Rated 4 out of 5 by Mattdycr Interesting...
I returned for a stay here Nov 1-3. One night was with points, and one was pre-paid. The first issue I had is that after the first night I had to come to the lobby, check out, and then check back in again because it was too separate reservations. I've never encountered this issue before, every other hotel has always linked the stays and kept me in the same room from check-in. There was also no platinum recognition in regards to upgrade. The hotel itself does the job, close to lax, nice gym, nice pool, decent rooms, but the front desk/and service line aren't exactly the friendliest of people, the cleaners however were always happy to say hi and ask your day was, oh, and the workers in the club lounge were great, too....all in all, a mixed stay.
November 4, 2012
Rated 5 out of 5 by aewis February/March 2012
I stayed at this location twice, before and after a trip to the Dominican Republic. This hotel is a standout. At the beginning of the trip, once I had gotten thru security @LAX, at 5:30 am, I realized I had left a laptop computer in the room. In a panic, I called the hotel, explained my predicament, and was connected right away to the bellhop who had assisted me earlier that morning. Mr. Williamson checked my room, and sure enough found the laptop on the bed. I hopped back on the airport shuttle bus, went back to the Gateway, where Mr. Jorge (sorry I didn't get your last name) was waiting for me at the concierge desk with the laptop. I immediately hopped on to the same shuttle and got back in time to catch my flight to Miami. What a great staff!
April 21, 2012
Rated 4 out of 5 by BigBear22 Island of calm in a storm
When you have to just rest and get away from the craziness of airports, delays, travel nightmares...the Sheraton Gateway LAX is the gateway to rest. The staff is super friendly and I found them bending over backward to make sure I was comfortable and had all my needs met. I was exhausted, beat and feeling low but this place was a sanctuary for me from the tempest that raged outside. All I needed was a quick respite and this hotel was more than accomodating to that need. I will remember this sunny island next time I fly by, most certainly.
May 13, 2012
Rated 3 out of 5 by Sean Great facilities, but front desk staff is inept
Fantastic fitness center and above average onsite restaurants. Unfortunately, the front desk staff is completely inept. Every time I check in, it takes ~20 minutes for 4-6 staff members to check in less than 10 guests. This trip, we asked for 2 keys, only one of which worked. The next morning, I tried to get the keys re-coded, but I didn't have my driver's license (as I was just leaving the fitness center). The desk clerk said that security would meet me at the room and would give me a key. I even double checked with her to confirm that security would give me new keys. When security met me 10 minutes later, I received no keys and was told that security can't make keys. As a result, it took a third wait in the front desk line to get working room keys.
June 6, 2013
Rated 1 out of 5 by Weebit Still lacking Service
I waited 56 minutes for my dinner order.
No one seemed to care, and the manager was transparent in his feigned "apology".
His staff did not even realize that the order had obviously been "lost".
November 17, 2013
Rated 4 out of 5 by SPP1002 stuck in lift
Overall very pleasant and comfortable stay. Only criticism is, wife and young daughter (6) got stuck in the lift for 20mins. Maintenance staff responded and released both after their traumatic experience (daughter no longer wants to go in lifts) but there was no apology or recognition by other staff. Even when we mentioned at reception.
stayed 23/10 - 26/10 & 31/10
November 3, 2013
Rated 5 out of 5 by SandP Convience to LAX airport
perfect proximity to airport
November 22, 2013
Rated 5 out of 5 by bjb3 Sheraton LAX
Staff was courteous and friendly, check in was fast. Room was clean and spacious. Very close to airport and the shuttle service was great. Would recommend to anyone.
November 17, 2013
Rated 4 out of 5 by Jillc Noice and no water for SFG members?
Hotel was fine, and in fact I have used this for my groups twice in the past. Unfortunately this time there was a party on my floor with yelling and doors slamming until 2:30am. As an SPG member, I usually have complimentary water in the room, but none this time. I also asked for a room near an elevator, and ended up with a room very far away. By the time I lugged my 3 bags there, I was too tired to do anything more with it. Staff was great, bed comfy and my last suggestion, add OWN TV (Opray Winfrey Network) in your CABLE line-up!
December 18, 2012
Rated 5 out of 5 by Annalee Awesome Hotel...Great Location
The hotel is right next to LAX, and not a far drive from Venice Beach or the Santa Monica Pier. The staff was very friendly, and the room service/bar food was the best I've ever had in a hotel. We met some awesome people, including some of the builders/filmers for the X Games, and ended up staying almost an extra week because we enjoyed our stay so much. I will definitely be staying here again! The fitness center was nothing short of amazing and the pool was heated to a wonderful temperature so we could swim comfortably at night.
July 6, 2012
Rated 3 out of 5 by DeeJay This hotel did not meet the SPG category expectations.
Although the lobby and bar area are attractive, the rest of the hotel just did not measure up. The room was simply average. And making it unsat was the fact that the shower did not drain properly. Towards the end of one's shower there is a 4 inch deep pool of dirty water in the tub. Prices are much too high for this average quality hotel: A cosmopolitan cocktail in the bar for the ladies is $14! That's more expensive than NYC. And the $24 nacho plate used that cheap unnatural-looking velveeta type cheese. Seems a little chintzy.
April 14, 2012
Rated 3 out of 5 by Marshie Good for short stay near airport
This hotel was fine for a quick airport stay. Biggest negative is soundproofing is poor and noise from others opening and closing doors and moving around their rooms was disturbing, as was the air conditioner which went off and on and was quite noisy - room got too warm and then too cold. Also, no fridge or mini bar in room - first hotel we've stayed I for years that didn't have one and amenities weren't great. Lobby was also quite noisy. However, the room and bed were quite comfortable and clean, and the staff was extremely courteous and accommodating - when we called to say the people next to us were making very loud noise and banging doors, security was up in minutes. We would stay again if we needed a hotel near LAX, but do feel there is room for improvement.
June 27, 2013
Rated 3 out of 5 by bathtub Bathtub clogged, not cool!
The most basic needs are not met. I'm praying that water will empty by tomorrow moring. Otherwise, I have to take a bath again. It's too late to request for maintenance to come fix the clogged drain.
November 13, 2013
Rated 4 out of 5 by Hkuraku Not Bad
I stayed 4 nights here due to a convention I was attending nearby. This Sheraton doesn't offer the standard SPG basic membership things like free water bottles. There is a Starbucks in the lobby, which is convenient, since the LAX area is pretty barren. Staff was helpful/nice. Only a few things bothered me;
- My shower/tub was clogged
- My toilet was constantly running
- The connector door in my room was weird and was a weak point for noise. I shoved a towel in the gap of the door so I wouldn't hear everything my neighbor was doing
- (This last point is NO fault of the Sheraton's, just the area) There is no food nearby! Other than fast food and hotel food (which we all know is I overpriced for the quality)
Overall, not bad. The $14 wifi is a little silly though.
February 5, 2013
Rated 1 out of 5 by JJN13 Terrible Service: Unresponsive
While my stay at the hotel was satisfactory, my experiences after leaving have been dreadful. When I arrived home, I realized I had been over charged for valet. When I called in to get this resolved, I could not get in touch with the accounting department. I left multiple messages over 2 weeks, none of which were EVER returned!! I then called the manager of the hotel. While he was able to take the extra charges off, when I asked for a new receipt for expenses , I was told that it was most likely NOT possible. He said he would call accounting and I would receive a call back. Yet again, I never received a call back from accounting or the manager. I just now called for a 6th time to the hotel, and only got a voice mail again. This is 100% unacceptable customer service.
April 15, 2013
Rated 4 out of 5 by StephenK Food and DRink
The prices for food and drink are outrageous. The food was OK but not exceptional and did not warrant the price. Several of my fellow attendees volunteered the same remarks. The price for Starbucks coffee was almost twice what I have typically paid. I guess they believe that they can charge a lot if they have what they perceive to be a captive audience.
October 28, 2013
Rated 4 out of 5 by CSJC Some deficient facilities
Our stay was marred by some deficient facilities: Our toilet became plugged (I can't remember the last time that happened to us in a hotel room), the desk lamp burned out, the iron didn't heat up, and the shower was lukewarm with no water pressure. With the exception of the shower (which we didn't mention for we were rushed to check out), the staff was great in replacing the bulb and providing a new iron. Other than these issues, the room was nice, the bed was really comfortable, and the WiFi was reasonably fast.
December 11, 2011
Rated 5 out of 5 by CD28 Great Hotel
Every time I stay at the Sheraton Gateway LAX I have an amazing experience. Zane and Darryl are ALWAYS awesome and they always make sure I have everything I need.
November 10, 2013
Rated 5 out of 5 by Skippy32 Extraordinary staff!
With all of the happenings at LAX and the many unknowns, the staff remain friendly, accommodating, and understanding of those checking in, trying to stay for extended time, and those just needing a place to stay in the chaos. Thank you for being so personal!
November 4, 2013
Rated 1 out of 5 by Mike27 Service
I checked in as a gold Starwood member. I was turned down for a room upgrade . Receptionist was unfriendly and non cooperative and unwilling to listen . We stayed three night one night of which our room was not cleaned. We had a visit and the hotel was using the handy cap parking locations for Valet parking and were charged $30 for a short time time valet parking. Very dry and unwelcome staff. Also, recently I stayed at your facility in puerto Vallarta ,Mexico and had a similar experience with the service.
November 18, 2012
Rated 4 out of 5 by AL78 Club Lounge staff is amazing.
As always the club lounge staffs amazing. The gentleman working in the morning is always very friendly and extremely helpful. I wish I could catch his name but he is always moving to fast. Front desk is efficient and friendly. I wish I could say the same about the valet. Valet is very slow and I often times find them standing around talking while customers are needing their vehicles. This has been an issue on more than one occasion. Overall, this is an excellent hotel and is very convenient to the airport.
August 28, 2012
Rated 2 out of 5 by Francast Such a disapointment
I have stayed more than 20 times in this hotel. I really liked it before my last stay. The atmosphere and welcome has radically changed. I am platinum and I usually got a suite upgrade. I totally understand that when the hotel is full of course you cannot have it. At the check in the receptionist told me that "due to renovation" he didn't have any suite available for one night. Then I have checked three times on the website and until 10Pm you could book different suites. I do not like lies. I paid 240USD which is not a cheap price. The espresso machine was broken at the lounge, poor breakfast selection (compare to the other times). There is more SPG option in lax and I will choose another hotel next time that will care more about preferred/repeat guest. Very disappointed and sad.
December 15, 2012
Rated 5 out of 5 by anderd03 Nice!!!!!
What a stay! I have stayed here a few times before and been very satisfied. This stay was the best by far. It was like the staff knew that I needed a little extra attention. Everything I asked for was taken care of without complaint or delay. The stay culminated with the breakfast and it did not disappoint. Hector S. took care of me like I was at his house and he wanted me there. He was there to make sure I had a good breakfast and I did. I will stay at this hotel every time I'm in LA from here on out.
May 24, 2013
Rated 4 out of 5 by SteadyAT Close proximity to airport but not great shuttle service
There was a long line and wait to check-in when I arrived after 10pm. Otherwise, the hotel stay was fine, for a quick overnight before catching an 8am flight.
However, the shuttle service to the airport was very disorganized - I'm not sure if this is the responsibility of the hotel or by a third party. The shuttle was late, and there were over 15 people in line. The shuttle could not accommodate everyone (I was the last to get on) despite people being willing to stand. The shuttle driver did not inquire about airlines and did not call out terminals. As I saw we were zipping by the terminal I needed, I yelled out "Aren't you going to stop at Terminal 2?" He abruptly stopped and to my surprise, I was not the only one who needed to get off! Considering the number of hotel airport shuttles I've taken in my years of business travel, this was totally unacceptable. So beware if using the shuttle service to the airport!
October 14, 2013
Rated 5 out of 5 by EastCoastVisitors Birthday/Anniversary Vacation
Loved our stay here! We were on an 8 day trip, flew into LA, rented a convertible Mustang, drove the PCH to San Francisco and back down to LA for the last 2 days of our trip. We are SPG member so all but one of our stays were at a Sheraton. This was by far the best...we were treated the best and it was the cleanest and best all around out of all our stays! We were treated like stars! Upgraded to Executive Suite and free parking thrown in on top of that. LOVED the room, we ate at Paparazzi's in the hotel the night of my husband's birthday and the service was great and they even brought out a piece of tiramisu with a candle in it for my husband! We used out Starpoints so our stay was free all the way around ( other than dinner).
.We highly recommend this hotel and cant wait to visit again!
October 4, 2012
Rated 3 out of 5 by CanadianGirl Good for LAX travel but set your own alarm
The hotel is a great location for LAX. There is a shuttle that comes by to drop you off at the airport as well which is handy. The room was clean and comfortable. My only complaint, which knocked my star rating down to 3/5, is that I asked for a 6am wakeup call and I didn't receive one. The front desk staff who checked me in wrote it down but I guess it didn't get processed. Luckily, I set my own alarm just in case but if I hadn't have done that I would have easily missed my flight in the morning.
May 8, 2012
Rated 5 out of 5 by Vinn Front Desk Staff
I would like to commend Arlene and Krystal at the front desk for giving excellent customer service. They do a great job in assisting all customers. I hope that hotel management appreciates the excellent work that they do.
I would definitely recommend this hotel to anyone staying in Los Angeles. I would recommend it to my friends and family.
Thanks to krystal and Arlene for the assistance they gave me during my stay recently at your hotel
September 17, 2013
Rated 5 out of 5 by FrequentTraveler13 BEST SPG CHOICE AT LAX
This is my hotel of choice for LAX stays and early morning flights to JFK. I was upgraded to a beautiful EXECUTIVE SUITE with a view of LAX.
POSITIVES: Beautiful hotel located close to LAX. Airport shuttle runs every 20 minutes 24/7. The staff was very friendly and courteous. The lobby is huge and spacious.
NEGATIVES: Shower has low pressure and the tubs are rather small. Overall even the bathrooms in the executive suites are small. The suites are totally not sound proof and I could clearly hear the conversation between a couple in the adjacent room. Ear muffs helped.
DINING: I ate at PAPARAZZI and the service along with the food was great. Beware of a lot of "Drunkos" who are sitting at the bar trying to muster up a conversation and showing you pictures of their "Model girlfriends'
STAFF: Very efficient and pleasing
OVERALL: Great choice for frequent travelers with early morning LAX flights.
This is truly a LAX favorite for me.
October 16, 2013
Rated 4 out of 5 by RipV Big Problem
The biggest problem I had with the hotel is the claim of "High Speed Internet Services". I am a computer systems administrator who works remotely so the internet connection is crucial to me. The internet connection was so slow that I had to miss two days of work, 8/16 and 8/17. When I called to ask about this I was told that a 2.0 Mbps connection was all I could expect. 2.0 Mbps may have been "high speed" in 1990, but in 2012 that connection speed is outdated and completely unacceptable.
August 22, 2012
Rated 1 out of 5 by Campos64 What friendly staff if you are not a prefered guest?
Shower head broken, given handicapped accessable room with wooden seat in tub when we did not request such room. Staff seemed quite aloof and not interested in a couple of vacationers passing through who would not be roaming the halls drunk and making noise at 3 in the morning like the folks using the ice machine next to our room. Room was prepaid, yet was charged 43.95 when all I had charged was the internet service, Horrible exprience. Would have been better served at a low end chain.
August 28, 2012