Rated 5 out of 5 by MBGeorge Feels Like Home
I travel 2-3 weeks a month on business, and I won't stay anywhere else in this area besides the Sheraton Universal City. The staff is warm and welcoming, and really makes me feel like I am at 'home' not just a strange customer in a strange hotel. I love this place so much, I recently used it for a long weekend vacation! This is the first time I have used a hotel for both business and pleasure. Hats off to a great staff, especially the front desk staff for working hard to accomodate my wishes. Also, I usually order room service for breakfast, and my server even knows what I want and adds it to the tray even if I forget to order it! I love this place!
March 28, 2012
Rated 4 out of 5 by kmdaniel Nice, Friendly and Convenient Hotel
As a SPG member, this hotel went out of there way to make us comfortable. They immediately offered us water or wine upon checkin. Then they upgraded us to the top floor with a great view! One of the beds was a little squeeky and the desk chair in the room definitely needed some attention. But other than that it was an excellent stay!
August 10, 2014
Rated 5 out of 5 by BabyBlue Quality Hotel
Hotel has quality facilities and you get a great nights' sleep.
August 13, 2014
Rated 1 out of 5 by TRAVEL HORRIBLE
This Hotel was disgusting.The Ladies bathroom in the lobby,the vanity was broken and held together with Tape( can you believe this). Our room was small and dirty. I was forced to clean the dirt and grime off the light switches and phones before we touched them. The bathroom was so small the toilet was squeezed under the vanity, which cut off half of the vanity for use. We had this disgusting stain on our floor, we covered it up with a bath towel. The bath towels were stained .
April 2, 2013
Rated 3 out of 5 by trip66 Ok but needs improvement
Staff at the hotel were courteous, the size of the room is standard but the t&b is a bit tight. One major complaint is their aircon. Especially during the wee hours of the morning, we stayed their for 2 nights, both nights my wife and I woke up because the aircon is simply not enough to cool the room. Maybe that is the reason why they have a small fan in the closet. I have also seen a similar complaint from another site. Hopefully they would address that. The best feature for us is the proximity of the hotel to Universal studio. Also adding a ref to the room would definitely help since these stuff are standard anyways in any hotel.
January 4, 2012
Rated 2 out of 5 by Lindadrn Poor guest service
We booked for a party of 5 and the reservation stated a rollaway would need to be added which was fine. I confirmed upon check in that a rollaway would be delivered. After going to the pool (pool water too cold and drinks too expensive) we went back to the room, still no rollaway so I called again. Went out to dinner and returned to the room at 8:45 pm and STILL no rollaway. I was told they were very busy and there was only one rollaway available but it would take at least 30mins to get it to us which was not acceptable as I had a child who needed to go to bed. I requested to speak to a manager but none was available so they sent out a page to one to call me back. Finally a half hour later the bed was delivered. Guest services called to confirm and I told them I did not want to pay for the rollaway for the first night and again I was told a manager would return my call. A manager never called me. Very disappointed and won't stay again. Also, elevator wait was ridiculous. We waited for at least 3 elevators each time as they were always full.
August 10, 2014
Rated 4 out of 5 by NJ1533 Disappointed with this Sheraton.
Maybe I have been spoiled by my stays at the
Sheraton Anaheim and Sheraton at the Park in Anaheim but, your hotel came up short. My party and I had just arrived from the Sheraton at the Park and I was so bragging about the club level accommodations and the amenities would be receiving. At Sheraton at the Park in the past we have received free wine and hot and cold appetizers and a fabulous selections for breakfast that includes a hot breakfast meats, eggs and much more. I was just so surprised at the difference in the club level amenities. The hotel and room and service was wonderful as usual. It was my fault for expecting the same experience as we do in Anaheim. I will ask more questions next time before I tell my guest what to expect.
July 31, 2014
Rated 5 out of 5 by famadventure37 Hotel has great customer service
We received amazing customer service from Front Lobby staff. Everyone was very friendly and helpful. Clean and quiet room.
April 28, 2014
Rated 2 out of 5 by cathy788888 disappointing
We were placed on the 7th floor where contractors were still working on the carpeting. when they finished that night, they left a big mess that was never cleaned up. The night time was the worst, which was no fault of Sheraton, but the other customers came in after 10pm so loud and yelling down the halls like they were the only ones there. They woke up my children (and my husband and I) multiple times. The walls were paper thin. I was very disappointed.
August 4, 2014
Rated 2 out of 5 by Fifi74 Needs improvement.
There is a wide discrepancy of quality across a range of resorts. This sheraton needs a significant amount of basic improvements and was very shabby overall. The doors across the place were badly chipped and marked. Wallpaper was peeling in the bathroom. We were only given two towels despite there being four of us. The safe did not work and the housekeeping allowed old food to be left outside various rooms for the two days we were there. There were no umbrellas by the pool for shade and no simple map to show how to walk from the hotel to universal.
July 29, 2014
Rated 4 out of 5 by Ted548 Location
The rooms are older and do not meet what I expected at this level. The pool was supposed to have been renovated, yet work was done while we were there. In addition the water was cloudy, making for a poor pool experience. Staff were friendly and responsive.
August 8, 2014
Rated 4 out of 5 by RMC123 The remodeled swimming pool was a disappointment!
We have been coming to the Sheraton Universal for the past 20 years and have always enjoyed hanging out at the pool. However, now that the entire pool area has been redesigned, we did not enjoy it at all. It may look slick at first glance, but it is not the least bit inviting. Over our three day stay, we spent a total of 45 minutes at the pool. In the past, we would spend hours and hours!! The old design had trees and greenery surrounding the whole pool area. The hot tub was secluded and felt cozy. Now, the pool area is barren and hot, with very little shade, and the main focal point of the hot tub is now the mechanical lift for disabled people. The cabanas were being used as changing rooms by obnoxiusly loud families, and the poolside bar is gone. The whole pool experience was a major disappointment.
August 2, 2014
Rated 3 out of 5 by Sue1 Fasilities close too early
Arrived at 1100 pm, bell staff told us we could order room service 24 hours, which was untrue, unable to after 1100,. All restaurants closed also, had to get the car from valet and go driving somewhere in an unknown city gor some food. Also literature in room misleading and staff states they had just changed their times , was very frustrating after long trip
January 6, 2012
Rated 1 out of 5 by dorfran Sheraton Universal such a dissapointment!
The shuttle back & forth was terrific! That's the best I can say about our Sheraton Universal experience this past weekend. Here's my list of what went wrong:
1. Bad odor as u enter hotel
2. Only 1 elevator wrking. Lines of guests waiting.
3. Our room not clean! Dust everywhere!
4. Bathroom door lock broken (rm 628)
5. Bathrm door in 626 binding badly
& much more that system says no rm for
June 24, 2014
Rated 1 out of 5 by LAuniv Unusual, but disappointed
Pool was usuable, TV was broken, bathroom had strange lay out, neighbors were very noisy, and traffic noise in my particular room as very loud. Not what I had come to expect from this Sheraton...I've stayed here numerous times and felt differently...I felt like it had unhappily run its course.
April 8, 2013
Rated 5 out of 5 by Leashie Great hotel for a wedding
We had our daughter's wedding at the Sheraton Universal Hotel. Great ballroom, delicious food. Great central location for in-towners and lots to do for out-of-towners.
August 7, 2014
Rated 1 out of 5 by shakobemagic i would not recommend this hotel
We showed up for our reservation and there was a public hair on the toliet seat. Not cool at all, especially when paying $300 a night
June 30, 2014
Rated 4 out of 5 by neesie Very nice place to stay!
Very nice hotel and a very convenient location. The valet, bell hops, front desk check-in, room service, and restaurant staff were some of the friendliest, most helpful and enjoyable people we have encountered in our hotel stays. The food was good and the rooms were very nice. We did not care for the quality of the mattresses however, we have slept in more comfortable beds. Perhaps ours was a little older than some of the others. But, we highly recommend this hotel and would not hesitate to come back and stay here again!
July 28, 2014
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 KTDenver Great!
The staff went above and beyond to make me feel welcome! I loved that you had a green option and could choose to have a $5 credit instead of housekeeping services for the duration of your stay.
May 4, 2013
Rated 2 out of 5 by Missn Close proximity to Universal Studios
I was disappointed with my stay. There was a problem with the water the first night we arrived but we were not charged for room; I was thankful for that. The only advantage is the proximity to Universal Studios. The hotel is overpriced and rooms are small. There was no mini refrig but a coffee maker was nice.
August 4, 2014
Rated 1 out of 5 by Dezine68 Horrid experience
Dreadful experience. We were there for three days for a wedding. We made the reservation by phone directly at the hotel in my companion's name. Upon arrival I checked us in under my name (different from his) and used my credit card for payment.
During the wedding on the second day I tried to use my room key but it had demagnetized as I was carrying only my phone and the room key to the festivities.
I trudged back to the front desk to get a new key.
The woman at the desk said I wasn't entitled to a key as the room wasn't registered in my name despite my having one.
She asked for identification which, of course, I didn't need to carry to the wedding.
She refused to accompany me to the room to get my identification, or my companion's, stating that it was hotel security policy to only accept identification in person in the name registered.
(He was at another event away from the hotel and thus not available>)
I showed her the emailed registration I had used to register. No go. Hotel policy.
I showed her my companion's recent call to me just minutes earlier. No dice. In person only.
I called him right in front of her. No difference. Hotel policy.
She then told me that even if she could talk to him (against hotel policy) "she would still need to speak to him personally to issue a key."
I told her I personally had registered us and had given my credit card. Didn't matter. Hotel policy.
Things got heated and I asked for the manager.
Front desk manager appeared and was unmoved by my distress, my complaints about what had just transpired, and unswayed by the facts of the situation.
He then did the most surprising thing I had ever seen a hotel employee do to a guest, let alone to a 68 year old in the middle of a wedding:
He announced in a loud voice to the entire desk staff, and guests registering, that "this women is NOT to be given key access under any circumstances".
I had wait until my companion got back from his event later that evening to get back into my room.
July 3, 2014
Rated 1 out of 5 by edo68 room
dirty room in terrible repair. staff unhelpful re change of room. will not return.
April 22, 2013
Rated 5 out of 5 by JC46 Great Place to Stay
We had a very pleasant stay at this hotel. The staff is really nice and the room was very clean and spacious.
August 4, 2014
Rated 5 out of 5 by Mily47 Great Features
I consider this hotel a 5-star. Very nice decor, clean and friendly staff. Hotel is in a great location. We were greeted by friendly bellman who was very helpful. The reservation clerk was also very friendly. Shuttle service to Universal Studios made the stay even better. The room very nice and comfortable. This was the best place to stay.
June 7, 2014
Rated 5 out of 5 by BCNYC2014 Sales Directior
Very good. Convenient location. Good facilities.
August 2, 2014
Rated 4 out of 5 by Destiny07 Great Location/Great Customer Service
This hotel was overall good. The location was great and there was a shuttle to Universal Studios, but it was actually close enough to walk. The customer service we received was great. The bell man, front desk, and valet were all excellent. My only complaints were the beds and the noise. I think that the bed was the MOST uncomfortable bed that I have ever slept in and the sheets were very hard, making it even more uncomfortable. In the early morning you could hear your neighbors as if they were in your room-the walls are paper thin. You could also hear every time they opened and closed their room door making me think that someone was entering and leaving my room. I know there isn't much they can do about the thinness of the walls so, if they invest in some new beds and softer sheets, I would give them a 5 star rating.
July 24, 2014
Rated 1 out of 5 by TravelerLA2014 Don't stay here. Does damage to the Sheraton Brand
I stay in LA area hotels all the time. These guys seem to be in a constant state of renovation. Not only can they never provide upgrades to SPG Gold, but their common airways had carpeting you could trip over, furniture in the hallway, and exposed sprinkler system in the bathroom. When I complained to the manager about the rattling in my AC unit, no fix was made and no follow-through for why not.
July 27, 2014
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 5 out of 5 by Alice127 When in LA visit Universal...Sheraton!
Your people made your hotel perfect from the sweet man at the front door, to the great freinds I felt I had at the front desk and service desk to the thoughtful man at the club room who had cocoa for me when I showed up at breakfast.. to the great food and service at the Calfornia room, they make a fantastic hambuger! (good fish too),...and, then the bed...do you sell the mattress? It was the most comfortable bed I have ever had at a hotel...loved the shuttle, but I also loved that the hotel was a great place to have friends or business contacts meet me...Thank you, you all made my trip effortless, I only had to concentrate on why I was there!
June 29, 2013