We stayed in a club room on the 12th floor. (see pictures)
- Dirty room: All the glass tops in the room had finger and hand prints as well as food residue all over them. OLD cracked and peeling headboards. Scuff marks and dirt on the walls.
- Bathroom had cracked tub and something caked on the shower curtain. Hair and dirt all over baseboards, trim and floors. Bathroom was shoe box size.
-Hair on the furnished robe. Had NOT been laundered from guests before us. EWWWWWW!
-NO central heating/AC FROZE at night. Called the manager to tell that we had NO heat and our room was freezing. It was colder in our room than outside. He apologized and offered 10% off. REALLY!!!!???? How generous (insert sarcasm). They sent maintenance to tell us that they would have to turn on the "boiler" to get heat. There were thermostats in the room, but they served no purpose. Their system is so outdated that there was no room control of the temperature. They turned on the broiler and by 3 am our room was over 90 degrees with no control of it!!!!!!! Called again to talk to the manager and was told that there was NO manager on site 24/7 and that a manager would be in around 9am! REALLY????!!!!!
Carpet on the 12th floor (possibly others, we did not adventure to other floors) was in dire need of being stretched. It was loose and gathering into mounds that were very easy to trip on. We witnessed an elderly gentleman trip on a fold that had formed and one from our party also stumbled because of the state of the carpet.
OLD hotel that appears to have updates to the lobby only and updates to the pool are in the works. Rooms are what need their attention! They advertise that they are "the hotel to the stars".......I highly doubt it!
Needless to say, we will not be returning to this hotel.
Choose a room at another hotel! You will be SO glad you did!
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Dear Guest, thank you for taking the time to comment on this last visit and send us a detailed report and photos. I would like to offer my sincere apology for the less than enjoyable stay you had experienced. Clearly a basic function in any hotel is to facilitate restful conditions and I am certainly disappointed that we failed to meet your expectations. I do appreciate your concern and extra time you have taken to bring the several matters to our attention. It is through concerned guests, such as yourself, that we gain insight into areas of our business that require attention. It is disheartening that your experience was marred and we would be grateful to have the opportunity to regain your confidence if you allow us to. You may keep me as your contact if you wish for any future visits and I am glad to assist with your reservations. Please be assured that should you decide to return no amount of effort will be spared to provide you with the first class service and hospitality for which the Sheraton Universal Hotel is known.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.