Rated 3 out of 5 by MaryAnn70 Expectations not met
My phone was broken and I missed a wake-up call (when I complained about this I was told that phone had rung and that someone had come to the door. I am a light sleeper and don't believe this was accurate). After missing two messages from my husband, I complined and was told that someone would come to my room. No one came. Then the next day I again missed two messages from my husband; when I complained staff came to my room and I was told that the phone line was not working . Each night I had to request a wake-up call on the second line. I addition, the bathtub did not drain and the toilet seat was broken. The food choices were OK, yet limited; despite the room service charges on the bill, the waiter who delivered the food, told me that I needed to fill out the tip. I told him "no" as it was on the statement. He looked at it and pretended that he didn't know.
November 17, 2014
Rated 4 out of 5 by Caz3 Good option for a business conference
The location was deal for the conference I attended. My only complaint was the bathroom, it was in need of an upgrade, not 4 star quality. Also had a problem with the hot water.
November 3, 2014
Rated 3 out of 5 by ivahm4u You can do better!
1)Towels paper thin
2) Ugly boxy chairs in lobby & bar areas
3)Unattractive lobby & colors
4)$5 for cuo of coffee in restaurant for breakfast
5)Incorrect directional arros on 5th floor trying to find #577
6) rediculously high parking fees
November 1, 2014
Rated 5 out of 5 by RecycleTom Excellent experience
The room on the 15th floor was fabulous and the Club lounge was perfect. This stay was a stopover on the way home from Russia and it allowed us to "catch our breath" before the last leg home to Hawaii.
October 30, 2014
Rated 1 out of 5 by lmk30 Worst representation of a Sheraton Hotel
I checked in this hotel at about 10pm after driving from Las Vegas. When I got to the room I smelled a mildew smell and was turned off. Then to discover the shower wouldn't drain. I called front desk asking for another room but I was told they were negative for the night. I then asked for my money back which they said they couldn't do. I was so unhappy I packed up and checked out. I went down stairs and all of a sudden they had another room avalible but it was too late by then. I was told I was going to get a credit to my account for the inconvience and that was thursaday. Today is wed. and still nothing. I will now be calling my credit card company. Not to mention I paid for parking for an hour!
July 11, 2012
Rated 3 out of 5 by amado003 Food and beverage COMPLETELY unacceptable for our group
We had a group event that needed meals in the afternoon outside of the normal restaurant hours. The food and beverage contact person was completely inhospitable, was aversive, and refused to work with us for what our group needed. The buffet set up for Saturday ran out of food for at least a third of our participants, and the kitchen did not make additional food. The hotel refused to work with us for either (1) the hotel collecting the money, or (2) us collecting the money and paying them after the buffet. They wanted guaranteed money ahead of time, and kept saying that was the policy. They would not work with us in a flexible manner for how our group operates.
This experience was so aversive I would not recommend this hotel to anyone, for any reason. I am reluctant for you to have any more business.
In addition, it was difficult to add more rooms to our block of rooms. People calling in for making reservations kept getting incorrect information, like only king beds available for future dates.
June 10, 2014
Rated 5 out of 5 by ssrrfridag111 good location
clean and comfortable
good parking options
good food and
October 28, 2014
Rated 4 out of 5 by Clif1 Happy with our stay in general
I was upgraded to a larger room and I enjoyed the time a the club lounge. There was plenty of warm food selection during breakfast and the attendant serving (10/5/14) was extremely helpful. She was doing everything she could to give customers the best service. The front desk staff during check-in could provide better service, no SPG recognition until I asked for a possible upgrade. The rooms are comfortable and large. Overall we had a pleasant stay
October 20, 2014
Rated 4 out of 5 by Steev99 Quality is Slipping
This has been one of my favorite places to stay in LA. However, I have begun to notice a downward trend in the service and amenities over the past few stays. The club lounge used to be always open for a cup of coffee, or bottle of water or even just a spot to relax. Now, if you don't make it there during certain hours, you're out of luck. I definitely won't waste my money on a room upgrade anymore.
Our room this time didn't even seem to be prepared for our stay. Just two towels, and only one packet of coffee (decaf - yuck!).
Seriously, the shine on this hotel has varnished. It no longer stands out from any of the other hotels in the LAX area. Might as well go for the better price somewhere else.
December 14, 2011
Rated 5 out of 5 by Chazcheh Great hotel, great price, great location
I have stayed in LA before, paid more money and wasnt that great of a spot. This is close to the airport, with a great shuttle service. Also easy to get around from there with the red trolley service coming past for $5. large room nice pool and gym and great help from staff
October 22, 2012
Rated 5 out of 5 by cbslkkc Hotel is beautiful and very accomodating
Our flight to Boston was cancled due to the hurricane so this was an unexpected stay. Staff was very accomodating and pleasant and the hotel was beautiful.
November 4, 2012
Rated 5 out of 5 by AmyTom1967 Above and beyond
The staff at Sheraton Gateway went above and beyond to make our stay so comfortable.
October 20, 2014
Rated 5 out of 5 by Leetsg Glorious Stay
I was a bit hesitant. I never trust properties near airports, especially major international ones. I had visions of dealing with staff who've been yelled at by a few too many jet-lagged travelers, and fears of trying to sleep with the the constant roar of jet engines bombarding my room. Surprisingly, I found none of that. Even though I arrived at a time when it seemed every room in the hotel was being checked in, I never felt rushed or unappreciated. The staff was incredibly courteous and made sure I was well taken care of. When I got to my room I was astounded by how quiet it was. The scenic view of runways was all that there was to remind me of how close the property was to the airport. Well done, Sheraton Gateway. Well done, indeed.
September 5, 2013
Rated 5 out of 5 by Pam1957 Loved my stay!
Beautiful room. When I arrived and realized how close I was to the airport, I was concerned at first...later I realized I couldn't hear the planes. The staff was very helpful. I wished I could have stayed longer.
October 19, 2014
Rated 4 out of 5 by Riviera1 Highly recommend!
We have stayed here for years, whenever transiting LAX. Always has been a wonderful experience! The corner suites are so comfortable. The colleagues are very attentive, Front Desk, Valet, Shuttle Drivers. Loss prevention team, ( we needed a wheelchair on arrival / departure. Two in room dining experiences, we're not as enjoyable as they should have been on our last stay. Missing items on two separate orders. Solved after waiting for them. We will certainly continue to stay here, and we highly recommend staying here. Anca at the Front Desk is so polished and professional! Perhaps you may want to add "transit LAX" , as primary purpose for the stay. Thank you.
July 10, 2014
Rated 5 out of 5 by laxplat Great stafll
The front desk staff always do a great job, quick, efficient and personable.
October 19, 2014
Rated 3 out of 5 by Toks Internet Access
Getting access to the internet was so stressful. Also getting someone to help was really difficult as the telephone system made it more complicated and annoying. The operator/auto responder kept transferring my call back and forth. My suggestion: give your guests log-in details at the point of check-in. That would have made a lot of difference in my case as I spent the first 15 minutes trying to get internet access despite my limited time to spend at the hotel that night.
October 11, 2014
Rated 5 out of 5 by jz55 This hotel has a great staff.
I had booked a room for our wedding night online. When I asked if I could check in early I told them of the wedding. The staff immediately upgraded us to a corner suite, gave us free valet service and had a bottle of champagne with chocolate strawberries delivered to our room all on the house. They also let us check out late at 3:30. Very cool and unexpected.
October 14, 2014
Rated 1 out of 5 by 2014disappointed Buyer beware
the cancellation policy is too stringent for the frequent traveler. there are many alternative choices around LAX and I would recommend any of them unless you enjoy paying cancellation fees in excess of your room rate.
October 15, 2014
Rated 3 out of 5 by crb75 Standard Airport Hotel
Prompt Shuttle from Airport.
Room looked recently renovated, was clean and in good condition.
Room Service prompt & efficient
Poor internal soundproofing - can hear loud discussions from the next room.
Bathroom small & grim.
Platinum recognition non-existence - with a dash of dishonesty from the front desk as well.
Basically gives off the typical airport hotel vibe - they don't care if you come back or not. Which pretty much sums up my feelings.
February 27, 2013
Rated 5 out of 5 by Lucky1406 Once again, a terrific experience
From the reservation agents, to the front desk staff, the bar & restaurant staff, housekeeping & the valets for your car....all are first class. I have traveled extensively over 25 years and this has been the best hotel travel experience, bar none. I'm recognized as a Starwood member from the time I make my reservation and throughout my stay and the staff pays particular attention to that designation.
Even if you are not a Starwood member, I have observed the staff and the first class way they treat their guests and are genuinely appreciative that you are staying at their hotel and exemplify customer service to all of their guests.
July 1, 2013
Rated 4 out of 5 by wadj T V Noise from other room is Bad
The only drawback to this stay was the tv noise from the adjoining room at 3.30 in the night. The TV s are placed next to the adjoining doors and the wooden doors do not absorb sound at all.
October 14, 2014
Rated 5 out of 5 by miked33708 Sales
This hotel was great for my travel plans
October 15, 2014
Rated 4 out of 5 by glenn2003 Good all round but very slow on check in
The Hotel overall was very good, the only issue is with check in and out. Very slow in this area, at one stage when we checked in there was 2 staff for about 12 individuel people waiting to be checked in and I did not find them very pleasant and they did not to look at people when dealing with them. They could maybe smile as well. But overall location and standard was good and pick up and drop off very good and quick.
April 2, 2012
Rated 1 out of 5 by TiredTraveler poor service; broken bed; torn sheets
the front desk was terrible and insulting. wake-up calls never happened or came late. they could not answer basic questions. they hung up on calls-to-desk.
the room had a sagging bed with torn sheets. tabletops and counters had not been cleaned. the tub did not drain properly.
the food and food service staff were excellent; it is a shame such good food is located in such a shabby facility.
February 16, 2012
Rated 4 out of 5 by BZmommyof2 Great LAX airport
I reserved a corner suite at a prepaid rate about 4weeks before my stay date. When I checked in I was told that the hotel was oversold and they had no suite for me but offered me a standard room at a discount. Um, no...that will NOT work. Not only am I a platinum member who stays at ths hotel approx 15 times a year, but I prepaid my corner suite room! The manager was called and thankfully he rectified the situation immediantly. Instead of trying to place me in a standard room he upgraded me to a much larger suite, the Presidential Suite. My kids got a kick out of that. I think the employee should have not told me that they were sold out and sorry. If that employee did not know what to do in that situation he should have immediantly deferred to the manager.
August 10, 2014
Rated 4 out of 5 by Todd111111 Hits and misses
On the plus side: Upgraded to Presidential Suite; Meeting accommodations were outstanding; outstanding staff.
On the minus side: Room service advertised "at least one hour" at 8pm, no blackout curtains in room - just blinds that let in morning sunlight; pillows uncomfortable; very small bathroom; mediocre selection in the Lounge on 15th floor.
August 29, 2014
Rated 5 out of 5 by Bolbol Exellent reception staff ever
It was the first time in USA and the stay in Sheraton Gateway LA was a wonderful stay ,from location ,the reception,the concierge,the room service,club lounge.
i would like to thank specially YOLANDA and Evelyn from the reception for their great help and support when we found uncomfortable noise from the bathroom they were patient to change the room in less than 5 minutes and as a SPG gold member they offered me 7000 points as a compliment thank you .
I stayed in the same hotel 4 times in 5 weeks through Jan-Feb.2012 ,there was a complementary luggage storage ,that saved me carrying my luggage and goes around the states.The good thing also is the free shuttle to the airport.
February 28, 2012
Rated 5 out of 5 by LarryG27 Hotels are like Umpires
The reason I'm a SPG member is the consistency, you know what your going to get. Like umpires you don't notice him until he screws up a call or has a inconstant strike zone.
The Sheraton Gateway is that consistent umpire.
July 6, 2013
Rated 5 out of 5 by SusanK This hotel has dependable standards
The staff are always efficient and friendly. The rooms are always well equipped and comfortable. The shuttle service is excellent. The local bus to the beach is great.
October 24, 2012