Sheraton Gateway Los Angeles

Sheraton Gateway Los Angeles Reviews

Reviews 2592
4.1
Contact us
Reviews 2592 Page 18 of 26
Filters:
Rating
Language
Sort:
Most recent

Your staff had no idea how to answer any of the qu...

Your staff had no idea how to answer any of the questions we had and we were not given an overview of hotel amenities at check in. A front desk agent did not know what an itemized receipt was, nor did she know what a hand towel was. The bell staff and concierge did not know how to answer simple directions on how to get to a local grocery store and gave me an attitude when I asked for a map of the area.

We were at the event for a conference and had to haul our heavy boxes to our room without assistance of a bell cart because the bellmen wouldn't trust us to bring it back. I run a low-funded nonprofit and we could not afford to pay a bell person. My husband and I have worked in the hotel industry for years, those bell carts are some of the least expensive out there. It was ridiculous that we could not use one for 10 minutes to drop off boxes of heavy items. We worked at a high-end Hilton resort with 1400 rooms and bell carts worth more than double the worth of the ones at Sheraton Gateway and they were lent out to guests without issue.

Speaking of boxes, if you are going to have conferences in your hotel, you really need to have a pack and ship center. We shouldn't have to go online, make an account, and then pay a ton of money to print the label at your establishment. If nothing else, your shuttle should be available to drive us to the local Marriott to ship the items.

On top of all of this, we had to change our room the second day because there was a maggot infestation in the bathroom. Four people were sent up to my room with no idea of what to do about it. The first came up when I was not in the room and I had a message on our machine that they didn't come in because we "had a dog". At check in, I verified we had a rabbit, not a dog, who was penned when in the room and informed the maintenance staff before leaving that they can come in and that the rabbit would be with me downstairs. I eventually spoke to a manager and had us moved; however, by the time we packed up our stuff the room was given away to another guest so we had to wait for another reassignment. This time, we were moved to a room that was not up to standards in accordance to the hotel's contract with the Animal Rights National Conference, as our bedding was made with down, aka murdered animal feathers.

"Live plucking causes birds considerable pain and distress. Once their feathers are ripped out, many of the birds, paralyzed with fear, are left with gaping wounds some even die as a result of the procedure. Workers often sew the birds skin back together without using any anesthetics.

That s not all buying down can also support the cruelty of the foie gras and meat industries because many farmers who raise birds for food make an extra profit by selling their feathers as well. At the slaughterhouse, many of these birds are improperly stunned, which means that they are still conscious when their throats are cut and they are dumped into the scalding-hot water of the defeathering tank." -PETA

Speaking of the conference, when we arrived neither the concierge staff nor the kitchen staff knew of the vegan options offered so we had to order in from another restaurant after a 12 hour day of traveling. We checked in with the conference leads a few days later and they told us that your staff should have been up to date on that information by then.

Oh, and can we talk about the unreliability of the wifi in the meeting rooms? We bought the code to use at our booth to make credit card transactions and we used up all of our cell phone data because the internet would not hold up.

Finally, your checkout policy is weird. Most hotels let the guests fulfill the checkout process within an hour of leaving the room. We were told we could not do this and had to rush to hand over the keys on the way out. Very inconvenient.

If you are going to stay here, be sure to ask for an inside room. Otherwise, you'll hear planes landing the entire night.

I've stayed at sketchy motels that run better than this hotel. We will not be staying here again.

BEWARE, this is a 2-3 star hotel at most! It might...

BEWARE, this is a 2-3 star hotel at most! It might meet some vague criteria to be called a "4 star hotel", but the quality of the hotel does not live up at all.

4. Service:
Poor signage outside and no associates outside to explain where to park or explain anything.
The staff inside seem more interested in their personal conversation or phone than customer service.


The outside looks ghetto with cars randomly parked everywhere including along every curb and filling up any open piece of pavement even if it is not an actual parking space just so the hotel can maximize ability to valet cars and get more money.
The lobby looks ransacked as its practically empty with no furniture or art. The carpeting is dingy.
I got off on the 4th floor to what seemed to also be very dated carpeting and wallpaper. There was an attempt to cover up the smell of smoke in the walls/carpeting but ultimately made it worse.

6. The room
Yes it was big, and it wasnt disgusting, but everything about it seemed cheap. It was subtle at first, but Pieces of furniture didnt line up well, the lamp shades were dirty, most pieces of furniture were a fake wood/plastic with peeling laminate.

Stayed here twice over the past year. Horrible ex...

Stayed here twice over the past year. Horrible experience in both. First, I booked 2 nights with them last year through a third party and when I checked in somehow it wasn't in their system despite me having the confirmation number. Only thing they said they were able to do was for me to book another room on the spot for an insane rate. It was very late and I decided not to bother looking for another hotel, ended paying 500$ for one night and had to hunt down the third party for a refund.

Decided to give them a second chance as the first time, it could be the third party website that messed up. This time, I booked in on their website. Came in to check in late into the night seeing theres 2 agents on the front desk; a long line of their Marriot Members and only 2 non members. They were only checking in Marriot Members (these people were just flooding in) and us and the other "non member" were just standing there a waiting for 20 minutes despite us coming in way before most of the members.

Got the room, tired and grumpy. Called the guest service for some toiletries, and below is our conversation:

Me: hi, are you able to bring up 2 sets of toothbrush and toothpaste to our room?
Agent: 2?
Me: 2 please
Agent: K *hangs up*
-A TOTAL OF 2 WORDS?? not sure if im grumpy or, but that is not great customer service in my opinion.

When the house keeping person came up to bring the toiletries, not a single word spoken, he just hand me the toothbrush and toothpaste and left.

Alright Sheraton *clap clap*

Very pleased with my stay. We got a room on the 14...

Very pleased with my stay. We got a room on the 14th floor with the view of the airport runway which kept our toddler entertained. The room was clean and maintained well. We ordered breakfast one morning and enjoyed it completely, the portions are decent. Overall it was great!

Not as hospitable and excellent as other hotels. ...

Not as hospitable and excellent as other hotels. My guest left a clothing item in our hotel, asked the front desk if they could mail it, and they said no. Secondly, before we arrived a neighboring patron smoked pot in their room and stunk the whole place up. Would you assign anyone around that room until that was taken care of? They mindlessly did.

Don't expect too much to say Sheraton. After all, ...

Don't expect too much to say Sheraton. After all, it is simple because it is a hotel where people with time in transit stay.
There is no amenity, so it is recommended to bring a set of carrying bags in case you can not pick up your baggage at the transit.

Sad place to get stuck in. It has the amenities ne...

Sad place to get stuck in. It has the amenities needed to appear like a good place but... The place is old and shows its wear and tear. The hallways to get to your room are dirty and smelly. The towels are old and could be replaced. The food at the bar is available for the late arrivals but many items were already unavailable. Gluten free and vegetarians stand little chance to get a decent meal. The salad looked old and unappetizing. Service was decent at the bar but the food needs improvement.
The beds were comfortable and you had plenty of pillows. The room was clean and could provide a decent rest for the weary traveler, unless you have to use their towels. A two star rating is all I could give this place.

Well positioned near the LAX Airport with shuttle....

Well positioned near the LAX Airport with shuttle. Starbucks in the Hotel Lobby. Many fast food near by such as Burger king ect. Very comfortable bed and beautiful bathroom shower. Very nice Concierge

Really nice rooms, nice fancy lobby, restaurant wa...

Really nice rooms, nice fancy lobby, restaurant was decent, location is insanely close to the airport so their free shuttle is great... you can't even get to a rental car faster, staff mostly friendly but not amazingly helpful with problems... there was no hot water for showers one morning and you'd think they would offer something when guests bring this up... 500 pts? Coffee? Still overall it was a good stay.

Edit: they contacted me after writing this review and offered points for the inconvenience... So in my book that gets the fifth star back.

Beautiful, clean rooms centrally located minutes f...

Beautiful, clean rooms centrally located minutes from LAX and car rental return areas. Hotel shuttles run every 15mins/24hrs a day to the airport. Easy to drop off rental car at night and take shuttle in the morning.

Great

This is a nice hotel next to LAX. The rooms and be...

This is a nice hotel next to LAX. The rooms and beds are very nice and comfortable. They have a continental breakfast and also a nightly lounge with complimentary food and snacks. Great gym and pool area with jacuzzi as well. Would recommend to family and friends.

Visit in November 2018 Awesome place to stay rooms...

Visit in November 2018 Awesome place to stay rooms are very nice and their beds are so comfortable love staying there!! Only issue parking is extremely expensive $39.50 per day no discount even by u staying there so parking gets a one star. I love this hotel but as of Jan 2019 now they are charging a ridiculous $350 cleaning fee on top of your hotel stay charge. This hotel has become from a 5 star to a 1 star.

Beware of room 323!

Beware of room 323!
First the positives of the hotel- very close to LAX, prompt airport shuttle and friendly front desk and Starbucks staff.
After a long 5 hour flight from the east coast, I checked in on 3/29/17 and was given room 323. As I got closer to my room, I noticed a lot of commotion. I was surprised to see that right across from my room was a conference meeting room. There was a buffet food station outside and people were gathered around it and talking obviously. I could hear the chatter even with my door closed. It was a good thing that I had to leave for a tour, because if it was peace and quiet that I needed, I wouldn't have found it then.
After returning from my tour that evening, everyone was gone (thankfully). Later as I slipped into bed, I noticed a grittiness in the sheets. I got out and pulled them back to find cracker/cookie crumbs in the sheets. It was 10 pm at this point and that, along with the fact that I had already unpacked my things, prevented me from requesting another room.
I brushed off the sheets and tried to get to sleep. However, at 11:00 pm I was awakened by the sound of a vacuum cleaner outside of my door that lasted about 15 minutes. I can only imagine they were cleaning the meeting room space and hallway floor. Then as if this wasn't bad enough, I was awakened again at 5:30 am to the sounds of clinging plates and metal warming pans. As I checked out that morning, it appears they were getting the food station ready for that day's meeting. I explained these incidents to the front desk clerk who gave me her apologies. She said that a manager would reach out to me (7 days later - not yet). I have never been to a hotel where the meeting rooms and guest rooms were on the same floor, let alone across from one another. My suggestion to the hotel is to turn that room into a storage space or prep room for the conference area (in addition to making sure the linen is crumb-free). To pay $200 for a room and have kind of stay is ridiculous. The other rooms may be nice, but not room 323. I don't see myself staying there again.

We had our worst experience with this hotel and it...

We had our worst experience with this hotel and it was an absolute nightmare. We originally stayed for 5 nights and then wanted to book an additional night the following week (since we were leaving for a cruise). We simply asked the front desk to book the additional night with the exact same add-ons we had before when we last booked (eg breakfast, wifi, number of beds etc). They gave us a confirmation and we thought we would be on our merry way. However when we came back from our cruise we were told that we did not ask for breakfast and that we would have to pay extra for it which made no sense since the lady we spoke to for the second booking assured us that the exact same add-ons had been included.

Also when we asked to speak to the same lady we spoke to before in order to sort this out, we were told she was not here....but we later literally spotted her working a couple meters away. When asked why this was we were told she was on her lunch break, but it was around 6-7PM when this happened...

Worst of all, when their front desk supervisor, Gregory Yanez, came out to speak to us he was extremely abrupt, rude and did not show any sympathy. He acted like we were the ones that did something wrong and after giving us our "options" he simply walked away without a second word. When we called him back he explained that he was being "direct." This makes no sense as this is a hotel and we were on vacation, not at a drill camp, there was no need for him to be excessively direct. There was absolutely no customer service involved and we felt like we were being blamed for their mistake. We will no longer stay at this hotel when we visit LA anymore.

Very quiet despite being next to a very busy airpo...

Very quiet despite being next to a very busy airport. The shuttle service was awesome! Food was good at bar restaurant. Bathrooms are a little small, but it's not a "resort" destination so it's workable. We were upgraded to a suite and it was very spacious. The club lounge had light snacks and beverages.

The hotel DOES NOT FREE WIFI, how can the Sheraton...

The hotel DOES NOT FREE WIFI, how can the Sheraton claim to be 4 stars but not have free wifi? My friend got the deal on this through Hotwire and we felt jipped that it said "free wifi" only to find out that it does NOT. The hotel is close to the airport but any decent food, shopping or things to do are quite far and require a car. The rooms are clean, nothing special about it though.

Very nice hotel. My room was spacious & comfortabl...

Very nice hotel. My room was spacious & comfortable. The staff was excellent. They were very accommodating of any requests I made. The food at the bar & restaurant was delicious. Highly recommended.

Worst hotel experience .

Worst hotel experience .
You pay for parking as well . Staff is very rude . I would not recommend this hotel to anyone .

Was a lil upset with my stay the toilet seat was l...

Was a lil upset with my stay the toilet seat was loose only had 2 towels in room w 2 guest the shower was not very clean other then the restroom being very didsatisfying the room was ok I stayed at Marriott down street before was alot better

This hotel is in a good location for getting to pl...

This hotel is in a good location for getting to places near LAX, not a lot within walking distance. The lobby was nice but overall I don't get a sense that the room was the cleanest it could be and the rooms are a little dated. I hated the motion lights in the room. If you get up in the middle of the night to go the bathroom the motion triggers the entrance and bathroom lights and blind you. And tile floor was ice cold to bare feet in the bathroom.

Old and out dated. Dead plants everywhere. Icing...

Old and out dated. Dead plants everywhere. Icing on the cake, the elevators are far and few between. I ended up taking stairs just to get downstairs. The manager had nothing to say. Horrible. As an elite member, I'm horrified it's even part of the chain. DO NOT USE THIS LOCATION!!!!!

Amazing hotel! I absolutely adored every aspect th...

Amazing hotel! I absolutely adored every aspect the hotel had to offer, breakfast had a wide variety range to choose from, with the eggs locally sourced, which is nice to see smaller local businesses also being included. I really enjoyed my stay here. I wanna thank the staff who accommodated me during my stay here for she's very helpful and nice to talk with.

This hotel was extremely noisy we didn t get much ...

This hotel was extremely noisy we didn t get much sleep between the slamming doors and talking in the hall that went on most of the night. We couldn t call out on our phone to the front desk or for room service. I felt we should have had a refund or a credit. The manager offered me a cup of coffee! He said he would give the director my number and they would call me. I never heard from them. Place smells like a weed factory on top of it. For the price it fell far short a good experience!

We (my daughter and I) tagged along with my husban...

We (my daughter and I) tagged along with my husband as he was here for work. We had an amazing experience. Our first experience as we pulled up was only valet parking. I really didnt want to pay the extra money but the valet attendant was so personable, and helpful, it just made me feel like I didnt have to worry about dragging luggage from a park and fly across the street by myself and trying to keep track of my 5 yo. The Bell Hop, Giovanni, AMAZING! From the time we took our luggage out of the car I didnt have to handle it. He took our luggage and said to go check in. It was nice not to deal with it and my child while checking in at the same time. So kind, patiently waited for us. Best well- mannered bell hop I have ever experienced. All of the house keeping ladies on our floor (15) were amazing and helpful. The Club Lounge attendants were all amazing as well! Thank you for keeping ourbellies s full with yummy food and treats! Soda and espresso bar too. Overall, I give this hotel 5 stars Thank you evwryone

Very disappointed. I've never talked with such rud...

Very disappointed. I've never talked with such rude, impatient and unprofessional front desk before in any hotel. House keeping service completely missed our room. I called front desk and get back this "It's 12:30am I don't know what you are trying to say". The front desk is complaining about me bothering him late night?! Then I asked for more towels obviously we didn't have enough clean towels because our room didn't get cleaned. I hear a long sign after my request. I've been had good experience with Sheraton that's why I chose this hotel but probably won't go again. This hotel doesn't deserve it's price.

No customer service rude employees you have to pay...

No customer service rude employees you have to pay extra for parking. 10$ for a small bottle of water, I don't understand all these fake reviews.

Trust me stay away many better hotels plus you have to park far away from the building. This hotel doesn't even deserve 1 star for this poor quality hotel i wouldn't pay 10$ per night....

Sheraton Gateway Los Angeles

Sheraton Gateway Los Angeles

4.1