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Rated 3.7 out of 5 by 828 reviewers.
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out of 5 by Customer Service Is The Best During our stay in LA we booked the four points which was extremely small and outdated - we quickly upgraded to this hotel which was very clean, spacious and the staff was extremely friendly, nice and accomidating.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 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 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 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 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 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 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 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 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 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 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 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 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 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 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 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 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 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 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 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 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 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 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 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 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
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