What to expect
- Sleep Quality
Last 5 reviews
Large and good hotel
Located next to Universal Studios. It’s just 5-10 minutes walk to Universal Studios Island of Adventures and the City Walk or you can use the water taxi. Ample rooms, easy parking $25-30 per night, but expires at 12am on the check out date which helps you go to a park even that day. Have plenty of amenities including pool area.
21st Birthday Celebration!!
We recently stayed at Hard Rock Orlando to celebrate our sons 21st Birthday. We were able to get a lovely cabana by the pool where our servers Robert and John took care of our every need. We always feel like VIP’s when we stay at Hard Rock. Manager Amanda came to check on us throughout the day while in our cabana. Just gave that extra special feel for us. Jess the bartender at the pool bar also mixed us up some delicious cocktails. We felt safe and relaxed throughout our 3 day stay. Hand sanitizer easily accessible around the hotel. Social distancing implemented throughout the resort. Mask mandate unless you are around the pool. Would not hesitate to book again and can not wait to return!! Well done Hard Rock!! Thank you for making our stay so safe and enjoyable!
Don't bother until pandemic passes
These are truly unprecedented times, COVID-19 has created some major obstacles for everyone. Trying to provide the top level customer experience is most certainly a challenge as businesses try to navigate through all of the hurdles. I typically take my family to a Disney resort in Orlando a few times a year, since Disney was still closed in June I felt this was a wonderful opportunity to try out Universal. We were all ecstatic to finally be traveling again after months of quarantining. We chose this Universal premier resort because it gives you the express pass when you visit the parks, this is a great feature by the way, it works incredibly well. The express pass is fantastic, it permits you to avoid the long lines, and you don’t need to schedule each ride like you do at Disney, instead you simply go on any ride that you want as many times as you want. So if planning an impromptu weekend getaway having this express pass feature is priceless. (At Disney you typically need to schedule the rides months in advance and you can only do 3 fast passes per day.) This is a nice perk about staying at one of Universal’s Premier Resorts. The river-view walkway is truly spectacular, it only takes 5 minutes to walk to the parks and this walkway is a beautifully manicured perk, it’s fantastic. As I begin my review let me first start off by saying that all of the staff at this resort was truly wonderful, they had all been laid off during the pandemic and were all returning to their first week back in business, everyone was gracious and extremely pleasant. Unfortunately, this wasn’t exactly the experience that I was hoping for my family. It appears there are still a few kinks that need to be worked out as the Hard Rock Hotel reopens. At nearly $600.00 a night I don’t exactly feel we got what we were paying for. Until the COVID-19 pandemic is over I wouldn’t recommend staying at the Hard Rock Hotel at Universal Orlando, it’s simply not worth it. For one of Universal’s “Premier Properties” it wasn’t exactly the level that we were expecting. I’d say, the rose is beginning to wilt and they need to reassess their priorities. I sent a brief letter to Universal customer relations to express my disappointment with our recent visit, the response that I received from Jordan [--] the Manager on Duty was equally disappointing. 1) When booking the express shuttle service it was explained that this would just be for our party (because of COVID-19), instead we spend 1 hour in the van as the driver waited at Terminal A for passengers, then headed over to Terminal B for more, and then back over to Terminal A once again. For less than half the price we could have gotten an Uber and it would have been twice as fast. 2) When we arrived at our room we discovered a dirty sock left on the floor. Additionally the large mirror in the room had a cloudy film on it when we arrived, it looked awful. This isn’t something that we would not have expected for the hotel’s "exclusive 7th floor.” (The staff did come and take care of the mirror for us however.) There are two sinks in this room, however only one bar of soap for the family to share. 3) My family was looking forward to the exclusive delicious club level morning breakfast buffet, only to find out that the “Rock Royalty Lounge" was moved to a temporary set up on the 3rd floor, and was basically bananas, apple juice and a croissant. Not the morning feast that we had all been craving. The evening hors d’oeuvres wasn’t exactly exemplary either, as this make-shift set up wasn’t the norm. The limited buffet/hors d’oeuvres wasn’t explained to me when I made the reservations or when I checked in to the hotel. When I contacted the hotel 800# this morning they mentioned we should have received $100 per day towards food. After contacting Customer Service they mentioned that was not accurate, there was no discount offered. 4) After a full day at the parks we returned and our room had not been cleaned, we had overflowing trash cans, unmade beds, and no clean towels. I texted the Hard Rock Chat Service (407-228-3344) to report that the room had been overlooked. After 20 minutes I didn’t get a response back so I walked down to the front desk and I was informed that during the pandemic the hotel staff would not be cleaning our room during our stay, they refer to this as, "Contactless Housekeeping Service". I expressed my disappointment that I wasn’t advised of this when we made our reservations or when we checked into the hotel. As I expressed my displeasure the front desk staff graciously mentioned that they would send someone up to the room to pick up the dirty towels, take out the trash, and drop off fresh towels. Instead, I heard a knock on the door and when I opened it there were simply towels left in front of our door. Needless to say, I had to bag up the trash from the wastepaper baskets myself, and gather up the dirty towels. I simply placed the dirty towels and bags of trash in the middle of the hallway outside of our room, it took 90 minutes before someone came to retrieve it. This is Universal’s idea of club level? 5) To help make the experience a little more comfortable we requested a roll-away bed, to our surprise it was $35/day. 6) We spent most of the day poolside on our last day, it was surprising to see overflowing trash cans by the pool at mid-day. This isn’t something that we would have expected at one of the Universal Premier Properties. 7) The spacious pool isn’t exactly what you would expect, it’s basically a wading pool, only about 2.5 to 3 feet deep. It’s an impressive looking pool but don’t plan on much of a swim. If you like sitting by a pool enjoying a nice quiet visit this may not be the ideal setting, there is always music blaring everywhere (I know why they call it the Hard Rock Hotel now).
Time of our life!!
If you are going to Hard Rock Hotel in Universal Orlando Resort, you will not be disappointed!! It is one of the best hotels I have ever stayed in! The staff were friendly and helpful. Everything was seamless from check in to check out!! If you can, book Club Level!! The employees there are top notch!! They answered all of our questions, took care of cleaning everything in between guests and were super helpful!! The food at the Kitchen was magnificent! The theming of the hotel was so awesome. It has a very laid back kind of feel and the music was AMAZING!! I highly recommend the Hard Rock Hotel in Universal!!
We have visited universal orlando resort many times but this was the first stay we have stayed at Hard Rock Hotel. The best part of this hotel is the proximity to the parks. Hard Rock is the closest of any of their hotels to the parks. They provide boat transportation but it was quicker to walk. The front desk team member was awesome. He was so friendly and sweet. This was our trip trip post COVID so we were nervous upon arrival. He helped ease our fears. We also exchanged our ticket vouchers for an annual pass at the ticket desk and that team member was also friendly. Our room was ready immediately and was nice and clean. The remote was wrapped in plastic wrap and we had a free hand sanitizer provided to us. We had some issues with the television signal and a team member came up to help us. He was also extremely friendly. We enjoyed talking to him. The pool was also really nice and not crowded at all. We also ate dinner at the outside restaurant by the pool. The waiter at the restaurant was also friendly. We would definitely go back to Hard Rock but prefer the decor at Portofino Bay Hotel and Royal Pacific who are owned by Loews and Universal. We did have someone deliver a card and two chocolates to our room upon check in. We weren’t sure if this was customary for everyone if it was because of our anniversary.
© TripAdvisor 2020
These reviews are the subjective opinions of individual travellers and not of TripAdvisor LLC nor of its partners.