Universal Helios Grand Hotel, a Loews Hotel

Location & decore plus amenities

Room was a bite small

beautiful hotel - friendly staff - great view from room - loved early admission into epic

Bar Helios was not great. Hostess was rude when I asked to be seated outside even though I had requested it in the notes and there were plenty of tables available. Service was extremely slow and menu is super limited. Would not eat there again

Very nice pool great location if you’re going to epic theme park, outside of the costumer service not knowing how to help it’s great

Charged my card more than double they were supposed, initially told me it was the bank’s because they pulled it, it was not the banks fault and they apologized but I’m still waiting for the money days later…on vacation lol

Friendly staff.

Small room. Few amenities. Overpriced rate and food. Isolated location

The location

Took forever to check in. Was celebrating our anniversary, I told the people in the restaurant and they said they would do something special and never did.

Location

Lack of affordable food and drink options

Location to Epic Universe

Way overpriced for an average hotel

So overpriced for what this hotel offers

location and room decor

the elevator floors where dirty

Our stay at Helios Grand was wonderful! My family and I really enjoyed ourselves. We loved the convenience and early access to Epic Universe, the views of the park were spectacular, and the food and drinks were amazing. The staff was so pleasant and customer service was outstanding. We are already planning our return to Helios Grand for another epic family vacation!

The shower in the suite that we stayed in had poor drainage, a minor inconvenience. We let a staff member know at check out and they sent someone up to fix it. We would stay at Helios Grand in the future.

That it was attached to Epic was the only good thing

Horrible beds, horrible pillows, horrible linen - was so happy to check out

Amazing views. Outstanding customer service. Comfortable and clean. Couldn’t have asked for more.

Nothing. It was perfect

Proximity to the park is absolutely incredible. We love a good Loews stay! This is now our favourite and has knocked Royal Pacific off the spot for the foreseeable. Book a park view room - AMAZING! I sat staring at the park for so long and watching the fountain show from the room was incredible! Love the IPAD that controls everything very snazzy choice! The lil things like the amounts of sockets and usb charging sockets.

Price - BUT to be expected! Hopefully over time they’ll extend the Universal Express to be included like the other 3 hotels! It did lack a lil of luxury we were expected and elements of RP trumped it but again it’s a new hotel and that’s to be expected when it’s only open a few months. The lobby area is quite small again in comparison to RP. Not sure if they do daily service on the room maybe we missed some information on check in on this but our room wasn’t cleaned or serviced while we stayed! We did have a back to back stay maybe this impacted it! A tiny thing the lack of a locker or shelf on both sides of the bed!

Loews never disappoints but for us the big plus was being inside the park.

Maybe include the soda fountain as part of the refills if you have the universal cups.

My tablet in my room was not working and they fix it next day. The parking lot my room key was not working and they gave me a new room key and the person staying next to me 772 room was putting her music and unfortunately i can hear everything in ny living room Celestial suite 778. Everything else was wonderful including the staff ..

New and in resort

Didn’t give fast pass like other Lowe’s properties

We had a fantastic stay, all the staff was very friendly and super helpful. We had a park view room WOW ! Would definitely recommend. Special thank you to Andy for taking the time to talk to our girls and making them feel so special. We will be back. Perfect.

There wasn't anything we didn't like, we loved it all.

All the personal were very kind with us during our stay

The location with the park, the food, the room and the pool

Good view of the park from our roomLocation of hotel to the park

$600 was taken from my card at check in to cover any incidentals that might occur during my stay of three nights, however when it came to refunding the money I was told it would take up to 30 business days to be put back in my account.Firstly $200 per night is far too much to take for incidentals and this sum is non negotiable!!Secondly, as I write this review I have not received my money back.On another note, our room was not ready upon arrival despite being over an hour later than the agreed check in time, disappointing for such an expensive room.Finally the club level food was extremely poor, with multiple offerings being either out of date or as was the case with the fresh fruit just plain rotten.The club room itself is far too small for the number of guests on club level, we had to join other guests at their tables multiple times just so we could eat our food. Again, for the money charged extremely poor.

Hotel and facilities and staff excellent, purpose of stay was early hour to epic universe which was unfortunately an awful experience, hotel fine

Epic universe all rides closed or down or delayed majority of the day, no offers of compensation on ticket from guest relations. I know this is separate from the hotel