Rated 1 out of 5 by Frankly My recent stay in Sheraton Gateway LA
The hotel looks nice and the infrastructures are great but was total killed by the poor attitudes and unfriendly response of the front desk personal. Very negative indeed! No show cap and no show gel in the bathroom! It is a four starred hotel with one star service!
September 29, 2016
Rated 2 out of 5 by elbean Expected more, got less, not a 4 star hotel!
The hotel exterior looks really nice and is misleading to the quality. If you want a good night sleep then you shouldn't stay here. If you want to be able to walk to the airport then it is close enough.
The bed was uncomfortable as well as the pillows too flat. Sheets were over starched and felt like poster board.
It is not well sound insulated for proximity to airport. You will hear people talking in the rooms next to you and all the way down the hall. You will be awoken by airplanes, neighboring rooms and doors opening and closing.
The adjoining room door was not even secured with a lock, only a safety latch.
You could tell the bathroom was recently updated as the tile in the shower had grout spots hardened up all over which was not comfortable to step on. The cabinet drawers were falling apart.
Restaurant was horribly slow and the food was sub-par for the price.
Front desk staff and concierge were horrible. Very inefficient and not helpful. The concierge had no information about restaurants or events happening close by.
I recommend this hotel for outdoor activities since you won't have to be at the hotel.
September 17, 2016
Rated 2 out of 5 by Dawn09 The good and the bad
My husband and I recently stayed here one night upon returning from Hawaii. We had stayed here before without incident and it is very close to the airport which is convenient and It's comfortable. The following day My husband checked us out at the front desk and returned the key and they asked if he wanted the Folio emailed and he said that would be fine and we received our emailed folio. Two days later we received three more emailed folios with two additional days and a couple of extra charges. I called and whoever answered the first time was NO help whatsoever and I was told to call back two days later and talk to someone in the accounting department because it was a holiday weekend. I ended up calling back later that day and was given a manager. After investigation I was told that housekeeping had said we were still in the room. But he would investigate further and refund and call me back. I did receive a phone call but they didn't leave a message so here I go again calling back. Once again on the first call I got someone who was totally uninterested in helping me and then when I called back again I was put through to another manager and then he put me through to someone else. They kept thinking I had made reservations for three night and I told them that my reservation was only for one night and that I have proof of the reservation. I was finally told that they took 12,000 pts out of my SPG account for the additional nights. I was not happy with that. Then I was finally told that they did have record of us checking out but that someone had checked us back in from the hotel. I asked about the housekeeping story and was told that housekeeping thought we were still in the room. Hummmm if someone was in the room it certainly wasn't us. Then they finally told me they would put my points back in with an additional 3000. And refund us. I'm still waiting to see if that happens. I certainly hope it does and I don't have to call again. Having said all that I'm a bit reluctant to use this hotel again because of this. So I'll probably use another hotel close by. I kept asking what I would need to do in the future to keep this from happening again and I was never given an answer.
September 7, 2016
Rated 5 out of 5 by MrPerry1 Great Staff!
This hotel has the best staff and I enjoy how they pay attention to detail when it comes to remembering my name. From the time I leave the valet to the time I get to my room, I feel like a welcomed guest. Additionally in the mornings during the week in the club lounge, there is a gentleman there who always call me by my name and ensure that I am taken care of.
I had challenges with my email and the newly appointed female manage which is well deserved took care of the issue. I thoroughly enjoy my stay every time. I have a conversation every morning with the operators when calling for my car. I think everyone should be recognized for during a tremendous job in customer service. Thanks Diana, Merly, Claudia, Rudy, Mustafa, Anca and the gentleman in the morning in the club louge!!! Last but not least, the Valet drivers in the evenings and mornings!!
August 31, 2016
Rated 4 out of 5 by BRich207 Easy Airport Hotel
This hotel is convenient for airport stays. The staff is friendly and the rooms are comfortable for a quick stay. We also enjoyed the club access at this property.
August 29, 2016
Rated 4 out of 5 by sqg13 Good place to stay near LAX
Location: Right by the Century Boulevard. Very close to LAX (about one mile to most of the terminal). The hotel provides a complimentary shuttle, which runs every 15 minutes. However, the shuttle is shared with an airport parking facility by the hotel and I could hardly recognize the shuttle before it ran past me, twice. I ended up walking from Terminal 3 for about 15 minutes to the hotel, not bad at all. The hotel is also close to the famous plane spotting location in-n-out burger, with 15 minutes of walking from the hotel.
Check-in: Professional staff. Although they could not check me in before 3pm, I got to check my luggage with a concierge. My booking is a club-level room, with request facing the runway (to be exact, the south runways 25L/R). They seemed to run out of room of my choice, so the agent proposed a corner room with "city view" and ensure me that I can see the plane landing. I ended up taking the room. It did not disappoint me since the north runways are where most heavy planes take off and land and it was a joy to be able to watch them from my room.
Room: spacious, clean, recently refurbished with a fresh smell of new furnitures. The "city view" is much better that it sounds, with a full view of downtown Los Angeles and Santa Monica in distance. Again, you can see planes on final approach to runway 24R and many of them are jumbo jets. Walking out side of the room you can see planes touching down and taking off on 24L/R. The window glass and wall are high quality sound proof, so you would not likely be bothered by heavy jets flying by. The bed is very comfy to me as in most Sheraton hotels I've stayed in. I like the 50 inch TV, definitely bigger than those in many older Sheraton hotels. The internet is not the fastest that I had in SPG properties, but good enough with 5mbps. If your booking does not include Internet, it would cost $12.95 each night.
Club: To get to the club floor and club room, you either book a club-floor room, or you are a SPG platinum member. This club is very spacious, almost twice as large as a traditional Sheraton club lounge. The club has a row of window seats, facing runways 25L/R, perfect for aviation geeks like me. This Sheraton club offers daily breakfast, all-day snacks, coffee, tea, soda and bottle water, plus an evening appetizer. For breakfast, there were hot eggs, pastries and fruits (no potatoes or breakfast meat), with an alternative of congee. For evening appetizers there were no meat either (I've had BBQ chicken wings at other Sheraton clubs). For me, I do not eat a big breakfast and eat a small dinner, nor do I care what to eat. Thus I am OK with the club food, but it would be much nicer if one meat option was provided for breakfast and dinner.
August 25, 2016
Rated 3 out of 5 by TL8675309 Fatal flaws harm an otherwise hidden gem of a hotel
The Sheraton Gateway has so much potential to be the perfect hotel for a business traveler, but it falls short on a few critical operational elements. While its proximity to LAX is unmatched, it takes forever for a shuttle bus to arrive at the airport. It is common in the evenings that one bus will be running while three sit idle in the parking lot. Next, there is a dedicated SPG line at check in but there is rarely anyone staffing the desk in front of it. The other one or two desks routinely process the non SPG members first while we stand there trying to get their attention. Finally, the internet connection in the rooms often do not work properly and the IT company help desk takes so long it just isn't worth the effort. These few issues mar an otherwise fantastic great value property with friendly service, spacious and comfortable rooms, and good food, especially the room service.
August 25, 2016
Rated 5 out of 5 by Aprel Great Stay
Best accommodations for the price!! Beds and pillows were amazing. Room was a nice size. Location was perfect. Room was quiet.
August 24, 2016