TripAdvisor Traveler Rating

We really enjoyed our stay, we met with Marcus Gullen and his expectant wife. We agreed to meet up but we found out afterwards they had blocked us both. Strange behaviour and certainly we won’t stay there again. They both seemed a nice couple but their odd behaviour has put us off. AVOID Marcus Gullen, what a strange couple. I would avoid there just to be in their company.

The exceptional service and location to the parks is what makes the stay -- period. The rooms (Deluxe Queen was our stay for 3-nights) is average to below-average at best. And given the rate per night the quality should be much better for what one pays. Furniture torn, no outlets would hold the plug (had to rig a solution to make it work) and the outlet in the bathroom kept tripping when the in-room hairdryer was plugged in. Couch looked like someone had taken scissors to it......management needs to invest in room renovations. Here is what does work -- the food at the pool bar & drinks were great. And the quality of service by David, Robert and Hoover made for a fun evening. Also the Velvet lounge had some of the coldest beers I've had in a long time; and good food. And we had fun hearing stories from "Skinny" who is a great bartender and hospitality worker. Breakfast in The Kitchen was also quite good. And the 5-min walk to Universal Studios and the room key allowing for Express Pass Line use was also a good benefit. Quick Note: Hagrid's Wild Ride is not an Express Pass so use Early Park admission to get over and ride. Took only 15-min to get on the ride by doing so -- and when we got off the wait had climbed to 80-minutes. Would I go back -- not until they significantly upgrade the rooms. But I must say the hospitality was exceptional by the staff and it made the stay magical. Rock on......

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.

Danny at front desk ruined our weekend She gave terrible customer service. We’ve been passholders for many many years and will NOT come back to this hotel because of Danny , Dani? The front desk manager. I don’t even know if that was her real name since she wouldn’t give us a last name. We stayed during Thanksgiving weekend. Terrible experience and service !!!!! Never again.

Cons: -Rooms have issues, and construction is going on. They randomly shut off water during the day. They do not inform you of the construction until you make it to the property. Carpet is coming up and the furniture has seen better days. If you get the sixth floor, you can not get a nap. - If you buy items in the park, they will tell you that they are not the same company as universal and you are responsible for tracking your items. My items got lost and I had to track them down.... - Customer Service is not great and the front desk or room cleaning group is not great at all. You have to text them for any issues. I constantly texted them for soap, coffee, ect. because they did not refill them. - You have to pay $38 a day to park your vehicle on site every day. - No Hard Rock Cafe at the hotel. This is a first for me to not see the Cafe in the hotel. You will have to walk 5-10 minutes to get actual Hard Rock Cafe food. - Managers and staff are on separate pages. I had so may issues with my stay that the front staff offered to way my parking. The manager came out and refused the offer and only gave me 4 drink passes for my issues. - Concierge Service is terrible. They are absolutely no help and give you numbers to call for help and do not want to deal with you. Overall: I would recommend staying somewhere else. The perks that they say they offer are not true. The service is not great and it starts with the managers and down the line. You will have issues and instead of people fixing them, you will be told to call or text other people about the issues. Good luck with this place.....