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 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 3 out of 5 by JackChuck Needs improvement
I wasn't greeted as a SPG customer and the room I was given smelled like it wasn't very clean. We were kindly and quickly moved to a new room but then the tv didn't work so we had to call for service to help with that. It had been unplugged. The first 2 nights reservation were made with SPG points and the third I paid for. I had to go down on the 3rd day to check out and check in again which was a bit of an inconvenience. Overall the room was okay but not what I expected of a Sheraton. Would not recommend this hotel.
November 10, 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 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 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