It is my firm belief that all reviews should have a ratings system that can easily be broken down into a sweet acronym. I’m not 100% there yet, but we’re getting close. The T.R.A.V.E.L. system is going to be the guideline I use to review accommodations in the places I find myself in. Each letter represents something that is important to me (to an extent, like I said I’m working on it) when selecting accommodations. I do a pretty even mix of personal and business travel as well as traveling solo, with my wife, alone with my son and the 3 of us together. I use the same rough guidelines regardless of party make up, so I feel pretty good about being able to apply this in a variety of different situations.
Transportation- Transportation to and from a hotel as well as during my stay is a big deal for me as I’m sure it is for most people. In addition to just getting myself around, I need to consider my son who requires a car seat. Also, I like to use my own two feet when possible so walk-ability is important as well.
As far as transportation is concerned, the Sheraton Universal offers some solid options. To and from LAX (the airport we flew in to) we used Uber. The ride cost roughly 50 dollars and at a around noon pickup time took about an hour to reach the hotel. This probably could have been achieved in about 30-40 minutes, but our driver insisted on hitting max fuel efficiency for the trip. This resulted in a whole lot of two foot driving and a constant speed of about 44 miles an hour. Such is the ride share life. You also have taxi and Super Shuttle options. Like I said, we flew in and out of LAX, the largest airport on the West Coast, so providing you’re willing to pay, you could probably catch any kind of ride you can think of to the Sheraton.
Once at the Sheraton, you again have a variety of options for getting around. Ride shares were our preferred method of transport around LA/Burbank as I’d expect would be most peoples. There were cabs stationed outside the hotel at all hours as well. There is a single Zipcar option for this hotel and while picking up my Zipcar I noticed there were spots for other vehicle sharing services available. The Zipcar pickup location is pretty close, a well lit and elevated walkway away taking about 12 minutes to walk to from the 14th floor. There is a subway/train system available from the Metro Station across the street and if you were into it you could probably get all over the city with it. I’m not big into public transit in unfamiliar locations, so we skipped it.
While vehicle transport options are decent, walk-ability is pretty much zero (with an asterisk). Coming from Florida (where its all flat all the time), it felt to me like the hotel was situated on the side of a mountain. While I’m pretty sure you could roll down the hill with ease, getting back up could be challenging for some. Even if you were willing to trek shirpa-less back to your room, the fact remains that there isn’t a ton to do within walking distance. You have a few dining options and a shop or two within what I would call a reasonable distance (less than a mile) but that’s about it. Like I said earlier though, walk-ability comes with an asterisk because the hotel lies at the entrance to Universal Studios which has Universal City Walk. If you consider everything City Walk has to offer, you could argue that the walk-ability is actually extremely high. My walk-ability rating revolves around getting out and exploring the locale; eating, drinking and shopping local. Even though Universal Studios is literally right there, I have a tough time considering it local. The majority of shops and restaurants I’ve seen before and could get back home, so it wouldn’t be a place I’d want to hit when out of town.
For the first time in a long time my son didn’t make the trip with us. Even without him being there, I still found myself sizing up the situation as if he were and man would it have been grim. Adding a car seat to the mix would have made everything but the Zipcar a nightmare and even then you’d still have to carry the car seat down the mountain to the car. At 50 dollars a night for overnight parking, a rental car would be out of the question for me as well. If you’re only planning on visiting Universal Studios and maybe making a day trip to Disneyland, you could probably get by on walking and Zipcar. If you’re looking to explore LA though, good luck.
Room- Rooms matter to me wayyyyy more than the resort they are in. You could have the nicest resort with the biggest pool and the best bar around, but if the room is small with a bad view and an uncomfortable bed, Imma head out
The room we had at the Sheraton Universal was great. The second time. The first time we were tired and just took what was available, a unit on the first floor of the hotel. It was still a nice room, but it was much smaller than what we ended up with. In addition to the size difference, the first room had an exit that lead straight out into a publicly accessible parking lot. I need unnecessary levels of lock down to feel comfortable (both because my son is Harry Houdini and I have an irrational fear of home invasions) , so this was a no go for me.
Our second room was beautiful. It was nice and spacious with a good size shower and bathroom. I felt there was a good degree of closet space though drawer space was lacking. It came with a good size fridge as well which is nice. There was a desk with a chair should you need to do some work, USB ports for charging phones, etc. and a couch. The bed was ideal for me, a bit on the firm side but soft enough with good sheets and a down comforter. I always find myself picking up toys so out of habit I check underneath nightstands, etc. and I can say that those areas tend to be filthy in a lot of the places we go. This wasn’t the case at the Sheraton Universal though, the room was exceptionally clean.
The view was phenomenal. I couldn’t stop looking out the window every moment we were in the room. If I had wanted to look at something else, a nice size internet enabled TV was available. Like I said though, I had no need for it, this view was great.
Area- This one is kind of a no brainer. I want the area around the hotel to be RELATIVELY clean and safe.
The area around the Sheraton Universal felt nice and safe to me. I didn’t have any issues walking to and from my Zip car after dark nor did I have any issues getting up and going for coffee in the morning.
Value- I’ve always felt like value is a sliding scale. Value means different things to different people. To me, value is try to hit that price to everything else ratio as close to even as possible. I don’t need the cheapest room but I also don’t want to overpay for something that isn’t important to me.
We got a rate of about 209 dollars per night plus applicable taxes due on arrival through the group booking associated with the wedding we were attending. When booking, I also saw that I could have gotten a similar rate using our Marriott Rewards number but needed to pay that amount up front. I’ve had a couple trips cancelled at the last minute due to LIFE over the years, so paying on arrival is a value add to me. Based on these figures, I feel like the Sheraton Universal was a great value. As I’ve said, transportation options were decent, the room and view were nice and the area was great considering its proximity to Universal Studios. Beyond these points, the hotel as a whole was very nice. There is a restaurant (while we didn’t sit down to eat there, we did have at the bar what was promised to us as THE BEST QUESADILLA ON THE PLANET. It was quite good) and a nice pool area. Factor in the proximity to Burbank, Hollywood and Disneyland and you have a great location with which to base a weeks worth of activities out of.
Exercise- When I’m out in the world I want to sample everything a place has to offer and I feel a lot better about doing that if I can get up and get the blood pumping. You can find a good workout in more places than just a gym, so having options available is always a good thing.
Eh, I was kind of a lazy bum this trip and didn’t even make it to the hotels workout room to check it out. I didn’t bother trying to locate a gym in the area either. What I will say though, is that the area immediately surrounding the hotel could offer some pretty strenuous hill training if you’re into it. I’m not sure what the grade is on Universal Hollywood Dr., but it seemed steep to me. Couple that initial hill with the steps up to City Walk and the grade leading to the back of the complex and you have yourself a pretty good workout I would think.
Libations(?)- This one may change. I had a tough time coming up with an L word and my wife suggested libations (she has a more robust vocabulary) so we will go with that for now. I’m not an alcoholic I swear.
I had the chance to try out two breweries new to me on this trip, Gordon Biersch and Karl Strauss Brewing Company. Gordon Biersch is a brew pub with 25 locations across the United States. The location I visited was in Burbank and I liked it a lot. I had their Marzen and Schwarbier and felt they were quite good. I like beer but am in no way a beer connosiuer so you’re not going to get descriptions of complex flavor profiles and hints of notes from me. What I had I liked and would have it again.
Karl Strauss Brewing Company is a California brewer with locations from San Diego to LA. I visited the location at City Walk and had the Aurora Hoppyalis IPA which I really enjoyed. We attempted to go back on a different day but unfortunately they were having issues with their taps.
Overall, I really enjoyed my stay at the Sheraton Universal hotel. With solid transportation options, a nice room, safe area, good value, some exercise opportunities and decent beer options, we were really happy we elected to stay here over a less expensive Air BnB.
But….
The elevators. The elevators ALMOST ruined this trip and had I known about the issues with them ahead of time I may not have booked here (I definitely would have taken the 1st floor room over the 14th floor room). I’ve been stuck in elevators before, it happens. I have NEVER been stuck in an elevator TWICE, for 15-20 minutes each time, in an HOUR. What really pissed me off was that, after the first time I got stuck, I went immediately down to the front desk to inform the hotel manager of the issue (an issue that the hotel was clearly aware of as they had crews working on the guest elevator bank upon our arrival and during our stay). The first time I was stuck with two other guys and after 15 minutes of dead air with no response to the emergency call button, the door was wrenched open by the one among us who had clearly never seen a Faces of Death video in his life. The second time, I’m ashamed to admit, was the same elevator. In my defense, it was the elevator I informed the hotel manger of and (being that it was in service) I figured whatever issue it had encountered before had been corrected. NOPE. This time I was with my wife who is claustrophobic so the situation deteriorated rather quickly. Using the call button this time, we were linked with an operator who either couldn’t understand us or couldn’t hear us or a combination of both. We were in the elevator roughly 15 minutes before a maintenance supervisor came to inform us our rescue was underway. After another five minutes, we went up 5 floors and were released. We were on our way to an event with a hard start time on the other side of LA and had zero time to address the situation with the manager. In hindsight, I’m grateful for this. In our room later that evening, we were delivered a nice cheese tray with a note from the hotel manager apologizing for our issues.
The service elevators were available for guest use during our stay and I can only assume it was due to the issues with the guest elevator bank. We didn’t even attempt usage of the guest elevators after our experience and every time I noticed someone waiting for one I let them know about the service elevators. I could only help thinking about two things though every time we used a service elevator and they were “This is an interesting combination of smells” and “Man the staff must HATE this”. Imagine you’re just trying to do your job, taking a cart of food to the 10th floor, but you have to share that elevator with a family of 5 loaded down with luggage. Half the time the staff couldn’t even get in the elevators as the were always full.
We got some conflicting information about the elevator issues. The problems weren’t mentioned to us at all on arrival. Talking with different guests I was told that their was an issue with a power outage in the previous weeks that had led to issues. When I related this story to still other guests, I was told that the issues with the elevators had been encountered by them months before hand. Who knows.
Edit: My wife heard back from Sheraton
If my wife isn’t happy with you, you’re getting a letter (or an email). Sometimes we hear back, sometimes we don’t. This time we did and it went like this:
“Dear Ms. Wild Ride,
I am glad you were here to spend some precious time with your close friend who you haven’t seen for years. I wanted to reach out to you and your husband to personally apologize for the elevator challenges.
We had two guest elevators that became inoperable as of 6/15 due to an area power outage. When the power came back, the surge damaged the controllers (brains) of those two elevators beyond repair. The parts are not manufactured any more. We had to have those custom-built which took 2 months to be delivered. So the guest was absolutely correct when he mentioned the elevators were down 3 months ago.
What we did not anticipate was the malfunction during your stay. After 3 long months, we finally had those two elevators completely re-done and passed city inspector’s thorough inspection the week you were here. We were celebrating having them back up and running. Little did we know that a few things needed to be adjusted after the elevators sat idle for that long. The safety device on the elevators are very sensitive and shuts it down whenever it senses any abnormal signals. We were never release the elevators for guests to ride on if we had known any potential risks. Please accept my sincerest apologies for causing you and your husband discomfort and anxiety due to the problems.
I wasn’t on property at that time. The hotel contacted me to let me know so I instructed Ernesto to prepare something on the hotel’s behalf to acknowledge the incident. I saw front desk manager credited your Marriott Bonvoy account 35,000 points and applied a $30 discount on your room rate for that night. I think we can do better than that. I am having our accounting department to adjust off that night entirely and issue a refund to your Visa Card ending XXXX. The process usually takes 5 to 10 business days, depending on the bank. You should see a credit of $207.10 on your statement when it goes through to your bank.
Once again, I am terribly sorry for your experience. But I do hope you will be back for us to better serve you.
Sincerely,
General Manager
Sheraton Universal”
Thanks Sheraton Universal! Aside from the compensation, I am really happy with the fact that the GM took the time to explain the situation to us. While I still have some questions, I feel more than adequately compensated for the issues we experienced. Beyond that, I look forward to staying at Sheraton hotels going forward knowing that this is the type of follow-up I can expect.