HEATHER SMITH
We decided to stay here for 3 days and go to all the parks. The shuttle service was very nice and on time and the staff at the pool were very nice. We checked in and went to our room to find the ac wasn’t working. Called and guest services told us to go to the front desk and it would be taken care of. Loaded up our things and went to the front desk. Spoke with Karla who was extremely rude. Explained the situation and she said well no one told us. We asked her to find out if we could change rooms. She left like she was inconvenienced came back to justify the issue. I simply said what can we do about this and she snapped back at me. She then left again and came back handed our new keys to us. Had no idea what tower we were suppose to go to. She just said there you go. Extremely rude.
Came to our new room. First night the people above us were so loud. Fine maybe they’re having a night. The next night even worse. Security even went up there we were told after reaching out to the manager. Nick changed our room again. 3 rooms now!!! And gave us food vouchers because the beachside cafe forgot our food and wanted to justify why it happened instead of taking accountability. This place was awful. Never ever will stay here again. We’ve stayed at a ton of resorts and this one just sucks. Lazy employees who don’t want to take accountability for anything and just argue. The pool area and employees out there were awesome, shuttle service was great. That’s about it.
YouTube Lover
This hotel is poorly managed. The front desk staff are unfriendly and lack knowledge. The pool is small and there is no hot tub. The two-bedroom family suite is cramped, and the beds are only full size instead of queen size. The housekeeping service does not clean well. Additionally, the TVs in all the rooms have a maximum volume of 19, making it difficult to hear the movie if anyone is talking. The hotel was fully booked but struggled with a lack of staff to answer phone calls or address issues. If you are traveling, I recommend choosing a better resort near Universal Studios. The food here is terrible and overpriced. Also, be aware that if you don't include your kids on your reservation, they may downgrade your room without your permission, even after you have already paid a deposit.
Suzy Ledbetter
I have no complaints! Clean, modern, spacious. Friendly, helpful staff. Great pool! Great food options, plus a Starbucks. The bus shuttle to and from the park was amazing- never waited long, and it was quick and safe. Great AC in room. 10/10 would stay again.
Kathleen Cameron
We just got home for a 5 night stay at Surfside, The hotel is beautiful the pool is awesome and the rooms are awesome. The food isn't super but its decent and there isn't a kids area at the pool but they provide lifejacket for the kids and they are in good enough shape. all in all the place is wonderful. free bus to and from the hotel lots of food options within a 1 mile radius like 100's of them they have scooters(for rent) everywhere. I was very pleased with our stay.
Rachel Nutt Emry
I've stayed here a few times and overall like this place! The shuttle is super convenient. The lobby and shops are always nice and clean, pool is great, and staff are super friendly. The rooms are pretty nice, but could definitely use a good cleaning (dust & hair on most surfaces, found a few leftover pills/vitamins on the floor from former guests, etc). Maybe an occasional deep clean would be good since it seems housekeeping just does sheets and towels?
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