Rated 2 out of 5 by Aussie27 Room was of poor quality
Was given low floor, (4th floor?) room behind elevators and main passage way. Room was for disabled support, and looked like it had not been used that much. No power point available on desk - had to call maintenance, who also fixed the door bolt - he was very good. Shower was for disabled, so I was having to be down on my knees to shower, as there was no higher setting. Also shower rail broke three times and I had to put it back together. Overall not a great stay, and not normal for this hotel. I will be there with my family in Oct so hoping that will be better.
September 16, 2012
Rated 4 out of 5 by Jill56 Great overnight airport stay
We often stay at the Sheraton LAX if we have an early am flight...close to the airport and free shuttle service!
April 1, 2014
Rated 3 out of 5 by 77traveler Hotel is convenient to airport
Convenient & easy to get to/from hotel and the airport. Walking distance to multiple restaurants.
The hotel & SPG disappointed me by not having my confirmed room ready... even after I personally contacted the hotel and SPG before my morning arrival after long flight from Australia. I even reserved the room for the previous day to ensure it would be available. That's why staff got low score for meeting my needs.
March 13, 2014
Rated 5 out of 5 by AbuZooZ Great Location, Very Clean
Great - Easy access, Upgraded features exceeds standard
April 2, 2014
Rated 1 out of 5 by Manju Charges for everything
They are not happy that we are paying 150 a night they also charge for things like internet access etc. pays to stay at a less expensive hotel where they don't charge you for basic amenities.
February 14, 2012
Rated 2 out of 5 by Btown Needs Improvement
I use to love the Sheraton passing through LAX. My last experience was forgettable. The room smelled funny and I requested a quiet room as I had an early flight. I was placed in one facing the runway! The hotel was not even busy. I could also hear the pipes each time my neighbour used the shower and bathroom. I checked out early at 4am to catch a 6am flight on 03/27/13. There was no one at the front desk for 10 minutes. I guess he was checking out as well! When he showed up, he didn't even apologize or acknowledged me. Just asked if I wanted a paper bill! I guess if I didn't, I would have done the express check out! I will definitely look for other options on my next trip. Being an SPG member made very little difference.
February 28, 2013
Rated 3 out of 5 by Sassy2 Staff needs training
Our stay was 5 nights attending a full 4 days Seminar.
1) Desk Service was uninformed. He did not honor our Green vouchers for "Green" service ($5.00 per day for no maid service to be used for food) at check out; said it would apply only to a future stay. This did not conform to the policy cited on the Starwood website. We threw our vouchers away.
2) Desk Service was incorrect. He said the bottled water in the room was free. It wasn't. We were charged $6 for 2 bottles.
3) Desk Service did not inform us that they would charge $75 on our credit card until the full account was paid in full. That would take up to 5 days.
4) Food prices are expensive and under served. We waited 45 minutes in the Lounge for a dinner plate that was a lunch serving. Bill for 2 was $95 for the 2 plates and 2 small glasses of house wine. I know LA is expensive, but the only alternative was a Subway a block away.
March 13, 2014
Rated 4 out of 5 by Jude14 Very close to aiport
I stayed here for 2 nights using SPG points, but I was given the option to ugrade to the club floor, which included evening snacks and continental breakfast. The first room allocated to me hadn't been cleaned! Although this was swiftly changed it was a pain as I had lots of heavy luggage to drag around. The pool area lacks privacy and has to be reached via the bar area.There is a frequent, free shuttle to the airport which is only a 5 minute ride away. I have stayed here many times and the hotel is in much better condition that others close by e.g Crown Plaza
September 29, 2013
Rated 3 out of 5 by spgsingapore GOLD MEMBER NOT RECOGNIZED IN THIS HOTEL ?
I Just flew in from Mexico and checked into the hotel at about 11pm. My flight to Singapore the next day is at 9pm. I asked if I could do a late check out and was offered 1pm.
I clarified saying that I am a gold member and I understand checkout is at 4pm for gold and I was hoping to get a 5pm or 6pm check out.
Was told by the check in staff 4pm check out only for Platinum and Gold members does not have this privilege ? I am confused and will check with the manager tomorrow.
If Gold member is not being recognized in this hotel, then unlikely I will come back
June 22, 2013
Rated 4 out of 5 by atraveler Great SPG platinum recognition
From front desk to waiter at the restaurant, all the employees are extremely friendly and helpful.
I have stayed at this hotel a couple of times. SPG Platinum recognition at the hotel is really good. They proactively describe/explain all the benefits - I do not have to ask any questions at all.
Among those employees, the front desk manager and the waiter (who remembers me well) at the breakfast restaurant are the best. They just go beyond to provide excellent customer service.
One downside is their parking situation. It's not the most convenient location...
February 22, 2012
Rated 3 out of 5 by Andykun Inconsistent experience
It was really disappointing and frustrating to hear that i was provided access to the lounge to only find out that I wasn't and I won't be granted because of my status, when every single time in the past in this and other spg properties I was granted access without questions. Also, I have delta crossover benefits that they couldn't associate at the time of reservation for some reason unknown to me. Overall, disappointing experience and I won't be returning to this property again.
February 21, 2014
Rated 2 out of 5 by kendraplusone not what it used to be
In our first room the bathroom was dirty, wet towels, trash, food. Called Eddie who checked us in . 2nd room had hot wings from the night before by the front door. The room smelled like hot wings..gross. Talked to Eddie again who was very put off by our not liking the smell of hot wings. Gave us a room on the preffered floor (thought we were already a member for signing up for the club) same room only cleaner. Ate a ok breakfast 4 $20 at the breakfast bar but was told it was $10. Ask for the 14th floor only and skip Eddie if u can cause he really is tired .
March 15, 2012
Rated 4 out of 5 by LRMarch2014 Good for the price
Bed was a bit lumpy and air conditioning fan was a bit noisy.
Hotel responded to past issues with upgrades and discounts this stay.
I look forward to the remodel!
March 26, 2014
Rated 3 out of 5 by DisappointingFood OK stay - food NO
The stay and staff was ok. But the food was very disappointing especially for the high prices. The breakfast buffet was over $20 which would have been fine if the quality was there - it wasn't! We travel allot and in most hotels that we stay in for this price they offer custom made omelets, gluten free, and just an overall higher quality food and selection. We ate other meals there as well and they were OK - but NOTHING was good - it just wasn't terrible.
February 25, 2014
Rated 4 out of 5 by HSINJUNG Nice Location
If you are looking for some nice place and close to LAX airport and car rental agencies. This one will meet your needs without question..
March 27, 2014
Rated 5 out of 5 by K111 Excellent Customer Service
This hotel has great customer service.
November 25, 2011
Rated 4 out of 5 by kiki37 Perfect Proximity
I was working in LA/Manhattan Bch area and this hotel was in a perfect location for my travelling back and forth to stores. You could walk to the airport and the car rental locations if you needed to. Staff was great, friendly, offered upgrades and were totally accomodating. Hotel lobby and bar have a good vibe.
Only suggestion is that all your valet staff have suggetions to surrounding restaurants. We had to ask a few people to get information. But when we did it was a great recommendation.
Thanks again. I'll see you on my next business trip.
October 21, 2013
Rated 1 out of 5 by tex45 What suck about this hotel
The last day when we been there they deactivate our keys really early in the morning by 8:00am non of our keys worked so we went to reactivate at front desk but after one time use they deactivate again same day we have some places to go in order to check out this is ridiculous never happen to my anywhere, even I worked for a very prestigiuos hotel as houskeeping supervisor and we never ever check out guests like you guys did to us this is really insulting and rude we should pay only half day of our last days because they kick us out very early. Bad
May 23, 2013
Rated 4 out of 5 by 49339 Great Hotel, Some Fundamental Issues
Our group stayed last week. One of our team was woken up to news his lock box items had been given out to someone else. This turned out to be untrue and a mistake, but really? Where are the checks and balances.
My service I received was great. I saw some abrassiveness with the staff that could be tuned up. Remember these folks are your customers. Patience should be key. Having stayed in hotels all over the place, I was actually very surprised to see the errors that were made this past week. I hope management listens and has a staff meeting.
December 18, 2012
Rated 4 out of 5 by Mattdycr Interesting...
I returned for a stay here Nov 1-3. One night was with points, and one was pre-paid. The first issue I had is that after the first night I had to come to the lobby, check out, and then check back in again because it was too separate reservations. I've never encountered this issue before, every other hotel has always linked the stays and kept me in the same room from check-in. There was also no platinum recognition in regards to upgrade. The hotel itself does the job, close to lax, nice gym, nice pool, decent rooms, but the front desk/and service line aren't exactly the friendliest of people, the cleaners however were always happy to say hi and ask your day was, oh, and the workers in the club lounge were great, too....all in all, a mixed stay.
November 4, 2012
Rated 5 out of 5 by aewis February/March 2012
I stayed at this location twice, before and after a trip to the Dominican Republic. This hotel is a standout. At the beginning of the trip, once I had gotten thru security @LAX, at 5:30 am, I realized I had left a laptop computer in the room. In a panic, I called the hotel, explained my predicament, and was connected right away to the bellhop who had assisted me earlier that morning. Mr. Williamson checked my room, and sure enough found the laptop on the bed. I hopped back on the airport shuttle bus, went back to the Gateway, where Mr. Jorge (sorry I didn't get your last name) was waiting for me at the concierge desk with the laptop. I immediately hopped on to the same shuttle and got back in time to catch my flight to Miami. What a great staff!
April 21, 2012
Rated 1 out of 5 by TrevorN Below Expectations
The airport shuttle went straight past the designated pickup location at LAX the first time. Driver turned out to be pretty grumpy and had an altercation with a different passenger.
I ordered Room Service meal for dinner and the main meal dish was completely wrong. I accepted it because I could not be bothered waiting any longer.
The room was excellent in every way and that would make me want to stay again but the mistakes by staff were not helpful so maybe I would try somewhere else for comparison.
January 21, 2014
Rated 4 out of 5 by BigBear22 Island of calm in a storm
When you have to just rest and get away from the craziness of airports, delays, travel nightmares...the Sheraton Gateway LAX is the gateway to rest. The staff is super friendly and I found them bending over backward to make sure I was comfortable and had all my needs met. I was exhausted, beat and feeling low but this place was a sanctuary for me from the tempest that raged outside. All I needed was a quick respite and this hotel was more than accomodating to that need. I will remember this sunny island next time I fly by, most certainly.
May 13, 2012
Rated 3 out of 5 by DeeWC Good rate, accommodations OK
Worth it for the cost, but the blanket on one of the two beds had not been washed and was clearly recently stained and dirty. Otherwise all was fine. I notified the Front Desk and they were willing to send Housekeeping up but it was late at night, so I slept in the other bed which was hopefully clean.
March 13, 2014
Rated 4 out of 5 by AKC33 Great hotel
I stayed here on Christmas Eve and overall found the hotel to be really nice. I was greeted by Mr. Oberoi at the front desk & he couldn't have been nicer! After checking in, I did go to the bar to get a drink and was upset at the lack of service. I waited over 10-15 mins to order a drink and within those 10 mins I had to go and request a menu (which at first the bartender refused and said the waitress would provide it. The second time I went up I got a menu). I was fine with ordering my own drink as well but the bartender refused and said the waitress had to get my order. I did mention this to the manager on duty and he was nice enough to offer free food (which we declined).
Club lounge was very spacious with an excellent breakfast.
Overall this is a really nice hotel!
December 28, 2013
Rated 3 out of 5 by KCS2014 Few Improvements
Bathroom light fixtures had heavy dust and tub kept getting little flying bugs. Electrical outlet by bed needed repair. Reported to front desk during check-out.
March 20, 2014
Rated 3 out of 5 by Sean Great facilities, but front desk staff is inept
Fantastic fitness center and above average onsite restaurants. Unfortunately, the front desk staff is completely inept. Every time I check in, it takes ~20 minutes for 4-6 staff members to check in less than 10 guests. This trip, we asked for 2 keys, only one of which worked. The next morning, I tried to get the keys re-coded, but I didn't have my driver's license (as I was just leaving the fitness center). The desk clerk said that security would meet me at the room and would give me a key. I even double checked with her to confirm that security would give me new keys. When security met me 10 minutes later, I received no keys and was told that security can't make keys. As a result, it took a third wait in the front desk line to get working room keys.
June 6, 2013
Rated 4 out of 5 by JJ28 LAX convenience great hotel
If you are SPG Platinum member, this hotel really offers and looks after the members well even from the moment you are waiting for check-in. Platinum has the priority when standing in-line from Platinum only check-in stand. The service is fast and staffs are courteous full of smiles.
March 13, 2014
Rated 4 out of 5 by DJW2663 One Night Stay
I stay at this Sheraton when I am doing quick business trips to LA or transiting LA to overseas. This hotel is close to LAX and is comfortable.
March 20, 2014
Rated 4 out of 5 by Outlander Business stay
For a quick stay in LA this is is a very
good hotel. Parking average experience, Staff eager to please customers.
March 21, 2014