Rated 2 out of 5 by Emilio43 customer service lacking
I'm actually still in the hotel and I've stayed here on 2 previous occasions - this will be the last. The hotel is nice enough but the customer service is really bad. When I checked in, driving up curb-side with my family of 4 and one small dog, no one offered to help us with our luggage. I thought "no biggy"..
The following day (today) I called the front desk to see if they could send someone up with towels. Since we have a small dog in the room, I figured housekeeping would not be able to come in to clean our room while we were out and about and the small dog was still in the room. I, therefore, called the front desk in the morning (8:00am) and asked if someone could send up fresh towel before we departed for the day. About 5 minutes later, I get a call from the front desk saying housekeeping personnel are on my floor and that I can basically go find them to get new towels. Kind of annoying... even more so when I search my whole floor and find no one. I called the front desk back and the attendant said he would send someone up... of course another 30 minutes go by and nothing. I finally had to call the front desk back to cancel the request as we were leaving for the day. I'm the highest level of SPG attainable... I dont expect a red carpet but basic customer service would be nice.
December 22, 2014
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 Dee330 Fantastic Universal Studios location
Let me start with the important things; very clean rooms, incredibly nice and helpful staff, great club lounge with a perfect work area. If you're going to California and plan on seeing Universal Studios, this hotel is definitely for you. You can walk to Universal - don't even need to take the shuttle. The front desk staff was very helpful and was able to give us an upgrade without hesitation. This is a great hotel for families with a nice pool and if you're able to take advantage of the Club Lounge, they have a great one with a helpful staff. Everything was great and above average about this hotel; however, nothing else is walkable distance aside from Universal Studios and the views from the hotel are not great (main the freeway). A short car ride will get you to Hollywood and Beverly Hills. But if you're going to Universal, nothing beats this hotel.
December 28, 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 3 out of 5 by Traveller77 Ok over all
All was ok in this hotel however the service people where either very good or very bad, also the club lounge was not good at all, also not clean.
January 14, 2015
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 Sam1668 Hotel great location
Best location in Los Angeles
January 13, 2015
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