Rated 2 out of 5 Not Ready for Prime Time
First and foremost the rooms have been updated, but the building is being renovated. I have stayed at the hotel several times and there is 1 or 2 elevators working at a time. The wait times can exceed 5 minutes. My colleagues would stay at the hotel also during the same weeks and I would compare my experience with theirs. Since my status is higher than theirs I would expect to be recognized for that, but I am not. I am Platinum with Ambassador service, yet I have never been upgraded at the hotel. My colleagues have been upgraded, while they are either general member or Gold. One preference in my profile is for a King bed, and I generally have to ask for that. I would recommend staying at the Westin Bonaventure which is a SPG property that is only a few blocks away. The Sheraton would be a last resort.
April 16, 2015
Rated 1 out of 5 by erinmaiden don't stay during renovations
I travel a lot for work and all i need is a clean room and a hot shower. After checking in i realized there was no hot water. I called the front desk and they said they'd send maintenance right up. 30 minutes later i called back and was told they were aware there was an issue and were working on it. I asked the ETA of hot water and was told if i needed it, i'd need to change rooms. Um, yes, at over 200 a night, i'd think i'd like hot water. So i packed back up, moved up a few floors to a nice clean room. I unpacked and there was hot water. However, after sitting down to relax, the tv didn't work. So again i called the front desk, and was told they'd send someone up. 30 minutes later i called back after no one came to see if i could just get a new controller at the front desk and was told they don't have any and someone would be right up. Someone did come up and turns out they never programmed the tv in my room. He fixed it quickly and was on his way. So about 3 hours after checking in (after a 12 hour day) was finally able to relax. The rest of the stay was uneventful, the staff nice, and the room service pretty good. However now i find myself trying to call the hotel for a copy of my bill and i just get a busy signal. I stay in downtown LA frequently, this was my first and last stay at this hotel.
April 14, 2015
Rated 1 out of 5 by Jolee The Worst Hotel Stay Ever
This was the worst Starwood Hotels stay EVER. Upon arrival, the valet staff were indifferent and not very welcoming (although that improved after they knew you were frequently in and out). Checked in and got up to the room and the toilet had feces stain on the seat and in the toilet bowl. The hotel is under major renovation (which was not stated during reservation; it was however stated on the cancellation reminder sent the day before your expected check-in date which would have been too late to back out anyway). There is no coffee shop in the hotel to get coffee past 10am. You would have to make it to the one and only Brasserie in the temporary lobby level before 10am if you want coffee otherwise you would have to walk two and a half blocks to the closest Starbucks.
I stayed on the 21st floor. There were two elevators in the hotel of which one was out of service half the time I stay there so the wait for an elevator was ridiculous during those days.
On the second morning, housekeeping knocked on the door and I opened it. I told her to come back later to clean the rooms. She just insisted on coming in because she wanted to switch out the garbage/recycle bins and the soap dish. She couldn't do that later when she came back to clean the room?
To top off the already highly unpleasant experience...I woke up at 10:10am on the morning of check out (I had late checkout) so the brasserie was already closed. For the first time I was going to use the in-room coffee machine. There was not enough coffee creamer or sugar for even half a cup of coffee. I opened the door and saw the housekeeping lady. I asked her for coffee creamer. Her FIRST response, and rude, was "Aren't you checking out today?" I said yes but I need creamer. She reluctantly gave me 2 mini creamers and I told her I needed more for my husband's coffee as well. She hesitated with a very irritated look on her face, "HOW many do you need?" I said 4-6 more. She unpleasantly gave me 4 more mini creamers and with even more attitude, she said "Anything else you need, YOU NEED TO CALL house keeping!"
I have never had such a terrible experience at any of the Starwood hotel stays!! This was definitely the worst stay and with the worst customer service experience.
April 11, 2015
Rated 4 out of 5 by alohaa expensive during construction state
The staff is helpful and nice but cannot make up for inconveniences associated with the construction. The main complaint is only 2 working elevators (1 of them broke during my stay). Newly renovated rooms are reasonably clean, although not perfect if you are picky. Gym is nice (top floor with the view), buffet breakfast is not.
April 1, 2015
Rated 5 out of 5 by ramram12 Beautiful location
Miguel gets 5 stars for his service
he is what your staff needs on your team.
March 30, 2015
Rated 2 out of 5 by Mike1948 Worst experience with SPG
This place was a complete disappointment for my wife and I, we booked knowing there was renovation going on but it was close to a 2 day event we were attending. I noticed on the website that parking could be an issue so I called hotel to inquire. I was told they could only accommodate cars shorter than 6'2". I own a Tahoe which is far taller. The Cust. svc. rep. told me not to worry, valet service would take care of our car. when we arrived the valet service told me I was on my own for parking and sent me on a wild goose chase to look for parking, After 30 min.s of driving around I finally found parking 2 1/2 blocks away. Not a very pleasant experience at this hotel.
March 28, 2015
Rated 4 out of 5 by Science1987 Construction Upgrades
The hotel was great as always. The updated rooms were great with the exception of the small shower area. This was not very good for those that are taller or a little larger.
The only drawbacks on this visit was the construction. Only 2 of the elevators were in service and the wait time was quite long sometimes. The last thing was the construction noise. They crews would start work at 6:00 in the morning and the jack-hammering would wake us each morning.
March 23, 2015
Rated 3 out of 5 by 365RoadWarrior Some Great Things; Some Disappointments
I usually stay at the Westin Bonaventure, but thought I'd try a few nights here. (The Bonaventure has its flaws.)
Week of March 9th - Great 24 hour Gym with a view! Better than the old mall gym arrangement.
Club Lounge okay, but some long waits to replenish empty food trays and some misleading information "It's been ordered", and ten minutes later on phone "I need to order..." Forty five minutes later, it arrives.
Free breakfast for all guests, in recognition of construction inconvenience.
Max elevator wait, about 4 minutes, which is fine.
Week of March 16th. Gym closed. Lounge closed. No more breakfast. No advance announcement that I heard. I understand that during construction, these things happen, but were they unanticipated? Could they have been announced? (Construction, generally, WAS announced.)
Overall, the refurbished room was great and I received a nice upgrade (I'm Lifetime Platinum) Staff was nice and apologetic about disruptions.
March 20, 2015