Rated 5 out of 5 by valleyDave unhappy
had to call 3 different times to get a billing issue cleared up not happy
June 2, 2015
Rated 4 out of 5 by Tony626 Great Hotel Stay
As a platinum business traveler, it's not often that I get to travel with my family for pleasure. I wanted to take a moment to recognize Mr. Antonio Buenaflor. Not only did he greet me with a warm and professional greeting, he extended his courtesy to my very inquisitive son. He was patient and took the time to acknowledge and answer my son's numerous inquiries. He treated my son as if he were the client. This was a very refreshing and a very different experience in that I felt other guest service representatives seem agitated by the barrage of questions from a child.
Mr. Buenaflor was extremely professional and demonstrated excellent customer service.
May 25, 2015
Rated 2 out of 5 by Cyn777 Accounting Department not responsive
I called the hotel and left 3 voicemail messages for the accounting department to get a copy of my guest folio emailed to me. I DID NOT receive a return phone call or email in response. I also called the hotel on 2 other occasions to speak with a manager and was kept on hold for 5-7 minutes and was told that a manager would return my call. I have not received a return phone call. I just need a copy of my guest folio
May 11, 2015
Rated 5 out of 5 by narissa Great price for an oustanding hotel
I was there for a conference. The rooms were very clean and the beds very comfortable. On Friday night, the banquet room on top of me had some sort of party which was going to go on till about 11:30 pm. I called the front desk and asked them if it was possible for them to move me because the party upstairs was very loud. The manager, Brad, moved me to a very quiet room and upgraded me without charging me extra. I was able to get a good night rest. The Concierge person was also very helpful.
May 3, 2015
Rated 5 out of 5 by Royjammer Great hotel
Staff and facilities are excellent
April 19, 2015
Rated 2 out of 5 by fish3 old, dirty, not worth the money
Good location...BUT area is under construction so it was noisy. Hotel is outdated...PLUS toilet was broken and they couldn't fix it, room was dirty...found a bottle cap on floor, had to call security due to noise level, air and heating system poor and noisy
April 15, 2015
Rated 1 out of 5 by Trvlfrlf Worst hotel I have ever dealt with.
First, I must say that I have never had an experience such as this and I travel at least once a month for 3-4 nights at a time.
Last week we planned a stay here. Upon booking, we requested a roll away bed for an extra fee. We were assured it would be in the room when we arrived. We checked in and there was no bed. I called to the front desk, they stated they were out of them. When I told them that I had reservations for this bed they said that I had not reserved one. I decided to go to the front desk for clarity on this reservation. They looked up my account and said that they were correct, no reservation. They even checked with the lady that took my reservation and she said she remembered talking to me and that I said I didn't want it. However, the only reason I wanted that hotel was because of the extra bed available and I would not have made a reservation without one.
This was all a lie. I had been charged the fee for a rollaway bed when they preauthorized my credit card. I was able to prove this to them right away. They stood firm. But understanding that they didn't have any left I requested a room with two beds or a couch pull out. They told me they had no other rooms, they would have to send up extra bedding for a bed to be made on the floor.
When we got back to our room we walked in and our floor was soaking wet. I called to see what had happened and the toilet above us had over flowed. We were totally disgusted! Especially since this was found with bare feet. This is the same floor that they expected us to sleep on!?
It was at this time I was told that we could move rooms. The only problem with that is we were told that there were, absolutely, no rooms left with any extra beds just 20 minutes earlier. Now they said they would move us to a room with a couch that was a pull out!
All said and done, they lied to me twice, told me what I had reserved was wrong and had a nasty issue with a toilet. I do understand that issues happen with plumbing.
I still payed for this room and they only took $25 off the total bill.
You could hear the springs in the bed, the carpeting was old and much of this hotel needs updating. At least the linens were clean. The staff at the desk were rude. The housekeeping staff were very nice.
It is one thing to admit there was a booking issue and deal with it but it becomes something totally different when they lie and blame it on the customer.
I feel that more could have been done about their mistake with the roll away bed. Need less to say we will not be staying here again.
April 11, 2015
Rated 1 out of 5 by SouthOCMom Not worth my points!
We requested early check-in at 9am. We were told that our room would be ready with roll-aways requested by noon. That was fine until we didn't get our roll-aways until 6:30pm and 4 request attempts. We had a suite on the second floor facing the pool.
Here's the room condition:
- missing headset/receiver on desk phone
- broken clock; wasn't even plugged in and when we plugged it in, could not set the time...no wonder it wasn't plugged in
- stains on curtains
- toilet paper holder coming out of the wall
- noisy A/C system
- lousy room location. guests were allowed to use the pool and be roudy and loud past the 10pm pool closing time. If you want any rest, DO NOT get pool view. (we were told this was the only suite available to us)
- no hot breakfast in club lounge. We've stayed in several Starwood properties and this was the first where the lounge did not serve hot breakfast.
- I knew this hotel would be old, but I was hoping that it would be updated accordingly. Hallways and rooms were dark. Lobby was the only place that looked modern and updated.
The only positive was the proximity and shuttle service to Universal Studios. This was not worth the amount of points I was charged. I want my points back!
April 7, 2015
Rated 1 out of 5 by Me1234567890 Certain staff not very responsive
As usual when I was leaving I asked for my folio to be sent to my email on file. The person at the reception validated the email but I never got it. When I called and asked for a copy I was told it takes 72 hrs to send. I informed the person on the phone that I need to complete my expense report but there was not action.
April 1, 2015
Rated 5 out of 5 by Mike1vincent Weekend getaway
Always nice should earn more points for this location since the hotel is so pricy
March 31, 2015
Rated 1 out of 5 by Nofolio Still haven't got my folio
The place is fine but the staff is pretty much helpless. Tried to get a copy of my folio but still haven't got it after three phone calls and two voice mails. First night the light/electricity next to the bed isn't working. Reported to the front desk but no one came. Had to call again the second to get it fixed. All in all, not a good experience.
March 25, 2015
Rated 5 out of 5 by Dennis302 Great hotel
This was our first time staying at this hotel and would recommend it. It is walking distance to Universal Studios, 10 minute drive to Hollywood. Great staff, great location.
March 18, 2015
Rated 3 out of 5 by Beamer69 A little paint will go a long way
The public areas of this hotel are very nice, but the room I was in needed work badly. From the door rattling when closed (always had to check if it was open or not), to the battered looking interior doors, to the toilet that ran most of the time, to the worn out furniture. Time to put some capital expenditures in this place. The best thing was the appetizers at the bar during happy hour!
March 15, 2015
Rated 5 out of 5 by mcovarru Super Convenient
Hotel a walk away from Universal Studios so it made it super convenient for us to walk back to hotel if we needed anything. Also, staff was super attentive during our entire stay!
March 10, 2015
Rated 3 out of 5 by Sales007 Great for Universal Studios, Not Much Else
It's definitely the hotel of choice if you're going to Universal Studios. Otherwise, I would prefer to stay at other hotels in LA. I've stayed here a few times because of cost. Compared to other LA hotels, this hotel is typically the cheapest b/c it is also the farthest from the main city and the beach area.
It's literally right outside the Universal Studios, so if you're spending a weekend here, it's the best location.
As for the rooms, they're OK in size (they put me in an accessible room), but old. You can tell it hasn't been renovated for quite some time. The smell is okay - nothing too horrible, but it feels a bit run down.
I'd stay here again to save money for sure, or if I want to go to Universal, but those are the only reasons.
February 26, 2015
Rated 1 out of 5 by Verified Reviewer hotel was a joke
I HAVE STAYED MANY NIGHTS AND AT MANY DIFFERENT PROPERTIES THAT ARE OWNED OR OPERATED BY STARWOOD, AND THIS WAS THW WORST..FROM STAFF TO HOUSE KEEPING AND THE FRONT DESK IT IS A JOKE.
February 22, 2015
Rated 5 out of 5 by pdiddytampa Best Sheraton We've Stayed at.
Staff is amazing at this Hotel. We will always return to The Universal. Perfect location and always a great stay!
February 22, 2015
Rated 3 out of 5 by Simon11 Good location
I was here for 2 days and if you are planning to go to Universal this is a great spot. All in all my stay was good. The room was excellent and provided some great views. Staff was OK with the exception of the concierge desk who went above and beyond my expectations. Front desk check in lacked a bit. Upon checking in the clerk was surprised to see which room I had. I mentioned I was a Platinum level so it was probably the free upgrad. He just looked at me and said well this was a major upgrade. Not sure what he meant or why he was so surprised. There was an issue with the Linked in area as the internet and printing services were down. I mentioned it twice to the front desk and both times they just responded with yea internet is down. No apologies or sense of urgency to try to fix the issue. Fitness center was small but adequate. One night I arrived back late and had not eaten in some time. I was disappointed to see that there was no late night menu. I was also surprised that there was no in room movie options for purchase. This property fell slightly below my expectations
February 18, 2015
Rated 1 out of 5 by CambridgeTraveler A Horrible Experience all around
At check, I waited 15 minutes to be checked in by someone who had no idea what he was doing, no acknowledge of status, no explanation of anything, and took an excessively long time to complete the check in process. Concierge lounge is a bit dated, fruit flies flew above the fruit salad at breakfast. Room furnishings were quite old, chipped, dated, I didn't dare check under the sheets at the mattress. The TV's ont he new equipment in the Fitness center (very new, recently updated) did not work. Overcharged for parking at check out.
February 1, 2015
Rated 2 out of 5 by Jeramos Good location, but staff is terrible
When I arrived in my room after being in meetings all day, I just wanted to relax and watch TV. I noticed that the TV remote was missing. I called Guest Services and at first the phone just rang and rang. I called back again and it rang for a long time and someone finally picked up. I asked them to bring me a TV remote. They said they would have engineering bring one up. 45 minutes later I called again to ask when they were coming. The phone rang and rang with no answer. I hung up and called back a few times before someone answered. They said they were sorry and they would contact engineering again. 30 minutes later I called again. Again the phone rang and rang with no answer. Again I hung up and called back a few times before someone answered. They again said they were sorry and they would contact engineering. 45 minutes later I called again. Again the phone rang and rang with no answer. Again I hung up and called back a few times before someone answered. I told them that I had been waiting for 2 hours for the remote, but that it was no longer needed because I was going to sleep. I had been up since 4:30am and it was now 10:30pm and I was exhausted and didn't want to wait up for who knows how long for the engineer to show up with my TV remote. Guest Services was not that apologetic about the situation, but they said they would cancel the request with engineering. 30 minutes later I was rudely awoken by a knocking on the door to deliver my remote. I called to cancel the remote so that I would not be disturbed, but apparently engineering did not get the message. I was very annoyed about being woken up when I called to let them know not to come.
January 31, 2015
Rated 3 out of 5 by Traveller77 Ok over all
All was ok in this hotel however the service people where either very good or very bad, also the club lounge was not good at all, also not clean.
January 14, 2015
Rated 5 out of 5 by Sam1668 Hotel great location
Best location in Los Angeles
January 13, 2015
Rated 5 out of 5 by Dee330 Fantastic Universal Studios location
Let me start with the important things; very clean rooms, incredibly nice and helpful staff, great club lounge with a perfect work area. If you're going to California and plan on seeing Universal Studios, this hotel is definitely for you. You can walk to Universal - don't even need to take the shuttle. The front desk staff was very helpful and was able to give us an upgrade without hesitation. This is a great hotel for families with a nice pool and if you're able to take advantage of the Club Lounge, they have a great one with a helpful staff. Everything was great and above average about this hotel; however, nothing else is walkable distance aside from Universal Studios and the views from the hotel are not great (main the freeway). A short car ride will get you to Hollywood and Beverly Hills. But if you're going to Universal, nothing beats this hotel.
December 28, 2014
Rated 2 out of 5 by Emilio43 customer service lacking
I'm actually still in the hotel and I've stayed here on 2 previous occasions - this will be the last. The hotel is nice enough but the customer service is really bad. When I checked in, driving up curb-side with my family of 4 and one small dog, no one offered to help us with our luggage. I thought "no biggy"..
The following day (today) I called the front desk to see if they could send someone up with towels. Since we have a small dog in the room, I figured housekeeping would not be able to come in to clean our room while we were out and about and the small dog was still in the room. I, therefore, called the front desk in the morning (8:00am) and asked if someone could send up fresh towel before we departed for the day. About 5 minutes later, I get a call from the front desk saying housekeeping personnel are on my floor and that I can basically go find them to get new towels. Kind of annoying... even more so when I search my whole floor and find no one. I called the front desk back and the attendant said he would send someone up... of course another 30 minutes go by and nothing. I finally had to call the front desk back to cancel the request as we were leaving for the day. I'm the highest level of SPG attainable... I dont expect a red carpet but basic customer service would be nice.
December 22, 2014
Rated 1 out of 5 by Cflow99 Customer Care Absent along with Manager.
I had stayed at this Hotel about 10 years ago for two weeks and it was one of my most favorite hotel experiences. As I travel for work a lot - that is saying something. On this second occasion I was to stay here for a week. I ended up staying a bit over 2 hours. I was struck when I entered the room at how the rooms had gone downhill. I almost immediately climbed into bed as it was 5 am I was bleary eyed from driving and I really needed sleep before I had to wake up at noon. At 6:30 workers outside by window started major machinery. I believe it was a cement mixer. Then the jackhammer started. I called the desk and asked to be moved. "That requires the Manager and we cannot locate the Manager just now." "Can you call me when you do locate the manager?" 45 minutes later - still no call back. I called again and got the same run around. Finally 1 1/2 hours later I couldn't take it anymore and I packed my things and left. I asked that the manager call when they were found - I left my cell number. It has been three months and I have never received a call back. Sheraton's reputation has taken a severe beating based upon the ethos: lack of care of this facility.
December 7, 2014
Rated 3 out of 5 by kuikoo Great people working there, rooms need update
Very helpful maintenance man. He went above and beyond to help me with my broken luggage and didn't expect a tip at all! That's someone who takes pride in their work. We need more of them. I went to the hotel having had a wheel fall off my luggage at the airport. Having asked whether a maintenance employee was still there at the hour of 11pm when I arrived, they got him for me and he was so helpful I was floored. GREAT PEOPLE BEHIND THE SCENES AT SHERATON UNIVERSAL!
December 6, 2014
Rated 5 out of 5 by Sweetbrown Excellent Starwood Property
My stay started off a little rocky as a new hire was handling my check in and she was by herself. This was my 1st stay as a Platinum member and I was looking forward to that verbal welcome but did not get it. She was the nicest person and I believe a quality add to the starwood team, but do not leave your new hires by themselves it is not fair to their future success.
However, Jayson, made up for everything, after I got the wrong room (1 king verses 2 queens), he made sure that I got the proper room with the appropriate upgrade, got our luggage moved and left me a voicemail to ensure my comfort and expectations were met!
I appreciated how this was handled and made everything better. Great property and I recommend it highly, I will be going back!
December 5, 2014
Rated 5 out of 5 by arenadiva great hotel to stay at when visiting universal studios
universal studios is an unique attraction...there are only two hotels close to it...this one and the Hilton. we chose sheration because we are SPG members. the complementary shuttle to the park is great. but the hotel staff are real standouts. they are real professional and friendly.
December 1, 2014
Rated 1 out of 5 by Dero45 Not Good
Run Down, Dirty, Outdated
November 25, 2014
Rated 2 out of 5 by Minkc shower
Last time I stayed, it was noisy next door. This time it was the shower. I try to make it work for 15 minutes. Even took pictures and video. It is just too hard. Called the maintenance to notify of the problem for the next guest. It is just not comfortable to call someone in your room at 7am in the morning.
But you staff was fantastic, and the bed was great.
Hesitant to use or recommend your at the next LA trip due to two bad experience in a row. what can I do to help you ? I really like the staff and all.
November 25, 2014