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"I am writing to formally express my serious dissatisfaction regarding my recent stay at your hotel. The condition of the room was extremely unacceptable. There were mosquitoes everywhere in the room, and I was constantly bitten while trying to sleep. The situation in the bathroom was even worse, with a large number of mosquitoes flying around. Because of this, it was almost impossible for us to take a shower, brush our teeth, or wash our faces comfortably. The level of hygiene and cleanliness was far below what any guest should reasonably expect from a hotel. In addition, we were unexpectedly charged extra fees for parking, we weren’t parking our car, at the time of booking or check-in. This was very frustrating and felt unfair. Furthermore, the staff member who assisted us during check-in had a very rude and unfriendly attitude. Instead of providing proper customer service, the behavior made us feel unwelcome and uncomfortable. Overall, the environment, service, and unexpected charges made this one of the worst hotel experiences we have had. Due to these unacceptable conditions, I am requesting a full refund for this stay. I hope your management team will take this complaint seriously and respond promptly with a fair resolution."

"Clean and great location Shuttle to Burbank airport was a breeze"

"Great hotel very clean & Great customer service"

"Comfortable beds"

"Room was very roomy and very clean."

"There is no pool, even though it says there is. The pool is at a different hotel down the street haha. The hotel was decent and clean and in a good location. Our toilet overflowed immediately after arrival, and I had to shut it off because it was overflowing. The staff at the desk simply offered "more towels." I had to explain that we needed a functioning toilet and she eventually agreed to come take a look. Not a great welcoming experience. Also there isn't really a shuttle option to Universal unless you book "3-4 weeks" in advance according to this same employee. We had a different expectation based on the emails and thought we simply had to submit our information."

"Interior appliances were too old, microwave would not heat up properly. Had no hangers and hair/blow dryer in room. Had to ask"

"Good"

"Room was clean, staff was welcoming"