My partner and I spent a week at the Hard Rock Hotel in May 2010 and overall we were really impressed with the service and facilities at the Hotel which were excellent. We did have a few little grumbles during our stay but these were sorted out to our satisfaction although perhaps they could have been avoided.
We arrived at the Hotel by coach and as a result, we were dropped off at the side by the valet car parking area which is some distance from the main reception. It was a bit of a struggle and we were disappointed that when we reached the entrance, none of the bell staff appeared to have the slightest interest in offering us any assistance!
Check-in itself however was an absolute breeze. We were dealt with extremely efficiently by a very professional agent who supplied us with all the relevant information about the Hotel and genuinely appeared only too happy to answer the many questions I posed. Usually check in staff at Hotels are like robots and see customers as an inconvenience so his approach was really refreshing and very much appreciated.
We made the way to our room which was on the 5th floor and sadly we had been allocated a room which was at the furthest point from the elevator which was annoying so in retrospect, I wish I had approached the disinterested bell staff!! The room itself was nice- being clean and comfortable with nice furnishings and fittings. It contained a flatscreen tv (with a wide choice of channels and pay movies), a cd player, a clock radio with i-phone dock, mini bar, safe (which was very small!), iron and board, and a nice bath with shower and separate sinks with a wide range of toiletries.
As is the norm, we were supplied with the usual 5 hangers for 2 people for a weeks stay so we took the opportunity of asking a nearby housekeeper for more hangers. Unfortunately she spoke very limited english and summoned a friend who spoke even less english than she did. Another housekeeper was then called and after appearing to understand our request, knocked on our door 5 minutes later and told us to ring Housekeeping for the extra hangers which really was annoying and frustrating. We made the call and were brought an extra 6 hangers about 20 minutes later by the same person we had asked initially!!!
We then had a look round the Hotel and were really impressed with all the services on offer. The pool area was really elegant with a wide range of areas to sit and relax which were spotlessly clean and inviting. It is sad that we spent such little time at the Hotel so did not use any of these excellent facilities.
Whilst at the Hotel, we utilised the concierge on numerous occasions which on the whole was excellent although a couple of the staff appeared a little disinterested. A special mention to John however who was a consumate professional - an expert in his field who gave us loads of help and assistance and was dedicated to ensuring we got the most out of our stay in Orlando.
We really liked Universal and the fast pass entrance with our room key to most of the rides was great although the parks were not really that busy. The river taxi from the Hotel was enjoyable as was the walk through the gardens to the parks. Again, with our busy schedule, we only spent one day at Universal/Islands of Adventure so in future we may opt to choose a Disney Resort Hotel purely because we spent the remaining time at the Disney attractions.
On one particular day, we left the Hotel at 7am and returned at 11.30pm to find that our room had not been serviced at all which was very annoying and just not good enough. We rang Housekeeping and were advised that someone would service the room. In the interim, we waited in the reception area as we were both really tired after such a long day! I approached reception to make a formal complaint and whilst my concerns were dealt with, the guy who was dealing with it seemed very "un-phased" about it - almost like it was a regular thing. I told him I was still not satisfied and he gave me 2 vouchers for a free breakfast buffet which was appreciated but I felt they were only given as a last resort.
When we returned to the room it had been "serviced" but to a very poor standard. The bins had not been emptied and the room was untidy and dusty but on reflection, speed was probably the key to addressing the problem. Whilst on the subject of housekeeping, I left notes regarding the broken lock on the minibar, the bulb on the bedside light needing replacement and the water being lukewarm most of the time but they were just ignored which again was disappointing. We were also frustrated that the mini-bar was only serviced once throughout our entire stay despite us requesting it! I suppose this is a good thing really as the price of all mini-bar items is rather excessive!
The following morning was another early start so I took the opportunity of asking at reception for someone to check the room was serviced. The lady was very professional being sincerely apologetic for the inconvenience and genuinely concerned that the event had even occurred. It is worth mentioning that most of the staff are relatively young and one wonders how equipped they are in terms of experience/maturity to deal with any serious compalints!
We ate dinner at the Hotel's restaurant "The Kitchen" which was good although nothing outstanding. The food itself was good and the service was reasonable although sometimes we feel that staff think the Brits do not know how to tip and as a result give a second rate service. This however was not true at "The Palm" restaurant were the service was absolutely outstanding and totally first class. Although the service was superb, we were not overly impressed with the food on this occasion which we thought was over-priced and nothing special. The complimentary breakfast we received (at "The Kitchen") was really nice and the service too was excellent - it is sad that we only chose to take breakfast on our last day as we may have considered taking breakfast every day had we known how good it was.
On leaving the Hotel, the checkout process was very efficient and highly professional. On balance the Hotel was very good although there were a few frustrations along the way that with a little more attention to detail could be rectified with great ease. I would definitely recommend this Hotel although if you intend to do all the Disney parks, it is quite a distance away and in my opinion Downtown Disney has much more to offer than Universal's City Walk. A special mention about Mears Transport - they were absolutely fantastic and we would have been lost without them. Always on time, always with very courteous and helpful drivers and excellent customer service at all times - 10 out of 10 for Mears!
- 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