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Rated 3.7 out of 5 by 742 reviewers.
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
Rated 4 out of 5 by Excellent Front Desk Service While traveling for business I chose to stay near the airport as a platinum member. The front staff were exceptional, in particular Diana G. I had a parking issue that she was able to resolve. August 1, 2014
Rated 5 out of 5 by PERFECT hotel for LAX & Great Italian Restaurant We spent one night on June 20th and LOVED IT!!!! The lobby Italian restaurant is AMAZING! And has a bar for a more relaxed environment or white linen table for a business/ romantic setting. The bar area is open and comfortable. To our surprise the hotel takes pets!!! Hotel has a shuttle that runs every 15 minutes to LAX. We usually stay at the Sheraton downtown for subway access but this is our NEW FAVORITE! Hotel is gorgeous! MUST TRY!!! June 30, 2014
Rated 1 out of 5 by Poor customer Service Had requested a late arrival. Called from airport to ensure two reserved rooms were close to each other. Front desk stated they had reserved rooms next to each other for us. When arrived at hotel, they gave my husband and I a room 2 floors away from our kids. When I arrived to my room, bed was not made and not cleaned from prior guest. When I called front desk, attendant was annoyed at me for calling! It was midnight and we were tired. Waited for it to be cleaned. Then attendant refused to let us stay in that room after we waited and gave us a handicap room July 21, 2014
Rated 4 out of 5 by 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 1 out of 5 by 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 4 out of 5 by Very comfortable hotel Overall, the room was comfortable and clean. There was an issue with doors slamming all day and night, in the hallway. I was close to the Club entrance, so it may have been those doors during the day. The club snacks were so-so, and we had to pay for alcoholic beverages, which was surprising to me. Otherwise, it was fine. July 28, 2014
Rated 3 out of 5 by It's was ok My stay was ok definitely not what I expected after paying almost $400 for two nights after our long travels our keys didn't work the first night housekeeping had to let us in and security never showed up to help us. July 29, 2014
Rated 5 out of 5 by 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 Awesome Hotel Awesome Service from all staff!! July 30, 2014
Rated 1 out of 5 by Lousy Hotel I was promised a complimentary upgraded room if available, it was, but for $40 more per night, Manager or supervisor would not help me. Overall I despise this chain of hotels July 29, 2014
Rated 5 out of 5 by 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 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 3 out of 5 by not the best we stayed twice in two weeks, the first night we had to get up early to catch a flight, when we went to take showers our tub was plugged up and we had a maintenance person in our room at 5:30am. the second time on our return, the electricity went out in the middle of the night. Then my credit card company sent me an email stating that I had been charged more than my bill, I was told that they charge what they think you might use on the credit card, but assured me I'd get it back in 7-10 days and the actual charges would also be charged. We will not stay there again... July 15, 2014
Rated 4 out of 5 by Great Airport Proximity One of the better airport proximity hotels, I went from my room to my gate in under 15 minutes with a couple of strokes of timing luck, but that was exceptional even with good fortune. Bus driver was great, so was the efficiency of the front desk agent. Not much Platinum recognition, room was ordinary with a very dated bath with poor water pressure and Sheraton Club was very sparse - at 11 p.m. bottled water and a TV were the amenities. Lobby facilities are far too little to handle the number of guests and rooms. Breakfast was perfunctory in the Club Lounge. Location makes this hotel, it can use a number of updates, the lounge was almost comical but overall the hotel was a good price value to be completely fair. It was quiet as well. June 3, 2014
Rated 2 out of 5 by Shuttle and Parking Service is Dismal I waited one hour for the shuttle. I, as well as other guests were angry at the indifference of the shuttle driver. He passed us by on a few occasions and was apparently laughing at us. I hope he gets fired. I finally made it to the hotel and it took 45 minutes to get my car, even though this was 2 am and there was little activity at the hotel. To think I have chosen this hotel in the past for it's convenience! Please get your act together! July 20, 2014
Rated 4 out of 5 by This hotel is user friendly Parking attendants were helpful and courteous which set the tone for our stay. Our room was ready and met our needs - we had plenty of everything. In-room coffee a nice touch. Food was good - both Sat, buffet dinner and Sun. brunch. Front desk personnel very pleasant and accommodating. I'd choose Sheraton again. July 23, 2014
Rated 3 out of 5 by Lobby bar associates Attempted to work and eat in the lobby bar but after 30 minutes received the menu and after 30 minutes I left because no one took my order, not even a drink order. July 24, 2014
Rated 4 out of 5 by Great Hotel but housekeeping problems Overall good stay; restaurant service and food was excellent. However, first two days housekeeping did not pick up used glasses from room and did not leave any replacements as well as no additional bath/hand soap. Had to ask for wash cloths on the third day also. The pillows had no support at all. Staff brought pillows, but they were all the same. Ice machine on my floor was out of order entire four day stay. Also at checkout, staff member neither asked how my stay was or thanked me for staying there. Not usual Sheraton. July 15, 2014
Rated 3 out of 5 by Standard Airport Hotel Positives Prompt Shuttle from Airport. Room looked recently renovated, was clean and in good condition. Room Service prompt & efficient Negatives 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 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 5 out of 5 by Quality hotel Great location/friendly staff/Great Managment-very accomodating/Club loune excellent July 24, 2014
Rated 3 out of 5 by good location in downtown very comfortable hotel. good staff. July 24, 2014
Rated 5 out of 5 by Stop your searching! This sanctuary by LAX is the best hotel in the area. The staff is wonderful, the pool, hot tub and gym is super clean and open late! the food is great and the management team is the best!! thanks for a wonderful weekend, we loved it so much we stayed an extra day longer! July 21, 2014
Rated 4 out of 5 by Good First Stay I had a meeting at this Sheraton, and got in to LAX the night before the meeting. The hotel shuttle bus was quick to arrive and it was a very short trip to the hotel. Check in took about 15 minutes with about 10 people in line served by 3 registration workers. The room was very nicely furnished. My only complaint is that these days, WiFi should not be an additional cost of $13 per day. A renown hotel like Sheraton should offer WiFi at no additional cost to its customers. My only choice for dining was the Papparazzi Ristorante. The lasagna was excellent, but the total bill ran almost $40 including iced tea and gratuity. The meeting venue was nice (Seminar Room), and the breakfast and buffet lunch spread was very tasty. Once again, the shuttle bus had me back to my terminal at LAX within 5 minutes. Overall, it was a very nice stay. July 16, 2014
Rated 4 out of 5 by 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 This location has gone down the hill in recent years I will start by saying that we will Not be returning to this location. We have stayed here for the last 5 years each year getting worst but out last visit was the worst. We like this Sheraton because they offer the free shuttle to LAX, very convenient. We arrived on Wednesday night to check in, our reservation a King Size Bedroom. The person at desk told us that the hotel was at full capacity and that we get 2 queen size beds. Already a bad start. I don't get why you have to make a reservation if when you show up they no longer have a room that fits your needs. A queen size bed for a person who is 6'4 means to sleep curled all night long if you stretch your legs will hang from this bed. We walk in the room, Room smells like smoke (it's a non smoking room) The room next to us, whoever was staying there was smoking weed you could smell it when we walked by. They charge: $12.95 for 24 hours of basic internet. Room service food not impressed for the prices. Paid $15 for a waffle. They charge $4.00 for delivery and a 16% charge ( you still have an option for additional tip ) I never mind the prices for room service and specially a place by the airport it's expected to be on the pricey side but the food is lacking so many things. The outside of the hotel is trashed. When we walked in by the side there was empty bottles of vodka and tequila and plastic cups. We have been part of the Sheraton point system since 2009 we have never gotten anything out of it. I am very disappointed that big businesses like Sheraton try to give you crumbs for what you pay for. Other businesses will try to give you at least a muffin or something so small to show that they care. Don't expect it from Sheraton. I'm giving Sheraton LAX a one start only because the service people are nice. July 24, 2014
Rated 1 out of 5 by 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 2 out of 5 by Challenges When I checked in I was asked if I wanted bonus points or other amenities - no one told me that meant that my room would not be cleaned - and my bed would not be made - that was fixed and housekeeping was right on top of the clean up - once they knew of the problem When I turned on the TV - it didn't work - one of the line on the phone didn't work and on my last day there was a bug in the shower - Engineering fixed the TV quickly but the phone was never fixed - when I told the front desk about the bug - they didn't even apologize - July 11, 2014
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