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 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 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 5 out of 5 by JNTBoss Exceptional Service
My SPG membership was acknowledged by the Valet and the Registration desk. I was given a nice room on the club floor, and the bell desk brought me a refrigerator and extra towels and was very helpful. We had a problem with our door key not working, and the security guard came immediately and treated us to a nightcap for our troubles. We stayed one week and the room was clean and all staff so friendly. The valet Curtis noticed a scrape on my car that I hadn't gotten fixed, and got some polish out and buffed it out. Amazing. Great service, the building has interesting history and great location. Nice gym, and we had a business meeting in the lounge with great service. I did not like the cabana rooms, they are tired... the tower was better. Thanks!
March 17, 2012
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 4 out of 5 by miles1 A plesant surprise
I had to come to checkin very late. There was a computer glitch when I arrived and had to wait for a long time to checkin. I am handicapped and when I went to my room # 404, the key didn't work. I had to go downstairs and was accompanied to the room which was really 406. Then the key worked. The gentleman who came with me apoligized to me. After I was in bed, i noticed that i had left my iPhone in my car. I called downstairs and asked them to please find it and bring it to my room . They were wonderful and it made me glad. The convention floor was very nice also. From that moment on, It was run so well even our awards showon the 21 floor on Friday.
I am going up to Sacramento the end of this month with reservations at the Sacramento Grand Sheraton.
February 10, 2013
Rated 5 out of 5 by Pami10 Exemplary service
I am 3 stays from recovering my Platinum status. This is the hotel where I attended my 10 year high school reunion , my college sorority reunion , and I try to stay here when I come back from Florida for work. The staff, especially Sam, is always so attentive,engaging and professional that I have stayed here whenever possible. I so appreciate Sam's note of greeting and the upgrade even though I haven't recovered mt Platinum status yet! My upgrade to an executive suite was so surprising and so appreciated that I will book here again when I have to come back for work next month. Thank you all for your attention to smiles, service, friendliness and recognition. I am a Starwood fan for many many years, I will continue to be a fan of your property forever.
November 22, 2013
Rated 3 out of 5 by Eddie2476 A little disappointed
The room was a bit disappointing for the money. I don't expect to have to stand with one foot in the toilet in order to use the sink. The first night I found the sheet on the bed was not even long enough to tuck in. It appeared to be a queen sheet on a king bed. I spent the night having to adjust it so as to not sleep on the bare mattress. I realize your charging for location to the park but I'm not sure I'd use this facility should I return to Universal. With the rates you charge I shouldn't be charged $20+ a day to park my vehicle.
September 16, 2013
Rated 2 out of 5 by guesswhat4039 SERVICE AND ROOM UNSATISFACTORY
THIS WAS MY 3RD TIME AT THIS HOTEL.. FIRST 2 X WERE EXCELLENT... BUT THIS TIME WAS AWFUL. THE VALET WERE RUDE. WHEN I GOT 2 MY ROOM THE SINK HAD ASHES ALL OVER. AND I LAID DOWN THE PILLOW CASE SMELLED LIKE BUTT. WHEN THEY WERE NICE ENOUGH TO CHANGE ROOM THE THE GUY WHO CAME TO HELP US WITH THE LUGGAGE WAS SO PUSHY AND MEAN. I TOLD HIM TO SEE THE ASHES IN THE SINK AND HE SAID NO AND TO HURRY TO GO TO THE OTHER ROOM. USUALLY I ENJOY MY STAY BUT ALMOST EVERYBODY THAT WORK THERE ACT LIKE THEY DON'T LIKE THE JOB OR MAYBE IT WAS JUST US.
December 2, 2013
Rated 4 out of 5 by Fromage old
The hotel is old and very dated. Really could use an upgrade. My room was small and the bathroom was tiny and could really use an upgrade. But it was clean! The hotel staff was brilliant as to guessing my needs. The only run in I had was with the valet. They wanted me to check in before taking my luggage. Then they wanted me to give them my luggage before checking in. Then they came to me while I was in line tying to check in and wanted my car keys. I don't usually valet park... I like having access to my car when I want it.
February 24, 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 Steve58CA Good location near Universal Studios and freeways
We stayed here for a weekend visit to our family in the LA area. As a platinum member I used a Suite Upgrade award and we were given a nice Executive Suite on the 14th floor which is reserved for SPG guests. We also had access to the Club lounge which provides continental breakfast and evening hors d'oevres. On the negative side, the pool and jacuzzi were closed for refurbishment which was a shame since the weather was over 80F. Still, the staff are very helpful and friendly and we will stay at this hotel in the future.
March 12, 2014
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 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 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 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 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 winestem Enormous disappointment
What an enormous disappointment. I am a big fan of SPG, and, in fact, stayed earlier in the week at the St. Regis Houston property--to rave reviews.
Now, while I know that the Sheraton is not on the same level of quality as the St. Regis, I did not know that the brand in general, and this hotel in particular, had sunk to such abyssmal levels.
I even used my SPG points to book a suite, #1203. My wife and I had come there with our son because he had surgery at a nearby clinic this morning, and the hotel was conveniently located. But the positives abruptly stop there.
We checked into the hotel late on Sunday night, after numerous travel delays. Although we were coming from the St. Regis in Houston, I was still fairly optimistic of a lovely stay because:
1) We were staying in a suite with access to the Club Floor, and
2) The points I used were still considerable, and not at all reflective of an inferior product about to be experienced.
The hallway from the elevator to the room was underlit, and the carpet not entirely safe to walk on. Over the course of two days, my wife and I tripped a few times because it is bunched up in places and, due to the pattern, difficult to see where it was bunched up. This same hallway showed the detritus of a couple of rooms' room service meal leftovers, not to mention a few discarded cups and half-consumed Starbucks beverages people had set down in the hallway--presumably for someone to clean up!
Entering our room was no less disappointing. The front door was battered, the room ill-lit, and the furniture had seen its heyday a couple of decades earlier.
The windows, even on the 12th floor, let in most of the sounds of the 101 Freeway, since they were old and in disrepair like the rest of the room. The headboards were covered in an artificial creme-colored leather that was stained and cracked and spotted. The floor was threadbare, as were the linens on the beds and in the bathroom. How a bathroom barely large enough for one person to fit could even accompany a suite is beyond my ability to comprehend it. The fixtures in the bathroom were slightly cleaner than the bedroom itself, but still tawdry and more akin to what I'd find in a one or two star hotel.
We were awakened in the middle of the night by the clock radio, whose alarm hadn't been disarmed by the maid, and when morning finally did bring light into the room, we were shocked at just how beaten up, ugly, and outdated the place was.
Trying to put the best face on this grim situation, I took my wife and son down to the 8th floor for the continental breakfast.
Yes, the oatmeal was almost warm enough to be called lukewarm, the tables were a mess, barely cleaned unless we requested it. The fruit was melon--out of season and crisp, rather than ripe. The breads were one-dimensionally white and highly glycemic, and the cereal selection poor. Even the yogurts, instead of sitting attractively on a bed of ice, were dumped into a black plastic bin. All-in-all, really unappetizing.
The lobby is a mess:filthy, chaotic, and understaffed. And while the personell we did speak to were friendly and helpful, they were fighting a losing battle.
Sheraton is undoubtedly making money hand-over-fist on this property. With no investment in it, it is just a cash cow for you to use to part the hordes of Universal City tourists with their money. Shame on Starwood for letting this property sully the Sheraton name in such a depressing manner.
I could not be a more displeased Starwood Preferred Gold member. My points were completely wasted on a wasted property, and I have to question why I even accumulate points to use at Starwood if this is the way they're going to treat properties that are not under the St. Regis flag.
April 2, 2014
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 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 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 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 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 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 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 5 out of 5 by PatrickK Over The Top...
I had the pleasure of staying at the SUH on Saturday, 5/3/14 and my experience once again was absolutely wonderful. I can't say enough positive things about this property and their staff. I look forward to my next visit soon. Many thanks to those staff members I came in contact with for making my visit so enjoyable. And a special thank you to the GM of the property, Cynthia Chow, for her extra attention to make sure my stay was terrific. See you again soon! =)
May 8, 2014
Rated 3 out of 5 by Lagerboy76 Good Hotel but issues with club access and contacting guest services
We stayed in a club room, although the one we were given was an accessible room which meant the shower was too low for me. The club room did not have me on the list and had to phone down to check, even though you can only access the club room with a club room key. Also both times I called guest services the wait was long, the second time I gave up and we took our own bags down. I was also charged for internet access and when I spoke they said my rate did not include internet, even though I was told by a staff member it did...it was promptly refunded. Having just stayed in Sheraton Park Anaheim I was amazed that alcoholic drinks are free in Anaheim club rooms but not in Hollywood and it appears the same for net access. The only other time I stayed in a club room net and alcoholic drinks were included..I think club rooms should have consistency
May 18, 2014
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