Rated 5 out of 5 by Leetsg Glorious Stay
I was a bit hesitant. I never trust properties near airports, especially major international ones. I had visions of dealing with staff who've been yelled at by a few too many jet-lagged travelers, and fears of trying to sleep with the the constant roar of jet engines bombarding my room. Surprisingly, I found none of that. Even though I arrived at a time when it seemed every room in the hotel was being checked in, I never felt rushed or unappreciated. The staff was incredibly courteous and made sure I was well taken care of. When I got to my room I was astounded by how quiet it was. The scenic view of runways was all that there was to remind me of how close the property was to the airport. Well done, Sheraton Gateway. Well done, indeed.
September 5, 2013
Rated 5 out of 5 by cbslkkc Hotel is beautiful and very accomodating
Our flight to Boston was cancled due to the hurricane so this was an unexpected stay. Staff was very accomodating and pleasant and the hotel was beautiful.
November 4, 2012
Rated 1 out of 5 by AmandaS Terrible customer service
I decided to stay at the Gateway Sheraton because a conference I was attending was here at a special discounted price. I will NEVER stay at one again.
The customer service was terrible. I don't mean bad and needs work, but terrible. I have never been treated like this before.
As I walked in, I was greeted by a man to check in. At first he was nice but was coughing ALL over the desk and not covering his mouth.. gross. Then I went to pay on debit since I wasnt traveling with my credit card and read in my email that I could do debit. He had no idea how to process this so he told me I could charge a credit card from someone who wasnt staying here as long as I got there email. I decided to give them my boyfriends email and started spelling it out for him. He immediately got VERY rude and said “I ASKED for you to WRITE it down!” so I asked for a pen and he just threw it on the counter. Not impressed and completely taken off guard. I then called my boyfriend to transfer him my room cost so he could pay it on his card. The front desk emailed him the proper forms and told me to go sit and wait because he had to deal with “real customers.” I felt very talked down to because I wasn't wearing a suit like the men behind me and he said I wasnt a “real customer” .. What does that even mean? Because I hadnt paid yet? My boyfriend then didnt understand some of the information being asked so I asked if someone could call him and explain it. The man then went to tell his supervisor to ask her to call. 20 minutes later she finally called and walked him through the form. My boyfriend told me it was all good to go. I sat there on the couches for another 30 minutes waiting for someone to grab me to check me in (meanwhile no other customers were at the counter) and finally I went up and asked if the form was complete. The manager rudely told the man that she had printed it off (like he was supposed to just know). The man proceeded to get the sheet and put the information into the computer. He then charged me an extra night which I caught right away and he didnt actually believe I paid when I booked online. Then checked and realized I did and mumbled some stuff under his breath. He then asked how I was paying for the $75 incidentals and I said with the credit card. (since I only had debit) and he said that couldnt be done. I then spoke up and said “You KNEW I only had debit! Theres nothing I can do about this because you didnt charge the card!” (which I admit shouldnt have done but I was getting very frustrated after all of this. He then told me there was an ATM which he decided not to let me know before I went through all the credit card hassle. I went and took out $80 for him. I then asked to speak to his manager (not knowing it was that rude lady from before). She came up to me and I expressed my disappointment in their quality of service and she quickly defended herself by saying “Well I have other things to take care of too.” Which I totally understand but you would rather help a guest who JUST walked up to the counter before you help the one who has been waiting over an hour to get checked in. Just terrible. She apologized insincerely so I just left it and went to my room. I then got into my room and realized I had no wifi so I called down and asked if it was complimentary. Apparently I have to pay $12 a day to get wifi where in my email says “Sweet Sleeper Bed, 32 Inch Flat Panel LCD TV, Wi-Fi Internet..” So I asked why it said that in there and she said “Just so youre aware of the service we provide. It is extra money though” So my question is, do you charge extra for your beds? Or Tvs? Why put it in there and charge extra. Just completely taken back. I then went and sat downstairs in the Lobby for 2 hours to work on the wifi and decided to just go up and pay the $12. So I asked to pay for wifi and the guy at the desk informed me that it was complementary and he just had to refresh it but it should be working now. Such an inconvenience after I even called. Poor poor service. Everything was just going wrong and VERY unimpressed. I have 40 of my clients coming down for this event and I will make sure to tell them all my experience and I know I will not recommend this hotel or stay here ever again. Even if it were free. Customer service is number one and this hotel has none of it, as far as I can tell.
January 15, 2014
Rated 5 out of 5 by WileyHampton This hotel is consistently excellent
This is our second occasion where we have stayed at the Sheraton Gateway prior to departure from Los Angeles. One would hope that the first positive experience was no accident and that the second stay would be as trouble-free. That was certainly the case. If anything, we had a better experience because we were able to avail ourselves of the restaurant and bar on this stay. This is truly a class act of a hotel.
January 31, 2014
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 5 out of 5 by Lucky1406 Once again, a terrific experience
From the reservation agents, to the front desk staff, the bar & restaurant staff, housekeeping & the valets for your car....all are first class. I have traveled extensively over 25 years and this has been the best hotel travel experience, bar none. I'm recognized as a Starwood member from the time I make my reservation and throughout my stay and the staff pays particular attention to that designation.
Even if you are not a Starwood member, I have observed the staff and the first class way they treat their guests and are genuinely appreciative that you are staying at their hotel and exemplify customer service to all of their guests.
July 1, 2013
Rated 3 out of 5 by crb75 Standard Airport Hotel
Prompt Shuttle from Airport.
Room looked recently renovated, was clean and in good condition.
Room Service prompt & efficient
Poor internal soundproofing - can hear loud discussions from the next room.
Bathroom small & grim.
Platinum recognition non-existence - with a dash of dishonesty from the front desk as well.
Basically gives off the typical airport hotel vibe - they don't care if you come back or not. Which pretty much sums up my feelings.
February 27, 2013
Rated 4 out of 5 by glenn2003 Good all round but very slow on check in
The Hotel overall was very good, the only issue is with check in and out. Very slow in this area, at one stage when we checked in there was 2 staff for about 12 individuel people waiting to be checked in and I did not find them very pleasant and they did not to look at people when dealing with them. They could maybe smile as well. But overall location and standard was good and pick up and drop off very good and quick.
April 2, 2012
Rated 5 out of 5 by Kevinsac Many stays, few complaints, but ....
I stay at this property many times a year. Conveniently located to LAX and to freeway! Great staff who often remember me and my preferences! Great SPG lounge!
But ... being awoken at 6:40 am to someone steam-cleaning the hall carpet right outside my door ... NOT good and NOT appreciated!
It's the only time it's ever happened, but that's not acceptable at any hotel.
December 19, 2013
Rated 1 out of 5 by TrevorN Below Expectations
The airport shuttle went straight past the designated pickup location at LAX the first time. Driver turned out to be pretty grumpy and had an altercation with a different passenger.
I ordered Room Service meal for dinner and the main meal dish was completely wrong. I accepted it because I could not be bothered waiting any longer.
The room was excellent in every way and that would make me want to stay again but the mistakes by staff were not helpful so maybe I would try somewhere else for comparison.
January 21, 2014
Rated 5 out of 5 by Bolbol Exellent reception staff ever
It was the first time in USA and the stay in Sheraton Gateway LA was a wonderful stay ,from location ,the reception,the concierge,the room service,club lounge.
i would like to thank specially YOLANDA and Evelyn from the reception for their great help and support when we found uncomfortable noise from the bathroom they were patient to change the room in less than 5 minutes and as a SPG gold member they offered me 7000 points as a compliment thank you .
I stayed in the same hotel 4 times in 5 weeks through Jan-Feb.2012 ,there was a complementary luggage storage ,that saved me carrying my luggage and goes around the states.The good thing also is the free shuttle to the airport.
February 28, 2012
Rated 5 out of 5 by LarryG27 Hotels are like Umpires
The reason I'm a SPG member is the consistency, you know what your going to get. Like umpires you don't notice him until he screws up a call or has a inconstant strike zone.
The Sheraton Gateway is that consistent umpire.
July 6, 2013
Rated 3 out of 5 by sscolley Great staff, but lacking in the details.
Unfortunately the thick 8" black hair between the pillows is how I will remember Sheraton Gateway LA, and that's a deal breaker. At that stage of the evening, with an early flight out, we were not about to pack up our stuff and request a room change (we just threw it away), but the room no longer felt clean. Otherwise it was a nice refurbished room with tasteful appointments. Exceptionally helpful and friendly staff member at check in - all the staff were lovely. Other small details: we would have appreciated a second bathrobe - I would have thought this was standard; if bottled water is prominently displayed with a sign saying "thirsty?" it should also state that it isn't complimentary. The gentleman who brought room service was very friendly and professional - the dessert was only OK. The free wifi did not work (the log in screen failed to load completely). I would have considered this a good hotel (I have always considered Sheraton an excellent brand), but lack of attention to detail and basic cleanliness render it average. With LAX hotels being something of a commodity, this one did not justify it's premium price.
March 26, 2013
Rated 5 out of 5 by SusanK This hotel has dependable standards
The staff are always efficient and friendly. The rooms are always well equipped and comfortable. The shuttle service is excellent. The local bus to the beach is great.
October 24, 2012
Rated 5 out of 5 by WhoNeedsARequiredNickname title
Much improved. Nice room, great location, and good shuttle service. Restaurant food was very disappointing.
July 16, 2013
Rated 2 out of 5 by Chris55 Poor Check In service
Check-in staff were inflexible and unfriendly on our arrival when there was a problem with the reservation.
December 7, 2011
Rated 5 out of 5 by MarkP123 convenient to LAX and Trader Joes
Would definately use this hotel again. The staff is great and the location is very convenient to the Port.
October 28, 2012
Rated 3 out of 5 by SivaP Average Room Service
I stayed there twice during the weeks of Nov 28-Dec 1 and Dec 12-15, both the times it happened and hence thought of writing a review.
Everyday room cleaning service wouldnt replace your soap/shampoo/moisturizing lotion etc and you have to ask for them.
For 3 days I was left to use the same soap (which is considerably smaller).
Why do I have to call the room service every night to get a bath soap. Ridiculous.
Another issue is with the Receipt. I was hoping to reduce the paper waste to ask for an email receipt.
The receipt never arrived, I called the hotel 3 times and their account department never answers the phone or replies to call back... i didnt expect such kind of service from them..
December 19, 2011
Rated 5 out of 5 by Mountains123 Comfortable Room and Nice Gym
This hotel is close to LAX (you could walk if you wanted), our room was clean and comfortable and quiet, despite the closeness of the airport. The staff was courteous and there is Starbucks in the hotel if you want something quick for breakfast. We ate the breakfast buffet one morning which was very good with a nice variety (although no made-to-order eggs) and it was kept freshly supplied. There is a shuttle to/from airport as well. One of the best features is the fitness center - they have several treadmills, bicycles,etc. and weights and a stretching area - very nice.
December 30, 2012
Rated 1 out of 5 by RealTalk SOOOO DISAPPOINTED
I have to be totally honest with you and tell you that as a Platinum Member with over 60 nights stayed year to date with Starwood Properties, I was insulted that I had to use points to pay for this stay. I surprised my 8yr old for her birthday and took here to LA and wanted to stay near the airport so we would not have to fight LA traffice the morning we left. HUGE MISTAKE! Not ONE thing went well at this hotel and I feel cheated. I waited to cool down after the trip and decided to still write this review a week later. I guess service wasn't very important to the staff there Labor Weekend or they were pre-occupied by the number of guests there but I'm not sure I would ever stay there again even if it were free. #customerservicematters
September 11, 2013
Rated 4 out of 5 by Moshi Sheraton Gateway LAX Hotel
Location was ideal, near airport and major roadways. Staff was attentive (shower drain was clogged when we arrived and they fixed it promptly), housekeeping staff was very pleasant and helpful. Walls are paper thin, particularly between adjoining rooms and there is no sound barrier on bottom of adjoining door. Our neighbors were quite loud and it was a problem. Lots of hallway noise also. Bathrooms need updating, shower was very weak. Room was small, but nicely furnished and beds were nice. Gift shop terribly expensive for even the smallest things (like stamps). Pool area and deck chairs were great. Jacuzzi is tiny but great for a party of 2. Onsite food/drink too expensive. Parking behind hotel was a pain and dangerous for women.
July 30, 2012
Rated 5 out of 5 by Bogeloxi Everything I hoped for...and more!
I booked two rooms for a special occasion. I read reviews, but I had never stayed at the hotel and I hoped that the positive feedback I read would be true. Beginning at check-in, my expectations were exceeded and then some. The Corner King Suites and gorgeous! The rooms are big, the beds are wonderfully comfortable, the rooms are impeccably clean, the staff was friendly and helpful. You would not know that you are less than a mile from the airport, the room was serene and quite. The pool area was very nice -- the cabanas were such a nice treat for the kids in our party -- they felt special and important.
I would absolutely book another stay at the Sheraton Gateway and I will be recommending your hotel to my friends and family. Thank you!!
April 8, 2013
Rated 5 out of 5 by Patricia1996 Wonderful staff
All the personnel I interacted with were very cordial, helpful, and professional. There is one employee who really was outstanding - a young man working in the lounge area named Butch. Charming, personable, and representing the Sheraton properties extremely well. Please take could care of him!
January 17, 2014
Rated 4 out of 5 by kas1 Good hotel
I stay here often and I do like the hotel. Staff is very good and helpful. The one downside is that the condition of the hotel is deteriorating. I often of late find problems with the rooms...with 24 nights spent here in the last 6 months, I have been in alot of rooms. Need to improve awareness of properly working room features...otherwise I find the hotel very convenient and definitely recommend. One slight observation is that they do treat plantinum members well, although I slipped to gold this year and I definitely feel the difference!
June 26, 2012
Rated 1 out of 5 by Stuck0with0Mold Mold Stench in Bathroom and No Hot water
I expected the LAX Sheraton to be a shining example of the Sheraton family of hotels. I was disappointed. Right as I walked into my room it was clear that the bathroom had not been cleaned correctly in some time. The smell of mold was pervasive through out the room. Went down for a drink at the bar and was swarmed by fruit flies due to I assume lack of cleanliness. Then at 3 AM when I woke up to get ready for my departure I had about 2 minutes of lukewarm water before the shower turned cold with the tap turned all the way to hot. 3 AM is not a high demand time for hot water. I am due back in LA next month and I will not be staying at the Sheraton Gateway.
December 6, 2013
Rated 3 out of 5 by KSWDDS Friendly staff; don't bother with Sheraton Club
The staff in every department were great; from the check-in, to housekeeping, to vallet. We paid $30 a day for the Sheraton Club. That staff was rude and unaccommodating. We were unable to get sodas in the morning, just tea and coffee, neither of which we drink. The lady was in such a hurry to clean up at the time of closing, she was pretty much taking your filled plates off the table. The breakfast buffet in the restaurant was subpar in comparison to similar hotels. But it was easy on and off the freeways. We enjoyed our stay.
May 28, 2013
Rated 5 out of 5 by Lucky1406 Two stays this month, both terrific!
I brought my family to LA and booked at the Gateway. We had a memorable stay as a family and, as always, the staff made us feel right at home and were so kind to our young daughter. Although this was my fifth time to be at the hotel this year, it was our first time staying there as a family and they realized why I have told them how comfortable I feel when I am away.
My subsequent business trip two weeks later was another great experience and I look forward to my next visit in the coming weeks.
September 4, 2013
Rated 2 out of 5 by MJ430 Disappointed
My visit was from 4/26-4/30 and was quite disappointing. It was my first time staying at the Sheraton LAX, and will more than likely be my last. The lone bright spot at the Sheraton Gateway LAX was the staff, who helped me out quite a bit. The rest of the experience wasn't what I expected. I had constant issues with wireless internet access on the 12th floor, contacted IT support and didn't get a follow up call for 6 hours, which is unacceptable. The pool and hot tub were closed, and no one notified guests about that until I got a notice in my room the third day of my stay. The rooms were equipped with flimsy plastic cups instead of glasses. I had to be moved to a differente room because of a leaky faucet in a sixth floor room. Major improvements need to be made for me to go back.
May 3, 2012
Rated 4 out of 5 by Tokkihazel Best of the LAX airport hotels
Arrived at the hotel on 21st September after a late flight from London. Shuttle bus arrived after about five minutes and we were greeted by a very effusive driver who "welcomed us to LA". Five minutes later we arrived at the hotel and all the check in desks were quickly opened so check in was very swift. Got an upgrade to a corner room on my Starwood Gold card. Breakfast, [included in my rate] was excellent with a good choice of fruit, fried breakfast etc. Check out was also very efficient.
Having stayed at LAX several times this is without doubt the best of the airport hotels. Combine a great rate for the room, including two breakfasts, $129, booked direct with Sheraton on the web and you cannot go wrong.
Everything above expectation so definately will return on the next LA trip.
October 16, 2012
Rated 3 out of 5 by phoenix2 Nice stay
The staff was very helpful and pleasant. I was concerned about noise in the airport area, but that was not an issue. Even in a suite however the next door rooms on both sides could be clearly heard in conversation. I wish they had real glassware, but they did bring us some to use instead of plastic when we asked. Minimal electric outlets were the only other issue. The room was a nice size and the view was pleasant, the furnishings were fine also. We found it a convenient drive to various parts of town.
January 4, 2012