TripAdvisor Traveler Rating

Our second visit to this hotel which is really lovely but just slightly tainted by housekeeping not coming on 2 separate occasions which left us with no clean towels, bath mat which we really did need as the door didn’t shut to the shower so water flooded out. We told the front desk twice but they really didn’t make much of it and definitely no apology given! The only other gripe was they have changed the coffee supplier in the shop to The Dutch trading company and the quality was poor. We ordered a large coffee on our first morning and it tasted like hot milk. My husband took it back and spoke to the guy in charge and he said we could have another shot but we would have to pay for it. He went on to say the tall had 1 shot, the medium had 2 shots and the large had 2 shots…??? Not sure who worked out the math on that ?? we provided feedback on their website but no one bothered to even come back to us. Small issues I know but the fact that they weren’t bothered to address either is poor especially as hospitality is their business.

Horrible hotel. Room booking not what ordered suppose to be compensated and never was. Bed sheets feel like you’re in a hospital. Stay away.

Just loved the layout of this resort! My husband uses a rollator and sometimes a wheelchair and this resort was so accessible! The water taxi was the best! The pool area was so relaxing and beautiful! Had a wonderful trip! Our room was on the same floor as the lobby! The fitness center was state of the art!

Been reading the reviews on this Universal Resort for a while now. We have been to all the other resorts except Royal Pacific. Sapphire comes behind only the Portofino. First the staff every one of them were amazing! There was never a need not answered or slow service except in the Cookhouse, but I will review that and the tavern separate. The resort is super easy to navigate and the pool was awesome. We got a greeting from all the staff every time we came in the front door or back and forth to our guest house. Our goal was resort only and it was done and perfect. This will be a return visit always.

We recently stayed whilst visiting Universal and thought the hotel was lovely but it is not one that we will return to. Firstly, I don’t think the higher price point is worth it compared to Cabana Bay, for example. Yes, Sapphire Falls has water taxis to the parks but we found these to be infrequent. It was often quicker to walk. When waiting for a boat from city walk back to the hotel, the lines for Sapphire Falls were huge compared to Hard Rock and Royal Pacific and the boats did not come as regularly and would get full quick. Also, we did not get the room that we paid for here. I booked a standard lagoon view room and was given an accessible room on check in. Whilst this room would be great for someone who requires it, the beds were far too low for us and it did not have a split bathroom, which we need as a family. On calling the front desk I was told that this was the only room available. On complaining further they found us a standard room but this did not have the lagoon view I paid for. I decided not to waste any more time on the matter but why is this hotel accepting bookings for rooms they simply don’t have available? On a positive note, the pool is great and the hotel is spotlessly clean, but I’ll stick to Cabana Bay.