Park Services & Facilities

SERVICES

Lost & Found

Guests that have lost an item can be directed to the closest Lost & Found or Guest Services location.

Chargerback Process

Universal Orlando Resort facilitates all lost and found transactions via Chargerback Lost and Found Solutions. Chargerback allows Universal Orlando Resort to easily catalog, search, and ship items direct to Guests from one central platform.

Chargerback also empowers the Guest to file a lost item report and get updates on their report from any device in real time. This drastically improves the Guest and Team Member experiences by reducing lines at Guest Services as well as reducing incoming call volume to the Guest Services Communication Team, making our teams more available to better serve our Guests.

Turning Items In

Chargerback has created a database for Universal Orlando Resort within the Chargerback platform. When items are turned into Lost and Found, items will then be cataloged into the Chargerback system. The system will then provide a tracking tag that can be attached to the item so it can be stored until claimed. Cataloged items will then be automatically cross-matched with lost item reports in the system. Universal Orlando Resort Guests will no longer have to call or visit Guest Services to report a lost item or check on a Lost and Found claim.

Guest Process

Guests will go to the Chargerback system via the contact us page > on the Universal Orlando website. There the guest will be able to enter their information and create a lost item report. The Chargerback system will then search within the Univresal Orlando/Chargerback database for possible matches. When the Chargerback system identifies potential matches the Lost and Found team will be notified. The Lost and Found team will then verify and confirm that match, once the match is confirmed the Guest will receive an email where they will be given the option to pay to have their item shipped or held for pickup. The TM has the ability through the Chargerback platform to request more information from the Guest.

Item is found and entered into the system
Customer is contacted or self-reports a lost item
Item is matched and customer is notified
Customer agrees to pay the nominal fee via credit card
Shipping label is printed
Confirmation is sent to the customer with a tracking number

Reporting Lost Item

The Guest can visit any Guest Services or Lost and Found location where the Team Member can send them a link to file a claim via email.

The Team Member can also give guest pre-printed directions on how to file a claim by visiting universalorlando.com and using the Lost and Found link in the Contact Us Section to file a claim.

Filing A Claim

After filing a lost item report the Guest will receive an email confirmation with a unique report number. That email will contain links that the Guest can then use to check on claim status.

Matching A Guest's Claim

When an item is matched to a claim the Guest will be notified via email. The Guest then has the option to have the item held for pick-up or have the item shipped to their location.

Sample Guest Claim Email

Sample Claim Match Email

Shipping Fees

Shipping rates will be determined by the size of the item being shipped and the shipping method selected. Universal Orlando Resort does not pay to ship lost items to Guests.

Updating A Claim

The email that the Guest receives will have a link for self-service options where they can use their claim number to get updates in real time. Guests will receive automated updates regarding the claims status on the 3rd, 7th, and 10th day. If the item is not found, on the 14th day the Guest will be notified that we were unable to find their item.

Kennel Boarding

Kennel services are not available at Universal Orlando Resort. If guests are still interested in kennel services, there are two nearby, offsite locations that they can contact for availability: VIPet Resort and Universal Dog Care Orlando. These facilities are not affiliated with nor endorsed by Universal Orlando Resort.

Luggage Storage & Postal Services

Luggage Storage

The “Gratuitous Bailment” service is offered at the parks for guests with oversized bags/luggage. While we do not want to encourage guests to bring in more items than they need to our parks, we understand that there are extenuating circumstances.

Talking Point – Oversized item storage

“Universal Orlando Resort offers a gratuitous bailment service, which allows our Guests to store oversized items at our Lost & Found Department for the day at no charge. Guests who wish to take advantage of this service must present valid, government-issued photo identification and sign a release form. All bags are subject to search prior to entering our parks.”

“We recommend that guests bring only basic essentials to the parks and leave valuable items at home or in their hotel safe.”

Postal Services

Guests may purchase U.S. postage stamps from a stamp machine and deposit mail for the U.S. Postal Service in the locker area near the exit restrooms at Universal Studios Florida. At Islands of Adventure a stamp machine can be found in the Island's of Adventure Trading Company gift shop.

Merchandise Delivery & Pickup

Guests have the option to do “Park-to-Home Shipping” in any Universal-owned and operated merchandise venue on any non-perishable goods.

Process

The ringing Sales Associate will collect the guest’s information and provide the guest with their receipt that will have our contact information in the event they have concerns with their shipment.

Restrictions

At this time, we cannot ship candy or food items available for sale in merchandise venues.

Certain perishable sold in Honeydukes™ and Weasley's Wizard Wheezes, such as Chocolate Frogs, are eligible for package pick-up and ship-to home.

Park-to-Home Shipping

The Merchandise Services team receives these packages and processes them so they arrive very shortly after the guest arrives home.
The guest will receive tracking information directly from FedEx when their package has been tendered by FedEx from our offices.
The cost varies depending on retail and the associate will provide them this information.
We do ship internationally, however, there are some countries we cannot ship to due to FedEx restrictions.

Delivery & Pickup at Universal Orlando Resort Hotels

Guests are able to receive complimentary delivery of merchandise purchased throughout the resort sent to their Universal Orlando Resort Hotel.

For Package Delivery:

The guest simply shows their room key at the merchandise location and provides their name and number. The guest MUST be staying the following night.

Loews Portofino Bay Hotel, Hard Rock Hotel®, Loews Royal Pacific Resort, Loews Sapphire Falls Resort: Packages will be delivered to guests’ rooms starting around 9am by the Star Services team.

Universal's Cabana Bay Beach Resort, Universal's Aventura Hotel, Universal's Endless Summer Resort - Surfside & Dockside Inn & Suites: Guests can pick up their packages at Luggage Services starting at 9am.

In-Park Pickup

With package pick-up, guest's purchases are kept near the exit of the park so they can easily pick them up on their way out.
This is a free service that guests can use by letting the cashier know during the time of purchase.
Guests can use that benefit after purchasing by dropping off their items at another eligible store.

Pickup Locations

The packages will be available for pick-up within 3 hours from the time of purchase/drop-off at the following locations:

Volcano Bay: Waturi Marketplace

For purchases in Universal Volcano Bay

Eligible Stores

Universal Studios Florida Ollivanders™ Weasleys' Wizard Wheezes Borgin and Burkes™ Madam Malkin’s Robes for All Occasions Magical Menagerie Wiseacre’s Wizarding Equipment Quality Quidditch™ Supplies Wands by Gregorovitch Scribbulus Five and Dime Silver Screen Collectibles Brown Derby Hat Shop Universal Studios Store Supply Vault Super Silly Stuff It's A Wrap Studio Sweets On Location MIB Gear Sahara Traders SpongeBob StorePants E.T.'s Toy Closet & Photo Spot Kwik-E-Mart Simpson's™ Games San Francisco Candy	Universal Islands of Adventure Dervish and Banges™ Filch's Emporium™ of Confiscated Goods Ollivanders™ Honeydukes™ Islands Trading Company Ocean Trader Market DeFoto’s Expedition Photography Port of Entry Christmas Shoppe Port Provisions Gasoline Alley Toon Extra Dinostore Jurassic Outiftters Treasures of Poseidon The Pearl Factory Historic Families Spider-Man Shop Marvel Alterniverse Store® Comic Book Shop Marvel® Boutique Cats, Hats, & Things™ All the Books You Can Read™ Mulberry Street™ Store Shop of Wonders Jurassic Park Games Toon Lagoon Games

Universal Volcano Bay Krakatoa Katy's Waturi Marketplace

Wheelchair, Stroller, ECV Rentals

Wheelchair Rentals

Prices

Wheelchair

$15 Per day

+ $50 deposit & signed rental contract

ECV Upgrade

Regular ECV Upgrade $60

Canopy ECV Upgrade $80

All prices are per day.
Price reflected is in addition to the 'Per day' wheelchair pricing, as it is an upgrade from a manual wheelchair.

Location

Manual wheelchairs are available at the Rotunda area of the parking structure and towards the left-hand side upon entrance to Universal Studios Florida & Islands of Adventure.

Restrictions

The maximum weight capacity for the wheelchairs is 250lbs.

Universal Volcano Bay Wheelchairs and ECV Policies

Stroller Rentals

Prices

Stroller $40

All prices are per day and include tax.

Location

Strollers are available towards the left-hand side upon entrance to Universal Studios Florida & Islands of Adventure.

Restrictions

Single Strollers are no longer available.

ECV (Electronic Convenience Vehicles) Rentals

Prices

Regular ECV $75

Canopy ECV $95

No deposit required

All prices are per day.

Limited Inventory

Due to limited numbers, please note that ECV Rentals are on a first-come, first-served basis and must be operated by a single person 18 years of age or older.
The ECV Reservations Process has been discontinued.

Location

ECVs are available towards the left-hand side upon entrance to Universal Studios Florida & Islands of Adventure.

Restrictions

The maximum weight limit of both regular and canopy ECVs is 400lbs.
ECVs that are rented in the parks can be used throughout CityWalk up until 1 hour before the latest park closing. After that, we stop guests with ECVs at the park exit.

ECV Features

Brake Lever: When the lever is pushed down, the electronic brake is engaged and requires the ECV to be turned back ON in order to move.

ECV Start-up: The ECV will not turn ON unless the guest is sitting directly on the ECV.

Battery Level Indicator: Provides different lights to indicate when the battery needs to be changed.

Informational Tags: Key tags will have QR code which will provide resort information and Rentals contact number to our guests. Guest's can call Rentals directly at 407-224-1234.

Returns

Wheelchairs, ECVs and strollers can be returned to the Rentals Department in either Universal Studios Florida or Islands of Adventure regardless of the location they were rented from.

Wheelchairs (but not strollers or ECV’s) can also be returned to the Rentals location in CityWalk.

Cash Deposits can no longer be made. Guests are free to utilize their own stroller, ECV's and Wheelchairs.

FACILITIES

RESORT WIDE

Smoking Areas

In accordance with Florida Amendment 6, all restaurants and bars that serve food are smoke-free areas. Smoking is permitted only in designated areas.

Each Universal Orlando Resort theme park has one designated smoking area – Universal Studios Florida’s area is located in Gramercy Park, Universal Islands of Adventure’s area is located in the Port of Entry lower landing, and Universal Volcano Bay’s area is located in Wave Village (East). There are also smoking areas located in Universal CityWalk at the following locations: near each theme park’s exit, at the lower lagoon landing in front of Hard Rock Cafe® Orlando, to the left of Red Coconut Club and outside of Universal Cinemark and Hollywood Drive-In Golf™.

All other areas outside of the designated smoking locations are smoke-free. Please note that e-cigarettes and vaporizers are treated the same as tobacco and only permitted in designated smoking areas. Additionally, marijuana is prohibited at Universal Orlando Resort.

Universal Studios Florida Gramercy Park (New York) During HHN, the Smoking Location will be located in Battery Park.	Universal CityWalk Cinemark/Hollywood Drive In Golf (just outside of both of these locations) At the lower lagoon landing (in front of Hard Rock Cafe® Orlando) Red Coconut Club (outside to the left of the door) Near each theme park's exit
Universal Islands of Adventure Port of Entry waterfront south corner (nearest to Incredible Hulk Coaster)
Universal Volcano Bay Wave Village (East)

Please note that there are no smoking locations in Hogsmeade™ or Diagon Alley™

Restrooms, Nursing Facilities, Quite Rooms & Body Dryers

Restrooms

Restroom facilities are located throughout both of the theme parks and the CityWalk entertainment complex. All restrooms have wheelchair-accessible facilities and offer diaper-changing areas in both the men's and women's restrooms in the theme parks.

Each restroom has an accessible stall and most have a capacity to service a guest and a companion.

Universal Studios Florida (USF)

Front Gate:

Located to the right of the Will Call Kiosks

New York:

Located on the street in front of Häagen-Dazs®

Woody Woodpecker’s KidZone:

Located in between E.T. Adventure and Meet Spongebob Squarepants & Friends

Springfield:

Located in the entrance of the land by Hollywood and the Kidzone, in front of Bumblebee Man’s Taco Truck

World Expo:

Located to the right of the MIB Gear Shop
Located in the cabin structure next to the start of the WWoHP – Diagon Alley™ land, outside of the bridge in World Expo

Universal's Islands of Adventure (IOA)

Front Gate:

Located by the Theme Park’s exit
Located next to the Will Call Kiosk

Seuss Landing™:

Located to the right of Circus McGurkus Café Stoo-pendous™
Located in the corridor to the right of Moose Juice, Goose Juice

Toon Lagoon:

Located to the right of Blondie’s entrance
Located to the left of Wimpy’s entrance
Located to the left of Comic Strip Cafe’s entrance

WWoHP – Hogsmeade™:

Located to the right of Hog’s Head™

Port of Entry:

Located next to the Backwater Bar

The Lost Continent:

Located to the right of the Mystic Fountain

Jurassic Park:

Located on the walkway to the right of Pizza Predattoria
Located by the Jurassic Park River Adventure Gift Shop

Marvel Super Hero Island®:

Located by the entrance of the land that connects with Toon Lagoon
Located in the walkway between Cafe 4™ and Storm Force Accelatron®

Nursing Facilities

Nursing facilities are available for guests, equipped with a chair for nursing mothers and a microwave for warming bottles. Diaper-changing facilities are provided in all restrooms.

Universal Studios Florida Front Gate to the right of Lost & Found Health Services located across from Fast & Furious entrance		Volcano Bay Inside Health Services
Islands of Adventure Front Gate, Port of Entry, inside Health Services. Health Services is located inside Guest Services Health Services in Lost Continent		CityWalk Health Services: Located down the hall past the restrooms located between Cold Stone Creamery and Guest Services

Companion Restrooms

Universal Studios Florida

Production Central:

Located to the right of the TODAY Cafe Entrance
Located on the Street between Transformers The Ride 3-D and Mel’s Drive-In

WWoHP – Diagon Alley™:

Located at the back of Diagon Alley™, in front of the Fountain of Fair Fortune

New York:

Located on the street between Music Plaza and Race Through New York Staring Jimmy Fallon

San Francisco:

Located in front of Richter’s Burger Co.

Islands of Adventure

Port of Entry:

Located to the left of the Guest Services Window

The Lost Continent:

Located to the right of Doc Sugrue’s Kebab House

Volcano Bay

Near Honu Ika Moana Entrance
Underneath Ohyah/Ohno
Under Krakatau Aqua Coaster

CityWalk

Located between Cold Stone Creamery & Guest Services

Universal Studios Florida Quiet Room

With the diverse Guest experiences provided at Universal Orlando, we understand that some may overstimulate the senses. To help our Guests with a cognitive disability, we have created a Quiet Room at Universal Studios Florida. This room provides a safe, quiet, low-stimulation space that allows Guests to take a break from the noise and crowds of our theme park. The room is equipped with rubber floor tiles, an activity wall panel, dimming lights and two hiding tunnels.

Additional Information

Body Dryers

Large body dryers can be located outside several of the water attractions at Islands of Adventure. These dryers heat with infra-red lamps and blow air out from heated fans in each corner and are suitable for up to 5 people at a time to use.

Price

$7 per Drying Cycle

Locations

Islands of Adventure, outside each of the following attractions:

Dudley Do-Right’s Ripsaw Falls
Jurassic Park River Adventure
Popeye & Bluto’s Bilge-Rat Barges

First Aid, Guest Services, ATM's & Telephones

First Aid

Universal Studios Florida (USF)

A First Aid Station is located at Family Services, located near the Studio Audience Center at the front of the park. The main Health Services station is located on Canal Street between the New York Street Set and the San Francisco Street Set, right across from Fast & Furious - Supercharged.

Universal Islands of Adventure (IOA)

First Aid is located inside the Guest Services Lobby, just to the right of the main entrance turnstiles. The main Health Services station is in Sindbad's Village within The Lost Continent. Look for the Red Cross across from Oasis Coolers.

	Both USF and IOA are able to accommodate medications that require refrigeration.

Universal Volcano Bay

At Universal Volcano Bay, the First Aid Station is located next to the park’s entrance and is staffed with registered nurses and professional paramedics. If you have any questions or need special assistance, ask any Team Member.

Guest Services Locations

Guest Services Windows are located at each of the park entrances as well as in a variety of locations in both IOA and USF ready to assist with any in-park Guest concerns.

Universal Studios Florida

The Wizarding World of Harry Potter™ – Diagon Alley™ - (Left of King's Cross Station)
World Expo - (Left of MEN IN BLACK™ Alien Attack™)

	Hours Window Hours: Guest Service Windows are available from 30 minutes prior to the parks' opening to 30 minutes before the park closes. Phone Line Hours: The dedicated Guest Services phone lines are available from 8:30am through Park Close.

Universal Islands of Adventure

Jurassic Park - (Next to Velocicoaster, left of Dino Shop)
Marvel Super Hero Island® - (Left of Captain America Diner®)
The Wizarding World of Harry Potter™ – Hogsmeade™ - (Near entrance before entering from Lost Continent)

Park Hours Calendar >

ATM Locations

Unviversal Studios Florida

Front Gate:

Located by the Pass Sales Window, next to Guest Services

Production Central:

Located to the right of the TODAY Cafe Entrance

Springfield:

Located to the right of The Simpson’s Ride entrance, by the Kwik-E-Mart building

World Expo:

Located in the cabin structure next to the start of the WWoHP – Diagon Alley™ land, outside of the bridge in World Expo

WWoHP – Diagon Alley™:

Located to the right of the Hogwarts™ Express – King’s Cross Station entrance

New York:

Located across the street in front of Auntie Anne’s Pretzels

Islands of Adventure

Front Gate:

Located to the right of Guest Services

WWoHP – Hogsmeade™:

Located by the Hog’s Head™ entrance

Jurassic Park:

Located by Jurassic Park River Adventure gift shop, next to the restrooms

Marvel Super Hero Island®:

Located next to the right of Auntie Anne’s Pretzels

Universal Volcano Bay

Near ticket booths in Volcano Bay self-parking area
Near Front Gate

Telephones

At Universal CityWalk, guests can find telephones next to the Guest Services window and near the main public restrooms.

For guests who are deaf or hard of hearing: Telecommunication Devices for the Deaf (TDDs) are located at the Guest Services Office and Health Services. Pay telephones with amplification devices are located throughout each of the parks and Universal CityWalk.

Child Swap / Family Rooms

These areas are available at each attraction within Universal Studios Florida, Islands of Adventure , and Epic Universe that has a height restriction, which allows one member of a party to wait in a designated area along with any in their party who are unable or unwilling to participate. Once the rest of their group is off the ride, just trade places and take their seat on the ride while those who rode previously stay with the non-riders. For further information or instructions, please ask a ride attendant upon arrival to any attraction.

Child Swap / Family Room areas can be used for any non-riders; therefore, they are not limited to children.



Selling Tip

This feature is unique to Universal Orlando Theme Parks and should be shared whenever possible to introduce Universal Orlando Theme Parks to potential customers traveling to Orlando. Most customers are not aware Universal has these rooms discreetly built into the landscape of the ride, and the benefit of this feature influences a customer purchasing behavior to include Universal within their travel plans.

In addition to being a waiting room for adults wanting to sit-out a ride, parties with a small child may take advantage of our Child swap program. This allows one member of a party to wait with the child while the rest of the party rides. They then change places so all may enjoy the ride.

Child Swap / Family Rooms are available at all rides that have a minimum height requirement.
While there is not a limit that is in writing, Team members try for it to be that no more than 6 members of the party would be offered the chance to re-ride.

How it Works

For parties with small children, one member of a party can wait with the child while the rest of the party rides, then the adults change places so all may enjoy the ride.

The second adult and party are not required to re-enter the beginning of the queue line. Most Child Swap / Family Rooms are indoors, air-conditioned, with seating and some offer video entertainment.

The service is complimentary and allows all guests to enjoy as much time with family and friends while they experience the storytelling that occurs while walking through the queue lines of the attractions. Guests are unable to bypass the queue line and go directly to the Family Room / Child Swap Room.

When the guest reaches the ride, they can choose to sit-out the ride and wait for their group to complete the ride.

Men In Black - Family Room / Child Swap Room

Race Through New York - Family Room / Child Swap

External Child Swap Pass

If you are wishing to use the benefit of Child swap, but do not find waiting in the queue line for the Child Swap room due to circumstances, the guest can as for an External Child Swap Pass which will allow the one adult to wait outside with the child, while the other parent goes through the queue lines with the other children. Upon completion of the ride, the second parent uses the External Child Swap Pass to re-enter (avoiding the queue line) the ride to enjoy with the riding children. The pass is secured from a Universal Team Member at the front entrance of each ride where the pass is needed.

FuelRod Kiosks

Go Puck rentals have been replaced by the FuelRod Chargers.

The FuelRod Charger self-service kiosk allows guests to purchase FuelRod portable chargers, capable of delivering up to 8 hours of additional talk time, or nearly 4 additional hours of usage on their tablets. FuelRod can charge any phone or device with a micro-USB, USB-C, Apple Lightning Port or the guest's own USB charging cable. They can also be recharged or swapped at any FuelRod location for a new one.

FuelRod Customer Service: 1-844-FUELROD

Price

FuelRod

$30 Per unit

$3 charger-swap fee

	Inclusions 1 Ready-To-Use FuelRod battery unit (airplane safe) Cable and connectors for USB Type-A, USB-C, Apple Lightning, and Micro-USB

Guest Process

1) Click "Buy"

Choose quantity 1, 2, or 3

2) Click "Next"

Prepare payment method: credit or debit card

3) Swipe card

Swipe from top of card reader to bottom in one swipe.

4) Open kit and use charger

After purchase, guests own the portable charging battery and connection cables.

5) Use battery until it's empty

6) Return to kiosk and click "Swap".

Insert the empty FuelRod with barcode to the right and collect fresh FuelRod in lower tray

Rental & Return Locations

Universal Studios Florida

Today Café by the restrooms
Men in Black™ Alien Attack™ ride exit
Custom Gear
Palace Arcade, directly outside by the ATM

Universal Islands of Adventure

Marvel Alterniverse Store®
Marvel® restrooms, right outside the Comic Book Store
Jurassic Park by the restrooms by Jurassic Outfitters
Mulberry Street™ Store

Universal CityWalk

Hallway near Guest Services
Restrooms around the corner from Voodoo Doughnut
Ride-share in the parking garage.

Volcano Bay

Waturi Marketplace

Universal Orlando Resort Hotels

Inside Loews Sapphire Falls Resort's Universal Orlando retail store

Guest Questions

Kiosk Usage:

The kiosk is self-service, and accepts most common credit and debit cards. It currently does not accept mobile payments like Apple Pay or Android Pay.

Swapping:

Guests can swap a depleted charger at any of our on property kiosks for $3.
Guests can also swap at FuelRod kiosks outside of Universal including many hotels and airports (different swap fees may apply).
Damaged or Non-Functioning Chargers can be swapped for $0 by first calling 1-844-FUELROD while at the kiosk.

Kiosk Issues:

If a kiosk is out of FuelRod kits, the “BUY” button is removed and “SWAP” is the only option (and vice versa).
If a kiosk is experiencing a known issue, the iPad display will show the unit “out of service”.
If you or your team suspects a unit is not working, please call the FuelRod Customer Service number and they can check it remotely.
Guests can call 1-844-FUELROD from the kiosk, or visit any merchandise location for assistance in calling FuelRod. Their customer service team can determine if payment went through, what time a unit was originally rented, etc.

Service Animal Relief Area

Universal Orlando Resort™ has added more Service Animal Relief stations inside the parks to offer more options to our Guests traveling with their Service Animal(s), ensuring none of our Guests are traveling in back of house areas for this accommodation. The current back of house locations will remain to support our Universal Orlando Team Members with Service Animals.

Universal Studios Florida

New York: around the corner from the Firehouse building

Woody Woodpecker's KidZone: to the right of the KidZone Pizza Company™

World Expo: to the right of the indoor Coca-Cola Refreshment Station

Universal Islands of Adventure

Marvel Super Hero Island®: to the right of the Storm Force Accelatron® attraction

Seuss Landing™: between One Fish, Two Fish, Red Fish, Blue Fish™ and The Cat in the Hat™

Lost Continent: to the right of the Sinbad Courtyard

Universal Volcano Bay

Rainforest Village: next to Maku Puihi Round Raft Rides

River Village: near Hoku Ika Moana

Universal CityWalk

IOA Lighthouse: to the left of the IOA Lighthouse by Gate 10

CityWalk Bus Loop: at the CityWalk bus loop

Blue Man Group: to the right of the old Blue Man Group marquee sign

All Service Animal Policies

Universal Orlando Resort Hotels

Animal Service Relief are available at the Pet Friendly UOR Hotels. The locations can be found in the property maps below:

LOCATION-SPECIFIC

Universal Studios (USF) & Islands of Adventure (IOA) Lockers

Lockers

(Universal Studios Florida & Universal Islands of Adventure)

All Day Lockers

All-day lockers are available inside the Main Entrance of each of our theme parks, as well as near The Incredible Hulk Coaster, with family size lockers available at Universal Studios Florida. Guests have unlimited access to these lockers during the course of the day.

Prices

IOA & USF Front Gates

Large Locker

(12" x 13" x 16.9") $12

Jumbo Locker

(12" x 16.5" x 16.9") $15

Prices are valid for the entire day.

Lockers for Attractions with Loose Article Policy

Prices - Attractions with Loose Article Policy

Standard Locker

(14" x 5.5" x 16.9") Free*

Large Locker

(12" x 13" x 16.9") $3*

Prices are only valid while guest is riding the attraction.

Attractions

The Incredible Hulk Coaster®
Hollywood Rip Ride Rockit
Harry Potter and the Escape from Gringotts™
Men in Black™ Alien Attack™
Revenge of the Mummy
Jurassic World VelociCoaster
Harry Potter and the Forbidden Journey™
Hagrid's Magical Creatures Motorbike Adventure™

*Locker price only applicable while the guest is riding the attraction with the length of time determined by the posted wait time. If identified length of time is extended, an additional $3 every 30 minutes (up to a maximum of $25) will be charged.

Lockers for Attractions without Loose Article Policy

Prices

Attractions without Loose Article Policy

Standard Locker

(14" x 5.5" x 16.9") $5*

Large Locker

(12" x 13" x 16.9") $6*

Prices are only valid for the first 90 minutes it’s in use.

Attractions

Jurassic Park River Adventure
Popeye & Bluto's Bilge-Rat Barges®
Dudley Do-Right's Ripsaw Falls®

* *Locker price only applicable for 90 minutes. If the allotted length of time is extended, an additional $3 every 30 minutes (up to a maximum of $25) will be charged.

Refunds

For Locker Refund Requests: https://smartecarte.com/contact-us/customer-refunds//



Locker Procedures, Features and Troubleshooting

Locker Features

The lockers use “Locker Link” technology, the newest system from SmarteCarte. The lockers provide a more seamless experience for Guests and Team Members through the following enhanced features:

Elimination of Biometric Access: Guests use the barcode on their admission ticket to reserve and re-open their locker.

Seamless Transaction: Minimal screen interactions reduce transaction time allowing the Guests walk up to the locker access point, scan their admission ticket and stow their items.

Improved Locker Locations: Locker bank locations have an enhanced layout or fully relocated to support guest traffic. Each locker location have both large-sized lockers (for items such as backpacks) and small-sized lockers (for items such as cell phones, keys, etc.)

Reduction of Theft: The lockers have article-detecting sensors that do not allow a locker to be re-rented if it senses an item is inside.

Team Member Tools: Locker Reporting Tools provide live status updates on availability at each location.

Guest Process

Locker Rental

Guest approaches the locker kiosk.
Guest then scans admission ticket and enters form of payment (if applicable). Complimentary lockers are provided to our guests at attractions that have a loose article policy.
Locker door then pops open so Guest can visually see where their locker is located.
Guest inserts their belongings and closes the locker door.

Locker Retrieval

Guest approaches locker kiosk.
Guest scans the barcode on the admission ticket they used for the initial rental.
If payment is required, the Guest will have an option to pay via credit card at the locker station or can pay in cash at the rental kiosks located within the locker location.
Locker door pops open so Guest can visually see where their locker is located.
Guest retrieves belongings and closes the locker door.
Locker is now available for another guest to rent.

Troubleshooting

Guest loses their admission ticket with their barcode

If a Guest loses their admission ticket after renting their locker, they will need to speak with a locker attendant at the location to retrieve their belongings. After item retrieval we recommend they visit a near-by Guest Service location to re-print their admission ticket.

Can a guest request a locker using the digital ticket on the Official Universal Orlando App?

No, if a Guest only has their admission ticket on the app they will need to speak with a locker attendant at the location to receive a pre-printed locker ticket. This ticket can be kept and used throughout the rest of the day for all other locker locations.

If a guest forgot something in their locker

The new locker system has article detecting sensors that recognize if there is an item still inside the locker and will not allow it to be rented again until it is removed. Guests who realize they left an item inside can speak to a locker attendant for assistance. At park close, all remaining items found in lockers will be brought to the park’s lost and found location.

If guest doesn't have an admission ticket

Guests without an admission ticket will be issued a locker ticket by the attendant that has a unique barcode that will allow them to use the locker system.

Volcano Bay Lockers & Rentals

Lockers

Small, Regular, and Family Lockers are available for rent at Volcano Bay in each of the three villages: Waturi Marketplace, Maku Puihi Round Raft Rides (Rainforest Village), Whakawaiwai Eats (River Village), Dancing Dragons Boat Bar (Wave Village)

Small Lockers: $14
Regular Lockers: $20
Family Lockers: $25

Guests will use their TapuTapu to access their locker throughout the day. (Up to 4 TapuTapu's can link up to a locker throughout the day). This allows different family members to be able to access the locker.	Locker Sizes

	Small Lockers:	16.9in deep x 14.11in wide x 5.52in tall.

	Larger ride, child swap and smaller main gate lockers:	16.9in deep x 12in wide x 13in tall.

	Larger main gate lockers:	16.9in deep x 12in wide x 16.25in tall

Locker payment can be in cash, card or TapTu Pay.

Towels

Guests are encouraged to bring their own towels. However, towels can be rented inside the park at one of three Concierge Huts.

Towels are available for rent for the day at Guest Services, Pass Sales, Concierge Huts and Locker Locations for a non-refundable cost of $7.
Towels are also available for sale in the merchandise shops.

Wheelchairs, Strollers and ECV’s

Wheelchairs can be requested at Guest Services located at the front of the park for guests that may need them and they are subject to availability.

ECV’s and strollers are not available for rent at Volcano Bay.

Volcano Bay Facilities

There is no age restriction to enter Volcano Bay; the water theme park is a place for the entire family. Minors should just be accompanied by an adult in the park.

Security

Security is present and checking for hotel key cards so only On-Site Guests utilize the pathway to Volcano Bay from Universal's Aventura Hotel and Cabana Bay Beach Resort. There is a security checkpoint at the entrance to Volcano Bay for guests utilizing bus drop-off.

Showers

The four main locker/restroom areas have changing rooms and showers. The park also have outdoor rinse showers scattered. Complimentary products for personal hygiene, such as shampoo and body wash are available in the showers.

Additional Facilities

Child Swap is available at all rides within Volcano Bay.
Will Call Kiosks are located in the Parking Garage next to Volcano Bay Ticket Booths (Level 1) and at the front gate of Volcano Bay next to Guest Services.

Single Riders Line

Single Rider Lines usually move at a fast pace allowing you to enter, enjoy a ride and exit quickly.

Some of these attractions may not have a single rider line available; only if necessary, based on attendance projections.

The following rides have Single Rider Lines:

Islands of Adventure

The Amazing Adventure of Spider-man
Dr. Dooms Fearfall
Harry Potter and the Forbidden Journey
The Incredible Hulk
Hagrids Magical Creatures Motorbike Adventure
Dudley Do-Rights Ripsaw Falls
Jurassic Park River Adventure

In addition, Islands of Adventure intermittently offer single rider access at Dudley Do-Right's Ripsaw Falls, The Incredible Hulk Coaster, Jurassic Park River Adventure.

Universal Studios

Harry Potter and the Escape from Gringotts
Men In Black Alien Attack
Hollywood Rip Ride Rockit
Revenge of the Mummy
Transformers: The Ride 3-D
E.T. Adventure
The Simpsons Ride