Sheraton Universal Hotel

The staff kept up with our needs throughout the stay and were friendly, helpful, and great with customer service. The location works well for Universal Studios, with a free shuttle bus to and from the park. The hotel was clean, and we had a great stay. We’ll be back. We enjoyed the pizza, and the burger and fries tasted good too, but the seasoning was way overdone. There was so much black pepper on the burger that it turned quite spicy, and I think the fries had too much rosemary. We couldn’t finish them. That was our only food complaint. Thank you!

The pool and hot tub were good, the rooms were lovely, and the shuttle to Universal was great. The staff were incredibly helpful, so most of the stay would earn five stars from me. What bothered me was the servers’ attitude about tips. There’s already an automatic 20% tip, which is generous, but they made it feel like we were expected to add even more. If we didn’t, the friendliness disappeared and they became passive aggressive.

The room was decent, though there were small appliance noises throughout the stay that made it less comfortable. What left us most disappointed was how staff handled problems and the level of customer service. For a hotel with the Sheraton name, we expected better hospitality, professionalism, and care. The issues could have been addressed with good service, but that was where the stay fell short the most. I’d rate it 2/5. The shower flooded. Maintenance problems can happen, but afterward no one offered extra towels, helped clean up, or collected the soaked towels. Nobody acknowledged the inconvenience or tried to make things right. The service felt off from the start. While we were talking to a bell hop, they left us mid-conversation to help another group that was already being assisted by someone else. We felt overlooked right at the beginning.

I stay here often, and I’m currently in the middle of a six-night visit. The hotel is showing its age, but the service stands out. When a problem came up last night, the staff dealt with it right away and offered a solution that would disrupt my stay as little as possible. They were understanding and apologetic, though I did need to switch rooms. At 9:30 am I went to the lobby, where Jorge at the front desk took my luggage and said they’d get things sorted quickly. About an hour later, I got a text that my new room was ready. When I reached the desk, my luggage was already on its way up. That was above and beyond. Thanks to everyone who got it resolved so quickly.