Rated 3 out of 5 by Destriant Less than expected
As a long-time SPG member with a life-time status, this hotel was below par in terms of other properties i've stayed at. I think what topped it off was returning to our room around midnight, after a long day around the city, only to find out that our room didnt get cleaned/turned-down for the day. This meant re-using soggy towels (the ones that werent on the floor), not having enough shampoo/bath gel, etc. It was just a terrible ending to what should be a standard SPG experience.
October 19, 2013
Rated 5 out of 5 by CS4100 Impressive accomodation and service!
Of many hotels we've stayed at, this one was by far the best! On arrival, we immediately exprienced an excellent customer service minded staff. The room was very clean to a detail. In our four (4) night stay, each and every staff person was truly ever so professional, accomodating and demonstrated utmost attention toward customer service. We can honestly say we've never experienced such great encompassaing customer service.
February 26, 2014
Rated 3 out of 5 by Amanda54 Just OK
There were problems in our room. The toilet doesn't work well and neither does the air conditioning. We were never cool enough. We would have been more comfortable if the chairs had ottomans.
The sheets were nice, as well as the devet, but the towels were old,small and thin.
A DVD player would be a nice bonus.
One night we came back after being out all day to find the room had not been serviced. There was no where to sit in the sun. The pool seemed to be shady most of the time.
February 26, 2013
Rated 3 out of 5 by kwswam Exceptional staff
Everyone we interacted with during our 5 day stay was incredible, professional courteous and helpful. Unfortunately, the hotel itself was not up to standards. Even though we were on a preferred guest floor, the room was dated, furniture was scuffed and marred and cleanliness suspect. In this day and age HDTV should be provided and the alarm clock should work. Mini fridges in rooms should also be considered especially when the restaurant is at minimum capacity.
January 10, 2014
Rated 1 out of 5 by dp67 In dire need of renovation
Run down and given a ground level room for an SPG Gold customer--- nice to know they start their leaf blowing at 7 am, that noise is almost drown out by the drone of the freeway traffic. The room safe needed the battery replace amongst other things. The breakfast buffet was OK, but the fruit was not ripe. Stay away from the uninspired restaurant serving bland and tasteless food. I stated my disappointment when I checked out more than 48 hours ago. No response from management.
February 15, 2013
Rated 3 out of 5 by 1ASKANGL Best Car Service ever!!
Historical room, aka : old looking with celebrity painting decor, exhilarating views of the Hollywood hills, and hotel pool.
But if you expect your room to be cleaned promptly you MUST IT ABUNDANTLY CLEAR..because I was expecting a clean fresh room to rest in upon return each day..and cleaning service would come in at 5p or 6p in eve. Quite inconvenience. universal city walk Great! As usual.
It was the weekend..BTW so lots of baming and slamming while your trying to rest
October 23, 2013
Rated 5 out of 5 by KitCat Sam - the front desk manager - is the best
We did not plan on going to the Universal Studios when I booked the hotel. We made our reservations 2 days in advance and this was the only Sheraton available. When we arrived, we realized how close the hotel is to the Universal Studios so we decided to give it a try. I called the front desk and talked to Sam. She was very helpful in upgrading us to the package which includes 2 tickets. She even gave us an extra breakfast voucher.
As a SPG Gold member, I felt very special. Everyone was very polite and helpful.
If I have to pick a bone or two, the parkig fee is a bit high and the Club House breakfast and appertizer selections are quite limited. The room is clean but the bathroom is small. Also, the kids miss their Cartoon Network and DIsney Channels.
Overall it is a great hotel and I am glad that I am a SPG member.
June 18, 2012
Rated 5 out of 5 by MrsFoxx The best site for our mother/daughter vacation!
This hotel was in the best location during our first visit to LA. It was convenient to everything. We were greeted every morning, afternoon, and evening with the most respectful and courteous staff I've ever encountered. Best of all was the patience of our daily event planner and concierge - Fernando. He was THE MAN. He helped me plan everyday successfully and when I was not happy he did not stop until I was satisfied! We did everything we wanted to do WITHIN our budget.
July 17, 2012
Rated 5 out of 5 by JacknPenny WOW Service
I cannot say enough great things about your Sunday afternoon concierge(I apologize I did not get his name) to the Club Lounge staff of Alisa, Jose and Albin among others. We have traveled for over 30 years and never had this great of an entire staff! We had reservations to return to the area at a different hotel later next month and I immediately changed our reservations so we can make a return visit here. Kudos to everyone there. We look forward to many return visits.
September 24, 2012
Rated 5 out of 5 by Enjoytovacation Staff and Accomodations were Excellent
This hotel had a free shuttle to Universal City Walk and Studios. What a great ammenity.
April 16, 2014
Rated 2 out of 5 by Gene64 This hotel has some two star features
Premium prices but NO POOL !!!
Visited the breakfast buffet around 8:00-8:30 AM and received cold scrambled eggs, lukewarm sausage and french toast. For the price charged for this buffet I certainly expected a hot meal.
Also tried to go green and forego maid service without checking supply of toilet paper. The half roll of cheap, single ply didn't last long for family of three and zero spare rolls in room. Be cautious here. Not a good situation in an emergency.
November 2, 2013
Rated 3 out of 5 by KathyintheOC Less Than Thrilled
Our entourage had high hopes upon arrival. The valet staff was excellent, and one of the managers personally escorted us in and checked us in. So far so good. Unfortunately, once we got to our room, things went downhill. One of the headboards was in severe disrepair, so we requested another room, which the staff quickly and efficiently arranged. Fair enough. We made our way to the Club Lounge for appetizers, only to discover an overcrowded room, disappointing selection, dirty floor, dirty tables and dirty chairs. We each took a bottled water and moved on. The bathroom in our room was very small, the shower head was spraying from the joint, and the toilet ran continuously. The beds were comfortable, but overall we felt as though we could just as easily have been in a lesser chain property. I think Sheraton can do better.
August 18, 2013
Rated 3 out of 5 by sparky Needs Repairs
Love this hotel but it needs repairs...it's a great location and the staff is nice but too many rooms need repairs and/or updating. Bathrooms small. When hotel is busy on weekends it's a zoo. Otherwise a good stay. Club level lounge is great for breakfast and appetizers at dinner time. You can upgrade to the buffet downstairs for $8.00 if you want. Would like to see them take better care of their rooms and answer the phone when guests call - even during busy times!
February 24, 2013
Rated 3 out of 5 by Glassoaks Needs a little work
The Sheraton Universal City is a good location for our trips to the Hollywood Bowl and after a bad experience two years ago I decided to give it another try but I found a few things still lacking. The valets were very attentive and efficient. The front desk has not busy and our room was ready as requested. The room was a little dated and not as clean as I would expect but I can handle it for one night. At breakfast the next morning we put the meal on the room tab. I noticed when trying to review the bill just before checkout that they had added 15% "gratuity" onto the bill in addition to the cash I left on the table. It was only a few dollars but the idea was upsetting and unfortunately I took it out on the maid and valet by reducing their tips. I'm guessing that the hotel will add their tips to my bill after reading this.
June 17, 2013
Rated 2 out of 5 by LaurenO Hotel needs updating
Elevators were very slow (waited 10 mins at one point), no clock/radio/iPod charger, clothesline broken, shower dripped
April 13, 2014
Rated 3 out of 5 by Caligirl313 Disappointed
Made reservation a couple months in advance, host hotel for Class Reunion. Requested to be near some friends. Hotel suggested that I phone back about two weeks before arrival and make the request AGAIN. So I phoned two weeks out and made the request again, for, if not adjoining rooms, at least a room near theirs on the same floor. When we arrived they said the best they could do was put us on the floor below our friends. Very disappointing. Desk Clerk offered free parking to compensate. We also phoned the operator to advise them that our room smelled like bug spray. They offered to send someone from housekeeping up to spray our room with something to take away the smell but nobody ever showed up. We left the door to our room open to the hall for an hour or so and it eventually helped enough for us to get a good nights sleep.
July 16, 2013
Rated 4 out of 5 by Mamie14 Delightful stay
We love the location of the hotel. Very convenient to go to Universal Studios Hollywood. We took the free shuttle and we were dropped off at the entrance of Universal City Walk. Room is clean and spacious and we had a nice view of the valley.
April 2, 2014
Rated 2 out of 5 by TCCG Disappointed again.
Front desk staff was great. I was once again disappointed with the cleanliness of the room as well as not having key items in the room such as washclothes and handtowels or a Do Not Disturb sign. The valet is never staffed properly to handle the amount of customers waiting...30 minutes is too long! The one person scheduled was very sweet but couldn't keep up with demand. I stay here twice a year and this is the 3rd time my stay has been very disappointing.
June 28, 2013
Rated 5 out of 5 by Eyeriskris Recognize platinum members
This is by far my favorite Sheraton! I travel a lot for work especially to LA and always choose to stay at Sheraton Universal. The staff are all friendly and as a SPG platinum member you are treated as a VIP guest. I've always been upgraded when they have a suite available and just last weekend they were kind enough to upgrade me to the Vice Presidential suite! The hotel is old but it's clean and the staff are all great! Definitely recommend this hotel!
September 19, 2013
Rated 2 out of 5 by Workweek Bathroom was dirty
The bathroom in room 410 was dirty. Counter top had water rings and hair on it at check in.
April 12, 2014
Rated 4 out of 5 by Lifesaver911 Mr. Varela
My only concern was I have stayed at other high end hotels and they have offered free internet, although with Sheraton I was a little disappointed with wanting to charge which I did not use, just used my phone when it would have been more convenient using my lap top, also the charge for parking, lastly the sheets on the bed, bottom sheet was all bundled up as if the bed wasn't made properly. Other then that everything else was great clean etc.
December 1, 2013
Rated 2 out of 5 by DisappointedMe Left a bad taste
If its one thing, I can understand and move on but this single night stay continued with missed expectations and issues.
There was previous user hair in the tub. As a gold, I had to stay on a lower level. The room was aging. In the morning, I had to wait 20 minutes for my car. The air wasn't working in the elevator.
In summary, this hotel is in the right location but falling down as a Sheraton. Set your expectations accordingly. I was disappointed.
July 25, 2013
Rated 3 out of 5 by AshC Challenging experience
Don't try to arrive near the time Universal Closes. Traffic was a beast.
Couldn't get hot water in the evening for a good shower, but in the morning it was fully functional.
Coffee bar in the lobby didn't open until 6:30am which is challenging for those from different time zones who wake up and need a cup. Was forced to visit the restaurant downstairs.
However, the valet parking was the fastest I've ever experienced anywhere. Like magic!
November 13, 2013
Rated 3 out of 5 by Guest31 Goo location but need to focus on room cleaning service
The location and over all service was good. however the quality of the rooms were just average. The bed that I had was making too much metal / spring noise and during my 4 days of stay the cleaning staffs didn't refill the lotion or soap. I had to call the room service and get them everyday. This happened 2 weeks in a row. Also the bathroom was not cleaned properly, tub and the shower curtains had strains from day 1. MUST improve on cleanliness.
October 21, 2012
Rated 5 out of 5 by Suzzzkt Comfortable
This is my second stay here, definitely not my last! The staff was great- checked us in early, fixed a billing issue without fuss, food was excellent, immediately attended to our needs when we were in need; we did not ask for room cleaning bc our son was sick and slept in most mornings so it was nice to receive the extra Starwood points. I prefer staying here when visiting Universal Studios or coming to LA for a work conference anytime.
December 2, 2013
Rated 3 out of 5 by dog1 senior vp
Small knat-like bugs were flying all over the room, particularly around the bath area.
April 10, 2014
Rated 2 out of 5 by Dean21 underwhelming!!!
The staff upon arriving did not seemed very friendly. Further, we we stuck in the Shrek suite. Its floors were not clean and the bathroom was TINY!!!! Some of the gym equipment was not working and there were no earphone available. We called upstairs to get them and they said they would deliver them. After one hour, they never showed up.
This was my 100th night staying at an SPG hotel. I guess my expectation were too high for the Sheraton Brand.
December 25, 2012
Rated 2 out of 5 by Djburt2 Awkward room
We were in a poolside location room 172. It was a very nice room but right next to the meeting rooms. There were people constantly walking and talking by our room. Really couldn't enjoy the patio. Loud music sat night then a convention setting up very early Sunday morning. People were moving equipment at 7:00 am and we were unable to sleep anymore. I would suggest you put the convention leaders in that room so they don't effect other patrons.
September 23, 2013
Rated 5 out of 5 by ARBAS77 This hotel has great locations & excellent service.
We stayed here w/ our two teenage boys & they loved it. Likewise myself & my wife. The staff are courteous, friendly & very accommodating. Indeed, if anyone would like to visit Universal Studio, it is ideal to stay on this hotel as it was accessible using the elevator bringing up to the same level where Universal walkway towards the bridge was a breeze. The Fitness Center was excellent, very clean & complete w/ all the necessities equipment.
June 22, 2013
Rated 5 out of 5 by MakeupDOLL Better than I expected...
I chose the hotel for the location, as I was working on the studio lot. The decor was lovely and much more "boutique" than I had expected. The staff was exceptional and genuinely friendly. I didn't have time to try the facilities, but the pool looks nice. Just as an aside, it is very family/tourist clientele, so if you're looking for sophisticated, or adult oriented, not your hotel. Walking distance to the Universal Theme Park and City Walk.
September 4, 2012