Sheraton Cerritos Hotel — Hotel in Cerritos

// POOR CUSTOMER SERVICE ALL AROUND!!

A big group (nearly 70) of stayed at the Sheraton (Cerritos, CA) location from 10/10 to 10/13 for our High School reunion. We had participants from all over US, Canada, & Bangladesh attending this 3 daylong event in beautiful LA area. However, our experience at this hotel and with their crews were VERY POOR! I will list down the things they did with our group.  I checked into my room and noticed bathroom lock doesn't work and they were sorta reluctant to give me another room on the same floor initially  Breakfast had largely PORK items even though they knew ALL of our attendees can’t eat pork; so, when I requested to speak to someone about it, chef came out and his exact words were “you guys are on a discounted room rate, what did you expect for breakfast item?” We DID NOT get any super duper pricing…we checked and rates were about the same without any contracts. For the chef to have this tone and attitude was totally unacceptable. So we did NOT eat at the hotel for the next 2 days and went elsewhere to grab breakfast!  Guests had a specific link for room reservation and a few days that link did NOT work and guests were forced to get room without discounted rate and they refused to credit us for their errors! We had to reserve certain #of rooms for the whole event and even though their reservation link did NOT work, they penalized us for not meeting the room criteria where as WE DID!!  Our main event was on Saturday Night (10/12/24) and we reserved a ball room for 150 guests that we PAID for. It was agreed by the hotel management that we will have access to the ballroom 2/3 hours early to set up for our event BUT they did NOT turn on the Air Condition on for the next 2.5 hours!! I was dealing with a guy named “Humberto” and he kept on telling us for 2 hours that he is looking into this and turned out he did NOT even turn on the AC and the whole time, he was just dodging us!! Room was hot and humid but he kept on lying about it until another helpful lady came and said “they did not even turn on the AC for you!!”  Humberto kept on insisting us to set up our registration counter to HIS liking coz there was another event taking place right across the ballroom from us, and clearly he was all in favor of that even and was being SUPER NOT HELPFUL towards us at all. He wanted our 100+ guests to go through the backdoor to the parking lot and then come to our event! He put a divider between our event and the other event except he gave 70% hallway space to the other event and we could barely stand on our side for managing our registration booth. After I literally moved the divider to the middle and threated to make a noise, he finally backed off!!  He also made a comment “Why don’t you guys start your program 30 minutes late (!!!) so that the other party have time to do their thing!! Wow…then if that wasn’t enough, he made a RUDE comment “I’m suggesting this because what if people from your crowd go to the open bar and start drinking!!” That is an outright INSULT!! He was trying to accuse our 100 plus NON-Drinking guests that they will go get free drinks at the bar…and the bar was set up ON our side of the ballroom for their conveniences!!!  Lastly, we had the ballroom reserved from 6pm to Midnight and they shut down the light at 11:35 when we were still in the middle of the program and we did NOT get to wrap up the event. This caused a LOT of commotions among members and elderly participants that travelled from out of country for this event only.  We the organizers have tried to talk to Heidi & Stacie for last 2 weeks and not once they said they were sorry for the poooooooor treatment. Instead of holding their employees accountable, they were adamant on defending them repeatedly! If you are thinking of a group event/wedding at this hotel, BE AWARE!!! Their customer service is...

Poor check in experience - took 30 minutes or longer for check in around midnight. Part due to the clerk, more due to having to park very far away and most hotel doors being closed due to construction. Property was also a bit dusty, but room seemed clean and nobody warned me that I would need to wake up very early, so I still checked in.

Room was 2 doubles (always req king - queens not bad, but double beds?)

After finally falling asleep in less than comfortable small bed, was awakened before 7am (I thing clock said 6:38) by jackhammer. The sound stopped shortly after until around 7am, but I was up at that point. Also very dusty due to construction. An overall sleepless night. I did have breakfast buffet and dining area was clean and food and service were awesome.

I have stayed here before and a lady who I believe is a supervisor or senior person at front desk assisted me at check out. First she offered me "something from their Cafe" which I declined as I just ate breakfast. She offered me 5,000 bonus points. Being that I was more used to SPG Rewards than new Marriott program, and she may have been also, I said "so at least I can use them to get a future night at one of your properties" and she agreed.

It turns out that 5000 points is far from enough to make up for a night with little sleep and a very unexpected wake up before 7:00 am. SPG Gold Elite services offered 10,000 total instead, but a night at a similar property is 35,000 points so I still declined. I was promised that my complaint would be escalated, but here it almost a month later and after 3 total calls to SPG, no email or return call despite being told that my complaint would be escalated and I would receive a call within 2 business days each time.

5 or even 10 thousand points equal less than 1/3 of the cost of that room and are not worth having wasted money and a night of my trip without being able to get rested. Any reasonably managed hotel would have warned of the noise to come early in morning. Per front desk they should not have started before 7:00 - is that really reasonable?????. Even if reservations did not warn me, which they did not, then front desk should have warned anyone checking in.

This was my worst ever experience from an SPG property. Just as bad, I have waited for more than 3 weeks to post this review as I was promised a call back "within 48 hours" 3 times by Marriott Elite Member services. They have not called or emailed me - no missed calls or messages either. After 4 calls to resolve this and no response, I believe that Marriott really does not care about guest experiences.

While nobody from Marriott guest svcs ever did call me, Kent, the Hotel Manager, did reply to a review I posted on Trip Advisor. He explained that they were never notified about any issue by either "Elite Services" or suest svcs. He also shared that they will be under construction for quite some time, but have made sure that work crews do not start until 9am.

He was very professional and also did credit me enough points to make up for the nights stay. Kent remembered having that issue with the early construction start and he was very professional understanding during our call and I am happy with...

This review is solely regarding the customer service we experienced at the front desk and is in no reflection of the rooms at this hotel.

My sister and I were traveling to see family and had arrived at the hotel around 12:20am. We had a room booked here a month in advance and had checked in online on our way to the hotel. When we arrived we were "greeted" by the person at the front desk, Steve, with a very cold "we are all booked." We initially thought he was joking around but we quickly realized by his cold demeanor that we weren't going to get a room that night. We told him the situation of us booking this room a month prior, he told us as he checked his computer "it says you booked at 12:04am." This confused us - We had told him we checked in at that time but reiterated that we booked a month ago, even showing the confirmation number. Even with that, this was met with a constant dismissal saying the rooms were all booked and that "it says you booked at 12:04am." The incessant unhelpfulness and coldness after a long flight paired with it being midnight was absolutely upsetting and jarring. The only "help" he could provide for us was saying "to call reservations" and nothing more. We called reservations to rebook us while also putting in a complaint towards this person, reservations told us that he was actually supposed to help rebook us which did not happen.

We ultimately were able to stay with family for the night as nearby locations were booked. Before we left, I went up to Steve at the front desk one last time. I told him I was disappointed that this was how we were treated, for two women especially, at this late hour and to be turned away without any care or intent to help. I asked for his name to report in our complaint and we left. As we were leaving, Steve ran after us saying "Hey so we have a cancellation for a room do you want it?" My sister asked what type of room. He said a king bed but we declined as 1) that's not what we had initially booked (booked two Queen beds) and 2) the whole experience left a bad taste in our mouths that we felt uncomfortable with the thought of staying there. It also did not sit well with us that he had come back to us with a room that magically was cancelled at 1am after I asked for his name.

A person books a room in advance with the assurance that they will receive that room. The fact that this hotel could not guarantee that for us and didn't provide any additional assistance at the front desk to help rebook is the reason I will tell others interested in booking at this location to...