Weak front desk and terrible event catering.
We stayed here over the weekend for an office event. We called and asked for the front desk and were put on hold for over AN HOUR. When the front desk finally picked up, we explained we were trying to find out about our SPG platinum status and asked for the front desk manager and he actually refused to come to the phone. Astoundingly rude.
We were attending a large event that evening and the hotel catering food was horrible. The prime rib was dried out, crusty and extremely overdone. Either their warming ovens were set to 400 degrees or they had been sitting for hours (and hours and hours). With a large event, I am loathe to ask the servers for anything because they are so jammed trying to get food out for hundreds of people at once. However, the food looked so horrible, I asked the server if there were any that weren't so nasty looking. He told me they all looked like that so I just didn't eat. $100/plate meal and I starved. 
We had a problem with our wifi and called the tech help line. When he finally called back, he explained that he couldn't get through to the front desk. The front desk is very unresponsive. Several times, we have called and tried to get the front desk and eventually hung up out of frustration.
On the upside, the location is good if you are going to Universal Studios and the beds were comfortable. The hosts of the club room were exceptionally nice too.