Nice hotel with a beautiful lobby and good sized room and bathroom!
Lots of restaurants nearby. My in laws had access to the lounge and their food selection was very nice.
Unfortunately we didn’t get to use the pool or their amenities but our family enjoyed our stay.
We're delighted that you and your family enjoyed your stay and appreciated the hotel's features. It's great to hear your in-laws had a pleasant time with the lounge access. Thank you for your review and we hope you have the opportunity to explore our pool and other amenities on your next visit.
Our family booked a hotel for 4 days through Agoda (including wifi and breakfast). When checking in, the receptionist instructed us to go down to the reception tomorrow morning to receive a breakfast voucher. However, when we went down to receive the voucher in the morning, Mr. Paolo Dimailig refused to give us the breakfast voucher with an unfriendly attitude despite our explanation that we booked through Agoda with breakfast included. The breakfast was also not good with few choices and the fruit (melon) was rotten and had a fermented taste. We thought the service and attitude here were not good and seemed to be discriminatory.
We're disheartened to hear about the challenges you encountered during your stay. It's important to us that every guest feels welcomed and valued, and we deeply apologize if you felt otherwise. We take your feedback seriously and will address these concerns with our team to prevent similar experiences in the future. Regarding the breakfast voucher confusion and the quality of breakfast, we apologize for the inconvenience and disappointment. We strive to provide delicious and varied options for all our guests, and your comments will be reviewed internally for improvement. We'd sincerely appreciate the opportunity to welcome you back and regain your trust.
Excellent and elegant hotel. The suite we booked came with club lounge access and was able to get basic breakfast food/drinks. In the late afternoon, there were few hot appetizer items. The rest of the time are little snack items like gardettos and fruits, sodas and water. The rooms are clean and spacious, the cleaning staff does a good job. The front desk staff are great as well and offered my kids some cookies. Gym was well equipped.
The suite has a bedroom and the living area has a couch that converts into a bed. Two refrigerators and a sink. Plenty of storage spaces. there is a huge bathroom that connects to the master and a separate half bathroom in the living area.
Thank you for taking the time to share your experience! We're delighted to hear that you had an excellent family trip with us at Sheraton Los Angeles San Gabriel. It's wonderful that you enjoyed the elegance of our accommodations and the convenience of the club lounge access. We're glad you found the suite spacious, clean, and well-equipped, and that our team made you and your kids feel welcome with their friendly gestures. Your feedback about the amenities and the service is greatly appreciated, and we hope to welcome you and your family back for another fantastic stay soon!
I don’t like Sheraton but this hotel is a little bit different. The decoration is still old money but the room and location makes it worth it. It is located in central area of San Gabriel where you can walk to tons of authentic Chinese restaurants if you like Chinese food. The room space and quality is above average. I used suite night award so I can get the biggest suite in the hotel. They also have a small pool.
Ryan, we are happy to hear we exceeded your expectations with our spacious accommodations and ideal location. We appreciate your helpful feedback. We would love to host you again soon here at Sheraton Los Angeles San Gabriel and share another five-star experience.
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. I had called the hotel prior to arrival and advised of 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 the 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 says 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 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 as 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 located 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 laying 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 ran terribly, and management / front desk are clueless.
Thank you for taking the time to provide such detailed feedback about your recent stay. Please accept our sincerest apologies for the numerous issues you encountered, which are far from the high standard of service and hospitality we strive to offer. We are particularly concerned about the miscommunication and inconvenience you experienced. This situation should have been handled more seamlessly, and we regret that it caused you frustration and inconvenience. We also understand your comments regarding the limited dining options and the need for more variety, especially during the afternoon hours. We will review our current offerings and operational hours to ensure that we are meeting the diverse needs and preferences of all our guests. The issues you mentioned with housekeeping are unacceptable, and we will be addressing these with our team to ensure that our standards are consistently met in every aspect of our service. We truly value your business and would like to assure you that we will use your feedback as an opportunity to improve. We hope that you will consider giving us another chance in the future to restore your faith in our property and provide you with the high-quality experience you expect and deserve from our Brand.
