Sheraton Los Angeles San Gabriel

After a long trip, Juan Carlos’s warm welcome made a real difference. He was friendly, patient, and efficient at the front desk, and check-in went quickly and smoothly. Wonderful service, and thanks for the great hospitality!

The club lounge was the weak spot. Breakfast was adequate, and the happy hour food was frozen pizza and some crudités, which was actually sad. Still, the hotel is a winner despite the club food. I’m glad I took a chance when my usual LA property wasn’t available. It’s walkable to fantastic restaurants and tea shops, and the hotel is well decorated and maintained. Staff were helpful without hovering. My club-floor room seemed new and worked well for business, with good desk space and plenty of USB and regular outlets. It was also very quiet, even with neighbors on both sides.

The place usually feels zen to me. It’s quiet, parking is easy, the staff are efficient, and the rooms are clean and well appointed, which is why it’s one of my favorite hotels in SoCal. But on my recent stay, I’d run out of toothpaste and went to the front desk. They used to give it out in a little ketchup-style packet. This time I was directed to the vending machine, where a dental kit cost $5. These used to be complimentary, so I was really disappointed and took a star off.

At 1 a.m. I checked in at Sheraton San Gabriel and waited more than 10 minutes with nobody at the front desk. The room I got had a terrible stench, so I reported it to Simon at the desk. He offered no help or advice. He said all rooms were booked, housekeeping wouldn’t be available until morning, and I could either forfeit my stay without a refund or put up with the room until the next day. I asked for a vacuum or air freshener, but he said they were with housekeeping and he couldn’t access them. The manager wasn’t around when I asked to speak to one. After paying in full, who wants to move to another hotel because their room is unbearable? He was basically asking me to leave without a refund. This is the bad experience you can expect as a gold elite member. There was no basic respect or kindness from the front desk.