Rated 3 out of 5 by BuuDinh First time back to Sharaton
The room is great and clean, but the staff was not so friendly.
January 27, 2014
Rated 1 out of 5 by RH612 Missed Flight - 1 hr to get car from valet
I have stayed here many times as I travel. I called down to the valet 30 minutes to checkout. When I got downstairs my car was not ready and I could not find the valet for 15 minutes. I finally found him and he expressed he was the only one on duty. He explained that they lost my keys and my car. I was in a hurry to catch my flight and ended up waiting for an hour. The Front Desk Manager was of little to no help. It turns out the keys were there all along and they put the wrong tag on them. I missed my flight, was charged extra money for a new flight, and stil had to pay $32 for valet. Not even 1 apology from the front desk manager. Buyer beware.
February 28, 2014
Rated 5 out of 5 by Paula28 The service and people are wonderful!
The hotel had great features and is situated in close proximity to many restaurants and shops.
September 18, 2012
Rated 5 out of 5 by Hudson1960 This is great hotel for business travelers
Check staff is always professional, dinning experience is also great. very convenient.
June 22, 2013
Rated 5 out of 5 by acountraider Too Good to Be Noticed
I often frequent the SPG hotels near LAX, which is great cause there is four in the area and I always look forward to SPG status. I am so closed to Platinum so I have really just started staying at the hotel for no true purpose beyond upgraded status.
The sad thing is that after so many stays and so many dollars spent most of these SPG hotels do very little beyond offering you points. I have experience the true spirit of the program, however the norm is to stick you in a regular room call it SPG level and debate rather not if you can get the late check out...
My recent stay at this hotel was not that bad, thanks, but there was no room upgrade, no comp parking, just my gift of additional points which tend to be getting smaller and smaller compared to my first race to platinum...I stood in line at the "status-Line" and notice that no one pay attention to me or my facial expression of looking at three people get called before me...its annoying that the dedicated line is too busy calling from the general line...yet it is I who have choosing SPG to be and investment and have earned the status that I would like to be recognized for ...
not sure if this program gives what it was intended for, but looking at my AMEX monthly bill and I can assure that it takes..
February 3, 2014
Rated 3 out of 5 by Donaldo02 Not the greatest
They seem to want to nickel and dime you much more than similar chains do.
January 16, 2013
Rated 5 out of 5 by Dehi Great stay and location
Very kind service members and great location next to the airport.
July 2, 2013
Rated 5 out of 5 by GMLAC Very Nice Hotel, good restaurant
Very nice hotel, with an excellent Italian restaurant.
October 25, 2012
Rated 5 out of 5 by Exurberant One Night
Exceptional service with attention to details.
August 4, 2013
Rated 5 out of 5 by Jkpfenning964 Mr. & Mrs.
Great rooms and Anca was a great help.
June 30, 2013
Rated 5 out of 5 by Totes This is a great hotel
We were traded like royalty
December 19, 2012
Rated 3 out of 5 by DocRon For a Convention Hotel
The staff was very accommodating and responsive. The lighting in the rooms was poor. The bathroom lights needs to be stronger. You could not see your clothes in the closet. The bathroom amenities were substandard.Towels were thinning.
The breakfast buffet food should be replenished frequently and one should never see an empty tray in the buffet line. The bagels were so hard and stale that they would break when you tried to pull them apart for toasting. The toaster should be replaced as it burns the top of the bagels most of the time.
Provide ear plugs as the jet take off noise is transmitted through the structure. Gym facilities were excellent for a hotel.
May 3, 2014
Rated 4 out of 5 by Ian63 Wifi bad
Wifi did not work in the room. Key card did not originally work. Otherwise OK.
August 10, 2014
Rated 3 out of 5 by Libby07 Great location, disappointing rooms
Great location of hotel next to LAX airport for those needing a quick arrival or departure; however, this and other Sheraton's I have stayed seem to need updates/upgrades to their room decor and bathrooms. The bathrooms are poorly lit and the showers slow to drain. I've stayed at 2 different Sheraton's during the last month and both bathrooms smelled like mold. The pink/red mold on the shower curtain was clearly visible so not sure why those aren't replaced regularly by housekeeping. Surely it can be seen and smelled. Other than that, this particular hotel location worked out great for us as the shuttle ride to the airport was less than 5 minutes.
July 31, 2012
Rated 4 out of 5 by ADIMP2014 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 1 out of 5 by Roy376 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 5 out of 5 by Gabriella4 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 1 out of 5 by Greg48 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 3 out of 5 by Rockwell hassle
Door lock wasn't working properly. Took multiple tries to unlock it. TV just broke on my first night watching it. Guy at the desk was nice though. The first time I went down to get a new key, I stood in the empty line for non SPG folks as there were a bunch in the platinum gold line. rather than call on me to simply replace my key they skipped over me twice and the guy had a bad attitude. Keep in mind that I have stayed well over 80 nights with Starwood. I will not stay there anymore if I can help it. Besides that one guy everyone else was nice. probably should hire more maintenance guys or spend some money fixing some of these issues.
July 14, 2013
Rated 5 out of 5 by psymiller 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 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 4 out of 5 by JMK3 Solid Airport Hotel
This is a solid airport hotel. Much better than most. Good Platinum recognition with an upgrade to a suite of some sort -- really a very big room with a couch and table... very small normal bathroom though.
I used the lobby area to do some work. The lobby area is well setup for people to meet, converse or get some work done. i left my laptop case there and later went down to look for it and it was gone. Called lost and found and luckily it had been found by a hotel employee and was promptly returned to my room!
The reason why I was using the lobby was that the internet in the room was painfully slow, and was very fast in the lobby. I called tech support on the internet and was transferred to the offsite vendor who walked thru a script, including asking me for a contact number -- wouldn't you think that if you had just been transferred to them from the Sheraton Gateway, they would know the phone number to call if they had to call you back -- they did "reboot" the local router and the service did "improve" although it was far too slow, hence heading to the lobby, as I didn't have the time or the patience to talk to someone in a call center, rather than someone in the hotel who might have been more equipped to handle the problem.
Had a breakfast in the Brasserie the next morning. Ordered off the menu. Service was good, but I'd have to say that the food was only just OK!
Anyway, I wouldn't hesitate to stay there again for a quick stay if I needed to around LAX -- would venture further out for a more extended stay.
May 5, 2013
Rated 5 out of 5 by kevie999 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 4 out of 5 by jimb805 Sherston LAX
The best hotel at tje airport. Frequent shuttle to and from tne airpoirt. Great lobby lounge.
August 7, 2014
Rated 3 out of 5 by MikeNZ54 This is a hotel and that is all
I am an Spg member (10 years+) and had booked a club room .
We checked in and it was as you would expect when you are a number. When we got to our room, keys did not work. We return to the counter for new key cards.pain when you have been on the road for ten hours/or a flight for 12 hours
Our room was clean (as you would expect)
Bath room although clean needed repairs and should not be rented out at the current rate until these are completed.
1/ the clear coat on the top of the sink bench has started to come-away around the sink (badly)
2/ Bath tap would not completly turn off with out really swing on it (which means constent dripping not to mention the waste of water.
Day two of our stay our key cards stopped working, back down stairs where the front desk person was not rude, but was curt, I also tried to arrange a late check out but she would not give me later than 2.pm, although I'm a Spg member. She also would not give me a new key as I had no ID on me.(did have another person there who could ID me, so the duty manager was called. New keys were programed and I was escorted back up to our room, Key's didn't work. I also ask the manager if he would arrange for a later check out the next day (4.00pm ) which he said would not be a problem and because of all the problems with the keys he would arrange for credits on my spg a/c later that day I checked by the front desk see if this had happened NO none of it had been arranged. I did get my late check out but not with out waitting while The front desk person want off to find out and was 3 or 4 min but seemed like 10.
This hotel is clean, close to LAX (very)
Staff (front desk) if not happy in your job do something you would like to do.
The bath room would not stop me from staying again ( I notifed front desk on checking out)
But the front desk service might
M.T Auckland New Zealand
November 19, 2011
Rated 3 out of 5 by candllady34 Excuses Excuses
I have stayed at this hotel on several occasions and have enjoyed all my stays. This stay however, was not as enjoyable. The power went out due to a storm...I get it that the staff couldn't do anything to fix that, but the aftermatth was one excuse after another....I couldn't get connected to the internet when the power came on...the excuse was due to the power outage. Then I had no hot water in my room...guess what...that was blamed on the power outage as well. I find it hard to believe that a hotel with boilers heats their water with electricity instead of natural gas. Then during breakfast I heard more staff blaming this and that on the outage. Give it a rest!!! I had to take a cold shower since I was not offered a different room.
December 4, 2011
Rated 4 out of 5 by Skybear 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 1 out of 5 by Stuck0with0Mold Mold Stench in Bathroom and No Hot water
I expected the LAX Sheraton to be a shining example of the Sheraton family of hotels. I was disappointed. Right as I walked into my room it was clear that the bathroom had not been cleaned correctly in some time. The smell of mold was pervasive through out the room. Went down for a drink at the bar and was swarmed by fruit flies due to I assume lack of cleanliness. Then at 3 AM when I woke up to get ready for my departure I had about 2 minutes of lukewarm water before the shower turned cold with the tap turned all the way to hot. 3 AM is not a high demand time for hot water. I am due back in LA next month and I will not be staying at the Sheraton Gateway.
December 6, 2013
Rated 2 out of 5 by Nate29 Trash in room, SLOW valet
Don't look under your bed; you might see left over chocolate wrappers that the houskeeping staff leaves behind after they put the nice "gourmet" milk chocolate squares on your bed for you.
I wouldn't recommend valet parking, either. They're usually understaffed, take longer than they'll tell you to get your car, and calling down to request the car is a 10 minute process, too.
This is a great get in, get out hotel if you like staying by the airport and just need a place to sleep. If you're looking for a true SPG experience - nice hotels with courteous staff and a feeling of elegance away from home, I'd stay elsewhere. The airport culture really ruins the vibe of this could be great hotel.
June 12, 2014
Rated 5 out of 5 by Marino54 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