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 Coug Great Staff, convenient to LAX
I have stayed at this hotel several times because it is a Sheraton and close to LAX.
Upon checkin we were assigned a room, unfortunately it was a double queen room instead of the king that was reserved. The desk resolved this by sending keys up to us, although that took several minutes. It would have been faster for me to go to the desk, but I appreciate the effort to save me the trouble. The staff at this location make every effort to resolve any issues.
The tub was very slow to drain, but this seems to be a typical experience for me at this location, it is unsettling to stand in deep water while showering.
Thank you for a nice stay, considering we arrived just after midnight. The quietness and comfort of the room fit our needs perfectly.
March 18, 2014
Rated 5 out of 5 by Carlos2222222 Close to LAX with nice bar
We stayed here for just one night as we had early LAX flight. The hotel is one of the closer LAX hotels which makes it nice spot for late arrivals.. etc. The rooms are nice and seem to have been renovated recently. There is valet parking as well as self park with in and out for around $17 i believe. There is a nice hotel lounge perfect for a late night drink.
By far the only complaint we had is we tried printing out our boarding passes and it seemed to take forever at the nearby computer cluster but when we tried to print it asked for our credit card as if it were going to charge us for printing and when we asked front desk he said that shouldnt happen but didnt really provide us with resolution so we decided to print at airport next morning etc.
May 10, 2014
Rated 4 out of 5 by MJtheCIO Very nice, but….
Facility is very nice, and with a Starbucks in lobby, nice bar, nice restaurant, easy access to conference facility. Room was very nice. Only issues were:
1. Family of elephants above me (partying or something) and my call to desk didn't resolve.
2. I needed to check my luggage with the bell captain while attending conference. This took forever to check and later retrieve from a very surly bell captain.
August 16, 2014
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 hpps Give my money back.
You charged $12.95 of the internet fee for the SPG Gold customer who requested as its complimentary Gold amenity. I immediately request this back to my registered card account.
September 4, 2014
Rated 4 out of 5 by Mike0101010110 Good for the money
Nice hotel with pretty great staff. Had an issue with the transportation service, though. The shuttle drivers work for another company (they share shuttles with a parking lot), and are not the nicest. The first shuttle driver just drove past all of us and didn't even bother to stop, and we had to wait for another shuttle. So we ended up having to wait over 30 minutes to go less than a mile down the road.
The next morning the shuttle driver was giving a passenger a hard time about which airline he was using. It was obvious the passenger did not speak English, but instead of just looking at the guys boarding pass, he just kept repeating, "which airline, there's more than one". "Which airline"? He would then shake his head in disgust and repeat his question.
May 27, 2014
Rated 5 out of 5 by GRN75 Great Hotel
We had to stay an extra night in LA because of a flight delay. We found this Sheraton was close to the airport and rental car agency. Check in was fast, courteous. He gave us a credit for a movie to let the kids watch. Room was clean. We were exhausted after a week of sight seeing and the room service was fast, good food. I was worried about being so close to the airport that it would be too loud to sleep. That was not an issue my family slept great. This experience turned out better than the hotel we stayed at for the rest of our vacation.
February 25, 2014
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 4 out of 5 by arizona2013 airport/valet
Though I have stayed many times in hotels near the airport however with this hotel, it felt like you were sleeping next to the runway, as the noise level in the room was more then usual, when planes were taking off.
Valet service was a bit abrupt in trying to have me park the car on my arrival, making it seem that I was invading the area.
August 22, 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 1 out of 5 by MMM2014 A nice hotel ruined by poor customer service response.
Stay was generally pleasant, room was comfortable, check-in smooth and efficient. However, after check-out, I realized that I was charged an Internet Fee in error. The fee was supposed to be included in the rate. After several calls and e-mails to Sheraton Gateway LAX and Starwood, and after almost five months of follow-ups, I STILL HAVE NOT HEARD BACK ABOUT MY DISPUTE. I would get emails to pass the buck around and toss me around to Starwood or Sheraton, and at one point, was even directed to a completely different Sheraton in a different country. This experience has completely soured me with Sheraton and Starwood. It is a shame because in the past I have had generally pleasant experiences with Starwood properties. But the inefficient and total lack of response to a simple dispute is just unacceptable.
July 14, 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 1 out of 5 by BusinessTraveler01 This hotel is dirty
While staying at this hotel, the hallway carpets look like that had not been vacuumed in weeks.
The bathroom was dirty, and mold in the shower.
When I called for any type of service, I always had to call more that one time. And a simple request at 10;33am, was not completed when returning at 9:27pm, and to top that, the staff clearly was not happy about having coming to the room to take care if the issue. The staff clearly made me feel like me requesting anything, was me doing something wrong, and I was a horrible guest.
May 22, 2014
Rated 2 out of 5 by JB3909 Good hotel but ignorant staff
My mother and I stayed here for one day due to a layover. She flew in from Korea and wanted to get some rest before getting on a plane again so we decided to stay at the Sheraton because it was near the airport. The facilities are clean and nice - your typical "nice" airport hotel. What made me very uncomfortable was the ignorance of the staff. I was born and raised here and speak English without an accent. On TWO occasions, I asked the concierge and the front desk some questions. I started off my conversation in English and ended the conversation in English. During this time, I translated some of the information to my mom. At the end, both times, the staff says thank you to us in Chinese and something else that I did not understand! If you want to say something, say it in the right language. Either train your staff to understand the differences in languages or just stick to English. No one appreciates it.
August 14, 2014
Rated 4 out of 5 by Kat83 Very efficient
I found that this stay was very easy to set up and execute. This was a very relaxing stay and the staff made it one that was without any issue.
September 1, 2014
Rated 5 out of 5 by Smil888 Unexpected pleasure
Have stayed at the Westin and Four Points near by quite a few times, not sure why I never consider the Sheraton. Have to say that I was really impressed. The rooms are big and well furnished. Most importantly, the staff were extremely helpful, especially the valets and bell staff. I shall look forward to my next visit.
August 21, 2014
Rated 4 out of 5 by Jillc Noice and no water for SFG members?
Hotel was fine, and in fact I have used this for my groups twice in the past. Unfortunately this time there was a party on my floor with yelling and doors slamming until 2:30am. As an SPG member, I usually have complimentary water in the room, but none this time. I also asked for a room near an elevator, and ended up with a room very far away. By the time I lugged my 3 bags there, I was too tired to do anything more with it. Staff was great, bed comfy and my last suggestion, add OWN TV (Opray Winfrey Network) in your CABLE line-up!
December 18, 2012
Rated 4 out of 5 by Scoby34 Great room, lousy radio.
Our group, LAJI, switched to the Sheraton for this year's spring event. The facilities are great (although the Grand Ballroom is too reverberent for music, needs damping).
The rooms are great, especially for the price.
One comment: The hot water system could be modernized. I arrived in the early afternoon, received a room at the end of a wing (1002), and had just warm water. The maintenance guy said to let it run for ten minutes. He was correct! But, with water scarcity as it is, that's not environmentally friendly.
May 27, 2014
Rated 4 out of 5 by YvesMM LA Paradise
This hotel is as close as you can get to the airport without having to go through TSA but yet, rooms are quiet. Staff definitely improved since last stay. Check in was swift and pleasant with agent very very cordial. I wished I had the gentlemen's name but he was a superstar.
Rooms very clean with ample room for extended stays.
Pool area very nice but hot tub out of commission due to unsupervised children exploring.
The restaurant ok but note the food is good but just pricey. Parking consistent with other LA area hotels.
April 28, 2014
Rated 4 out of 5 by Header55 Lovely Gateway GetAway
My husband and I flew to LA for a weekend without the kids and opted for airport hotel for our short stay that still allowed quick & easy access to beaches and other sites.
This hotel fit perfect and was clean & comfortable and recognized my SPG Platinum status for wonderful corner suite upgrade (though the bathtub/shower could use an upgrade). Johnathan at the front desk was fabulous and I loved his happy helpful attitude.
The club lounge was a bit disappointing, keys often didn't work, very limited items, and it was difficult getting staff attention for ordering drinks. However it was a convenience that suited our needs for quick coffee & light breakfast before heading out for the day. Evening snacks just as limited but we did grab some soft peanut butter cookies to take to room. . they were VERY YUMMY!
I'm still waiting to hear from Lost & Found regarding a Samsung MP3 Player that I left in our room (1401) & I've left a couple voice mails.
Overall it was a wonderful stay and will return next time in LA & needing an airport hotel.
August 26, 2014
Rated 3 out of 5 by Tatty76 Good for a quick stay
We stayed here for one night. It's the right price and a good place to stay for a quick layover. The bed and pillows were not comfortable. Pillows too hard/stiff and bed too soft. We did receive an upgrade as SPG members thankfully, as the hotel seemed crowded and that it might have been busy on other levels. We just wanted a good nights sleep for one night and a quiet floor which we received. The receptionist at the front desk was very nice and she is the one who gave us an upgrade without asking.
June 24, 2014
Rated 5 out of 5 by Annalee Awesome Hotel...Great Location
The hotel is right next to LAX, and not a far drive from Venice Beach or the Santa Monica Pier. The staff was very friendly, and the room service/bar food was the best I've ever had in a hotel. We met some awesome people, including some of the builders/filmers for the X Games, and ended up staying almost an extra week because we enjoyed our stay so much. I will definitely be staying here again! The fitness center was nothing short of amazing and the pool was heated to a wonderful temperature so we could swim comfortably at night.
July 6, 2012
Rated 4 out of 5 by Maisy1 Clean, comfortable, quiet and very convenient
This hotel is well located to the beaches and good shopping areas of LA. It is very comfortable, the beds are great and best of all the hotel is quiet. There is some airport noise bur not enough to be a problem and the internal noise is minimal, no flushing toilets or running pipes. The bathrooms are a bit tired and small and the rooms could do with refrigerators and in room safes. Voucher parking located behind the hotel is convenient. We have stayed at this hotel a number of times and it has always met our expectations.
April 26, 2014
Rated 3 out of 5 by DeeJay This hotel did not meet the SPG category expectations.
Although the lobby and bar area are attractive, the rest of the hotel just did not measure up. The room was simply average. And making it unsat was the fact that the shower did not drain properly. Towards the end of one's shower there is a 4 inch deep pool of dirty water in the tub. Prices are much too high for this average quality hotel: A cosmopolitan cocktail in the bar for the ladies is $14! That's more expensive than NYC. And the $24 nacho plate used that cheap unnatural-looking velveeta type cheese. Seems a little chintzy.
April 14, 2012
Rated 5 out of 5 by Wizardbird Wonderful One-Week Stay
Stayed for an entire week. Room is clean and quite (considering it's an airport hotel). Overall very happy.
August 31, 2014
Rated 5 out of 5 by WayneFDNY Customer Service Is The Best
During our stay in LA we booked the four points which was extremely small and outdated - we quickly upgraded to this hotel which was very clean, spacious and the staff was extremely friendly, nice and accomidating. I had 1 slight problem and when I contacted the night manger the problem was fixed in 10 minutes with the managers apoliges. I highly recommend this hotel
August 11, 2014
Rated 4 out of 5 by GRP1921 Great Location For LAX
We stayed just 1 night so we could catch our flight home the next day. The hotel is very close to LAX with the shuttle bus to Terminal 2 being less than 5 minutes. The shuttle ran regularly with no issues. I had rented a vehicle from Budget for our trip and after dropping the family off at the hotel I returned it and I was able to literally walk the 1 block back to the hotel. The outdoor pool has a fire pit and a few fire lanterns that really added to the environment. Lastly, the hotel obviously has high efficiency noise reducing windows as you seldom and barely heard planes. Only negative was that as a gold member I was not upgraded or even placed on a Starwood Preferred Guest floor. Disappointing though not the end of the world. Overall, good stay for our purposes.
April 7, 2014