Dear Universal Guest Services,
I’m writing to express my serious concerns regarding our recent stay at Cabana Bay Beach Resort. This trip was intended to celebrate my son Liam’s birthday, but it turned into an incredibly frustrating and disappointing experience due to multiple issues with both service and safety.
Upon arrival, we discovered that the sink in our room was not functioning and had to place a work order to have it repaired. We then called the front desk twice requesting that our room be made up, as the sheets on the bed already had blood on them. Despite assurances, no one came. On the third attempt, a staff member finally arrived—but instead of addressing the issue, he threw a bag of linens and towels on the floor at my feet and walked away without a word. This level of disregard and lack of hospitality was completely unacceptable.
To make matters worse, when we attempted to use the elevator near the gym to go downstairs, we noticed that the top of the elevator appeared to be falling in. This posed a serious safety hazard, especially considering it could have fallen and struck our child.
Between the unsanitary conditions, poor service, and dangerous maintenance issues, this experience fell far below what we expect from a Universal resort. I am requesting that this matter be addressed immediately and that an appropriate resolution or compensation be provided for the stress, inconvenience, and risk we were exposed to during what should have been a celebratory.