Hard Rock Hotel At Universal Orlando

“Just average”

It’s only OK. Currently in 6053 for our anniversary today. Outlets aren’t great and interconnecting room walls are paper thin (TMI but I can hear the family next door using the bathroom). You get express passes but they weren’t really like fast passes at all. Beds are comfortable but other than tha… more

It’s only OK. Currently in 6053 for our anniversary today. Outlets aren’t great and interconnecting room walls are paper thin (TMI but I can hear the family next door using the bathroom). You get express passes but they weren’t really like fast passes at all. Beds are comfortable but other than that not really worth the money. Wouldn’t stay here again.

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“F&B is amazing.. front desk needs some tlc”

Stayed for one night- friend paid to upgrade our room-$550 before taxes on top of what we already paid- agent let us know it was one king bed and two queens- she obviously misspoke and we only realized when we finally got back to our room at 11pm after a long day out (stored our bags with the bel… more

Stayed for one night- friend paid to upgrade our room-$550 before taxes on top of what we already paid- agent let us know it was one king bed and two queens- she obviously misspoke and we only realized when we finally got back to our room at 11pm after a long day out (stored our bags with the bellman bc the room was understandably not available at 11am) There were 4 adults and 1 kids which she knew because she gave us our park tickets and we were physically Infront of her . We had to put the 5 year old down and decided to go for a drink where we met the very lovely Skinny and Ken who in the moment very much made up for the fact that myself and friend were sleeping in a twin size bed that we very obviously did not fit in. ( after a long day in the a park it wasnt fun for me and my friend to dangle off a bed) After drinks ( @ 2am) I went to speak to the front desk where I was met with the very passive aggressive Victoria.. I think her name was ( AFOM) gave a very uncaring black and white answer when I explained the situation and asked if we could get a discount on the upgrade fee because if we would of known what we found out late in the day we would have booked two rooms or stayed with one room featuring 2 queen beds. Her suggestion at 2am with a known sleeping 5 year old was that we downgraded. The next day we enjoyed the pool and the bar right next to it where we met the wonderful Hoover. He asked how my stay was going and I - in passing mentioned the issue with the room. Two drinks and a meal later I thought nothing of it and the ADO F&B ( sadly forgot his name) came out to hear my concerns which was I was very surprised but very appreciated that someone was actually taking initiative to listen and address my concerns whether or not there was a solution. He also personally located a lost and found item after speaking with 3 different people and gave me a drink on the house. As a front office manager myself in NYC who has also been an F&B manager I know how stressful the outlets are. Staying at the Hard Rock we definitely expected better attention and care from the front desk. Kudos to F&B as they recovered our dissatisfaction. We definitely would have extended our stay if it wasnt for the front desk. BTW called the front desk 3 times to get an email- i was told "sorry I dont know"- not very solution oriented

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