Universal Helios Grand Hotel,
a Loews Hotel

Check-In And Check-Out Times
Universal Helios Grand Hotel check-in is at 4 pm, and check-out is at 11 am. You may check out by television, phone, express check-out box available at the front desk or traditional check-out at the front desk.

Deposit Requirements
The credit card will be charged within five business days of the booking date, and the deposit is equal to the first night’s room rate plus tax. Arrivals within five days of booking will have their credit card charged upon hotel check-in. Full cancellation policies apply.

Please note, deposits are forfeited if you check out of the hotel prior to the check-out date.

Accepted Forms of Payment
The following major credit cards, as well as money orders and personal, certified and travel agency checks are accepted for deposits*:

• Visa^®
• American Express^®
• Diners Club International^®
• Discover^®/NOVUS
• Japanese Credit Bureau (JCB)
• Mastercard^®

Transportation
This hotel offers complimentary shuttle bus transportation to the hub at Universal CityWalk for access to Universal Studios Florida and Universal Islands of Adventure theme parks. An additional dedicated bus route connects to Universal Volcano Bay water theme park.

Airport Transportation
Universal’s SuperStar Shuttle provides dedicated welcome service and transportation between Orlando International Airport and our spectacular Universal Orlando Resort Hotels (fees apply). Guests may inquire about booking this service by calling 800-823-4733 prior to their arrival at Orlando International Airport.

Rental Car Service
The Avis^® car rental desk is located in the hotel lobby and is open seven days a week from 8 am – 4 pm.

Overnight Guest Parking
Self parking: $36* plus tax per night, per vehicle.
Valet parking $45* plus tax per day, per vehicle

Day Guest Parking
Self Parking: $125*
Valet parking $128* plus tax per day, per vehicle

*Rates are subject to change without notice.

All resort hotels at Universal Orlando are compliant with ADA (Americans with Disabilities Act) guidelines in specially equipped guest rooms, and restaurants are wheelchair accessible.

Accessibility Features:

• Closed-caption television
• Closets with rods 48" high
• Doors with peepholes 3' 6" from the floor
• Entry doors 34.5" wide
• Roll-in shower stall with adjustable shower head; or combination shower/tub with adjustable shower head, tub seat and hand bar
• Smoke detector with light
• Toilets with hand bar

• All entrances to individual guest rooms include the room number in braille
• Hearing Impaired Kits (that include a TDD relay service) are available from the front desk for use in any guest room

• Buena Vista Rentals
• BP Mobility
• Scooter Bug
• Apple Scooter

Pack and plays are complimentary. Rollaways are available on a first-come, first-served basis through Star Service Hotline for $35 per day, plus 12.5% sales tax (one rollaway allowed per room).

Extra Person Charge

• An additional charge of $25 + tax per extra adult for more than 2 adult guests per room. Maximum occupancies may require a rollaway at an additional fee plus tax per day. Only one rollaway is allowed per room. Available on a first come first serve basis.

For your safety and enjoyment of Universal Orlando Hotels, please note the following: Guests are not permitted to have any type of explosive, weapon, item that can be used as a weapon or has the appearance of a weapon, illegal items or substances within Universal Orlando Hotels. This includes guest rooms and public areas within all resort hotels. Click here to view all Universal Orlando Resort policies & restrictions.

Age Requirements
You must be 21 years of age, and provide proper identification upon check-in, to book a room at any Universal Orlando Resort hotel. There must be at least one person in the reserved room who is 21 years of age or older. Guests with active Military IDs who are at least 17 years of age will be able to check in. The military member must be staying in the room and is only valid for one room.

Modifying Your Reservation
Reservation name changes are not allowed and, if necessary, the reservation will need to be canceled and resubmitted. Changes to reservation are subject to availability and rates applicable at the time. To retrieve your reservation, click here.

Special Rate Code Requirements
Guests booking under special rate codes, including Florida Resident, Annual Passholder, Military, and Travel Advisor rates must present valid corresponding identification at check-in. Without identification, rates will be updated to reflect prevailing flexible rates. The flexible rate is the lowest published non-discounted double occupancy room rate, before tax, offered on a given night.

Room Reservation Limit
Room reservation limit of 8 rooms per guest for the same arrival date and/or departure date. If more rooms are needed, please contact our Group Sales Department at 407-224-8497.

Pet Policy
Universal Helios Grand Hotel does not allow pets but if you want to bring your furry friend, the following hotels allow pets for a fee of $150^†††: Loews Portofino Bay Hotel, Hard Rock Hotel®, Loews Royal Pacific Resort and Loews Sapphire Falls Resort.

Smoking Policy
All of our resort hotels are 100% smoke free. Our non-smoking policy applies to all areas of the hotels, with the exception of designated outdoor smoking areas. The cleaning fee for smoking in guest rooms is $250.

Severe Weather Cancellation Policy
While an incredible vacation awaits at Universal Orlando Resort, unfortunately we can't make guarantees about the weather, but your travel plans can still be stress-free. In the event that a hurricane or tropical storm warning is issued by the National Hurricane Center or a state of emergency is declared for the Orlando area or in your place of residence, within seven days of your arrival, you can contact our team in advance to reschedule or cancel your Universal Parks & Resorts Vacations Package, hotel room only accommodations and Universal Orlando theme park tickets booked directly with Universal Orlando, without any cancellation or change fees imposed. If you have purchased airline tickets as part of your Universal Parks and Resorts Vacations package, you may still be subject to cancellation and change fees assessed by those airlines.

If you have purchased Universal Orlando products and services through third-party suppliers, travel agents or tour operators please contact them directly for information regarding their cancellation or change policies and procedures. The policy does not apply to certain special events, dining experiences or group related bookings.

We want you to feel safe and will work with you directly to best accommodate your needs. If you have additional questions or need to change or cancel your travel plans, please contact a member of our Guest Contact Center team by calling (877) 801-9720.

Travel Agents
Universal Orlando Resort has a variety of booking options for travel agents. For more information, visit our Universal Travel Agents website or call (888) 331-3134.

Meeting Planners And Groups
Universal Orlando Resort Meetings and Events offers meeting planners a multitude of exciting options. For more information, visit our Universal Orlando Resort Meetings And Events website or call (888) 331-9108.

Information and policies are subject to change without notice.