Rated 3 out of 5 by klilly Quick business only
This hotel is average at best. The staff is very nice, but the rooms are tired, the mattress in my room was sagging - the ac very hard to regulate the temperature in the room.
Bathrooms are small - the door opens into the toilet - towels have definitely lost their fluff -
tv channels sometimes cut in and out so you could not watch a program without interruption.
for location and a quick in and out into LA is is ok - no recognition of gold status, granted I have not stayed at many spg hotels this year, but still it would have been nice to hear 'thanks for being a gold'
June 13, 2014
Rated 5 out of 5 by Ronald1818 Ideal Location
I love coming here, because it's so convenient to LAX and all car rental locations. The Gateway Hotel has all amenities needed as business traveler, a great pool. The executive lounge has some of the friendliest people in town.
June 23, 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 4 out of 5 by MrTraveller Easy Check In!!
Great check in and check out. Hotel was quick and easy to navigate, and all staff were courteous and attentive .
June 24, 2014
Rated 5 out of 5 by Izumi Nice people
Each time when I check in, I feel wonderful. Front desk people listen to my needs and reply with kindness. I love them all.
June 24, 2014
Rated 3 out of 5 by johntor Average experience this time.
I've stayed at Sheraton LAX many time before so know the hotel well. Did not expereinced "WOW" factor in customer interaction at the time of check-in and during my stay. Would appreciate if hotel could meet customer expectation especially for repeat customers.
Mattress spring noise was very notable.
May 22, 2014
Rated 4 out of 5 by bob23144 Poor in room service
I called at 9 pm for room service for a light meal. The good news is that the waitress was honest and told me it would be an hour wait. the bad news is that I did not want to wait an hour for food. Room service should be faster. I did not order and instead went to sleep at 10,
June 20, 2014
Rated 2 out of 5 by Ken6708 Had to walk 2 blocks from 'hotel parking' to get to lobby
I was really surprised by the location of the hotel parking for the Sheraton Gateway Los Angeles. The self parking area was over 2 blocks from the lobby entrance. What really disappointed me, however, was that when I mentioned this to the person at the front desk, the individual tried to tell me that this was the same as all the other hotels near the airport. Having stayed at other hotels near LAX, I knew that this was not true. For a business traveler, I would not recommend this hotel due to the parking issue unless you are planning on using taxis during your stay.
June 9, 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 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 5 out of 5 by MaureenMid A very enjoyable airport hotel
This hotel is virtually next door to LAX. Since I had a very early morning flight, I thought it would be the perfect location. I was greeted by guest services even before I arrived (via email) and then upon arrival. I felt very welcomed and valued. The Italian restaurant Papparazzi was wonderful, and although I was alone, I enjoyed the experience. If I have to fault the hotel at all, it is for the condition of the tub and counter in my bathroom, both of which were in need of refurbishment. But otherwise, the room was very clean and completely comfortable. If the sound of planes taking off during the night isn't a negative for you, I enthusiastically recommend this hotel. The shuttle service to the airport is great.
June 1, 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
Rated 3 out of 5 by sscolley Great staff, but lacking in the details.
Unfortunately the thick 8" black hair between the pillows is how I will remember Sheraton Gateway LA, and that's a deal breaker. At that stage of the evening, with an early flight out, we were not about to pack up our stuff and request a room change (we just threw it away), but the room no longer felt clean. Otherwise it was a nice refurbished room with tasteful appointments. Exceptionally helpful and friendly staff member at check in - all the staff were lovely. Other small details: we would have appreciated a second bathrobe - I would have thought this was standard; if bottled water is prominently displayed with a sign saying "thirsty?" it should also state that it isn't complimentary. The gentleman who brought room service was very friendly and professional - the dessert was only OK. The free wifi did not work (the log in screen failed to load completely). I would have considered this a good hotel (I have always considered Sheraton an excellent brand), but lack of attention to detail and basic cleanliness render it average. With LAX hotels being something of a commodity, this one did not justify it's premium price.
March 26, 2013
Rated 5 out of 5 by Joseph0355 Friendly Staff
Staff is very friendly and accommodating. Responsive to needs. Small bathrooms though.
May 6, 2014
Rated 5 out of 5 by WhoNeedsARequiredNickname title
Much improved. Nice room, great location, and good shuttle service. Restaurant food was very disappointing.
July 16, 2013
Rated 2 out of 5 by Chris55 Poor Check In service
Check-in staff were inflexible and unfriendly on our arrival when there was a problem with the reservation.
December 7, 2011
Rated 5 out of 5 by MarkP123 convenient to LAX and Trader Joes
Would definately use this hotel again. The staff is great and the location is very convenient to the Port.
October 28, 2012
Rated 5 out of 5 by Mistry Great hotel resort!
The staff was great. Rooms are big and clean. The property location is right on the beach and even though it is not private beach, it was uncrowded. I would stay again here.
June 12, 2014
Rated 5 out of 5 by Richmlr Outstanding
very upscale for the price
June 13, 2014
Rated 3 out of 5 by SivaP Average Room Service
I stayed there twice during the weeks of Nov 28-Dec 1 and Dec 12-15, both the times it happened and hence thought of writing a review.
Everyday room cleaning service wouldnt replace your soap/shampoo/moisturizing lotion etc and you have to ask for them.
For 3 days I was left to use the same soap (which is considerably smaller).
Why do I have to call the room service every night to get a bath soap. Ridiculous.
Another issue is with the Receipt. I was hoping to reduce the paper waste to ask for an email receipt.
The receipt never arrived, I called the hotel 3 times and their account department never answers the phone or replies to call back... i didnt expect such kind of service from them..
December 19, 2011
Rated 5 out of 5 by Raymond1 One outstanding employee!!
I need to recognize the Assistant Front Office Manager, Mustafa O. for outstanding service. When I arrived for check in, I discovered I did not have the reservation I thought I had...due to a mistake on my part. Mustafa not only got me a room, he also fixed my SPG account. I really appreciate him doing this. He is an employee that the Sheraton Gateway can really be proud of and very lucky to have!
Thanks again Mustafa!
April 16, 2014
Rated 5 out of 5 by dmr320 work
I just wanted to mention two staff members that really outdid themselves while I was at this hotel to provide a training. Sean Drury helped me with some AV problems that were my responsibility, and could not have been nicer about it. I also want to put a shout out to Estela Estrada with catering, who worked with me and met all of my, and my attendees, needs. She never missed a beat.
June 7, 2014
Rated 1 out of 5 by AmandaS Terrible customer service
I decided to stay at the Gateway Sheraton because a conference I was attending was here at a special discounted price. I will NEVER stay at one again.
The customer service was terrible. I don't mean bad and needs work, but terrible. I have never been treated like this before.
As I walked in, I was greeted by a man to check in. At first he was nice but was coughing ALL over the desk and not covering his mouth.. gross. Then I went to pay on debit since I wasnt traveling with my credit card and read in my email that I could do debit. He had no idea how to process this so he told me I could charge a credit card from someone who wasnt staying here as long as I got there email. I decided to give them my boyfriends email and started spelling it out for him. He immediately got VERY rude and said “I ASKED for you to WRITE it down!” so I asked for a pen and he just threw it on the counter. Not impressed and completely taken off guard. I then called my boyfriend to transfer him my room cost so he could pay it on his card. The front desk emailed him the proper forms and told me to go sit and wait because he had to deal with “real customers.” I felt very talked down to because I wasn't wearing a suit like the men behind me and he said I wasnt a “real customer” .. What does that even mean? Because I hadnt paid yet? My boyfriend then didnt understand some of the information being asked so I asked if someone could call him and explain it. The man then went to tell his supervisor to ask her to call. 20 minutes later she finally called and walked him through the form. My boyfriend told me it was all good to go. I sat there on the couches for another 30 minutes waiting for someone to grab me to check me in (meanwhile no other customers were at the counter) and finally I went up and asked if the form was complete. The manager rudely told the man that she had printed it off (like he was supposed to just know). The man proceeded to get the sheet and put the information into the computer. He then charged me an extra night which I caught right away and he didnt actually believe I paid when I booked online. Then checked and realized I did and mumbled some stuff under his breath. He then asked how I was paying for the $75 incidentals and I said with the credit card. (since I only had debit) and he said that couldnt be done. I then spoke up and said “You KNEW I only had debit! Theres nothing I can do about this because you didnt charge the card!” (which I admit shouldnt have done but I was getting very frustrated after all of this. He then told me there was an ATM which he decided not to let me know before I went through all the credit card hassle. I went and took out $80 for him. I then asked to speak to his manager (not knowing it was that rude lady from before). She came up to me and I expressed my disappointment in their quality of service and she quickly defended herself by saying “Well I have other things to take care of too.” Which I totally understand but you would rather help a guest who JUST walked up to the counter before you help the one who has been waiting over an hour to get checked in. Just terrible. She apologized insincerely so I just left it and went to my room. I then got into my room and realized I had no wifi so I called down and asked if it was complimentary. Apparently I have to pay $12 a day to get wifi where in my email says “Sweet Sleeper Bed, 32 Inch Flat Panel LCD TV, Wi-Fi Internet..” So I asked why it said that in there and she said “Just so youre aware of the service we provide. It is extra money though” So my question is, do you charge extra for your beds? Or Tvs? Why put it in there and charge extra. Just completely taken back. I then went and sat downstairs in the Lobby for 2 hours to work on the wifi and decided to just go up and pay the $12. So I asked to pay for wifi and the guy at the desk informed me that it was complementary and he just had to refresh it but it should be working now. Such an inconvenience after I even called. Poor poor service. Everything was just going wrong and VERY unimpressed. I have 40 of my clients coming down for this event and I will make sure to tell them all my experience and I know I will not recommend this hotel or stay here ever again. Even if it were free. Customer service is number one and this hotel has none of it, as far as I can tell.
January 15, 2014
Rated 4 out of 5 by oldjazzguy The Hotel is very convenient for LAX
I enjoyed most of my stay but the Hotel was very cold, in spite of the outside weather being windy and cool especially in the meeting rooms and the concerts and we both needed heavier clothes than we had brought with us.
The bar tender was very surly when asked what draught beer he had available. His response "only Pilsner" this I believe was all they had every night.
The front staff did not know how the local transportation system worked, i.e the buses and the Go Metro. I did explain them to him as I have visited your area at least 5-6 times.
May 28, 2014
Rated 4 out of 5 by GD2011 Concierge
Henry at the concierge was excellent. Very helpful
June 10, 2014
Rated 2 out of 5 by Willi29 Hotel features
The hotel needs the features to be up dated the bathroom was to small had no fridge the phone from room to room only worked sometimes. the room was very noisy from other rooms.The room lighting was very dark.
June 9, 2014