Hard Rock Hotel^® at Universal Orlando

We took our boys for their big birthday surprise to Universal Studios and stayed at the Hard Rock Hotel!! The cleanliness and all of the safety precautions being taken due to Covid-19 were excellent!! We felt so safe and are already booking our next vacation with Hard Rock Hotel!! Can't say enough great things about all of the staff and this awesome hotel!!

We've stayed many times before, and will likely stay again, but this time, you let us down, Hard Rock. We had two adjoining rooms.. the first two we checked in were so gross, I couldn't stay in them (sticky stuff on the walls, splatter toothpaste on the faucet, a film on the mirror, just gross stuff). The front desk staff were apologetic, and put us in the rooms across the hall instead. (which meant a worse view.. but at least the rooms were cleaner)... This room was marginally cleaner than the last, but still less clean than I would expect at that price point, and less clean than I had been accustomed to on previous trips. There was a film (probably the sanitizing fluid) on everything, and the mirrors were foggy, everything just had kind of an 'ick' factor. The front desk offered to change our rooms again, but we were exhausted and anxious to get out to the parks. We were told that housekeeping could come visit if were were out for three hours. I requested this each morning, and no one ever came. We ended up just getting towels delivered, but for the price, I would have liked to have some housekeeping. We were able to get our parking fee comped, but I felt that overall, it was a poor value. For the price we paid for two rooms for the weekend, we could have gotten a whole rental home with a private pool for two weeks. I love the vibe, LOVE the staff, and will always consider the HRH our home away from home.. but I would definitely wait until after the pandemic to visit again.

First of all, I’m a nurse and understand COVID-19 a little better than I’d like to. This was my family’s 4th trip to HRH and our 3rd time to purchase club level rooms. For this trip, club level was a big waste of money. Keep in mind that pricing for hotel rooms are exactly the same as Pre COVID times yet there is a big difference in customer service- BIG! There was absolutely no special treatment other than terrible food and an occasional adult beverage. All rock royalty food is pre packaged except for two hot options in the evening ( which were all bad ). They only rotated the hot option 3 times in our seven days there. There is no housekeeping. They do not pick up trash from rooms or dirty linens unless you ask ( and at club level pricing for two rooms, I shouldn’t have had to ask for anything! ). You have to text for towels, shampoo or anything else your room needs and they may get it to you. The rooms are starting to look a little beat up. On a positive note- we enjoyed the parks. Universal is on top of their game, unlike HRH. Customer service at the parks was top notch. HRH is very close to the parks and we enjoyed our express passes and early admission. We are loyal HRH customers, but this year’s stay has me second guessing if we will return to them again.