TripAdvisor Traveler Rating

We had driven all the way from Las Vegas to celebrate Christmas Eve, and Christmas day Here at the Sheratan, our check-in was absolutely horrible. The manager was not helpful and the lady that was at the front desk was extremely rude and must be in need of a vacation or a new job. I was considering canceling my reservation after that experience. But thank God for Jerry M, he totally blew our experience out of the water made us feel so at home. He welcomed us with a big smile that changed everything. He brought a tear to my eye because my daughter was really excited to come to universal studios and because of the check-in, we started off on the wrong foot, but thanks to Jerry M thank you for your professionalism and for being so courteous and kind. He just lit us up like a Christmas tree and I wanna thank him from the bottom of our heart. He's the only reason we would consider coming back to this hotel.

The customer service in the beginning was terrible. The lady when we checked in at first was rude to my father, giving him attitude when all he needed help with was to print out a paper. Then i came to check in and gave me more attitude. What made this a little better is that Michael the supervisor turned the customer service around and was super nice to my family and I. He took care of us to the best of his abilities. another thing is that the room did not feel like a 4 diamond hotel room. There was cracks and molds but we didn’t want to give the hotel much headache because I work in the hotel industry so I understand not everything is perfect. I know the house keepers work their butts off so i’ll give them credit for that.

DO NOT GO TO THIS HOTEL. I encountered extremely unprofessional behavior during my stay. After reporting a serious room issue, I was promised a solution but was instead placed in a noisy highway-side room. When I calmly asked the front desk stuff named Michael for a proper resolution, the staff member refused to help, accused me of being “threatening,” and called security. I was even told I could be ESCORTED out of the hotel or taken to JAIL simply for insisting the issue be addressed! Management later acknowledged the incident and promised an investigation, after an initial response they reimbursed me with 5k to let go, which is obvious not enough. However when I asked for a further and thorough investigation they stopped replying entirely and provided no follow-up. The way I was treated—both during the incident and afterward—was unacceptable and not what I expect from a Marriott property.

This was the 2nd year my company hosted our holiday party at the Sheraton Universal, and once again it was an amazing experience from start to finish! Jane on the event team was absolutely fantastic — from the very beginning she worked closely with us, was incredibly responsive, and made sure every detail was perfect during the planning process. The night of the party was a huge success. Everything went smoothly and exceeded expectations. The wait staff, catering, and event captain were all professional, friendly, and attentive. Highlights: – Seamless coordination and support from the event team – Excellent service from the wait staff throughout the night – Great catering experience — the food and presentation were wonderful – Attention to detail in every aspect of the event I couldn’t have asked for a better experience! Thank you to the entire team at Sheraton Universal for making our holiday party so memorable. Highly recommend for corporate events, holiday parties, or special celebrations!

Excellent hotel, with exceptional staff. Angel, the host at check in was a pleasure to work with, and David at Valet was very helpful and knowledgeable. As a hotel guest, on the day of checkout you can leave your vehicle with Valet and pick it up at the end of the day after visiting Universal Studios. I highly recommend this hotel for Universal or if you’re visiting the LA area.