for 30 minutes, I exited the lot and used the intercom system on the no-cashier exit to summon help.
I was eventually directed to a remote and unmarked parking area behind the loading dock. All but one entrance to this area was blocked by a tour bus. It was dimly lit, and it was a considerable walk to entrance of the hotel.
When I finally got to the front desk of the hotel, the Gold/Platinum check-in line was apparently closed and no one was at the front desk at all. I waited for someone to come out, and eventually the check-in process began when two employees emerged from the back office.
I complained to them about the parking situation. The agent who was checking me in gave me a “non-apology” apology which did not set well with me. I requested to speak to the manager on duty. No manager was ever called. The other guest service agent did look over at the computer screen, notice that I was a Platinum guest (something that the agent who was checking me in never bothered to acknowledge), and offered me “some points” for my inconvenience. I have no idea how many points this agent believes is appropriate compensation for my inconvenience, since he only said “some points,” but at this point, I just wanted to get into my room and relax, so I didn’t press the issue.
The original agent finished the check-in process and handed me my key. At no point did he acknowledge that I was a Platinum guest. He did not offer me a room upgrade, nor did he ask me about my selection of Platinum welcome amenities. Knowing that I was leaving in the morning for a flight (since I was on the park-and-fly package for one night), he didn’t offer a wake up call. Not even a modicum of the usual guest service I receive as a Platinum guest.
When I got up to my room, I was not happy. The room was dark, musky, and didn’t even have drawers for clothes. There were 4 canvas file boxes (the kind that they sell at target for about $5.00 a pop) sitting on shelf, and I guess that these were supposed to serve as temporary “drawers” of some sort. And the bathroom was literally so small (smaller than a handicapped public toilet stall) that you couldn’t walk in and turn around.
At this point, I called guest services and did ask to speak to the manager on duty. Instead of transferring me to the manager on duty, the operator apparently transferred me to the front desk. It took only a few seconds before I realized that I was talking to the same agent who had checked me in. After expressing my displeasure about the room, I asked him why he hadn’t offered me an upgrade (or at least acknowledged that I was entitled to an upgrade, but that none was available). He lied and said that he didn’t bother to mention the upgrade because “he knew” that none was available. I say that he lied because by the end of our conversation, he did “find” me an upgraded room. The fact is that he never bothered to look at the time of check-in. I also asked him why he never bothered to ask me about the Platinum amenity, and he claimed to have forgotten.
At the end of the conversation, he promised to have the keys to my new room, as well as the breakfast certificates (one of the two available Platinum amenities) sent up to my room so that I wouldn’t have to come down to the front desk. Well, lo and behold, while the key was delivered, the breakfast certificates were not. The bellman who delivered the key told me that I could just call the front desk later. That was not acceptable to me. I just wanted everything resolved so I could finally relax for the night. It was already after 10:00 p.m.
I went down to the front desk with the bellman. The same agent who I had been dealing with proceeded to berate the bellman in front of me and other guests for bringing me back to the front desk, rather than accepting responsibility for the fact that it was he himself who had again screwed up!
I was given a breakfast certificate, and went off to my room. I did note that the Platinum amenity was supposed to be a breakfast for two, and I was only given a certificate for one person. Since I was traveling alone, I wouldn’t have used the second certificate anyway, but I should have been given the full amenity.
I finally was able to get to my room by about 10:30 p.m. Under no set of circumstances should it have taken 90 minutes from the time I arrived at the hotel property before I was in my room.
At check out, I left my business card with the front desk agent working the SPG Preferred desk, and asked for the hotel’s general manager to call me when he returns to the office after the weekend. I never did hear from any manager on duty during my stay. We’ll see if I get any follow up from the hotel.
Miserable experience overall, and one I cannot recommend.
January 19, 2014
Rated 5 out of 5 by CoronaExtra Easy the best choice on the hotel strip
Great staff, perfect location, with a handy pub. This hotel definitely under promises and over delivers
January 31, 2013
Rated 3 out of 5 by rhodeweary decent airport accommodations
I stay here a few times a year. The price and its affiliation with Starwood are the two driving factors. Nothing exceptional, but definitely a good value. Beds are nice enough. Bathrooms are recently redone. Rooms are comfortable if oddly-decorated (Four Points still hasn't found a real style or common look). Room service is quick. Good beer selections in the bar, though the food was less exciting and despite the army of servers, the service could have been better. A perfectly fine choice for a night or two on business or an overnight at the airport, but I wouldn't plan a vacation around this place.
October 31, 2011
Rated 1 out of 5 by Jeff1200 Beware of the "new" rooms
I stay in a lot of Starwood hotels but would not stay in this hotel again. There are far better options around the LAX area. Like most people, we had an early flight out in the morning. I booked two rooms and pre-paid both with King beds. We check-in and get our room cards and on walking in the rooms find that both are actually two double bed rooms. This is flatly unacceptable: a) the hotel staff never informed me at the counter when checking in that they were putting us in a different type of room than what was pre-paid for and b) we have a small child that will often need to sleep in our bed and a double bed is just not enough room. I called reception about the matter and spent 10 minutes on hold. Then went down to the front desk and the staff just laughed it off that hey thought we would rather have one of the newer rooms. They have King bed rooms in the "old wing". I checked out one of those rooms and it was horrible - musty damp carpet, terrible smells, beds that appear to be at least 15 years old, and rooms that look like they are out of a 1980's truck stop.
Overall the staff were unresponsive to our situation, there was clearly a bait & switch on the type of hotel room I was pre-paying for, and the new rooms are tiny. This is probably a good cheap bet for a single person staying the night for an early flight, but not for a family.
December 12, 2011
Rated 4 out of 5 by MelW bartender at sports bar-yay!
as this is an airport hotel, i see it as a place to sleep before continuing on a journey-so my expectations aren't high in terms of luxury or special touches. in and out as far as i'm concerned.
that said, you could tell that the room had some wear and tear-but it was comfortable. Unfortunately there were a couple of hairs in the bathtub. nothing terrible but still a little icky.
the bartender, Fabi, at the sports bar (brew something?), was really great. she was attentive and professional. she just had a nice demeanor about her and this was *especially* appreciated after a 10 hour flight!
January 29, 2013
Rated 1 out of 5 by Supermom808 very disappointed
I stayed 2 nights at this Sheraton with 2 separate reservations. Upon checkin I notified the staff of this and he told me -no problem. The first night was fine except that my kids and i had to take a shower in 1-2 inches of water! I called guest services and a plumber was sent up within 30 minutes. He was very nice and even offered if he could not fix the problem would i be willing to move rooms. Thanksfully he was successful in fixing the stuck shower drain. The next day we left the hotel by 10 am. and made sure that our DO NOT DISTURB sign was not hanging on the door as i wanted new towels and paper supplies. When i returned to the room @6pm we were not able to get into the room. So i ended up having to recheck in with the front desk and get new keys. No problem even tho the clerk upon the first check in did not connect my two reservations together. Anyhow, when i got to my room, the room had not been cleaned. I called guest services to alert them and ask for someone to be sent up. He asked me at least 3 times if i am SURE i did not leave my Do Not Disturb Sign on my door. I said No, No and NO! After a long day all i wanted to do was be able to go to my room and relax. Since i didn't want to be there while they cleaned I went out again. I returned @10pm and guess what?! My room was still a mess! i don't think it is too much to ask for my room to be cleaned! i was so tired by then i called guest services and asked for some clean towels and paper goods to be sent up. Forget cleaning my room. This took 45 to 1 hour to arrive. I had to wake up very early the next morning and because of the incompetence of some people i had a crappy night with little sleep. I will never stay at this hotel again.I usually stay at a different hotel while in LA but chose this one because the price was cheaper and i had stayed at a starwood property this summer and had a fabulous experience. I travel a lot and i really don't expect much. All i want is things to work in my room and have my room cleaned daily. This was probably the worst experience at a hotel i have ever had. To make matters worse, no one ever apologized to me. All i got was accusations that I left my do not disturb sign on my door!
September 3, 2014
Rated 2 out of 5 by Mike200000000 This Hotel needs help....
Airconditioning broken for all 3 nights of my stay, TV channels not available, cleaning service left shampoo bottles in shower and never once replaced the coffee service
August 22, 2014
Rated 3 out of 5 by tinner2002 nice, but...
I could have given this hotel very high marks however, when I checked in for two nights stay I was told that there would be a $20.00 parking charge. I thought that was high for two nights. at the end of my stay, I realized that it was $20.00 per night!! Breakfast is about $13.00 for a normal expected morning meal and $16.00 for a buffet. Being from Vegas, I am used to $8.99 for buffet breakfast. Drinks in the bar were equally outrageous. I ordered a Captain Morgan and coke for my wife and I and, after a $2.00 tip it cost me $17.50.
Nice place to stay, but the $95.00/night I thought I was paying ended up to be a total of $125/night after parking, etc. A total of $293 with 1 breakfast ,a cup of coffee, 2 drinks and parking!
June 12, 2012
Rated 4 out of 5 by Goldie2 Convenient Location
I stay here fairly often when Hollywood Park is running. The location is close by, the staff is very efficient, and the rooms are well kept and comfortable. If there is any drawback, it is the parking fees. I realize most LAX area hotels charge exhorbitant amounts for parking, but it doesn't make it any more palatable to pay $19 per night and have to "hike" back to the lobby.
On the plus side, the complimentary bottled water is super, and the plate of cookies and grapes is a really nice touch. All in all, I will continue to stay at this hotel when in the area.
May 23, 2012
Rated 1 out of 5 by spg2013 worse stay in years
i was told i would get a quiet room, i asked for a quiet floor. while people cannot necessarily be controlled, security should be concerned about disturbance after dark. i called the front desk waited on hold; called back waited longer on hold then hung up had to get up after being woke up and couldnt get back to sleep anyway because of hall noise, (singing loudly) wall noise, etc.; got dressed went down stairs to ask for a different room; nearly midnight now and by the time i switched rooms was wide awake and had the hard task of trying to get back to sleep.
January 27, 2013
Rated 5 out of 5 by barney76 Excellent Value for Money
My first stay at this property and my SPG status was duly recognised, given an upgrade to a Junior Suite which was lavish and oversized. Front desk check-in was flawless, very speedy and I was well briefed on all the facilities and privileges. The one and only complaint I have is with the housekeeper who keeps knocking on my door and entering my room once every hour from 8am to 12pm to check if I have left when Front Desk have already granted me late check out at 4pm. Perhaps, some communication is needed between the two departments? Otherwise, Great Stay!
May 21, 2012
Rated 1 out of 5 by BMWtraveler Not up to Sheraton property standards
I had a weather related cancellation of a late flt and was scheduled to fly out early the next morning thus I was only at the hotel for a few hours to sleep and clean up. The room was small not clean, the bed wasn't comfortable it just wasn't a nice hotel especially for over $200. I usually have confidence in four points properties but was disappointed with this property by LAX. When I checked out in the early AM they couldn't print me a receipt but told me they would definitely email me a receipt, guess what I never received the receipt.
July 23, 2013
Rated 4 out of 5 by ODtraveler Can improve
The hotel is basically average, no real excellence. I chose it for the price and the distance from airport, but to be honest next time I'll choose a different one, there are a few close to the airport. I had dinner and breakfast at the hotel, service was very slow and food so so. Dinner was ok (I chose a steak), but breakfast was really bad, maybe the worst I ever had in a hotel (I travel a lot and stay at many hotels).
It is not a bad hotel, just needs a lot of improvements.
September 24, 2014
Rated 3 out of 5 by Traveler88888888888888888 November 2013 Turnj around
We waited 30 minutes for bus after flying 13 hours plus customs. We were given a room with a king bed, not 2 queens as our confirmation stated. After pointing this out, we were placed in the old section with two beds that were more in line with the reservation. Person delivering key did not apologize and acted put out. We waited 30 minutes plus for the bus for the return to the airport. Driver was missing our terminal (#1) and let us all out in between terminals after we called out. Our previous stay was better but not by much.
November 14, 2013
Rated 4 out of 5 by christinna Great Airport Hotel--Best Staff
I want to name everyone...
Liz - reservations
Julian - Manager
Angel - Front Desk
Jasmine - front desk
Brandon - Waiter
Rocia - HOusekeeping
Faruck - Doorman
I could go on. The staff was great. There was a mistake with my reservation and it was straightened out wikki wikki. The room was adequate, the pricing great. Very clean. My only complaint is that the signs in the parking area aren't clear, so thank goodness for my back-up camera. The beds aren't as comfy as the Sheratons, but better than most hotels I've stayed at.
January 20, 2014
Rated 1 out of 5 by Isurgen This hotel let me down
I am a gold card member. I arrived late but had told them would arrive at 10:00 P.M. And asked for an upgrade. My wife and I took one room. My son another. The temperature in the room was 65. The heat off. It was 12/20 and cold. I turned the heat to max. An hour
later it was still 65. I called to change rooms it was now 11:00. We had an 8:00 flight.. They said they had no rooms but would send someone up. When he realized it was not fixable he called down and suddenly there was another room. Now it was after midnight and we got very little sleep. My son never told us his room also never warmed up either. They gave us breakfast but we only had 10 minutes to eat and leave to catch our plane. I was most unhappy that they didn't just give us the room right away so we were very tired.
December 24, 2012
Rated 4 out of 5 by Littledragonman Consistent & Accommodating
Food: full breakfast buffet or order off menu. Restaurant serve staff i.e. Patty, Jesus, Mario, Maria (mgr), James ... all work well together. They help each other to provide excellent service. Lunch at bar-grill and dinner at restaurant are consistent, though menus is somewhat limited.
Rooms: professionally daily cleaned w/ all the towels and linen one wants. Bed is comfortable with functioning restroom facilities. 3-star price for a 3-star room. You get what you pay for!
Facility: clean, out-door, heated lap pool w/ towels available. Exercise room has all the free weights and working LifeStyle treadmills (4) somesuch. This was above my expectation.
Front desk, concierge and service staff are professional, friendly and accommodating when possible. Very reasonable and consistent service.
March 9, 2012
Rated 1 out of 5 by Schooler92 Would not stay here again
The room was less that expected from a Sheraton. The bathroom door was warped and would not close, the thermostat malfunctioned in the middle of the night and heated the room to 80 degree baking the room. The coffee maker was broken in the room and would not work. When I asked the staff what they were going to do to make up for a horrible night, they said that maybe that could get me a cup of coffee. Not a very positive experience. Would not stay there again.
December 21, 2012
Rated 4 out of 5 by LawyerCat This is a Four Points? Really?
I was very, and pleasantly, surprised at the quality of this hotel. I stayed here because I had an early flight out of LAX, but could recommend it in general. The common areas are bright and well-lit, and the lounge was quite comfortably-furnished. The rooms aren't five-star but you're not at a five-star hotel, what they are is again very comfortably-furnished and equipped. The water pressure was very good and the amenities are better than you'd expect at the price point. Yes the hotel is next to LAX so it's a bit noisy but not as much as you'd think. And it's super-convenient to get back to the airport.
Parking is a bit annoying because you can't really tell where the hotel entrance is so it's possible to put your car quite far away from a door, but if that's my biggest complaint then there's really nothing to complain about.
February 26, 2012
Rated 5 out of 5 by bowser Travel Professional
This worked out better then booking a shuttle. We had no stress and our comfort level was great. The price was equal to the rate of a shuttle. I am a travel professional & will pass the word along to both clients & other agents as well. The food & service was also very good. We will do this again for sure!
June 27, 2014
Rated 5 out of 5 by Reagan2016 Great, central hotel
Great property central to business travel around southern California. Staff is very professional and helpful.
July 17, 2014
Rated 3 out of 5 by Coolcanuck1 Good Airport Hotel for Price Paid
Hotel is getting a bit dated, but was clean. Bed was very good (and that's what you are there for)
It was very windy outside and you could hear the wind thru the windows (they are older) but not enough to detract overall.
Room service was ordered, but we had to call 45 minutes later and found out they did not have order. Manager delivered it for free in 15 minutes which was a nice touch. Would stay at this hotel if overnighting at LAX in future.
February 3, 2014
Rated 3 out of 5 Birthday Weekend
My boyfriend and I stayed for here for our birthday weekend. We found the room very small!! The bathroom was almost too small to get ready in. Im 5'6" and I couldn't put my arms up with out hitting the celling. My Boyfriend is really tall 6'8" and had a really hard time showering. There was no working ice machine on our floor or the two above us!!! Very annoying searching for ice! On a good note The location was great and the hotel was well kept.
May 9, 2012
Rated 3 out of 5 by Amy17 Close to airport
The common areas are well appointed, from check-in to elevator areas on each floor. However, the rooms are not as nice as what Sheraton normally offers. The beds were not comfortable. The tub drained like molasses.
September 26, 2014
Rated 5 out of 5 by General5Randy Happy Camper
I visited Four Points for a conference. Little time in room and appreciated that I could use WIFI without the inconvenience of having to pay. I also like not being charge for bottle of water. Towels and Sheets were fluffy and sanitized clean. Parking was simple and not an additional charge. Breakfast was excellent and no charge. The Food at both the restaurant and bar were excellent. Bed was comfortable. Staff was friendly and accommodating.
April 21, 2013
Rated 5 out of 5 by KAMII Always a pleasant stay
very close to LAX and provides a courtesy shuttle. staff always friendly and responsive. large outside heated pool with loungers and tables. housekeeping always available and so hard working. always made to feel welcome. food available early and late. enjoy seeing same staff at front desk and in the dining room. says a lot about the hotel practices.
June 4, 2014
Rated 4 out of 5 Nice
Nice stay. I had a deluxe room. Not sure why this happens but I have found that everytime I reserve a particular room type (ie king bed) I always get something else (this time 2 queens) Its not unbearable but why give me the option to pick what I want and give me something else? The fridge was dirty it had leftover food and water from the previous guest! My only bad complaint is the parking tax. We already pay 19 why the added tax???
March 27, 2012
Rated 1 out of 5 by Weekendstay2014 Fear for your safety!
Arrived on Saturday morning intending to have a peaceful weekend.
Saturday night the parties on the floor we were on were sooooo loud and out of control. You could hear everything (loud music, cursing, etc.).
As a result I called the front desk and they sent security to resolve the issue. In response the front desk sent a security guard to our door... The party got quiet as the security stood at the door and shouted "Are you okay in there! You guys called security, is something wrong! What's going on?!". After realizing that the security guard was actually doing this and now creating a scene at our door we refused to open the door in fear for our safety not understanding why someone who was hired by the hotel to protect would do something like this rather than just addressing the party and loud occupants on our floor. It was apparent that the security and hotel management had more of an issue with us bothering them since the loud noise was never addressed and continued ALL night!!!! Felt like we were held hostage in our room since we could not trust the hotel staff to address the issue let alone security to protect us from now occupants who were aware that we called on them! Who would want to step out after a security/hotel staff creates a scene like this. Didn't sleep all night.
Upon checkout the next morning it was addressed with the on duty manager who provided info to make a complaint. Has been 10-12 business days from initial complaint and still getting the run around! Now the corporate office is referring me back to the hotel manager... Talk about a run around! Still seeking resolution! If I wanted to feel unsafe and have an experience like this, I could have saved my $125+ and stayed in a low class motel!
This is not the type of service I accept from a Four Points Sheraton Hotel at all!...
September 30, 2014