Rated 3 out of 5 by SSThomas Great location
The location is terrific, walking distance to LA Live, Staples Center, and good restaurants.At check-in time (3pm) there was not a king room ready as we had reserved, so we had to take a room with two double beds because we needed to shower and change right away for an event. Kind of annoying since I had called to see if we could check in early and was denied, but they knew we would be there at 3. I guess if you don't have Platinum status they don't really care to go out of their way for you. Valet was on the ball, our car was always there before we got to the garage. Bellman brought our luggage up promptly. Room service food was good.
Housekeeping was the worst I have ever experienced. The room appeared clean when we checked in, but the next day they really phoned it in. They did not wipe down the nightstand or dresser (they were sticky from soda), emptied the trash but did not wipe out the trash can, didn't replace the plastic bag for the ice bucket. The only indication they had even come was the bed being made and used towels replaced (although a dirty hand towel was left on the dresser). If it wasn't our own mess it would have been really gross.
February 20, 2014
Rated 5 out of 5 by CkOne777 Great staff
Yenise and Elsie were kind enough to recognize my Platinum status. The bathrooms could use an upgrade. Overall, staff experience made the difference over Valentine's Day.
February 17, 2014
Rated 3 out of 5 by 1UnhappyCustomer Rude bellman, our license plate got stolen
We had a 4 night stay at the Sheraton. Upon check-in, the front desk staff was friendly and helpful. However, the bellman was very rude, telling us he "didn't have anything to do with" the white paper I asked about - which was the parking pass to exit the deck. Each time we asked him questions, he snapped at us. When he loaded our bags for bell service, he was rude. My friend let him know that he was being rude and he said he thought he was being helpful. We chose to do valet parking and asked him if he needed our license plate number and he said no. So we handed over the vehicle key and headed to our room. He also failed to tell us to contact the front desk with our bell number so they will bring our bags up.
The hotel is older and kept clean, but you can see that it's an older property. The elevators were terribly slow. The rooms were comfortable, except the air conditioning was an antiquated sytem and never cooled the room to our liking.
Upon checkout, we called valet for our vehicle and bell service for our bags. The bellman who helped us was very friendly. When we got to the vehicle, we realized that the license plate was MISSING! We completed a report and met with security to prove that the plate was there when we checked in. The security cameras only showed the front of the vehicle. They claimed that there was no plate on it when we arrived. Hmmm. Once we checked in, we never took the vehicle out of the hotel valet parking until check out four days later. We KNOW the plate was on there when we arrived. They said they would remove the valet parking fees from our bill, which has yet to be done. We told them about the rude bellman and they said he's a new employee.
The hotel is under a mile to the Staples and Convention Center. So a good downtown location. Several restaurants within walking distance.
If you stay here, take a picture of your license plate on the vehicle!
February 19, 2013
Rated 3 out of 5 by OutOfTowner Room not ready
I checked into my room to find the last guest had smoked and the room reeked. A closet door wouldn't open and the toilet seat wouldn't stay up once raised. I reported this to the front desk. The offered me a brief apology and another room on the same floor. The next room was in better shape but the bathroom sink dripped. I probably cared more about this than I should because though my gold preferred guest status was acknowledged I wasn't offered a drink at the bar, in room internet access, or additional points. When the first room was in such poor condition I really felt I should have been offered something. The minor defect in the second room was the straw that broke the camel's back.
It's probably worth noting this hotel is starting to either show its age or a lack of maintenance. I suspect the former. The rooms, particularly the bathrooms, feel old. The entire place with the possible exception of the lobby ought to be updated.
March 7, 2013
Rated 5 out of 5 by SPGscottsch Very nice!
Upgraded to a beautiful corner room! Lounge and room service were excellent. Friendly, helpful staff. Location is central to downtown.
May 15, 2012
Rated 2 out of 5 by Ontheroadagain1 Staff training and room checks needed!
Sheraton Los Angeles please properly train or upgrade your staff! The staff - I'm not quite sure how to describe it but between the incompetence at the front desk (quite shocking actually, not rude just completely clueless), to the incredibly rude bellman then on to experience the unorganized valet service your team is in need of some serious customer service training. The room - First thing I see is a large hole in the bathroom door as I enter the room, (this was on the club floor, not that it should matter) sugar all over the desk next to where the coffee maker sat and a layer of dust that I had to wipe off the nightstand before I set anything down, the best part was the large puddle of water on the bathroom floor that soaked an entire bath towel (I still wonder if the room had been cleaned or just made up for an existing guest). I tried to call to speak to someone and low and behold no one answered the ever ringing phone. I've never written a review good or bad, and maybe if it was another hotel I wouldn't have bothered, but I stay in SPG properties around the world knowing I will receive a certain level of cleanliness and service. LA Sheraton you didn't meet the minimum on either one.
February 20, 2013
Rated 4 out of 5 by Napafan Great Location, Attentive Staff, and Lovely Rooms
I spent several weeks travelling to LA and remember fondly the downtown Sheraton. It's central location makes every part of LA accessible and, the management were willing to work with my company to ensure that we were well-looked after.
The day that I earned platinum status for the first time, the management sent a bucket of champagne to my room. Unexpected kindness and surprising attention to details made me feel very comfortable.
Of the many very good Starwood properties near downtown, this was my favorite.
November 27, 2011
Rated 1 out of 5 This hotel needs work.
Spacious corner room with views from 2 sides of the room. Bathroom plenty of square area, but not much counter space. Sizeable closet about twice the length of most standard hotel rooms. Comfortable bedding. Well insulated against noise. Provided daily complim bottle of water. Not sufficient lighting throughout the room, desk area, and bathroom. Wired internet about 1.5 mbps. Central heating not working. No television channel guide. Fitness center being rennovated. Elevators slow
February 5, 2013
Rated 4 out of 5 by MeMe2 Comfortable and Clean
Stayed here for a conference. Yes, the hotel needs updating, but the bed was wonderful, and I kept the AC on the highest setting all through my stay and was very comfortable. I had all amenities expected in the bathroom and there is a safe available at the front desk. The banquet staff was super attentive during our conference. There was never an empty water glass or coffee cup or dirty dish left on the table.
November 19, 2012
Rated 5 out of 5 by Tom1985 Great Overall Hotel for Business Travel
I have stayed here about 50 nights this year for work. The hotel is in a very good downtown location and overall I have found the staff to be friendly and helpful. I have always found my room to be very clean and everything in good working order. The workout facilities are exceptional and the Club Lounge is very good for a quick, convenient breakfast.
May 30, 2013
Rated 1 out of 5 by Worknfun This hotel bathroom was dirty, and the front desk employee was rude - called me a liar
The bathroom was dirty, door and ceiling needed painting. The front desk employee lady said I was lying when I had a problem with the movies on the TV. Other problems too. Worst Starwood Hotel I ever stayed in.
February 21, 2013
Rated 1 out of 5 by hannahsmomd Worst hotel ever experienced
Dirty rooms, louzy customer service, double billed my card
December 14, 2012
Rated 1 out of 5 by Eycr Worst experience ever!
As a frequent traveler with status with 4 hotel chains including Starwood, I have had one of the worst experience staying at this hotel 3 nights ago. When I checked in, I asked for a quiet room away from the elevator, ice machine and storage room since I am a light sleeper and they gave me a room that the fan was so loud that I wasn't able to sleep even after I turned if off and I finally had to call the engineer to come and fix it at 3am. The engineer then told me that apparently they gave me a room right below the fan on top of the roof that can't be shut off and I need to move to another room and they again promised me a quiet room. They also offered 10,000 points (which meant nothing compare to the inconvenience) but I thought it was a nice gesture but I never received the promised points. In fact, the room they moved me to is close to the elevators and I can hear them going up and down but it was already 4am in the morning and I need to get up in few hours so I just turned on my music to hope to get some sleep. This really messed up my body clock. I never get headaches and I have been getting them for couple of days now and it is 3 am right now and I am unable to sleep. I tried calling the front desk in the morning to share my horrific experience with the manager but no one bothered to even answer my call. After my morning meeting, I called the hotel again and left a message for the manager and have not received any response as of today. Needless to say, I will never stay at this hotel ever again and if you want a quiet night of sleep, I suggest you look else where too!
August 22, 2013
Rated 5 out of 5 by PSPGUY My Favorite Hotel in Downtown Los Angeles
The staff at this Sheraton is always fantastic, helpful, and treats its SPG guests like family...maybe even better! And the Club Lounge is great. I recommend this property highly! I've read some negative reviews and I am dismayed - if you treat any member of Mr. Gomez' staff with even a modicum of respect, they will resolve any issue you might incur - even at a property as busy and popular as this one is. The Sheraton Downtown Los Angeles Hotel is a keeper!!
March 7, 2013
Rated 1 out of 5 by sadlyunconnected acceptable for vacations, but horrible internet
The hotel and facilities were acceptable if I were on vacation. But as a business traveler, I need reliable internet access, but found the internet access to be absolutely horrible. For this reason alone, I would not stay here again on a business trip.
January 31, 2014
Rated 4 out of 5 by Dyasu Better then expected
I read some of the other reviews on the site and went there not sure what the hotel was like...yes the hotel is a little dated but the staff makes up for it.. from Jessica who checked us in to the Bell person Geovanny who gave us great direction to the Staples Center and places near by...even the House keeper notified maintenance about our slow drain and was repaired before we got back to our room...we had a great time and will be back if we are in that area again
March 6, 2013
Rated 5 out of 5 by Artur Very nice and convenient LA downtown hotel
This is what one would expect from Sheraton brand!
Friendly staff, good valet parking, comfortable room with everything you need while travelling, good club lounge with helpful staff and tasty food, convenient localization in LA downtown.
i was very happy to spend there almost 3 days. Thank you!
March 20, 2012
Rated 4 out of 5 by CYANCHAN 3 NIGHTS IN CLUB ROOM
NICE LOUNGE AND SPACIOUS ROOM. BUT INTERNET SPEED IS HORRIBLE.
PLUS, DONT EVER SCHEDULE ANY TRIP WITH THE BELL SERVICE ATTACHED TO THE FRONT DESK -- REMEMBER!!
January 8, 2012
Rated 3 out of 5 by travelgal1969 Ok Stay
We stayed here for one night while in town for a Dodger game. Their location is great and the room spacious and the bed/ pillows very comfortable. Check-in was quick and employee was friendly and helpful.
The reason for my 3-star overall rating is for my check-out experience. There was no hot water when we returned Monday night about 10pm and again the next morning for our shower. The water was 'warm, would get cool and then back to warm'. I was able to shower, quickly. My disappointment was when I mentioned the inconvenience at my checkout, the employee's comment was an unempathic "oh - I have not heard about no hot water from anyone else? It much have been just your room." And then continued to process my check out. Really, that is your response to a customer? Why did you even ask me "So how was your stay with us?" if you don't really care. Empathy needs to be added to your customer service training.
June 26, 2013
Rated 4 out of 5 by Austonian Nice Hotel in Downtown
Overall nice Sheraton property in downtown LA. Property is a little older, but it's still a good value given the location. The club lounge needs to be enhanced...or maybe just closed. It's not a true club lounge. So, I wouldn't recommend spending extra for club lounge access. That said, I would return to this hotel in the future.
June 19, 2013
Rated 4 out of 5 by concertgoer1985 Great Platinum Recognition!
We stayed at this hotel over the weekend for one night. Our experience at the front desk was so excellent. Gustavo checked us in and he offered us a suite upgrade he also warned us that if we take the suite we would be right next to the elevator so we would probably here it. Which was true but still worth the upgrade. Gustavo asked us what were doing while saying at the hotel and then went over with us how to use the subway in getting around to all of our destinations around the city!! Hotel is in a great location across the street from the main metro station. So nice to take that extra time and make our trip so much easier. We will never drive around Downtown again. The next day I called to request a 4pm check out. Even being sold out they granted my request!! Another rarity. I find that more then 1/2 the Starwood's don't really honor the Platinum benefits it was really nice to enjoy them. Another person at the front desk that was incredible helpful was Janis (Yenise) she helped in changing my reservation which was a non cancellable reservation. I will be staying here again next time in LA.
January 27, 2014
Rated 3 out of 5 by AntoniusMaximus64 Poor Club Level Comforts
I brought my staff here for a conference. The food for the Club Level was very very skimpy. One of the managers felt that unauthorized guests were taking advantage so he removed the hot breakfast item (scrambled eggs), leaving no proteins at all. Juan Axon was an amazing server! He did his very best and carried himself with professionalism, friendliness, and excellence which unfortunately his managers did not. Why punish your faithful loyal members because of some bad apples?
I was disappointed with the Club Level (experience), but Juan again was exceptional!
November 8, 2013
Rated 1 out of 5 by sum88 Terrible Experience
Almost 1 month before my stay, I have been sending several emails to this hotel requesting connecting rooms and confirmation of my booking but i received NO SINGLE REPLY.
Staff were very impolite, including the valet parking staff (except the chinese guy, who were very friendly and helpful) and staff at front desk were particularly rude. I wonder if there were any training provided to all the staff in this hotel.
I was very disappointed overall and was a terrible experience for me. I would not recommend this hotel to anybody.
October 31, 2013
Rated 3 out of 5 by FrequentTraveler13 FAIR DOWNTOWN LA HOTEL
POSITIVES: Beautiful building and great location in downtown LA.
NEGATIVES: Located far away from LAX. Taxi costs about $66 from LAX. If you want to save money then use the Super Shuttle. I just took a taxi as its faster.SUITES: Are located adjacent to the elevator and will disturb your sleep all night. SPG-50s DO NOT use your SUITE NIGHT AWARDS here is a waste as you will have to deal the click-clang sounds of the elevators going up and down all night. ROOM SERVICE: The staff DO NOT answer your calls from the room when you hit zero. The phone will keep ringing and its just pure horrible service. Basically if they don't answer your call then you get NO SERVICE.
OVERALL: Fair/Average LA Hotel and there are better choices.
RECOMMENDATION: Kindly improve the phone answering skills and figure out a solution to the horrible noise that keeps tired SPG members awake in your SUITES all night.
November 26, 2013
Rated 5 out of 5 by Crystal3 Happy memories
staff is friendly; room is clean, comfortable bed, and spacious; food is excellent; centrally located; you walk out into a mall; safe because there is security roaming around; there is car rental office; parking and the hotel is pricey but it is all worth it. Do not leave without eating at the restaurant.
May 10, 2013
Rated 4 out of 5 by chattycat9999 Warm Greetings
The front desk staff is always exceptionally welcoming. They are learning my name, as I am a weekly guest. Thank you for making me feel welcome.
January 22, 2014
Rated 2 out of 5 by Jakester Visa Destroyed
You overcharged me on parking and then when I went to pay for the whole valet parking my visa was destroyed in your machine, and then you told me you would not chrg me due to the fact that I had no visa left - and now I see a charge of 37 on that visa. Due to the fact that I had no visa and no cash on me. I was not able to get anything to eat for the entire way home. I will not stop talking about this
November 14, 2013
Rated 3 out of 5 by Nancy33 Average Room
I stayed at the Sheraton Downtown LA on 7/25/2013, a thursday and my overal experience was so so. I've stayted at this particular hotel before, and never had an issue until this recent visit. The AC in my room was at Full capacity yet, it didn't cool the room at all. The towels in the restroom smelled old and moldy. The scent of a wet mop, if you know what I mean. The shower nob would not close completely; therefore, water was dripping all day, leaving a big puddle of water on the bathroom floor. The coffee pot did not work well and it took me three outlets to be able to finally get it working. Needless to say, this particular visit was not the grates but I have had wonderful service at the Sheraton Downtown LA in the past so perhaps this was a one-time fluke.
August 7, 2013
Rated 3 out of 5 by spglaneedsupdate Leak in the bath faucet
I liked the new fitness center which has a fantastic view.
By the way, the room facilities need update. There was a water leak on bathroom faucets, and the bed made squeaky noise. The carpet was clean, but old.
November 15, 2013
Rated 2 out of 5 by zahrar Needs Improvement
We were put into a "deluxe" room but the room was super small. When I tried to order room service, I was told I could not order off the children's menu unless I had a child with me and that I would be charged the full adult price for a child's portion. I also requested honey and was told that if I didnt want to be charged, I would have to go down to the restaurant and get it myself. Staff was unfriendly and unaccommodating.
October 14, 2013