Rated 5 out of 5 by VeteranTraveler This is what a Sheraton should be.
The Sheraton Universal exemplifies the Sheraton brand attributes in the best way possible. This is an older facility that has obviously benefited from excellent maintenance. The decor will be familiar to Sheraton regulars, but somehow a little nicer. The experience started with friendly competent parking valets when we arrived, and was enhanced by excellent staff member at the front desk. The facility was very clean and everything was in good repair. We appreciated the upgrade to a small suite based on our SPG status.
We used Room Service. The service was quick, the server was pleasant, and the food was good. We had a similar experience in the coffee shop.
As I previously stated, this hotel sets the standard for the brand.
December 13, 2012
Rated 4 out of 5 by LaurenO Noise in hotel
Wish I was warned that staying on a higher floor would be extremely noisy on a Friday night, due to a party in the roof bar and the clean up afterwards (e.g. vacuuming at 5am). Everything else was pleasant.
January 21, 2014
Rated 4 out of 5 by iori198199 great location for visiting universal studio
My only disappointment was being offered to upgrade to suite at a $50 charge by email but when apply for it, was told no more suite available, other than that the hotel is great
January 21, 2014
Rated 2 out of 5 by DisappointedMember Dissappointed with the experience
I'm a platinum guest and stay in Starwood properties more than 75 nights a year. This was one of my worst experiences in 2013. I had 3 club level rooms booked, 2 confirmed as adjoining for a family traveling with us. When I arrived, all 3 rooms were on different floors and the two booked for the other family were both king beds instead of 1 king, 1 double beds. I was able to give up my double room to make it work for the other family, since the hotel staff was unable to figure it out. The internet was down for our entire stay. The club lounge opening was unpredicatable, and charging to our rooms was never an easy task. The buidling / facilities / location are great. They just need to work on their customer experience.
January 3, 2014
Rated 5 out of 5 by Ricky22 Room under renovation
Excellent customer service from the front desk to the twin bar/lounge waitresses! However, did not receive two queen beds in each room as reserved. A bit of a disappointment but family only stayed one night so no big issue. They did give us free breakfast to make up for it which was very nice of them. Highly recommend staying here if you are looking for a place in walking distance of Universal Studios. Friends were staying at the Hilton next door and the bar was of no comparison. Layout was bad and service was horrific! Sheraton all the way!
September 13, 2012
Rated 5 out of 5 by Teri22 Had an incredible experience
From the time we pulled up at the valet service to our check out our experience was amazing. We were welcomed at check in with a glass of wine and fresh cookies for the kids. We met all of the mangement team at the managers reception. The room was amazing the service was outstanding. At the managers reception the hotel manager overheard my 5 year old neice say that she did not like the appetizers and he had a pizza prepared by the kitchen staff just for her. I will recommend this hotel to all my friends. The staff impressed us at every turn.
August 10, 2012
Rated 5 out of 5 by FUNN05 BEST SERVICE EVER!
My family recently stayed at your hotel and have to say that we received the best customer service ever. The front desk checked us into our club level room and asked if we were there for a special event, which we were. It was our boys birthdays and the desk gave us a voucher for the breakfast buffet and an in room movie to watch that night after we returned from Universal Studios. Everyone went above and beyond to make sure everyhting was to the the club lounge.We can not wait to perfect for our stay. Our boys loved going go back.
March 26, 2012
Rated 1 out of 5 by manunited844 Horrible internet
This hotel has horrible internet speeds. It gets so slow at times that I was clocking 0.15mbps download speeds - this isn't even fast enough to send emails. For business travelers who tend to work from their hotel rooms a lot, this is a terrible hotel to stay at as you won't be able to get anything done.
Got on the phone with tech support one night and they were able to slow down other people on the network in order to allow me to send off my emails; however, this isn't a solution one can do every night.
Complained multiple times (through Twitter, email, and front desk) about this and was told that the manager would reach out to me; however, did not hear from the manager.
Otherwise, the staff is exceptional though. Very friendly and go out of their way to help.
March 23, 2013
Rated 3 out of 5 by StarOne326 Needs Improvement
I recently stayed at this property and was underwhelmed. First, I went out for a run and many hotels have water available when you get back. This property didn't and when I asked I was told I could buy a bottle from the store. second, One night I ordered room service, the pasta with sausage, and couldn't believe for $21 I got a tiny and bland meal. At checkout I mentioned both issues and the agent could have cared less. I expected more from this type of property, especially as a Gold member, but they didn't deliver.
January 24, 2012
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 5 out of 5 by Chuck41 The employees make the visit
Every employee we dealt with was considerate and helpful, obviously well trained and liking their jobs. Special to note Jason at the front desk and the bartenders.
November 15, 2013
Rated 5 out of 5 by KNor005 Three exceptional nights!
We booked this hotel on SPG points and requested a suite upgrade which was further upgraded to the presidential suite. The rooms were spacious with awesome views and well appointed furnishings. The hotel staff were very attentive and the service was fantastic. We would definitely stay here again a nd highly recommend this hotel. Some added highlights: easy walking distance to Universal and City walk as well as to LA Subway system. Nice terrace restaurant and pool area with bar service.
July 17, 2013
Rated 5 out of 5 by bluecanary82 The Sheraton Universal is the gratest
The Sheraton Universal in located near accesable transportation. The room we had had the most beautiful view. It was quiet, clean. The staff were readly available to help you with any thing that was needed. They were very knowledgable. You could see that every staff member that we had contact with really enjoyed their job and enjoyed helping people. We are recommeding this hotel to our friends, and relatives. We will be making an reservation for September (our aniversry) soon. Ron and Beverly
March 18, 2013
Rated 1 out of 5 by 123A Not well maintained
My first online review ever. I usually just take my business elsewhere. However this hotel was so bad i felt compelled to write something to warn others.
Firstoff it took 30 munutes to check in, then we went down to the supposed heated pool and spa which was ice cold and the spa was not functioning. When we tried to watch a Netflix movie in the room, the Internet was not functioning. The staff was overwhelmed and as such struggled to be responsive. Not a good thing to say about this hotel.
February 16, 2013
Rated 1 out of 5 by Ac4hand Poor
At the time of reservation no mention was made that the swimming pool was unavailable and there was an $18 per day parking fee. Even with the $50 club level upgrade, room was very small. Also, one day room was not made up.
November 5, 2013
Rated 5 out of 5 by Bobjan The People are Outstanding!
My family travel quite a bit. This was the best service and the people showed an overall - all around-- great attitude to serve us. Even the reception in the resturant was outstanding- all of the staff actually seemed PLEASED we were there- they could'nt welcome us enough. Wow! I'm telling you, I will stay at this property ANYTIME I'm in town and will tell everyone I know about this place. This service beat the service I got in Hawaii at the Grand Wailea hands down!
July 1, 2013
Rated 5 out of 5 by jetter325 VIP Treatment
I have traveled all over US and stayed in many Starwood hotels. This hotel is beyond fantastic. Because of my status and Starwood Member, I was contacted by the front desk before my arrival, to see if I needed anything......they helped me out with early check in, got a room next to my friends etc. The Concierge, Front desk, management and the lobby bar were all always so happy, friendly and helpful. I would go back and stay here every time I am in the area! MUST STAY
January 10, 2012
Rated 3 out of 5 by Dexter43 Just meet my expectations, more could be done.
It is a reservation as I expected just as I previously stayed in this hotel. Location is a key factor, it is great ! Staffs are all helpful and friendly.
A few improvement would be that for 4 people, size of beds is too small. But due to size of rooms, you may want to consider bunk bed for family of 4.
Complimentary internet at all time in all rooms is a world standard now. You must not limit it only at the Microsoft sponsored lobby for 45 minutes/day.
Amenities are too little, although, additional requests are always met..
It is a well maintained old hotel, but I think the designs and comforts must meet modern standards, it feels really old. Swimming pool renovation is a good start, but eventually rooms are also need major revitalizing.
December 28, 2013
Rated 1 out of 5 by SteveR1 Dog Crap in Closet
let's see where to start made reservations for 2 adjoining room got to check in and was told we had a reservation but can't get the adjoint
finally got our rooms and there was 4-5 dog turds in the closet had no idea they allowed DOGS went to use the pool but it was shut completely down and was not told that when I made reservations at all and I even had asked them if it was when I called VERY UNPLEASANT EXPERIENCE FOR A SHERATON
February 18, 2013
Rated 3 out of 5 by OttawaFamily2013 Average Sheraton Experience
Room was okay with good beds. It had a small oddly configured washroom, a coffee maker you had to be on your knees to use and no mini fridge, despite being in a tourist destination. Staff were all very helpful and friendly. Restaurant/room service was good but could use a few more food choices on the menu in the hotel - I assume they expect people to go out to eat somewhere else in Universal City. The pool was unfortunately closed and we had to walk to the neighboring Hilton for a hot tub.
January 1, 2014
Rated 1 out of 5 by ChuckRN Location, location, location
The hotel's location was the lone bright spot. When I arrived, there was a long line for check -in. The staff was slow and I thought was taking too long answering questions irrelevant to the hotel or ammenities. They gotta know to keep the lines moving or need to be trained to delegate or direct guest to the concierge. So I left and came back 4 hours later, 2 people in line. No matter, it still took me 20 minutes while the clerk explained shuttles, location of McDonalds, Citywalk, etc... This hotel compared to other hotels I have stayed at seemed like a time warp. Needs updating. I felt like I was nickel and dimmed with no real benefit of staying at the hotel other than a roof, bed and running water. Many hotels offer special breakfast offers, free wifi and parking. At the Sheraton, I got NONE of these. I signed up for Sheraton Preferred Guest thinking I might want to stay here again...doubtful.
August 4, 2013
Rated 1 out of 5 by bARRY The Priority at the Hotel is Your Credit Card, Not the people visiting
We were there with a Cheer leading team, and the whole team had NUMEROUS PRPBELMS, AND issues.Communication varied depeending on who you talked to. The Priority in this hotel is not "YOU", its your cradit card number.They canseled my Granddaughters room while we were at an activity, then did nothing to rectify it, till another crasdit card was issued..... I will NEVER stay at this or any other shereton ever again,
February 25, 2013
Rated 5 out of 5 by scgirl86 Quick but worth it!
We had booked a room for 1 night for a specific event but it was very worth it. The staff was friendly and the hotel was beautiful. I had asked to get a late check out due to my event, and they were more than accomodating. The beds are some of the most comfortable I have ever had. Everyone from the concierge, to the desk staff and bell staff were amazing. I would recommend this hotel and I plan on going back soon.
March 14, 2012
Rated 5 out of 5 by MLA12 Outstanding stay at this Sheraton
Management and staff at this Sheraton are outstanding. So much so that we stayed over a second night rather than moving to another reservation we had at a neighboring property. We also had the opportunity to dine on property and that was a great experience as well. Concierge was attentive and made several very helpful suggestions beyond my original request. This property is now at the top of my list when in LA.
August 17, 2012
Rated 1 out of 5 by Juliemc This hotel needs upgrading/cleaning
I stay at a lot of Sheraton properties and while I prefer Westins, this Sheraton property was way below my expectations. There was a hole poking through (obviously from a nail that someone hit on the other side of the wall), the bathroom was not clean (toothpaste left on the wall for example). I used some of my precious points and have been always treated with respect in other SPG locations except this one.
February 25, 2013
Rated 5 out of 5 by Unwet More Than Expected
I had high hopes for a quick get-away for a couple of days. Just me, my most beautiful Mrs. and our dog. Our experience exceeded my hopes and loftiest expectations. Excellent service, a most excellent room (large, comfortable, majestic views) and the most friendly and helpful staff of any hotel I've visited in a long while. Thank you, thank you, thank you.
August 24, 2013
Rated 5 out of 5 by TJA26 Great Experience
I stayed at this hotel for 3 weeks straight and never had to complain about anything. My room was clean and had a great view. This Sheraton had a great sized gym and pool. The staff had a great attitude as well. However, during the summer this hotel can have a touristy vibe since Universal Studios is accross the street.
August 26, 2013
Rated 1 out of 5 by wouldnotrecommend OVERPRICED!
Great view, but the bathroom was super small and had no lock on it. We ordered cheesecake for 6.00! We laughed so hard, it seriously was the size of a peanut butter cup. Just not what I expected. Stayed at the hilton for 150.00, blew it away, this was 250.00 and did not even compare, other than view and location, that was very nice.
July 27, 2013
Rated 5 out of 5 by RDofMV Great location and facility.
A short 10 minute walk from the Universal theme park and City Walk area. Shuttle was regular and worth the short wait for a trip up the hill.
We (2 adults, 3 kids) stayed in an executive suite, providing lots of room for a roll-a-way bed and room to relax.
Swimming pool was large and deep (9') for active play by kids. Hottub is very small. Plenty of towels.
Buffet breakfast (additional to room charge) was very nice with eggs, meats, fresh fruits, and the regular standards.
The front desk staff was a bit harsh 2 out of 3 times I interacted with them. We didn't feel welcome at check-in. Otherwise, the restaurant, lounge, room service, valet, and housekeeping staff were all great.
Club floor was large and provided nice selection of hot appetizers during the evening. Beer and wine is an additional fee. We ate in the restaurant for breakfast and didn't experience the Club during that time.
A great basecamp for Universal and neighboring area.
March 6, 2012
Rated 5 out of 5 by Serg Very Friendly STaff.
My stay was great, at first I didn't expect much due to the outdated look hotel exterior. Once inside, lobby was beautiful and classy. The staff was extremely friendly and helpful. The rooms were as pictured, clean and modern.
Location is great, they have a shuttle Universal Studios that goes by every 15 minutes, Free.
May 13, 2013