Rated 4 out of 5 by Grateful10 Caring Staff
The young lady who checked us in (her name was either Dana or Daria) was very accommodating in getting us in to a room much earlier than expected. She made our experience very personal!
December 30, 2013
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 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 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 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 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 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 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 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
Rated 4 out of 5 by Stilltraveling English
When I visited the club lounge for breakfasts I saw 2 ladies running around like school girls running in and out of the kitchen door one approached me and asked if I needed any thing I said no then she giggled and turned and ran off talking in Spanish to her friend and laughing , then from time to time they would pop out from behind the door laughing out loud talking in Spanish then run around the club I'm not shure if they where making fun of us in the club but I know they speak English I heard them the bad part was they where not even cleaning or doing there job I was very uncomfortable in there and it's not the way to start the morning , they where very childish and rude
September 9, 2012
Rated 5 out of 5 by TRISWI Very happy
I needed a place to stay close to my husband's work in Studio City. I chose the Sheraton Universal. Immediately when I walked in, It was very clean and modern. We go to Las Vegas a lot and the lobby riveled any 5 star Las Vegas Hotel. The staff from valet, to the greeter in line who offered me wine, to the desk manager were extremely pleasant and professional. I asked for an upgrade and although I know this was unusual, she put me in a suite on the 16th floor! This had a entry, dining room, living room, two baths, a small butlers pantry and a separate bedroom with views all around! I appreciated the effort and WILL BE BACK. Thank you Sheraton for making our stay a memorable one.
October 3, 2012
Rated 3 out of 5 by AJLN Needs improvement
The cleanliness and comfort were there, but the service and amenities need work. After settling in from a long day, we looked forward to watching a show and dozing off. The TV wasn't working properly. When we finally turned it on, the remote constantly flipped channels. We called the desk & they were going to send someone but it took too long. We went to bed. When I told the person At the desk in morning about the TV, she just said, "Ok I'll make a note." No apologies. We went to the restaurant. It was very busy. They were not prepared for the large group staying at the hotel. Waits up 30 mins for food. These can easily be rectified with good management oversight and preparation.
November 14, 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
Rated 3 out of 5 by Katharine12 Great food and location, mediocre room
Our family stayed in this hotel over the Xmas holiday, and were excited when we saw the location of the Sheraton Universal City Hotel, and even more excited to walk into the lobby. It was beautiful, and the staff were friendly. The close walking proximity to the park was a treat. The restarurant food was fabulous on Xmas eve. Our room was in the lower level of the hotel, and it felt like it. It was small, and not in great condition, with wall paper peeling, and a giggly faucet in the bathroom. I would stay here again if it were for one, or two nights at the park, but I would never stay here for business.
January 7, 2013
Rated 5 out of 5 by skf27 hotel stay/banquet facilities
great holiday stay after our company holiday party. fantastic staff. come every year!
December 19, 2013
Rated 3 out of 5 by Platinum888 Great location - very run down
I'm a frequent business traveller and have been a Platinum member for several years. I took the family for our big USA Legoland, Disneyland, Hollywood trip (husband & 3 kids in tow).
I had expected an upgraded room as a Platinum member and didn't get it. We requested a connecting room so the 3 kids could be close - didn't get it. We were 8 rooms away. The rooms were run down nothing like the photos I had seen on the internet. I was informed we were on a "preferred Sheraton floor" which was less than impressive.
This hotel Club Lounge was extremely rundown and small. The range of breakfast was poor.
October 4, 2012
Rated 5 out of 5 by Suzzzkt Comfortable
This is my second stay here, definitely not my last! The staff was great- checked us in early, fixed a billing issue without fuss, food was excellent, immediately attended to our needs when we were in need; we did not ask for room cleaning bc our son was sick and slept in most mornings so it was nice to receive the extra Starwood points. I prefer staying here when visiting Universal Studios or coming to LA for a work conference anytime.
December 2, 2013
Rated 4 out of 5 by Lifesaver911 Mr. Varela
My only concern was I have stayed at other high end hotels and they have offered free internet, although with Sheraton I was a little disappointed with wanting to charge which I did not use, just used my phone when it would have been more convenient using my lap top, also the charge for parking, lastly the sheets on the bed, bottom sheet was all bundled up as if the bed wasn't made properly. Other then that everything else was great clean etc.
December 1, 2013
Rated 3 out of 5 by Rivers Disappointed
We had booked a room with two queen beds. When we got to the hotel, this type of room wasn't available. We had to settle for two full beds. There were two adults and two teenagers in our party so needless to say we were crowded in bed. Overall, the room was small. We were there for a function that was for over 700 people and there was another large function. When the events were over, many people went to the lounge bar. The hotel knew about these functions and I would have thought they would have staffed the bar for when the events were over; however, the bar was understaffed and service was slow.
November 14, 2012
Rated 2 out of 5 by KayD The room..
I was unhappy with the rooms..a noisy aircondition, a rubbish view...It was almost as if I was staying in a roadside motel. The rooms were far below my expectations and nothing was done to change this despite my complains to various employees at the front desk. All I kept hearing were excuses about the hotel being "sold out"...so what? I was still going to pay the same rate for that room...I also requested for 2 queen beds in a room for my kids but got 1 king bed instead and was told that it could not be changed. The lady at the front desk said to my daughter that she could sleep with my wife and me with my son...i was there for holidays not to make compromises!..i just wasn't happy at all.
July 12, 2013
Rated 2 out of 5 by trt122013 broken header 65° room
We arrived at the hotel at around 1:30pm 12/4. We were told the room wouldn't be ready until 3:00. We said fine that we'll check-in after dinner.
We checked-in around 7:00, went to the room, which was at 65°, I set the thermostat to 74°, and watched the TV. After a while we noticed the vent was still blowing cold air, and the temperature still showed 65°. I turned off the thermostat, and went to bed.
The next morning before we left for the day we left word with the front desk of the problem with the heater, they claimed an engineer would look into it.
When we returned to the room around 7:00pm on 12/5, the temperature was 65°, I again set the thermostat to 74°, and the heater continued to blow cool air, temperature fell to 63°. We called the from desk, they said they would send up a portable heater, and an engineer.
There portable heater arrived shortly after, the engineer arrived after a while. He claimed the unit had a stuck vent. He opened it and the heater started heating the room. I brought the temperature up to 74°, then turned it off.
The next morning the heater again failed to heat, so we used the portable heater to supply heat before checking out before 10:00am.
December 17, 2013
Rated 4 out of 5 by JC17 Wonderful Stay
Stayed four nights at the Sheraton Universal Hotel. It's the perfect location if you're going to visit Universal Studios. Upon arrival, we were greeted immeciately by the valet staff. They were very polite and courteous. Our room was perfect. We asked for a roll-a-way bed for a 10 year old and it was brought up immediately to our room. Since we drove, to access our car, all we had to do was text the car ticket number to the valet and every time we went downstairs, the car was waiting for us. It's a great service! The gym was great, lots of treadmills. Overall, I would definitely stay here again.
July 9, 2012
Rated 5 out of 5 by Sreekanth Excellent Staff
I stayed at Sheraton Universal recently and the people working there are amazing. It was my wife’s birthday and I wanted to do something special for her birthday and emailed Sheraton Universal to see if there is something they could do to make her birthday special. Lourdes responded to my email immediately and upgraded us to a unique Shrek Suite and arranged Chris to call me to arrange Cake and flowers. Sheraton also provided small cake which was awesome and also gave us access to Club Lounge. They definitely made my wife’s birthday special. Thanks for everything Lourdes, Chris, Concierge and all of Sheraton staff for taking the best care of us. Hope to see you all soon when I come back to LA.
March 6, 2012
Rated 4 out of 5 by SilverFoxKO Decaf!?
I like this hotel, and have stayed there many, many times over the past 15 years...friendly staff, very comfortable beds, fairly good value for dollars spent in the restaurants and room service...but an entire star fell off my rating as, at 5am, I pulled out the Coffee Drawer to find 3 packets of DeCaf and none of High-Test. A crushing blow to a Morning! Then, when the two, large pots of coffee I ordered from room service arrived with the specified half and half rationed in such minuscule proportion to the coffee as to be virtually irrelevant...well, let's just say my Coffee Issues took prominence. Someone needs to pay more attention to these little things.
Meanwhile, I'll return; as it's an excellent place.
September 11, 2013
Rated 5 out of 5 by Starr21 Really a wonderful stay!
It was really a nice stay. All staff, front desk, resturant (Billy), parking attendants were very professional, helpful and all with a smile on their face. The room was clean, beautiful linen and decor. I stayed at the Universal City, CA. There was a shuttle that was very convenient for visiting Universal City and the City Walk. Free self parking!! I can say I will be back next year.
Only bad things I can say about it would be the hotel did not have a morning new paper, the pool was out of order (although I didn't want to use the pool anyway), and you had to pay for internet connection.
July 5, 2012
Rated 4 out of 5 by Gordon2012 Great Service and location
Superb location where the staff could not do more. Randy even hosted a 'welcome event' for SPG members where the senior staff were available to talk to the guests. Front of house could not do more for us and I would like to specifically callout the staff in the Club room (Ryan and Jose) who made special provision for my wife's food allergy - really appreciated. One of only a few hotels where I have felt compelled to issue my SPG 'thank you' cards. Only downside would be the pool which was a little on the small side for us - but it was available and pool bar staff were very attentive.
August 22, 2012
Rated 4 out of 5 by JAZZMINE Excellent Staff
We recently stayed here and I must commend the excellent service we received by the entire Sheraton staff. From entry to exit superb service was provided. The Club Room personnel were superb in every aspect. We did encounter 2 small issues but they were resolved. Our first room key would not work so another room was provided and on the morning of departure at 5:00 am the toilet overflowed but maint. and housekeeping took care of that. Overall it was a very good stay and the competance and caring of the staff is a definite reflection on the Management of this facility. Hopefully we will have a chance to return to this area. If so, this will be our place to stay. Thanks to a great team at Sheraton Universal.
July 14, 2013
Rated 2 out of 5 by Tomas1 Could use a renovation
Great location if you are going to be spending time at Universal Studios. The hotel could certainly use an update as the hallways and rooms are dated. The service is great and the staff is very friendly.
December 8, 2013