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Find relaxation and convenience at Sheraton Universal Hotel. Our Universal City, CA, hotel is steps away from Universal Studios Hollywood and CityWalk and a short walk to Metro’s red line, putting the Walk of Fame, the Hollywood Bowl, and Grauman's Chinese Theatre within easy reach. After a fun-filled day, retire to modern hotel rooms featuring smart TVs, floor-to-ceiling windows with stunning views and the Sheraton Signature Sleep Experience. Other hotel amenities include a free shuttle to Universal Studios Hollywood theme park, an outdoor pool, an American restaurant and a contemporary hotel bar.
Star ratings are intended to indicate the general level of features, amenities, and services to expect. This property is classified according to Giata.
This summary was created by AI, based on recent reviews.
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The Sheraton Universal Hotel garners applause for its spotless environs and commendable housekeeping, while its proximity to Universal Studios and praised shuttle service are repeatedly mentioned as highlights. Despite the positive notes on service and a welcoming atmosphere, guests express concerns regarding room issues such as cleanliness, noise, and maintenance, alongside reservations about the hotel's value, pointing to steep parking fees and room rates.
Nonetheless, the Club Lounge and family-friendly pool are popular amenities that guests enjoy.
Location
Convenient
Atmosphere
Welcoming
Rooms
Neglected
Value
Expensive
Cleanliness
Immaculate
Service
Attentive
Amenities
Top-notch
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This hotel is very close to Universal Studios but don’t stay here. I had reservations dor two rooms with two queen beds with a balcony. When I came to check in, they didn’t have that room type and so they wanted to give me king bed and waive the fee for a rollaway. I specifically wanted 4 beds and was paying almost $700 for the two rooms. The clerk acted like he was doing me a favor! I called Sheraton Guest Services and the guy was nice but no follow through. He promised a call back but no call. When I got back, had a similar interaction with another agent. Finally, I accepted the inferior room and it had the following issues.
The dead bolt on the door didn’t work. There is no security at this hotel. There is nothing to keep non guests out and so I was worried that the deadbolt didn’t work. Took about 45 minutes to get it fixed.
The bathtub stopper din’t work.
The keys didn’t work - twice.
The reading light didn’t work.
The room is really small and it has a window from the bathroom into the room so that if someone goes to the bathroom in the middle of the night, the light shines into the room.
I made coffee and the creamer was so old it was solid rather than liquid.
Service in restaurant is really slow.
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Date of stay: September 2019
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from CTZENG, General Manager at Sheraton Universal Hotel
Responded Sep 18, 2019
Dear Doglover3336, Thank you very much for the comprehensive review. I am disappointed to learn that your stay was not satisfactory and we failed to deliver in so many ways. I would love to know more about your experience so we can take actions to prevent similar issues from reoccurring and negatively impact our guests. If you are willing to share, please reach out to me at ctzeng@sheratonuniversal.com. I look forward to hearing from you.
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Stayed at this hotel with family from 28th August - 3rd September and loved it. We were so sad to be leaving. The staff are so friendly and recommended places/restaurants to visit. Food from the bar was really good and reasonably price and the pool barmaid made me a lovely cocktail which I drank for the rest of my time at the hotel :) There’s a nice pool at the hotel as well which is a nice way to cool down after a busy day out in the sun. It is quite a drive to get places though but that’s LA it’s huge. This hotel is awesome for universal which has a hop on shuttle form the hotel to the park. I also recommend just taking the shuttle to universal and exploring the city walk in the evenings nice places to eat, shop and have drinks. Overall a lovely stay for us and we are now in love with LA and can’t wait to come back
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Date of stay: August 2019
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from CTZENG, General Manager at Sheraton Universal Hotel
Responded Sep 13, 2019
Dear 90priyad, Reading your review makes me want to go hit the pool now and enjoy a cocktail from our awesome bartenders! I am so happy that you had an amazing stay with us. Please come back soon for more of our beautiful view, excellent service, convenient location, and of course, the lovely cocktail!
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This is a very old hotel that's undergoing some renovations.
My 20th floor room was extremely comfortable. I woke with a beautiful view of the Hollywood hills. The bed was nice, and the air conditioning kept the room cold.
Water pressure in the shower was pretty bad. There was enough water to get wet, but that's about it.
Check-in was a little bit blah. The desk clerk seemed like he was reading from a script and very disinterested.
The hotel has three main guest elevators. Two of them were out of service, obviously under maintenance. That's not a problem, because the hotel provided access to the service elevators for the guests. The problem was, on check in, the desk clerk did not really explain that. He pointed to the elevators and said there are some additional elevators on the other side of the wall. He didn't bother to explain why there were additional elevators. I stayed in many hotels undergoing renovation. Sheraton universal could have done a much better job preparing the service elevators for guests use. They threw up a couple of stock photo posters, and that was about it. They made no effort to control the unusual smell, or two polishop the service elevators.
Parking is expensive but relatively convenient. Do not pay for valet, or you will be throwing your money away.
I am a Marriott titanium elite member. I used 35000 points for last night's stay. what would have made this a four-star review is if I had only used 15000 points. Marriott charged the same number of points as for a brand new, fully functioning hotel.
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Date of stay: September 2019
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from CTZENG, General Manager at Sheraton Universal Hotel
Responded Sep 13, 2019
Dear 7268, Thank you very much for leaving a such comprehensive review about your stay. I am happy to know that you enjoyed the room and the spectacular top floor view. It was hot, but our newly installed cooling towers kept the building cool and comfortable. I am disappointed that the engagement from the check-in clerk did not exhibit warm welcome and genuine care. He/she should also have explained better the reason we made the additional elevators available to our guests. My apologies for failing to meet the expectations. We are a proud new member of the Marriott family and truly appreciate your loyalty to the Marriott brand. We look forward to having you back for us to better serve you
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Have stayed here several times and this will be the last.
When I received an email that several of the elevators were out of service I told myself, 'that's ok it's always been a good experience at The Sheraton'.
When I tried to use their app to check in on numerous occasions but never could due to issues with their systems I told myself, 'that's ok it's always been a good experience at The Sheraton'.
When I was waiting for the shuttle to take us to Universal Studios I looked past the employee arguing with a guest over his luggage I told myself, 'that's ok it's always been a good experience at The Sheraton'.
When I came back from being at Universal Studios all day and the room had not been cleaned, no clean towels, no coffee, no trash taken out I told myself, 'that's ok it's always been a good experience at The Sheraton'.
When I called the front desk to inquire why the room was not cleaned I was transferred to housekeeping who seemed inconvenienced by the call and not so politely informed me, 'oh well I only have one person so no telling if we can get to you or the upkeep of their facility'.
Suddenly it's not ok, so I go to the front desk looking for resolution and walked away thinking I should have stayed at Hilton because for the premium price I paid I have had better service and experiences at budget hotels. The room was also in need of several repairs. Apparently they are happy to take your money with little concern regarding the comfort of their guests.
Sorry Sheraton you just lost a loyal customer. Do better, because your competitors certainly are.
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Date of stay: September 2019
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Guide05690595405, Manager at Sheraton Universal Hotel
Responded Sep 8, 2019
larryhoyt71 Providing the highest level of hospitality is our number one priority and we sincerely apologize for falling short of meeting your expectations. You have always had a good experience with us and I truly apologize for falling short of meeting your expectations. I would like to discuses your stay and try to make things right so I can restore your faith in our hotel. if you can contact me directly at Cprieto@Sheratonuniversal.com Thank you again for your feedback and I look forward to hearing from you Kind Regards, Cenovio Prieto Front Office Manager Sheraton Universal
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My wife and I flew to LA to see the Roots.I chose this hotel because of its proximity to the Hollywood Bowl( that's another review). As you have probably seen from others the main hotel lobby elevators are a little suspect .However the service elevators were working ,so to me it wasnt that big of a deal.Rooms were clean ,all the employees were very nice .Also there is a FREE shuttle that picks up every 15 minutes for Universal Studios /City Walk .So job well done Sheraton Universal .!!!!!
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Date of stay: August 2019
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
This hotel was conveniently located near universal studios, a 5 minute complementary bus ride from the hotel entrance ran every 15 minutes. Fernando at the concierge desk was very helpful and booked us on a 4 hour tour of Los Angeles, this included a very informative tour of stars homes, famous streets and landmarks and two stops, one at the walk of fame and the other at the farmers market. The hotel wS very clean, rooms spacious enough. Showers good and powerful. The breakfast could have been better, more selection but on the second day we were offered pancakes which we had, and they were great. I also was able to purchase a latte at breakfast. The pool area was clean and we had complimentary towels, which were huge.
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Date of stay: August 2019
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from CTZENG, General Manager at Sheraton Universal Hotel
Responded Aug 20, 2019
Dear 220travel2011220, Thank you so much for the review! We are in an ideal location close to all major highways, including the 101 and the 134. I'm glad you had a great visit enjoyed the excellent service, clean facilities and of course yummy food that we have to offer. I hope we will get the opportunity to see you again in the future.
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Staying at Sheraton Universal was the worst experience I've ever had at a hotel. I had booked a room with a balcony and pool view and had been looking forward to staying here ever since I booked a few months prior. My husband and I were going to be busy in meetings for the two days we were going to be in LA and all I wanted to do was wake up and have a cup of coffee on the balcony overlooking the pool in the mornings before heading out each day. Well, this fantasy was crushed the moment we stepped into our room...
1) Checked in around 11:30pm after a 12hr travel day - we were given a room on the first floor which should have been my first signal that something was wrong, but I think I was too tired to realize at the time 2) Entered the room and went straight to the windows to check out the view I was surprising my husband with and it was a view of BUSHES SURROUNDING A PARKING LOT. No pool in sight and obviously no balcony. It was on the ground level looking at one of the worst views I had ever seen outside of a hotel room. This room should not even be offered to any paying guest, in general. 3) i immediately called the front desk and told him I didn't have a pool view or balcony and the gentleman said " Well, that was the wing you booked". I said wrong answer. He then tells me they are completely sold out and cannot offer me the desired room until the next night (our final night there). This was his only solution. There is nothing advantageous about staying at a hotel near a major tourist spot (Universal Studios) especially when you are not actually visiting the main attraction - there is no way I would have booked this hotel if it werent for the type of room I was being promised. 4) i requested the first night to be compensated the next day before moving rooms and the front desk gentleman went to ask his manager and came back to me saying his manager (Centovio?) could only offer me a $100 food and beverage credit. Seeing that we had dinner plans and had to leave the next morning for another meeting, it would be a bit of a challenge to use this credit, but I took it nonetheless. We ended up ordering extra early room service for a rare breakfast (that was it's on fiasco) only to find this $95 charge on our final bill upon checkout. When I spoke to Centovio, he said he didn't remember granting this credit and he would have to check with his employee when he came into work that day which was 3 hours away. 5) THIS WAS ONLY HALF OF MY PROBLEMS WHILE AT THIS HOTEL! Amongst the extremely poor management and customer service (lack of care overall) our first room had a dirty towel rolled up under the sink, a leaky toilet, and an unwrapped coffee filter (see pictures). Second room had hair on the shower wall leftover from last guest(s) and the sliding door to the balcony only opened about a foot wide.
Needless to say, I will never be booking this hotel ever again.
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Date of stay: August 2019
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Adventure02543255181, Manager at Sheraton Universal Hotel
Responded Aug 8, 2019
Hello Satkwed2014, Thank you so much for taking the time to share about your experience with us. I am very saddened to see that we were not able to meet your expectations. My name is Martin Sanchez and I am the Assistant General Manager at the Sheraton Universal. I would love the opportunity to speak to you about your experience. I do believe we could have done much better in taking care of you. Please email me your contact information with a good time to reach out. My email is msanchez@sheratonuniversal.com. I really look forward to your response and to get the opportunity to speak with you, Once again, thank you so much for sharing your experience with us. Though it was not a good one, I promise to share with the appropriate hotel staff to ensure these issues do not happen again. Sincerely, Martin Sanchez Assistant General Manager
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I have been coming to this hotel for quite a few years now, and I have liked it until now. It is starting to need a renovation. It's no longer as crisp as it once was. But the worst part right now is the elevator situation. Two of the three main lobby elevators are broken, supposedly for the last month, and there is not end in sight for their repair. So either wait forever for the one working elevator or go to the service elevators. Those waiting areas as ugly and smelly, as are the elevators, which are also used by the support staff. So you may find that an elevator stops on every floor because the maids get off at each floor. Or find that you cannot get on either elevator because there are service carts in each. What's worse is that there isn't anyone monitoring the situation, making guests more comfortable, and certainly, I did not receive notice from the hotel until two days before I was to arrive. And I didn't know that meant that the elevators would be out the entire time. The manager said it is on the hotel website, but I booked a while ago; no reason to check that again.
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Date of stay: July 2019
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from CTZENG, General Manager at Sheraton Universal Hotel
Responded Jul 22, 2019
Dear constablegal, Thank you for sharing your experience with us. I am terribly sorry that some of our associates were not being as considerate as they should have when sharing the additional elevators with our guests. The elevator modernization process will take at least two more months. During this time we are making the service elevators available to guests and expect the entire staff know guest's convenience and comfort is our priority. I apologize for falling short of meeting your expectations this time and appreciate your feedback so we know where we need to improve.
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Pricey but ultimately worth it to make Universal trip easy. Rooms are small and very nice. Had a mini fridge and coffee maker. No microwave. Pool is surprisingly great with comfortable pool furniture (cabanas, loungers, couches). Fitness center large and well stocked.
The hotel sent a few warnings about the 2 broken elevators but we didn’t find it to be a problem.
Walked to Universal in the morning, maybe 5-7 minutes. Rode the shuttle home from Citywalk.
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Date of stay: July 2019
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Room is kind of small but very close to Universal Studio and other attractions. Check in and check out are good. We requested to have early check in and they're able to accommodate that for us. Restaurant have good menu for lunch. Overall is OK.
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Date of stay: May 2019
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from RUSS728, General Manager at Sheraton Universal Hotel
Responded May 20, 2019
Dear Ltraveler789, Thank you very much for having been our guest and for your feedback. I am glad you found our location and services to your liking. Thanks again and we hope to see you the next time your travels bring you to the Hollywood/Universal area. Russ
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We checked in past midnight - around 1am, and we had no issue. I did inform the hotel that we will be arriving around that time. We were very warmly received, and Marcelo (the one who checked us in) was also very helpful.
There are more places to choose from in the Los Angeles area.
PRICE RANGE
$244 - $386 (Based on Average Rates for a Standard Room)
ALSO KNOWN AS
sheraton universal hotel, sheraton los angeles, los angeles sheraton
LOCATION
United StatesCaliforniaLos AngelesCentral L.A
NUMBER OF ROOMS
466
Prices are the average nightly price provided by our partners and may not include all taxes and fees. Taxes and fees that are shown are estimates only. Please see our partners for more details.
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