Sheraton Universal Hotel

They were attentive to our needs the entire time. Excellent customer service, and the staff was very friendly and helpful. The location is great if you’re visiting Universal Studios; their free shuttle bus takes you to the park and back. The hotel food is delicious, though the chef went a bit overboard with the seasoning—the burger had so much black pepper it was actually very spicy, and the same happened with the fries I think it was rosemary. They tasted good, but we couldn't finish them because the seasoning was just too much. That was the only issue we noticed with that food. On the other hand, the pizza was very tasty!. Overall, we were very happy and everything felt clean. We had a great stay!. Will be back in the future. Thank you!"

We booked a 3 night stay at Sheraton to celebrate my kid’s birthday at Universal. Best decision ever. Not only was the location excellent, the experience at Sheraton was amazing. We loved the heated pool and hot tub. The beds were super comfy. And most importantly, all the staff were friendly and helpful. When we were in the pool, there were no pool towels available. I texted to request and Eleanor/Emma responded and they replenished it immediately. I also informed the concierge (unfortunately I forgot his name but it was Jan 4th evening) that it was my kid’s birthday the next day.. and he arranged for a complimentary cake and balloon to be sent up. I texted to request for it to be sent early and Rosa responded immediately. Dai and team then arranged for the cake and even wrote a card for

Positive: Its location to the park was great. Negative: Our hotel room smelled of smoke. It made my son’s and my eyes itch and our throats hurt. We spoke with multiple staff members about the issue, but they were unable to provide a different room. One of our lights didn’t work. The alarm system did not work.

We had a horrible experience at this hotel. If I could give it 0 stars that would be accurate. Marriott service has gone downhill. From the moment we arrived we had no hot water. No one was able to help us all that we were told was to let the water run for over 30 minutes and it should warm up. The lighting in the room was horrible with only one mirror. They did not accommodate us for Not having any hot water. We got the runaround from the guest services and customer service. I do not recommend this hotel at all. The Hilton down The street would’ve been a better option for our family. We had a hard time getting ready for our family wedding that we were traveling from Chicago for. Horrible customer service. When you’re paying over $300 a night and no accommodations for the inconvenience.

We loved the hotel and the rooms. The shuttle to Universal is great. The hot tub and the pool are good too. And the staff are incredibly helpful. For the room, shuttle, pool, and most of the staff, I would give it 5 stars. The only thing I did not like was the servers expectation for tipping. There is an automatic 20% tip, which is a generous tip, but the servers make you feel that you have to give them more than a 20% tip. If you don't, then the friendliness is gone and they become passive aggressive.