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Hard Rock Hotel at Universal Orlando
Ranked #37 of 340 Hotels in Orlando
Certificate of Excellence
GreenLeadersBronze level
Reviewed 4 December 2017

We booked the Hard Rock for my 60th Birthday as our last trip was so memorable, we also upgraded to the rock star experience as we had read so much about what an amazing experience it was, Unfortunately our expectations were not met and the whole thing was a great disappointed. There was no problem with the room or the reception staff, we were so excited but when we went to sample this amazing 7th floor lounge and unfortunately it was not good. I do understand that they had a lot of guest but surely they know this and should staff accordingly, the evening was not as bad as breakfast the next morning, I can only describe it as a scrum! I estimate around 100 rooms + on the 7th floor and there is one toaster for all the guests and to top it, the toaster didn't work, after 8 minutes all you got was warm bread, I honestly think this is poor especially with the extra cost of the "rock star experience" to me it was more like a busker experience being moved on from shop front!
For 20 minutes we waited to find a staff member, there was no coffee and the place looked like a bomb had hit it! I do understand that at busy times things can get a bit stretched but this was ridiculous, when I did find a staff member I asked why there was no coffee or staff? She shrugged her shoulders and said they were busy.
I have contacted the customer services when they contacted me about my complaint and I wont bore you with it but it was pretty much the same attitude, My advice to anyone thinking of booking the 7th floor, don't. Its way over priced, take a garden room, you will save yourself a few hundred dollars that you can spend on buying a nice breakfast or cocktails in the evening.
We wont be returning to the Hard Rock, on a special occasion your expectations are high, and disappointment stays with you a long time, there are some great hotels in and around Orlando and we will be going to one of them.

Room Tip: Don't bother with 7th floor
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  • Stayed: November 2017, travelled as a couple
    • Location
    • Cleanliness
    • Service
5  Thank HarryHHarrie
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
HardRockHotelOrlando, Manager at Hard Rock Hotel at Universal Orlando, responded to this reviewResponded 5 December 2017

Thank you for taking the time to submit a review of your recent stay at the Hard Rock Hotel at Universal Orlando. We are disheartened to hear about your experience as it falls short of the world-class service we pride ourselves in providing. I will be reviewing all of your comments with our management team as we are always looking for new and innovative ways to create a wonderful experience for our guests. We hope to get the chance to welcome you back the next time your travels bring you to Orlando.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Reviewed 4 December 2017 via mobile

We stayed at hard rock for 2 weeks from 30th October as a family of 4, 2 adults and 2 kids aged 12 and 8. Although the hotel and grounds are beautiful and the scent as you enter reception is delicious I have a mixed review on our stay there.
Pros
- excellent location and fast pass entrance on the rides in islands and universal are amazing and allowed us to make the most of our holiday
- spacious modern rooms with good layout i.e. Bathroom sink, extra sink with lit mirror comes in handy with 2 daughters. Also fridge and iron and USB charging points. Safe easy to use.
-housekeeping excellent, always came on time and beds changed. Could have dusted once or twice though as room was thick by time we left.
-bell service outside were friendly and helpful
- emac and ebolios shop downstairs is very useful with a good selection of goods, although some are pricey we found the hot food choices excellent value and always excellent quality and you were able to take this to eat outside or in your room which made it a flexible way to eat

Cons- mixed staff, some staff are friendly and some are not. Some seem to be otherwise occupied and I felt on more than one occasion that I was more of a nuisance than a guest. Also there are inconsistencies in information they give you so always best to double check.
Room charges- be aware- we were asked if we wanted to charge items within universal to our room and settle the balance when we checked out. We said we didn’t think we would really use this but agreed for it to be set up just in case. We said a limit of $1000...be warned though, the hotel will have this money showing as “pending” on your account meaning that it cannot be spent in cash elsewhere. So when we tried to pay for lunch at volcano bay our card was declined and when we looked into it it was due to the $1000 that was left on our card having been “ put aside” for any items that may be charged to the room. It took 3 hours with the manager at the front desk to get this cancelled and get the money back on the card so we could eat out at a non-universal restaurant that evening. Kirsten the manager was excellent and they did compensate us but you need to be aware of this as it caused us major problems on the day.

We would stay at hard rock again despite these issues and hopefully next time get the experience that so many other travellers experienced.

Stayed: November 2017, travelled with family
2  Thank caroline c
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
HardRockHotelOrlando, Manager at Hard Rock Hotel at Universal Orlando, responded to this reviewResponded 6 December 2017

Thank you for taking the time to submit a review of your recent stay at the Hard Rock Hotel at Universal Orlando. We are disheartened to hear about your experience as it falls short of the world-class service we pride ourselves in providing. I will be reviewing all of your comments with our management team as we are always looking for new and innovative ways to create a wonderful experience for our guests. We hope to get the chance to welcome you back the next time your travels bring you to Orlando.

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 4 December 2017

The total experience was way more than we expected, from the Club Level Rock Royalty on the 7th floor to the pool and Beach Club Restaurant. Everyone was so friendly and helpful, from the check in to all of the employees that we encountered during our stay.

  • Stayed: December 2017, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Hard Rock Hotels & Casinos
1  Thank Jenny J
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
HardRockHotelOrlando, Manager at Hard Rock Hotel at Universal Orlando, responded to this reviewResponded 5 December 2017

Thank you for the stellar five-star review. We are thrilled you experienced the Rock Star experience from the moment you arrived. Our Rock Royalty Lounge is the perfect way to get those extra must have amenities while staying on property. With turn down service, continental breakfast, snacks throughout the afternoon, afternoon appetizers, 5pm to 7pm Complimentary Beer and Wine Happy Hour, and evening desserts you can't go wrong. Tie that in with our close proximity to the parks, Early Park Admission, and Universal Unlimited Express Passes, your vacation is setup for success. We look forward to welcoming you back again soon for another vacation fit for a Rock Star.
Rock On!

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Reviewed 3 December 2017

I gotta tell you, the Hard Rock was awesome at Thanksgiving! Coolest staff and best service ever. For Thanksgiving dinner we booked reservations at The Kitchen. This beats home cooking hands down. The food was amazingly good with all the traditional stuff and a few that had never tried before. The turkey was moist and tasty, the prime rib was great with a little au jus (the horseradish sauce was way too mild for my taste). We finished off with a sampling of the deserts. There were several choices but the creme brulee and the bourbon maple pecan pies were incredibly good. But the service was what really set Hard Rock apart and I want to make a few shout out's here: In the The Kitchen - Aina, Jasmine, Abegail, Valeria and Chris (their manager) were such a great team, At the Velvet Lounge - Sandra who created the perfect drinks for my wife and Natasha at the Beach Club who was so nice and attentive. We will definitely be back!

  • Stayed: November 2017, travelled as a couple
    • Sleep Quality
    • Rooms
    • Service
Thank A C
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
HardRockHotelOrlando, Manager at Hard Rock Hotel at Universal Orlando, responded to this reviewResponded 4 December 2017

Thank you so much for taking the time to write such a rockin' review. We are honored that you chose to spend your Thanksgiving Holiday with us. Our Rockstar team goes above and beyond to bring the spirit of rock ‘n’ roll alive in each and every guest interaction and I am glad to hear you felt just that during your stay with us. We hope that we can welcome you back again soon for another rockin’ stay. Rock On!

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Reviewed 2 December 2017

What a wonderful resort! This was our first stay and we will definitely be back! From check-in to check out and everything in between we were just blown away. Service was impeccable. The most comfortable hotel bed ever. Walking to the parks was FABULOUS

  • Stayed: November 2017, travelled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Hard Rock Hotels & Casinos
1  Thank Gen T
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
HardRockHotelOrlando, Manager at Hard Rock Hotel at Universal Orlando, responded to this reviewResponded 3 December 2017

Thank you for the stellar five-star review. We are thrilled you experienced the Rock Star experience from the moment you arrived. Our newly renovated rooms add an exciting new vibe to the already rockin' good times we feature here at the hotel and our signature Sleep Like a Rock bedding ensures ultimate comfort following an active day at the theme parks. We look forward to welcoming you back again soon for another vacation fit for a Rock Star. Rock On!

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about Hard Rock Hotel at Universal Orlando

Address: 5800 Universal Blvd, Orlando, FL 32819-7834
Region: United States > Florida > Central Florida > Orlando
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre with Gym / Workout Room Children Activities (Kid / Family Friendly) Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Shuttle Bus service Suites Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
#12 Luxury Hotel in Orlando
#30 Family Hotel in Orlando
#32 Green Hotel in Orlando
#39 Romantic Hotel in Orlando
#40 Business Hotel in Orlando
Price Range: $385 - $834 (Based on Average Rates for a Standard Room)
Hotel Class:4 star — Hard Rock Hotel at Universal Orlando 4*
Number of rooms: 650
Official Description (provided by the hotel):
Live like a rock star and savor the perks of rock 'n' roll royalty with impeccable accommodations, laid-back luxurious style and show-stopping service. Located on-site at Universal Orlando Resort, Hard Rock Hotel is in the heart of the excitement of Universal Studios Florida, Universal's Islands of Adventure, and Universal CityWalk. Guests of this hotel enjoy exclusive theme park benefits. Skip the regular lines at most attractions with FREE Universal Express Unlimited ride access - a benefit worth $89 per person, per day**. You can also take advantage of Early Park Admission one hour before the theme park opens, and more! (valid theme park admission required.) ... more   less 
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Also Known As:
Hard Rock Hotel Orlando
Hotel Hard Rock
Hard Rock Resort
Hard Rock Orlando
Hard Rock Cafe Hotel Orlando
Universal Hard Rock Hotel
Hard Rock Hotel At Universal Orlando Florida

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