We were arriving at the hotel at 10 am after a 17 hour flight due to flight times, normal check in time is 3pm. I was expecting to have to leave our luggage and wait for the rooms to be available. I was really surprised and delighted at the effort made when we arrived to get us straight into our rooms. We had two rooms booked and at first he said we might be able to get one room for you, I said thats fantastic. After 5 more minutes we had two rooms available to go straight up to. !0 out of 10 for the reception staff in this hotel. They are exceptional.

honestly nothing, rooms have Nespresso coffee machines with new capsules daily, kettle for tea, fresh filtered water from machines. Basically nothing I didn't like.

I love the convenience of having the shuttle service that takes you directly to the CityWalk and Universal Studios My daughter really appreciated the giant warm pool and I personally loved the hot tub

Both rooms I booked did not have a bathtub. I guess they get snagged up pretty quickly.. On the second day the hot tub was not getting hot. I called guest services to ask for some assistance and they just sent two men out who just walked out, stuck their hand in the water and walked off. They did not fix the issue. Luckily the pool was warm enough to still enjoy the water. It would be helpful if someone let you know when you checked in that you didn’t have to pay the garage fee and you could just use your hotel key to get in and out of the garage because I paid for my car to be in there the entire day which was around 50 something dollars when in fact, I could’ve just used my hotel key to let me myself in and out .

l liked that it was close to Universal Studios/City and we could get the shuttle to and from the attraction every 15 minutes! The beds were very comfortable and the room was great! It's nice to be able to set your room temp at your preference. We did get into the jacuzzi and that was nice even though it was cold and windy. The pool was freezing but nice! I liked that restaurant is right there if you want something nice to eat. We tried it the first night we arrived. We had amazing service that night and their hostess & wait staff was very kind and attentive. The food was good but pricey and so were the drinks. We had a couple of drinks at the bar and those were really good too!

On Sunday, March 16th I didn't like the Starbucks service. The two girls working were rude and in a bad mood and seemed stressed out because of all the people waiting in line. We only had Starbucks once there and that was the last time we got it from the hotel. My daughter loves Starbucks so from that point on we got it at Universal City. Also, they didn't take cash which is too bad when it should be something that they could accommodate for those who do not rely on cards.

The location, staff , food were amazing. We had dinner at the hotel almost every night, because after spent the day in the Universal Studio snd sightseeing, we had no energy to go out in the evening. The food was delicious and the staff at the restaurant is really friendly. The location is very close to the Universal Studios and the rooms are clean with very comfortable beds. The location is also very safe especially if you are travelling with kids.

I booked a room with breakfast included. However, it does not include the whole breakfast menu. If you want other options like pancakes for example, you would need to upgrade it. It should have been explained before the booking. Additionally, when you check in, they charge a deposit, which they never remember to mention it. Not a big deal, but I’d like to know what I’m charged for before allowing it.

At first, I was kind of put-off with the directions from the Valet attendant that approach my vehicle when I asked where I can park to check-in. He asked if I was going to valet my car or self parking. I said I'm self-parking, and he just stated that I would park in the garage and bring all my items in. We had a lot of bags and just came from a long road trip and thought that was a bit much. Luckily one of the guys that handled the bags saw us walking up with some of our bags and offered to take them. He explained to us the process and took our bags, and made sure we were being taken care of by the front desk staff. The gentleman who checked me in was very informative, attentive, and just overall great. He discusses dining optons, bars, and mentions other areas of interest. I was really impressed with the rooms. It was clean and the decor was nice. The only thing was one of the wooden drawers, the middle drawer under the bench wasn't working. It looks like someone accidentally knocked it off its tracks so it wouldn't close properly and it was a challenge to open. I like how close the property was to Universal Studio. I wouldn't recommend walking there on a warm day. But walking to the Hotel from the park was a breeze. The California restaurant, the food there was delicious. The service there was excellent. Our waiter stayed on top of everything and made sure we had everything. Overall, it was a great experience for me and my daughter.

The only real complaint is getting to your room can be a hassle, they don't have elevators in or near the lobby we actually had to go down a long hallway of rooms to get to the elevator and it was kind of a maze, and in reality that's not that big of a deal just a pain when you visit places like universal studios and you're really tired and don't feel like navigating through a maze. Otherwise, staff is extremely friendly and helpful. Room was very clean, looked very good as well, beds were moderately comfortable definitely better than most hotel beds. I do think the daily parking fee in the parking garage being almost 50 a day is a bit insane, and definitely an extra expense I wasn't aware of given i don't actually think I have ever been charged for hotel parking even in a parking garage we always have just been given a hotel parking pass that comes with the stay of the hotel.

The room was clean and the bed was comfortable. The bathroom was well stocked with good soap, lotion and towels. When we arrived, there was an employee outside who asked if we needed help with our luggage and directed us on where to park which made it so much easier. The front desk was quick and efficient at getting us checked in and also very informative of the hotel and surrounding areas.

The shower door had a gap that leaked a lot of water on the floor. The lighting in the room wasn't great and the doors for the closet were hard to open and shut.

Excellent for the most part. It's exactly what you'd expect a Sheraton hotel to be. Rooms were spacious, clean, modern and as we were on the 15th floor we had great views. The housekeeping staff were absolutely lovely and the front desk exceptionally helpful. They even managed an early check-in for us. The hotel also provides a convenient shuttle service to and from the Universal studios. The food in the cafe at the lobby was delicious albeit limited.

There were limited menu items in their 24hr Cafe and their primary poolside restaurant was closed for renovation. I didn't like that due to their union labor practices that a 20% tip is automatically included and then when presented with the bill, there are options to include upto another 20% in tips...Personally, I found this to be in poor taste and unprofessional. I say that as someone who is a 5-star resort general manager in SE Asia.

We were blessed to get a room and early access to the room really helped make our stay super wonderful. We had travelled a long way and being able to lay down and rest and then get a dip in the pool and hot tub was amazing. Jesus Corral was wonderful and helpful and courteous and kind. Just like all the employees we dealt with at the hotel.

The door to room 281 did not shut completely as we exited. I checked the door after I thought we locked it, but it just pushed open, which was scary. I made sure it was securely closed every time after that

The staff doesn’t explain nor is it posted on any of the sites. Each time you put something on your room it’s $150 hold. The hold isn’t the problem but the lack of communication to the guest was the issue. When speaking with the woman manager she couldn’t find the policy so I would suggest putting a sign up. I was charge $150 hold for $80 breakfast instead of them just charging the amount or communicating that it is a hold. I did that two days in a row. Just communicate more.