Rated 4 out of 5 by hoku champagne glass
We left a champagne glass engraved with some wording on the table next to the TV. Upon packing and checkout we noticed that it was missing and my daughter inquired about it at the front desk and was told that they would check with lost and found. It must have been taken out on May 31st, probably by the maid. I also lost my last days supply of vitamin which I had put in a wrap tissue which I left on a face towel with other toiletries. We checked out early June 1st and when I got home late Saturday and called the hotel and was referred to lost and found but nobody answered the phone. Can you see if you can find this glass. It was a momento from my daughter time spent in Boston.
Thank you for your help.
June 2, 2013
Rated 1 out of 5 by Eric Filthy & Outdated
At first glance I was only mildly underwhelmed with my room. I referred to it as "cottage/executive" and thought it was a quaint little space. Once I got settled, however, the filth in the room became glaringly obvious. There were stains on the desk chair, dark handprints on the telephone and a hole (presumably a bullet hole) in the windowsill. The bathroom was worse with a dirty and shockingly outdated shower and the hairdryer was simply propped in the corner - no bag to cover it, and no shelf to place it on. This is my second unsatisfactory Sheraton experience and will be my last..
May 21, 2013
Rated 5 out of 5 by King The Best
This was the best stay I have ever had at a hotel! I was there for 7 nights, there were lots of phone calls from booking to departure and person to person communication while staying there. 90% of all communication was delivered with over the top friendliness and professionalism. The staff went above and beyond to make my stay pleasant and comfortable! The room was very clean and the bed was comfortable. Cleanliness is the most important thing for me in a hotel stay. Gateway Sheraton met that need 100% and achieved top notch customer service too - you can't get any better than that!!
April 17, 2013
Rated 4 out of 5 by RJNashville Comfortable Beds and Very Nice Staff
The location is very convenient to LAX. Great comfortable beds, though I feel the bathrooms needs a relooking.
The Paparazzi restaurant has a very nice atmosphere, good Italian food and excellent service from Oracio who recognizes his returning guests. Outstanding!
Very nice pool area if one has the time. Good roomy gym overlooking the pool area. Best LAX hotel to me, and it's a real pleasure to see the same staff every time I return. Friendly and good valet service.
The negative would be the lounge. Used to be much better. Running out of food 45 mins before closing time, not good.
October 11, 2012
Rated 3 out of 5 by loraine84 Disappointed
I have stayed at this hotel in the past, and was actually looking forward to this stay. So many things went wrong this time, it was very disappointing. First the room key didn't work, not a big deal, but a dark portent of things to come. Then the internet service was out, though hours of "work" from the Sheraton tech staff. I had checked in early so I could work on my laptop so this was VERY disappointing. Then the electricity went out which in turn caused the phones to malfunction. When my family called, they were told my line was busy, not that the phones were out. I believe that I should have been offered another room when staff realized the internet was down. They knew my situation. Very unfortunate.
May 19, 2013
Rated 5 out of 5 by jetter325 Starwood Members
This hotel went out of its way to make me feel very comfortable, and finally made me understand why I am a Starwood member. This hotel treated me like a VIP, and gave me great service all around.
My only issue with this hotel was the Paparazzi Restaurant. There were 8 of us dining. 7 of us got out food, but 1 person, got the wrong dish ordered....and they didnt get their food till everyone else was close to be done. Then when it came out again, it was OVERCOOKed.......just not a good experience with the restaurant. But the hotel and the staff outside the restaurant was very good.
January 10, 2012
Rated 3 out of 5 by drew89 Great hotel; unfortunate events
My business associate and I had a great time staying here for a weekend convention we were attending. The staff was superb and the homeliness was great. There was an unfortunate event with the water supply at the hotel had to be turned off for the majority of a day due to a water main breaking. The staff was very courteous and was giving out water bottles to anyone who needed it -- they even gave away the water that was for sale in the room. The staff was very apologetic during this event. I would go back to this hotel just because of the great way the staff handled the situation.
December 3, 2012
Rated 3 out of 5 by nothappy25 not the best
we stayed twice in two weeks, the first night
we had to get up early to catch a flight, when we went to take showers our tub was plugged up and we had a maintenance person in our room at 5:30am. the second time on our return, the electricity went out in the middle of the night. Then my credit card company sent me an email stating that I had been charged more than my bill, I was told that they charge what they think you might use on the credit card, but assured me I'd get it back in 7-10 days and the actual charges would also be charged. We will not stay there again...
July 15, 2014
Rated 5 out of 5 by jz55 This hotel has a great staff.
I had booked a room for our wedding night online. When I asked if I could check in early I told them of the wedding. The staff immediately upgraded us to a corner suite, gave us free valet service and had a bottle of champagne with chocolate strawberries delivered to our room all on the house. They also let us check out late at 3:30. Very cool and unexpected.
October 14, 2014
Rated 2 out of 5 by msbunzy Needs improvement, noise distractions from thin walls
We first got into a room and started unpacking, and I saw a spider on the curtain! I'm terrified of bugs but decided to kill it instead of actually calling someone up, it was already late at night at this time. The walls must be very thin- because during the whole stay I could hear music playing from the next room which was really distracting. My cousin who stayed in the bed closer to the door commented that she had trouble sleeping because she could hear the slamming of other doors in the next rooms. Since it's so close to the airport there didn't seem like much to do nearby.
September 4, 2013
Rated 2 out of 5 by Aggie90 Bathroom issues
The tub was slow draining one morning and when i returned to the room was full of black residue from getting backed up. I notified the front desk and they sent someone to fix it. When I returned the tub appeared fixed and cleaned but the toilet was filthy from the clean out job - black residue spots all over it. Notified the front desk again and they arranged for the rest room to be cleaned. Next morning tub still did not drain - original problem was never fixed - Poor maintenance and service.
Also - $22 breakfast buffet without a chef attended omlette bar? - Way over priced.
April 13, 2013
Rated 5 out of 5 by Jeannoel Best hotel around LA airport
he sheraton Gateway, located minutes from LAX is an over the top airport hotel. Rooms are clean and comfortable, staff is friendly and professional and elite members are recognized with valuable upgrades to the club floor or suites. the recently renovated lobby has a very trendy feeling to it and the bar is cheerful and always busy . Some of the staff, especially at the bar and the sheraton lounge on the 15th floor have been here for over 25 years, speaking of their dedication and professionalism. I have myself stayed there since 1990! Highly recommended when in the LAX area.
January 19, 2014
Rated 2 out of 5 by JonJ Very Dispointed on many fronts
I stay at this hotel a lot and when checking in I asked for a quiet room, which they were nice to accomidate me. However, on the second night, they have a large party in the room next to me and I call down at midnight and they say they will send up secuirity and I call back at 2:30AM and tell them it is still going on and very loud. So, ok, I don't get much sleep, so when I check out the next morning the nice gal says she is sorry is says she will apply 10,000 points to my account. Well, to add insult to injury, that promise was not correct either, they credited 7,000 points.
August 8, 2013
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 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 1 out of 5 by LetyJ Poor customer Service
Had requested a late arrival. Called from airport to ensure two reserved rooms were close to each other. Front desk stated they had reserved rooms next to each other for us. When arrived at hotel, they gave my husband and I a room 2 floors away from our kids. When I arrived to my room, bed was not made and not cleaned from prior guest. When I called front desk, attendant was annoyed at me for calling! It was midnight and we were tired. Waited for it to be cleaned. Then attendant refused to let us stay in that room after we waited and gave us a handicap room
July 21, 2014
Rated 3 out of 5 by LowQ This hotel is conveniently located to LAX
The past stay wasn't good. I had to press clothes for the next day but there was no iron. I called housekeeping (no answer). The front desk said they'd send one up. I stayed up an hour - no iron. Called again. They said they'd get one to me right away. Another 45 mins passed and no iron. I checked out the next morning and the front desk offered 2000 pts and a weak apology. Weak solution/apology for attending a meeting in wrinkled clothes.
October 1, 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 5 out of 5 by Pam1957 Loved my stay!
Beautiful room. When I arrived and realized how close I was to the airport, I was concerned at first...later I realized I couldn't hear the planes. The staff was very helpful. I wished I could have stayed longer.
October 19, 2014
Rated 1 out of 5 by xzxx Don't book Club Floor
Booked Club Floor because of late arrival and online said 'evening snacks/food'. Not worth it. Evening food consisted of a frig. of bottled water. Front desk said there is 24 hours snacks. 'Evening food' means until 7:00pm. They should say 'no food after 7 pm" at front desk and online.Other guests were also complaining because they were disappointed there were not even 'peanuts'. Night staff did give $30 credit right away, but when checking out, morning staff had 'attitude' and challenged the credit. She did give it to me in end. Club Floor breakfast was some boiled eggs, yoghurt and various rolls. Not much for paying so much extra money. Will try not to stay here again, but was close to LAX and did not hear airplane noise.
June 27, 2014
Rated 3 out of 5 by roadwarrior212345 Poor Room Service Experience
I ordered room service at about 9:00 at night. The meal took longer than stated to arrive (by maybe 10 minutes)-not bad in itself. But then the dinner rolls were microwaved--doesn't the kithcen know that microwaved bread is never a good idea. And, they brought the wrong soup. The server was a very nice guy but when I told him I ordered the split pea soup, he had no idea what that soup was. He said there was a soup that was thick and green and I said yes, that is what I ordered. He brought me the proper soup which was delicious. My sandwich was also delicious but the fries were cold and old tasting. The front desk was very nice as were both hotel shuttle drivers. Very quality staff overll. Just a disappointing meal.
December 4, 2013
Rated 2 out of 5 by Lawoffice Needs improvement
I have stayed at this property four times this year. Each time WiFi was complimentary, this time I called the desk inquiring about free wifi and I was told it was not provided. I told the person that it was always provided in the past, but he was adamant that it was not included.
I really find it outrageous that wifi is a cost item. $13 for 24 hours when the stay is less than 12 hours is unacceptable. Does Sheraton really think I need to spend that amount of money just to check my email?
You really do need to rethink this outdated policy if your want my return business.
November 30, 2013
Rated 5 out of 5 by Tony04 Great value, food, wine & facilities
Excellent room price, location and value. The surprise was the quality of the food and selection of wine. Pricing, selection and quality of the food and wine was unexpected for a LA facility. Front desk staff was also great.
April 25, 2014
Rated 2 out of 5 by Laura2121 This hotel needs work
Had a horrible experience with the hotel valet when they parked another car in front of ours on purpose. When we confronted them, they said they did it because we stayed parked there too long. LIttle did they know we had a 2 year old with the stomach flu that we were trying to rush up to our room and get settled. The front desk person didn't even look me in the eye or care about our situation at all.
Room service staff was delightful, but the food was cold, dry and average. The first morning we had a beautiful fruit plate delivered and the next morning we ordered the same thing and got a bowl of chunked fruit. Manager of the hotel didn't seem to care and offered us a "free movie" to make up for all of our troubles.
February 28, 2012
Rated 3 out of 5 by nishiyasuoo7 good location in downtown
very comfortable hotel. good staff.
July 24, 2014
Rated 2 out of 5 by Aussie27 Room was of poor quality
Was given low floor, (4th floor?) room behind elevators and main passage way. Room was for disabled support, and looked like it had not been used that much. No power point available on desk - had to call maintenance, who also fixed the door bolt - he was very good. Shower was for disabled, so I was having to be down on my knees to shower, as there was no higher setting. Also shower rail broke three times and I had to put it back together. Overall not a great stay, and not normal for this hotel. I will be there with my family in Oct so hoping that will be better.
September 16, 2012
Rated 1 out of 5 by Manju Charges for everything
They are not happy that we are paying 150 a night they also charge for things like internet access etc. pays to stay at a less expensive hotel where they don't charge you for basic amenities.
February 14, 2012
Rated 5 out of 5 by AmyTom1967 Above and beyond
The staff at Sheraton Gateway went above and beyond to make our stay so comfortable.
October 20, 2014
Rated 2 out of 5 by Btown Needs Improvement
I use to love the Sheraton passing through LAX. My last experience was forgettable. The room smelled funny and I requested a quiet room as I had an early flight. I was placed in one facing the runway! The hotel was not even busy. I could also hear the pipes each time my neighbour used the shower and bathroom. I checked out early at 4am to catch a 6am flight on 03/27/13. There was no one at the front desk for 10 minutes. I guess he was checking out as well! When he showed up, he didn't even apologize or acknowledged me. Just asked if I wanted a paper bill! I guess if I didn't, I would have done the express check out! I will definitely look for other options on my next trip. Being an SPG member made very little difference.
February 28, 2013
Rated 2 out of 5 by Owlqueen Value was poor
Attending a conference there, I had no other option for lodging. With the room charges of $137/night (convention rate, room tax, and tourism "assessment" ), I was disappointed that there was no complimentary coffee in the lobby, overpriced restaurants, no free internet access in the room, or free parking. The room had outdated décor with some peeling wallpaper, and the bathroom was small. This is not what I expected from a Sheraton-- my stay at another hotel when traveling the night before provided much more comfort (as it guaranteed), and it was more affordable.
March 10, 2014