We have been incredibly dissatisfied with our stay at the Sheraton Universal. When we booked our concierge room, we expected a premium experience, and our experience to date has been anything but.

• While we were offered no help with bags upon arrival, at check-in we were met with enthusiasm and a seeming commitment to our ongoing satisfaction, however within minutes of entering our room and encountering issues, we realized that what we were offered at check-in was merely platitudes - issues were not addressed and we were quickly ghosted. Never to receive any brand of follow-up.

• The lighting in our room is eerie. Worse, it immediately began triggering migraine activity for my husband. When we requested a lamp to help with the untenable situation, we were initially led to believe this was a possibility. Then ghosted. We actually had to pay a third party to have our own lighting brought into the space.

• The room layout is unpractical and uncomfortable. Couches sit perpendicular to the television, which means you cannot utilize them for any practical purpose (besides perhaps putting on shoes)?

• We have had an unpleasant (sometimes outright unbearable) odor in our room since arrival. This has been attributed by staff as due to age, cleaning processes, etc. However, it has never been satisfactorily addressed.

• With all of our larger issues, we have also had simple requests (more towels, a blanket, adequate filling of empty soap containers in our shower), but even these were a nightmare to get addressed. There seems to be no proper flow of communication amongst staff at this hotel, and we feel like we have to chase people around just to get essentials.

• The elevator situation is also a nightmare (which we don’t remember being made aware of when we booked this hotel).

• The concierge level room we booked (because we’d thoroughly enjoyed the experience at other hotels) has not provided anything special to our stay. Our room is plagued with issues (stains everywhere, broken closet, broken toilet seat, grime in shower, and already mentioned lighting, odor, and layout challenges). And this is to say nothing of the mediocre food and beverage options (most food cold to the point of being inedible - no soda options at all).

• Even an attempt to communicate concerns directly to the property manager went ignored.

In summary, while the lobby area is quite beautiful, we have had some truly delightful interactions with a few of the staff, and our two room service breakfasts were enjoyable (even though they were ordered because concierge lounge offerings were not appealing), overall this hotel has been substandard.

Pro-Tip: We’d recommend you consider the Hilton.