Loews Sapphire Falls Resort at Universal Orlando

My husband and I treated our two oldest grandchildren and their parents to five days at the Lowes Sapphire Falls Resort this past week. The rooms were perfect and in a very convenient location in the hotel. The staff was great at the front desk, at the Universal guest desk, the room service providers, the cleaning people. The water taxi to City Walk and the parks was very convenient and there was barely a wait at all. The coffee the hotel serves is very good (often hotel coffee is not) and the food options were excellent We ate several times at the downstairs restaurant Amatista Cookhouse. There was something for the adults and the grandchildren. The hotel was clean and well maintained. My son in law had an issue where his tickets had been stamped twice over at Epic and the Universal customer service in the hotel quickly resolved the issue so he could use the park to park tickets as planned. My only caution is that the cleaning staff often parked outside our door and talked very loudly in the early mornings. I don't know if they were trying to get us to move on out so they could clean the room or if they were unaware of how much noise they were making talking and laughing. It was just a small irritation. We will be back here in the future with the rest of the grandchildren. It was a lovely stay.

After delayed flight, I was checked into a musty mold contaminated water damaged room at 2am. As a female traveling alone with major health issues, I found myself in a horrifying situation. After a long hike hauling my bags, I opened my room to the smell of musty mold. I turned on the lights and to my horror the wall was covered in water damage, drips, and streaks down the wall. It was on both sides of the bed and near the window. I immediately hauled all my things back to the lobby. By the time I got there my pulse was racing (my health issues), I was shaking uncontrollably, and in tears. I had just been exposed to mold spores. The front desk was apologetic and changed me to a different room. Parking was comped ( I was on business travel so it didn’t matter to me) and given a free buffet breakfast for one day but I did not use it per my existing health issues. I sent the photos to their customer service email per the front desk instructions. No one responded to my email. I never heard from a manager. I’m disappointed that after paying over $400/night I would be checked into a health hazardous room. Additionally I was unable to use the WiFi as it kept saying I wasn’t registered to my new room. Overall bad experience. I give 2 stars only for the water taxi and very nice public spaces like the lobby.

I had an amazing two-night stay at this hotel and truly couldn’t have asked for a better experience. From the moment I self-parked my car, the Bell Services team made everything effortless. Gina, Lauren, Gigi, Hector, and Zach were all outstanding—friendly, professional, and incredibly helpful. They made sure my bags were taken to and from my room with care, and their service really set the tone for the rest of my stay. Check-in was smooth, and I loved the welcome beverages offered each day. The dining options were great, and anytime I had questions about hotel amenities or even what was available at the surrounding resorts, the staff had helpful, knowledgeable answers. I also appreciated the texting service—they were always prompt and responsive with every request, big or small. It just made the whole visit feel seamless. Overall, I had a wonderful time and absolutely plan on coming back. This will definitely be one of my preferred lodging options whenever I’m in the area.

The management and entire team went above and beyond to help and accommodate during my son's illness. They were first on the scene and continued afterwards to check in on us. We are incredibly grateful and highly recommend their outstanding hospitality.

We love this resort, it’s beautiful. The staff is wonderful, from check in to check out. A lovely lady named Star checked us in. She was so sweet and accommodating. Also a young lady from Star Services , Erlinda was very attentive and polite. Everyone was so friendly, we will definitely come back. It was like home away from home.