TripAdvisor Traveler Rating

Stayed here for 2 weeks was excellent in a great location next to epic. Hotel was nice and clean, room was comfortable and was a decent size well laid out with everything you need. Staff were very friendly, the park transport was perfect. The pool area was great with a good atmosphere around the facilities and noise levels was perfectly fine. The food services were good in the hotel with a fair amount of options., overall it was fair value. We Had a great family holiday here and would definitely return next time in Florida.

I am very disappointed with my experience at this hotel. As a Florida resident, I specifically inquired about the Florida Resident Rate because, after booking, I visited the hotel's website and noticed that a Florida Resident Rate was being advertised for the exact same week as my stay. However, I was charged the standard non-resident rate. Naturally, I wanted to understand why I was not eligible for the discounted rate being promoted during my travel dates. When I brought this to the attention of the front desk associate, Nani, she informed me that the Florida Resident Rate was not being offered during my stay. After waiting approximately 15 minutes while she spoke with a manager, she returned and simply repeated that the rate could not be honored. What makes this even more confusing is that the Florida Resident Rate was clearly available on the website for the same week I am staying at the hotel. As a Florida resident, I believe I should be accommodated with the Florida Resident Rate that was being advertised during my stay dates. I was not asking for a special favor, only to receive the rate that appeared to be available online. What was even more disappointing was that the manager never came out to speak with me directly. As a guest with legitimate concerns, I expected the courtesy of a face-to-face conversation. Instead, the manager chose not to meet with me, address my concerns, or explain the hotel's position. I found this lack of professionalism and customer service to be disrespectful and dismissive. What made the situation even more frustrating was the lack of customer service regarding our room. My daughter and I checked into a room with two queen beds, and we immediately noticed stains on the sheets of one of the beds. When we requested that the sheets be changed, we were informed that rooms are only cleaned every two nights. We explained that we had just arrived the night before and were not asking for a full room cleaning—only for the stained sheets to be replaced. Although Nani stated that she would contact housekeeping to have the sheets changed, we returned to our room and waited over an hour, and no one came to replace the stained bedding. Having to wait this long for a basic housekeeping request is unacceptable, especially when it concerns the cleanliness of a bed that a guest is expected to sleep in. Another concern is the hotel's housekeeping policy. This is the first hotel I have stayed at that does not provide daily room cleaning. While I understand that hotels may have different policies, nowhere on the website did I see a notice stating that rooms are only serviced every two days. This is important information that should be clearly communicated before guests book their stay. I am sure the front desk receives many calls from guests asking why their rooms were not cleaned. This confusion could easily be avoided if management clearly disclosed the housekeeping schedule on the website and at check-in so guests know exactly what to expect. Unfortunately, throughout our interactions, Nani showed very little concern for our situation and made no effort to accommodate a simple and reasonable request. There was no sense of urgency, empathy, or willingness to assist. As paying guests, we expected clean accommodations, prompt service, transparency, and respectful customer care. Instead, we were met with delays, indifference, and inconsistent explanations regarding hotel policies. I hope management reviews both the handling of guest concerns and the lack of transparency surrounding the Florida Resident Rate and housekeeping policies. Based on this experience, I respectfully request that the hotel review my reservation and honor the Florida Resident Rate that was advertised for my stay dates. More importantly, I hope management takes steps to improve communication, guest accommodations, and customer service so that future guests do not encounter similar issues.

I would not recommend this hotel. While it is new and generally clean, it certainly lacks the feel of a Disney or Universal "resort." It rained for about 10 minutes and they closed the pool for the remainder of the day. Upon asking the front desk if and when the pool would reopen, the guest service rep simply said he doesn't make those decisions. He then indicated that the pool often remains closed for long swaths of time when it is cloudy. Super unhelpful staff.

The personal check-in was really helpful and friendly and they always made sure we were comfortable. We loved the food and beverages; there were enough options for us to try something different every day, everything was delicious. My daughter especially loved the chocolate pancakes for breakfast. We enjoyed relaxing by the pool and in the hot tub after long days at the parks. My kids loved the room, and the beds were comfortable. Overall, we truly enjoyed our stay at Terra Luna.

Immediate opinion... big no for me and I am so very disappointed in choosing this hotel. Pass Holder Review: WHY IS PARKING $30 A NIGHT??? That is an OUTRAGEOUS PRICE for this hotel... think $10-$15 would be better. This place is a FAR CRY from the other Value or Premium properties, why charge a premium price? Seems stingey and unnecessary. I really wish I had researched this hotel more before booking. Since it’s tied to Epic Universe, I assumed it would be a great choice — but unfortunately, Terra Luna was a huge disappointment for me. The biggest issue is the overall atmosphere. The hotel feels extremely cold and sterile. Nearly everything is painted white, and instead of feeling modern or themed, it gives off more of a hospital or unfinished building vibe. For a Universal resort, there’s very little personality, immersion, or energy. Nothing about it feels connected to Universal or Epic Universe, which was honestly shocking. The lobby was especially underwhelming and immediately killed the excitement. I kept trying to figure out what the actual theme was because it just didn’t feel present anywhere. The “Earth vibe” concept simply doesn’t come through. Was there a sale on white paint? ?? The rooms are fine, but VERY basic. Again, the all-white walls, bland furniture, and minimal decor make the space feel lifeless rather than relaxing or fun. The front desk staff did their best to hype up the rooms and were friendly overall, but the hotel itself just lacks charm and warmth. Feels like a hospital room ?? There are also several practical downsides: The hotel is isolated, with virtually nothing nearby within walking distance. Even though it’s close to Epic Universe, you cannot safely walk there because of the highway between the hotel and the park. The food court area is small and has limited options. Some staff members were friendly but didn’t seem fully informed yet, which may be due to the hotel still being new. One of the most frustrating parts was the parking fee. Charging $30 per night for self-parking at this level of hotel feels excessive and unnecessary, especially compared to other Universal value and premium resorts that offer a much stronger experience overall. A more reasonable rate would have been around $10–15. Overall, the hotel feels unfinished in terms of atmosphere and identity. Maybe some of these issues will improve with time, but as of now, I would not stay here again. 100% WILL NEVER RETURN HERE. ??