TripAdvisor Traveler Rating

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!

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.