Rated 1 out of 5 by Bobby07 Front desk was most condescending ever !
The hotel was what I expected overall considering it's age and location with the exception of the front desk staff. I think the Pro's and Con's pretty much sum up our stay.
* Close to Universal Studios via shuttle
* Easy parking ($24 a day non-valet#
* Nice bar-lounge area with friendly staff
* Room temperature #our room never cooled below 77 #
* nearly 1' gap under the door allowed both extreme heat and noise in and out of our room # # 336#
* The most unprofessional , condescending front desk of any hotel that I have stayed #My wife and I stay approx. 25-30 night stays a year in 4-5 star hotels# and I have never experienced their level of incompetence and total lack of knowledge of their own booking policies and procedures.
While my overall stay was bearable and even warranted an additional night, stay I chose to leave and stay up the hill at their competitors Hotel due to the total lack of respect that I was given at the front desk.
I went to the front desk at 9:45 on the last day of my stay and requested an additional night stay,I also inquired if I could receive either the same rate I was paying or the internet rate for that day, after consulting with another employee the clerk decided that my wife and I were "walk ins" and could pay the Max .room rate if we wanted to stay another night We chose to pass and booked a room up the hill 5 minutes later at the current internet rate. I have never been treated as a walk in at hotel that I was currently registered .
August 19, 2015
Rated 1 out of 5 by Stilwell Not worth the money spent.
Worse hotel experience Ive had. First they tried to charge us for poolside suite we reserved but would only give us a standard since they assumed we would want since we had a child with us. Beds were hard, remote control was missing and bathrooms are too small with toliet right under counter top. Its pretty gross to have to try to get ready and look at the toliet that is in your way. Not to mention if you drop something in it or near it. No refridgerators in room and youll have to hunt for working ice machine. Also our neighbors had 2 dogs in their room who barked and whined non-stop. Staff didnt seem to care that other guests were annoyed by this. I definately will not be returning to this Sheraton or any other if given the choice. Not worth any money spent here.
August 9, 2015
Rated 3 out of 5 by KMH2015 Disappointed
My initial contact from the hotel was from Gabriela and she was great... She went above & beyond with her customer service, as did the bartender Penny with helpful tips on getting around the city in comfort and saving costs. The concierge rep's both of them were not helpful at all, they only provide one type of car service. I extended our stay by one night because of the pool area, it was very nice, and asked for a late check out in order to sleep in but unfortunately the front desk rang the room phone every 30 min's, and let it ring just once, but kept this up until I called down to complain, they did not apologize just said they would put a hold on my phone to not receive any calls. When I complained at the front desk I was only credited on my account for $20 dollars by removing the Wi-Fi changes, but I spent close to $1,000 for a 2 day mini get away and to sleep in, which didn't happen. In addition, they do not have in room refrigerator's, I had to request one upon arriving and wait over 4 hours. Over all we were disappointed with this hotel, besides the pool and bar, there is nothing worth going back for, certainly you can't sleep in.
August 3, 2015
Rated 1 out of 5 by Ki81 Not satisfied
Not happy with my stayed here.
August 2, 2015
Rated 5 out of 5 by Kkozlo1980 Front Desk
I first got there I was very upset due to my Flight. Antonio took care of me and made sure I had a easy check in. Later that day I had question and Max went out of his way to help me out. Both of these men are great employees and I appreciate what they did for me while I was staying in Hollywood. Thank you again.
July 13, 2015
Rated 4 out of 5 by MrChang Great hotel for a family vacation
Took the family to LA and we have stayed at the Sheraton Universal Hotel in Universal City for four nights and had a great time. We particularly liked about the Sheraton's proximity to Universal Studios and CityWalk - only a five minute walk from the hotel lobby. The Jr. suite that we stayed, was well laid out with clean and comfortable beds. The club level lounge on the top floor offered excellent afternoon snacks with some good selections for food and drinks.
Overall, the hotel was well maintained, and the staff was courteous and very professional. The front desk associate, Brady Burch, responded to many of our requests and questions in an accommodating and friendly manner and was commendable in my opinion. The only downside that I can think of was the noise generated by one of the two AC units in our room, which certainly needed some maintenance.
July 8, 2015
Rated 3 out of 5 by CTraveler Platinum recognition poor, unresponsive staff
This hotel is barely at standard. Platinum "upgrade" room was sort of a joke. Very thin walls, no bottled water, overlooked a roof thru filthy windows. Check in staff said the next level of upgrade was an executive level room but didn't bother to tell me if it was available, or even check. Made no effort to switch room locations within same category. Very good at smiling and nodding, while offering no help. The hotel is next to universal studios so not surprising that it is swarming with kids - running and screaming up and down hallways, and filling every square inch of the pool. Stay here if you must for the location, otherwise AVOID! It's a barely standard hotel with not much to recommend it except proximity to the theme park.
June 30, 2015
Rated 3 out of 5 by MarcieJean Great Staff
We have stayed here a few times. The hotel seems tired and need of some serious renovations. The carpets are not very clean and there is a lot of wear in the rooms.
Our room was extremely hot! I contacted both the Front Desk Manager and I spoke with the GM's Assistant. Both told me there were no other rooms to move into.
The next morning I spoke to The BEST front desk person I have met in YEARS named Jayson. He found us a room on the lower level where the cooling system was much better.
Jason went ABOVE and BEYOND to make our stay wonderful!
We also had great service at the bar. Jeffrey was the bartender we met and he was excellent! He made sure that everything was to our liking. He was so nice to talk to and was so pleasant. The drinks he made were the best we have had in a long time. Jeffrey is a great asset to the SPG team!
We also spoke to me of the housekeeping staff and they were very nice.
June 27, 2015