Hard Rock Hotel® at Universal Orlando Resort

4.5 star rating

This hotel is rated between 4 and 5 stars. 4 star - Quality accommodation with a variety of facilities and services. 5 star - Exceptional accommodation with superior facilities and services.

    What to expect (based on 11127 reviews):

    Cleanliness

    Cleanliness-4.5

    Location

    Location-5

    Rooms

    Rooms-4.5

    Service

    Service-4.5

    Value

    Value-4

    5 most recent TripAdvisor reviews:

    Worst Hotel experience ever!!

    Reviewed by OhioKellyTravels() on Mar 31, 2020

    		
			TripAdvisor users rated this property 
			1
			 out of 5

    The staff was rude. They do not care about customer service or their guests. Hotel is run down. For how expensive this hotel is, I expected way better. 1st room had period blood on the toilet and floor of the bathroom!!! Not sure how you miss that one! We got in early, and they were supposed to call us when the room was ready. We went to the pool to wait. We were told there that the pool was temporarily closed, but only for a couple of hours. So we grabbed some chairs and laid down. After 2 hours, we inquired when the pool would open. They told us soon and to hold tight. We did, from 9 til 3:30. It never opened. They started to paint or seal the slide, and the spray came on our faces, lungs, and all over our drinks and food. So we moved seats. Went to go in the kiddie pool to cool off, and as we were walking up, the pH tested bad, and they shut it down for 2+ hours (told us it would be 30 mins). We finally had enough and went to the front desk to check on our room. We saw them handing keys out and checking guests in. Magically, they had not one, but two ready, even though they never called us, and gave people who checked in later their rooms. The first one had the blood, so we changed rooms, since it was not clean. Changing rooms was the only right thing they did. They definitely over promise and under deliver. We were told at 3:30 that they didn't care we were upset that the only sunny day we were there, the pool was closed, because we could have gone to another property to swim!!! Even though that is 3 boat rides and a 20+ min to get to, we would have gone, had they told us that at 9 or 11 or 1, when we continued to check on the status of the pool. They literally had a we don't care, it's not our problem, attitude. Went to have lunch and when we walked in, we were told they were closed and reopen in 30 minutes. Went back in 40, and were told they were closed for 30 minutes. They have no clue what is going on, and none of their staff is on the same page. They all have lackluster attitudes, and could care less if your stay is good or not. Do yourself a favor and go elsewhere for the money!!!!

    Super

    Reviewed by bandya12() on Mar 22, 2020

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    I can go to this hotel very good awesome I'm So good in this hotel my health is good I'm So go because I can eated Some food nice to me so I'm So exited of the week good nice what hotel Super thank you So much

    Exceptional customer Service!

    Reviewed by ALLLgetaway(Parrish, Florida) on Mar 18, 2020

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    Hotel was very clean, fun, upscale and made visiting Universal so easy. We stopped by Cabanna Bay hotel and Hard Rock is much nicer. I wouldn’t stay at Cabanna Bay unless I had little kids. I had teenage boys with me and the Hard Rock was perfect. Loved being able to jump on the 5 min ferry to the parks and City Walk. The only negative I would say is the bathroom. We stayed in the oversized, two queen bed room with couch. The room was spacious but the bathroom was WAY too small and you literally have to turn sideways to get in & out of the bathroom! The staff did a great job cleaning the room and Sonya at the front desk went out of her way to accommodate us! Every staff member was helpful and gave excellent customer service, which makes or breaks an experience! We will definitely stay again!

    Individual ratings:

    Service

    Service-5

    Value

    Value-4

    Horrible Experience

    Reviewed by katrinar284() on Mar 17, 2020

    		
			TripAdvisor users rated this property 
			1
			 out of 5

    Upon arriving and declining valet parking we were instructed where to self park. Once we unloaded everything and started approaching the hotel we were confronted with a very long and daunting staircase we had to haul everything up. We were infuriated. Why couldn't the valet person have told us to unload our bags at the front before self parking? Our stay was downhill from there. Don't recommend at ALL!

    Individual ratings:

    Service

    Service-2

    Value

    Value-1

    Great service, and the perfect hotel for Universal

    Reviewed by jessmiami3(Miami, Florida) on Mar 14, 2020

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    My daughter and I went to the Hard Rock for the weekend with a group of families. We were all very pleased with the hotel. The rooms are clean and spacious and have fun decor, and the restaurants at the hotel were perfect for our group. We really enjoyed The Kitchen. The pool is amazing too. And the rock memorabilia all over the hotel is really interesting. The fast passes alone pay for the room, so it really is a no-brainer to book here if you are coming to go to universal. It’s a 5 minute walk to the park and you skip all the lines. The concierge was exceptionally helpful booking group dinners for us, and all of the staff from the front desk to the valet and on were helpful and professional and really strived to make our stay comfortable and easy. Best of all, my daughter forgot her backpack and iPad in the room and when we called that night in a panic, housekeeping had turned it in, the security team had it located and safe, and they shipped it home to us without a fee in 2 days. Amazing!