Sheraton Universal Hotel

333 Universal Hollywood Drive | Universal City, CA 91608-1095  [SEE MAP]Universal City, CA  [SEE ADDRESS]
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Guest Reviews

TripAdvisor Traveler Rating 1

Worst Customer Service Received at a Hotel to Date

Dec 10th, 2019

My colleague and I have stayed at the Sheraton Universal for two separate visits in the last 30 days. The first visit was average, rooms were dark, view of roof and pool were unkept, and we were bewildered to learn that the phones had been down when we checked in and still remained inoperable 2 nights later when we checked out. We were also grossly over charged on our bill, with no explanation, charges were added, dropped, added and then dropped again days after check out. Upon calling the hotel to try and resolve the erroneous charges we couldn’t get through due the phones still being down. We contacted Marriott Rewards Customer Service to help with a resolution. We finally did receive a call back from the hotel but with very little apology or explanation and zero accountability. Despite our hesitation at staying a second time, we decided to give Sheraton another chance due to business that called us back to the area. Once again at check in, we found that the phones were down. The given number was repeatedly busy when calling the front desk or valet. From a legal standpoint, room phones provide an important emergency lifeline for guests. A working phone plugged inside the guest rooms is a more reliable emergency location device than a mobile phone because the room phone clearly identifies the exact location of the guest. This is a major a safety issue, and opens up the hotel to potential lawsuits. My colleague fell ill during our stay and we tried to purchase medicine and water from the gift shop. The concierge informed us that it closed at 10:00pm - it was 10:01pm and no one on staff had a key. However, a staff member was still inside closing out the register. I understand it was 1 minute after closing but perhaps staff could have billed our room, or opened up a register so that my friend could get the medicine she so desperately needed? We were told they would not reopen and to come back in the morning. It was then suggested to go down the hill to Ralphs, which without a vehicle, was not ideal or convenient. Upon retiring to our room, we found out that there was no shampoo, coffee, or tea. It was also insufficiently stocked with toiletries. Again, calling for a restock of these items was met with frustration as you could not easily get a hold of any staff. When staff finally did arrive they only brought tea bags and forgot the remaining toiletry items we requested. In our past experiences with Marriott, both on business and personal levels, we have never received such disregard for customer service, accountability, and responsibility for a guests satisfaction then at your Universal City location. Our organization hosts most of our events in Northern California but since our recent Statewide expansion to Southern Cal we will definitely need to re-evaluate our business with the Marriott properties. Marriott Bonvoy says that they want “To enhance the lives of our customers by creating and enabling unsurpassed vacation and leisure experiences.” Marriott also claims to pursue Excellence and that Marriott's reputation for superior customer service dates back to J. Willard Marriott's original goal for his business: “good food and good service at a fair price.” Your core values state: Put people first Pursue Excellence Act with Integrity Embrace Change Serve our World It is safe to say that in both visits, we experienced none of the above at your location. None of Marriott’s core values were delivered or experienced during our stay. Staff was uninterested in providing a high level of customer service, and no apologies or accommodations were made to improve our issues. Being in such close proximity of a high traffic tourist spot does not give you the permission to be lax in all that Marriott stands for. We hope that you will address these concerns and attempt to correct the mistakes in the future as well as the conscience effort to make right of this situation. TRIPADVISOR.COM USER 

TripAdvisor Traveler Rating 4

Nice Stay!

Dec 7th, 2019

NICE STAY!!! The hotel staff is super friendly and the rooms are very clean and nice! I enjoyed my 2 day stay at this location. Complimentary breakfast and wi-fi is included. Parking is on campus but it is $30 a day for parking. TRIPADVISOR.COM USER 

TripAdvisor Traveler Rating 4

Newly renovated hotel, fabulous room and service, be sure to have your credit card with you.

Dec 7th, 2019

I switched to the Sheraton Universal hotel for my business trip at the suggestion of a colleague, and am very glad I did. This hotel has been recently renovated, and has a very modern vibe. Room 1615: lovely. Comfy king bed, great decor, clean, great view, no noise from the freeway, spacious, great layout, solid wood hangars in a lighted closet. Loved the supplies in the bathroom (La Grand Bain; a full-sized hair-dryer *with three attachments* and the longest cord I've ever seen on a hair dryer). The elevators: all three are operational, modern, and fairly fast. The onsite restaurant ("Californian?"): pretty good. I had dinner there (tasty fish tacos, rather erratic service) and two breakfast buffets (not free, but worth it). Spacious, not busy. I also ordered the parmesan garlic fries at the lobby bar which came from the same kitchen, and received an dinner plate full of pale fries with only a hint of garlic and a very light sprinkling of grated parm. Be sure to check out the Starview room on the 21st floor. Floor-to ceiling windows on 3 sides of a glorious room for lovely views. Check-in/out: fabulous welcome and service. Room was ready even though I arrived before their official check-in time. What would have made it awesome for me: if the Sheraton connected their payment system with their reservation system. Currently, only a physical credit card or cash is acceptable for payment. This mattered a great deal to me when I realized at check-in that I grabbed my Southwest reward card instead of my credit card (they look very much alike). I didn't think it would be a big deal until they assured me they could not use the credit card information from my reservation, nor accept the information as if I was paying over the phone or online. I don't carry cash enough for 2 nights stay plus taxes and security deposit. I had to Uber it with my luggage to the nearest branch of my bank (thank goodness USBank has a national presence) where IvanP saved the day. If he wouldn't have allowed me to make a withdrawal (out-of-state license, ATM card not with me), I'm not sure what options would have been available to me. TRIPADVISOR.COM USER 

TripAdvisor Traveler Rating 5

A luxury Hotel with Good Service and lots of History.

Nov 27th, 2019

I would like to thank Nahid Akbar at the Sheraton Universal Hotel for an experience we will never forget. Arrived at the Hotel and made to feel very welcome and check-in was straight forward. The Hotel was built in 1969 and refurbished in 2008 and there are many photos of different Hollywood Stars that have stayed at this conveniently placed Hotel. A 10 minute walk from Sheraton Universal Hotel to Universal Studios theme park/Universal Walk, although a free regular Shuttle can transport you up to 22:00Hrs. The room was very comfortable and had Star appeal. We did receive a wake up call from Housekeeping however forget to leave the "Do not disturb" card outside the room. Will book again when we visit Universal Studios. TRIPADVISOR.COM USER 

TripAdvisor Traveler Rating 5

Nice hotel and exceptional service.

Nov 24th, 2019

First time in this hotel and even though my plans were not to go to the universal studios this time I decided to try it out. Came for an anniversary and Rosslyn FD, exceded my expectations with her excellent customer service, the other agents were pretty helpful also, DaJuan FD, Chris FD. The servers at the restaurant were on point, always checking if you need something else. So I definitely will come back to this property. Thanks for everything.!!! TRIPADVISOR.COM USER 

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