TripAdvisor Traveler Rating

I stayed for 4 nights at the hotel. few hours after checking out I realized I ve forgotten my passport at the safe of the room. I ve been insistently calling the hotel security and manager and they cannot help me. Keep inventing excuses w/o any assistance. I'm considering call the police.

The hotel is very nice and clean, the check in was friendly and efficient. The room was provided with allergy bedding which was great. The room was clean and comfortable. The pool was great for the kids but a little cold for me, I don't think it was too cold as there were plenty of people enjoying it. The evening pool movies were great. Service at the pool bar was good. Wifi was sometimes slow and difficult to connect but aas ok. The little food court in the lobby was good. The staff were all very friendly. I have no complaints and would definitely recommend this hotel.

We had a great time and I would love to give 5 stars. However, environmentally the hotel is way, way behind the UK and the US National Parks hotels we stayed at on our trip. This will absolutely stop me recommending you to friends. - You should not be putting plastic bottled water or individual toiletries in rooms, nobody would miss them if you stopped. - You should not be using ketchup sachets or single use plastic straws/cups at the pool bar. The number of paper napkins provided with pool food is excessive (e.g. 9 for 4 people) - You could save huge amounts of energy by putting pool towels in rooms to encourage reuse rather than the default being a new towel from the poolside each day. - You should have separate recycling bins in communal areas - I hope that you are sorting all waste anyway, but there was no indication of this. - The air con is excessively cold in communal spaces. This always used to be the case in the States but other regions we visited have stopped doing this, and you should too. - Housekeeping is excessive. It continued even though we specifically said we didn’t want any when asked at check-in and even when reminded you by text each time they came into our room. Nobody needs new towels after 2 days! The card in the room quite rightly says you will only change towels if they are not hung up, but we always hung our towels up and yet they were frequently changed. Tell housekeeping to stop doing that, it will save you a fortune! A company like Universal should be leading, not failing on the environment. When I mentioned some of these things to staff, they really didn’t care. At EVERY decision the thought should be “what is best for the world” not “what do we (wrongly) imagine the customer might want”. Doing that would not lose you any custom (and if you market it right it would gain custom) but would make a difference to our planet.

Booked the room (like most) to take advantage of express passes for Universal parks. This was the good bit...unfortunately the check-in procedure is painfully slow meaning a massive queue across the lobby you have no option but to join. They tried to charge us an extra $50 for an extra adult in one of the rooms 'for the express passes'...I questioned if there was a difference in cost for child or adult express passes and was told 'it was universals rules, they charge what they like' I questioned further and pointed out I'd paid extra for that room already compared to the 2 adult 2 kids room we had and they eventually waived it. Rooms were ready which was a bonus so we went and dumped bags in Tower 2 Floor 7 Rooms 49 and 50. Rooms seemed nice enough for one night and at that point quiet... When we returned to Rooms after 1st day in the parks, room 49 had a strange rumbling sound...half hour later Room 50 had it to...the noise in the celing was incessant all night..We got very little sleep and despite the engineer coming and looking /lustening/ claiming to have turned bits off...nothing changed. He didn't know what the noise was either ...concierge phoned at 1am and offered us different rooms...bit late! And daughters had plugged their air pods in to try and block out sound so we stayed. We're offered a free breakfast for the inconvenience...however it ruined our night there and subsequent following day as we were all knackered in the parks and had to end up leaving early. Can't find any contact email to lodge a complaint either... A very disappointing venue indeed..think twice before spending the vast sums on a room.

We booked the hotel for one night purely to take advantage of 2 days if express passes for Universal. We kept our luggage at our other hotel, left there at 7 AM and headed to Loewes with 2 overnight rucksacks. Even though it was early, many people have the same idea and it was mega busy so husband waited in the line to checkin and I joined the line for bag drop. Took about half an hour but we soon had our room key, which doubles as your express pass (take a lanyard to put it in, makes it much easier for scanning at ride queues) and made our way down to the queue for security. We made an error here and walked, forgetting people's advice to take the boat. So there was a long queue to get through security which may have been shorter had we opted for the boat (this could have been solely due to the sheer volume of people with it being spring break).  Once we'd finished in the park we headed back to the hotel to enjoy some pool time. Pool area is lovely, with plenty of pool loungers, noodles and balls in the pool and a snack / bar area. Our room was xxx overlooking a small lake and car park. We had a king size bed with sofa bed for our Daughter. Room was large with huge TV, desk, fridge, coffee machine, safe and large shower. Beds and bedding were extremely comfortable and there must have been good sound proofing as we heard nothing all night and had a really good sleep. Small individual bottles if shower gel, shampoo, conditioner and body lotion were provided, with a simple call / text message to reception if you needed them replenishing. We chose to eat at Jack's within the hotel for our evening meal, expensive but we enjoyed it. We didn't get a lot of time to fully explore the hotel but the areas we saw were beautiful, it really is in a stunning setting, very peaceful and tranquil despite being on the Universal grounds. Breakfast wasn't included and we personally found the prices in the onsite shop quite expensive so got the boat over to Universal (shorter security check) and grabbed hot drinks and hot croissants from Starbucks on city walk. Although close to £700 per night we would definitely stay at the hotel again purely for the express pass to Universal as this did save us a fair amount as you get 2 day passes.