TripAdvisor Traveler Rating

Very clean, very friendly. The hotel is pretty and the pool is perfect for the kids but the fine print might not tell you that every 10 minutes a helicopter flys over the pool being that it’s on a very well used route for a flight tour. You can sometimes tune it out, other times you really can’t.

We stayed at this hotel for our trip to Universal Studios in Florida and it was absolutely amazing. The water taxis were absolutely awesome and passed often enough for you weren’t waiting very long. The people running the boats were always friendly and happy. Our check-in was very quick and seamless and the food at the downstairs restaurant was amazing. The entire area was nice and clean and the beds were very comfortable.

We had a great stay at Sapphire Falls. The lobby is amazing and smells so good! The pool is beautiful with a fun water slide. The rooms were extremely clean and quiet, and the beds were comfortable. We would definitely stay again.

Overall, a nice hotel. All of the staff were friendly and helpful. Shout out to the luggage guys, expert level unload and loading PLUS they were both GREAT with our little kiddos. We booked here in large part for the kid's suite. Having the extra space and beds was great with of us. The water taxi was awesome, we did the bus with our last trip and the water taxi is far better, faster and drops you so much closer to the park entrances! I gave 4 stars because of the late-night noise level in their courtyard, one night was a DJ'd event that was VERY loud all the way up to the 8th floor from the ground level. The next night sounded like a bunch of drunk folks literally howling. Minor things - the barn door for the bathroom isn't great, little fingers are easily smashed that way, the light in the magnifying mirror didn't work, and the mini-fridge is in an awkward spot.

We first visited Sapphire Falls in 2018. We were absolutely wowed, and I left a rave, detailed review. We returned for my 40th birthday and were dismayed that the customer service has completely tanked. We booked through Amex Travel, which is supposed to come with late check out and an upgraded room. We got the exact opposite, with jarringly bad customer service from check in to check out. The Room Per the website, there are pool and lagoon view rooms, and you can't go wrong with either. We loved our room in 2018. This trip we learned there's a third room type- The Parking Lot View. After we checked in as repeat guests celebrating a milestone birthday, they gave us a room on the same floor as the lobby with a view of the parking lot. So we were awakened early each morning by the families leaving to do Orlando things, kids tantruming, etc. We couldn't open the curtains without being on full display. Even better, the employee smoking bench was right in front of our window so we got to smell cigarettes all day. I asked every day in our four day stay to be moved and they refused. The Check Out Racket We spent four nights and $$$ at Sapphire Falls. The day we were checking out, my husband had a Zoom meeting until noon. I asked to check out at noon. (Again, the Amex package is supposed to include a 4 p.m. guaranteed checkout! Which the Loews sister property down the road honored). They refused to extend our checkout unless we paid a $100 fee! I spent 30 minutes in the lobby moving up the chain of command and no manager would waive the $100 fee for an extra hour in the D list room. I thought it was a really strange choice in customer service. Would you rather have $100 over a repeat visit? The Amenities Although the terrible service put a damper on the relaxation, the amenities are still lovely and the hotel has kept up the gym and the pool in the last four years. The glaring exception was the hot tub chemicals. The hot tub completely bleached/ ruined TWO brand new bathing suits on two different days. I would expect a hotel in this price range to have spa maintenance more dialed in. I had recommended SF to everyone I knew visiting Orlando for the past four years, and chose to return for a special birthday. I'm sad they did such a 180 on their customer service. I will have to find a new pool paradise in Orlando.