Hilton Los Angeles/Universal City in Universal City, CA

I have mixed feelings about this hotel. I stayed for 3 days and 2 nights to visit Universal Studios. Check-in was smooth, and I was happy with the reception staff, who were friendly and informative. We were upgraded to a nice room. The room was impressive, effectively combining two rooms into one spacious area. The first was a bedroom with a full bathroom, including a large bathtub and a Japanese toilet. The bed was comfortable, and there was a sofa. The second room served as a living room, with a large dining table, a sofa bed, and a work table. There was also a small kitchen equipped with a microwave and a coffee machine. The air conditioning was cold, and the Wi-Fi was adequate. The hotel had a pool, which my daughter enjoyed. Everything was fine until the day of checkout at 9 am. I went downstairs to order breakfast, and when I returned to the room, I found cleaning staff had entered and started cleaning without our permission. They then told me I had already checked out, which was not true—I had only ordered breakfast at 9 am. When I complained, they said they just wanted to clean, which didn’t make sense, as no one signs out before being checked out, and cleaning was scheduled before check-out time. This was unreasonable. Afterward, waiting two hours for breakfast revealed that Cafe Sierra was very unprofessional. They promised to deliver breakfast to our room within 15-20 minutes, but it took two hours, and we had to go downstairs to collect it. The service was disappointing. The checkout process was also terrible. The reception staff were rude and unprofessional. I inquired about a billing discrepancy—the amount didn’t match the receipt—and they responded dismissively, saying it was tax. I know my receipt already included tax, just like at the bar. The signed receipt and bill didn’t match, which isn’t about the money but about integrity. They should admit their mistake instead of giving attitude. Later, they claimed the system was glitching. Overall, my experience was good and bad.

Booked 10 rooms for a wedding, June 20&21, 2025. From the moment we checked in CP at the Front Desk was incredibly awesome. Ge showed us the utmost respect and courtesy. During the stay everyone was above and beyond the expectations. Valet , the night guy at front desk Sam was very courteous and professional he made my daughter “The Bride” laugh and Blessed her. Checking out I was honored to be taken care by CP and Carlos. Employees like CP and all others are an asset to this organization .

I chose this hotel for its proximity to Universal Studios, and in that regard, the location is excellent. Although they offer a shuttle service every 15 minutes, it’s actually just a 7-minute walk to the park entrance. We walked to CityWalk each day, which has a good variety of restaurants, shops, and even a fun escape room for families. The pool area is also a nice feature. Unfortunately, that's where the positives end. This is, by far, the worst Hilton I’ve stayed at. The rooms and bathrooms are outdated, the carpets are stained and clearly overdue for a deep cleaning or replacement, and the noise from the air conditioning unit was unbearable. I had to turn it off at night. While I had a large corner room with a nice view of the park, the overall condition of the property and service was disappointing. The breakfast staff were rude, unpleasant, and inattentive, and the dining area, including the chairs and carpet, was dirty and uninviting. Despite the convenient location, I would not recommend this hotel. It falls far below the standards I expect from a Hilton.

This was my Birthday trip to the Universal Studios and Hilton made it so memorable by just being helpful, especially shout out to Sandra who helped us get the extra bed for my daughter in the room. We have a big family so we needed connecting rooms and the front desk was amazing in making that happen! Overall the hotel is great! Food could be a bit pricey but let’s not forget this is LA Universal studios! Nothing is cheap.

Room service top tier, customer service unmatched, met my needs and a great area to commute to nearby areas. Will be back