Loews Royal Pacific Resort at Universal Orlando

More than worth money. Loews will satisfy! Clean Friendly Organized. Huge bargain with express pass. Boats are quick to parks and hotel. Loews may be the best hotelier now. We have never had an issue left unresolved. Management has your enjoyment as #1 priority.

6th visit to a Universal resort this summer. We usually stay at Sapphire Falls as we don't go to the parks. We have always felt safe this summer but NOT this time. This resort was very crowded. It had to be at 70-80% occupancy. Parking was very difficult even in the overflow lot. Check- in was fine. The room was nice and clean. We had to wait for single travel party elevators most times. Mask wearing was ok, not great. Smoking was allowed as soon as you walked out of building 1. No mask wearing there. It was difficult to follow social distancing by the pool. We preordered a cabana for two days to try and keep our group away and safe. People/staff just moved chairs closer. There was not enough staff the 1st day. The restrooms by the pool were not clean. We waited but no one cleaned that high touch area. Thank goodness the 2nd day we had AMY. She was great!. We definitely miss the professional and friendly pool staff at Sapphire Falls. Unfortunately we probably won't be returning until Sapphire reopens. Hopefully they get their resort staff back.

My husband and I have stayed at the resort previous times and have always received top level service and a pleasant stay. Unfortunately, this time was not so pleasant. Our stay was September 4 to September 7, over the Labor Day holiday. To start things off, we had issues using the charging privileges on our room key. It would work some of the time and then not others. Several team members would try to fix this and it would be fixed for a while but then it would quit working again. To get the charging to work again took some time and ate up some of our valuable vacation time. Secondly, on Saturday September 5th, we were in our room with our dogs. We were watching some tv and relaxing after a long day at the parks and while we are relaxing our smoke alarm goes off. The alarm is piercing to the ears and not only did it scare us to death, our poor dogs were terrified. We removed ourselves and the dogs from the room and we alerted the front desk. From what I understand, there was a malfunction of the smoke alarm and it was cleaned and reset. We understand these things happen but with the issues we had following this, it just compounded to make it not a very enjoyable stay. On Sunday September 6th, I noticed on our account that we were double charged to our room for our breakfast at Islands in the amount of $70.96. We were able to have this rectified, but had to go to the front desk, which ate up more valuable vacation time, to have this addressed. Lastly, here is the issue that pushed me over the edge and made us completely displeased with our stay. At about midnight Sunday night, we were awakened by a team member BEATING on our door, not just a knock, but a closed fist beating on the door. It appeared he was delivering a rollaway bed that we did not request as we could see him and the bed through our peep hole. We did not answer because, quite honestly, with how hard and loud he was beating, we were a little scared. We woke up the next morning, and went to walk out of our room to let our dogs out to relieve themselves and found the rollaway bed placed squarely in front our door. I have attached a photo for you to view. This is COMPLETELY UNACCEPTABLE! This is a fire hazard and that bed could have fallen in on one of us or our dogs when we opened the door. I made this issue known to the front desk day manager on Monday morning before checkout. I did not feel that she was very sympathetic to all of the issues that we encountered during our stay. We had just stayed at Loews Royal Pacific 6 weeks previous and had a wonderful time with wonderful service. I am not sure what happen, but there was definitely a break down in the overall service experience that I have come to know with Loews Hotels. Due to this horrible experience, We will no longer stay at Royal Pacific in the near future. In closing, I hope these issues are taken very seriously, particularly the issues with health and safety of your guests. These were NOT minor issues, but certainly issues of liability for your hotel and resorts. Due to this, it makes me leery to even stay at any of your hotels, because of safety.