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Rated 3.7 out of 5 by 740 reviewers.
Rated 3 out of 5 by Not what it used to be This used to be my hotel of choice when travelling thru L.A.. Over the last few weeks I have noticed a decline in quality of service and care. After my last stay, I decided to consider other hotel options for my next trip. Upon arrival and check-in, the front desk staff seemed hurried and overworked. Rather than the friendly welcome that I used to recieve the check in was rushed and impersonal, even though there was no line waiting behind me.I am guessing that this quick process contributed to not receiving the wake-up call that I had requested. I have also noticed that my long standing Gold status no longer gets me the upper level room or extra amenities that it used to. Nothing major, but it was the attention to personal detail that used to keep me coming back. That said, the staff in the Paparazzi Lounge continue to exceed all expectations in professionalism and service. The experience at Paparazzi remains the primary reason to stay at the Sheraton LAX Gateway. Be sure to stop in and tell them that Steve said "Hello". August 1, 2014
Rated 5 out of 5 by The Coolest Stay Ever in Cali I was attending a 4 day speaker training 8am-8pm, and this hotel provided the relaxation that I needed, especially by the pool area, the music, the heaters, the food and great service and attentiveness. The exceptional service first started from the Valet service, when I arrived, Roosevelt Beasley gave me a professional, warm welcome, and for the rest of the week the valet team was fast,friendly and professional. It was also nice to see some females working valet. I will stay at this hotel again and I had a great time! August 11, 2014
Rated 2 out of 5 by 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 3 out of 5 by Needs Imporvement My friends checked out because of Bed Bugs. Overall it does not serve as a typical Sheraton Hotel August 15, 2014
Rated 4 out of 5 by 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 2 out of 5 by This Hotel has terrible rooms When we checked in to our non-smoking room it smelled just like smoke. Had to call security to check it out. Our bath tub was filthy and we had to call house keeping to come and clean The shower head was not filtering all of the water so 1/2 of it was running into the tub. Because the drain was clogged up this caused a backup of dirty water in the tub. Had to call maintenance to fix. They offered to put us in another room but we were right in the middle of a conference and didn't want to be further inconvenienced. Didn't feel like the management was truly interested in our concerns. They did off to compensate us by removing (30.00 taxes) from our bill. July 31, 2014
Rated 3 out of 5 by 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 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 2 out of 5 by Disappointing I booked this hotel for an early flight out of LAX. I was given an accessible room (even though I had not requested one, and I'm clearly not in need of one). I checked in around 10pm, and, with a 4:30 wake up call looming, I wanted sleep more than I wanted to go a few rounds with the front desk to get moved. The other issue I had was with the cleanliness of the bathroom. It looked as if the housekeeper had cleaned it halfway and forgot to finish. There was no shampoo or soap, only a bottle of lotion, and the bath mat was in a wad on the floor. As a Gold SPG member, I expect more. August 4, 2014
Rated 5 out of 5 by Perfect Airport Sheraton This hotel is a perfect airport hotel. Don't let proximity to LAX deter you. The rooms are extremely quiet, even the ones facing LAX. The bed was lovely, and the staff very helpful. While nice hotels at the beach have reached astronomical prices, this hotel is modestly budgeted and is a reasonable drive to the beach cities. August 11, 2014
Rated 5 out of 5 by Above & Beyond I want to personally recognize Brenda Reynoso. During my last visit, my family joined me. As it is summer, after my business meetings, we were taking the children to Disneyland. During our stay, my daughter left behind her beloved bear (who has been by her side since she was 9 days old). "Bear" has traveled extensively with us over the years (my daughter is now 13) and we realized he was missing upon our unpacking at Disney. After repeated calls to Sheraton Gateway housekeeping team, I was not confident that the staff had or were looking for Bear. I contacted Micheal Washinton's office and was immediately helped by Brenda Reynoso, who was understanding, and sympathetic. After 2 days of non-responsiveness from the Housekeeping team (including the Housekeeping Manager) Brenda called me back within 20 minutes of our call, with news that she believed bear to have been found. She took possession of Bear, sent a photo of him to us via text (on her own personal phone) and then set up how we could collect him. She cared and it was obvious within 3 minutes of talking to her, that she was going to help and not just fuff us off as had been the case with every other person I had spoken to prior to her. Sheraton has a wonderful, customer service oriented, employee in Brenda. She should be recognized for going beyond her duties and making an SPG Gold member and her daughter very happy. Thank you! August 11, 2014
Rated 4 out of 5 by Wifi bad Wifi did not work in the room. Key card did not originally work. Otherwise OK. August 10, 2014
Rated 4 out of 5 by Favorite Starwood Property in West Los Angeles Great staff and service. Our room which faced Century Blvd was noisy due to planes taking off, noisier than we recalled from our past stays. Maybe the winds or weather had something to do with the louder aircraft noise. Front desk moved us to a quieter room which helped. Management said that the upcoming renovation will improve the sound proofing for those rooms. Otherwise loved the pool, exercise room, and club lounge. We prefer this hotel over other Starwood properties on the west side of Los Angeles. July 14, 2014
Rated 4 out of 5 by Expensive for Quality Great location, but food expensive, but only adequate. Service not responsive. Room not very comfortable. Bathroom shower head too low and no water pressure. August 8, 2014
Rated 5 out of 5 by Close to the airport The shuttle runs every 15-20 minutes. No reservation or calls needed. Short ride to the airport. August 8, 2014
Rated 1 out of 5 by This hotel falls short on customer response I have stayed in this hotel twice this year. The reception personnel at checking in needs major training. To me is it not what you say but how you say it that makes the difference. Their attitude is take it or leave it and they lack tact . I booked and paid for a corner suite that included Internet and Breakfast. In the rush of things I overlooked changing my reservation from 1 person to 2 and by the time I checked in I was handed one breakfast voucher. I inquire as to why I was given only one and their response was because I had made the reservation just for one person and if I needed another voucher I would have to pay another $30 Dollars. This was ridiculous because the breakfast buffet was only $22.00. I then said well If I give you back my one voucher then I can get to reduce my stay rate for $30 and the response was sorry I can't do nothing for you. Either pay the extra or beat it. This is the second time things go wrong with this hotel which I am planning on staying away from on my future business travels. August 6, 2014
Rated 4 out of 5 by Sherston LAX The best hotel at tje airport. Frequent shuttle to and from tne airpoirt. Great lobby lounge. August 7, 2014
Rated 2 out of 5 by Will not visit again The hotel has great lobby, restaurants and location. The room was horrible. The chair was broken and stained, the window was very dirty (never saw so dirty window), bathroom sink backs up overnight for some reason and needs unclogging in the morning. As usual, you have to pay separately for just about everything, the paid parking lot is across the street behind the hotel (does not even belong to the hotel). The cost of stay comes to about $250 per day and it is not worth it, not even closely. August 2, 2014
Rated 1 out of 5 by I paid for a corner suite, runway view, got a standard :( When I booked the room I specifically paid for a corner suite and a few days before I talked to the staff and I was assured they had blocked a high floor view with a runway view. But when we showed up all the had was a suite on the 3rd floor or a standard room on a high floor. Very poorly handled by the check in agent until the manager came out and at least adjusted the rate. Over all very disappointing. The club is also a joke, the staff is super rude. And when asked for ice their reply was the ice machine is broken. :( Needles to say that we stayed there about a week before and the ice machine was still broken. Overall a very disappointing stay. Staff indifferent. July 23, 2014
Rated 1 out of 5 by If this is how they treat a platinum guest... I arrived at 11pm, after a long day of meetings on the East Coast, and the West Coast. I hardly noticed all the room service trays in the hallway as I walked to my room, as my goal was just to get to the room and rest. Arriving in the room to find an insect in the restroom is not what one expects, and may be explained by the overall uncleanliness of the hallways. I returned downstairs to change rooms. I was promptly given a new room, but without being told that the King Bed would now be two single beds. Being tired, I decided not to waste my time going downstairs again. The final point was when I asked why at checkout there was no complimentary water in the room, I was told that the $3 water was complimentary for Platinum Guests. This was fine, and I decided it was just a bad stay, and I would not take this any further, things happen. The only reason I am posting this review is I received a bill this morning for $3 for the "complementary water". I called, and was told to speak with accounting, which just seems ridiculous. I would stay as far away from this hotel as possible. Having spent over 500 nights in starwood group hotels, this one is by far the worst. July 18, 2014
Rated 1 out of 5 by Terrible Am a gold member with SPG, and spend many nights a month in hotels. Checked in to my room, smelled like an ash tray. Moved rooms,, smelled like body odor, cold water trickled out of the faucet, outdated TV, dirty carpet etc etc....They charge us 7000 points for this room, and I will never stay here again...Terrible! August 4, 2014
Rated 5 out of 5 by Everything about this hotel is extraordinary! From the moment I checked in, I knew this was going to be a marvelous experience! The hotel staff, room and facilities all exceeded my expectations in every way. Staff is professional, courteous, and happy. It was a joy to be at this Sheraton, and I know I will return when I am in Los Angeles! July 14, 2014
Rated 4 out of 5 by not disappointed The staff were friendly. Liked that the hotel was situated between airport and beaches. The pool area had a fire pit for the cooler evenings and comfy chairs to lounge in. The downside - people left too much garbage in the hallways on the floor we stayed on. There was also the constant loud slamming of doors. July 14, 2014
Rated 5 out of 5 Good Hotel by LAX I stay here often when on business travel. It is usually always busy however the hotel is very nice and I never have trouble getting to my place of business or the airport. Noise from the hallway or outside is never an issue. The food is good. I will say here anytime I need to travel to LA for business. August 4, 2014
Rated 5 out of 5 by Excellent Hotel! Great hotel! Near to LAX and courtesy shuttle that brings you right to where you need to be. Food and drinks at the hotel are excellent and the prices are very good. The staff is top notch. They are very attentive to your needs and go the extra mile to help you out if you need it. August 4, 2014
Rated 2 out of 5 by Poor Customer Service and Accounting Although the room accommodations and the hotel features are acceptable, the customer service definitely needs improvement. At checkout I spoke to 2 different hotel representatives regarding my charges, and I was specifically concerned about the prepaid portion. I was given a receipt that showed the correct charges. However upon return home I realized that I was charged for an extra day. I contacted the hotel and I was told that the accounting department was closed and that I would need to leave a message or call back tomorrow. This is unacceptable and I am not at all happy with the service. July 24, 2014
Rated 4 out of 5 by Great stay I was pleased with my stay at this hotel. The staff, food and location were great. August 4, 2014
Rated 5 out of 5 by RECENT STAY AT SHERATON LAX We have been staying at the Sheraton Gateway LAX hotel for many years, every time we go to LA. We like staying there because the hotel is always well kept, the proximity to the airport is very convenient because we normally arrive after a long flight and depart to another destination to come back again August 1, 2014
Rated 4 out of 5 by Incident Handled Quickly On initial check in, I was unable to enter room. Keys did not work. Second night, went to the excellent hotel restaurant for dinner, returned and unable to enter room. Again called Guest services and Security was quickly sent up to let me in room and I was informed I would have 2000 points added to my account for the inconvenience. July 31, 2014
Rated 3 out of 5 by This hotel experience was disappointing. The room we stayed in was 1061. It was stuffy and hard to keep the temperature under control. The bathtub was super slippery. We planned on having the breakfast buffet, but found out that it was $22/person. I don't think so. August 1, 2014
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