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“Hilton, Universal City”

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Hilton Los Angeles/Universal City
Ranked #51 of 353 Hotels in Los Angeles
GreenLeadersGold level
Reviewed 5 December 2013

Our stay at this hotel caused us lots of delay since they were experiencing elevator issues. Wait times to go up or down were up to 30 minutes at a time. Basic items that were not working in our room included heat and safe. Very dissapointed with this Hilton property.

  • Stayed: December 2013, travelled with family
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Review collected in partnership with Hilton Hotels & Resorts
2  Thank Tanya D
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 reviewResponded 9 December 2013

Dear Guest,

Thank you for taking the time to share your feedback with us here on TripAdvisor. We are disappointed to hear that your experience fell short of your expectations. I have spoken with our Rooms Division and they will be in touch with you shortly to gain a better understanding of your experience.

We do hope that we will have the opportunity to provide you with a flawless experience in the future should you join us once again.

Again, thank you for your feedback, and know that we are actively working on the elevators. We will be integrating new ones shortly to speed up guest flow and decrease wait time.

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

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Reviews (3,748)
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2,012 - 2,018 of 3,748 reviews

Reviewed 2 December 2013

This is the second time that we stayed in this Hilton so we knew what to expect - normal Hilton service and room, and nothing special.

The location is superb if you want to visit Universal (and we do). Universal Studio is a short 3-minutes walking distance from the hotel, and they still provide shuttle service to Universal Studio and the City Walk. The service is good, but not super attentive. Pool and spa is A-OK. Parking is not so good because the parking card never worked for us. The room is comfortable and clean.

By the way, the hotel buffet looked good but we did not try it.

  • Stayed: November 2013, travelled with family
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1  Thank my8286432
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 reviewResponded 3 December 2013

Dear Guest,

We are thrilled that your visit was a success, and your insights are helpful and certainly invaluable. We couldn't agree more that the location combined with the amazing team at the Hilton Los Angeles/Universal City Hotel makes for a great visit. We do hope you travels bring you back this way again soon, and we would be happy to be of service.

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
________________________________________________

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Reviewed 30 November 2013

Where to stay? No more of my concern!.. Would stay over and over again, Specially with the accommodation up-grade... Beds are sure a token of Pleasenville... Pool, Bar, Coffee Shop and Restaurant service all hit the right spots... After a day long of activities, no place suits better; to mellow down... :)

  • Stayed: November 2013, travelled with family
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    • Location
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    • Cleanliness
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Review collected in partnership with Hilton Hotels & Resorts
1  Thank Yolanda H
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 reviewResponded 2 December 2013

Dear Guest,

We are thrilled you enjoyed your time with us. Our location makes for the perfect Universal Studios Hollywood vacation and are delighted you were able to enjoy all of our amenities during your stay.. We look forward to welcoming you back again very soon,

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

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Reviewed 29 November 2013

From the moment we arrived we were greeting by a rude member of staff from Valet. If it was not so late and having a tired 3 year old I would have gone to another hotel just from that first experience.

However when we went inside we were greeted by the lady behind the desk who booked us into the hotel. We then went and sorted our bags out and headed to the lift. WELL... they have 6 lifts which only 1 works at a time. We were waiting for 5 minutes for a lift they are so painfully slow!

The room was nice enough but after being at 8 hotels already I feel that the Hilton was no where near satisfactory.

The hotel is in a great location if you are visiting Universal Studios and City Walk has a many restaurants to choose from. We only found out about the City Walk the day after we dined in the restaurant downstairs at the hotel.

The food is overpriced for what it is and the taste, well mine had none, the soups was delicious though.

If I were staying around this area again I would probably choose to stay elsewhere.

  • Stayed: November 2013, travelled with family
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1  Thank Beccabec4
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 reviewResponded 2 December 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 regret that you faced issues during your stay and that we did not live up to your expectations. Our guests are the number one priority and we are disappointed that you did not receive the customer service you would except from a AAA Four Diamond property. We are integrating new elevators shortly to increase guest flow and decrease wait time. I have reached out to our Room Division and a representative will follow up with you shortly. 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
Reviewed 28 November 2013

The hotel itself is nice and has the facilities you would expect. The problem is that the hotel lifts are VERY slow and a number appear to be out of service. This is not just in the main bank of lifts but also for the garage to get to your car. It was a problem for our entire stay and only on occasion did the lift come in a reasonable time and not nearly full. The lower floor guests often could not get on the lifts as they were always so crowed. There was no convention that I saw and it happened in the morning, afternoon and evening. You had to plan an extra 5 min to get to the lobby.

  • Stayed: November 2013, travelled on business
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1  Thank Richard H
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 reviewResponded 29 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 to announce the addition of new elevators in the beginning of the year. These new elevators will be sustainable as well as efficient. This will decrease the wait time and increase guest flow. 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
Reviewed 25 November 2013

Staff was friendly and helpful from the moment I arrived all the way until I checked out. This hotel is located 3 minutes away from Hwy 101 and right next to Universal Studios Hollywood. I didn't go to the Universal Studios but I heard there is a shuttle that will take you there, so that'd be a nice thing. Location is great right next to a nice city called Burbank and 10 minutes away from downtown (not taking into consideration L.A. traffic which is really bad most of the times).
The property does show some age signs, elevators are old, carpets are kind of outdated, but it is kept very clean.

Room was very ample, carpet shows some aging too but it was kept very clean, bathroom was impeccable clean, all marble/granite. Beds were very comfortable (even though they don't offer the choice of standard or feather pillows, and I personally dislike feather ones), linens were freshly washed.

I found the price per night to be average for the location; on the other hand, rates for parking are a bit high, I chose valet since the difference between self-parking and valet was $4 only.
Internet access was not free either.

Breakfast buffet was a bit pricey so I opted for a coffee place next to the restaurant where they serve Starbucks coffee and great bakery products at a good price.

In my opinion, overall hotel value is about 90%. A cheaper parking rate and free internet (even if basic) would have given the property a higher overall value. One positive note is that they let you print your boarding passes for free at their business center where other hotels charge you for internet access and/or printing costs.

I will stay at this hotel again in two weeks when I'll be in town. Particularly for me, cleanliness, friendly staff and location tops parking and internet rates.

  • Stayed: November 2013, travelled on business
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1  Thank OArratia
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 reviewResponded 26 November 2013

Dear Guest,

Thank you for taking the time to give us feedback on your recent stay. We are delighted that you enjoyed your time with us. I have forwarded your concerns regarding parking and WiFi to the appropriate departments for further review. Your suggestion help us to improve our property and services. 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
Reviewed 25 November 2013

Great location for visiting Universal City. Although far from any airport, you won't need a car since its walking distance to the City Walk and Studio Tours.

As far as the Hotel; Staff is friendly, polite and helpful. But the food, drinks, and everything else that cost extra is EXPENSIVE! Buffet is overpriced, drinks are extremely overpriced!

  • Stayed: November 2013, travelled with family
    • Value
    • Location
    • Sleep Quality
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    • Cleanliness
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Thank kalaniPhd
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 reviewResponded 26 November 2013

Dear Guest,

Thank you for your recent review. We are delighted that you enjoyed your overall stay with us. We regret that our Restaurant and Atrium Lounge did not meet your expectations. I have reached out to our food and beverage division regarding your feedback. A representative will reach out to you shortly to follow up in further detail. We hope you will consider staying with us 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

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:
#6 Green Hotel in Los Angeles
#28 Family Hotel in Los Angeles
#33 Romantic Hotel in Los Angeles
#54 Business Hotel in Los Angeles
Price Range: £166 - £316 (Based on Average Rates for a Standard Room)
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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