I never complain at hotels, as I’m always very thankful to just be getting away. However, this was our 2nd time staying at this resort, and the 2nd time we’ve had an issue. Incredibly disappointing level of service, given that we spent $700 a night on a standard 2 queen room. The shower would not drain and was overflowing very quickly on the first night we arrived. Housekeeping would’ve noticed this immediately while they were cleaning the shower and should’ve had it reported and fixed before allowing a guest to check in. There were five of us in the room and because maintenance never came when we called, we were not able to take showers and had to cancel our dinner reservation. We also requested a rollaway bed at the time of the reservation. Nowhere on the website did it say a rollaway bed was an extra charge. It simply stated that our room accommodated five guests and rollaway beds were available. They should’ve stated that the room accommodated 4 guests for that nightly rate, and rollaway beds were extra. Saying that the room accommodates five but charging more above the advertised price for 5 is false advertising. When we checked in, and I again requested a rollaway bed, still nothing was said. And then when the rollaway bed was delivered, again, nothing was said. I didn’t realize they charged me $140 for use of a rollaway bed until we had gotten home the next day and I got the final bill. We’ve stayed at very high-end hotels like the Ritz Carlton and Sarasota and in Orlando, and I have never been charged for a rollaway bed. I emailed the resort and voiced my concerns about maintenance not showing up to fix the shower and the undisclosed charges. I did get a response, but unfortunately it was just an emailed “sorry, we’ll try to do better next time before the next guest.” I understand that we were there over the holidays and it is an incredibly busy season, and I’m sure people complain all the time about ridiculous little things. But when you have passholders that are paying a lot of money to stay at a resort, over a week, and trusting you with their stay during a holiday, then the level of service should be higher. I don’t expect perfection, but I also expect more than a Holiday Inn level experience for $700 a night. We had plans to return at Valentine’s Day and stay again to attend the luau, but we have decided to take our business elsewhere after the last two experiences. We own an Airbnb and completely understand that things beyond an owners control can sometimes happen, like maintenance issues that are unforeseen. But we bend over backwards for our guests as to not disturb their vacation, and compensate them if they’ve experienced any inconvenience or loss. All they needed to do was make it right. And they would’ve earned my business back. People have had a really hard last few years in this economy, and when we choose to spend a lot of money at an establishment, that should be reflected. If it’s not, no problem, but we’ll pass on coming back. I love Universal Orlando and truly hope they can get it together better with guest relations. Also, if you’re choosing this hotel for the free express passes, I would consider other options. It might work better to stay in one of their cheaper, hotels, offsite, and pay for the passes. We knew the express passes would not be valid for Hagrid‘s motorbike ride, so two of the days we got up very early to access the park early to get in line, but both of those days, even the people staying at the hotels who had early entry were not permitted to ride. They had pre-planned delayed openings for that ride both days, that were not reflected on the app in a timely manner, in order to set that time aside for people with accommodations. While I appreciate their inclusion & care for people with different needs, I also felt like I got duped b/c I was allowed to come in the park an hour early, but wasn’t allowed do what I got to the park early to do. They need to figure out a better way to accommodate all people. Don’t offer your hotel guests early access if there’s no point to it.