Sheraton Los Angeles San Gabriel — Hotel in San Gabriel

12th Feb 2025 Your reply to this review below as same as no reply!

Subject: Complaint Regarding Poor Service and Inadequate Response room 528

Dear Sheraton San Gabriel Management,

I am writing to formally express the way you reply me, once again disappointed.

Firstly, your reply to my review didn even name me with Marriott Bonvoy status. I am not titanium, you can check in your system. This clearly indicates that you did not take the time to properly review my profile in Marriott system or address my concerns thoughtfully. Instead, the response appeared rushed and generic, seemingly intended to let go the problems rather than genuinely resolve the issue. I think is your standard AI just to reply for the reason of reply! Again, this shows lack of professional management .

Additionally, your response did not even include your proper name or contact information, making me feel impersonal and insincere. This raises concerns about the quality of management at your property and the way guest feedback is handled. A well-managed hotel like Marriott should prioritize addressing guest complaints with care and accuracy, rather than offering vague and misleading responses.

Due to this unsatisfactory experience, I don't want to waste time and will be escalating my concerns to Marriott’s corporate management. I sincerely hope they will take appropriate action to ensure that service quality and guest relations at your property are improved. It is disappointing to see a Sheraton hotel, a brand that should uphold high standards, fail in both service and customer engagement.

I urge you to take guest feedback more seriously and implement necessary improvements in both your management approach and customer service standards. Hope to hear from your GM Wanda Chan in my email within 10 days. You should have my email.

Ps: why your housekeeping go wanting to go my room when I have a signed outside and I say 3 tomes in English and Chinese, no no ! How to trust your hotel?

Sincerely, CC , room 528 and move to 602 and may not come back or refer to all our Marriott members...

11th Feb 2025 First time being here, checked in at midnight. Was disappointed but was late so we gave in . Now I Complains: I booked very early and check in like 2 days before, so no excuse not able to give me good room as Tatanium member. Instead, gave me a handicap access bedroom! Bathroom looks like 3 stars hotels in the middle of highway....definitely not Sheraton brand standard, please see photo Bathtub? Bath soup bottom pump head drop off! Definite compare to the photos on Marriott app do not look alike at all! in the app, bathroom looks nice, shower room, no bathtub, modern.... When check into the room, I open the window no view looks inside the hotel, and windows can not be open, it was warm...luckily the aircon after 30mins works. This morning went lounge, the man was not so polite but at least he told me can go lobby floor to eat cos lounge is closed. Stop serving at 9:30am which is the earliest I have encounter for marrriot Sheraton standard! Again , when checking they say close at 10! Actually lobby close bf at 10:30! Why can't they just print all rules and opening on a A4 paper and put on table room so no arguments! Many simple benefits and titanium also not told! Not like in Taiwan, Bangkok, Chiangmai and many countries all benefits is printed on paper for us!

Anyway, now the room director they are trying to change a room for us.

Now is 6:30pm, still I don't know what is going on with my room , they only said is reserve but no one seems to know if my luggage has moved! Can I trust them? I am going back to hotel asap and settle with them! This is really, the worst Sheraton management hotel I experiance and I sure will feed back to Marriott. Oh, I forgot to comment about the breakfast : porridge congee only have 1 dish which is canned sliced vegetable and 1 bowl of green onion, croissant is baby croissant taste so awful, the oil in the croissant was bad, and potato vegetable are all cold. Coffee and hot water are...

12/25/2024 - The city of San Gabriel has only five hotels, and this hotel is the only one offering a Club Lounge access. That's the main reason I selected it again for staying to celebrate a Christmas Holiday.

I am also impressed with a quality of the guestroom, especially its bathroom that is better than almost all Marriott namesake hotels in the U.S., e.g., 1) the lights will be automatically turned on upon entering the bathroom and turned off after no one is there to save the electrical bill; 2) the bathroom wall has a nice patterned either stone or expensive tiles in comparison to a water resistant synthetic materials per Marriott standard, the former immediately makes me feel cozy and luxury feeling - watch a short video for reference.

This luxury hotel, unfortunately, does not have a hot tub while its competitor at the same Valley Blvd. offers a small 4 or 5 loader hot tub for its guests pleasure.

12/4/2022 Dining at its specialty dining restaurant (Omaniku) for a 13-course dinner is still a pleasant & memorable night. After learning the Club Lounge still does not offer a happy hour for guests since the Pandemic, in addition to lacking a hot tub, we decided not to stay there tonight.

4/29/2022 - This is a category 5 hotel opened in 2019 under the Marriott rating system, but I found the guest room is better than a newly remodel guest room at Marina del Rey Marriott, CA, which is a category 6 hotel I toured in 03/2022. The beds quality and well-designed soft lighting around bedboard and TV make you feel so relax and comfortable. Each door in the guest room let you feel a "luxury" staying at either a category 6 or 7 hotel. I sincerely wish this hotel would have a hot spa (hot tub or whirlpool), which can attract more travellers during a winter time.

It has a nice and very clean Sheraton Club Lounge in appearance with comfort seatings and arrogant tables, including a closed-door conference room, overlooking a beautiful green Courtyard with a swimming pool. The Club Lounge has been open since 06/04/2021 during the pandemic, with Club Lounge Continental Breakfast only, meaning Happy Hour is gone right after the pandemic began. In contract, the M Club in most Marriott hotels are still either closed or in a limited access stage. For example, at present, JW Marriott Los Angeles L.A. Live has not yet reopened its Executive Lounge since the pandemic began in order to save the operation cost.

It is worth mentioning that most Asian nations as well as Australia not only opened its M Club or Executive Lounge in 2021, but also have been providing far better veriety of foods, wines and liquors, as shown in one uploaded picture taken on 2/22/2022. However, it is not the Marriott Corporation's fault, but our nation's high labor and foods costs.

If you like a tasting menu, this is a hotel you need to go because a high-end fine dining fancy restaurant called Omaniku provides two omakase: Beef Tasting Course and Seafood Tasting Course. The signature seared truffle scallop is super, and its truffle butter sauce was developed for two years for its perfection.

Because of the hotel quality, the fine dining fancy restaurant and bar as well as more than 30 different Chinese variety of restaurants across the streets, if you can drive within 5 miles radius around the hotels, you will find nearly 200 restaurants, I rate the hotel as a 5 star.

Last but not least, thank Sheraton Los Angeles San Gabriel for being one of the few hotels in the nation the first to resume the Club Lounge access for Marriott Elite members during the pandemic. A variety of sliced fresh fruits quality is...

Management Definitely Needs an Overhaul. This had to be the absolute WORST stay with a Marriott property. I had 2 back-to-back reservations, one for 1 night and the 2nd for 2 nights for Breeders Cup weekend. I had called the hotel prior to arrival and advised the two reservations to be cross-referenced in order not to move rooms. Upon check in the Front Desk was clueless about this and I had to tell them again so there was no cross-reference as they made me check out the first morning and re check in as they disarmed my key. The Front Desk knows absolutely nothing about the property they work at. Upon check in I was given a parking pass for the garage and was not told directions to use it. So, I went into the garage and was told by Security that it had to be scanned. I could not back up as there were cars behind me, so the Security Guard helped. This is definitely important information that the Front Desk needs to be giving their guests. Next, all advertisements for their Lobby Bar say they open at 4:00pm and the Front Desk verified this. So, being hungry and thirsty we waited for 45 minutes till 4:00pm. Well, 4:00pm came and went and the Lobby Bar was dark and unattended obviously not open. Other people were waiting also as all information said 4:00pm opening. The Lobby Bar really does not open till 5:00pm and guests are not being told this or the advertisements are not updated. Since I was not getting answers from the Front Desk I asked for a manager, she gave me a room service menu that can be ordered from which was all Asian food options and advised that this menu can be ordered from the Lobby Bar but not till it's open. A large hotel like this needs to have these amenities available for the guests who arrive in the afternoon as check-in is 3:00pm and drink or food service not offered until 2 hours later, not a good way to run a property. So, being hungry, our only option was to walk somewhere to dine. The problem is this property is in China Town so all you have for dining options is Asian food and small cafeteria style eateries. I like Asian food this is not the problem; the issue is the property does not have any dining options that is not Asian and only available after 5:00pm. We took our business elsewhere. The room was comfortable, and this is the only thing positive I can say about this hotel. Maid service was a joke as they do not check or refill the shower amenities. The Conditioner was out so I took off the bottle from the wall and placed it on the shower floor alerting the Maids to check this and please refill. This did not happen, as when I came back to my room the container was still lying on the shower floor and not refilled. Also, never replaced the Toilet Paper. Yes, they had been in my room as the trash was emptied, bed changed, and towels replenished. Really, the Maids need to pay attention to everything, as even when it is blatantly obvious things need to be replaced, they do not, is this not their job? Never will I ever stay at this hotel again or recommend it. This hotel needs a management overhaul as it's run terribly, and management / front desk...