Rated 3 out of 5 by Caligirl313 Disappointed
Made reservation a couple months in advance, host hotel for Class Reunion. Requested to be near some friends. Hotel suggested that I phone back about two weeks before arrival and make the request AGAIN. So I phoned two weeks out and made the request again, for, if not adjoining rooms, at least a room near theirs on the same floor. When we arrived they said the best they could do was put us on the floor below our friends. Very disappointing. Desk Clerk offered free parking to compensate. We also phoned the operator to advise them that our room smelled like bug spray. They offered to send someone from housekeeping up to spray our room with something to take away the smell but nobody ever showed up. We left the door to our room open to the hall for an hour or so and it eventually helped enough for us to get a good nights sleep.
July 16, 2013
Rated 5 out of 5 by MrsFoxx The best site for our mother/daughter vacation!
This hotel was in the best location during our first visit to LA. It was convenient to everything. We were greeted every morning, afternoon, and evening with the most respectful and courteous staff I've ever encountered. Best of all was the patience of our daily event planner and concierge - Fernando. He was THE MAN. He helped me plan everyday successfully and when I was not happy he did not stop until I was satisfied! We did everything we wanted to do WITHIN our budget.
July 17, 2012
Rated 5 out of 5 by KitCat Sam - the front desk manager - is the best
We did not plan on going to the Universal Studios when I booked the hotel. We made our reservations 2 days in advance and this was the only Sheraton available. When we arrived, we realized how close the hotel is to the Universal Studios so we decided to give it a try. I called the front desk and talked to Sam. She was very helpful in upgrading us to the package which includes 2 tickets. She even gave us an extra breakfast voucher.
As a SPG Gold member, I felt very special. Everyone was very polite and helpful.
If I have to pick a bone or two, the parkig fee is a bit high and the Club House breakfast and appertizer selections are quite limited. The room is clean but the bathroom is small. Also, the kids miss their Cartoon Network and DIsney Channels.
Overall it is a great hotel and I am glad that I am a SPG member.
June 18, 2012
Rated 3 out of 5 by jacomo50 This hotel needs improvement
my experience this time was not good.
checkin after 5.30 is unacceptable and the club room was dirty and was the worst of any SPG hotel I have stayed in.
October 31, 2013
Rated 4 out of 5 by Jamaicagirl room service
over priced! paid $63 for a simple meal of hamburger chich & fries for one
November 4, 2013
Rated 5 out of 5 by JacknPenny WOW Service
I cannot say enough great things about your Sunday afternoon concierge(I apologize I did not get his name) to the Club Lounge staff of Alisa, Jose and Albin among others. We have traveled for over 30 years and never had this great of an entire staff! We had reservations to return to the area at a different hotel later next month and I immediately changed our reservations so we can make a return visit here. Kudos to everyone there. We look forward to many return visits.
September 24, 2012
Rated 3 out of 5 by Glassoaks Needs a little work
The Sheraton Universal City is a good location for our trips to the Hollywood Bowl and after a bad experience two years ago I decided to give it another try but I found a few things still lacking. The valets were very attentive and efficient. The front desk has not busy and our room was ready as requested. The room was a little dated and not as clean as I would expect but I can handle it for one night. At breakfast the next morning we put the meal on the room tab. I noticed when trying to review the bill just before checkout that they had added 15% "gratuity" onto the bill in addition to the cash I left on the table. It was only a few dollars but the idea was upsetting and unfortunately I took it out on the maid and valet by reducing their tips. I'm guessing that the hotel will add their tips to my bill after reading this.
June 17, 2013
Rated 2 out of 5 by DisappointedMe Left a bad taste
If its one thing, I can understand and move on but this single night stay continued with missed expectations and issues.
There was previous user hair in the tub. As a gold, I had to stay on a lower level. The room was aging. In the morning, I had to wait 20 minutes for my car. The air wasn't working in the elevator.
In summary, this hotel is in the right location but falling down as a Sheraton. Set your expectations accordingly. I was disappointed.
July 25, 2013
Rated 3 out of 5 by sparky Needs Repairs
Love this hotel but it needs repairs...it's a great location and the staff is nice but too many rooms need repairs and/or updating. Bathrooms small. When hotel is busy on weekends it's a zoo. Otherwise a good stay. Club level lounge is great for breakfast and appetizers at dinner time. You can upgrade to the buffet downstairs for $8.00 if you want. Would like to see them take better care of their rooms and answer the phone when guests call - even during busy times!
February 24, 2013
Rated 2 out of 5 by TCCG Disappointed again.
Front desk staff was great. I was once again disappointed with the cleanliness of the room as well as not having key items in the room such as washclothes and handtowels or a Do Not Disturb sign. The valet is never staffed properly to handle the amount of customers waiting...30 minutes is too long! The one person scheduled was very sweet but couldn't keep up with demand. I stay here twice a year and this is the 3rd time my stay has been very disappointing.
June 28, 2013
Rated 5 out of 5 by PatriciaA A gracious and happy place to stay
The staff was smiling and accommodating at every level. We enjoyed the lanai room with the balcony overlooking the pool. The Club Level access was very nice and a great value as well. Easy access to Universal and other area attractions. I will recommend ths hotel at every opportunity.
October 16, 2013
Rated 5 out of 5 by Wmjake Ahhhhhh
We love staying here. We stayed for a week last March to go to Universal studios, Hollywood and came this time for a taping of The Voice! We were exhausted and fell into bed at night. It is so comfortable! Love the restaurant downstairs. The bell hop recognized us! I called room service for a pot of coffee in the morning before our flight and it literally came in 3 minutes,! Love this hotel from check in to check out!!!
August 16, 2013
Rated 5 out of 5 by ARBAS77 This hotel has great locations & excellent service.
We stayed here w/ our two teenage boys & they loved it. Likewise myself & my wife. The staff are courteous, friendly & very accommodating. Indeed, if anyone would like to visit Universal Studio, it is ideal to stay on this hotel as it was accessible using the elevator bringing up to the same level where Universal walkway towards the bridge was a breeze. The Fitness Center was excellent, very clean & complete w/ all the necessities equipment.
June 22, 2013
Rated 3 out of 5 by BASHsac Slow and disappointing service
I was frustrated by my stay. My TV didn't work and it took an hour and a half and three separate phone calls to get someone up to fix it. Then, at 1:00 in the morning the smoke alarm started going off for no reason, which woke me up. Then, people were banging on my door, and finally the front desk was calling and accusing me (who had been fast asleep) of doing something to make the thing howl. All bad.
August 28, 2013
Rated 4 out of 5 by Miuse Change of linings
I appreciated the option of going green and that you would recognize this by giving 500 points. I did not request to have the sheets changed and am still waiting for the 500 points to be posted.
October 21, 2013
Rated 1 out of 5 by imrwh Stay was a mess
First for a large chain the internet speed was the worst I have ever experienced. Despite paying for something that is often included the service was slow slow to render it useless. Then there was the noise. We tried to go to sleep about 12:30 am and the hallway became alive with noise. Yelling, doors slamming and this kept up until 5 am. When you pay as much as we did you should at least have peace and quiet.
August 19, 2013
Rated 3 out of 5 by Guest31 Goo location but need to focus on room cleaning service
The location and over all service was good. however the quality of the rooms were just average. The bed that I had was making too much metal / spring noise and during my 4 days of stay the cleaning staffs didn't refill the lotion or soap. I had to call the room service and get them everyday. This happened 2 weeks in a row. Also the bathroom was not cleaned properly, tub and the shower curtains had strains from day 1. MUST improve on cleanliness.
October 21, 2012
Rated 2 out of 5 by Dean21 underwhelming!!!
The staff upon arriving did not seemed very friendly. Further, we we stuck in the Shrek suite. Its floors were not clean and the bathroom was TINY!!!! Some of the gym equipment was not working and there were no earphone available. We called upstairs to get them and they said they would deliver them. After one hour, they never showed up.
This was my 100th night staying at an SPG hotel. I guess my expectation were too high for the Sheraton Brand.
December 25, 2012
Rated 5 out of 5 by MakeupDOLL Better than I expected...
I chose the hotel for the location, as I was working on the studio lot. The decor was lovely and much more "boutique" than I had expected. The staff was exceptional and genuinely friendly. I didn't have time to try the facilities, but the pool looks nice. Just as an aside, it is very family/tourist clientele, so if you're looking for sophisticated, or adult oriented, not your hotel. Walking distance to the Universal Theme Park and City Walk.
September 4, 2012
Rated 2 out of 5 by Alex77 This hotel needs overall improvement
1) First day I checked in, my room was not cleaned. It looked like someone checked out 1 hr ago and they quickly changed the bed sheet and towels, cleaned the bathroom mirror and made it ready for next guest. .. There were someone's long hair on the floor, desks were not cleaned.
2) There are max 3 waiters during the breakfast and dinner in the restaurant. The service was pathetic. Waiters were more busy in cleaning the tables instead of serving the guests. I reported this issue to 3 managers and every manager gave me the same excuse, there are many guests in the restaurant... whereas I told them that it's not the case. This was my observation that no of guests was not an issue at all.. with 2 guests also, the wait time was too long for the food. All 3 managers apologized for that and promised improvement in the service.. but nothing happened.
October 7, 2012
Rated 2 out of 5 by Ash21 Rooms need work
The staff was good but the hotel is gross. Walking down the hall on the 11 floor you look up and there was an open vent with wires come out. The door in the bathroom had been painted so many times it had hair painted into it the same door fraying at the bottom bathroom layout is terrible. Room was grungy. The shuttle stops at 4:30 what if you wanna go to dinner? This hotel is not representing the Sheraton name well needs to be remodeled !!
September 23, 2012
Rated 5 out of 5 by KCBLUE One of the best!!!!
I travel a great deal and this is one of my favorite hotels. I stay here once or twice a month and they have one of the nicest and friendliest staffs I’ve ever experienced. They always go out of their way to make my stay comfortable and enjoyable. It’d be very hard to find anything to complain about. Rooms are very nice, clean and comfortable. Great location to more than a dozen restaurants just a couple of blocks away at Universal Studio
July 17, 2012
Rated 4 out of 5 by bp10310 great location to Universal
Staff very friendly and helpful, room was clean but needs TLC. A/C rattled, Bath room sink clogged and backed up with dirty water from another room, safe locked upon arrival.
Stayed on the 20th floor with banquet room above. At 5am loud noises from above - sounded like an earth quake as the room was being set up for a function. Loud rumbling and
carts going across the floor above. Items being dropped on the floor etc.
July 18, 2013
Rated 3 out of 5 by BetseySha Quiet floor wasn't so quiet
The 2nd night of my stay, I got THIS CLOSE to checking out at 10:00 pm . I was on the quiet floor, and had already called down to the front desk about the noise. The partying people in the rooms next door continued - the walls are paper-thin. These people made me feel uncomfortable staying there. I don't know why they were put on the quiet floor - they were partying.
Odd bathroom layouts made the bathroom not very functional.
December 29, 2012
Rated 2 out of 5 by BobAZ disappointing
Our stay over Thanksgiving weekend was disrupted by a very loud party held on a Friday night in the top floor Starlight room. Our room was on the 18th floor, located near a stairwell. we were with kids and hoping for an early night. at about 8:30, we started hearing an incessant pounding sound, like storm troopers doing drills in the room above ours. Turned out to be the sound system for the party a few floors above ours. When we called the front desk, we were told that the volume would not be turned down until midnight. Apparently the sound traveled loudest through the stairwell, so, if you get a room here, ask for a lower floor or a room not near the stairwell.
We had to call maintenance in the middle of the night because our toilet was not working. the staff was prompt and helpful in fixing the problem. But the experience overall was quite disappointing...
November 27, 2012
Rated 4 out of 5 by Perough This hotel needs some updating
The Valet attendents were awesome!!! The Dining room staff was very friendly and accommodating. The room was dated. The headboard was worn on the front and looked bad. The bathroom was dated and the grout needs to be touched up. The bed was so comfortable I slept great. The pool area is also dated. Don't spend extra money to have a pool side view, its not worth it. The front desk was rude when my key card failed 3 times.
December 13, 2012
Rated 3 out of 5 by DavidTJJdJhm Suite review
For suite ,the layout of the room was a bit akward.The furniture, the headboard was torn and worn out as well as the chairs and sofa.
October 17, 2013
Rated 2 out of 5 by bella08 this hotel needs improvement
I have always stayed at Sheraton hotels and other othels and I had never experienced that the hotel control the tempetures of the room. Our room was like a sauna. I don't think this is a good idea regardless if outside is cold or freezing. Not al people feels the same about the cold weather. I was so surprised about this matter. Also I asked for somebody to see if they could fix the thermostat and nobody showed up.
December 18, 2012
Rated 4 out of 5 by ChicCher Excellent Service and Staff
From the minute we checked in until the time we checked out, we were greeted with superb service from a friendly, efficient staff. The hotel is very "touristy" due to it's location right next door to Universal Studios. It's not a luxury hotel, so don't expect that. We stayed there as guests at a 500 person wedding reception at the Grand Ballroom which was adequately done. The breakfast buffet is highly recommended.
August 29, 2012
Rated 5 out of 5 by aerialstar Excellent Staff!
Staff was amazing. Lady at the restaurant took all interest in me and my company. Ate dinner there, bought breakfast to go for 2 days. Hostess was very kind. Front desk staff was amazing! Coulda stood there and talked to them for hours. Great location. Minutes away from Universal and Citywalk. Traffic was HORRIBLE going elsewhere, but is that the hotel's fault? No. It's LA's fault! Definitely will come back again.
November 20, 2012