Universal Orlando Resort’s Epic Universe is poised to be one of the most exciting theme park openings in years. With the official grand opening set for May 22, anticipation is reaching a fever pitch as fans and visitors prepare to experience this all-new park.
But Epic Universe isn’t just about the rides and attractions; the resort’s new hotels promise an immersive and luxurious place to rest after a full day of adventures. The three new hotels—Stella Nova Resort, Terra Luna Resort, and Grand Helios Hotel—have already begun welcoming early guests, providing a glimpse into the kind of stay Universal hopes to offer.
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These hotels are designed to match the innovation and detail found inside the park itself, boasting elegant designs, unique themes, and amenities tailored to elevate any vacation. The Grand Helios Hotel, in particular, stands out as the crown jewel among the new properties. Offering guests exclusive park access, multiple room types, and upscale services, it’s the kind of place where many expect nothing less than perfection.
But recent guest reports from the Grand Helios Hotel have revealed a different side of this luxury experience—one that’s left some visitors disappointed and frustrated.
Among the premium room offerings at Grand Helios are the Presidential Suites, expansive accommodations featuring private bedrooms, spacious living areas, and kitchenettes, designed for guests who want both comfort and exclusivity. Staying in one of these suites is a significant investment, with rates reflecting the high-end amenities and service that come with it.
Unfortunately, some guests who recently checked into these Presidential Suites encountered flooding problems.
According to a report shared on X by user Belle (@FiBelleFi), a number of the suites suffered from water damage that compromised the guest experience. What made matters worse was how the hotel responded.
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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The tweet struck a chord with the online community, many of whom expressed disbelief and sympathy for the guests. Several commenters with backgrounds in hospitality called the situation “disrespectful” and criticized the hotel’s apparent unwillingness to fully compensate affected guests.
In a follow-up tweet, Belle added:
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
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This sentiment resonated with many who believe that fair pricing and transparency are critical, especially when guests choose to pay premium rates for a top-tier experience. The idea of paying for a Presidential Suite but ending up in a lesser room, combined with a small gift card as compensation, didn’t sit well with many.
However, the story doesn’t end there. Following feedback from guests and the public, it appears that Grand Helios management took the concerns seriously. Belle provided an encouraging update shortly afterward:
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
This willingness to address and rectify the issue demonstrates a commitment to guest satisfaction, which will be crucial as the Epic Universe experience rolls out to the wider public.
It’s important to note that while Universal Orlando Resort brands these hotels as part of its overall resort experience, the properties are actually owned and operated by Loews Hotels.
Loews has a long-standing partnership with Universal and manages several resorts on-site, including well-known properties like Loews Portofino Bay Hotel, Hard Rock Hotel, Royal Pacific Resort, and Sapphire Falls Resort, in addition to Universal’s newer hotels such as Cabana Bay Beach Resort, Aventura Hotel, and the Endless Summer resorts.
This partnership means the guest experience at these hotels reflects on both Universal and Loews, so maintaining high standards across the board is essential.
As Epic Universe’s opening draws near, and more guests begin to explore these new hotels, situations like this serve as reminders of the challenges new resorts face—and the importance of responsive, guest-focused management.
Whether you’re planning your first visit to Epic Universe or are a seasoned Universal traveler, keeping an eye on guest feedback and updates like these can help you make informed decisions about where to stay.
What do you think about the way the flooding issue was handled at the Grand Helios Hotel? Would you expect a different response if you were a guest? Have you stayed in any of the new Epic Universe hotels yet? Let us know your thoughts and experiences in the comments below.
