Hard Rock Hotel at Universal Orlando

Eddy Fung

I'll keep it short, the check in process was terrible. It's the first impression you get when arriving at the property and it's very important to make guest feel comfortable. They check in did the opposite and just set the bad tone for the rest of the week. Rooms were good, went with the club level. Clean and spacious. Location was fantastic, so close to the park. Service, the check in was horrible. 11am waited in line close to an hour to check in. Noted on the reservation it was a birthday trip for my young daughter. She received a King Kong card key, nothing wrong with King Kong but for a little girl she preferred a different key card like Minion or Harry potter. Was told I need to wait in line again for another hour to be serviced. Luckily, a member from the luggage department saw what was happening, quickly remedy it by giving my daughter a dummy card key that was Harry Potter. The check in desk was terrible.

Rita Danhardt

The rooms are beautiful, plenty of room and an unbelievable view. From our room we looked out on not only the pool but on the park and we could see Hogwarts in the distance. That was a great thrill for the teenagers that were with us. It was also just a brief and beautiful walk to the parks. Every employee that we interacted with was so kind. It made for a wonderful vacation. Thank you. Hard rock!

Joey G

Fantastic hotel. It is the closest one to the Universal Parks by walking and water taxi. We primarily stayed here for the benefit of the express passes - each person in the room gets one. Although it is a bit pricey for a non-Florida resident, it was worth it for our trip. Even after check out you still have limited access to the hotel - If you need to take a shower you are able to in the hotel gym and you are able to leave your car in the parking lot up until midnight. We certainly appreciated that. Overall, great room, great staff, and great service. 👍

Joseph Galvin

Hard Rock Hotel is much like the restaurant chain, full of hype and most days deliver. However, When booking your stay at Universal resort, shop around. The Hard Rock Hotel location is Fantastic, but your gonna pay $$$$$$ Consider this. average weekend nightly rate w/ perks 500.00 Our weekend rate 1200.00. That's per night! add 33.00 per night for self parking. It's a beautiful hotel, but you don't sleep in the lobby. Once you find your room, it's just another hotel room.

Ms Aa

We requested a clean room due to our allergies as offered on website at time of booking however, upon check-in, the assigned room was dated unsatisfactory, with food crumbs and chips scattered throughout. We sought a room change, but the staff was unhelpful and told nothing can be done. Housekeeping was sent to clean the room at midnight, which was inconvenient. The rooms felt outdated, and our phone was out of order. We had to rely on the speakerphone to communicate, which was quite inconvenient, especially when the kids were asleep and we were put on hold. Additionally, we were placed in the farthest room on the club floor which was the last room on the floor, making it difficult for our children to access after long days at the park. The following day after requesting multiple times the manager , managed to relocate us to a room closer to the elevator. Furthermore, the bedding was damp, and since our children were unwell, we requested extra blankets after returning from the park, but they were not delivered. After waiting for thirty minutes, I contacted them and spoke with a representative whose name began with 'J' … Jimmy, though I cannot recall precisely. He acknowledged our request for blankets made twenty-five minutes prior and placed me on hold for an additional ten minutes, only to inform me that he could not reach housekeeping. When I inquired about the estimated time for delivery, he responded rudely, stating he could not assist as he was not at the front desk. I requested to be transferred to the front desk. However, the representative whose name began with 'J' or Jimmy again placed me on hold for another ten minutes, only to return and say that housekeeping would bring the blankets but was uncertain about the sheets and said he cant help .His demeanor was unhelpful and discourteous. Overall, the front desk and client service staff exhibited rudeness. Our experience was disappointing, characterized by slow service. No one should have to wait an hour for blankets at midnight when caring for a sick child. The damp bedding and crumbs and chips scattered throughout indicated a lack of basic housekeeping. We will not return, as there are superior options available with friendly staff and better service. The customer service must acquire fundamental etiquette skills for interacting with guests.