Rated 1 out of 5 by qfonteno Bad service
I arrived at 4pm for check in. I asked the front desk for a single bed room and when I arrived at my room I noticed 2 beds, I also asked for a non smoking room, the room smelled like an ash tray. I called the front desk to ask for a different room and no answer. I paid for parking and the ticket that was given to me did not work. Needless to say, I left the hotel 3 hours after checking in and did not return!! And to add further insult, I was charged an additional 75 dollars for incident purposes. Al though I did not stay at the hotel....Charge is still pending 3 days later. I called the accounting department and the young lady that answered the call was unprofessional and rude! Worst customer service ever!!!!
March 24, 2015
Rated 5 out of 5 by RaymondG1978 Excellent Hotel Near LAX with Amenities
The Sheraton Gateway at LAX is a busy hotel for a reason - they do whatever it takes to make sure you enjoy your stay. The Sheraton beds are ALWAYS comfortable and the bathrooms are spacious. The staff take pride into helping out guests whether your request is small or something really time consuming. I have stayed here more than 10 times and one thing is consistent - you will have a good night's rest and leave feeling happy. The bar is a great place for happy hour and Paparazzi is an excellent restaurant to have a business dinner. I have always used the extensive gym and outdoor hot tub at this location and find it a great way to end your day. The club lounge offers hot food and cold appetizers including the best cookies near LAX. Trust me on that one!
March 19, 2015
Rated 1 out of 5 by MisterIncredible This hotel was awful.
I have stayed in several different hotel establishments as I travel frequently on business. I have never been to a hotel where I had to ask for assistance three times before anything happened, the elevator would not work for every floor, and the bathroom facilities made me feel dirtier when I left than before I went in to freshen up. I understand that this hotel is near LAX, but there needs to be some type of standard so that I don't feel like I'd rather sleep in the airport than at this hotel.
March 16, 2015
Rated 3 out of 5 by SPG1 Great car valet service
We arrived late at night and as such, did not have much time to check out the hotel and its services however the car valet services did stand out both in the execution of the services as well as the overall deportment of the valets. I have never seen car jockeys wearing business suits and fedoras and first wasn't sure who they were, only clueing in when I noticed that they were all wearing identical suits and hats and rushing around opening car doors and quickly moving cars in and out.
March 25, 2015
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 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 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 1 out of 5 by lmk30 Worst representation of a Sheraton Hotel
I checked in this hotel at about 10pm after driving from Las Vegas. When I got to the room I smelled a mildew smell and was turned off. Then to discover the shower wouldn't drain. I called front desk asking for another room but I was told they were negative for the night. I then asked for my money back which they said they couldn't do. I was so unhappy I packed up and checked out. I went down stairs and all of a sudden they had another room avalible but it was too late by then. I was told I was going to get a credit to my account for the inconvience and that was thursaday. Today is wed. and still nothing. I will now be calling my credit card company. Not to mention I paid for parking for an hour!
July 11, 2012