Rated 1 out of 5 by beemurhy Horrible experience
My husband and I were just at the Sheraton Universal this past weekend for his birthday on Saturday night 11-8-14. We enjoyed staying at this location in the past but things have changed unfortunately. This time our stay was filled with glitches.
Saturday upon arriving we were surprised to find he front valet area filled with busses and large vehicles. It was so filled that we contented on to the self parking area, After attempting to enter a man approached and literally began screaming at my husband telling him he could not enter and that our vehicle would not fit. We have a standard suv nothing too tall. Our car fits in all standArd garages and we have never had a problem. This man was clearly very very angry when we attempted to enter so we backed up and turned around to go back to the valet/entrance area. I got out and spoke to one of the valet attendants to let him know what had happened at the garage area. He allowed us to park off to the side in front while checking in as we were leaving again for dinner.
The front desk clerk seemed to have not been fully trained of simply was not up to welcoming us. She ran- swiped my bank-card a couple of times repeatedly- very quickly and then handed me the room key folio. I asked if she had any dinner and shopping suggestions and she said "No we don't really have much around here".
So much for that.....
We dropped off our stuff in the room and noticed that it really didn't seem clean but we were both too hungry to go back to the front desk to deal with it. We had a long drive from San jose and only were here for a day to take my husband to Universal Studios or his birthday- then turn around and drive back to San Jose afterward on Sunday.
It was such a quick trip that I really did not want to waste time on room/hotel issues.
Upon returning from dinner we asked the valet where we could self park our car since the man had yelled at us earlier and didn't want to go through that again.
A nice younger valet said he would take us down to another lot- which he did- only to find out that it was blocked off by huge white stone blockades. He attempted to move them for us but could not do it alone. My husband got out and the two of them moved them together- still with great difficulty. These blockades were very heavy.
We parked there and returned to our room. Tired and needing rest we got ready for bed. I was just appalled when using the bathroom. There were hairs everywhere- even stuck in the hairdryer cord. There was rust running down the shower wall from the metal hand rail. Some of the towels looked unfolded and out of place. Again, being tired I had to just let it go and get to bed.
Our room faced the pool area which we usually like however not this night. The 10pm pool hours were not enforced at all. Screaming kids and partiers alike were still going in and out- banging the gate and making so much noise. I finally called the front dest and they said they would send security to quiet things down. It didn't quiet down until 11:30ish and it never really stopped completely. Strange loud sounds continued all night- similar to construction sounds. Banging sounds and chairs dragging etc. I really have no idea what it was but it was awful.
After departing and feeling very unrested I came to find out that my credit card had been charged twice for the same amount of
$276.87 totaling $553.74!
Unbelievable. I have dealt with the duplicate charge with my bank, but it just one more unnecessary error.
Again, it had been pleasant in the past when we have stayed here prior to this visit but thought you should be aware of how things went this trip and know that we will not be staying again.
November 10, 2014
Rated 5 out of 5 by Sweetbrown Excellent Starwood Property
My stay started off a little rocky as a new hire was handling my check in and she was by herself. This was my 1st stay as a Platinum member and I was looking forward to that verbal welcome but did not get it. She was the nicest person and I believe a quality add to the starwood team, but do not leave your new hires by themselves it is not fair to their future success.
However, Jayson, made up for everything, after I got the wrong room (1 king verses 2 queens), he made sure that I got the proper room with the appropriate upgrade, got our luggage moved and left me a voicemail to ensure my comfort and expectations were met!
I appreciated how this was handled and made everything better. Great property and I recommend it highly, I will be going back!
December 5, 2014
Rated 1 out of 5 by cjnewport worst starwood experience ever
Upon arrival at the hotel I had to wait nearly 20 minutes to check in as there was only one desk agent. Agent was unaware of starwood corp promo "crossover rewards"...so I had to go to business center to print out program details in order to receive benefits. Was told internet would be free but it showed up on bill.. Room was tiny, located in basement with view of old concrete staircase. bathroom was tiny. no closet, instead just a motel type bar ...hotel is rather old and lacks anything other than boring, basic features
November 20, 2014
Rated 3 out of 5 by kuikoo Great people working there, rooms need update
Very helpful maintenance man. He went above and beyond to help me with my broken luggage and didn't expect a tip at all! That's someone who takes pride in their work. We need more of them. I went to the hotel having had a wheel fall off my luggage at the airport. Having asked whether a maintenance employee was still there at the hour of 11pm when I arrived, they got him for me and he was so helpful I was floored. GREAT PEOPLE BEHIND THE SCENES AT SHERATON UNIVERSAL!
December 6, 2014
Rated 1 out of 5 by Cflow99 Customer Care Absent along with Manager.
I had stayed at this Hotel about 10 years ago for two weeks and it was one of my most favorite hotel experiences. As I travel for work a lot - that is saying something. On this second occasion I was to stay here for a week. I ended up staying a bit over 2 hours. I was struck when I entered the room at how the rooms had gone downhill. I almost immediately climbed into bed as it was 5 am I was bleary eyed from driving and I really needed sleep before I had to wake up at noon. At 6:30 workers outside by window started major machinery. I believe it was a cement mixer. Then the jackhammer started. I called the desk and asked to be moved. "That requires the Manager and we cannot locate the Manager just now." "Can you call me when you do locate the manager?" 45 minutes later - still no call back. I called again and got the same run around. Finally 1 1/2 hours later I couldn't take it anymore and I packed my things and left. I asked that the manager call when they were found - I left my cell number. It has been three months and I have never received a call back. Sheraton's reputation has taken a severe beating based upon the ethos: lack of care of this facility.
December 7, 2014
Rated 2 out of 5 by DissappontedGuest Unacceptable
I was a little weary about booking this hotel due to the other reviews that I read but I thought I would try it anyway because of its location to Universal Studios. Upon arrival, we got into our room and there was hair in the bathtub, the toilet was wet and dirty, there was hair in one of the beds and the carpets were dirty. Sheraton Hotels are typically nice, this was rundown and in dire need of a makeover. The one positive was that we they did move us into a cleaner room (at least no hair in the tub and bed). Overall, the appearance of the room was unacceptable.
November 3, 2014
Rated 5 out of 5 by arenadiva great hotel to stay at when visiting universal studios
universal studios is an unique attraction...there are only two hotels close to it...this one and the Hilton. we chose sheration because we are SPG members. the complementary shuttle to the park is great. but the hotel staff are real standouts. they are real professional and friendly.
December 1, 2014
Rated 2 out of 5 by Minkc shower
Last time I stayed, it was noisy next door. This time it was the shower. I try to make it work for 15 minutes. Even took pictures and video. It is just too hard. Called the maintenance to notify of the problem for the next guest. It is just not comfortable to call someone in your room at 7am in the morning.
But you staff was fantastic, and the bed was great.
Hesitant to use or recommend your at the next LA trip due to two bad experience in a row. what can I do to help you ? I really like the staff and all.
November 25, 2014