Reference Guide
For Agent Use Only
Information subject to change without notice
 
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Universal Policies & Conditions (UOR)

General Policies
RESORT WIDE
Safety & Security
 
Please be advised that all bags and personal items are subject to inspection.
 
While we don't discuss our specific security plans with guests, we want to reassure them that Guest and Team Member safety is always our top priority.
 
Metal Detectors
 
Guest safety is our most important priority. We have a long-standing policy of not allowing personal items such as cell phones, key rings, cameras and selfie sticks onto our coasters so that these objects do not come loose during the ride and cause harm. To enhance our approach to guest safety, we are using metal detection to help us identify items we will ask guests to secure in a locker prior to riding.
 
Metal Detector Locations
 
  • CityWalk Rotunda
  • Hollywood Rip Ride Rockit
  • The Incredible Hulk Coaster®
  • Jurassic World Velocicoaster
  • Margaritaville® Pathway
  • Celebrity Circle Pathway
  • Volcano Bay Guest Entrace
  • Volcano Bay Busloop
  • Volcano Bay's Cabana Bay Beach Resort Entrace
  • Volcano Bay Group Sales
  • All 4 Boat Docks for Universal Orlando Resort Hotels
Loews Portofino Bay Hotel
Hard Rock Hotel®
Loews Royal Pacific Resort
Loews Sapphire Falls Resort
 
Additional Safety Measures
  • While there is not a specific policy in place stating that someone needs to have a minimum age to be at the parks alone, we recommend that all guest below the age of 14 have a supervising companion that is 14 years of age or older and meets all other attraction ridership requirements.
  • While at CityWalk, guests under the age of 18 need to have an accompanying adult after 10pm. The accompanying adult is preferred to be a chaperone or guardian to the minor. Security might question someone that is 19 and claiming to be the adult for a group of minors.
 
Lost Guest Procedure
 
When Security locates a lost child, they are taken to Guest Services to gather as much information as possible about their guardians. The child will be left in the care of Guest Services while Security locates their guardians.
 
When a child’s guardian reports them as missing, Security will gather as much information as possible about the child and performs the same type of search to locate them. The guardian is asked to wait by Guest Services to use that as a meeting point.
Photo Validation & Finger Scanning
 
Photo Validation is a new, faster way for Guests to begin their visit to Universal Islands of Adventure and Universal Studios Florida - Guests just scan, smile, and go! Using Photo Validation is optional – Guests just need to let a Team Member know at the Park Entrance if they would like to opt out.
 
Guests can visit:   UniversalOrlando.com/PhotoValidation > to learn more, or speak to a Team Member at Guest Services.
 
 
Photo Validation in-park signage for Guests
Enlarge Image  
 
 
Enrollment Process
 
Guests will be required to scan valid ticket media, but rather than validate with a finger biometric, they will be validated via a Photo Template created by a photo taken upon arrival.
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Opting Out Process
 
Photo Validation is optional and is not required for entry into the Universal Orlando Parks. Guests can opt-out directly at Park Entry or Guest Services. If a Guest chooses to opt-out of Photo Validation, they are required to show a valid Photo ID upon entry to validate their entitlement.
 
Parent/Guardians must present their own ID if they would like their child to opt out of the process. School IDs are also accepted, if available.
 
Guest’s who opt out will still use the regular park entrance. Opting out simply informs access control system to not prompt for Photo Validation.
 
Guests who opt-out and want to opt back in can do so at the park entrance or Guest Services. Guests who opt-in will be required to show photo ID to verify ticket ownership.
Enlarge Image  
 
Data Storage
The data collected by Photo Validation is created the first time a Guest uses their entitlement, and a photo is taken. From that photo, the software builds a Photo Template. A Photo Template is a unique set of data points based on facial features. On subsequent entries to Universal Orlando Resort, the Photo Template created on entry will be compared to the stored templates to validate access and prevent fraud.
 
Photo Templates and images will be stored for no longer than six months after the expiration of the associated ticket or other entitlement. This is consistent with our entrance finger scan process.
 
Once a guest opts out of Photo Validation, any images or Photo Templates created/ stored are deleted.
 
For more information on the protection of personal information, Guests can visit our Universal Orlando Privacy Information Center >.
 
Additional Info
  • The Photo Validation camera works in low-light and nighttime environments.
  • Guests will use Photo Validation to enter the Parks - regardless of if they are visiting for the day, or for a specific event. Specifics around specially ticketed events will be communicated in advance of the event.
  • Photo Validation cameras were built with a field of view to be able to validate Guests whether tall, short, seated in a wheelchair etc.
 
Finger Scanning
Finger Scanning Biometrics will still take place at Universal Volcano Bay before the official launch of Photo Validation.
 
Finger scan identification
Using a scanner, the software scans swirls and arcs of the finger to create a grid of intersecting points. These points are then stored as a series of coordinating numbers only. When the finger is scanned again, the number series will repeat and match itself to the stored original.
 
This is not fingerprinting
A complete fingerprint is not necessary for thorough identity verification, and no fingerprint images are ever recorded. Turnstile sensors match the grid points that were taken in a guest's original scan and transfer them to the number series the system assigned to them. As this information is stored as a number only, a fingerprint image cannot be recreated and privacy is maintained.
 
The safety of guest information
Because of the way the template of unique points is recreated, it is impossible to duplicate fingerprints and the data is not usable for any other purposes or by any outside agencies.
 
Finger Scans at Universal Orlando Resort
Finger Scans are gathered on a guest’s first visit when using any ticket or Annual Pass on entry. On subsequent visits these Finger Scans are referenced to ensure that it is the same guest.
 
Bypassing finger scan
Guests that don't want to submit to a finger scan should notify the attendant at the entrance. They will receive a “Required to show Photo ID” sticker on their Pass and the Team Members at the Turnstile will be aware that they will not be presenting finger scans.
Accepted & Prohibited Items 
 
Please note the following guidelines for bringing items into our parks:
 
Accepted Items
  • Bottled Water
  • Small snacks that do not require heating
  • Any food required for medical purposes and medically–indicated nutritional supplements (Food does NOT have to be factory sealed)
  • Any food required for special dietary needs (Food does NOT have to be factory sealed)
  • Baby food/baby formula
  • Soft-sided insulated bags no larger than 8.5" wide x 6" high x 6" deep
  • Selfie sticks (not allowed on most attractions)
  • Umbrellas
  • Child Wagon Strollers
 
Prohibited Items
  • Any type of explosive, weapon, item that can be used as a weapon or has the appearance of a weapon is prohibited
  • Marijuana, or any item containing Cannabis or related paraphernalia
  • Illegal items or substances
  • Power-driven devices (unless utilized as mobility device for a disability). Hoverboards, Drones, or any other radio frequency-controlled device.
  • Picnic lunches
  • Food that requires heating or refrigeration
  • Alcohol & glass containers
  • Hard-sided coolers
  • Soft-sided coolers larger than 8.5" wide x 6" high x 6" deep
  • Coolers, suitcases, and bags with wheels
See Luggage Storage Exceptions
  • Folding chairs
  • Clothing likely to create a danger, incite a disturbance or displaying offensive language or content
  • Clothing that represents someone as emergency personnel
 
Costume Guidelines
No costume masks, veils, long trains, live animals, swords or weaponry are permitted.
Any home-crafted wands must be rounded on either end and must be appropriate in nature.
Costumes cannot exceed 28” (inches) wide x 80” (inches) high to meet Universal Orlando’s metal detection regulations. Costumes are subject to secondary x-ray screening. Universal Orlando will have sole discretion to decide whether an item is permissible. Any item deemed inappropriate will be turned over by the owner and may be retrieved at the end of the day at the Universal CityWalk hub.
If a guest is spotted in a costume that is not deemed permissible, he or she will be asked to either remove the costume and change into something more appropriate or exit the park.
Costumed guests may not give the impression that they are Universal Orlando Team Members.
To ensure guests' safety, some costumes may not be permitted on certain attractions.
Payment Policies
 
Accepted Forms of Payment
 
Guests are able to use the below payment methods at all ticketing, retail and quick service food venues:
 
  •     American Express
  •     MasterCard
  •     Visa
  •     Discover
  •     Universal Orlando Gift Cards (Guests can use onsite hotel room charging privileges, and then apply Gift Cards towards their final hotel bill at time of checkout)
  •     Google Pay
  •     Apple Pay
  •     Samsung Pay
  •     Cash
 
This excludes 3rd party locations that may not accept all payment methods detailed above. Guests will have to head to the venue to confirm which are accepted.
Alcohol Purchase Policy
 
All guests have to be 21 years of age or older to purchase and consume alcohol on property.
 
Universal currently accepts the following forms of identification to purchase alcohol:
 
    Driver’s License
    Passport
    State ID
    Active Military ID
 
International Guests
 
Guests that are visiting from another country may purchase alcohol as long as they can produce valid Identification.
 
The accepted forms of ID are:
 
    Passport
  • Accepted as long as it’s legible in English, includes a photo of the Guest, and has a clear indication of the Guest's birthdate as well as expiration date of the passport.
    Driver's License
  • Accepted as long as it’s legible in English and has a clear indication of the Guest's birthdate and expiration date.
 
 
LOCATION SPECIFIC
Volcano Bay Policies
 
Age Requirement
 
While there is not a specific policy in place stating that someone needs to have a minimum age to be at the parks alone, we recommend that all guest below the age of 14 have a supervising companion that is 14 years of age or older and meets all other attraction ridership requirements.
 
Attractions
 
One of the amazing benefits of Universal Volcano Bay is that Guests do not have to carry rafts or tubes. All rafts and tubes are provided at each attraction they are used for. Guests are unable to bring their own tubes and rafts into Volcano Bay.
 
Personal Flotation Devices
 
  • Guests are allowed to bring their own Personal Flotation Devices that are rated Type I or Type II by the US Coast Guard and will be verified at attraction entrances.
  • Personal Flotation Devices are not allowed on body slides.
 
Guests can find specific information for each attraction on advisory signs posted near each ride. A Volcano Bay Riders Guide > is also available at Guest Services locations.
 
Clothing & Accessories
 
All riders must wear proper swimming attire. Shoes and shirts are required to enter the park. Guests may walk barefoot once inside the park.
 
    Water sprays along the pathways are provided in selected locations.
 
Appropriate swimming attire is required in all pools and on rides. The following is not permitted:
 
  •     Cotton, denim, cut-off shorts, or any items with metal fasteners, rivets, zippers, or buckles are not permitted.
  •     No loose articles or shoes are permitted on any of our body slides.
  •     It's strongly recommended that guests don't bring or at least secure loose articles with a non-rider or place them on the surfboard prior to boarding a tube slide.
  •     Shoes are permitted in the tube slides as long as there are no buckles or metal that could damage the slides.
  •     Snorkels & swimming fins are not permitted in the park.
 
Refer to the posted warning signage prior to boarding each ride for specific requirements. Please see Guest Services or Concierge for specific information.
 
 
For the comfort and safety of everyone:
 
  •     Each attraction has specific posted guidelines for health requirements, Guests with disabilities, expectant mothers, and securement of loose items. For further information guest can consult with Guest Services or any park attendant.
 
  •     Appropriate swimming attire is required in all pools and on rides.
 
  •     Coolers, glass containers or alcoholic beverages are not permitted in the resort.
 
  •     Children under 48" must wear a U.S. Coast Guard approved life jacket in the Waturi Wave Pool, Kopiko Wai Winding River, and TeAwa: The Fearless River.
 
  •     Guests with prosthetics should check with Guest Services before visiting slide attractions.
 
  •     Pools only open during park operating hours.
 
  •     Failure to follow posted guidelines may result in serious injury or expulsion from the park.
 
  •     Universal Orlando Resort strives to ensure park common areas are smoke-free. Smoking or vaping of any kind, including electronic cigarettes, is only permitted in designated areas.
 
  •     To enjoy many attractions at this park, Guests may be required to transfer from their wheelchair and maintain proper riding posture. Please visit Guest Services for further details.
 
  •     Lost & Found is located at the front of the park.
CityWalk Policies
 
Weekend Teen Sweep
 
Universal CityWalk's Weekend Teen Sweep policy is in effect from Friday - Sunday*. Guests under the age of 18 are required to depart at 8pm* unless they:
 
  •     Are accompanied by a parent or guardian
  •     Are staying at a Universal hotel (and can present a valid Loews room card)
 
Guests under the age of 18 who have already purchased an evening movie ticket for Universal Cinemark for the weekend will be directed to contact 1-800-Cinemark to obtain a refund.
 
*Subject to Change
BODY DIMENSIONS, HEIGHT REQUIREMENTS & SINGLE RIDERS
Body Dimensions
 
To safely experience our attractions, all passenger restraint systems – including lap bars, shoulder harnesses and seat belts – must be positioned and fastened properly. All our attractions have different restrictions and requirements. Large-framed Guests or Guests who are unsure if they will safely fit within the restraint are encouraged to try the test seat located at the attraction entrance or speak to a Team Member.
 
Certain seats on select attractions may offer a little extra space for those who need it. Large-framed Guests are encouraged to try the test seat located at the attraction entrance or speak to a Team Member.
 
A statement referring to Guests with a waistline of 40 inches or greater has been removed from the website. Has Universal changed the accessibility guidelines for their rides?
 
“While the waistline measurement guidance has been removed from our communication, the guidelines for safely experiencing our attractions have not changed. In addition to meeting the minimum height requirement, all Guests must be able to properly secure a ride’s passenger restraint system, which can include a seatbelt, lap bar or shoulder harness, in order to safely experience an attraction.”
 
How am I able to verify if I’m able to experience a ride now that the guidance has been removed?
 
“Large-framed Guests or Guests who are unsure if they will safely fit within the restraint are encouraged to try the test seat at the attraction entrance to verify their ability to properly secure the ride’s restraint before getting in line. If a ride does not have a test seat, and a Guest is unsure if they will be able to ride, they can speak with a Team Member at the attraction entrance.”
At Universal Studios Florida 
 
Height Requirements & Single Riders
(Universal Studios Florida)
 
Height Requirements
 
 
  •  *Revenge of the Mummy:
    Must be at least 48" (122cm)​
  •     Men In Black™ Alien Attack™:​
    Must be at least 42" (107cm). Children between 42"-48" (107cm - 122cm) must be accompanied by a Supervising Companion.
  •     The Simpsons Ride™:​
    Must be at least 40" (102cm). Children between 40"-48" (102cm - 122cm) must be accompanied by a Supervising Companion.
  •     *Hollywood Rip Ride Rockit:
    Must be at least 51" (130cm) and no more than 79" (201cm).​​
  •     ​E.T. Adventure:​
    Must be at least 34" (87cm). Children between 34"-48" (87cm - 121cm) must be accompanied by a Supervising Companion.
  •     Kang & Kodos' Twirl 'N' Hurl:
    Under 48" (122cm) must be accompanied by a Supervising Companion​
  •     Hogwarts™ Express - King's Cross Station:
    Under 48" (122 cm) must be accompanied by a Supervising Companion​.
  •     Despicable Me Minion Mayhem:​
    Must be at least 40" (102cm). Children between 40"- 48" (102cm - 122cm) must be accompanied by a Supervising Companion. Persons under 40" (101cm) must experience this attraction from an adjacent stationary seat.
  •     Transformers™: The Ride 3D:
    Must be at least 40" (102cm); 40" to 48" (102cm - 122cm) must be accompanied by a Supervising Companion.​
  •    *Harry Potter and the Escape from Gringotts™:​
    Must be at least 42" (107cm). Children between 42"–48" (107cm-122cm) must be accompanied by a supervising companion.
  •     *Race Through New York Starring Jimmy Fallon:
    Must be at least 40"( 102cm). Children between 40"–48" (102cm-122cm) must be accompanied by a supervising companion.
  •    Fast & Furious - Supercharged​:​
    Must be at least 40" (102cm). Children between 40"-48" (102cm - 122cm) must be accompanied by a Supervising Companion.
 ​*These rides have "test seats" available so that guests can determine comfort and fit for themselves before riding.
 
Height Certificate
 
 
These are offered to children when they are too short to ride. If a guest is only 52" and just miss the height requirement for Hulk for example, the Team Member can issue the child a height certificate to use on their next visit when they meet the height requirement to use the express queue at Hulk.
 
  • Height certificates are available for certain attractions and can be obtained from Guest Services for children who are below the height requirement.
  • They are themed to each attraction.​​
  • Certificates are ride specific.​
  • No expiration date
 
 
Single Rider Lines
 
Some of these attractions may not have a single rider line available; only if necessary, based on attendance projections.​
Attractions with Single Rider Lines:
 
  •     Harry Potter and the Escape from Gringotts™
  •     Hollywood Rip Ride Rockit
  •     Men in Black™ Alien Attack™
  •     Revenge of the Mummy
  •     Transformers™: The Ride-3D
  •     E.T. Adventure
  •     The Simpsons Ride™
 
At Islands of Adventure 
 
Height Requirements & Single Riders
(Universal Islands of Adventure)
 
Height Requirements
 
 
  • *Jurassic World VelociCoaster:
At least 51" (130 cm)​
 
  • Skull Island: Reign of Kong:​
At least 36" (92 cm); supervising companion needed for children 36” – 48” (92cm –122cm)
 
  • *Doctor Doom's Fearfall®:
At least 52" (133 cm)​
 
  • Storm Force Accelatron®:
Under 48" (122cm) must be accompanied by a Supervising Companion​
 
  • *The Incredible Hulk Coaster®:​
At least 54" (138 cm)
 
  • *Harry Potter and the Forbidden Journey™:
At least 48" (122 cm)​
 
*​Hagrid's Magical Creatures Motorbike Adventure™:​
At least 48" (122 cm)
 
  • Hogwarts™ Express – Hogsmeade™ Station:
Under 48" (122 cm) must be accompanied by a Supervising Companion​
 
  • *Dudley Do-Right's Ripsaw Falls®:
At least 44" (112 cm); 44" - 48" (112 cm - 122 cm) must be accompanied by a Supervising Companion​
 
  • Jurassic Park River Adventure:​
At least 42" (107 cm); 42" - 48" (107 cm - 122 cm) must be accompanied by a Supervising Companion
 
  • Popeye & Bluto's Bilge-Rat Barges®:
At least 42" (107 cm); 42" - 48" (107 cm - 122 cm) must be accompanied by a Supervising Companion​​
  • The Amazing Adventures of Spider-Man®:
At least 40" (102 cm); 40" - 48" (102 cm - 122 cm) must be accompanied by a Supervising Companion​
 
  • Pteranodon Flyers:​
Designed for children 36"-56" (92cm-143cm) tall. Guests over 56" (143cm) tall must be accompanied by a rider meeting the 36" (92cm) height requirement
 
  • Caro-Seuss-el™:
Under 48" (122 cm) must be accompanied by a Supervising Companion​
 
  • One Fish, Two Fish, Red Fish, Blue Fish​™:​
Under 48" (122 cm) must be accompanied by a Supervising Companion
 
  • The High in the Sky Seuss Trolley Train Ride!™:
At least 36" (92 cm); 36"-48" (92 cm - 122 cm) must be accompanied by a Supervising Companion
 
  • Flight of the Hippogriff™:​
At least 36" (92 cm)​; 36"-48" (92 cm - 122 cm) must be accompanied by a Supervising Companion
 
  • Cat in the Hat™:
Must be at least 36" (92 cm)​; 36"-48" (92 cm - 122 cm) must be accompanied by a Supervising Companion​
 
  • Poseidon's Fury​:​
Under 48" (122 cm) must be accompanied by a Supervising Companion
 
*These rides have "test seats" available so that guests can determine comfort and fit for themselves before riding.
 
Height Certificate
 
 
These are offered to children when they are too short to ride. If a guest is only 52" and just miss the height requirement for Hulk for example, the Team Member can issue the child a height certificate to use on their next visit when they meet the height requirement to use the express queue at Hulk.
 
  • Height certificates are available for certain attractions and can be obtained from Guest Services for children who are below the height requirement.
  • They are themed to each attraction.​​
  • Certificates are ride specific.​
  • No expiration date
 
Single Rider Lines
 
Some of these attractions may not have a single rider line available; only if necessary, based on attendance projections.​
Attractions with Single Rider Lines:
 
  •     Harry Potter and the Escape from Gringotts™
  •     Hollywood Rip Ride Rockit
  •     Men in Black™ Alien Attack™
  •     Revenge of the Mummy
  •     Transformers™: The Ride-3D
  •     E.T. Adventure
  •     The Simpsons Ride™
At Volcano Bay
 
Height Requirements & Single Riders
(Universal Volcano Bay)
 
Height Requirements
 
 
  •     Vol, the Spirit of Krakatau:
    No Height Requirements​
  •     Waturi Beach:​
    Children under 48" (122cm) must wear a U.S. Coast Guard-approved life vest.
  •     The Reef (North Leisure Pool):
    Children under 48" (122cm) must wear a U.S. Coast Guard-approved life vest​
  •     ​*Ko'okiri Body Plunge:
    ​Must be at least 48" (122 cm)​
  •     Honu:​
    Must be at least 48" (122 cm)
  •    ika Moana:
    42" - 48" (107 cm - 122 cm) must be accompanied by a supervising companion​
  •     ​Runnamukka Reef:​
    Maximum 54" (137 cm)
  •    Tot Tiki Reef:
    Maximum 48" (122 cm)​
  •     Kopiko Wai Winding River:
    Children under 48" (122 cm) must wear a U.S. Coast Guard-approved life vest and be accompanied by a Supervising Companion.​
  •    Krakatau Aqua Coaster:​
    Must be at least 42" (107cm); 42" - 48" (107 cm - 122 cm) must be accompanied by a supervising companion
  •     TeAwa The Fearless River:
    Must be at least 42” (107cm); 42" - 48" (107 cm - 122 cm) must be accompanied by a supervising companion. Guests must wear a Volcano Bay life vest.​​
  •     Ohyah Drop Slide:
    Must be at least 48" (122 cm)​
  •     Ohno Drop Slide:​
    Must be at least 48" (122 cm)
  •     Puka Uli Lagoon :
    Children under 48" (122 cm) must wear a U.S. Coast Guard-approved life vest and be accompanied by a Supervising Companion.​
  •     ​Kala & Tai Nui Serpentine Body Slides:​
    Must be at least 48" (122 cm)
  •    Punga Racers:
    Must be at least 42” (107cm); 42" - 48" (107 cm - 122 cm) must be accompanied by a supervising companion​
  •     ​Taniwha Tubes:​
    Must be at least 42” (107cm); 42" - 48" (107 cm - 122 cm) must be accompanied by a supervising companion
  •     ​Maku Round Raft Ride:
    Must be at least 42” (107cm); 42" - 48" (107 cm - 122 cm) must be accompanied by a supervising companion​
  •    Puihi Round Raft Ride​:​
    Must be at least 42” (107cm); 42" - 48" (107 cm - 122 cm) must be accompanied by a supervising companion
 
*Participating Attraction with Volcano Bay Express PLUS pass ONLY
 
Single Rider Lines
 
There are no separate lines at Universal Volcano Bay, especially those classified as "Single Rider".
Park Capacity
Overview
 
Park Capacity Messaging
 
We always manage attendance to provide a safe and enjoyable guest experience.
 
For real-time updates, guests should check UniversalOrlando.com, the Official Universal Orlando Resort App, or call the Universal Orlando Resort Capacity Hotline at 407-817-8317.
 
Guests are free to leave the parks if they’d like. If a guest exits the parking garage during a time when the theme parks are at capacity, they will be unable to reenter until demand has subsided and the parking garages reopen.
 
If Universal Islands of Adventure & Universal Studios Florida are at Capacity:
"Please check the Official Universal Orlando Resort App or call our Capacity Hotline for updates throughout the day. You may also choose to come back and visit us on another day."
 
If Universal Volcano Bay is at Capacity:
"Volcano Bay has reached capacity for the day and we do not anticipate being able to accommodate additional guests. We want the Volcano Bay guest experience to be great. That means we may occasionally limit attendance inside the park so that guests can have the experience we created for them. When needed, we will work with our guests to reschedule their visits and to be as accommodating as possible. Guests can stay updated on Volcano Bay’s reopening status by calling the Capacity Hotline​"
 
Hotel Guests
 
Hotel guests will be given priority entrance to theme parks if they reach capacity. We encourage our hotel guests to take advantage of their Early Park Admission benefit to access the parks prior to our daily opening to the general public. Although the parking garages may close to additional guests if the destination reaches capacity, Universal hotel guests will be admitted since they’re considered to already be inside the destination. And although rare, please note there may be instances where entry may be delayed based on capacity.
 
Hotel guests can continue to access the parks through their hotel transportation or designated walking paths. Guests should have their hotel keys on hand to display to team members as needed.
 
Guests with Tickets and/or Vacation Packages:
 
Dated Tickets/Universal Express/VIP Experience
 
  •     We account for guests with date-based tickets and date-based add-on experiences in our attendance. We will accommodate those guests in the parks throughout the day.
 
Non-Dated Tickets
 
  •     Due to high demand, there may be times when the parks reach capacity –and if that happens, additional guests may not be admitted to Universal Orlando Resort, including the theme parks and our parking garages, for a period of time. We will reopen once demand has subsided later in the day.
 
When Date-Based Tickets are not on sale
 
  •     We always manage attendance to provide a safe and enjoyable guest experience. Because we are anticipating high demand, there are times when certain ticket products will not be available for certain dates.
 
Universal Orlando Resort Hotel Guests:
"We encourage hotel guests to take advantage of their Early Park Admission benefit so they’re able to get a head start on enjoying their favorite attractions and experiences before the parks officially open. This also gives hotel guests more flexibility throughout their day – they can enjoy the parks early, take a break with lunch at CityWalk or enjoy hotel amenities in the afternoon, then return to the parks at their leisure in the evening when guest traffic typically subsides."
 
"Guest staying with us will have to go to the Universal Orlando Resort entrance behind VIP or look for a A-Frame (Universal Orlando Resort guests with a Universal Orlando logo). This is a benefit for Universal Orlando Hotel Guests, not Universal Partner Hotels.​"
 
Phase 2 - At Capacity (One Dry Park):
"We have reached capacity at [Universal Studios Florida or Universal Islands of Adventure]. [Universal Studios Florida or Universal Islands of Adventure] and Universal’s CityWalk are currently open to all guests. We appreciate your patience. For real-time updates, please check UniversalOrlando.com or the Official Universal Orlando Resort App, or call the Universal Orlando Resort Capacity Hotline."
 
Phase 2 - At Capacity (Both Dry Parks):
"We have reached capacity at Universal Studios Florida and Universal Islands of Adventure. Universal hotel guests are still able to access our parks, and Universal CityWalk is currently open to all guests. We appreciate your patience. For real-time updates, please check the Official Universal Orlando Resort App or UniversalOrlando.com, or call the Universal Orlando Resort Capacity Hotline."
 
Phase 2 - At Capacity (All 3 Parks):
"We have reached capacity at Universal Studios Florida, Universal Islands of Adventure, and Universal Volcano Bay. Universal hotel guests are still able to access our parks, and Universal CityWalk is currently open to all guests. We appreciate your patience. For real-time updates, please check the Official Universal Orlando Resort App or UniversalOrlando.com, or call the Universal Orlando Resort Capacity Hotline."
 
"Guests with a date specific ticket should NOT go to the stand-by line. They should go to the turnstile gate.​​"
 
3rd-Party Phase 2 Capacity - Dated Tickets Not for Sale:
"We have reached capacity at Universal Studios Florida and Universal Islands of Adventure, and date-based tickets for today’s date are no longer on sale. Flexible tickets that are not date-specific are still available for purchase, but guests may not be able to use the flexible ticket to access the parks today if they remain at capacity."
 
Phase 3 - At Capacity:
"We have reached capacity at Universal Studios Florida and Universal Islands of Adventure. Our park entrance gates are now closed and we are not admitting any additional guests, including Universal hotel guests, at this time. We appreciate your patience, and hope to reopen the parks soon. For real-time updates, please check UniversalOrlando.com or the Official Universal Orlando Resort App, or call the Universal Orlando Resort Capacity Hotline. Note: Guests with non-date-based tickets looking to get a refund should speak directly with Guest Services  to discuss their options."
 
Land Control (Wizarding World of Harry Potter™):
"We have temporarily reached capacity in The Wizarding World of Harry Potter™ and are not allowing additional guests into the land at this time. We apologize for any inconvenience. We ask that you check back later."
Guidelines
 
 
Universal Studios & Islands of Adventure
Volcano Bay
Phase 1
 
Permitted Guests
  • All guests are permitted during this phase. Volcano Bay will be operating as normal.
 
 
 
Phase 2
Toll-booths will only allow guests that are going to CityWalk or permitted guests listed to park their cars. “Park at capacity” communication will be initiated.​
 
Permitted Guests
 
  •  Guests already in Queue at Front Gates
  •  Universal Orlando Resort Hotel Guests (Buses & Walking Pathways)
  •  Give Kids The World
  •  ​Date-Specific Ticket Holders
  •  Date-Specific Premium Products (Express & VIP)​
 
Transportation will check every arriving vehicle for dated tickets. Guests visiting CityWalk will still be able to park and access CityWalk.
Guests arriving at the Volcano Bay Toll Plaza and to the South Parking garage will be restricted.
 
Permitted Guests
 
  • Remaining Queues at South Parking Garage and the Front Gates
  • UOR Hotel Guests (Buses & Walking Pathways)
  • Give Kids the World
  • Dated Premium Product Reservation Holders
  • 1-Day Ticket Holders*
     
    In scenarios that a party has a mix of guests with dated tickets and non-dated Tickets/APs/MDs, only those with dated tickets will be allowed in.
 
 
 
Phase 3
Standby line will be initiated and all guests not yet in parks will be directed to standby line to wait for admission​.
 
Permitted Guests
 
  • ​CityWalk Guests (to access CityWalk only)
  • ​Date-Specific Ticket Holders
  • Date-Specific Premium Products (Express & VIP)​
 
Guests visiting CityWalk will still be able to park and access CityWalk​.
Guests arriving at the Volcano Bay Toll Plaza, to the South Parking garage and UOR Hotel Guests arriving via Resort Transportation (Walking Paths & Busses) will be restricted.
 
Permitted Guests
 
  • Give Kids The World
  • Dated Premium Product Reservation Holders
  • 1-Day Ticket Holders
Volcano Bay
 
If Volcano Bay reaches capacity, guests who have purchased a 1-Day ticket for that date will be granted access to the park. Although rare, there may be instances where entry may be delayed based on capacity.
 
Universal Orlando hotel guests receive priority access to Volcano Bay. Although rare, there may be instances where entry may be delayed based on capacity. Please see a Volcano Bay team member for assistance.​
 
Standby Virtual Line
 
This is a service available for those who are at the park and were denied entry due to capacity and it is not guaranteed that guests added into our Virtual Standby Line will be called back.
 
Guests will sign up at the parking garage when VB hits capacity and speak to one of the Guest Services coordinators and give them their information (name, party size and cell phone #). Once the info is gathered, guests will be texted or called once we are out of capacity. If not, they will be advised that the park will not be reopening for the day and they won’t be able to come in.
 
We recommend that before guests arrive for a day at Volcano Bay, they call Capacity Hotline to check for regular updates. There might be times that this feature is not used,c if we know the park has surpassed its attendance threshold and we are sure we won’t be reopening.
 
Partner Hotel/Resort Shuttle
 
The Partner Hotel/Resort Shuttle bus will still run to take guests to Universal Studios Florida, Universal Islands of Adventure and Universal’s CityWalk which are all open.
 
Multi-day & multi-park tickets
 
Suggest guest go to visit Universal Studios Florida, Universal Islands of Adventure, or CityWalk and then come back to experience Universal Volcano Bay later in the day. They should check regular updates by visiting UniversalOrlando.com, or calling Capacity Hotline, or by speaking with any Guest Services Team Member or by following us on Twitter @UniversalORL.
 
If guests aren't able to visit Volcano Bay with their 3-park ticket due to capacity during their travel dates, they should speak with a Universal Orlando Guest Services representative at either of the parks entrances or by calling Capacity Hotline for further assistance.
 
Premium Products
 
If Volcano Bay reaches capacity, guests who have purchased a Universal Express Pass for that date will not be granted access to the park.
 
If Volcano Bay reaches capacity, guests who have reserved a Cabana or Premium Seating for that date will be granted access to the park. Although rare, there may be instances where entry may be delayed based on capacity. Guests should see a Volcano Bay Team Member for assistance.​
 
Exiting the park
 
Universal Volcano Bay tickets allow unlimited admission into the park throughout the day; however, if guests leave the park and it reaches capacity while they are away, they may have to wait to re-enter.
 
Refunds
 
If guests have a park-to-park ticket: encourage them to visit the other two parks or spend time at CityWalk and then come back to experience Volcano Bay later in the day. Guests who do not wish to do this may visit any Guest Services location for further assistance.
Accessibility (ADA)
RESORT-WIDE
Attractions Accessibility 
 
 
Attractions Accessibility
 
IBCCES Accessibility Card (IAC)
Universal Orlando Resort requires guests who are requesting an accommodation for waiting in an attraction queue to register for a IBCCES Accessibility Card (IAC) prior to their park arrival. After completing the quick registration, a member of the Guest Services team will contact the guest within 48 hours prior to arrival to discuss available accommodations for their visit.
 
Guest Services will create a record in their system and provide the guest with a reference number. For the Guest to receive their accommodations, the reference number along with the IAC needs to be presented in park to Guest Services.
 
This process does not guarantee specific attraction Queue accommodations. The Guest Services Team Member will discuss their request at the time the guest is contacted and provide further information.
 
For more information, Guests can be directed to the Accessibility Information > page found on the Universal Orlando Resort website.
 
 
 
 IAC Accessibility Card Enlarge Image  
 
 
Registration
Guests can register for the free IBCCES Accessibility Card (IAC) online at AccessibilityCard.org or via its free mobile app found either on the Apple and Google Play stores. It is recommended for guests to register for their IAC at least 48 hours prior to their planned visit.
 
What will a guest need to register for an IAC Card?
 
  • Recent photo of the cardholder for identification purposes
  • Contact information for the cardholder or the parent/guardian/support person of the cardholder
  • Contact information and statement from medical provider, government entity, or educational support professional related to accommodations requested
 
Guests will be required to present their IAC to the Guest Services team during the visit. Guests that are unable to register in advance may contact the Guest Accessibility Team  or visit any Guest Services location at the theme parks for additional assistance.
 
Validity
The IAC is valid for one year and can be used at other properties that participate in the IBCCES IAC program. Guests must apply annually for a new card.
 
The Attractions Assistance Pass or additional accommodations issued to the Guest are not valid for a year, just the IAC.
 
For the year the IAC is valid for, Guests have to visit Guest Services each park visit and present their active IAC card for an accommodation to be issued.
 
Note: The IAC does not guarantee specific attraction queue accommodations.
Cognitive Disabilities
 
“Cognitive disabilities” is a term that refers to a broad range of conditions that include intellectual disability, autism spectrum disorders, severe, persistent mental illness, brain injury, stroke, and Alzheimer's disease and other dementias. FCC.gov
 
Universal Orlando Resort’s theme parks may provide challenges to guests with certain cognitive disabilities. The Guide for Guests with Cognitive Disabilities has been created so that these guests and their families can enjoy their time with us comfortably and safely.
 
This preplanning guide is currently only available via UniversalOrlando.com >. The guests can print it out or they can also save it on their phone for easy access.
 
 
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.
 
  •     This Quiet room is located at the front of the park to the right of the Studio Audience Center/Lost and Found.
  •     The operating hours will match Universal Studios Florida’s Park hours, including during separately ticket events like Halloween Horror Nights, Rock The Universe, etc.
  •     Guests will not be required to reserve the room; however, they must wait until the room is vacant to use.
  •     Guests are encouraged to adhere to a thirty (30) minute time limit to ensure Guest access throughout the day.
 
 
"We are thrilled to have opened our first Quiet Room at Universal Studios Florida and will continue to evaluate our resort for additional spaces. In the interim, we’ve identified existing locations around all three theme parks and CityWalk that can be utilized by guests who need a break - more information is available on the Guide for Guests with Cognitive Disabilities page > on our website."
 
At times, our Guests may be overly stimulated, and a Supervising Companion or Parent may ask you directions to the closest Quiet Room.
 
In Universal Studios, we encourage you to direct the Guest to the Quiet Room located at the front of the park.
 
Other alternatives with limited visitation or good viewing distractions are:
  • Music Plaza area (select times)
  • Coca-Cola Refreshment Station in World Expo – to the right of the MIB Gear store
  • New York Public Library
  • Central Park along the park lagoon
  • Any of our Health Services locations
 
In Islands of Adventure, alternative areas with limited visitation or good viewing distractions are:
 
  • Seuss Landing’s Sneech Beach
  • Seuss Landing™ between One Fish, Two Fish, Red Fish, Blue Fish and the Cat in the Hat
  • Along the waterfront of Marvel Super Hero Island
  • The lower landing behind Mythos Restaurant in The Lost Continent
  • The lower landing of Port of Entry
  • The lower landing of Me Ship, The Olive
  • Any of our Health Services locations
 
In Volcano Bay, alternative areas are:
 
  • The Taniwha Pathway
  • The Volcano Cavern pathway
 
In CityWalk, an alternative area is the lower level of the waterfront.
Hearing & Vision 
 
 
Deaf or Hard of Hearing Guests
 
Universal Orlando offers captioning features, assistive listening devices, guidebooks for guests with disabilities, and attractions scripts at select attractions and shows throughout the parks.
 
In addition, for Guests who are deaf or hard of hearing, American Sign Language interpreting services may be requested at no charge for select in-park live action shows in Universal Studios Florida and Universal Islands of Adventure.
 
Queue monitors with open captions are available at select attractions. Guest can check ride warning signs for availability, see an Attractions Attendant or view the Universal Orlando Resort Guide for Rider Safety and Accessibility >.
 
Guests should email requests with a minimum of 14 days advance notice to Sign Language Services as they plan for their upcoming visit to Universal Orlando.
 
Video relay service (VRS) is available at Guest Services front gate locations.
 
Guests with Vision Disabilities
 
Large print and Braille scripts outlining the dialogue for select in-park live shows are also available for loan at the venues themselves in Universal Studios and Islands of Adventure, as well as the following locations:
 
Universal Studios Florida
 
    ​Animal Actors On Location!
    The Bourne Stuntacular
    The Blues Brothers Show
    ​Universal Orlando’s Horror Make-up Show
Universal Islands of Adventure
 
    If I Ran the Zoo™
 
Many attractions can accommodate a guest with a white cane or provide a basket or receptacle in which to place the cane in the ride vehicle. The cane may need to be collapsed on some attractions. On those attractions where the cane may become lost due to ride forces and present a potential hazard to other guests, the Attraction Attendant will hold the white cane for the guest once the guest is seated. The Attendant will have the white cane available as soon as the attraction vehicle is stopped in the unload area.
 
Attractions where the Attendant will hold the white cane include:
 
Universal Studios Florida
 
  •     ​E.T. Adventure
  •     ​Harry Potter and the Escape from Gringotts™
  •     ​Hollywood Rip Ride Rockit
  •     ​Men in Black™ Alien Attack™
  •     ​Race Through New York Starring Jimmy Fallon
  •     ​Revenge of the Mummy
Universal Islands of Adventure
 
  •     ​Doctor Doom’s Fearfall®
  •     ​Flight of the Hippogriff™
  •     Hagrid’s Magical Creatures Motorbike Adventure™
  •     ​Harry Potter and the Forbidden Journey™
  •     ​The Incredible Hulk Coaster®
  •     Jurassic World VelociCoaster
  •     ​Pteranodon Flyers
  •     ​Skull Island: Reign of Kong
Wheelchair & Accessibility 
 
 
Shopping & Dining Accessibility
 
For guest enjoyment and convenience, Universal Orlando's shopping and dining facilities are wheelchair accessible. Also, our outdoor stage shows have areas reserved for guests with disabilities. These areas are clearly marked with the International Symbol of Accessibility.
 
Queue & Attraction Accessibility
 
In addition, all the queues are accessible to guests using wheelchairs (with the exception of Pteranodon Flyers at Universal Islands of Adventure). There are specific boarding requirements and accommodations for those using wheelchairs at each attraction. In all cases, if a guest is capable of transferring to the ride vehicle's seating (either by themselves or with the assistance of another person in their party), they may transfer.
 
Wheelchairs & ECVs on Rides
 
Certain attractions are capable of allowing guests to remain in their standard wheelchair throughout. For a list of all attractions and their specific requirements and accommodations, please consult Universal Orlando's Riders Guide for Rider Safety and Accessibility.
 
 
We apologize, but due to their dramatic motion, none of the ride vehicles at Universal Orlando will accommodate Electric Convenience Vehicles (ECVs) or electric wheelchairs (with the exception of Hogwarts™ Express). At those rides which can accommodate standard wheelchairs, guests may transfer from their ECV or electric wheelchair into a standard wheelchair, which can be provided at each location.
 
Volcano Bay
 
Wheelchair accessibility is available at Maku and Puihi Round Raft Rides as well as Krakatau Aqua Coaster via elevator access. Guests may also transfer from their wheelchair to Kopiko Wai Winding River, TeAwa Fearless River, Puka Uli Leisure Pool, The Reef Leisure Pool, and Waturi Beach Wave Pool. Guests will need to be able to independently position themselves in the proper riding position and exit the pools.
 
  •     Guests may use an ECV in all dry areas of the park. They have the option to transfer to a wheelchair available at Maku and Puihi Round Raft Rides as well as Krakatau Aqua Coaster to take advantage of the elevator access.
  •     Guests who are able to fully transfer from a wheelchair into the pool may access this attraction. Guests may use their wheelchair on the hardscape near the wave pool; however they cannot use their wheelchair inside of the water.
  •     For guest enjoyment and convenience, Universal Orlando's shopping and dining facilities are wheelchair accessible.
  •     Beach Wheelchairs are not available to rent at the parks.
 
 
Attraction Accessibility Chart
 
Transfer From Wheelchair Symbol
 
Self Transfer
 
Guests must be able to transfer to the ride vehicle seating with assistance from another member of their party. Attraction attendants may not assist.
Transfer to Wheelchair
 
Guests must transfer to a manual wheelchair.
Remain in Wheelchair
 
Guests may remain in their standard wheelchair throughout the attraction experience. (This does not apply to Electric Convenience Vehicles (ECV) or motorized wheelchairs at any of the ride attractions).
Remain in ECV
 
Guests may remain in their Electric Convenience Vehicle (ECV) or motorized wheelchairs throughout the attraction experience.
 
Universal Studios Florida (USF)
 
Illumination’s Villain-Con Minion Blast
Despicable Me Minion Mayhem
Hollywood Rip Ride Rockit
 
Transformers™: The Ride-3D
 
Revenge of the Mummy
 
Harry Potter and the Escape from Gringotts™
 
Kang & Kodos' Twirl 'n' Hurl
 
The Simpsons Ride™
 
Fast & Furious - Supercharged
 
Men In Black™ Alien Attack™
Animal Actors On Location!
E.T. Adventure
The Bourne Stuntacular
The Blues Brothers Show
The Hogwarts™ Express – King's Cross Station
Universal Orlando's Horror Make-Up Show
 
Universal Islands of Adventure (IOA)
The High in the Sky Seuss Trolley Train Ride!™
 
Flight of the Hippogriff™
 
Harry Potter and the Forbidden Journey™
 
Pteranodon Flyers
 
Jurassic Park River Adventure
 
Jurassic World Velocicoaster
 
Dudley Do-Right's Ripsaw Falls®
 
Popeye & Bluto's Bilge-Rat Barges®
 
The Incredible Hulk Coaster®
 
Storm Force Accelatron®
 
Doctor Doom's Fearfall®
 
The Amazing Adventures of Spider-Man®
 
If I Ran The Zoo™
 
The Cat in the Hat™
 
One Fish, Two Fish, Red Fish, Blue Fish™
 
Caro-Seuss-el™
 
Skull Island: Reign Of Kong
 
The Hogwarts™ Express – Hogsmeade™ Station
Camp Jurassic
Jurassic Park Discovery Center
Me Ship, The Olive®
Universal Volcano Bay
Maku and Puihi Round Raft Rides
 
Krakatau Aqua Coaster
 
Kopiko Wai Winding River
 
TeAwa Fearless River
 
Puka Uli Leisure Pool
 
The Reef Leisure Pool
 
Waturi Beach Wave Pool
 
Service Animals 
 
Policy
 
Trained Service Animals are welcome at Universal Orlando Resort.
 
Animals who do not meet the definition of a Service Animal will not be permitted in the park. Service Animals must be harnessed, leashed or tethered, unless these devices interfere with the Service Animal’s work or the individual’s disability prevents using these devices. In that case, the individual must maintain control of the animal through voice, signal or other effective controls. In order to assist the owner in making an informed decision about their Service Animal’s safety, each attraction has its own specific entry/boarding requirements.
 
Animals who do not meet the definition of a Service Animal will not be permitted in the park.
 
A service animal is defined as an animal individually trained to perform work or tasks for the benefit of a person with a disability. Some tasks include, but are not limited to: room search and safety checks; hearing guidance; mobility assistance; diabetic alert; seizure alert or response; PTSD support; medication reminders; turn on lights and open doors. The work or task a dog has been trained to provide must be directly related to the person’s disability. Dogs whose sole function is to provide comfort or emotional support do not qualify as Service Animals under the ADA.
 
Example Service Animal Tasks:
 
  •     ​Guiding people who are blind
  •     ​Alerting people who are deaf
  •     ​Pulling a wheelchair
  •     ​Alerting and protecting a person who is having a seizure
  •     ​Reminding a person with mental illness to take prescribed medications
  •     ​Calming a person with Post Traumatic Stress Disorder (PTSD) during an anxiety attack
  •     ​Performing other duties
 
Under the ADA definition of a service animal, only dogs are considered service animals with the exception of miniature horses (Miniature horses generally range in height from 24 inches to 34 inches measured to the shoulders and generally weigh between 70 and 100 pounds.). As with service dogs, a miniature horse must be trained to do work or perform tasks for people with disabilities and be under the control of their handler at all times.
 
Universal Studios Florida & Islands of Adventure
 
Service Animals are welcome in all of our restaurant and merchandise locations. In addition, Service Animals are allowed to join their handler at select attractions. Each attraction has its own specific entry and boarding requirements which includes ensuring the Service Animal’s tail and all appendages do not extend beyond the floor of any ride vehicle to safely ride.
 
Portable Service Animal kennels are available while Guests enjoy certain attractions. Team Members cannot assist in the handling of Service Animals. Relief areas are available throughout the resort. Guests can refer to our 2-Park Guide Map or App for specific locations.
 
 
Guests may experience the following attractions with their Service Animal:
 
Universal Studios Florida
 
  •     Animal Actors On Location!
  •     ​The Blues Brothers Show
  •     ​The Bourne Stuntacular
  •     Despicable Me Minion Mayhem
  •     ​E.T. Adventure
  •     ​Fast & Furious – Supercharged
  •     ​Hogwarts™ Express – King’s Cross Station
  •     ​Kang & Kodos’ Twirl ‘n’ Hurl
  •     ​Race Through New York Starring Jimmy Fallon
  •     ​The Simpsons Ride™
  •     ​Transformers™: The Ride – 3D
  •     ​Universal Orlando's Horror Make-up Show
  •     Illumination’s Villain-Con Minion Blast
Universal Islands of Adventure
 
  •     The Amazing Adventures of Spider-Man®
  •     ​Camp Jurassic
  •     ​Caro-Seuss-el™
  •     If I Ran the Zoo™
  •     ​The Cat in the Hat™
  •     ​The High In The Sky Seuss Trolley Train Ride™
  •     ​Hogwarts™ Express – Hogsmeade™ Station
  •     ​Jurassic Park Discovery Center
  •     ​Me Ship, The Olive®
  •     ​One Fish, Two Fish, Red Fish, Blue Fish™
  •     Skull Island: Reign of Kong
  •     ​Storm Force Accelatron®
 
 
Special Events
 
  • Mardi Gras Float Riding: Service Animals are eligible on floats as long as they remain with the guests. Any service animals on strollers will be asked to be removed as those are not allowed on the floats.
 
 
Universal CityWalk
 
Service Animals are welcome in all of our restaurant and merchandise locations.
 
Universal Volcano Bay
 
Trained service animals are welcome at Universal Volcano Bay. Service animals must remain on a leash or in a harness and under the control of their handler at all times. Animals who do not meet the definition of a Service Animal will not be permitted in the park.
 
Service animals are welcome in all of our restaurant and merchandise locations.
 
  •     Service Animals are not allowed on the rides.
  •     Service Animals are not allowed in the wave pool or rivers (per Florida Health Department Code).​
  •     Portable kennels are available for a Guest’s Service Animal while that guest is on each ride. The handler should visit Volcano Bay’s Guest Services or Concierge for further assistance with the portable kennels.
 
Removing Service Animals
 
A person with a disability cannot be asked to remove their Service Animal from the premises unless:
 
  •     The dog is out of control and the handler does not take effective action to control it
  •     The dog is not housebroken
 
When there is a legitimate reason to ask that a Service Animal be removed, Team Members must offer the person with the disability the opportunity to obtain goods or services without the animal’s presence.
 
Service Animal Relief Locations
 
Universal Orlando Resort™ offers Service Animal Relief stations inside the parks and CityWalk.
 
 
For more information about ADA Service Animals, please direct the guests to ada.gov >.
 
Prostheses
 
Guests should review the attraction requirements to ensure rider eligibility as some of our attractions have specific natural limb requirements to ride safely. If permitted to ride, any Guests with prosthetic devices will be required to ensure the device is properly attached and must have the ability to remain in proper riding position throughout the attraction experience.
 
Guests must remove all prosthetic limbs to prevent hazards or loss due to ride forces on the following rides:
 
  • ​Pteranodon Flyers
  • ​Hollywood Rip Ride Rockit
  • ​VelociCoaster
 
All Prosthetic Limbs
Prosthetic limbs should be properly attached before riding the following attractions to prevent hazards or loss due to ride forces:
 
Universal Studios Florida
 
  • ​Despicable Me Minion Mayhem
  • E.T. Adventures
  • Fast & Furious - Supercharged
  • ​Harry Potter and the Escape from Gringotts™*
  • Kang & Kodos’ Twirl ‘n’ Hurl
  • Men In Black™ Alien Attack™
  • ​Race Through New York Starring Jimmy Fallon
  • ​Revenge of the Mummy*
  • The Simpsons Ride™
  • ​Transformers™: The Ride-3D
Universal Islands of Adventure
 
  • ​The Amazing Adventures of Spider-Man®
  • ​The Cat in the Hat™
  • Doctor Doom’s Fearfall®
  • ​Dudley Do-Right’s Ripsaw Falls®
  • ​Flight of the Hippogriff™
  • ​Harry Potter and the Forbidden Journey™
  • Hagrid’s Magical Creature’s Motorbike Adventure
  • The High in the Sky Seuss Trolley Train Ride!™
  • The Incredible Hulk Coaster®
  • ​Jurassic Park River Adventure
  • One Fish, Two Fish, Red Fish, Blue Fish™
  • ​Popeye & Bluto’s Bilge-Rat Barges®
  • ​Skull Island: Reign of Kong
  • ​Storm Force Accelatron®
 
*When seated, one natural full leg must fit under the shin guard and the other leg, natural or prosthetic, must extend to the edge of the seat (Mummy) or terminate below the knee (Gringotts)
 
Volcano Bay
Any Guest with a prosthetic device will be required to ensure the limb is properly attached where prosthetics are permitted. For a list of all attractions’ requirements and accommodations, please refer to Universal Volcano Bay Rider’s Guide​.
 
On attractions where prosthetic limbs must be removed, certain hand, arm, leg, and joint elements are required to ride safely. Any prosthetic with exposed sharp adornments that may damage the slide must be removed and left with a non-rider. Universal is not responsible for water damage to prostheses.
 
Oxygen Tanks
 
Oxygen concentrators or other related devices may be allowed if they can be secured and not interfere with the ride restraint. Guests should see an attendant for specific requirements and accommodations at each attraction.
 
Due to the dramatic movement of the ride vehicles and the nature of certain special effects at Universal Orlando, oxygen tanks are only permitted, at the following locations:
 
Universal Studios Florida
 
  • ​Animal Actors On Location!
  • ​Despicable Me Minion Mayhem (stationary seating)
  • ​Hogwarts™ Express – King’s Cross Station
  • Ollivanders™
  • ​Universal Orlando’s Horror Make-Up Show
  • The Bourne Stuntacular
  • Illumination’s Villain-Con Minion Blast
Universal Islands of Adventure
 
  • ​Camp Jurassic (except Pteranodon Flyers)
  • Hogwarts™ Express – Hogsmeade™ Station
  • If I Ran the Zoo™
  • ​Jurassic Park Discovery Center
  • Me Ship, The Olive®
  • ​Ollivanders™
 
Volcano Bay
 
Oxygen tanks are only allowed in dry areas of Universal Volcano Bay. Dry areas include merchandise and food locations, cabanas, common walkways, and beach areas​. If riding, oxygen tanks will need to be left with a non-rider.
LOCATION-SPECIFIC
Volcano Bay Ride Requirements
 
The below policies apply ONLY to Universal Volcano Bay. For resort-wide requirements that also include Volcano Bay, refer to the other tabs on this page.
 
Guests can find specific information for each attraction on advisory signs posted near each ride. A Volcano Bay Riders Guide > will also be available at Guest Services locations.
 
Life Vests & Swim Ability
 
A U.S. Coast Guard approved Life Vest is required for children under 48” (122cm) on certain attractions. Non-swimmers are recommended to wear life vests in all areas where life vests are permitted.
 
  • ​Life Vests are provided complimentary and can be found throughout the park.
  • There will be different sizes organized by color. Infant Life Vests are available as well. For Guests with certain body dimension limitations, we do have a limited supply of vests that are available upon asking Concierge, a Lifeguard or Guest Services.
 
Riders should assess their own ability to swim prior to boarding any slide or attraction. Riders should also review all warning signage posted at the entrance to each attraction prior to making a decision to ride. Strong swimming ability is required at both Ohyah and Ohno Drop Slides as well as the TeAwa Fearless River.
 
Casts or Braces
 
Casts or braces, where permitted, must fit comfortably in ride unit and not interfere with proper functioning of the ride experience. Universal is not responsible for water damage to casts or braces​. ​If Guests are in doubt about their ability to safely experience a ride, please consult with an attraction attendant or Guest Services for further information.
 
Attraction Physical Requirements
 
Krakatau Aqua Coaster:
Independently maintain themselves in an upright position while seated. Two natural functioning hands are required. Continuously hold the handles during the entire ride experience and must also be able to absorb the sudden and dramatic movements including sudden accelerations, dramatic tilting, and jarring actions. No lap sitting.
 
Ko’okiri Body Plunge:
Stand with back, head, and heels against the wall of the capsule, with legs crossed below the knee and arms crossed over the chest and maintain this position throughout the entire ride. At minimum, two natural arms that terminate below the elbow are required and two natural legs that terminate below the knee are required. Must also be able to absorb the sudden and dramatic movements including sudden accelerations, dramatic tilting, and jarring actions.
 
Kala & Tai Nui Serpentine Body Slides:
Stand with back, head, and heels against the wall of the capsule, with legs crossed below the knee and arms crossed over the chest and maintain this position throughout the entire ride. At minimum, two natural arms that terminate below the elbow are required and two natural legs that terminate below the knee are required. Must also be able to absorb the sudden and dramatic movements including sudden accelerations, dramatic tilting, and jarring actions.
 
Ohyah & Ohno Drop Slides:
Lay feet first, face up, with legs crossed below the knee and arms crossed over the chest while riding. At minimum, two natural arms that terminate below the elbow and two natural legs that terminate below the knee are required. Must also be able to absorb the sudden and dramatic movements including sudden accelerations, dramatic tilting, and jarring actions. All riders must have strong swimming ability. This attraction exits into a 10-foot (3-meter) pool.
 
Maku:
Sit upright with legs (natural or prosthetic) towards the middle of the raft and maintain an upright position throughout the entire ride. Two functioning hands (one may be a functioning prosthetic) are required. Continuously hold the handles during the entire ride experience. Must also be able to absorb the sudden and dramatic movements including sudden accelerations, dramatic tilting, and jarring actions. No lap sitting.
 
Puihi:
Sit upright with legs (natural or prosthetic) towards the middle of the raft and maintain an upright position throughout the entire ride. Two functioning hands (one may be a functioning prosthetic) are required. Continuously hold the handles during the entire ride experience. Must also be able to absorb the sudden and dramatic movements including sudden accelerations, dramatic tilting, and jarring actions. No lap sitting.
 
Taniwha Tubes:
Sit upright with legs (natural or prosthetic) towards the front of the tube and maintain an upright position throughout the entire ride. Two functioning hands (one may be a functioning prosthetic) are required. Continuously hold the handles during the entire ride experience. Must also be able to absorb the sudden and dramatic movements including sudden accelerations, dramatic tilting, and jarring actions. No lap sitting.
 
Punga Racers:
At minimum, two natural legs that terminate below the knee are required.  You should be able to independently lie back with your head and torso against the slide surface with legs crossed below the knee and support your torso, neck and head while to absorbing the sudden and dramatic movements including sudden accelerations, dramatic tilting, and jarring actions through the end of the run-out lane.
 
Ika Moana:
Sit upright with legs (natural or prosthetic) towards the middle of the raft and maintain an upright position throughout the entire ride. Two functioning hands (one may be a functioning prosthetic) are required. Continuously hold the handles during the entire ride experience. Must also be able to absorb the sudden and dramatic movements including sudden accelerations, dramatic tilting, and jarring actions. Double riders must sit across from each other. No lap sitting.
 
Honu:
Sit upright with legs (natural or prosthetic) towards the middle of the raft and maintain an upright position throughout the entire ride. Two functioning hands (one may be a functioning prosthetic) are required. Continuously hold the handles during the entire ride experience. Must also be able to absorb the sudden and dramatic movements including sudden accelerations, dramatic tilting, and jarring actions. Double riders must sit across from each other. No lap sitting.
 
Tot Tiki Reef:
Sit upright with legs crossed at the ankles or lay back face up with feet first and with legs crossed at the ankles throughout the entire ride. At minimum, two arms that terminate below the elbow (one may be a functioning prosthetic) are required. Infants must be able to independently support their head and neck. No lap sitting. Diaper age children must wear swim diapers covered by their swimsuit.
 
Runamukka Reef:
Sit upright with legs crossed at the ankles or lay back face up with feet first and with legs crossed at the ankles throughout the entire ride. At minimum, two arms that terminate below the elbow (one may be a functioning prosthetic) are required. Infants must be able to independently support their head and neck. No lap sitting. Diaper age children must wear swim diapers covered by their swimsuit.
 
Waturi Beach:
Be able to independently support themselves during sudden onset of waves and currents. Diaper age children must wear swim diapers covered by their swimsuit.
 
Kopiko Wai Winding River:
Be able to independently support themselves throughout the experience. Diaper age children must wear swim diapers covered by their swimsuit.
 
TeAwa Fearless River:
Be able to independently support themselves throughout the entire attraction experience.  Children under 48” (122cm) must enter the river accompanied by a Supervising Companion.
Weather
Rain & Cold Weather
 
Please be advised that we do not offer rain checks for inclement weather. Thunderstorms occur daily during the summer in Central Florida, and they are beyond our ability to control. Severe weather may force our outdoor attractions to temporarily shut down for the safety of our guests and team members; however, our indoor attractions, shops, and restaurants remain in operation. Please be assured that we make every effort to reopen all affected attractions and rides as soon as safely possible.
 
When facing inclement weather we want to ensure not only the safety of our team members and Guests but also maintain our safety, social distancing, and sanitization guidelines. Designated weather shelters will be deployed across the property.
 
Volcano Bay
 
For the safety of our Guests and our Team Members, we may need to temporarily close our attractions when severe weather happens. Tickets are non-refundable. In the event of lightning within close proximity to our parks, all outdoor rides and attractions will suspend operation for the safety of our Guests. We will resume normal operation when it is safe to do so. During times of suspended operation, Guests are invited to explore the various indoor shops or dine at the restaurants. Merchandise and food items are available for purchase.
 
Park Operations will continue during rainy weather.
 
Weather Shelter Locations
 
Universal Studios Florida
 
  • Transformers™: The Ride – 3D (covered extended queue line)
  • Animal Actors on Location! (covered area in front of theater)
Islands of Adventure
 
  • Captain America Diner
  • Toon Lagoon Ampitheater
  • Comic Strip Cafe
  • Lost Continent Theater
  • Circus McGurkus Cafe Stoo-pendus
Volcano Bay
 
  • North Beach Pavilion
  • Rainforest Village Locker
  • Vol, The Spirit of Krakatau (covered area inside the volcano)
  • Longhouse (covered area at the park entrance​)
 
Volcano Bay Cold Weather Policy
 
Universal Volcano Bay is a year-round park. If cold weather results in the need to alter our operating schedule, we will be sure to communicate that message broadly.
 
Closing Heated Pools
Although Volcano Bay's water is warmer during cooler months, it is industry standard that water parks close for various weather conditions, including cold weather.
 
Cabana or Premium Seating Reservations
Guests who have a Cabana or Premium Seating reserved should call (877) 489-8068 to discuss their options.
UOR 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.
 
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 your place of residence, within 7 days of your arrival, you can contact our team in advance to reschedule or cancel your Universal Parks & Resorts Vacations Package, hotel room only accommodations and Universal Orlando theme park tickets booked directly with Universal Orlando, without any cancellation or change fees imposed."
 
"We want you to feel safe and will work with you directly to best accommodate your needs. If you have additional questions or need to change or cancel your travel plans, please contact a member of our Guest Contact Center team."
 
Vacation Packages:
 
Consumer Direct PurchasedTickets:
(407) 224-7840
 
Hotel Only:
1 (800) 232-7827
 
Restrictions
  • Additional elements including air, car rental or other theme park tickets are separate and not part of this policy.
  • 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
  • Waiver of cancellation charges or fees for changes applies to hotel accommodations and Universal Orlando theme park tickets only booked through Universal Orlando.
  • 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.
  • Availability of same accommodations cannot be guaranteed for rescheduled vacations dates.
  • 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.
  • 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.
  • Guests calling to cancel or modify bookings must be 18 years of age or older.
  • 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.