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“Poor security. Unsafe”

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Hilton Los Angeles/Universal City
Ranked #56 of 351 Hotels in Los Angeles
GreenLeadersGold level
Manila, Philippines
Level Contributor
38 reviews
32 hotel reviews
common_n_hotel_reviews_1bd8 20 helpful votes
“Poor security. Unsafe”
Reviewed 14 November 2013 via mobile

The rooms were superb in terms of its utilities, nice beds, good food. Wifi though was a bit erratic. Free for an hour at the lobby. Otherwise it is $7.95 per day.
At the conference, several attendees lost their ipads and macs even the speakers lost their macs so some had to just do oral lectures. It does not seem that they have an active CCTV working in the conference room. The hotel staff even blamed the organizers "not asking for additional security". Is this not routine? It is a big conference after all.
The staff did not seem to care whether or not you lose something within the hotel's premises.
Some of the staff in the concierge and outside were very helpful regarding directions as to which cabs or places to go to for shopping. We highly appreciated their help. Super nice!
The front desk staff were not so welcoming.

Stayed November 2013, travelled with friends
Helpful?
1 Thank Dokie99
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
HiltonUniversal, Public Relations Manager at Hilton Los Angeles/Universal City, responded to this review, 19 November 2013
Dear Guest,

Thank you for taking the time to review your recent stay with us. We are delighted you enjoyed your accommodations. We regret you had issues with the WiFi during your stay and have forwarded this information to our IT department for further follow-up. In regards to the conference you attend, we are disheartened by the events that took place. Additional security is always available at any event, large or small, at the request of the event coordinator for an additional fee. This was not arrange during this event as they wished to provide their own door monitor. Our Loss Prevention division is following up on this matter and is in touch with the event coordinator as well as the Los Angeles Police Department. I assure you this is not a typical occurrence in our hotel and we hope this one incident will not discourage you from staying with us again. We would love to welcome you back the next time you visit the Los Angeles area.

Kind Regards,

Lorie Briones
Marketing Manager at Hilton Los Angeles/Universal City
LBriones@HiltonUniversal.com

Follow us @HiltonUniversal on Twitter and Instagram
Like us on facebook at Facebook.com/HiltonUniversal
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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  • Sleep Quality
  • Rooms
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  • Value
  • Cleanliness
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Rutland, Vermont, United States
Level Contributor
5 reviews
3 hotel reviews
Reviewed 13 November 2013

I stayed at the Hilton for five nights while visiting my son. It is a lovely property. I found the staff very helpful and accommodations very nice and clean. I especially liked the pool area and enjoyed the cabana service on the weekend. It is a great location...almost directly across from Universe City. It was fun to go over and walk around with great choice of restaurants. I must say the seafood buffet was outstanding. I can see why locals dine there. Huge and delicious buffet. I will definitely stay at this property again and get the buffet.

  • Stayed October 2013, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
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Helpful?
Thank Cindy S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
HiltonUniversal, Public Relations Manager at Hilton Los Angeles/Universal City, responded to this review, 18 November 2013
Dear Guest,

Thank you for taking the time to share your feedback with us here on TripAdvisor. We are delighted that our staff made you feel at home and that you were able to relax in a cabana at our pool. We are thrilled you were enjoyed our Vegas style Seafood & Prime Rib Buffet during your stay. We look forward to welcoming you back again the next time you visit the Los Angeles area.


Warmest Regards,

Lorie Briones
Marketing Manager at Hilton Los Angeles/Universal City
LBriones@HiltonUniversal.com

Follow us @HiltonUniversal on Twitter and Instagram
Like us on facebook at Facebook.com/HiltonUniversal
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Kent, England.
Level Contributor
56 reviews
40 hotel reviews
common_n_hotel_reviews_1bd8 85 helpful votes
Reviewed 11 November 2013

We stayed here for a couple of nights and visited Universal Studios which is only a five or ten minute walk away. We were recognised as Hilton Golds and given a nice room and complimentary breakfast which was very good.

The hotel itself is reasonably nice as are the rooms. When in our room we also couldn't hear any noise from the busy road next to the hotel.

The staff are pleasant and friendly and were very efficient at check out and check in. it's a great place to stay if you are visiting Universal - otherwise there are probably better options.

  • Stayed October 2013, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Kent_England_Sjw
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
HiltonUniversal, Public Relations Manager at Hilton Los Angeles/Universal City, responded to this review, 20 November 2013
Dear Guest,

Thank you for your recent review on TripAdvisor. We love to reward loyalty and thank you for being an HHonors member. We are delighted you enjoyed your time with us. We look forward to welcoming you back the next time you visit the Los Angeles area.

Warmest Regards,

Lorie Briones
Marketing Manager at Hilton Los Angeles/Universal City
LBriones@HiltonUniversal.com

Follow us @HiltonUniversal on Twitter and Instagram
Like us on facebook at Facebook.com/HiltonUniversal
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Salt Lake City, Utah
Level Contributor
56 reviews
8 hotel reviews
common_n_hotel_reviews_1bd8 32 helpful votes
Reviewed 10 November 2013

We booked this hotel after reading that it is in walking distance of Universal Studios. In fact, it has a pretty regular shuttle bus that runs between the hotel and the park. We tried both walking and riding and found the walk was easier than it was even represented to be. All sidewalk and skywalk, so no need to contend with stoplights, etc., and the walk itself was literally just a few minutes. The hotel itself is a standard Hilton. The rooms are a nice size, and the bathroom is adequate. We wanted a nice view, but it was more or less of the freeway. Fortunately, we couldn't hear the traffic, and we were high enough up, that you could see the lights from the homes in the hills. Given its convenience to the park, and its general comfort, we would stay here again.

  • Stayed November 2013, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Lakegal41
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
HiltonUniversal, Public Relations Manager at Hilton Los Angeles/Universal City, responded to this review, 18 November 2013
Dear Guest,

Thank you for taking the time to connect with us regarding your most recent experience at the Hilton Los Angeles/Universal City Hotel. Your valuable feedback helps us to improve our property and services. We are delighted you enjoyed your overall stay and agree that our location to Universal Studios Hollywood is an asset. We do hope that you will consider the Hilton on your next stay in the area.

Warmest Regards,

Lorie Briones
Marketing Manager at Hilton Los Angeles/Universal City
LBriones@HiltonUniversal.com

Follow us @HiltonUniversal on Twitter and Instagram
Like us on facebook at Facebook.com/HiltonUniversal
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Manila
Level Contributor
37 reviews
19 hotel reviews
common_n_hotel_reviews_1bd8 25 helpful votes
Reviewed 10 November 2013 via mobile

We were attending a conference in this hotel when 14 of the attendees lost their computers and ipads inside the ballroom while they were taking refreshments in the adjoining room. They were just away for less than 30 minutes. They tried seeking the help of the hotel personnel. Instead of giving them assistance and consolation, they were told that it was not within their control. One participant even had to check out because he didn't feel safe in the hotel anymore. Until the end of the 3- day conference, the people who lost their things did not get any help.

Stayed November 2013, travelled on business
Helpful?
2 Thank docnemie
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
HiltonUniversal, Public Relations Manager at Hilton Los Angeles/Universal City, responded to this review, 12 November 2013
Dear Guest,

Thank you for taking the time to reach out to us. We regret that your items were stolen during your meeting in the ballroom and that you did not feel safe at our hotel. We understand your frustration with issues of this nature. We want to assure you that the hotel is a safe place and we strive to make every effort to protect our guests. We have a dedicated Loss Prevention division that is highly trained and here to assist 24 hours a day. There has not been an incident like this at our property in past years. The event coordinator provided their own staff member to control entry into the room inspecting attendee badges, however, the staff member had stepped away occasionally offering an opportunity to someone observing a chance to be unfortunately an unsuspected thief. With an event of over 300 people, best practices tell us that we should never leave items of value unattended. Our Loss Prevention division is following up on this matter and is in touch with the event coordinator as well as providing full cooperation with the Los Angeles Police Department.

Kind Regards,

Lorie Briones
Marketing Manager at Hilton Los Angeles/Universal City
LBriones@HiltonUniversal.com
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Melbourne, Victoria, Australia
Level Contributor
8 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 7 helpful votes
Reviewed 9 November 2013

My husband and I stayed here for 4 nights from 25-29 October. Hotel itself is fine, the room was great if not a little dark. We had an alcove room on the 17th floor with a view of the freeway. Nice and close to CityWalk and Universal of course and if you're feeling lazy there's a free shuttle to use as well. Otherwise if you don't have a car, it can get expensive catching cabs.

Check-in was fine, bell staff, porters and doormen all fantastic, as were the servers and housekeeping staff. Definitely felt well looked after. Had room service a couple of times, food is really good, very generous portions, could never get through it all!

The concierge staff were mostly good but we felt we were taken advantage of by one - when asking where we could go outlet shopping it was suggested we go to Camarillo on a shuttle, he recommended that we go on Sunday as there wouldn't be much traffic. The shuttle was quoted at $110. We thought that was expensive so my husband asked if that amount covered both of us and the concierge said yes. That was the wrong question to ask! We made a time for Sunday morning pickup, and afternoon to return to the hotel. The car picked us up as arranged and it turned out not to be a shuttle, it was a 'limo' minivan that seated probably 5 people and we were the only ones on the ride.

The night before we checked out, we asked for our account and saw that we had been charged $110 twice. Thinking it was a mistake, we asked the concierge (this time a different one) and he said that it was probably meant to be $110 each way, although we got the impression he thought we might have been overcharged. Come on - $220 for a 45 minute return car ride to the mall? plus tip?? A taxi would have been cheaper! We never would have agreed to pay that much. We asked for the matter to be looked into, given it was the night before we checked out, we were assured that it would be and on that basis and giving the benefit of the doubt, we paid the bill. Almost two weeks later we have heard nothing so I guess we have to put it down to being very careful when we make bookings with a concierge and make sure we ask the right questions. This incident really put a sour note on our stay here - would have been 4 stars otherwise.

Room Tip: We paid a bit extra to stay on a higher floor because we wanted a view. Should have specified a Holl...
See more room tips
  • Stayed October 2013, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Natalie M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
HiltonUniversal, Public Relations Manager at Hilton Los Angeles/Universal City, responded to this review, 13 November 2013
Dear Guest,

Thank you for taking the time to bring this to our attention. We are delighted you enjoyed your overall stay with us. We regret that you had a negative experience with our concierge staff. We want to assure you we will reach this matter in detail. I have contacted my Rooms Division and a representative will contact you shortly to further discuss this matter. We hope you will consider staying with us again the next time you visit the Los Angeles area.


Warmest Regards,

Lorie Briones
Marketing Manager at Hilton Los Angeles/Universal City
LBriones@HiltonUniversal.com

Follow us @HiltonUniversal on Twitter and Instagram
Like us on facebook at Facebook.com/HiltonUniversal
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Launceston, Tasmania, Australia
Level Contributor
11 reviews
8 hotel reviews
common_n_hotel_reviews_1bd8 3 helpful votes
Reviewed 7 November 2013 via mobile

Enjoyed our stay recently at the universal hilton. Certainly can't go past the location. The hotel is clean and well maintained. My only gripe is the fact that my party of 3 arrived from a 15 hr flight from Australia, arriving at 8:30 in the morning. Jet lagged we were told from front desk staff that we could not check in til 4pm and our bags could be held if we wanted to venture to city walk...um no. I couldn't walk 50 metres without feeling completely knackered :) we crashed in the foyer with our bags. I was called over shortly saying a room was now available but I would be charged $25 for an early check in fee. I had no choice to pay it. Is this stated anywhere on their website? Maybe the hotel could have a "lounge" type room where early international visitors could crash and freshen up until a room is available. Just a suggestion.

Stayed October 2013, travelled with family
Helpful?
Thank kissgodz
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
HiltonUniversal, Public Relations Manager at Hilton Los Angeles/Universal City, responded to this review, 20 November 2013
Dear Guest,

We agree our location makes for a great vacation. We apologies for the issues you experienced with check in but are delighted it didn't over shadow your vacation. Your concerns have been brought to the attention of the Executive Office and will be followed up on. Your suggestions help us to improve our property and services and are appreciated. We look forward to welcoming you back the next time you visit the Los Angeles area.

Warmest Regards,

Lorie Briones
Marketing Manager at Hilton Los Angeles/Universal City
LBriones@HiltonUniversal.com

Follow us @HiltonUniversal on Twitter and Instagram
Like us on facebook at Facebook.com/HiltonUniversal
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about Hilton Los Angeles/Universal City

Property: Hilton Los Angeles/Universal City
Address: 555 Universal Hollywood Drive, Los Angeles, CA 91608-1001
Phone Number:
Region: United States > California > Los Angeles > Central L.A
Amenities:
Business Centre with Internet Access Fitness Centre with Gym / Workout Room Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Suites Swimming Pool Wheelchair access
Hotel Style:
#7 Green Hotel in Los Angeles
#29 Family Hotel in Los Angeles
#34 Romantic Hotel in Los Angeles
#55 Business Hotel in Los Angeles
Price Range (Based on Average Rates): £££
Hotel Class:3.5 star — Hilton Los Angeles/Universal City 3.5*
Number of rooms: 495
Official Description (provided by the hotel):
Enjoy AAA Four Diamond facility with over six acres of landscape in the Hollywood Hills and stunning views of glittering Los Angeles. The hotel provides a sophisticated experience combined with a superior level of service. A welcomed respite, each spacious guest room and suite is flavored with class and comfort, showcasing valued amenities for the well-traveled guest. Continually working toward greater sustainability, the property was also recently awarded the Gold level certified by Green Seal for environmental lodging, The Hilton Los Angeles/Universal City hotel is located steps from Universal Studios Hollywood and CityWalk Los Angeles. ... more   less 
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Also Known As:
Hilton Los Angeles / Universal City Hotel Los Angeles
Hilton Universal City
Universal Hilton
Los Angeles Hilton

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