Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I respectfully ask for a prompt investigation into this matter and an appropriate response addressing. this serious concern regarding an extremely unpleasant experience my family and I encountered during our recent stay at your property on the night of June 21, 2025. I, along with my wife and two young daughters, were guests at your hotel for one night. On the afternoon of June 22, I returned to our room while my wife and children went out shopping. Upon their return, they were denied access to our room by your front desk staff, despite clearly identifying themselves and requesting a verification call to me in the room.****, from your front desk, falsely claimed to have called the room phonewhich never rangand gave my wife and daughters unwarranted attitude, treating them as if they were trespassing. My wife attempted to reach me via my cell phone, which I answered on 2nd attempts, but at no point was the room phone used for proper verification, despite it being standard and simple protocol.This is deeply troubling, especially considering that a mother and her two young daughters were left feeling humiliated and stranded in the hotel lobby with no assistance or courtesy. I request to verify the sequence of events and provide an explanation for this unacceptable *********** a longtime Marriott Bonvoy guest, I expected much higher standards of professionalism and basic courtesy. Why the room phone was not used to verify my wifes identity, despite her request.Why the staff, especially ****, responded with such dismissive and accusatory behavior toward registered guests.What steps Sheraton Grand Los Angeles will take to ensure such an experience does not happen to another family again I look forward to hearing back from hotel management within a reasonable timeframe. We were nothing but polite upon our check-ins. I am not understanding why discrimination is warranted towards by my wife and daughters

  Business Response

  Date: 06/30/2025

  Hello,

  Greetings from Sheraton Grand Los Angeles.

  We would like to explain that our General Manager is working directly with the guest regarding his concern.

  In brief, while the Front Desk agent followed the hotel policy to protect the guest's privacy, since the guest wifes name was not on the reservation, and the agent could not issue her a key without the consent of the registered guest, yet they could have handled the situation better in assisting his wife get to the room and helping her when she was upset.

  Hope this clarifies the circumstances of this unfortunate incident.

  Thank you,

   

• Initial Complaint

  Date:09/06/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband and I checked into Sheraton Grand LA on the 23rd Aug. Everything is fine until the day of checking out on the 25th Aug. My husband work bag never leave the room. He hid his wallet with $550 Singapore dollars in the bag as he knew he wont need the money the whole stay. As for me, the only time I left my wristlet with around $350 usd in the room is the day of check out, knowing no one will need to come in to clean the room. From 8-10am, we went downstairs to have breakfast. And around ***** we checked out. Around 11am, I need to pay for my petrol, I cannot find my wristlet. Thinking I might have placed it on my luggages, i open all my luggages, but to no avail. I have a credit card that is in that wristlet too. When we reached *****, when we are about to check in into our hotel. My husband realised his credit card is missing too. And all his cash in his wallet is gone as well. We knew the thief has time to go through his wallet as all the cards are in the wrong compartment of the wallet. For example his condo access card which he always place in the upper compartment (so he can scan in ease) was found in the compartment behind all his other cards. We rang the hotel and informed them about it. But took them around 4 days to get back to us. And they told us that there is no cameras on guestroom levels. There is nothing they can do. And ask us to wait to be contacted by Marriott ************ to further address this matter.

• Initial Complaint

  Date:05/17/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I checked into Sheraton *****************************************, Room 1721, on April 21. On the 25th, I found a very disgusting stain on an unused towel and complained to the front desk staff when I checked out. And I am very worried about my health and hygiene during my stay in the hotel. But in the end the hotel did not give any solution to the problem, through the hotel booking platform to respond, but the business did not pay any attention. Including a bottle of Dior perfume left in the hotel, which I'm pretty sure I left behind, but the hotel refused to admit it. These actions are egregious.