Rated 4 out of 5 by Korn Disappointed
The hotel lobby and staff were great. I was disappointed with the room and pool. I understand the pool is undergoing a complete makeover however I have to rate it based on what I saw not what it might be. Also the when the elevator doors opened on the floor out room was on it smelled old and stale. Upon entering our room it was the same. It was clean and appeared nice but it is looking tired and worn. Also the bathroom is very small.
April 25, 2014
Rated 2 out of 5 by regg87 Not a good experience
The hotel is located in Universal City and is targeted at parents with children and for holding large conferences.
The hotel pool is under renovation and is closed now.
The standard room is small, but equipped with all necessary facilities.
If you are Elite member of SPG Loyalty Program, you don't need expect special attitude, the reception staff are extremely unfriendly and some of them rude, as the hotel Is operates on a license of Sheraton, then the Sheraton standards complied here only partially. But the staff in the restaurant are very friendly and accommodating!
The hotel has a Club Lounge, where served a continental breakfast and snacks in the evening. Given his always full occupies (its difficult to find a place to sit) is better to eat elsewhere.
March 26, 2013
Rated 4 out of 5 by jdodge2010 Concert at Gibson
Nice hotel, close to venue - which will be no more (sad note, too bad). The street to get to the hotel was blocked off by Universal due to traffic for a concert....WHAT - why would you block the entrance to your hotels for guest??? Had a horrible time getting to the hotel in the first place. Almost changed direction and cancelled. Street was not reopened until midnight. Not smart to block your guest from your entrance. - Once staying there the bar staff, one person, after event on your Universal ground...didn't seem to want to be there working - not very professional - and understaffed for time of day for the guest. Awkward and almost rude by the bartender to another guest is what I witnessed. If you don't want to wait on guest, don't work at a bar - please.
August 19, 2013
Rated 1 out of 5 by Amir50 Universal Sheraton
This is the second time in 3 weeks that I have stayed at this hotel, and both times it was a poor experience. This hotel is not a good idea for a business traveler. The club seems to be open to everyone, because it is always loaded with families and children. Many things don't work! The pool has been closed for awhile now, and elevators make a very load noise, the carpets are in a sad shape. This is the worst kept Sheraton I have ever been to.
April 19, 2014
Rated 5 out of 5 by Caza thoroughly enjoyablevisit
We enjoyed the offer of wine or ice water or both at registration. The staff was helpful and courteous. The breakfasts and appetizers were tasty. Regulating the room temperature was tricky and the door handle was stiff. Neither of these were much of a problem. One of us is handicapped and staff extraordinarily accommodating. We stayed an extra night because we enjoyed the hotel so much. The dining and service was outstanding. We have small appetites and there was no problem with sharing each entrée. Can’t wait to do it again.
October 3, 2012
Rated 1 out of 5 by Mike458 Room was stuffy
The room smelled like food when I came into it. I turned on the air to 68 and it never cooled down. The room remained stuffy.
And the bathrooms are tiny.
May 24, 2014
Rated 5 out of 5 by UNCfan2013 Terrific hotel in LA
Great hotel. Everyone at concierge desk was terrific. Not only were they helpful, but always enthusiastic. We took the shuttle to CityWalk for dinner several times. Loved having the metro just down the hill - great way to get around the city. It's a steep walk back up to hotel, but the exercise was good. Upgrade to Executive Suite if you can -- large, comfy room and great food in club lounge. Never had an issue with noise. ONLY complaint is overpriced parking fees.
April 7, 2014
Rated 3 out of 5 by SleeplessInUniversalCity Disappointing stay
Maybe my timing was bad, not sure. We had at least on our floor a number of Cheerleader tournament contestants on our floor and were running up and down the hall hooping, banging, and hollering. Did not get much sleep. Called security but 20 minutes later it all started again. Probably won't stay again. Complained at check out and they credited me my $18 per day parking fee, which totalled $36. That did not really compensate me the good night rest that paid for. It was a VERY disappointing stay. Rest of staff was friendly.
March 6, 2012
Rated 3 out of 5 by Ben2012 Beautiful hotel with some minor problems
Beautifully located hotel on a hill with close access to Universal Studios.
However, there are some problems with the hotel:
- elevators are extremely slow and inefficient (a group of guests waited nearly 10 minutes once)
- club lounge is supposed to be open until midnight, yet access was closed starting 10pm
- phones in the room do not work properly
- dim lighting in room
It is a pity that such a great property is littered with these small problems but I believe they are easily remedied,
March 14, 2014
Rated 5 out of 5 by crasher61 this hotel exceeded my expectations
cutomer service was first class,very friendly&approachable ,very clean neat and tidy,enjoyed our two day stay.
May 24, 2014
Rated 1 out of 5 by Axxiom2000 October 2013 family vacation
As a frequent business traveler and Gold Starwood member, I was disappointed with this property for a family vacation. First, the pool is out of operation due to extensive remodeling. Next, the rooms are also very old and in need of renovation. Finally, the front desk staff is nominally helpful.They don't answer questions, and don't portray eagerness to help. Every time I approached them, their attitude made me feel like I was inconveniencing them. The front desk staff are the "face" of the brand, and they can use new blood at the front desk that will portray more motivation and eagerness to help guests. I will provide a compliment to the Club Lounge - the service staff at the lounge are very helpful and have a great attitude, and this facility is clean and updated.
October 23, 2013
Rated 2 out of 5 by anunhappyguest Dissatisfied
I reserved a room with a King bed, I was given a room with a small Queen bed. There was no shampoo, conditioner or soap in the room. One of the bedside lamps was missing. The shower was a handicapped shower (not requested) so there was no edge, and the drain was clogged so the bathroom started flooding. The air conditioner was noisy. Staff was pleasant and refunded 30% for the night and changed the room for the next night, but I should not have been charge anything for the totally unacceptable condition of the room.
October 21, 2012
Rated 5 out of 5 by Dave2 Five-star customer service
Location was fantastic for Universal. Service was excellent from booking (LeAnn took care of securing adjoining rooms for us--travelling with kids), welcome emails prior to trip/day of trip/end of trip). at the moment of arrival with Aaron at Valet, Antonio at the front desk with a fast, efficient, and kid-friendly welcome as well as the super friendly (and genuine) staff across the board (front desk, room service, bar, restaurant, housekeeping, Club level, concierge, etc.). This is how 5-star hotels should do it.
July 29, 2013
Rated 2 out of 5 by leeds Doesn't meet my expectations
=When my wife and I arrived at the hotel, there was only 1 front desk receptionist. As she waiting attending with someone already when I arrived, I waited patiently in line. After about 15 minutes of waiting, I became very annoyed that no one was noticing the growing line of guests waiting to check in. This was on a Friday night, which I would think the hotel manager would expect to see more than 1 guest. Anyhow, this is beyond unacceptable in my opinion to make a guest wait for longer than 5 minutes to check in.
October 23, 2012
Rated 5 out of 5 by iminlondon04 Best guest service
Thank you so much for making our mini vacation the best. When we arrived we were greeted at the Starwood perferered and Max helped us out. We checked in and were informed that our room was not ready yet because the guest before us checked out late. Max was kind enough to check to see what was available and he offered to upgrade us from our executive suite to a VIP suite (this is what Max referred to it as). The room was amazing and the customer service was the best of any hotel I've ever stayed at so Thank You.
October 26, 2013
Rated 5 out of 5 by happycamper Great Staff
We would like to call attention to Eduardo at the Bell Desk and Eugene at the Front Desk. We were greeted and given lots of information on Universal Studios and surrounding area, our bags were delivered expeditiously. Eugene went out of his way to make sure we were comfortable in the room that we were assigned. We had just left the Anaheim Sheraton and weren't treated as good as we were at the Sheraton Universal Studios. It comes down to the people you have at the Universal Sheraton. Thank you for a great stay.
March 26, 2013
Rated 3 out of 5 by TERNG Disappointing Stay Poor management & service staff
Checked in for a King Executive Suite. Suite has no refrigerator. Called guest service and they confirm all rooms in this hotel has no fridge. they will only send if available. Calls to guest service was either not answered or directed to automated response with long wait. Requested for manager to call back, no one did even after check out. Generally poor service from most personel of the hotel except Chambermate and room service staff. Will not recommend this hotel even if you expect just satisfsctory service.
December 26, 2012
Rated 2 out of 5 by Jo30186 This hotel doesn't offer much for the price of stay
Hotel does not offer shuttle service to and from airport or any near by areas of interest. No complimentary breakfast offered to guests. Refrigerator is available upon request but hotel does not have any microwaves to heat up your food. Sliding door to balcony difficult to access and open and also balcony area did not appear to be swept. The toilet is way to close to the wall which made it very difficult to reach for the toilet paper. The only good thing about this hotel is the location near Universal Studios.
May 25, 2012
Rated 1 out of 5 by roropre Poor personal service
The front desk staff was unhelpful as well as the valet guy, spg had my reservation canceled by mistake and instead of the front desk girl trying to help me fix the problem she asked me to step a side and returned when I had the issue resolved, and in the other hand I had the Valet guy on top of me asking me to move my car to the parking lot or to use there services, my car was not on their way and it was a really calm night, no one at the lobby but us.
I ask for a phone or internet so I could communicate with spy because there was no signal on my cel, but once again the employe was not helpful, I had to leave the hotel to find signal to place the call.
I was on a family vacation and after a long trip and a long day, the least you expect is to be stock on a lobby for more than an hour with small children.
March 9, 2014
Rated 4 out of 5 by Steve58CA Great location for Hollywood sites
We stayed over the weekend while visiting family in the LA area. I booked two rooms - one with points and paid for the other. Since this was the stay that got me to Platinum status I was hoping for some special recognition. But all we got was two standard King bed rooms on the SPG level. I guess we've become spoiled following our amazing treatment recently on our European anniversary trip. However, the staff were all very helpful. The bar has a nice atmosphere. Note: Valet parking is $22 per day plus taxes.
September 29, 2013
Rated 3 out of 5 by lo89117 Returning guest
We have stayed at this hotel previously and was satisfied with the service. The hotel is nice and the staff is friendly. The first complaint is the people in the room next to us attempted to get in our room through the connecting door. The room was not cleaned the second day of our stay due to there was only one housekeeper on duty. I had to ask her for clean towels and wash cloths.
April 24, 2014
Rated 4 out of 5 by SanFranTom Comfortable hotel with a few issues
While I stay at this hotel fairly frequently, I'm beginning to notice some issues that make me question whether I need to find another property. The gym equipment needs better maintenance and upkeep, including the water cooler which was empty. A more alarming issue is the prices on room service items. The cost of a Caesar Salad with chicken would have been $45! That's outrageous!
April 24, 2014
Rated 1 out of 5 by scuba99 Very poor Sheraton
This hotel needs considerable work, pool is non-functional and is dated from 70s. For a Platinum member and used a Suite award was put into a Junior Suite facing this old pool and it was barely larger then a standard room.
May 10, 2014
Rated 2 out of 5 by Billy4 This hotel needs improvement
Our room was not accomedating to what they say online nor what the booking agent told us. when trying to trade rooms they said they were sold out of the rroms we needed but my wife called and asked for reservations and they said they could book it for her so then the hotel accomidated us after we told them that wwe knew they had rooms left.
April 28, 2014
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 5 out of 5 by DeeDee Very pleasant stay, perfect location
I thoroughly enjoyed my stay here for five days and five nights. The staff in every department were more than helpful and very friendly. I enjoyed the food in the restaurant and most mornings had my breakfast overlooking the courtyard/pool area. The location was ideal:right across the way from Universal Studios, and five minutes walk to the Metro. I couldn't be happier, it felt like the relaxing and luxurious vacation I was wishing for, and I would definitely stay here again. Thank you everyone!
July 2, 2012
Rated 4 out of 5 by PerryC Good Hotel but no staff around at night
This hotel is much better than I expected after reading some of the reviews. Everything was up to Sheraton standards. The only problem was that when we arrived a midnight there was no one around. I had to ring the bell at the reception desk and then had to search for the valet to park the car (guess I should've parked myself). We had already unloaded all our bags and we're going to the elevator before the bell staff arrived. If they are working on tips....they aren't going to get any from me.
October 17, 2013
Rated 3 out of 5 by Ben2012 slow internet
In addition to my previous comments about the long elevator waits, the club lounge service, and the poor lighting in rooms, the wireless internet service throughout the hotel also seems to be slow and unstable.
Again, all the above seem to be easy fixes for the hotel to get back on par with other Sheraton hotels that I have visited. The parking structure next door is a good alternative for guests who prefer to self-park rather than valet their cars.
March 17, 2014
Rated 2 out of 5 by J1214 Wish rooms were cleaner...
The first room I was given on the 3rd floor overlooking the pool area had a very clogged toilet. I promptly called the front desk for a new room and they already had another room waiting for me when I arrived back at the front desk.
The second room I got was clean, with exception to the previous person who stayed in the room left her 4 pairs of g-string underwear, two pairs of socks and an undershirt on the floor which was behind the opened door to the bathroom. My guess is the cleaning people didn't close the door to the bathroom, thus never say the pile of undergarments left on the floor. I promptly kicked the garmets into a plastic bag from the closet and threw them out into the garbage.
Anyway...an unfortunate experience for the two rooms I got when I stayed this past week at this hotel.
November 3, 2012
Rated 3 out of 5 by DesignGuy949 Great location but needs to be updated
This is my 3rd stay at this property and everytime I come away with the same POV--it's a great location for business in Hollywood or the SF/SG Valley but the rooms decor is not well maintained. I see they are completely renovating the pool area which is great and the lobby still looks and works well. Staff is always a plus at this location. It's simply the wear & tear on the rooms...and this even on the "SPG Exec. Floor". For instance our headboard's material was cracked/peeling and didn't seem like a place I wanted my head near all night. The mirror by the closet had some weird trim work falling off the wall. The paint needs attention and the bathrooms are painfully small. So....let's hope the pool is just a start and that this signature Sheraton property will keep renovating on the room levels.
November 28, 2013