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“Couldn't b nicer” 5 of 5 stars
Review of Sheraton Universal Hotel

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Sheraton Universal Hotel
3.5 of 5 Hotel   |   333 Universal Hollywood Drive, Los Angeles, CA 91608 (Universal City Area)   |  
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Breakfast for 2 Included
Ranked #110 of 339 Hotels in Los Angeles
Belfast, United Kingdom
Senior Contributor
49 reviews 49 reviews
7 hotel reviews
Reviews in 22 cities Reviews in 22 cities
36 helpful votes 36 helpful votes
“Couldn't b nicer”
5 of 5 stars Reviewed July 9, 2014

We booked this hotel through Expedia 2rooms 1 for2adults and 2 children and 1 for 2 adults when we arrived after driving from sanfrancisco a9hour drive only to b told they had our booking but only 1 bed in each room how they expected 2 adults and 2 children to sleep in 1 bed I do not no but the manager to r rescue he was brilliant and after a short time we got to beautiful rooms and the staff r so pleasant always willing to help highly recommend

  • Stayed July 2014, traveled with family
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Sheratonmanager001, Guest Relations Manager at Sheraton Universal Hotel, responded to this review, July 9, 2014
Dear Guest, thank you kindly for your feedback and we are thrilled that you thoroughly enjoyed your stay and you felt welcomed and cared for! We will most definitely pass on the feedback with the team and it is our hope that you will return again soon!
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1,048 reviews from our community

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Rating summary
  • Location
    4.5 of 5 stars
  • Sleep Quality
    4 of 5 stars
  • Rooms
    3.5 of 5 stars
  • Service
    4 of 5 stars
  • Value
    3.5 of 5 stars
  • Cleanliness
    4 of 5 stars
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Greater Cincinnati
Senior Contributor
35 reviews 35 reviews
11 hotel reviews
Reviews in 19 cities Reviews in 19 cities
17 helpful votes 17 helpful votes
3 of 5 stars Reviewed July 5, 2014

This hotel has a great lobby, lobby bar and seating areas. It is pretty easy to get to right off the interstate. Of course, it is known for it's location in regards to Universal Studios. It is basically located on the same driveway. However, the rooms were a bit dated, the windows in my room were a dirty to the point where it actually obscured the view. While we were there, the pool was out for service, which was May... which seemed like a dumb time to re-do the pool.

Overall an average property, but for business travel - I would suggest you not stay. Because of it's location it is very crowded with families traveling for fun.

  • Stayed May 2014, traveled on business
    • 2 of 5 stars Value
    • 4 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 2 of 5 stars Rooms
    • 2 of 5 stars Cleanliness
    • 3 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Sheratonmanager001, Guest Relations Manager at Sheraton Universal Hotel, responded to this review, July 9, 2014
Dear Guest, thank you kindly for your feedback and we certainly apologize for any inconvenience with the room and the pool issues , your feedback is certainly invaluable and will be shared with the managers involved. We have indeed completed our beautification of the pool and we do hope your travels bring you back this way so you can experience the hotel at its fullest. Please feel free to keep me as your contact as well for any future visits so I can help create a better experience . ( Guest Service Manager ) Thank you kindly again for your time.
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Orange, California
Contributor
20 reviews 20 reviews
3 hotel reviews
Reviews in 7 cities Reviews in 7 cities
24 helpful votes 24 helpful votes
2 of 5 stars Reviewed July 4, 2014

We usually don't stay at hotels this expensive but we decided to splurge and stay here. It is not at all what the pictures show. We will never stay here again. We have better rooms at Best Western hotels. They charge for every little thing, including wifi. Lights were not working in the room and door to the balcony wasn't working. It may look nice in pictures and in their lobby but we are not impressed.

  • Stayed July 2014, traveled with family
    • 1 of 5 stars Value
    • 4 of 5 stars Location
    • 2 of 5 stars Sleep Quality
    • 2 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 2 of 5 stars Service
Was this review helpful? Yes 4
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Sheratonmanager001, Guest Relations Manager at Sheraton Universal Hotel, responded to this review, July 9, 2014
Dear Guest, thank you kindly for your feedback and we certainly apologize for any inconvenience with the room issues and please trust that your concerns are indeed noted and shared with the managers involved. It is disheartening that you left with a negative impression and it is our hope that you are kind enough to give us another opportunity to regain your confidence during another visit.
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1 review
4 helpful votes 4 helpful votes
4 of 5 stars Reviewed July 1, 2014

Checked into this hotel for the weekend June 27 -30. Had reservations under the "pay your birth year" rate for the 2 and 3 night. Front desk agent obviously didn't understand this and kept trying to charge me the full rate. I'm a senior citizen so the birth year rate is a significant savings and I had planned accordingly. When my credit card didn't take the full rate she was very rude and condesending. Even when I explained and showed her my rate she insisted on charging the full rate. This went on for almost 45 minutes. Thank goodness for Claire Bell who understood the situation and checked me in at the correct rate with no problem. Claire Belle and every other employee I encountered afterwards were polite, friendly, and absolutely top notch. I enjoyed my stay especially the closeness to Universal and the Metro to downtown LA , and am looking forward to another stay.

Stayed June 2014, traveled with family
Was this review helpful? Yes 4
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Sheratonmanager001, Guest Relations Manager at Sheraton Universal Hotel, responded to this review, July 2, 2014
Dear Guest, thank you for taking the time to share your feedback. I would like to express my appreciation for bringing your matters to our attention. We are most concerned with the satisfaction of all our guests and feedback such as yours is of great value to us , we certainly apologize for the mishaps as we definitely could have done better. Your feedback allows us to insure and improve the quality of service and product we offer future guests and it is my sincere hope that you will be among them. Thank you again kindly for your time and insights.
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Reno, Nevada
Senior Contributor
35 reviews 35 reviews
7 hotel reviews
Reviews in 11 cities Reviews in 11 cities
8 helpful votes 8 helpful votes
4 of 5 stars Reviewed July 1, 2014

Check in was a breeze, the requested room was ready and waiting. The lobby was nice and customer service was excellent. I was even handed a glass of wine - a great surprise and a welcomed end to a long drive there. The rooms are in need of updating, but were clean and appointed with Starbucks Coffee, which was a very nice thing! I agree with others that self parking should be complimentary to paying guests of the hotel, but what do you do? All in all, I would stay again if in the area.

Room Tip: I would recommend a high floor for better views!
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  • Stayed June 2014, traveled with family
    • 3 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Sheratonmanager001, Guest Relations Manager at Sheraton Universal Hotel, responded to this review, July 2, 2014
Dear Guest, thank you for taking the time to write the survey. We appreciate it and will share your comments on the room and service with the directors and the managers involved , and many thanks for the great praise to the team. Please feel free to keep me ( Guest Relations Manager) as your contact as well for any future visits as it would be our pleasure to have you back soon!. Thank you again for your time.
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Contributor
17 reviews 17 reviews
3 hotel reviews
Reviews in 8 cities Reviews in 8 cities
10 helpful votes 10 helpful votes
3 of 5 stars Reviewed July 1, 2014 via mobile

Stayed here mainly for the location to Universal Studios for one night. It was our first time staying here. We had a late check- in and it was a breeze. Room was not anything special, headboard and chair was peeling. The room was clean and the sheets wear crisp. The bathroom was very small and cramped. Feel that the hotel information should of been more forthcoming (parking, shuttle service, cont. breakfast etc.). Pool and fitness center where closed but for us it didn't matter since it was an overnight stay. May consider other hotels next time.

Stayed July 2014, traveled with family
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Sheratonmanager001, Guest Relations Manager at Sheraton Universal Hotel, responded to this review, July 2, 2014
Dear Guest, many thanks for taking the time to fill out the survey . We certainly apologize for any inconvenience with the room condition and pool. Your feedback is certainly invaluable and will be shared with the managers involved. Please feel free to keep me as your contact ( Guest Relations Manager) as well for any future visits so I can help create a better experience . Thank you kindly again for your time.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
San Diego, California
Top Contributor
166 reviews 166 reviews
46 hotel reviews
Reviews in 54 cities Reviews in 54 cities
77 helpful votes 77 helpful votes
3 of 5 stars Reviewed July 1, 2014

Upon arrival we parked in the adjacent garage next to the hotel. We asked for a luggage cart due to the large amount of luggage and were refused. Also, the bell staff refused to help us with the luggage from the car and the VERY rude and unprofessional concierge refused to assist. A miserable welcome to this hotel!!!!

Check in was chaotic with long waits and unfriendly check in staff. Professionalism and friendliness are not characteristics of this staff. The elevators are the slowest of any hotel in recent memory with waits up to 15 minutes at times. The room was nice but oddly shaped with a view over the closed pool in summer of all times. The bathroom was tiny and old and worn. The bed was quite comfortable. The Club Lounge was very nice and had a good spread for breakfast and the staff were the only friendly ones encountered during the stay. The hotel is perfect for visiting the Universal Studios amusement park as shuttles take you from the hotel door to the park. Also, at night, the trees in front of the hotel are lit with a nice display of well placed lights. To conclude, go for the location only and be prepared for slow elevators, unfriendly staff and small rooms. And if you want to escape the heat poolside, perhaps, you better go to the Hilton next door.

Room Tip: Choose a room on a low floor due to the slowness of the elevators
See more room tips
  • Stayed June 2014, traveled as a couple
    • 3 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 1 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Sheratonmanager001, Guest Relations Manager at Sheraton Universal Hotel, responded to this review, July 2, 2014
Dear Guest , thank you for taking the time to write of your prior experience . I was disappointed to read issues that you had experienced with the room and the service concerns . The comfort of our guests is of primary importance to us. I appreciate your concern, interest and extra time you have taken to highlight the matters so we can address them right away . It should not be necessary but, occasionally, we must remind staff that ours is a people business and there is no room for anything but exceptional service. Please accept my apologies and be assured that the managers involved are following up on your concerns. I hope that you will consider that your experience was the exception, not the rule. We do hope that you will be kind enough to give us another chance to regain your confidence during another visit and please feel free to keep me ( Guest Relations Manager ) as your contact if you wish.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Sheraton Universal Hotel

Address: 333 Universal Hollywood Drive, Los Angeles, CA 91608
Phone Number:
Location: United States > California > Los Angeles > Universal City Area
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Suites Swimming Pool Wheelchair access
Hotel Style:
#76 Business Hotel in Los Angeles
Price Range (Based on Average Rates): $$$
Hotel Class:3.5 star — Sheraton Universal Hotel 3.5*
Number of rooms: 457
Official Description (provided by the hotel):
At the Sheraton Universal Hotel, located next door to the excitement of Universal Studios, we artfully blend Sheraton's four-star service with the history of an iconic Hollywood Hotel. ... more   less 
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Also Known As:
Sheraton Los Angeles
Los Angeles Sheraton

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