Rated 2 out of 5 by DC1952 Poor Management
Check out line was really long and management did a bad job of recognizing the problem and correcting. When I raised issues, staff was defensive and not appreciative of customer service issues. I also had problems with valet staff. Restaurant staff was great but front desk staff was generally very mediocre and appeared poorly trained.
July 6, 2013
Rated 1 out of 5 by RGCOLOR SPG Member
terrible stay last time, overpriced and no respect for platinum members. Lounge serve the same food over and over again, cant it vary? I will no longer recommend this hotel. Front desk was rude and constant request for corporate ID, why bother making the reservation ahead. Need new management, the bar is quite good but expensive.
September 29, 2013
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 Jimtraveller A relatively good stay
This is second time my dad and I stayed in LA for our short vacation.
The highlight of the stay: the club lounge and very helpful staff there.
The opportunity: the front desk, especially for the Elite Line. I would call it "Elite Jail", as it was much much slower than the regular check-in line.
Overall, a good stay.
July 1, 2013
Rated 5 out of 5 by Christine1 A very good full service hotel
The staff was very attentive and professional. Location is convenient to airport with occassional noise from air traffic but hardly any problem at all.
The facilities fulfilled my needs and the group rate was reasonable. Wifi free in lobby area was a plus.
Thank you for an enjoyable stay.
March 4, 2013
Rated 5 out of 5 by KZE16 Great hotel
The Hotel is excellent however check in I waited several minutes for check in and checking out was the same. Not enough check in staff. Had the same problem in the bar when someone eventually served us they were great but we had to go out and find someone 3 times also the food order was messed up...
June 17, 2013
Rated 3 out of 5 by Hungry246 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 JohnMiamiBeach Comfortable, Clean and Courteous!
Wonderful hotel. Clean rooms, trendy but not in an overwhelming/offputting way, friendly/well-trained staff, good airport location with cool views if you like that (yet very quiet in the halls and outside the windows), free airport transportation, good food. I like this place and would stay again.
February 4, 2012
Rated 5 out of 5 by History28 The best choice for LAX
While reading many positive reviews of this hotel, it was a pleasure to confirm that this is a perfect airport hotel and the best choice given its proximity and very qualified staff. The Club Lounge is quite nice and added to the comfortable stay.
Thanks for a terrific stay and we will return.
January 13, 2014
Rated 5 out of 5 by LATT BEST AIRPORT HOTEL
Front desk staff always takes great care of spg members.
Rooms are very nice and clean.
A robe is always provided.
The club floor provides a nice breakfast.
The swimming pool is very nice.
All team members should be congratulated. They really try hard to please, and people do make a difference.
November 4, 2012
Rated 5 out of 5 by Jordan5 One of the best SPG options for near airport spots
This hotel is clean, has a good airport shuttle service, pretty good workout facility and has a trolly near by to take you to Manhattan Beach or other locations. This is my favority spot on quick lay overs in LA. Breakfast in the morning is pretty good although I wish that it started earlier.
April 7, 2012
Rated 2 out of 5 by skipod Hotel is "tired" and needs updating
The main restaurant had poor service and I was served a cold rib eye steak. The steak was tender and tasty but cool. The vegetables were cold. When I mentioned this to the waitress, nothing was done and no apologies.
November 22, 2014
Rated 3 out of 5 by Bill Unchecked Boxes
Good HVAC - check
Quiet Room (for an airport location) - check
Efficient Check In/Out - check
TV - no check, sound kept going out
Hot Water (shower) - no check, water remained hot only if I shut off and on (anti scauld sensor bad?)
Service in Lounge - check, friendly and responsive staff
May 8, 2013
Rated 5 out of 5 by Breck Great hotel for the price
We stay at this hotel anytime we have a layover at the LAX airport. It is always consistent, rooms are large and lovely and the beds are great. We highly recommend it to weary travelers. It's our home away from home in LA. We don't use the spa or pool as we're usually only overnight.
October 5, 2012
Rated 5 out of 5 by Notthatimportant Great Stay
The updates in the hallway and elevators look good. The rooms could use the same update. The matresses could use to be flipped or replaced in a few rooms. The staff is great, rooms are clean. They have installed a pull-up bar since my last stay. Well done ladies and gentlemen
June 23, 2013
Rated 2 out of 5 by Lynn Recent Hotel Stay
Beautiful hotel. Unfortunately I was overcharged for my room. Also, it's PET FRIENDLY and I wasn't informed. A barking dog next door woke me up and disrupted my sleep. Although they did change my room late at night, it was not good for my early morning meeting the next day.
May 20, 2013
Rated 5 out of 5 by Classywoman This hotel knows how to pamper you
Their beds and pillows are the best quality that I have ever experienced at a hotel. You get four pillows on your queen size beds. We felt like queens. The food and staff were excellent and the men that parked our car when we arrived at the hotel were excellent too.
October 10, 2012
Rated 4 out of 5 by Mysty Room Accessories
There was no glassware. I take drops of essential oils twice daily. There was not a single glass/ceramic piece in the room and only one place setting for 2 of us to share. In the past, there has always been water glasses or coffee mugs.
Don't know what SPG means.
March 17, 2013
Rated 1 out of 5 by Steven52 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 5 out of 5 by LoriLynn Great
This was the last stop on our trip from San Francisco to LA, it was within walking distance to the Budget Rent-a-car, 1 mile from the air port and. The rooms were very clean and extremely comfortable and remarkably quiet. This hotel comes highly recommended.
September 4, 2013
Rated 5 out of 5 by Plogan this hotel great people
I don't wish to make a comment right now
November 24, 2014
Rated 2 out of 5 by delton56 frustration to the max
i checked in & was told our room was 312,
i went to go park & sent family up to rm,
keys didn't work in 312, but had 351 on it so they tried 351 & it worked but only 1 bed,
i got a call from my mom telling me this,
i called the front desk, they said come get different keys to new room, my mom went down & got new keys to rm 335 & they worked, when i got to room i called my wife at home to let her know we were in, she asked about the rm, i told her it had 2 beds but no couch, she was very upset because she had specifically talked to the man & he told her that it was a rm w/ a couch which was needed. i was traveling w/ my 90 yr old grandmother who was already in bed asleep when i got to the rm so i was not going to wake her up and move again. i can't believe it is so hard to get it right, very frustrating, 3 times is certainly not the charm & it didn't seem to matter to anyone at the front desk, but there sure wasn't any problem w/ my bill.
you made sure got your money & that's all that seems to matter to you. you will not get any more from me that is for sure.
March 19, 2014
Rated 5 out of 5 by DJMO19 Great Stay
The hotel was met my needs exactly. We ate sandwiches in the lounge area and the food was delicious and moderately priced. All of the hotel staff was friendly and efficient. I would definitely stay there again.
May 6, 2013
Rated 5 out of 5 by CNYVisitor Great Airport Location
Perfect for staying at LAX before or after flight-good shuttle service. Best of all - excellent hotel comfortable, quiet, and clean room with the most comfortable bed we found while traveling in CA.
March 24, 2014
Rated 5 out of 5 by AntonChad Best benefits at LAX
I was very pleasantly surprised to learn the Sheraton Gateway now has evening snacks and breakfast in the Club Lounge daily. Yes, even on Easter morning.
That is a very nice benefit for road warriors!
April 2, 2013
Rated 5 out of 5 by GrandmaMicki Wonderful start to our vacation
My daughter and I stayed with you
overnight on our way to Hawaii. You were so nice to us. You made us guests of the day and treated us royally. The room was lovely and our dinner fantastic.
November 21, 2014
Rated 3 out of 5 by FBERKNM Seems more like a motel
Subpar even for Sheraton. I am a frequent traveler and perhaps a tough critic. Still, the level of service here was no better than average. The condition of the room was well below par.
February 6, 2012
Rated 4 out of 5 by yoshikuni Great Service
Very convenient location, nice bar and restaurant, and the staff was simply outstanding. the front desk was excellent. the gym was also a great plus for travellers, and very peaceful.
December 28, 2011
Rated 1 out of 5 by Jack33 NEVER AGAIN
Worst experience in 64 years - 45 min check in - planned power outage with no notification. - closed access to elevators - dirty bath - TV remote did not work properly.
September 11, 2012
Rated 5 out of 5 by CDW1 Great stay
We came to Cali for our sons football game. Even though the hotel is right by the airport, we didn't hear any planes going by. Very clean and staff is friendly.
December 14, 2012