Rated 2 out of 5 by Augs4 little Getaway
For the price we paid for this room it was not worth it. The rooms are small and outdated. Very disappointing. Would not stay here again at that cost.
July 24, 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 2 out of 5 by Bobegoli Not good experience
I am a gold member of SPG. When I booked I was told they put me in the newest remodeling room and also may upgrade my room or give me access to club level/ launch. Not only they did not upgrade my room, I was given room which the toilet was broken!!
July 23, 2014
Rated 5 out of 5 by SPARKY76 NICE
WILL BE STAYING WHEN WE COME BACK
July 22, 2014
Rated 2 out of 5 by JLF64 Surprised And disappointed
I was surprised and disappointed with the condition of the Universal Studios Sheraton. Upon arriving, I waited over 20 minutes to check in and encountered a rude front desk employee. The carpets in the hallway were rippling so badly I couldn't roll my luggage. In the room, the headboard and chair were cracked and peeling, the faucet was coming apart and there were no towels or blowdryer upon check-in. Very dilapidated for the price. I wouldn't stay there again.
July 21, 2014
Rated 2 out of 5 by Wally12 Hotel was disappointing
Came to hotel with 3 kids to go to Universal Studios. Requested adjoining rooms - didn't get 2nd room until after 7pm. No kids channels on TV even though they were listed on the guide in the room. When I called front desk, they said we would receive free movies for kids. Then the movies were unavailable. Disappointing!
July 21, 2014
Rated 5 out of 5 by Lopez5 Great LA Location!
This hotel, the Sheraton Universal, was key in the success of my children's first visit to Universal Studios. The comfort of the room, the revamped pool with cabanas, superb customer service, food, and shuttle to and from Universal City Walk, not to mention Highway 101 access, makes this hotel the "go to" for our Southern California experience!
July 16, 2014
Rated 4 out of 5 by Minion75 Vacation
Close proximately to Universal Studios and other attractions. Only drawback is air condition unit in room (#619) could not figure out to keep a constant temp. It cooled room down to 60 by morning, but was set at 75.
July 12, 2014
Rated 5 out of 5 by Billyjim19 Great Property
Very nice Property. The new pools is really something.
I had a room with two beds which was great because one of the beds needed to be replaced. It leaned to one side. Not sure why. The second bed was perfect.
I go to LA once a month for business and will stay here again.
July 12, 2014
Rated 5 out of 5 by Canadianfamilyoffour A nice place with great value
We stayed in an executive suite as a family of four. Plenty of room and the room was very clean. We enjoyed great service at the front desk and in the restaurant. Shout out to Monica in the restaurant for great service. We arrived just as the pool area reopened after renovations - it did not disappoint. The pool area was very well done with comfortable couches and covered areas. The concierge (named Dia I believe) was fantastic. We had club level status and highly recommend upgrading. The continental breakfast on the club level was great, as were the appetizers in the evening. The price we paid for the room for three nights was a great value given the location, the service and the pool facilities. Enjoyed the shuttle service to Universal Studios. Only criticism that I might have is that there are some areas looking a little tired and in need of minor renovation. However, the key areas, such as the lobby and pool area, were in excellent shape. I highly recommend this hotel if you are looking for a spot in the Universal City area for a fair price.
July 9, 2014
Rated 5 out of 5 by 5Dave8 Great location.
If you plan on going to Universal, or Hollywood Blvd., or Warner Brothers tours etc., the whole Hollywood scene, then this hotel is located perfectly for all of the above. And of course, being a Sheraton, the service, cleanliness etc. is top notch. The concierge was very helpful on tricks in getting around Universal efficiently. And he was right.
July 7, 2014
Rated 2 out of 5 by Lisafigo77 This hotel needs to be more organized
We were very unhappy with this hotel the room was hot..reservations were wrong and we were charged double although they did eventually fix the charge and the reservation we decided to leave due to problems with the program we were with but had the hotel done what they should have we would not have had the added stress
July 5, 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 5 out of 5 by Brian95138 Great Staff, Location, and Rooms
I enjoy staying at Sheraton Universal. Jayson and Max are great at the Front Desk and handle any of my concerns and needs. Hotel rooms are nice, clean, and updated. The elevators are good in this hotel with a typical wait time of 30 seconds to a minute (I have waited 15 minutes for an elevator at some other hotels).
If the room and staff aren't enough, the location is! Right next to Universal Studios and the City Walk. If the City Walk is too "touristy" for you, then 2 blocks away is a shopping center with all the stores you would expect to see -- restaurants, groceries, and department stores. Additionally, the Subway is across the street if you want to venture further without using a taxi.
I highly recommend this hotel!
July 2, 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 5 out of 5 by Tinigirl05 Friendly
Very nice upscale hotel with friendly staff.
June 27, 2014
Rated 4 out of 5 by Amazed1963 Reliable experience, needs some little things
Great lobby business center
Great Club room for free bfast -- but it does get crowded.
Comfy beds and pillows
Fitness center needs more stationary bikes and the TV monitor on the bike needs to work. Should install an elliptical too.
Elevators are slow
Parking structure is aging
June 26, 2014
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 jefree1 Convenient but Poor Customer Service
The front desk staff at this hotel obviously has a lot of practice putting customers off and providing poor customer service. We've been promised by three different staff members that our room would be ready "soon", yet two hours later we are still sitting here. The first agent said he would call immediately and have a rush put on our room, then promptly disappeared without making any phone calls. He was quick to remind us of hotel check-in time and that we were early (and obviously he had not obligation to lift his finger to help until the appropriate check in time). The second agent said she would be happy to downgrade us to a lower quality room and charge us the same price. She also was quick to remind us of the hotel check-in time and of the hotel policy to not quote times when rooms would be available. The third agent also promised a room "soon" and he would put a "rush" on the room. I stood waiting for him to make the phone call and he got the hint.
I've stayed at Sheraton properties before, which are usually run down and the staff is taught to put hotel policies ahead of customer service. This property is no exception. SPG should boot them from their program as they have SPG posted all throughout their lobby, yet they certainly don't offer the level of customer service most of us expect when staying at an SPG affiliated property.
June 22, 2014
Rated 5 out of 5 by SASA1 Excellent Service
Front Desk and Concierge were helpful in every way
June 20, 2014
Rated 4 out of 5 by Steve58CA Good location for Hollywood/North LA
I've stayed at this hotel a few times in recent years and its a decent hotel with very helpful and friendly staff. on our recent stay, we were given club rooms on the 18th floor facing the outdoor lawn event area. Unfortunately, this hotel is very popular event location and we were there at the same time as an entertainment industry conference. Their Saturday night party went on until 2am. Even from the 18th floor, we couldn't get any sleep. The hotel management were gracious enough to refund the cost of one of our rooms so fair enough for the loss of a night's sleep. So, although the location is great for families wishing to visit Universal Studios - be aware of the conflicts that hosting events can cause to other guests. Take ear plugs is my recommendation.
June 17, 2014
Rated 3 out of 5 by FM2012 Universal Studios Around the Corner
This Sheraton has Universal Studios around the corner therefore is a prime location for visiting the park. Parking is ample and next to the hotel. The bell staff is over worked and stressed and unfriendly and when the concierge was asked to help with something, he was rude, defiant and apathetic. The elevator was the slowest on the planet with waits up to 10 minutes each time needed. The room was spacious and comfortable. And was in the summer and the beautiful pool was not open for guests. Really a shame! The Club Lounge was nice and had a friendly staff and ample food for breakfast. You are paying for location here, but the staff friendliness needs a lot of work.
June 15, 2014
Rated 4 out of 5 by NDNonno Features
Unfortunately the pool was closed for renovations. However, the bar is great. Lots of room at the bar and to relax in semi-private lounge areas around the bar. We particularly like it's close proximity to the California Canteen, one of our favorite restaurants in the world, a short taxi ride up the street.
June 15, 2014
Rated 2 out of 5 by Brimmy family fun
it was excellent for the convenience of Universal Park
June 14, 2014
Rated 5 out of 5 by NatalieAyala Excellent assistance
As a Starwood Hotel employee I had high expectations when it came to customer service in the hospitality business, but I was beyond pleased with the excellent customer service provided. Claribel especially, was superb. The room I booked was for my brothers anniversary and not only did she assist me with information needed but she helped me set up their surprise i had for them in their room. She is extremely kind, understanding and dedicated to her work. She really went above and beyond to help. Thank you so much for a wonderful stay. My brother and his significant other really had a great time. I would definitely recommend this property to other people.
June 14, 2014
Rated 1 out of 5 by Lana1234567 Customer Service
The Customer service in this hotel is lousy!!!
Lack of return phone calls by managers! And a lack follow through of getting anything done....
June 10, 2014
Rated 1 out of 5 by Nando27 Terrible experience
Communal areas other than the main lobby require urgent improvement. Corridors had a heavy smell, unbearable at some points.
Staff was clueless and not friendly.
June 10, 2014
Rated 5 out of 5 by swim64 Sheraton Universal
The hotel exceeded my expectations. It was clean and up to date in its appearance. The room was similarly maintained. Close proximity to Universal Studios was a real plus. Food was good quality and service was excellent (Starwood Standards were being met). The only minor issue we had was the freeway traffic noise penetrating our room which made it difficult to sleep. We were on the 18th floor facing the freeway.
June 9, 2014
Rated 1 out of 5 by Joeleen Need to update room Furniture
So uncomfortable to stay when room is not clean.
June 9, 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