General Policies & Fine Print
Customer Ratings & Reviews
TripAdvisor Traveler Rating1841 reviews
Our Favorite Place
Our visit was just for one night, but it was the best night of our trip. Everyone was kind from check-in to check-out. We had the chance to visit their hot tub, which was well maintained and the perfect temperature. The products they have for guests are top quality. We ordered a late night dinner from their in-house restaurant and grabbed coffee from the Starbucks in the lobby before checking-out. Our family will definitely return here in the future.
Expect 45 minute wait for Airport Shuttle.
Terrible due to lack of a regular airport shuttle. They only have 1 airport shuttle running all day which means it is always packed and only runs every 30-45 minutes. When I asked the front desk why the shuttle is always delayed, the agent said it was a complimentary service and therefore I should be grateful there is one at all. If their website advertises a shuttle as part of the amenities then it is part of the reason I chose the hotel. For a Marriott property I expect more. I have stayed here 6 times and this is my last time.
Very uncomfortable beds
I stayed prior to next day flight. Bed was very soft and pillows were made of lumpy bits of foam. Very uncomfortable and very poor sleep. Also, when we checked in, there was food left in the mini fridge from the previous guests. Disgusting. I would not stay here again.
Great hotel experience but awful follow-up to a query
Layover due to a missed flight. We arrived after midnight, smooth check in. Hotel was great for the night and breakfast was good, both paid with an airline voucher. Whilst the hotel was great, after my return home, I found that my credit card had been charged. I have sent numerous emails, filled in the "contact us" on websites, sent messages on their facebook page and the Marriott Bonvoy page but continually get redirected to dead ends. I have been trying to contact them for months but to no avail. Writing a review here is a last resort as I'd prefer to sort it out privately. Why is there no one willing to look into it?
Disgusting!!! I had to go to this hotel for layovers, and I would not recommend you not to spend your money in this dirty place!!! I stayed because American Airlines made a mistake with my connection flight. I walked in the shower, and I had 2 dozen flies in the bathroom. I asked to speak to the front desk manager, Monica, and she never came to speak with me. She decided to send the front desk agent to talk with me. Do you call this customer service? This happened after I waited more than one hour at the airport for the shuttle that never came. This happened at the Sheraton Gateway Los Angeles