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“Great Customer Service” 5 of 5 stars
Review of Sheraton Los Angeles Downtown Hotel

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Sheraton Los Angeles Downtown Hotel
3.5 of 5 Hotel   |   711 South Hope Street, Los Angeles, CA 90017 (Downtown)   |  
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Ranked #111 of 322 hotels in Los Angeles
Temecula, California, USA
1 review
1 helpful vote 1 helpful vote
“Great Customer Service”
5 of 5 stars Reviewed October 15, 2013

Arrived at the front desk a few hours ago to find out that I had incorrectly made reservations for tomorrow night and the hotel was "full". Gustavo could see the look of desperation in my face and went back to talk to the manager on duty. In short, all good, honored rate and pulled in reservation for this evening. Now that is a great response. Gustavo also sorted me with some quick tips for visiting USC. So nice to be pleasantly surprised.

  • Stayed October 2013, traveled on business
    • 5 of 5 stars Value
    • 5 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Sheraton_LA_Downtown, General Manager at Sheraton Los Angeles Downtown Hotel, responded to this review, October 16, 2013
Thank you for sharing your experince and providing Gustavo with a "shout out." Our associates are truly caring and try to amke things right when they can. It is good to read that we were able to exceed your expectations and deliver on a great experience. Thank you for sharing with fellow TripAdvisor fans. Remain well and travel safe! Jonathan Litvack, General Manager
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794 people have reviewed this hotel

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Rating summary
  • Location
    4 of 5 stars
  • Sleep Quality
    4 of 5 stars
  • Rooms
    3.5 of 5 stars
  • Service
    4 of 5 stars
  • Value
    3.5 of 5 stars
  • Cleanliness
    4 of 5 stars
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Eugene, Oregon, United States
Contributor
17 reviews 17 reviews
5 hotel reviews
Reviews in 9 cities Reviews in 9 cities
7 helpful votes 7 helpful votes
2 of 5 stars Reviewed October 15, 2013

OK, I'm being rude to Motel 6's, but we all know the Motel 6 experience. Well, the Sheraton in L.A. was about the same. It started with our room not being ready because the people who were in our room didn't check out when they were supposed to (even allowing for their Platinum status they overstayed their time). So we were given another room, but we weren't given an equivalent room. We were downgraded. Several floors lower, by an elevator (literally it was next door) and no view. We originally had a great view of the downtown, away from the elevator and high hopes for the experience. But the experience (or poor experience) didn't end there. The room was overall filthy. It was cleaned, but there was a run-down quality to the room and years of filth which were never cleaned (It was a bit scary to see how dark with grime the bathroom door was). To top it off, when we were asked about our stay, and my wife started to say it wasn't a very clean room, the hotel rep immediately ignored her comments, cut her off and changed the subject. To thank us, she charged the room, handed the card back to my wife saying it was declined, then insisted on another card which she ran. In the end, the card was never declined so for our terrible experience, we payed twice. Thanks Hotel Sheraton! From now on, the Hilton hotels get all our business. They were awesome and overly helpful on our other stops in L.A. on the same trip.

Room Tip: Don't book here. Its not worth it. There are better hotels, including a Motel 6 you can stay at.
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  • Stayed October 2013, traveled as a couple
    • 1 of 5 stars Value
    • 4 of 5 stars Location
    • 2 of 5 stars Sleep Quality
    • 2 of 5 stars Rooms
    • 1 of 5 stars Cleanliness
    • 1 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Sheraton_LA_Downtown, General Manager at Sheraton Los Angeles Downtown Hotel, responded to this review, October 16, 2013
I apologize for the difficulties you experienced during your recent stay. Despite our best efforts to plan for your arrival, it is clear we missed the mark. In addition and while I trust we remedied the double billing, I am sorry it occurred as it is not typical. I will certainly take your feedback and look for ways to improve going forward. In the meantime, you have my sincere apology and hope that you may visit us again in the future. If I can be of further service, please do not hesitate to contact me directly. Remain well, Jonathan Litvack, General Manager
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San Francisco, California
Reviewer
3 reviews 3 reviews
3 hotel reviews
Reviews in 3 cities Reviews in 3 cities
2 helpful votes 2 helpful votes
4 of 5 stars Reviewed October 14, 2013 via mobile

Been staying at this hotel for five years for bisiness and service is exceptional. From front desk staff, Maricor, Linda, Victor and valet Luis, Maria and Jorge. Club room and rooms are clean. Good restaurants all around and my business contacts nearby.

  • Stayed August 2013
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Sheraton_LA_Downtown, General Manager at Sheraton Los Angeles Downtown Hotel, responded to this review, October 16, 2013
Thank you for the shout out to so many of our associates. We truly stand behind the service we provide and are pleased to read that your experience was exceptional. We look forward to your return in the near future. Until then, travel safe. Jonathan Litvack, General Manager
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Hertfordshire
Senior Contributor
25 reviews 25 reviews
8 hotel reviews
Reviews in 17 cities Reviews in 17 cities
23 helpful votes 23 helpful votes
4 of 5 stars Reviewed October 10, 2013

We stayed at the Sheraton twice, at the beginning and end of a tour of the western states.
The room on our first night was very good, tea and coffee making facilities in the room, a king size bed, with pillow service, and an ironing board and iron. The room was on the 7th floor. We arrived too late to make use of the locality around the hotel, but the staff were very helpful.
Our friends who dropped us off, parked their car and were given a free pass to leave the car park.
Our second stay was not so good. Our room was on the 23rd floor. The room 2323 was tired, with stained carpets and the bathroom needed some repair work. However, we were at the end of the corridor and had twin aspect windows with extensive views over the rooftops of LA.
As our stays were short, we did not make use of the hotel's facilities.

  • Stayed October 2013, traveled with friends
    • 3 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 3 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Sheraton_LA_Downtown, General Manager at Sheraton Los Angeles Downtown Hotel, responded to this review, October 16, 2013
Thank you for noting within your title, that our location is perfect for anyone staying within the downtown area. We are looking forward to our upcoming guestroom transformation and in the meantime, remain committed to providing ecellent service. We look forward to welcoming you back on your next visit. Until then, remain well. Jonathan Litvack, General Manager
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Geelong, Australia
Senior Contributor
22 reviews 22 reviews
10 hotel reviews
Reviews in 14 cities Reviews in 14 cities
13 helpful votes 13 helpful votes
5 of 5 stars Reviewed October 9, 2013 via mobile

We stayed here at the beginning and end of a tour. The first night our room was fresh and looked newly renovated. When we returned for two nights we got another room that was really tired, including a large crack in the hand basin.
That is the end of the negatives though! After reading some reviews we were worried about the hotel, however we found the staff to be really friendly and helpful. Nothing was too much trouble. Our excess luggage was held for the week while we were on our tour, advice was freely available on transport and nearby shopping. Breakfast was good and wifi was fast even if it was only free in the lobby.
The rooms were older and the second tired, however they were really clean and the beds and pillows the most comfortable in our 6 weeks travels.
Having a Macy's and a post office joined to the hotel and a Starbucks in the lobby was really convenient too! We walked around the nearby streets during the day and felt quite safe. The hotel was opposite a metro station too!
In all a great reasonably priced hotel!

Stayed September 2013, traveled with friends
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Sheraton_LA_Downtown, General Manager at Sheraton Los Angeles Downtown Hotel, responded to this review, October 16, 2013
Thank you for sharing with fellow TripAdvisor fans all that the hotel and location have to offer. Our upcoming transformation will clearly address the brief concerns you had on your second visit while our great service will remain in place throughout. Thank you for taking the time to write and we look forward to welcoming you back soon. Jonathan Litvack, General Manager
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Sao Paulo, SP
Contributor
12 reviews 12 reviews
9 hotel reviews
Reviews in 7 cities Reviews in 7 cities
16 helpful votes 16 helpful votes
4 of 5 stars Reviewed October 8, 2013 via mobile

Location is perfect. Lots of restaurants, shops and drugstores nearby. Hertz in the lobby. Car essential if one wants to get out of downtown. Lobby confused (different levels). Employees indifferent. Talking a lot between themselves ignoring guests.

  • Stayed September 2013
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 3 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Sheraton_LA_Downtown, General Manager at Sheraton Los Angeles Downtown Hotel, responded to this review, October 9, 2013
Thank you for pointing out that our location is key and in the heart of downtown Los Angeles. It is nice to read that you found it easy to get around and access all that we have to offer. That said, I apologize that our associates did not provide you with the warm welcome that we are known for; it is not typical. As for the lobby location, this will be addressed during our 2014 rejuvenation and will definitely improve upon the feel. In the meantime, we look forward to welcoming you back on a future visit. Stay well, Jonathan Litvack, General Manager
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Olalla, Washington
Reviewer
4 reviews 4 reviews
Reviews in 3 cities Reviews in 3 cities
3 of 5 stars Reviewed October 7, 2013

I recently attended a professional Medical Conference held at this hotel and felt welcomed and appropriately cared for. The conference facilities were very good; comfortable seating, adequate sound, catered lunches and dinners during the conference were tasty and nicely presented.
The hotel staff were outstanding and to be commended, from the servers and housekeepers to the receptionists and concierge. Without exception I found the staff to be kind, professional and generally helpful.
The rooms were comfortable and clean although lacked what I would consider a fairly standard provision of a mini fridge and microwave. They did provide for a quality complimentary cup of coffee or tea (self made in room) to get our day going. (for which I am grateful!)
The public transportation options were easily accessed for local exploration and adventures. There were nearby eateries that were quite good. However on Sunday it seems that nearly everything in the neighborhood was closed! Including the hotel café...which would have been good to know ahead of time in order to plan appropriately.

  • Stayed September 2013, traveled on business
    • 3 of 5 stars Value
    • 3 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Sheraton_LA_Downtown, General Manager at Sheraton Los Angeles Downtown Hotel, responded to this review, October 9, 2013
Thank you for your kind comments and sharing with fellow TripAdvisor fans that The Sheraton Los Angeles Downtown is a great place to stay. Whether you are here to play or work, our associates understand what great service is all about and our location is second to none. I apologize about the offerings on Sunday and will certainly use the feedback to improve upon what we can provide as well as how we communicate. That said, I am glad that your overall experience was very good and look forward to welcoming you back in the future. Remain well, Jonathan Litvack, General Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.

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Additional Information about Sheraton Los Angeles Downtown Hotel

Address: 711 South Hope Street, Los Angeles, CA 90017
Phone Number:
Location: United States > California > Los Angeles > Downtown
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Wheelchair access
Hotel Style:
#73 Business Hotel in Los Angeles
Price Range (Based on Average Rates): $$$
Hotel Class:3.5 star — Sheraton Los Angeles Downtown Hotel 3.5*
Official Description (provided by the hotel):
In the heart of the downtown financial district, the Sheraton Los Angeles Downtown Hotel is an inviting retreat from your hectic lifestyle. Over 40,000 square feet of transformed flexible event space ... more   less 
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Also Known As:
Sheraton Los Angeles
Los Angeles Sheraton

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