The excitement surrounding Universal Orlando Resort’s Epic Universe has been building steadily, with fans and visitors alike eagerly counting down to its grand opening on May 22. In the weeks leading up to this momentous debut, select guests—including Annual Passholders, media, and Universal team members—have had the chance to explore the sprawling new park and enjoy its fresh attractions, dining experiences, and exclusive merchandise.
Adding to the buzz, Universal’s three brand-new hotels that flank the park have also begun welcoming early visitors, offering a luxurious place to stay just steps away from all the Epic Universe magic.
Related: The Walt Disney Company Breaks Silence on Epic Universe as Theme Park War With Universal Heats Up
The anticipation has been high, and expectations for the new resorts are nothing short of sky-high. Universal’s newest accommodations—the Stella Nova Resort, Terra Luna Resort, and Grand Helios Hotel—are all designed to elevate the guest experience and immerse visitors in the themed storytelling that makes Universal Orlando Resort such a favorite vacation destination.
From stylish standard rooms to ultra-luxe suites, these hotels aim to provide an unforgettable stay that complements the thrills inside the park. But with any new launch, there’s always the potential for hiccups, and some recent reports from guests staying at the top-tier Grand Helios Hotel have raised some serious concerns.
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Universal’s Grand Helios Hotel is the crown jewel of the Epic Universe resort hotels. It boasts a dedicated park entrance exclusive to its guests and offers a range of accommodations, from standard rooms to Club Level rooms that include extras like continental breakfast, private lounges, evening hors d’oeuvres, and concierge services.
At the top of the line are the expansive suites, featuring private bedrooms, living areas, and small kitchens—perfect for guests expecting a premium experience worthy of their investment.
However, several guests who recently stayed in the hotel’s Presidential Suites were met with an unexpected and frustrating problem: flooding.
According to X user Belle (@FiBelleFi), some of these suites experienced water intrusion severe enough to impact the quality of the rooms. What added to the frustration was how the hotel handled the situation.
The Presidential suites at Helios flooded.
Hearing from guests with reservations today and am embarrassed by how badly @Loews_Hotels treated them.
Being offered only a $100 GC and still charged the full Presidential rate suite for a lessor suite is stinky business.
The Presidential suites at Helios flooded.
Hearing from guests with reservations today and am embarrassed by how badly @Loews_Hotels treated them.
Being offered only a $100 GC and still charged the full Presidential rate suite for a lessor suite is stinky business.
— Belle (@FiBelleFi) May 12, 2025
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This tweet quickly gained traction, with many commenting in disbelief that guests were charged full price for their premium suites yet offered a significantly downgraded room and a mere $100 gift card as compensation.
For these guests who have flown across an ocean to visit the US, this not only tarnishes the @Loews_Hotels
and @UniversalORL brands, but leaves a poor impression of the local market.If you need to offer a less expensive room, you should be charging the less expensive price.
For these guests who have flown across an ocean to visit the US, this not only tarnishes the @Loews_Hotels and @UniversalORL brands, but leaves a poor impression of the local market.
If you need to offer a less expensive room, you should be charging the less expensive price.
— Belle (@FiBelleFi) May 12, 2025
The situation has sparked considerable discussion within the theme park community, as travelers expect transparency and fair treatment—especially when paying top dollar for high-end accommodations.
Universal Orlando Resort has long cultivated a reputation for listening to guest feedback, and it seems Loews Hotels—the company that owns and operates the Grand Helios, along with other Universal properties—may have taken note.
In a positive turn of events, Belle updated her followers the next day, sharing that the hotel management had offered full refunds to the guests affected by the flooding:
Update: During checkout, management apologized to these guests and issued them a full refund.
I am happy that Helios management not only did the right thing, but went above expectations to make it right.
This is in line with the management I’ve met who were open to feedback.
Update: During checkout, management apologized to these guests and issued them a full refund.
I am happy that Helios management not only did the right thing, but went above expectations to make it right.
This is in line with the management I’ve met who were open to feedback.
— Belle (@FiBelleFi) May 13, 2025
Related: Epic Universe is Showing Disney World How It’s Done
This response shows a willingness to correct mistakes and prioritize guest satisfaction, something that will be crucial for Universal as it continues to welcome guests to Epic Universe.
It’s important to clarify that while the hotels are part of the Universal Orlando Resort experience, they are owned and operated by Loews Hotels. Loews has a long-standing relationship with Universal and manages several properties on the resort campus, including Loews Portofino Bay Hotel, Hard Rock Hotel, Royal Pacific Resort, and Sapphire Falls Resort, in addition to newer properties like Cabana Bay Beach Resort, Aventura Hotel, and the Endless Summer resorts.
Universal’s collaboration with Loews means that guest experiences in these hotels reflect on both brands, and ensuring consistent, high-quality service is critical. This incident with the flooded suites at Grand Helios highlights the challenges new resorts can face, but also underscores the importance of prompt, customer-focused resolution.
As Epic Universe gets ready to officially open its gates, the excitement will no doubt continue to build, with more guests eager to experience everything this new park and its hotels have to offer. For those planning their trips, it’s worth staying informed about the latest developments and guest experiences, so you can make the best choices for your vacation.
What do you think about how the flooding issue was handled at the Grand Helios Hotel? Have you stayed at any of the new Epic Universe hotels yet? Share your thoughts and experiences in the comments below—we want to hear from you!
