Sheraton Gateway Los Angeles Hotel — Hotel in Los Angeles

BE WARY OF CHARGES AT COSTERO RESTAURANT. This was booked by me for my elderly parents so as they could have a night of rest prior to an early flight (I was not with them). They arrived and went to the Costero restaurant on site tonight 10/23/23 around 7pm. My mom called me in a panic that the server mistakenly charged her $986.66 when her actual bill was $53.66. We both checked the account and the charge had already been run. When the bill was dropped off again, the 53.66 charge receipt was on top and it was not until my mom gathered her card and saw that the 986.66 charge receipt was behind the initial receipt. The server then stated that he threw out the receipt with the 986.66 charge when my mom asked for that receipt so as to show the bank. I worked in restaurants for many years and when such an error occurred with billing, the patron is entitled to any and all receipts and documentation of the error, period. I also find is incredibly odd as to the amounts ... 986.66 and 53.66 are insanely different costs .. a large party charge for a couple?! This incident was suspicions and the server's behavior and attitude was highly unprofessional. A manager then spoke with my parents who also stated that the receipt for the higher charge was not available and initially offered no documentation until my mom asked him to write a statement on the other receipt as to the error. The manager, Alex, was then helpful and wrote a statement as to the erroneous charge so at the very least this can be presented to the bank if need be. I also spoke with Alex who was professional . I truly am disappointed by how they were treated. This is a hotel chain and area that is supposed to pride itself on it's excellent service and none of this is apparent per this situation. To stress a patrol to this level is beyond reprehensible. Additionally, if you have worked in the restaurant industry, you are likely aware that the computer and billing systems they use are able to be manipulated by workers who are able to pocket cash in such 'errors.' I am asking that an audit or investigation is conducted by HR or supervisors regarding the incident as again, the employee's conduct is very suspicious in first, making such an error for a large difference of sums and secondly, for 'throwing away' the initial receipt which the patron is entitled to have to dispute the charge with their bank if necessary.

I then called the Sheraton Gateway at 7:54pm and asked to speak with a manager and front desk manager, Coco, answered. As I was explaining the situation, she continually interrupted me for the name on the reservation and then I gave her the name. She placed me on a hold and transferred me back to Alex at the restaurant without informing me she was doing so. I further spoke with Alex and he stated the server's name was Edwin; he is usually a bartender and not a regular server.

I then asked to be transferred back to Coco , waited several minutes, dead line, no answer. I called front desk again at 8:03pm asked to speak with Coco, they said hold, and it was transferred back to Costero restaurant. at 8:07pm I called a third time, then the operator stated she would take down my information for a call back from Coco. I informed her that I was already trasnferred back to the restaurant several times and in Central time zone ahead by 2 hours. She insisted that I either hold or provide call back information. I then asked for the general email line for Sheraton Gateway which she kept stating to please hold. I asked her why I would need to be placed on hold when simply asking for the general email line she just kept repeating please hold. She then stated there is no general email line...is this true Sheraton Gateway?

Needless to say, the customer service is not at all the industry standard here. Placed on multiple holds, a front desk manager (Coco) who refuses to speak with patrons during difficult situations, suspicious rushed charges of several hundred dollars and thrown out receipts...must be the standard for...

Let me start off by saying that I am truly disgusted and disappointed with this hotel. I hold the Marriott in such high standards and I can’t believe that I experience what I went through. I checked in through my company on November 18 the next day someone came into my room and clean my room and I had a shirt missing. I try not to accuse anyone of stealing because I know what it’s like to work in housekeeping, but the rules are that you are not allowed to touch guest personal belongings, you are only able to clean a space that is free of their personal items…. I had a black polo shirt on my bed in my pink suitcase that I brought along with me for work. When I got back to my room I noticed that the room have been clean which I did not ask for. Also, my shirt was missing. I thought I lost my mind and I said well. Let me check under the bed because maybe it fell…. But it didn’t! I did not take a plane to my destination therefore, there was no way that it can be lost via TSA due to me traveling via ride-share. I am used to staying in a hotel where they have do not disturb signs in every room. So I called the hotel front desk and asked about the sign. They said that they were going to bring me one and they never did. The following day when I got back from orientation, I went to the front and asked for the privacy sign . It took about 10 to 15 minutes in order for me to receive one from staff members. Once I got back to my room, I noticed that my shirt was missing on top of that when I put the do not disturb sign on my door,housekeeping tried to enter my room when I was in the shower. I literally almost slipped and fell getting out of the shower to tell them I do not need housekeeping and that I have the sign on the door ! Whenever there is a do not disturb sign or privacy, sign housekeeping is not supposed to enter unless told to do so by the guest …On my extended stay which I paid out of my own money and it wasn’t paid for through my company I decided to do laundry and when I came down to the third floor to where the guest laundry service is located, I became nauseated when I open the door because the laundry room was filthy. There was mildew and brown stain, dripping from the washer!!!! I took a pictures of how disgusting it was. I literally spent about 15 to 20 minutes cleaning out the entire wash Room with my personal antibacterial wipes and a travel size Lysol spray that I had. The Laundry services are very expensive. It’s four dollars to dry and four dollars to wash. It was late and very few laundry room locations were open around the area so, I had to go to work the next day. Therefore,I had to wash my clothes my clothes smelled of mildew when they came out of the dryer…. I did make a complaint to the front desk about the situation. They told me they will let management know. I also called guest services Through Marriott and was told that I would receive a $25 credit within several business days. I just called to do a follow up and they told me that the hotel was not willing to “compensate” me .Little did I know there was a case number that was created and it stated that I would receive the compensation for $25 within 30 days, at this point, I would never stay at the Sheraton gateway again, but due to my employer, we do not get to pick where the hotel is going to be. It appeared to be a nice hotel and I was very excited during my arrival but if I would have known the situation, I would have definitely took a different assignment somewhere else.Housekeeping needs to do a better job at respecting one’s privacy and not touching peoples personal belongings. Also Maintenance or whoever is in charge of keeping the washroom clean needs to clean the washers regularly. This is how you get infections. I have rashes on my lower leg that I’ve never had before, and I had to rewash all of my clothing once I...

As a Mariott Ambassador Elite member, I usually stay at the Los Angeles Airport Marriot for business travel.  I average approximately 250 nights a year there and have been doing so for the past four years.  I have stayed at the Westin Los Angeles Airport a few times, but never at the Sheraton Gateway Los Angeles Hotel.  So, I thought I would try it out.  I booked reservations for three weeks in October 2025.  I am sharing my experience after staying two weeks at the Sheraton Gateway Los Angeles Hotel in several different rooms. ||||STAFF: My interaction with the Front Desk, bar and restaurant staff was positive as staff were polite and professional.||||PARKING AND WI-FI: Self-parking, located approximately 70 steps from the back of the hotel, is $24/day including tax.  This is a good price as the nearby Marriott, Hilton and Westin charge $70/day for self-parking. There was a strong Wi-Fi signal throughout the property with no issues with weak signal or drops.||||ROOMS: The entry door to the rooms was lightweight compared to other hotels and did not have an auto-close mechanism.  Noise from hallways was easily heard through the door.  The walls and ceilings appeared to be thin because I heard people walking above me and conversations from the room next to me.  On two occasions I had to change rooms because of noise from adjoining rooms.  One of my rooms had numerous cup/glass stains on the furniture and a dirty refrigerator.   The furniture in all of my rooms was worn and, in some areas, damaged.  Some USB ports located on the furniture were broken.  On another occasion when I was unpacking in room 1502, I found urine in the toilet bowl and stains on the rim of the bowl.  That experience confirmed my decision not to stay at the Sheraton Gateway LAX again.||                   ||ICE MACHINES: The space where the vending machines are located has a microwave for guest use.  One evening, I believed someone microwaved fish and the smell was throughout the hallway.||||ELEVATORS: Well-worn with damaged carpet.  At different times when I used them, I smelled cigarette smoke, marijuana or body odor.||||FOOD & BEVERAGE: Numerous television screens throughout the bar area and a huge Las Vegas casino style screen mounted high on one of the walls.  I enjoyed watching the baseball playoffs on the large screen.  The hotel does not offer room service, but you can order food to go.  The bar in the lobby is surrounded by chairs and tables.  If you are sitting at the bar, you're at the bar.  If you are sitting at a table 15 feet away, you are at the restaurant.  For the bar and restaurant, whether you order one drink or a full meal, everything has a mandatory 20% tip added to the bill.  There is a second, enclosed restaurant next to the bar area, but it only serves breakfast.  The Sheraton Club also offers breakfast Monday-Friday.||||SHERATON CLUB (Sheraton's version of M Club):  As a Marriott Ambassador Elite member, this was both a surprise and disappointment.  Unlike the nearby Marriott and Westin, the Sheraton Club has no bar service (including beer and wine) or hot food offerings in the evening.  I walked in and saw a table with a large jar of trail mix and a large jar of pretzels—that was it.  I saw several guests walk in, look around, and leave.  The Sheraton Club does serve breakfast starting at 6:30AM, but only Monday through Friday.||||Overall, I had a very disappointing stay at the Sheraton Gateway LAX.  I sent an email to the General Manager about my experience, but he did not respond.  As a business traveler, I place quiet and cleanliness above everything else when staying at hotels.  I canceled my reservation for the third week at the Sheraton Gateway LAX and returned to the Los Angeles...