We had a medical emergency where someone in our group had to go to the ER early the morning of check in. When we asked if we could check in early due to this, the front desk told us that an upgraded room was available, but not the room we reserved. It supposedly had an upgraded kitchen, which it looked the same to me when I made the reservation.So, not entirely sure it was an upgrade. But we needed it so the person could get some rest, so we took it. Then, I must have missed the fine print, because although our stay was for 4 nights we never had any room cleaning services. When we asked about this we were told that room cleaning is not provided.
Finally, although I understand it wasn’t the hotels fault, the shuttle service is not great. We got to the lobby at 8:31 one morning and the shuttle had already left.We were told they were very punctual.Shuttles are only offered every hour and only until 8PM when returning from the Universal Park.Since we were worried about missing the last shuttle we got to our shuttle meet up place at 7:30 PM.Well, we waited over 1-1/2 hrs and the shuttle never arrived.When we called to ask where our shuttle was, we were told that he was running late and to wait 10 more min. But after a half hour had passed we called again and were told that the driver had already been there in a blue bus and had left at 8:04. I still don’t understand why we were told 2 different stories nor why they showed in up a blue bus when they told us to wait for a white one