Rated 5 out of 5 by Uyehara777 The staff made this hotel!
From our first check in, staff in the ball room and staff at The Californian. They all made us feel so welcomed and comfortable. We will definitely stay again. Thank you for nice mini vacation!
May 6, 2013
Rated 5 out of 5 by Djch Best service ever!!!
Checked in and was treated like VIP'S!!!
Anytime I had a question or problem, front desk was happy to help!!!! Felt like you were in a five star hotel without the stuffiness!!
June 9, 2013
Rated 2 out of 5 by Phx22 Noisy Hotels
I guess because it's across from Universal Studios the hotel attracts loud people. The first night there were teenage girls running up and down the halls from room to room and slamming the doors till midnight when I finally had to change rooms. The new room I was awakened at 6:30 by a Loud couple fighting over getting packed! And if that wasn't enough, that night the hotel had a large party on sight where the music was so loud it sounded like it was in your room! They did not mention that when I booked my reservation! So, that was the first and last time I will stay there, Not too found of pape thin walls after driving for hours to get there.
March 5, 2013
Rated 1 out of 5 by GreigG Rooms were dirty
Did not expect this hotel to be 5 star but it certainly isn't the 4 star claimed. The hotel is tired but nothing excuses the rooms not being cleaned properly and dirty.
December 27, 2012
Rated 5 out of 5 by Beach great service
Always great service from the Sheraton. My wife and I got a discount for Front of line pass Universal Studio and we both had a great time. Thank you very much
June 8, 2013
Rated 5 out of 5 by LPF22 Professional, courteous service
The hotel was clean and tastefully furnished. The staff was professional and courteous. The location was ideal--close to shopping, restaurants, and area attractions
December 24, 2012
Rated 5 out of 5 by Andrea001 Exceptional hotel and staff
We were exhausted coming off another trip/flight and not sleeping for 40 hours, and Max at check in was so gracious and kind. He totally took care of us and made our stay so very special! I was here for a conference a few years ago and loved it so we came back to take the kids to Universal Studios (a few minutes walk from the hotel, with a free shuttle out front!). The hotel went through a renovation and is so beautiful! The rooms were gorgeous and very comfortable. Universal was awesome. The breakfast buffet was delicious and our server Maria was so very charming and kind. The whole trip was an A+++ experience! Thank you Sheraton and Max!!!
August 1, 2012
Rated 5 out of 5 by Libster1 Very friendly staff
Front desk staff extremely friendly and helpful when checking in. We were made to feel very welcome.
December 26, 2012
Rated 1 out of 5 by Sandra Filthy
Horrible - worst hotel I've ever stayed at.
June 4, 2013
Rated 3 out of 5 by PSPGUY Great hotel for tourists, not so much for SPG Platinum Members
We have stayed here many times over the years, so it is with sadness that I must report our disappointment with our most recent stay.
I used a Platinum suite upgrade to secure what was a very nice room. However, the suite had no fridge, mini-bar, nor microwave - unlike many other Sheraton properties, there were virtually no amenities in the room. Even the TV was tiny and old.
We arrived early - 90 minutes before the 3 pm check in - and our room was not yet ready. This is quite understandable, and a rush had our room ready just before 3. However, I had to wait on long lines each time I checked in as directed. The lack of an SPG check-in line was very disappointing. We sat at the bar, which was not open until 2:30. No drink was offered for our wait. We felt like intruders.
We were also disappointed with the Club Lounge. No soft drinks were available outside of the afternoon hosted time, which we could not attend. Continental only breakfast in the lounge was also disappointing.
Overall we were non-plussed. I understand that this is a tourist hotel, and appreciate that there will be children running around at virtually all hours of the day and night. But it would be nice to get some special consideration as Platinum SPG members.
March 10, 2013
Rated 5 out of 5 by whitee Excellent
Great Manager and people all around when needed.
April 9, 2013
Rated 5 out of 5 by Dale11 This hotel provides outstanding service!
Terrific, professional service in every area.
August 10, 2012
Rated 3 out of 5 by RayMM1 Average hotel
Not much to say about this hotel. Good location, average room, not very nice pool and okay breakfast. Worth the money you paid, but don’t expect too much.
We were told at check-in that our room was not available and we have been checked the status three times and until 5pm, we finally got the room which made us a little upset. But as it is a weekend, no much to complain as long as we have the room at the end.
Front desk forgot to give us the breakfast voucher at check-in, and we ended up with waiting for 15min to queue at the busy check-out time at the front desk to get the voucher and the breakfast was just so-so, not so many choices.
April 10, 2012
Rated 5 out of 5 by TrippinCalifornia Corner Room stay
I stayed at Sheraton Universal with my husband and two teenage boys (17 & 19). We booked two rooms that were suppose to be adjoining. We arrived early (before noon) and requested early check-in. Only one room was ready (standard room with two queens). We placed our bags in the room and rode the shuttle that runs every 15 minutes to Universal Studios. We returned to the hotel around 6:30 PM and the second room still had not been cleaned. They said we could wait for it to be cleaned or accept a different room (upgraded). We chose the upgraded room even though it meant being separated (no connecting rooms) from our boys (who of course didn't mind). They were quick to hook-up their Playstation 3 for night time play. My husband and I were placed in a corner room on the 18th floor (1828). This room was fabulous! and much better than the standard room our boys were in on the 9th floor. This room had two floor to ceiling windows (cornered) providing a picturesque city view of Universal City and the Universal Studios lot. You don't even have to get out of the bed to enjoy this fabulous view. It also had a sitting area. The room was clean, the decor was nice, and the bed was comfortable. We also enjoyed privileges to the club access room (set hours). Overall, we enjoyed our stay at Sheraton Universal and will not hesitate to come back. We would recommend booking the corner room. Thank you Sheraton for accommodating us.
June 19, 2013
Rated 2 out of 5 by Luckymama NICKEL AND DIMED FOR EVERYTHING
For our 30th Class Reunion, we had ours at the Sheraton Universal. All of us balked at this because it has been known locally for being a dumpy hotel. Some things never change.
Made our reservations months ago to make sure that we all would be on the same floor. Didn't happen.
I arrived after sitting in LA traffic for 1.5 hours to find out that we were no where near each other and was told could not be. We had a project we had to do together and would have to travel 5 floors with many items. I was driven to tears. Only after that did the clerk change my room.
I have to say, the bed and pillows were the best thing about the place. Room Service ends at 11:00 pm? Why? With no sundries around, we had to order pizza from local place.
Pool bartender had absolutely no clue how to make a drink or take an order. Took forever to get chips and salsa and even longer for a sandwich. I did teach him how to make a mixed drink.
Then amidst all of this, the internet was non existent when I needed to be online. I did all the steps to get on the wifi and would not work.
Then there is the parking issue...parking is not included? and $$$ per day. Come on!
When I received my bill, I was beyond angry.
I will never stay with Sheraton again. The staff is wonderful, it is the policies and procedures that are antiquated and cheap. Too bad that such a great weekend was over shadowed by an over priced "motel" style place.
June 27, 2012
Rated 3 out of 5 by Fairskinlady Great Staff - Dissapointed with the Rooms
I must say that everyone that I came in contact with, on the phone and in person was very helpful and very gracious. I was dissapointed in my room. It did not feel like a luxury hotel. The bathroom was tiny, there was no mirror that came out from the wall to check your hair, make-up, etc and one of my biggest pet peeves, (especially with a tiny bathroom), there was no fan or vent! The full length mirror in the closet helped when I was already dressed but I was cramped and warm in that small space while trying to dress for my nieces wedding. I take hot baths and if someone takes a bath or shower, the room does not have anyway to help clear the steam.
May 28, 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 justodd In-room internet access is problematic
I stay at this hotel at least a couple of days every month. It's a great hotel, with great staff. When I stay there it's for work, not play, so internet access is very important to me.
Unfortunately, internet access is not that high a priority for this location. Internet speeds are bad & the connections constantly drop. It makes it difficult to just connect to an exchange server for email.
But in every other aspect, this is a top notch hotel. For pleasure only travelers it should be perfect - but if you're heading out on business and internet access is important to you, I'd recommend that you find another place to stay if you can.
June 29, 2012
Rated 5 out of 5 by Skyehiker It's All About the Staff
As an SPG Plat, I've often found that after a late day of meetings, arriving at a Sheraton Club Lounge after 7:30pm usually means the last-of's or the left-overs in terms of the evening appetizer service. They've usually stopped putting things out, stopped re-stocking as lounge closing approaches. Ah, but NOT this hotel. The lounge staff (Brian) kept the already good variety of items fresh & full, right up to his 8pm closing time, including their hot selections. And he didn't just throw down the food, he carefully arranged and displayed it all so it looked just as appealing as one might have at opening, including a cool glasses & grapes display for his wines. As the clock neared 8, he didn't just wait in the kitchen for all to leave. He as out & about in the lounge, interacting with guests, asking if he could get anyone anything before closing. One evening, two ladies arrived just at 8pm as he was putting the sodas away. Not only did he go back into the kitchen and get each a can, he went somewhere else (another floor?) to get them some ice! The same could be said of his "go the extra mile" approach the following mornings in the lounge at breakfast, again, leaving many guests including myself impressed with Brian's professionalism. I'd make a positive comment about the rest of the hotel staff as well---all seemed quite friendly. Everywhere you went, every janitor, housekeeper, bellman, pool attendants, desk agent, etc. all greeted guests with a genuine smile and positive spirit. I was there for business nearby, so sadly oblivous to it's obvious proximity to Universal attractions (from what I could tell, it doesn't get any closer than "you can walk there"). It was convenient for driving around to area offices, and a metro station nearby. Staff can make or break a hotel experience, and your staff "made" mine. I'll be back.
October 22, 2011
Rated 5 out of 5 by GailW Excellent experience
Prior to arrival, I received a welcome email from the property manager which I thought was a wonderful touch! We were greeted promptly and assisted with our luggage. The check-in experience was smooth. Our room was comfortable. I chose this property specifically for its proximity to Universal and the Queen sized beds. It did not disappoint. We were especially pleased to have access to the parking garage until midnight the day we checked out. This allowed us to meet family for breakfast in the morning and come back and park the car without paying extra for parking on our last day at the park. I would highly recommend this hotel!
February 8, 2012
Rated 1 out of 5 by bjzelinski Worst Sheraton experience ever
Thanks for asking for our feedback. I hope you find it valuable. Unfortunately, it was a disappointing experience. We have been spg gold members for a long time and stayed at many Sheraton properties. I think this is the 4th or 5th time I’ve stayed at this one but it’s certainly the last. I’m not sure you can do anything about most of these things but you should be aware:
1) Parking/valet was horrendous. It was difficult to get in and my daughter who arrived later was told there was no parking. Ultimately, they parked her in valet for the self-parking rate after about a half hour of delays. There was no one directing the traffic in either. It seemed very disorganized.
2) Property doesn’t have enough elevators. We were constantly having to wait inordinate amount of times to access the elevators. When we finally got one – going up – full of people stopping at numerous floors (whose buttons had been pushed), the elevator on its own went back down to the bottom floor with all of us still in it.
3) We were never able to get the internet access to work. Fortunately, when we checked in, we were charged for it. We called your tech services and everything and it never worked. He had no explanation as to why. We gave up.
4) I don’t think the “Club room” was billed properly. When I booked the room, it said the club room would have appetizers and drinks. I assumed the drinks would be complimentary and the guy who checked us in even said that they were. The appetizers were dismal (cheese and carrot sticks)?? I don’t call those appetizers and the wine wasn’t free. Additionally, the “club room” didn’t feel like a club room. We were thinking it would be something like a bar but it was more like a family room.
5) We had been on our feet all day and wanted to go to the city walk to go to dinner. We had hopes of catching the tram. The lobby/parking area was so crowded with cars parked everywhere, there was no way the tram could get in or out. Also, valet had no idea what time the next one would even show up.
We were told several times, that most of the problems were due to the fact that there was a convention at the hotel. Was this your first one? It sure seemed like it was for your staff. I organize events and work with hotels all of the time. #1 – if you can’t accommodate your room-paying guests adequately while having a convention – you shouldn’t have conventions. You over-booked and over-stressed your staff and resources, which wasn’t good for anyone. #2 – you must do this all of time so I can’t believe the hotel wasn’t better prepared. The traffic flow in the parking/check-in area was poorly managed. Why didn’t you have a staff person(s) directing the elevator traffic should it would flow better/faster. Why not put staff on the elevators to expedite the service? Reserve one elevator for guests who are trying to get to their rooms and let your convention guests use the other ones. There are lots of things you could have done to mitigate these less than desirable circumstances.
All-in-all, I was very disappointed with this stay. The room rate was outrageous (most I’ve ever paid for this property) and the entire experience was disappointing. If this were any other business, I could request – and get my money back. I honestly think we should get a refund for such a lousy experience.
June 10, 2013
Rated 2 out of 5 by GMN43 Disappointed
I stayed at this hotel with a friend and our two 6 year old daughters. My daughter found a previous guests prescription pain pill underneath the chair in the hotel room. After returning from the amusement park we heard the nightclub above our floor playing loud music and someone using a microphone. Needless to say the kids did not fall asleep until after 11pm as a result. The next morning we were all awaken at 6:30 am to the noise of a bird constantly chirping. After calling security we were informed that the guest in the room beside us did have a bird in the room but since the hotel was a pet friendly hotel there was nothing they could do about the bird noises.
February 18, 2013
Rated 5 out of 5 by VeryImpressedEddie Amazing Experience
There attention to detail was the first thing that struck me. From the e-mail I received prior to arrival offering any special assistance and even a managers contact information showed me the cared. I have been an SPG member for years and the immediate recognition of my membership to the complementary upgrade set the tone for a great stay. Our room was very nice and clean. Room service was first class and on time which makes it very nice when you are on a schedule. Being able to call ahead so Valet can have your car ready when you get downstairs was really appreciated as well. An Excellent Experience. With Universal Studios Right next door what more can you ask for.
February 21, 2012
Rated 5 out of 5 by Califbra Great time at the sheraton!
We had our company christmas party set at one of sheratons banquet halls and enjoyed every minute of it. We booked a night at their standard room with the holiday discounted prices....but after awhile decided to upgrade to their executive suite. With the sold out rooms that weekend..somehow they were able to accommodate us with our request..big thanks to Lourdes! The room was huge and very clean. The staff...valet, bellman,registery,9th floor food service and housekeeping were all very friendly and helpful! We enjoyed the appetizers during the happy hours as well as the continental breakfast! There was also free wifi at the upgrade level. I highly recommend this hotel ! We will definitely stay here again!
December 9, 2013
Rated 4 out of 5 by Lisag10 Mixed Bag
The best part of the hotel was definitely the customer service from the staff. They were great with kids and were wonderful to work with. We found the housecleaning somewhat indifferent - they did the minimum of what had to be done in the room. Our two negative issues are the horrible smell that they pump into the hotel - just awful, and I'm not particularly sensitive to smell - and no mini bar or fridge. We were traveling with an infant, and there wasn't any place to put an open jar of baby food, much less bottled water. There's really no place to walk near the hotel for a soda, etc., so it felt opportunistic on the hotel's part to make you buy everything from them.
November 8, 2012
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 5 out of 5 by Anna01 Great Stay
Front Office Mgr-Sam sent a nice email prior to arrival welcoming us to the hotel. She also offered what she could do to make our stay most enjoyable. Our resvn was for a King, but we wanted 2 Beds b/c we have 2 kids. When we arrived late at night from a long trip from San Fran, we were greeted by 2 very friendly front desk agents. They made us feel very welcomed and had arranged for a room with 2 beds and an upgrade to the club level. I was recognized as an SPG member. This short stay was memorable from prior to arrival until departure. Kudos to your Front Office team! Great Job! Plus we enjoyed Universal Studios :)
August 14, 2012
Rated 2 out of 5 by Kws11 Platinum members not treated well.
Disappointed. Hotel is sold out, so I was given a room on the 5th floor. Room is clean,but very small. I can live with that. This is my second night with a barely warm bath. I asked very nicely this morning to have maintenance check. Assumed it would be fixed. Not fixed. No follow up. I also did not have wash cloths last night. Not a crisis, but again today no washcloths. Then I go to the club room and the gentleman who checked me in did not give me a club key. Embarrassing. I even had to ask for my 500 pts at check in. He certainly was not going to acknowledge. I have read the good reviews and I'm a little shocked.
June 26, 2013
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 3 out of 5 by biker823 Car and bell service.
The room was fine, and the front desk was fine. The Car service was the worst. They did not make any effort to handle our bags coming in and leaving was even worse. The guy that was the lead guy did not want to help me load the car, did not open my wife's door at anytime, and expected a tip. The bell service told me that they would be right up, but ten min. later called and said they they were really busy and they would be up as soon as they can. We wound up taking our own luggage down. It was the pits. I would NEVER stay at that hotel again. I have been a SPG member for years, and never treated like this. Forget the SPG part, no one should be treated as poorly as we were.
April 22, 2013