Rated 3 out of 5 by Ungripped1 Awful check in and food experience
Upon arrival (in the SPG line) it took a little over 15 minutes to check in. Once in my room I went to the club lounge and they literally had NOTHING ( it was about 10:30pm). Upon leaving the club lounge I went back to room to get room service. I called the front desk, room service and guest request line and for 8-10 min of this on all three lines no one answered. I finally get through and order pizza. They told me it would be ready in 30-35 min. It took them 55 minutes and it was literally cold. I called back they brought me a new pizza and it was the wrong kind. I finally just lamented and ate a pizza that I didn't want. By the way it was now 12:30 in the morning. I will not stay here again and suggest that others don't either.....if they can help it. Awful experience.
February 14, 2015
Rated 3 out of 5 by Charisse65 Happy for the most part
I was a little disheartened to find the sprinkler head in the bathroom was corroded and painted, thus creating a fire hazard situation. The HVAC vent didn't work in the bathroom. The bed had a sinkhole on the left side. All in all, the staff was extremely friendly and helpful, it was just the above mentioned items that made what's normally a wonderful stay, less than par.I was told the hotel was going to undergo renovation starting this week, so I hope the sprinkler heads will be inspected and replaced as necessary.
February 13, 2015
Rated 4 out of 5 by Rancher good, basic, huge
I have stayed at this hotel many times over the years....now in late middle age, it's sagging a bit. Housekeeping is superb, the lobby is especially dated, and the soundproofing could get a boost.
The staff aims to please. Shuttle into the airport is especially frequent. Restaurants are within walking distance: a rarity for both LA and an airport hotel.
February 9, 2015
Rated 5 out of 5 by Matt1906 Great experience
Billy in Banquets and Jose in the Bar were both amazing. Thanks guys!
February 5, 2015
Rated 4 out of 5 by Flyingtailor Solid Airport Hotel
Arrived late and tried the young man checking us in did a great job very helpful and professional. Had a good nights sleep solid airport hotel.
January 22, 2015
Rated 4 out of 5 by Gandy888 Hotel Staffs who showing high integrity & responsibilty
In overall I found that Sheraton Gateway Los Angeles is a Great Hotel, especially the staffs who have shown high integrity & responsibility and showed responsiveness to the hotel guests. Dec-18 I checked out of the hotel and accidently left my laptop, important documents, and US$ 3000.0 in the safe deposit box in the bedroom. Around 12 hours later, I just realized when I needed a laptop and I was outside LA already. I was worried and immediately called the hotel, but the staffs calmed me down, I spoke with the Chief of Security and he said that my belongings were safe and he will keep it. I came again the next day and happily got my all belongings back. Thanks to the Hotel Staffs in Sheraton Gateway Los Angeles.
January 18, 2015
Rated 4 out of 5 by CKMDLC Sometimes very well other times much less
This time this the roomwas less clean, there was a problem of faucet factory and the bedding creaked it's a pity another time of front it was very well. The valet parking lot is too expensive, the catering service Sunday evening is pitiful, the waiters are overwhelmed and the orders are badly taken we hope to be lucky enough(have the opportunity) to know the renovated rooms because in spite of posters in the hotel we have never had new room.
January 7, 2015
Rated 5 out of 5 by Katina Convenience with Comfort
This hotel was ideal for a brief stopover between connecting flights. The staff were quick and efficient, just what is needed after a long flight. The rooms were insulated from outside plane noise ( though not from noise in neighboring rooms)
December 30, 2014
Rated 5 out of 5 by DrMF Long delays met with smiles
After a long day of travel and delays I arrived at the hotel along with what appeared to be a very large number of delayed travelers with vouchers in hand. I walked up to the SPG desk and was immediately helped.
After an upgrade and extended offers for points I found my room very comfortable and inviting. The staff was very professional and made me feel glad to be done traveling.
December 29, 2014
Rated 3 out of 5 by jep24 Good airport hotel
Very nice facilities and good airport transportation from LAX. The "suite" for Platinum upgrade was actually one room.
December 26, 2014
Rated 5 out of 5 by History28 A perfect airport hotel stay
While waiting on the SPG Platinum line for not even 3 minutes, the Manager came out and saw we were waiting and personally checked us in to speed things along. As someone who travels frequently and accustomed to waiting in line for check-in, this was quite impressive.
While we had an early flight and did not have time for breakfast, we did enjoy the Club floor evening snacks and there was a good selection. The Sheraton Fitness Center is also quite good at this hotel.
I also was able to return my rental car and walk just 10 minutes back to the hotel without having to take the rental car shuttle or hotel shuttle. And the valet attendant was kind to let me briefly park my rental car while checking-in so I did not have to handle any luggage.
Thanks for a terrific stay and the impressive service.
December 18, 2014
Rated 3 out of 5 by Brad1000000 Older Hotel Close to LAX
The Sheraton at LAX is an older but fairly nice property almost within easy walking distance from the Terminal 1, but fortunately they provide continuous shuttle service. This hotel is big, so it lacks personality, and it appears to have been some time (if ever) since the rooms were upgraded. The rooms are fairly comfortable, but the bathroom is very small and totally dated. Airport noise is present, but it didn't bother me...think twice if you don't like jet engines.
Platinum received room on club level, nothing else. Club was large but food was mediocre. Adult beverages are available for $$s.
December 17, 2014
Rated 5 out of 5 by FabrizioF Staff empowerment
Dear Mr. Washington,
We are writing this review to inform you of the exceptional customer service and responsiveness of your staff members.
We were traveling from Europe and at the last minute our flight was cancelled. We promptly called the hotel to inform you, and Sara in reservation postponed our arrival with no charges.
At our arrival, after a long trip with our two young daughters the front office greeted us and was really great at giving us a room that could accommodate the 4 of us.
Hotel is very comfortable and staff really nice.
December 17, 2014
Rated 1 out of 5 by Jack1979 Oct stay
Hate the staff and the quality of service. Not worthy to be called a Sheraton.
December 10, 2014
Rated 3 out of 5 by MDown Reveiw
Hotel offered little for the price. Rooms were dated and the internet was not included with the rate. The internet was the slowest of any hotel brand I have used and you want to charge for it.
December 7, 2014
Rated 1 out of 5 by Abe5740 Horrible stay
There were many issues I encountered during this stay related to respsonsiveness. This is the second stay in a row where this occurred due to lack of attention to detail.
December 7, 2014
Rated 4 out of 5 by kkrogers Last minute
made a reservation here at the last minute. Was very satisfied with the hotel and the room. The star is excellent and do a great job. Convenient and comfortable.
December 5, 2014
Rated 2 out of 5 by ClareK2014 Terrible Service
When we arrived at the Sheraton LAX, we were exhausted and looking forward to a night of rest before we headed off to Europe. When we arrived and went to the check-in desk, we were barely greeted by a very rude clerk. When I gave him my name for the booking, he looked at his computer for about two seconds and said, "Nope, you're not in the system." Baffled, I asked him to please check again, and got my SPG card out. "Yeah it's not in here, and that card won't help you," he said. He asked for the reservation number but I could not locate this; I stated that I found it odd they couldn't look up reservations by NAME, and he just brushed us off saying there was nothing more he could do.
We took a seat in the lobby and I proceeded to call my credit card company just to confirm we'd made the booking as we had paid in advance. After 15 minutes of phone calls, I finally got my booking number and proceeded to the desk. This time, we were met by a manager who AGAIN could not find our booking - even with our reservation number! By this time my husband was fed up and demanded to speak to someone else. We were presented with a senior manager, who magically found our booking after a few seconds of looking at the computer and suddenly declared us "Guests of the Day!" It seems they realized their mistake and this was a futile attempt to win us back.
There was no explanation given as to why the first two clerks could not find our booking, nor did either of the two apologize. The senior manager was very nice and did all he could to make us feel comfortable, including letting us know that he would be sending us a credit of 7000 SPG points to my account for our trouble. We appreciated this gesture and had a decent night in the hotel.
Well it's 6 weeks later and no sign of our points. Numerous emails to the senior manager have resulted in more empty promises from him to transfer these points. I have, in writing, his promise, but so far we've received nothing.
The whole experience has really put us off to the Sheraton and in Starwood hotels in general. We feel the "Guest of the Day" declaration and the promise of points were based on nothing other than making us happy in the moment - delivering on that promise has been another matter all together.
December 2, 2014
Rated 1 out of 5 by Airlinecrewmember Unresponsive staff, no one takes responsibility
I stay here frequently as an airline crew member. The rooms are very nice and the restaurant and bar are great. Front desk staff is not customer service focused and they are always understaffed no matter what time of day you check in. There was a planned water outage for maintenance which they knew about several days in advance.There was no verbal notification by front desk staff, and no attempt by staff to make it right. Staff does not seem to have authority to make decisions or solve problems. Night manager, Joaquin, did not try to solve the problem and said it "was above his pay grade". He also did not inform the front desk manager, Mary, about our complaints and inconvenience.
November 29, 2014
Rated 5 out of 5 by PeterVIP The people make is special
From check-in on, all the staff were fabulous.
SPG recognition here is excellent. Everyone made this stay very pleasant. Great attitude everywhere, and that usually comes from Management down, so someone is running this hotel very well.
November 29, 2014
Rated 2 out of 5 by Steven62 Disappointed
Lifetime Platinum SPG guest, not recognized by check in staff, very noisy room. Dirty twowels found in closet, took a picture and emailed directly to GM - Michael Washington almost a week ago......sadly NO response. I will definitely not stay nor recommend this property, plenty of other SPG brands in the area to choose from - poor effort!
November 28, 2014
Rated 4 out of 5 by TJ1980 Mixed Emotions
First of all - Anca at the front desk, is amazing. She was friendly, professional, attentive, and very prompt.
I stay at this hotel frequently, and unfortunately this trip I had to spend Thanksgiving at the LAX Sheraton Gateway. I found it extremely insulting that their signage indicated they were "so thankful" to host guests for a Thanksgiving dinner. For $50.00+ (including 20% tip, tax, and a non-alcoholic beverage". Fifty dollars?? Of course they're thankful for the people being forced to pay that in honor of the US Holiday.
I listened to a man and woman tell their three children that they couldn't afford to have Thanksgiving! I was disgusted. And make no mistake, this was not a hearty sized meal. It was of average proportion, with dry meat.
I overheard the waitstaff joking of the food quality and portions sizes with respect to the Amount being charged to the guests. With the other employee commenting "everything around here is closed, 'they' know what they are doing."
This is unacceptable and SPG Corporate should address this price gouging event.
Please search YouTube for Gateway Sheraton Thanksgiving - I will be posting a video of my bill and the meal that I received.
November 28, 2014
Rated 4 out of 5 by Mardigraswalking Nice roomy rooms
Our stay was great. The food and staff in the restaurant was wonderful. We had a problem with a barking dog across the hall. We called to complained and 15 minutes later we were being moved to a bigger and better room. Thanks!
November 25, 2014
Rated 5 out of 5 by Gjguitarmn Papparazzi's Restorante--excellent
At the end of a workday, when you just want to relax and dine in, this is the place to be. The bar staff at Papparazzi's is awesome (Horacio, Mario, and Carrie). Darn near makes you feel like you're at Cheers--where everybody knows your name.
November 25, 2014
Rated 5 out of 5 by Plogan this hotel great people
I don't wish to make a comment right now
November 24, 2014
Rated 5 out of 5 by Sapper PERFECT VENUE BEFORE FLYING HOME
Check-in staff were extremely helpful and provided options with regards sightseeing (Santa Monica), travel means and checkout due to my demand to meet an international flight. The room was spacious, clean and quiet; the pool refreshing and the overall experience worthy of comment. A great place to stay if you're travelling internationally but still have a short period of time to enjoy the local attractions.
November 23, 2014
Rated 5 out of 5 by TFry55 Just what we needed the night before air departure.
Starwood points used. We decided we needed a hotel the night before the airport, so left our Palm Desert villa a day early. So glad we made that decision, as traffic was nuts coming in to LA. Check-in was quick, room and sleep were tremendous, and using the Club Lounge for breakfast was a wonderful bonus (sometimes we get this perk at Sheraton hotels, sometimes we don't, for whatever reasons). The breakfast buffet was nice and varied. Check-out easy, and the free shuttle to the airport was appreciated. We would do this again, and stay here as well. Very convenient.
November 23, 2014
Rated 4 out of 5 by Darek a typical American Sheraton
a typical American sheraton, perfect for 1 night after arrival or before departure from LAX. Executive club is not even worth the time to go lift
I will come back only if the price will be less than 100 usd or hotel will be 2 categories, because it is not worth 7000 points
November 23, 2014
Rated 2 out of 5 by skipod Hotel is "tired" and needs updating
The main restaurant had poor service and I was served a cold rib eye steak. The steak was tender and tasty but cool. The vegetables were cold. When I mentioned this to the waitress, nothing was done and no apologies.
November 22, 2014
Rated 5 out of 5 by GrandmaMicki Wonderful start to our vacation
My daughter and I stayed with you
overnight on our way to Hawaii. You were so nice to us. You made us guests of the day and treated us royally. The room was lovely and our dinner fantastic.
November 21, 2014