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Rated 3.7 out of 5 by 697 reviewers.
Rated 5 out of 5 by I've Become a "Regular" I'm gessing that this was about my eight stay in the past year. I've got a client about 14 miles away; needless to say, I pass quite a few hotels to get to this one. Here, I am treated well - and my impression is that it's not JUST because I'm a regular. The fitness center is fabulous, with windows that open and through which you experience actual sunlight. If you're lucky enough to have access to the Executive Lounge, well, that's nice too. The rooms are well insulated against noise. The only small bummer is that there isn't a hotel-owned parking lot that can be charged to the room folio. April 5, 2012
Rated 5 out of 5 by Comfortable Room I really liked staying here....except for the airport noise. April 24, 2014
Rated 2 out of 5 by Frustrating evening Although I was compensated with a $50 credit, this experience was unsatisfactory. I arrived after driving for two hours wanting just a shower and a nice dinner before a quick sleep and a trip to the airport at 4:30 am. When I got to my room, It had not been cleaned from the previous resident. Trash cans full, bed unmade, dirty towels in bathroom etc. It took 45 minutes to get my room cleaned since they had sold out all of the rooms - obviously my reservation had been given away. The housekeeping staff had my room listed as occupied - but I wondered why the room still had not been cleaned. July 5, 2012
Rated 2 out of 5 by credit card over charge!! I was charged on my credit card too much and had to go to front desk several times to find out why. Only to be asked for my credit card number for the front desk to give to the manager. Well that never happened until the last night I asked for the manager. He checked me out that night and gave me a $30 dollar credit!! I had asked for my breakfast and sons to be credited and told that couldn't happen. Long story short I had payed for my trip only to be charged a total of $678 for two days. Ruined my whole trip as I couldn't enjoy my trip due to my funds being held. Because of your hotel!! August 16, 2013
Rated 4 out of 5 by champagne glass We left a champagne glass engraved with some wording on the table next to the TV. Upon packing and checkout we noticed that it was missing and my daughter inquired about it at the front desk and was told that they would check with lost and found. It must have been taken out on May 31st, probably by the maid. I also lost my last days supply of vitamin which I had put in a wrap tissue which I left on a face towel with other toiletries. We checked out early June 1st and when I got home late Saturday and called the hotel and was referred to lost and found but nobody answered the phone. Can you see if you can find this glass. It was a momento from my daughter time spent in Boston. Thank you for your help. June 2, 2013
Rated 1 out of 5 by Filthy & Outdated At first glance I was only mildly underwhelmed with my room. I referred to it as "cottage/executive" and thought it was a quaint little space. Once I got settled, however, the filth in the room became glaringly obvious. There were stains on the desk chair, dark handprints on the telephone and a hole (presumably a bullet hole) in the windowsill. The bathroom was worse with a dirty and shockingly outdated shower and the hairdryer was simply propped in the corner - no bag to cover it, and no shelf to place it on. This is my second unsatisfactory Sheraton experience and will be my last.. May 21, 2013
Rated 5 out of 5 by The Best This was the best stay I have ever had at a hotel! I was there for 7 nights, there were lots of phone calls from booking to departure and person to person communication while staying there. 90% of all communication was delivered with over the top friendliness and professionalism. The staff went above and beyond to make my stay pleasant and comfortable! The room was very clean and the bed was comfortable. Cleanliness is the most important thing for me in a hotel stay. Gateway Sheraton met that need 100% and achieved top notch customer service too - you can't get any better than that!! April 17, 2013
Rated 5 out of 5 by 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 5 out of 5 by la trip hotel proximity to airport good, quiet and nice should include discounted parking. Good staff April 21, 2014
Rated 4 out of 5 by Comfortable Beds and Very Nice Staff The location is very convenient to LAX. Great comfortable beds, though I feel the bathrooms needs a relooking. The Paparazzi restaurant has a very nice atmosphere, good Italian food and excellent service from Oracio who recognizes his returning guests. Outstanding! Very nice pool area if one has the time. Good roomy gym overlooking the pool area. Best LAX hotel to me, and it's a real pleasure to see the same staff every time I return. Friendly and good valet service. The negative would be the lounge. Used to be much better. Running out of food 45 mins before closing time, not good. October 11, 2012
Rated 3 out of 5 by Disappointed I have stayed at this hotel in the past, and was actually looking forward to this stay. So many things went wrong this time, it was very disappointing. First the room key didn't work, not a big deal, but a dark portent of things to come. Then the internet service was out, though hours of "work" from the Sheraton tech staff. I had checked in early so I could work on my laptop so this was VERY disappointing. Then the electricity went out which in turn caused the phones to malfunction. When my family called, they were told my line was busy, not that the phones were out. I believe that I should have been offered another room when staff realized the internet was down. They knew my situation. Very unfortunate. May 19, 2013
Rated 5 out of 5 by Starwood Members This hotel went out of its way to make me feel very comfortable, and finally made me understand why I am a Starwood member. This hotel treated me like a VIP, and gave me great service all around. My only issue with this hotel was the Paparazzi Restaurant. There were 8 of us dining. 7 of us got out food, but 1 person, got the wrong dish ordered....and they didnt get their food till everyone else was close to be done. Then when it came out again, it was OVERCOOKed.......just not a good experience with the restaurant. But the hotel and the staff outside the restaurant was very good. January 10, 2012
Rated 3 out of 5 by Great hotel; unfortunate events My business associate and I had a great time staying here for a weekend convention we were attending. The staff was superb and the homeliness was great. There was an unfortunate event with the water supply at the hotel had to be turned off for the majority of a day due to a water main breaking. The staff was very courteous and was giving out water bottles to anyone who needed it -- they even gave away the water that was for sale in the room. The staff was very apologetic during this event. I would go back to this hotel just because of the great way the staff handled the situation. December 3, 2012
Rated 2 out of 5 by Not enought I didn't like the service in the reception April 21, 2014
Rated 2 out of 5 by Needs improvement, noise distractions from thin walls We first got into a room and started unpacking, and I saw a spider on the curtain! I'm terrified of bugs but decided to kill it instead of actually calling someone up, it was already late at night at this time. The walls must be very thin- because during the whole stay I could hear music playing from the next room which was really distracting. My cousin who stayed in the bed closer to the door commented that she had trouble sleeping because she could hear the slamming of other doors in the next rooms. Since it's so close to the airport there didn't seem like much to do nearby. September 4, 2013
Rated 2 out of 5 by Bathroom issues The tub was slow draining one morning and when i returned to the room was full of black residue from getting backed up. I notified the front desk and they sent someone to fix it. When I returned the tub appeared fixed and cleaned but the toilet was filthy from the clean out job - black residue spots all over it. Notified the front desk again and they arranged for the rest room to be cleaned. Next morning tub still did not drain - original problem was never fixed - Poor maintenance and service. Also - $22 breakfast buffet without a chef attended omlette bar? - Way over priced. April 13, 2013
Rated 2 out of 5 by Very Dispointed on many fronts I stay at this hotel a lot and when checking in I asked for a quiet room, which they were nice to accomidate me. However, on the second night, they have a large party in the room next to me and I call down at midnight and they say they will send up secuirity and I call back at 2:30AM and tell them it is still going on and very loud. So, ok, I don't get much sleep, so when I check out the next morning the nice gal says she is sorry is says she will apply 10,000 points to my account. Well, to add insult to injury, that promise was not correct either, they credited 7,000 points. August 8, 2013
Rated 3 out of 5 by Poor Room Service Experience I ordered room service at about 9:00 at night. The meal took longer than stated to arrive (by maybe 10 minutes)-not bad in itself. But then the dinner rolls were microwaved--doesn't the kithcen know that microwaved bread is never a good idea. And, they brought the wrong soup. The server was a very nice guy but when I told him I ordered the split pea soup, he had no idea what that soup was. He said there was a soup that was thick and green and I said yes, that is what I ordered. He brought me the proper soup which was delicious. My sandwich was also delicious but the fries were cold and old tasting. The front desk was very nice as were both hotel shuttle drivers. Very quality staff overll. Just a disappointing meal. December 4, 2013
Rated 2 out of 5 by Needs improvement I have stayed at this property four times this year. Each time WiFi was complimentary, this time I called the desk inquiring about free wifi and I was told it was not provided. I told the person that it was always provided in the past, but he was adamant that it was not included. I really find it outrageous that wifi is a cost item. $13 for 24 hours when the stay is less than 12 hours is unacceptable. Does Sheraton really think I need to spend that amount of money just to check my email? You really do need to rethink this outdated policy if your want my return business. November 30, 2013
Rated 4 out of 5 by Close proximity to LAX This property is located in a nice location close to the airport, but feels a little dated. Upon entering the room, the lighting is insufficient and dim. The mandatory valet parking (or optional self parking for a fee across the street) can also be somewhat taxing after a long flight. The service, on the other hand, is wonderful. Especially Mr. Samuel Li at the front desk who arranged a nice room upgrade for me, as well as found ways to make the long wait for my room less unbearable. March 14, 2014
Rated 2 out of 5 by This hotel needs work Had a horrible experience with the hotel valet when they parked another car in front of ours on purpose. When we confronted them, they said they did it because we stayed parked there too long. LIttle did they know we had a 2 year old with the stomach flu that we were trying to rush up to our room and get settled. The front desk person didn't even look me in the eye or care about our situation at all. Room service staff was delightful, but the food was cold, dry and average. The first morning we had a beautiful fruit plate delivered and the next morning we ordered the same thing and got a bowl of chunked fruit. Manager of the hotel didn't seem to care and offered us a "free movie" to make up for all of our troubles. February 28, 2012
Rated 2 out of 5 by 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. Gary September 16, 2012
Rated 5 out of 5 by 4-15-14 Great place to stay. Close to Airport, April 17, 2014
Rated 1 out of 5 by 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 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 4 out of 5 by Proximity to LAX and car rentals was prefect. Excellent facility, great staff and food. April 15, 2014
Rated 4 out of 5 by 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 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 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 2 out of 5 by The staff discusting The staff was not very great as I expected in sheraton. I understand many traveler travel but there is room to improve. I has to come done to front desk 2 times to fix my room card to work. It did not work. The shore was frosty! April 8, 2014
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