I have been staying at the Universal Sheraton for the past 12 years. I have experienced a wide range of service and issues during all 4 ownership changes and management at the hotel. Prior to the renovation was probably the best time period for this hotel. Management was great at that time.
Presently over the past 12 month period I have stayed at the hotel about 6-8 different times. Current management is not what I would consider to be responsive or care about their customers. They offer comment cards but NEVER respond to issues. This is not a hotel for business travelers as the hotel does not cater to them. If you are on vacation then you are the perfect victim to the hotel as there is no timliness in their vocabulary.
I met with the operations manager On one of my past trips and he assured me everything would be corrected. That was a lie. The hotel has no quality control - some examples arriving in the room and TV doesn't work or no shower curtain in bathroom or telephone never charged and not operating or light bulbs burned out and non operating. This is hotel management 101 and this hotel doesn't care. Other negatives include untimely delivery of room service breakfast when ordered the night before, not reading breakfast card to not include certain items because they cause extreme allergy and could cause medical emergency, high speed wireless is a joke, some rooms have air conditioning while others don't, gift shop hours vary depending on when they decide they want to close despite hours posted in hotel guide. Forget about enjoying the view frOm your room as it would appear windows have never been washed on the outside - only when it rains.
The value charged for nightly accommodations increases during summer months when there are more tourists. The prices do not meet the value at this hotel.
It is sad that a hotel within the SPG family lacks proper management, upkeep of technology, quality control and time management so that all guests are treated fairly and their needs are met. I guess long time loyalty to a hotel doesn't matter anymore.
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