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POLICIES
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All Universal Orlando Resort Hotels at Universal Orlando are compliant to ADA (Americans with Disabilities Act) guidelines in specially-equipped guest rooms, and restaurants are wheelchair accessible.
Accessible rooms by hotel
Vision/Hearing Disabilities
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All entrances to individual guest rooms will include the room number in Braille.
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Hearing Impaired Kits (that include a TDD relay service) are available from Star Service and may be used in any guest room to aid hearing impaired guests in:
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Identifying/being alerted to room doorbel or knocker
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Life safety system (strobes/audible) etc.
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Internal Note: For any guest specific request, please contact the hotel directly and they will be able to help.
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Guests can ask for the Rooms Director when calling for assistance.
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Closed-caption television
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Smoke detector with light
Pools
All Pools Have A Chairlift - A guest must transfer to the chair lift which lowers the guest into the pool. We do not provide lifts in guest rooms. They are only at the pools. Guests are able to rent one from a medical company to use while in their room if needed.
Medical Requests
Once a booking number has been confirmed, the guest should contact the front desk number if they have a medical specific request that requires arrangement from the hotel (accessible features such as, roll in shower, blind or deaf equipment).
Service Animals
Guests traveling with Service Animals can stay in any room type and visit any part of the property and theme park (by law). Guests should not be advised that they need to supply paperwork for their service animal such as proof that the animal has been certified, trained, or licensed as a service animal.
Emotional Support Dogs are welcome as "Pets" at our properties (excluding Universal's Cabana Bay Beach Resort, Universal's Aventura Hotel & Universal's Endless Summer Resort - Surfside/Dockside Inn and Suites). Emotional Support Animals DO NOT qualify as service animals and are NOT covered under the American's with Disabilities Act therefore, are considered pets at our properties.
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Scooter & Wheelchair Rentals
| Hotels only accept deliveries from 4 companies:
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BP Mobility: (321) 402-5955
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Scooterbug Mobility Rentals: (800) 726-8284
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Buena Vista Rentals: (866) 484-4797
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Apple Scooter: (321) 726-6837
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Anyone looking to rent a scooter/wheelchair/Stroller/Medical Equipment for their stay can contact any of these 4 companies directly to discuss rates, availability, etc.
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Mobile Check-In & Check-Out
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Mobile Check-In/Check-Out creates a contactless alternative to the traditional check-in/out experience. This enhanced guest experience will expedite the check-in/out process, create a shorter arrival process, help the hotels coordinate arrival times, and allow guests to view t`heir folios on their personal devices.
This applies to guests who booked rooms only directly with us at any of the Universal Orlando Resort Hotels.
Check-In Experience
Available to direct-booked guests only. Not available via Universal Parks & Resorts Vacations (UPRV) or 3rd Party reservations. Not available for Same-Day Reservations. Guests will have a 2 hour cut-off for registrations during their arrival day.
1. Email will be sent 72 hours prior to arrival.
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Check-in & Check Out Emails are not able to be resent. If the guests have reserved 2 separate rooms, they will receive 2 emails.
2. Guest will click on email check-in link.
3. Guest will confirm their reservation and contact information and must provide some additional information to proceed. At this point the guest will need to input the following:
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Stay Details: Include their expected arrival time and any special requests
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Party Details: Include details of each member of the party
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Address Details: Include their Address
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Chat Your Service: They can either Opt-In or Opt-Out to the text messaging program, which they can use to ask for more sundries (like extra hangers and shampoo, etc.)
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Parking: They can select whether they will be using the parking facilities
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Terms and Conditions: They will need to agree to certain policies to continue
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Payment Guarantee: In this section, they’ll confirm their booking details again and make the final payments to proceed without hassle
4. After completing those 7 steps, their check-in will be completed, and guest will receive a confirmation email.
Arrival Process
1. Guest enters a line designed for mobile check-in guests
2. For their security, verification will take place by presenting a government-issued ID and the payment method used to check-in online.
3. Keys are provided.
Check-Out Experience
Available to all guests.
1. Email will be sent at 8am day of check-out.
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Check-in & Check Out Emails are not able to be resent. If the guests have reserved 2 separate rooms, they will receive 2 emails.
2. The guest will need to click on the “Check-Out” link to proceed with the current process.
3. They will receive an option to either check-out “Now or Later”. Once that is selected, their Room Bill will show everything that was spent per day and any amounts due to be paid.
4. Email Confirmation will be sent with the guest folio indicating a successful check-out.
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Hurricane Policies & Procedures
| Policy
In the event that a hurricane or tropical storm warning is issued by the National Hurricane Center or a state of emergency is declared for the Orlando area or in a Guest's place of residence no more than 7 days before their scheduled arrival date, they can contact our team in advance to cancel or reschedule their Universal Parks & Resorts Vacations hotel accommodations and Universal Orlando theme park tickets without any cancellation or change fees imposed.
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Universal Orlando Resort Hurricane Policy
Orlando is located 40 miles from the Atlantic coast, which means it is rare that our area is severely impacted by hurricanes. In fact, Orlando's inland location makes it a primary destination for coastal residents and visitors who are seeking shelter from an approaching storm. The Orlando community puts a tremendous amount of resources into planning and preparing for guest safety in the event of any emergency situation, including severe weather.
Restrictions
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Additional elements including air, car rental or other theme park tickets are separate and not part of this policy.
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If the guest has purchased Universal Orlando products and services through third-party suppliers, travel agents or tour operators they should contact them directly for information regarding their cancellation or change policies and procedures.
Terms & Conditions
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Waiver of cancellation charges or fees for changes applies to hotel accommodations and Universal Orlando theme park tickets only booked through Universal Orlando.
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All amounts paid to Universal Parks & Resorts Vacations for accommodations and Universal Orlando theme park tickets will be applied towards a new reservation for guests wanting to reschedule vacation dates, but additional elements including air, car rental or other theme park tickets and any non-refundable payments, cancellation or change fees assessed by these elements may not be available for credit or application towards such new reservation.
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Availability of same accommodations cannot be guaranteed for rescheduled vacations dates.
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This policy does not apply to guest staying at group rates. Guests with group rates must contact their respective meeting/group planner directly for cancellation policy.
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This policy does not apply to hotel reservations, whether booked as room only or as part of a vacation package, when made after a Hurricane or Tropical Storm warning has been issued or state of emergency is declared for either Orlando or a guest's place of residence.
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Guests calling to cancel or modify bookings must be 18 years of age or older.
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If a guest has purchased a Universal Parks & Resorts Vacations package via travel financing with Uplift they will not be charged interest as a result of a cancelled vacation due to a hurricane or tropical storm.
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Guests inquiring about extra cleaning due to allergies.
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Housekeeping will prepare the guests rooms as follows:
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Change out the Linens (bedspread/pillow coverlets).
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Clean the room with no chemicals (they use a vinegar and water solution).
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Guests will not be placed in a Pet Friendly wing if the hotel accepts pets.
Extreme Allergy
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If there is an extreme allergy sensitivity, the hotel should be contacted directly. For extreme allergies, the resort can change out the room air filter and complete a special shampoo if necessary. But only when requested.
Carpet Free Room Types
Universal’s Endless Summer Resort - Surfside and Dockside Inn & Suites are the only resorts that offer 100% Carpet Free Rooms. Guests would need to have a Team Member at the Guest Contact Center set up a special request to alert the resort of any allergies. All other rooms at the remaining 6 Universal resorts have carpeting.
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Payment & Deposit Policies
Deposit
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The Deposit is equal to the first night’s room rate plus tax and will be charged to the credit card within 24-48 hours of booking. For same day bookings, the guest will be required to present their credit card at check in.
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Deposits are forfeited if Guests check out of the hotel prior to the check-out date.
Accepted Forms of Payment (Deposits):
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Diners Club International®
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Japanese Credit Bureau® (JCB)
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Checks: personal, certified and travel agency checks
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For reservations made within 30 days of arrival, personal checks are not accepted.
Advance Payment
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Taking full payment in advance is possible by having the guest complete a credit card authorization form.
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One person in the room must be 21 years of age or older and present a major credit card upon check-in, regardless of their payment method.
At Check-In
Every Universal Orlando Resort Hotel requires a valid government issued ID at check in.
Full payment for the room stay is due upon arrival (room nights + tax + incidentals such as parking/rollaway).
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Guests can use multiple accepted forms of payment to pay for their stay, but will need at least 1 credit card to be used for incidentals/daily holds. For example, they can pay for a portion of their stay with Universal Orlando Resort/Loews Gift Cards and the rest with a Credit Card.
Accepted Forms of Payment (at Check-in)
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Major Credit Cards: An authorization for the remaining balance of the hotel stay is verified and placed on the card as a “hold”. The payment is processed on the day of check out. The guest must have the funds at the time of check-in.
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Diners Club International®
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Japanese Credit Bureau® (JCB)
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Cash: Must present a Credit Card at check in. There will be a hold placed on that card for the entire room cost, plus incidentals. At the end of the stay, when settling the bill, the initial credit card is refunded.
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(Not available for guests at Universal Endless Summer Resort - Dockside & Surfside Inn and Suites)
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Must present a Credit Card at check in. There will be a hold placed on that card for the entire room cost, plus incidentals. At the end of the stay, when settling the bill, the check will be verified for funds through a tele-check machine. Once verified, the initial credit card is refunded.
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Universal Orlando Resort and Loews gift cards
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Upon arrival, arrangements can be made at the front desk to make payment with Universal Orlando Resort gift cards.
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Loews Gift Cards are not accepted at the Hard Rock Hotel®.
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Universal Orlando Food & Beverage Gift cards are not accepted at any Universal Orlando Resort Hotels.
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Cashier Checks are NOT accepted
Change & Modifications Polices
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Changes are subject to availability and pricing at the time the change is made.
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Payments previously made will be applied to new deposit balance incurred after modification.
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If the guest decides to change hotels after making a deposit, the deposit will be refunded and a new deposit will be due at the time of booking.
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Cancellation charges or cancellation fees are incurred should the guest check out of the hotel prior to the check-out date.
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Travel Agent Resort Only Bookings: Travel Agents are no longer permitted to take over a Consumer Direct Resort Only Bookings. If they are looking to take over a Guest's booking, Travel Agents must book a completely new reservation for their client.. It's extremely important for Travel Advisors to use their own email address when booking a guest room only booking. The advisor can forward the reservation confirmation to the guest. Guests with previous bookings will need to contact the Reservations directly to cancel their original reservation and receive a refund.
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Best Rate Guarantee (Loews Website): Guest bookings done ONLY via the Loews Hotels website will have the option to be price matched if it meets certain requirements. For the Loews Best Rate Guarantee to apply, the lower published available room rate must be for the same hotel, same room type, same bed type, same length of stay and same number of guests. In this scenario, Loews would be the only ones able to directly assist the guest.
Cancellations for Room Only
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Six days or more prior to stay: full refund
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Zero to five days prior to stay: cancellation fee of one night's room rate, plus tax
To avoid the one night plus tax cancellation charges or cancellation fees, cancellation must be completed before 6pm, 5 days before arrival.
Refunds take 7-10 Business Days.
Requirements at Check-In
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One person in the room must be 21 years of age or older and present a major credit card upon check-in. At that time, the hotel puts a hold on the card for the entire balance due for the stay. The credit card can be switched prior to check out if the guest wants another card charged.
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As an exception, if there are 2 separate guaranteed connecting room reservations with only one 21+ year old, it is allowed as long as they are marked as the lead traveler on each booking. Proper connecting procedures are required: (Windsurfer only – Add on function/not permitted within 5 days of arrival).
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Universal Orlando Hotels will waive the 21 year old check-in age requirement for guests with an active military ID. Guests with active Military IDs who are at least 17 years of age will be able to check-in. The military member must be staying in the room and is only valid for one room.
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A valid government issued ID (Driver's License, Voter Registration Card, Passport, etc.) is required at check-in.
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If booking same day of arrival, guest MUST present credit card used to make deposit at check-in.
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Even though, the payment is processed on the day of check out. The guest must have the funds at the time of check-in.
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When paying with cash, debit card or check, the guest must pay the FULL amount at time of check-in for the hotel portion. The guest is informed that the remaining room & tax (minus initial deposit), any fixed charges (such as parking, pet fees, etc.) and an additional incidental amount of $200 for each night of their stay will be processed and deducted from their account balance immediately. If any portion is unused, it will be refunded upon check out using the same payment method originally presented.
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If the guest paid their deposit with a credit/debit card in advance, they have the option to get that portion refunded if paying the entire amount of the reservation in cash.
Charge back to room
To be able to charge back to the room (restaurants, Universal Orlando purchases, etc.) and for phone usage, the front desk will place a hold on the credit card per day determined by the hotel upon check in. A guest can choose not to charge back to their room/incidentals. However, a credit card must be placed on file as a security deposit.
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If a guest chooses to decline charging privileges to their room, all resorts (excluding Hard Rock Hotel®), hold between $.01 and $1 per day. If there is damage to the room then the card will be charged accordingly. The Hard Rock Hotel® authorizes $20 per day.
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The following hold amounts for the Resort Charging Privileges are negotiable directly with the front desk based on the individual guest's preference:
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Loews Portofino Bay Hotel, Hard Rock Hotel®, Loews Royal Pacific Resort: $200 per day
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Loews Sapphire Falls Resort: $100 per day
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Universal's Aventura Hotel, Universal's Cabana Bay Beach Resort, Universal's Endless Summer Resort - Surfside/Dockside Inn & Suites: $0.01
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The front desk staff will determine the amount to place on hold, if any, upon check-in.
Florida Residents
In order to receive the Florida Resident Rate, a valid Florida ID (Florida Driver's License or Florida Issued State ID) of a guest that is staying in the room must be presented at check-in. In instances where the FL Resident books 2 rooms at the discounted rate, another party member must be registered and staying at the 2nd room to receive the discounted rate. If valid Florida ID is not presented, the discounted rate will revert to the current hotel room rate for the reserved room type. While the lead traveler is the preferred person to present a FL Res ID, as long as someone registered with the party is providing it AT CHECK-IN they will receive the discount.
Other valid forms of ID
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Florida voter registration card with corresponding picture ID
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Guests who have homes in Florida, but IDs from other states may bring in the following:
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A government issued Driver’s License or Identification card from another state PLUS – one of the following with a Florida residential address:
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Deed, mortgage, or monthly mortgage statement. (Timeshare deeds are not accepted)
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Current homeowner’s insurance policy or bill; Current Utility bill (Power/Phone/Cable/Water). Cell phone bills are not an official form of valid ID.
Military
In order to receive the Military Rate, a valid Military ID must be presented at check-in. If valid Military ID is not presented, the discounted rate will revert to the current hotel room rate for the reserved room type.
Guests with active Military IDs who are at least 17 years of age will be able to check in and must stay in the room.
Annual Passholders
Passholders are required to present their activated Annual/Seasonal Pass before or during the check-out process.
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Passholders are not required to be 21+ years of age, as long as someone else in the party meets that criteria. Their only requirement to receive the discount is to present their valid Annual/Seasonal Pass.
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Safety Policy & Smoking Policy
| Safety Policy
Guests are not permitted to have any type of explosive, weapon, item that can be used as a weapon or has the appearance of a weapon, illegal items or substances within Universal Orlando Hotels. This includes guest rooms and public areas within all resort hotels.
Smoking Policy
All Universal Orlando Resort Hotels are smoke-free.
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Our non-smoking policy will apply to all areas of the hotel with the exception of designated outdoor areas.
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Cleaning fee for smoking in guest rooms is $250 for all Universal Orlando Resort Hotels.
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All guest questions about reservations or the policy should be directed to the specific hotel.
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Pool Policies (Cross-Amenity & Cold Weather)
| Pool Cross-Amenity Policy
Guests staying at select Universal Orlando Resort hotels can access the pools or use poolside amenities at some nearby resort hotels. Some restrictions apply to the use of pools at a hotel other than the Guest's base hotel.
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The pool at Universal Helios Grand Hotel, a Loews Hotel is reserved exclusively for guests staying at Universal Helios Grand Hotel. Universal Helios Grand Guests are not permitted to use other hotel pools.
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The pools at the Universal Endless Summer Resort are reserved exclusively for guests staying at Dockside Inn and Suites or Surfside Inn and Suites. Guests staying at Endless Summer Resort are not permitted to use other hotel pools.
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The pools at Universal Stella Nova Resort and Universal Terra Luna Resort are reserved exclusively for guests staying at Stella Nova Resort or Terra Luna Resort. Guests staying at Stella Nova and Terra Luna Resorts are not permitted to use other hotel pools.
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Guests staying at Loews Portofino Bay Hotel, Hard Rock Hotel®, Loews Royal Pacific Resort, Loews Sapphire Falls Resort, Universal Cabana Bay Beach Resort and Universal Aventura Hotel may pool hop to the pools within this group.
They may not use the pools at Universal Helios Grand Hotel, Universal Stella Nova Resort, Universal Terra Luna Resort or Universal Endless Summer Resort.
Cold Weather Closures
The pools at the Universal Orlando Resort Hotels are heated, but they will close if the max temperatures are forecasted to reach the following Temperatures:
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When the maximum high temperature is forecasted to be 60 degrees or below for the day, the pools will not open.
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Additional Policies & Concerns
| Deliveries
Hotels do not accept grocery deliveries. The guest must be present to accept the delivery from the courier.
Guests can have packages shipped from and received to their Universal Orlando Resort Hotel. The Business Center charges a fee for receiving, handling and/or storing guest package(s). Handling and storage charges are per 7 days. The charge can be billed to their room, paid in cash or with a credit card. See additional details for each hotel:
Security & Non-Permitted Items
For Guest safety and enjoyment of Universal Orlando Hotels, please note the following:
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Guests are not permitted to have any type of explosive, weapon, or item that can be used as a weapon or has the appearance of a weapon, illegal items, or substances within Universal Orlando Hotels. This includes guest rooms and public areas within all resort hotels.
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Guests cannot bring their own appliances due to fire safety concerns. Guests have access to microwaves in specific room-types at all of the hotels, and additional appliances such as toasters, depending on the resort.
Pre-Arrival Refrigerated Storage
Guests can store refrigerated items (Medical Items, food, etc.) before having access to their rooms.
Available - after signing a property liability waiver at: Loews Portofino Bay Hotel, Loews Sapphire Falls Resort, Universal’s Cabana Bay Beach Resort and Universal’s Aventura Hotel.
Available. Medical Items Only - after signing a property liability waiver at: Hard Rock Hotel®, Loews Royal Pacific Resort, Universal’s Endless Summer Resort – Surfside Inn and Suites and Dockside Inn & Suites.
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PROGRAMS
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Loews Loves Pets & Unleashed
| Leavings pets alone in the hotel room
"We strongly recommend that pets are supervised at all times, however, the pet owner is not required to get a pet sitter and the pet can be left alone in the room but you could potentially be charged the $10 per hour time-out fee if there is a noise complaint and/or the animal has to be removed due to not being able to reach the pet's owner."
Loews Loves Pets
Guests can skip the cat-sitter or dog kennel and bring their pets along for the ride. We love four-legged family members and treat them like one of our own.
Right at check-in, pets receive treats, bowls, and place mats. If the guest is traveling light, the hotel can provide pet beds, litter boxes, scratching posts, pet toys and more.
For the comfort and safety of all guests and pets, we kindly request that all pet owners act responsibly with their pets.
Unleashed™ Pet Program
UNLEASHED is the Pets program at the Hard Rock Hotel®, designed to provide the rock n’ roll lifestyle to pets. The program mimics that of Loews Loves Pets (pet fee, waiver, requirements, etc.), except for the branding of amenities and collateral, which are now part of the UNLEASHED style.
$5 will be donated to Pet Alliance for every paid pet fee.
ALL pet policies and procedures apply to emotional support animals. Unlike Service Animals, emotional support animals are NOT covered under the Americans with Disabilities Act.
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Pet Fee
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$100 per stay
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Same price regardless of the guest's length of stay.
Fee covers up to 2 pets.
Fee is subject to change without notice.
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Tax is 12.5% added to the pet fee
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Guests arriving within 24 hours:
The Reservations Guest Support Services Team will need to confirm if the room is available for guests arriving within 24 hours.
Pet Sitting Services:
Pet sitting services can be arranged for guests through the hotel’s concierge. Since these services are not provided by Loews Hotels, we cannot be held responsible for any pet service engaged by guests.
Requirements
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Pet(s) should have all recommended vaccinations (required by the state of Florida) currently up-to-date, and guest agrees to obtain and provide current records from a licensed veterinarian regarding their pet(s) should Loews Hotels request this information at any time.
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Guests must also confirm that their pet(s) does not have any communicable illnesses or diseases. Guests also agree that at all times while on the property they will ensure their pet complies with all relevant laws and regulations of the jurisdiction the property is located in, including any laws or regulations.
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Upon check-in, every dog or cat receives welcome gifts including a name tag, bowl, and special treats. A “pet in room” sign lets our housekeeping staff know that a pet is in residence. At mealtime, Guests can also order food for their pet from the gourmet room service pet menu developed by in-house chefs in conjunction with a licensed veterinarian.
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Guests with pets must be booked into a pet friendly room category (upon arrival if guest is reserved in a non-pet room they will be re-assigned to one). Pet friendly rooms include:
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Loews Portofino Bay Hotel: Garden View & Bay View rooms only.
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Hard Rock Hotel®: Garden View rooms only.
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Loews Royal Pacific Resort: Standard rooms only.
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Loews Sapphire Falls Resort: Standard rooms only.
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Lagoon View Rooms, one Kids Suite and one Sapphire Suite are available as pet friendly options through the Guest Contact Center (GCC). The Guest Support Services team at the GCC will need to confirm availability for the Kids Suite or Sapphire Suite before booking.
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Universal's Cabana Bay Beach Resort, Universal's Aventura Hotel, Universal's Endless Summer Resort - Surfside/Dockside Inn & Suites: Allow service animals only. Pets and emotional support animals are not allowed.
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Club rooms do not participate in the program.
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Pets should be leashed or restrained at all times in public spaces in the hotel or on the property.
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Dogs may be walked in designated areas only.
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Pets should always be supervised while in the hotel common areas and we strongly recommended for them to be supervised at all times while in the hotel room.
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Guests are responsible for pet waste clean-up inside the hotel and throughout the property grounds. Guests are responsible for all personal injuries and/or property damage related to their pet(s).
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If the dog’s behavior results in complaints by other guests, the owner may be asked to board the dog in an outside shelter.
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A $10 per hour “time out” fee is assessed by Loews Hotels if a pet must be removed from a guestroom for noise complaint if the owner has not been reached or available to address the situation.
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Guests should display the special Loews Loves Pets “Do Not Disturb” sign to alert housekeeping that a pet is in residence.
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Guest agrees to indemnify and hold harmless Loews Hotels, the hotel, its operators and owners and their respective affiliates from all liability and/or damage suffered because of their pet(s). Loews Hotels reserves the right to remove guests whose pets are deemed noisy or disruptive.
Restrictions
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Loews Hotels allows a maximum of 2 pets per room. The pet fee listed above is for both pets.
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Pets of any shape or size can go into pet friendly rooms only and require a cleaning fee. “Dangerous” pets such as alligators, venomous snakes, lions, tigers, etc. are not accepted in any of the hotels.
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Pets are not allowed in food & beverage, pool or fitness center areas, shuttle, and Water Taxis.
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We offer a variety of unique programs and services, including special menus, supervised recreational programs, and much more.
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Children’s menus with healthy options.
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Cribs and roll-away beds available for in-room use.
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List of Universal Orlando Resort attractions and activities recommended for children, as well as nearby pharmacies and pediatricians.
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For All Ages
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Golf Universal Orlando is a program exclusive to the Universal Orlando Resort hotels, connecting our guests with the services of Golf Advisor, which offers information on the area’s golf courses, the ability to book reservations for tee times and the coordination of group event options, all through a phone concierge system.
Info & Reservations:
833-GOLF-UNI (465-3864)
Available Courses:
Available Services:
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Information and reviews on area golf courses
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Customized group golf event coordination
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Including reservation of tee time, food and beverage arrangements, awards and transportation.
Coordinator Schedule & Responsibilities
The concierge desk at Premier and Preferred hotels and the Universal Vacation Planning Center at Prime Value and Value hotels will direct leisure golf requests to Golf Advisor. All group golf requests will be managed by the group sales representative.
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“Chat Your Service” is a communication tool that guests can use at all Universal Orlando Hotels. It allows guests to send text messages with any questions they have, such as inquiries about park hours, requests, or issues, and receive quick responses from the Rooms Control teams who are located behind the front desk. When guests check-in, they are offered the option to communicate with the resort via text. If they opt-in, they will receive a welcome text within 20 minutes. Guests can then use this service to communicate their needs or ask questions, which will be handled by the Rooms Control teams via text.
Participant hotels
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