Rated 4 out of 5 by Savoy Very comfortable, needs a complimentary breakfast
Sheraton Universal was very comfortable and the staff was great. It would have been perfect if there were some kind of complimentary breakfast.
February 18, 2014
Rated 2 out of 5 by Woodpgn Room needs repairs
Very disappointed, for the price of your rooms, they should be immaculate. Found dead bugs in the bathroom. Paint peeling.
February 17, 2014
Rated 3 out of 5 by ahmad7 Great service
great excellent stay and friendly peapole
February 17, 2014
Rated 1 out of 5 by BetterServiceTraining Frustrating stay
My frustration began upon check in. My reservation was made by my company as part of a large room block. Apparently my reservation called for two beds. When checking in I asked to 1- pay for the stay on my own credit card, 2- include my SPG Platinum status on the reservation, and 3- to change to a king bed if possible.
I was told that the club floor was full, which I certainly understood, and asked that a higher floor (closer to the club) be prioritized over beds.
I received a terrible room in the bowels of the hotel, away from the main tower. The room had no toilet paper on the roll! Luckily a back-up roll was stored in the room.
When checking out, there was a problem allowing me to pay for the room (which I asked for at the beginning of this stay), resulting in delay when I was in a rush to make a train. It was allowed when my company organizer was contacted, but this should have been dealt with during the preceding two days.
Having just reviewed my SPG account, I received some, but not near all, of the credits I should have earned, and didn't receive stay or night credits. I've since submitted a correction request for those, but am very disappointed at the Sheraton Universal.
February 16, 2014
Rated 2 out of 5 by ChrisT This hotel needs help!
This is the second review I wrote as the last one when I went to post it said that they need at least five reviews prior to posting. Funny, there are over 500 on the web page and I stayed at SPG properties over 60 nights last year and usually do reviews. Maybe they did not like what I had to say. First and foremost, the hotel is in desperate need of a major renovation. Second, the internet is a complete joke as I had to use my phone's hot spot as I could not even download emails on their system. The staff was great but they are working with a complete dog.
February 8, 2014
Rated 5 out of 5 by LegDir Our stay was wonderful.
We totally enjoyed our stay at the Sheraton Universal. The room was great but the staff, from the front desk to the concierge, were superb. They were friendly and extremely helpful everytime we had questions, which was alot.
We have never enjoyed a stay at a hotel more.
Thank you. We would recommend this hotel to anyone.
February 9, 2014
Rated 3 out of 5 by David0114 Close to Venue
Overall the property was ok. It could use some updating but close to Universal Studios park. Which was nice. Pool was under construction, so no comment there, but could be spectacular when complete.
February 10, 2014
Rated 2 out of 5 by AlS0513 Hotel has potential.
I used to be a regular at this hotel (~8 nights and 1-2 meetings per month). I always enjoyed my stay at this hotel. The staff in every department made me feel welcome and provided excellent service (valet, front desk, and restaurant staff). I stopped staying at this property when the hotel began to show signs of not being properly maintained. I shared some feedback with the General Manager at the time and was told they would look into the issues and I decided to give the hotel another try this week.
I was very disappointed to find that the major complaint I shared several months again with hotel management had not been properly addressed. They previously had three elliptical machines and all three had some type of issue. Upon my return visit to the hotel I found the solution to the problem was to remove one of the machines which left just two ellipticals. To make matter worse, both of the remaining two machines is still in need of repair. One machine does not have any sound on the TV and the other does machine does not properly rotate. I had to quit my workout after just 10 minutes on the only elliptical with sound on the TV because my back became sore from the improper rotation of the machine.
This hotel has so much potential. Great location, great staff, and the pool renovation that should be completed this summer. However, I am not sure I will give the hotel another chance since I lack confidence that they will make the needed repairs. This is unfortunate since I really like the hotel staff and the location.
I would imagine my 8 room nights and 1-2 meetings per month would more than cover the cost of repairs for the elliptical machines.
February 11, 2014
Rated 2 out of 5 by ChrisT Needs help
Like many Sheratons I have stayed at over the past few years, this one too needs updating. The rooms are tired and the wifi is so bad I could not get any work done on their system so I had to use my phone's hot spot. As always, the staff was very friendly and helpful but the property is tired. After many years of Platinum level, I think I am going to start staying at other chains.
February 8, 2014
Rated 5 out of 5 by Carjoy5 Our Greatest Travel Experience Ever!
The Sheraton at Universal was an incredible experience for the five of us. We were treated beautifully by all the staff who helped us celebrate our 25th Anniversary and our daughter's 23rd birthday with wonderful perks. We had chocolate strawberries delivered to our room and all kinds of surprises throughout the long weekend. The rooms were immaculate and the ammenities were fabulous. We especially enjoyed the fitness center and the buffet breakfast every morning. The concierge helped arrange tours for us in LA and always seemed to go that extra mile to make us feel comfortable. Thank you Universal Sheraton for a memorable experience.
December 31, 2012
Rated 1 out of 5 by JohnBobo24 Temperature Nightmare
Overall, the hotel is a good hotel. However, we found our room to be very stuffy so we turned on the AC unit. We set the temperature to 65. After about an hour it felt like 105. We called the front desk and they sent a maintenance man out. He stated this has been a problem because the unit is connected to a centralized hotel vent which was running the hotel heat at the time. The temperature was absolutely miserable. The maintenance man provided a fan and told us to simply turn off the AC unit. This made for a miserable night sleep.
January 6, 2014
Rated 4 out of 5 by Mario297 Great staff, small bathrooms
My wife and I with along with our two adult children stayed here for 3 nights. The kids had a double room. We got an upgrade to an executive suite. This is an older hotel that they are in the process of remodeling. The rooms were very nice. Our suite was large but, the bathroom was very small with very limited space to set anything on the counter. I noticed it was exactly the same in the kids room. There was some noise from the construction crew building a new swimming pool but that did not bother us. The staff from check in to valets and cleaning service were all very friendly and helpful. I would stay here again.
January 14, 2014
Rated 5 out of 5 by ndavis801 Great Service, and Convenience
I have stayed at this hotel several times and service has always been great. Check in, once I reached the counter was expedient and very friendly. Our room on the club floor was clean and quiet. The club lounge offers a very generous breakfast buffet also with great service. Hotel is convenient to Universal city and offers a shuttle to Universal Studios. Location is also very convenient to Hollywood and, because of nearby Fwy 101, other Los Angeles attractions. Looking forward to my next say in September.
May 13, 2013
Rated 1 out of 5 by GE123 Extremely unsatisfied!!!
I would simplify this review and list down all the unsatisfactory items I've had with Sheraton Univeral:
1 - They lost my reservation from a month ago.
2 - Misinformed on which airport is nearest to the hotel. I was told to go through LAX!
3 - When I rebooked my reservation, they would not extend the group rate that was given initially. Had to complain to the seminar director that i was attending to get the rate.
4 - No hot water in the shower the next morning of my stay!
5 - Finally, I was charged twice on my credit card and will now have to wait until the weekday to dispute!
WILL NEVER STAY HERE AGAIN AND WILL NEVER RECOMMEND THIS PLACE TO ANYONE!
March 24, 2013
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 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 1 out of 5 by JayThePicky The worst experience ever
At first, this hotel seemed to be a decent hotel with the perfect location, but it didn't take long until I realized how bad my staying experience would be.
After putting kids in the bath tub, my wife told me that the bed size seemed wrong. We booked a room with two queen sized beds, but the beds looked too narrow, like double-sized. Luckily, we had a measure tape, so could easily confirm that we were given the wrong room indeed. Ok, not a big deal. The front desk should be able to handle it in no time.
However, my wife came back looking disappointed after quite a long time. They did exchange the room, but the problem is, she said, it took really long for them to figure out what went wrong, and they were really unfriendly. They didn't even apologize for their fault.
Ok, still not a big deal, we thought. They seem to have a lot of customers today, so it may not be their best day. I went down to check the new room, and it had the right beds this time. But, soon I realized that the room was strangely cold, and the heater didn't work. Only cold air was coming out from the vent.
I went down to the front desk myself this time to talk to the manager. And, wow, my wife was correct. She didn’t bother to apologize and just said “We don’t have any rooms with two beds available right now. I can have technicians check the room.” What can I do? I just made sure they’d take a look ASAP and came back. Luckily, it was fixed in about an hour, and we finally moved to the new room.
If this had been the end of the story, I would haven’t been writing this review right now. The next day, when we came back the to the room after a long day, we found that the heater didn’t work again. :( This time, I knew better than to assume they’d sincerely apologize for the ordeal, so I just brought a small space heater from the car and used it instead.
We’re not living in the perfect world. People make mistakes. They can give customers wrong rooms. Things are broken sometimes. But, what matters is, when things go wrong, you must take the responsibility, sympathize with the customer, and offer sincere apology. Just one word can change the whole impression.
I doubt they’d care about what customers say here though. They have little competition there near the universal studio, and customers keep coming in no matter how bad the staying experience at the hotel is.
BTW, there were other things that were below than average with this hotel, such as weird consistent fridge-like noise throughout the night and old elevators making scary noise and shaking...
December 31, 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 4 out of 5 by BettyS Nicely updated and comfortable
Clearly the hotel is not new, but the rooms have been updated nicely and are extremely clean and comfortable. The age of the hotel shows in the noise level and some of the decor, but it was not a deal breaker. The hotel lobby and bar area was great for business and socializing; Starbucks on site is always a plus but it would be even better if it was open past breakfast. Breakfast in the hotel restaurant was decent (plenty of options for vegetarians), albeit very pricey. I skipped lunch/dinner and took the short walk to Universal for meals after that. Even the tourist prices there were more palatable than a $27 salad. I had the misfortune of staying while the pool area was under renovation, so unfortunately there was no space to relax outdoors. I'm sure it will be lovely when it's completed, but I was looking forward to that after traveling from the chilly Northeast in the winter! Overall, a very pleasant stay while I was in for a business meeting.
January 22, 2014
Rated 5 out of 5 by OMNIPRESENT Exceptional service!!!
I've been an SPG member for a little less than a decade, and an elite member for three years, and the Sheraton Universal Hotel has by far been one of the best stays I've had! Due to travel constraints, I had to check in early - the staff was attentive and accommodating, Claribel granted my request and was very cordial. Later, upon checkout, Joey allowed me to extend my stay an extra 30 min because my flight was delayed. Also, the front office manager Sherry personally reached out and thanked me for my stay. I've stayed in SPG locations from Bali to New York and the staff here, as well as the room cleanliness & service have been world class. I will most definitively stay here again, as well as recommend friends and family to do the same! Thank you, Sheration Universal.
November 25, 2013
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 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 4 out of 5 by LaurenO Noise in hotel
Wish I was warned that staying on a higher floor would be extremely noisy on a Friday night, due to a party in the roof bar and the clean up afterwards (e.g. vacuuming at 5am). Everything else was pleasant.
January 21, 2014
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 4 out of 5 by iori198199 great location for visiting universal studio
My only disappointment was being offered to upgrade to suite at a $50 charge by email but when apply for it, was told no more suite available, other than that the hotel is great
January 21, 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 2 out of 5 by DisappointedMember Dissappointed with the experience
I'm a platinum guest and stay in Starwood properties more than 75 nights a year. This was one of my worst experiences in 2013. I had 3 club level rooms booked, 2 confirmed as adjoining for a family traveling with us. When I arrived, all 3 rooms were on different floors and the two booked for the other family were both king beds instead of 1 king, 1 double beds. I was able to give up my double room to make it work for the other family, since the hotel staff was unable to figure it out. The internet was down for our entire stay. The club lounge opening was unpredicatable, and charging to our rooms was never an easy task. The buidling / facilities / location are great. They just need to work on their customer experience.
January 3, 2014
Rated 3 out of 5 by kwswam Exceptional staff
Everyone we interacted with during our 5 day stay was incredible, professional courteous and helpful. Unfortunately, the hotel itself was not up to standards. Even though we were on a preferred guest floor, the room was dated, furniture was scuffed and marred and cleanliness suspect. In this day and age HDTV should be provided and the alarm clock should work. Mini fridges in rooms should also be considered especially when the restaurant is at minimum capacity.
January 10, 2014
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
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