TripAdvisor Traveler Rating

Check in was very busy and we had our passports on our telephone. Waited a long time to check in then discovered they need your real passport so had to get a taxi back to Vista Cay and back again to Hard Rock and wait another hour to check in. So take your real passport. Very expensive pool bar (bought my sister in law a Pinot Grigio because she got us upgraded to the top floor with snacks and drinks). I booked one night at a very good price before travelling and my sister in law decided to book one (very expensive) night while on holiday. We actually had a Vista Cay condo because there were 8 of us. At the upgrade level it was the kind of food I like but my friends didn't like it very much because it was a continental breakfast. I enjoyed the coconut chicken, salads and camomile tea and coffees etc etc. Pool was beautiful. Shower in the lovely room was great. We went to the parks early next day but it was too busy and too hot for me so I walked to the Hard Rock hotel but I am 60 and it was too hot and I wish I had got the water taxi. The pool had a great DJ and great music Sunday afternoon. The rest of my party spent the evening at the pool but there was some movie on and the kids loved the water slide. Good music in reception. Very nice staff, restrooms and a Star bucks.

We booked this hotel for 1 night for use of the express unlimited passes, it may have saved us a good £600 on express passes but the hotel itself in our opinion is not a 5star hotel… We stayed at Disney contemporary for the rest of our 2 weeks and it outshines the hard rock in many places.. Good points- The pool is nice, boys loved the slide. Our waiter cori was lovely and friendly. Good service, nice cocktails. Location was easy to walk to universal or get the boat ride in. The security out the front were friendly.. The luggage people were friendly and helpful. Breakfast was good. The rest are not so good and definitely not 5star Bad points Check in was long, took ages. We are meant to be able to check in to room at 4pm, we tried to get in around 3 but it wasn’t ready which is fine so we were told we would get an email at 4. It was around 4.15-20 We went to the room, it was the basic one however The edge of the bed was broken, I was worried boys would hurt themselves. The covers on bottom of bed were grubby. The towel had blood stains. The windows were dirty. The room was very dusty, you could run your fingers on switches and surfaces and get the dust it was clear to see. The mirrors were grubby especially the one for make up I don’t think that’s been cleaned in ages. You could scratch the muck off it. The phone didn’t work to ring reception. I went down straight away to complain, they apologised and said a manager would sort while we were out. We got back after 10pm and all they did was fix the bed. I sent an email - was given a complimentary breakfast. I wouldn’t stay here again.

Positives- - location to universal and express passes - restaurant servers - nice breakfast Negatives - expensive- not worth the money at all, rooms are way over priced, you are likely better off just buying express passes if you don’t get a good nightly rate. - cleaning is not great - noisy, you can hear everything from the rooms above and to the side. - we had 2 items of expensive new clothing go missing from the drawer half way through our stay (9 nights) from then on in we had no cleaning service due to feeling so uneasy that someone had been through our clothing. This was reported to the hotel who took a statement however we have now been home almost 2 weeks and have had no response to it what so ever. Even had we not have had the above issue we would not stay at the hard rock again, they totally obviously just rely on people going and paying expensive nightly rates based on the location and express pass. It’s no better than a travel lodge possibly pushing to a premier inn.

Terrible customer service. I have just had the worst experience. I booked a night at Hard Rock Hotel to get the express pass for the parks and to make my life easier during a family trip, but instead it made the end of my trip terrible. I was charged for a room that I had already payed for, and this only during check out. Nobody provided me with information and I was treated with disrespect By one of the attendents, like it was none of their business. I’m USD 500 short now, and I’ve lost almost 3h trying to solve a problem - without success. Stay away from this hotel if you’re looking for an easy and simple trip.

We stayed at this hotel to take advantage of the universal fast passes. They really do treat you like a rockstar here and all the staff and amenities were top-notch! The pool was beautiful as well as the entertainment by the pool and it was a very short boat ride or a walk to city walk. I can’t wait to stay here again! I took 14 teenagers and they all loved it as well.