Loews Sapphire Falls Resort at Universal Orlando

Vacation-goer, BEWARE!! I was asked if we wanted our room cleaned for the two days we stayed and I said resoundingly NO. Times are tough right now, you know. No sense inviting a problem in. Well, our room was cleaned and $70.00 cash was taken from my wallet. I filed a report. I was told someone would follow up in the next couple of weeks. I got a phone call about a week later, asking me to again summarize the theft. Two days later I got a CHARGE of $70.00 on my credit card I used for the room originally. Next, I tried to contact corporate. I was told no emails are available for higher-ups. I was directed to leave a voicemail, which I left. No reply. It’s been over a week now since I called. I called the hotel directly and was told by Katie, the assistance front office manager, who insisted that I was mistaken about the charge - Lowes issued credit to my card and that I would have to take it up with my bank. I called my credit card company who had to file a dispute on my behalf. This story just keeps going on and on. Still not done with it. Now I’m out $70.00 cash as well as a $70.00 charge. Unbelievable how many people have dropped the ball on this one and how many times I’ve been made to feel like I am the problem. Lowes customer service sure has slipped. The bottom-line is DON’T TRUST the front or housekeeping and lock away your valuables. I would have recommended this hotel in the past but it’s gone downhill fast!

The hotel is fine, but starting to look a bit dated. . It is huge and designed for conventions. Staff were very good and professional. The rooms are large and comfy bed but strange that sink separate toilet and furniture a bit dated. The air conditioning was very noisy. Food and drink very expensive but what you expect in Orlando, Walking distance to Citywalk was good, we used the path several times. Also a free water taxi and shuttle to park. Fine for short stay but in need of updating.

The hotel is fine, just not anything special. It is huge and designed for conventions. There are several towers of rooms and a lot of meeting space. The rooms are a little nicer than a Hampton Inn. Having a laundry on the first floor of our tower was convenient. It was $4 per load per machine. Walking distance to Citywalk was good, we used the path several times.

We stayed at the hotel for 12 nights. It was our first time bringing the children 9 & 13 to Florida. I have to say the hotel was excellent & I would recommend it to anyone wanting to stay in the Universal area! It was so convenient, from the water taxi’s to being able to walk to the water park & CityWalk with all the restaurants. We thoroughly enjoyed our time at the hotel, the Christmas decor was amazing, the entertainment around the pool was just right & the staff were amazing with the kids. We stayed in a family suite on the 7th floor. I was slightly disappointed with the lack of storage for the children’s clothes in the lounge area where they had set up a sofa bed ie there was NO storage. Also they had a tiny fridge in the space where a full size fridge would fit which I thought was annoying? The parking charges, I’m not a fan of $37 per day! But I see all hotels charge for parking, when you have a daily fee of $35 to enter the parks it’s a lot over a couple of weeks holiday.

OUTSTANDING staff!! We loved the hotel and all the amenities but it was the staff that made our stay incredible. Rooms were spotless. Anything you needed in the room, they brought to the door immediately. The staff on the phone at room service were so cheerful and professional. Always taking time to answer questions and make sure our requests were met...and THEN some!