Sheraton Gateway Los Angeles Hotel
What people are saying
The airline cancelled our flight and put us up in this hotel. At check-in, they asked for a card swipe "for incidentals" which one would naturally assume is in case you take one of the $8 bottles of water (yes, $8!) or steal a towel, then you could be charged on that card. I get home and see the next day that I had a $100 charge on my card. I called the hotel and spoke with Michael, the Manager on duty and he informs me that this is the definition of incidentals, to automatically put a charge onto your card which you get back in 3 to 5 days. He could not seem to understand that the proper verbiage should have been "incidentals charge" or "incidentals deposit" as opposed to "for incidentals." He said he was sorry that this was not stated more clearly, and I told him that an apology does not help my bank account. This is causing me a real hardship for the next 3 to 5 days. He said that this is not his problem. We went around in circles a few times and he ended the call. I am not a wealthy person and it was not my choice to stay at this hotel, and certainly not my responsibility to be charged $100 for no reason. Director Carla will be getting an earful on Monday morning and I will spend the next two hours leaving a 1 star review on every site I can find.
We have been staying at this facility for several years now and have had good experiences in the past. It seems, however, that the Management is now not as service, maintenance and customer oriented as it was in prior years. Suggest the following if you truly want to provide a good experience and value for your customer. Improve on the turnaround time for the airport shuttles - this last time we had to wait nearly 45 minutes before the shuttle came around. Improve on the maintenance of the common areas, corridor carpets and wallpaper - they are getting to be dirty/damaged/stained. Improve on the quality of housekeeping - dirty and moldy bathrooms do not lead to a good customer experience. Remove the mandatory 20 percent tip at the restaurant. Tips should be based on the type of service the customer experiences and not be a guarantee irrespective of the quality of service provided. The food is over priced at the restaurant. The daily $75 parking charge is a rip off. Remember - customers can and will move to alternative facilities that still believe in providing good customer service and value for their money. All the best.
1- Run while you can. April /21/2024 As soon as we walked into hotel, smell of mold, was all over the first floor . They told us we cannot check in before 3 o’clock, or we have to pay extra payment because we are early one hour no sitting in the lobby and the smell of the mold At 3:00 pm into the room The room was good. Next day we started having a smell of cigarette to room, call the front desk and security came in my room and she confirmed the smell of the cigarette. They did not do nothing for us. My daughter have a hard time breathing in the room or in the lobby, when we asked for general manager, he never came to the desk or return my call not April /19/2024 Where is the customer service this day? They do not care for you concern 2- May//20/2024 It is funny I tried to reach your customer service and your general manager no response and you responded with the email address to reach would be nice if you could provide human contact(your phone number) so we could talk I respond to that email address in. I have not yet get a respond back from them or get a phone call from them, Please don’t write the response like you care you don’t 3- May/25/2024 I respond to that email address on May/21/2024. I have not yet get a respond back from them or get a phone call from them, We Will continue to update Public 4- May /30/2024 I respond to that email address on May/21/2024. I have not yet get a respond back from them or get a phone call from them, 5- June /11/2024 I have not yet get a respond back from them or get a phone call from them, We Will continue to update Public 6- June 19, 2024. I have not yet get a return call back from General manager. We Will continue to update Public 7-July 22, 2024. I have not yet get a return call back from General manager. Unbelievable ignorant Manager Apple doesn’t fall from the tree with the front desk manager We Will continue to update Public
A sold D+. The management of this place does not spend money on anything it isn't requires to by law. The automatic 20% tip in the restaurant ensures minimal level of service. At least they tell you the tip is automatic, so you don't accidently tip 40%. It was probably a nice hotel at some point in it's past but that is in the distant past. Charge for everything, including an early check-in. The place just isn't clean. The hall carpet needs major help. The elevator floors are a mess. The room was okay other than the massave hair ball in my toilet. Yes, I didn't make that up. Management is just trying to milk as much money out of this place with as little investment as possible. If anyone in management reads this, I am sure they would agree but would never admit it. If you need a place to stay close to the airport you could stay here or better yet choose one of the other hotels on the same street. It is just not worth the reward points or the free airport shuttle. In short , pick a different hotel.
They took 1400 dollars from me and refused to give me a room. I’ve recently booked a room from Sheraton Gateway Los Angeles Hotel for my family, and the booking date lasts from 7/14/2024 to 7/19/2024. I have made full payment ($1.4K full amount) upfront through Expedia in advance for 5 nights, and due to some travel issues, my family could not make it on the first date of check-in on 7/14. I thought a one-day delay in check-in was reasonable so I called the hotel front desk regarding the rearrangement of the check-in date but the front desk REFUSED to let me check in within the booking period. Their attitude was rude and unprofessional from the moment they picked up the call. They told me all the rooms were sold out and CANCELED my booking without any notifications. I have paid and I did not get any room within my booking period. This is utterly ridiculous. How could a hotel cancel a booking from a guest who paid the full amount and refuse to rearrange or refund within the booking period? Basically, I got kicked out by the hotel and lost all my money from the booking. Now my family has no place to stay and we have to cancel all other plans. This is a serious issue, and the money is not a small deal for a newly graduated college student. For a hotel like that, I would definitely consider taking legal action if the hotel does not refund for their poor management.
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