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 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 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 4 out of 5 by SoloTraveler1 Employee Commendations
I would like to commend the following employees who made my stay extra special:
Coffee Barista - Jessica J.
Restaurant Host - Carlos
Club Room Hostesses - Rosalda and Maria
I DO recommend that the PARKING be complimentary.. I stayed on points and I was not pleased to see I was paying more to park at the hotel then the parking at Universal Studios!
November 19, 2014
Rated 4 out of 5 by soprano Wonderful Staff
I am not an extensive traveller but have stayed in my fair share of hotels in North America, the Caribbean and abroad. This hotel is very clean and nice. The food was pretty good and the pool area was ok. The staff, ..... WONDERFUL!!! I can't say enough about how lovely they were. They made me feel like I mattered to them. Not in a fake way but in a very genuine manner. Juliet, you are awesome and Carlos, thank you for taking the time to be a gentleman.
November 3, 2014
Rated 5 out of 5 by PCNY A Marvelous Experience
We have stayed at this location a number of times. As Platinum reward members we were really given the royal treatment. We were offered a corner suite whicih was really lovely. The view was spectacular. Jerry the man who signed us in even walked me to the room to make sure it met with my satisfaction. That was to me above and beyond. The pool is heated and beautiful with little cabanas on the side. Everyone we encountered at the pool area was very friendly and helpful. The same could be said of the Club Lounge and valet service. Having the Sheraton bus take us to and from Universal Citywalk was very helpful. The drivers were friendly and efficient and the wait for the bus was never more than a few minutes. We will definitely come back to this hotel again.
October 29, 2014
Rated 5 out of 5 by Gymmom44 This Hotel is very comfortable
We stay at this Hotel every time we are in town. Its clean, comfortable and very accommodating. I would recommend it highly to anyone needing a central place to stay in Burbank.
November 11, 2014
Rated 5 out of 5 by Looking2Enjoy Great Experience
Upon arrival I needed to check make sure that the room would work for my week long visit. The Desk Staff was very helpful and let me check out the view before we got down to the Check In Process. That was important to do because I was there to take some pictures and the Window View I had was not going to work at all with the original room selection. They were very helpful and that made the Start of this Trip Excellent!! From that point going forward, every exchange and experience in the Hotel or with the Employees was simply a 10!! Thank You All!! Sen, Elli, Peggy... You are all Valuable Employees and made my Experience the Very Best!! I'll be Back!!
October 27, 2014