Loews Royal Pacific Resort at Universal Orlando — Hotel in Orlando

I never complain at hotels, as I’m always very thankful to just be getting away. However, this was our 2nd time staying at this resort, and the 2nd time we’ve had an issue. Incredibly disappointing level of service, given that we spent $700 a night on a standard 2 queen room. The shower would not drain and was overflowing very quickly on the first night we arrived. Housekeeping would’ve noticed this immediately while they were cleaning the shower and should’ve had it reported and fixed before allowing a guest to check in. There were five of us in the room and because maintenance never came when we called, we were not able to take showers and had to cancel our dinner reservation. We also requested a rollaway bed at the time of the reservation. Nowhere on the website did it say a rollaway bed was an extra charge. It simply stated that our room accommodated five guests and rollaway beds were available. They should’ve stated that the room accommodated 4 guests for that nightly rate, and rollaway beds were extra. Saying that the room accommodates five but charging more above the advertised price for 5 is false advertising. When we checked in, and I again requested a rollaway bed, still nothing was said. And then when the rollaway bed was delivered, again, nothing was said. I didn’t realize they charged me $140 for use of a rollaway bed until we had gotten home the next day and I got the final bill. We’ve stayed at very high-end hotels like the Ritz Carlton and Sarasota and in Orlando, and I have never been charged for a rollaway bed. I emailed the resort and voiced my concerns about maintenance not showing up to fix the shower and the undisclosed charges. I did get a response, but unfortunately it was just an emailed “sorry, we’ll try to do better next time before the next guest.” I understand that we were there over the holidays and it is an incredibly busy season, and I’m sure people complain all the time about ridiculous little things. But when you have passholders that are paying a lot of money to stay at a resort, over a week, and trusting you with their stay during a holiday, then the level of service should be higher. I don’t expect perfection, but I also expect more than a Holiday Inn level experience for $700 a night. We had plans to return at Valentine’s Day and stay again to attend the luau, but we have decided to take our business elsewhere after the last two experiences. We own an Airbnb and completely understand that things beyond an owners control can sometimes happen, like maintenance issues that are unforeseen. But we bend over backwards for our guests as to not disturb their vacation, and compensate them if they’ve experienced any inconvenience or loss. All they needed to do was make it right. And they would’ve earned my business back. People have had a really hard last few years in this economy, and when we choose to spend a lot of money at an establishment, that should be reflected. If it’s not, no problem, but we’ll pass on coming back. I love Universal Orlando and truly hope they can get it together better with guest relations. Also, if you’re choosing this hotel for the free express passes, I would consider other options. It might work better to stay in one of their cheaper, hotels, offsite, and pay for the passes. We knew the express passes would not be valid for Hagrid‘s motorbike ride, so two of the days we got up very early to access the park early to get in line, but both of those days, even the people staying at the hotels who had early entry were not permitted to ride. They had pre-planned delayed openings for that ride both days, that were not reflected on the app in a timely manner, in order to set that time aside for people with accommodations. While I appreciate their inclusion & care for people with different needs, I also felt like I got duped b/c I was allowed to come in the park an hour early, but wasn’t allowed do what I got to the park early to do. They need to figure out a better way to accommodate all people. Don’t offer your hotel guests early access if there’s no...

Our family drove from Texas to Florida, We got to the Loews Royal Pacific Resort with beautiful veiws and looked well taken care of. We walked in immediately hit with a wonderful relaxing smell (we did end up asking what the signature smell was and they gave us a card with the aroma mixture on it 😍). Unfortunately the wonderful smell does NOT extend to the rooms, bummer. We got in our room and all we smelled was musty mildew smell so disappointing! The furniture was wet and when we tried to take a shower after a 16 hr drive before our dinner reservations the shower was clogged and immediately started to overflow. We let them know at the front desk and they offered to have someone come fix the shower which they were suppose to come within 30 minutes but did not. called the front desk again and they said they would get someone up there Noone came still. I called one more time and the manager maintenance guy said he'd personally come up. He plunged the shower and left dirty towels and water on the floor, but it was unclogged. I had to change our dinner reservation due to waiting on the shower issue. Then the TV remote stopped working so we called about that and just said they could come in when we left. As we left to go for our dinner we stopped at front desk letting them know about the smell and the offered to move us the next day bc they had no availability and said if we had everything packed they would move it to the new room while we were at the park or they could have someone come in and try to clean the room that night ( i told them no i dont want that hassell just move us in the morning please). Someone messaged me from hotel while we were at the park the next day saying our new room was ready and to stop by front desk so we could get keys and move our stuff to the new room. I said I thought u all were doing that for us? Someone replied that they didn't realize we wanted them to, but they would. We got into our new room the toilet wouldn't flush completely unless u flushed it 3 times the TV remote wasn't working 3 different times they came and fixed it and finally decided to replace the TV. Had asked the 3rd day we were there if we could have our bedding changed and room serviced which they said they normally wait until after 3 days but they agreed. The after 3 day service is not true bc it does say on their site every 2 days they are suppose to service the room. We got back from lunch and bedding was still not changed and room not cleaned around 2 so called to see when they were going to do it they said before 5. So went to arcade at hotel and just relaxed a little came back about 530 room still wasnt done so called again they said theyd send someone. Went to dinner came back to room about 7 and it looked clean, but then pulled covers back and on the kids bed was still sprinkles from my daughters cookie she ate so they did not change the bedding just tried to act like they did and left no shampoo no clean towels and no toilet paper. Called front desk to let them know and I said it is already late and the bedding wasn't done explaining everything. The front desk said that she'd send them to do it right. I asked how long bc we need to take a shower and sleep so we can get up for the park in morning, she said she'd send someone immediately. This is suppose to be a premiere resort, but we had problems the whole time that we should not have had to deal with. The pool even closed bc after a storm they said something about the levels not sure what that meant. When asked when it should open the lifeguards said "oh I have no clue it could take all night" then proceeded to try to send other people accross the bridge to swim at a sister resort which that resort ended up sending them back saying they couldn't swim there. On a good note the river boat transportation and the free unlimited fast passes for universal were great, those 2 things saved the vacation. Really was hoping for something better then what we got for the price we paid, just...

The location of this hotel is great. If you are going for location then this is a great place. However, it’s very overpriced for that. Moreover there is a complete disconnect in the staff communication at this hotel. We booked a package with Costco, I called and confirmed the reservation, came with my paperwork and booking number. They asked for my husband‘s name when we checked in, even though I booked it, and the woman at the desk proceeded to tell us that we didn’t have a reservation till the next night. Panicked I said, but wait I have the paperwork I called and confirmed and we’re here. She insisted that we had made a mistake. Refused to look at my paperwork, refused to go back and ask for help, kept insisting that we didn’t have a room until the following evening. Kids are watching they’re getting upset. My husband and I are getting upset. We just flew in. After we insisted that she look at the paperwork we brought, after sitting at the desk for a half hour trying to figure out what we were going to do, she realized it was her mistake. Did I mention that she had asked for my husband‘s drivers license to confirm his identity. She actually took the drivers license and looked at it and confirmed that we weren’t checking in until the next night. However, she had confused it with a completely different name, checking in the next night. The “security” measure that the hotel has in place is not only useless, it was far more concerning that she was looking at the computer screen and looking at my husband‘s drivers license and thought they were two of the same. Who else would she let up to our room then? We wanted to bring this up to the managers attention, but that’s the stopgap of this hotel. There’s no communication with staff in the hotel. You simply go by text message. There’s no way to talk to the manager, no way to call him. You wait for him to call you. Further, three days into our five day stay they sent us a text message telling us to prepare for check out the following morning and hope that we enjoyed our stay. Again pulled up my paperwork started to panic and said no this is wrong. We have two more days on our stay. Dead silence. After trying to call and send multiple text messages I get a message that they’re sorry they made a mistake again. OK. Still can’t get a hold of the hotel manager because I’m sending text messages. I get limited communication, in which he initially tells me that they can’t be responsible for 3rd party booking. No. This is not a This is not a flyby night, this is to Costco. This was not Costco‘s problem or fault, this was the fault of the hotel that refused to look at the booking number that I had that correlated with a hotel. And no, this is not my first time traveling. We are seasoned travelers and are well prepared.. Then he assures me that he will refund a small portion to make up for not one, but both major stressors. Great. Guess what. A month goes by. Again I can’t call him. I can’t email him. I can only send text messages because that’s how this hotel rolls. He tells me that the refund has been in process and it’s costcos fault for not processing it. Finally I called Costco who we booked it with and thank goodness for Costco. They had NOT heard from the hotel at all. Nope. The hotel never began to process the partial refund they promised. Gotta love Costco though; They reached out and they had it resolved within 12 hours. The restaurant staff was nice, however, extremely overpriced. The location is great. But Lord help you if you have any issue, you can’t actually communicate with anyone. This was a one and done and we won’t stay here again. Waaaaay too many issues. We just listed the major ones. I’m not looking for more stressors on vacation. Royal Pacifico you dropped the ball To note; the mangers...