Sheraton Gateway Los Angeles Hotel

Rooms were clean and comfortable. Staff was friendly enough. I would have given 5 stars except I had to ask 3 times for extra towels. Took 4hrs.to get them. Everything else was okay. Parking is approx $18 each time you leave.

Love the hotel warm pool hated that they would not let me use a luggage cart on my own. Nice gift shop. Has security safe place and clean.

Ac was broken in my room, it was inspected by the handyman promptly who evaluated that it may break again so I was moved to another room. The whole process took maybe 15 min.

Very impressed with the speed, and happy with the result.

The staff were so amazing here! Food was excellent, Rooms were so clean and everyone complied with mask mandate without issue. With the amount of people going through that hotel for the events happening, it was such a great stay!

Awful awful awful. I booked two rooms in expedia to pay later at hotel. When we arrived to check in, there were no rooms available because they did not “guarantee” a room using that modality (something it did not say anywhere in the policy). I had to cancel the booking since a no-show would be more expensive, and they charged me $162.15 for cancelling, when THEY were the ones that did not have a room for us to stay. After hours of dealing with different expedia agents, they said the hotel did not recognized any charges made, even when I showed them my card statement. I feel I’ve been robbed.

I gave this rating not because of the room the room was awesome. The service I received from management was less than adequate very disappointing. Was without water in my room completely for hours with no explanation or response from the management here. Guest services were very disrespectful and not helpful. Very disappointing for a hotel of Excalibur. Do better

I have never given a negative review however today will be my first. Let's start with something positive. The valet guys were really helpful. They were not stressed even though they had lots of cars to deal with. My friends said The drinks at the bar were great. I asked for hot tea and the server made it happen for me. Now about my stay. Terrible, the management needs re-training. Today is Nov 10 the female manager working at 7: 30 pm gave me 30 minutes to get out of my room because she couldn't find the contact that had me there until the 12th. Yesterday the 9th when I got to my room my key didn't work. Upon entering the room it hadn't been cleaned which is the same thing that happened on the 8th. The night management was not concerned at all. The front desk staff however were really helpful and apologized for the inconvenience. I spoke with house keeping and they said they had to many rooms to clean today. I'm sure the Sheraton is under staffed however the Marriott Brand needs to resolve this. Kevin Larry you are the CEO please look in to this. I was displaced from my home because of the smell in Carson and now I'm looking for a place other than my car to sleep tonight. Lastly, one complimentary cable channel would be nice. Ending on a good note. The beds are really comfortable and the lotion and hair conditioner was of good quality. The microwave in the ice maker room was also a good move.

Follow-up from hotel
A few days I received an email from the Sheraton organization about my review of their hotel in Los Angeles LAX area. I must say It was nice to get. They explained to me their side and apologized for any inconvenience I had. To me that's called great customer service. Thank you again for your concern. I will continue to stay at your hotel and tell my viewer all 500K about your follow-up concerns.

Evil business. I booked two suites for a family reunion road trip two months ahead of Christmas via booking.com. Then my wife tested positive for pregnancy and we are trying to follow our doctor's advice to cancel the trip to stay safe at this difficult time which is still three weeks ahead of our check-in date, which means they should have enough time and demand to fill the 2 suites probably even at a higher rate.

So I sent in a request for a cancellation b/c of medical issue. Our first request got no response from the hotel. And we called into booking.com to make another one and we were told to call in the property desk to get a quick approval.

So first time I called in, and followed the system into the Sheraton reservation cancellation department. I was told the same thing that I need to call the front desk of the property.
When we called in, the front desk agent did not report their name and told me they only check in or out guest but dealt nothing with reservation. So I asked if I want to make a reservation on the spot whether they are going to do that for me. They directed to their reservation department. The agent there was nice enough to help track my reservation but told me that the front desk should be able to handle that. So you see things are not consistent within Sheraton

So you see their trick. They pushed you around even during this hard pandemic time.

Pros:
Close to airport and highways
Decent restaurant and bar onsite
Nicely stocked gift shop onsite

Cons:
If you don't bring ear plugs, be aware you'll hear every plane taking off from the airport.
Bed was old and I rolled into the middle of the mattress.
Pillows are horrible!
I gave up on shuttle and booked Uber to and from airport.

Staff asks for COVID shot and id in order to enter restaurant/bar, then u still have to wear a mask while walking around. NOPE!

Great location, close to LAX for missed and/or cancelled flights! Restaurant inside had good food and they are open until 10 p.m. Restroom was well stocked with nicer shampoo, constabl conditioner, body wash, hand soap and lotion. Staff at front desk are quick & efficient. The entry way was nice and inviting with two huge crystal chandeliers! There was a bit of outside noise, your are minutes away from LAX. Towels were nice, set-up was attractive. Barn door on restroom was cute but not practicle if you are rooming w/kids or others. Restroom counter was limited but I liked the lit, magnified mirror available. None of the 6 USB chargers were working, glad we brought a charging box as well. We were in a bind when we missed our flight and they came through with shuttle transportation to and from. Thanks!

We were arriving 3 hours before our check in. We thought they wouldn’t let us in the room because we were so early but that wasn’t a problem. The staff was so friendly and helpful. The room was so clean. We had breakfast at the hotel and the food was AMAZING. If one day we come back to LA, we’ll definitely stay here again. Almost forgot to mention they offer free shuttle from the airport to the hotel

Parking sold out. Advertised 24 hour room service on website, which is not true. Front desk staff acted like she could barely be bothered to check us in. Have a reservation in a week, which we plan the cancel. Horrible experience.

I selected to remain at this building as a result of I detected most regarding it, and that i additionally scan sensible reviews regarding this building. Well, they weren’t wrong, this building is awesome! The workers is incredibly hospitable, and also the service was wonderful similarly.we are going to come and would suggest this building for his or her wonderful service!

I was a recent guest at this hotel I stayed in room 475 to wake up the next morning covered in red bites immediately I contacted the front desk where I was told the manager will get back in contact with me but of course is going on Wednesday and no call. I’m a PRN and to not be bias upon return home I visit my local physicians office who did an examination and came to the conclusion that they are indeed bedbugs bites. I contacted the hotel to ask for a refund and to speak to a manager I’m still waiting. Please do not stay at this hotel or take the chance of being bitten by bedbugs. I found it to be very unprofessional and the unconcern of their guests they seems to be unbothered by the fact that their hotel has multiple complaints about the same issue and nothing has been done. I will be taking this complaint further and contacting corporate office with this issue. Stay safe guys hope this helps.

On van around 5 am on 11/11/21 and had to stand as the van was full. Driver slammed on brakes and I was holding bar rail, twisted around and tore my arm…had to call in sick to work…not very pleased. If people are going to be standing, the driver needs to drive accordingly.

This is our 1st time staying at Sheraton, I've always heard good things about it but was a bit disappointed. While the booking was easy online, the room itself was not accommodating. While barn doors are a thing at this time, it doesn't work for a restroom door, no way, it leaves a wrap and easy anyone can slide it open, in the case with us, our 2 year old did. The restroom has to counter space next to the sink, nowhere to set your toiletries on. The tub, is supposed to be handicapped accessible, I'm not handicapped but I would have slipped. None of the USB ports worked fr charging our phones, only the regular outlets. The bed was not comfortable, I could feel the Springs or boards, the mattress cover was ripped. I am not a lite sleeper, but I kept waking up because of the noise in the hallway, the room next to us, the outside noise as well. We expected better, but were disappointed, we've stayed in less prestigious hotels and over exceed this Sheraton, the others offered breakfast and complimentary snacks and drinks.
One good thing I'll say, they did have Starbucks coffee in the room.

We stayed overnight for a flight in the morning. When we went to our room, we had no water. Apparently, there was a pipe leak and the water was shut off and no one told us. We were willing to work with the water situation and requested bottles of water to at least brush our teeth and clean a little. The man on the phone told us we were limited to two bottles of water (and that we had to pick it up at the front desk) then promptly hung up.

I understand they were dealing with a larger issue at hand and we were not aggressive or speaking angrily with the staff at all; we only experienced disrespect and had a terrible experience overall. Because the water was out, the A/C wasn’t working so we were sweating all night.

I’m really disappointed with the way they handled the situation. They tried to comp us with points but it wasn’t even enough to accommodate half the price of a one night stay at the hotel. I truly believe this wasn’t a low staffing issue; management needs to change or improve.