Hard Rock In BAD Shape! Stay Away until 2007!

[The Faculty]

Just came back from 2 night stay in a Club Level Room.

Summary:

1. Room was in poor condition. Carpets stained; linens stained, walls damaged; furniture damaged; service non-existant; robes dirty; bathroom area soiled; towels soiled.

2. Happy hour times useless at 5-7 pm (who is in the hotel at that time?),club level lounge useless and too small for the number being crammed into it.

3. Front desk check-in staff rude and short with no explanation of resort facilities and services.

4. Pool a mess; falling apart; underwater speaker system barely audible.

Customer Service Manager was nice and without even looking at the room offered $200 back and 4 free drinks. Problem is when one is paying $800 for the stay, the credit is minimal. He took us into a preview suite to show us what the rooms will look like by December 2006 and into 2007. VERY IMPRESSIVE. Solid decor; materials that will last and a very gutsy move, 32 inch HD-LCD displays in every room complete with HD-programming.

However, this does nothing for me now. I am going to write Loews in search for a 2-night return to what we should have had.

For everyone else, STAY AWAY until the $6 million renovation is complete!

[The Faculty]

The entire staff at Hard Rock acknowledges that the property is in poor shape. Too bad reservations does not mention this! We would have extended our stay at Royal Pacific which was brilliant all around or returned to Portofino which we enjoyed in 2002.


The manager did not even flinch when I described the room. He said " I cannot offer a room that will be free of stains and damage". He processed the $200 credit like it was candy.

We would have pushed for a suite but being a Friday/Saturday stay we knew they would not want to give up any of them if even available.

[nerdboyrockstar]

The entire staff at Hard Rock acknowledges that the property is in poor shape. Too bad reservations does not mention this! We would have extended our stay at Royal Pacific which was brilliant all around or returned to Portofino which we enjoyed in 2002.


The manager did not even flinch when I described the room. He said " I cannot offer a room that will be free of stains and damage". He processed the $200 credit like it was candy.

We would have pushed for a suite but being a Friday/Saturday stay we knew they would not want to give up any of them if even available.

I just stayed there and I didn't find my room to be in poor shape at all. I thought the grounds and my room were spotless. Unless my eyesight is in worse shape?

I'll be at Portofino next week and at a Loews in San Diego the week after that. I hope it's in as "poor shape" as it was last time I stayed.. :)

[magicmouse2]

Will any rooms be done by October ?

[The Faculty]

Well I can tell you our room was a mess and the manager said he couldn't promise me anything better at this point in the hotel's lifecycle until the rennovations are done. TO say something like that is pretty sad when you are asking customers to pay top dollar for crap and broken promises. The fact that most of the staff admits the place is in shambles is a warning sign that you will be disappointed.

As for Otcober, when you book specify you want one of the newly remodeled rooms. I am sure some must be ready by then.

[pauldents]

The hotel is 5 years old now and is very popular, so it is bound to be showing some signs of wear and tear. We have had rooms in the past with stains in the carpet. I called housekeeping and it was dealt with while we were down at the pool. Did we let it spoil our holiday? No. Let's put things in perspective. The benefits of staying there far outweigh a few minor niggles.

The HRH are now in the process of renovating the rooms and i'm sure there will be a few more "horror" stories up until the work is completed. Thank you for your review and i'm sorry you had such a bad time, but from a selfish point of view let's hope there are some more reports like this, then we can have the pool to ourselves :banana: :cool1:

[JawsCPA]

I just had to respond. We stayed at HRH the last week of June this year in a Queen Deluxe Room on the 6th floor. Our room was perfect - my husband remarked how clean it was. We opted not to stay on club level as we didn't think we would get the use out of it. We drove down and brought our own drinks and snacks.

Don't let one negative review keep you away! :)

[jillybeene71]

We went the first week in July. The room we had was not a club level room. The room was in excellent shape. No mold in the bathrooms, stains on carpet, tears in linens or bedspreads (like I keep reading about) we stayed in room 2115. The pool was beautiful. The sound system in the pool worked fine to me. No problems with the volume This is the best hotel we've ever stayed at. Were going to RPH in Nov. hope the rooms are just as nice.

[ruadisneyfan2]

Just came back from 2 night stay in a Club Level Room.

Summary:

1. Room was in poor condition. Carpets stained; linens stained, walls damaged; furniture damaged; service non-existant; robes dirty; bathroom area soiled; towels soiled.

2. Happy hour times useless at 5-7 pm (who is in the hotel at that time?),club level lounge useless and too small for the number being crammed into it.

3. Front desk check-in staff rude and short with no explanation of resort facilities and services.

4. Pool a mess; falling apart; underwater speaker system barely audible.

Customer Service Manager was nice and without even looking at the room offered $200 back and 4 free drinks. Problem is when one is paying $800 for the stay, the credit is minimal. He took us into a preview suite to show us what the rooms will look like by December 2006 and into 2007. VERY IMPRESSIVE. Solid decor; materials that will last and a very gutsy move, 32 inch HD-LCD displays in every room complete with HD-programming.

However, this does nothing for me now. I am going to write Loews in search for a 2-night return to what we should have had.

For everyone else, STAY AWAY until the $6 million renovation is complete!

Was the construction noise/dirt itself bothersome? Also did you research what club level really is before you bought it? Some people like to relax at the resort a lot and could get their money's worth. I know we're park-hounds so I wouldn't bother paying for a perk that's offered during any time that the parks are open. It's just not for us. I hope your next stay is much more enjoyable.

[The Faculty]

Hi again,

I am putting things into perspective. I paid just over $800US for two nights! I am from Canada so that works out to the $950 point.

For that price I expect perfection and this hotel was far from it. I could have got the same from a hotel down the road for $100 or less per night.

I am writing to Loews and if they take customer service seriously I would like to think they were get us back to see what we should have had for $800.

No construction noise yet as they are due to start in September.

If you go in November, you will get the new kick-*** rooms.

I did do research before we left and I have stayed at various 'club levels' throughout the world and what HRH is offering is no 'club level', rather "pretend club level disguised as a breakfast offering". If I was a business person this particular set-up would piss me off.

From my experience Portofino and Royl Pacific were superior properties and service oriented when compared Hard Rock. I am sure with the makeover, Hard Rock will ROCK again. But I can't help from feeling ripped off over my recent stay. Add shoddy service and less than desriable grounds, I would not recommend the property until they get their act together.

[damo]

Hi again,

I am putting things into perspective. I paid just over $800US for two nights! I am from Canada so that works out to the $950 point.

For that price I expect perfection and this hotel was far from it. I could have got the same from a hotel down the road for $100 or less per night.

I am writing to Loews and if they take customer service seriously I would like to think they were get us back to see what we should have had for $800.

No construction noise yet as they are due to start in September.

If you go in November, you will get the new kick-*** rooms.

I did do research before we left and I have stayed at various 'club levels' throughout the world and what HRH is offering is no 'club level', rather "pretend club level disguised as a breakfast offering". If I was a business person this particular set-up would piss me off.

From my experience Portofino and Royl Pacific were superior properties and service oriented when compared Hard Rock. I am sure with the makeover, Hard Rock will ROCK again. But I can't help from feeling ripped off over my recent stay. Add shoddy service and less than desriable grounds, I would not recommend the property until they get their act together.

Didn't they already give you money back when you dealt with the management? Not sure what else you want them to do?

We recently stayed in Club at the Hard Rock. I thought it was pretty good compared to other clubs we have stayed at. We had a sufficient breakfast, soft drinks all day, finger foods at dinner time and home-made cookies or puddings and pastries before bed. We didn't take advantage of the alcohol but that was there too. Maybe it was different in the summer, but we spent just over $200/night in May (used the available discounts) and were very pleased with our room and the offerings.

Sorry you had a bad stay but it doesn't look like everyone has experienced the same thing.

I am looking forward to the new rooms though!

[Akdar]

I know we're park-hounds so I wouldn't bother paying for a perk that's offered during any time that the parks are open. It's just not for us. I hope your next stay is much more enjoyable.
I am the same way. We are staying for 7 days this Oct, 4 offsite at a timeshare and 3 onsite at the RPR. I am getting a standard double Queen, as we will be at the parks and HHN most of those 3 days. I would like to try club level in the future, just not this trip.

[tarheelmjfan]

We spent 5 nights at HRH last week. Yes, our room had a few problems. The bedspread had a fairly long rip at the top. We don't use the bedspreads anyway. I fold them up & put them away, until we leave. The carpet was stained. There was a few spots that looked like gum & food. FYI, it wouldn't come up with carpet stain remover. Mostly, the entire carpet was dirty. They put us in a Garden View, smoking room, even though we requested a Pool View, non smoking room. Anyway, it appeared to be smoke settled into the carpet. I'm not sure how they could prevent this short of constantly cleaning the carpets. That's not feasible. We wear flops or socks in hotel rooms anyway. Our bathroom was spotless, & I've stayed in quite a few 4 star hotels that had mold in the shower. The furniture was fine. We thought the pool area was in great condition. We didn't spend a whole lot of time there though, & we weren't looking for problems.

Asthetic problems I can deal with. I've stayed in other Deluxe resorts that were in as bad or equal shape. Being put in a room totally different from what we booked is a different story. The resort was supposed to be sold out though, so we didn't have an option of switching rooms.

That said, we plan to return to HRH sometime this year, with or w/o a refurbished room. We do love PBH & agree the service is better, but our DS doesn't like it as well. We didn't care for RPR, but that was a matter of personal taste. This wasn't our 1st stay at HRH, & won't be the last. HRH's convenience to the parks will keep us staying there over the other 2. We also like the atmosphere better than at RPR. We will be more aggressive in the future in assuring we get the room we booked.

PS: If I had HRH booked for the near future, I definitely wouldn't cancel. Everyone should see for themselves what it's like. I think most people will love staying there just like we do, flaws & all. :teeth:

[tarheelmjfan]

I'll be at Portofino next week and at a Loews in San Diego the week after that. I hope it's in as "poor shape" as it was last time I stayed.. :)

:offtopic:

We visited SD in April. We stayed at the Marriott Hotel & Marina though. We spent a day on Coronado Island. If you haven't been, there's a restaurant on the island with good food & a great view you should check out. It's an Italian restaurant named Il Fornaio. We also had an exceptional meal at the Marriott, & a couple disappointing ones. Oops, there I go again. :blush: I must try to refrain from making all my posts about food. Bad, bad me. :o

[TigerLilly's Mom]

The Loews San Diego on Coronado is beautiful. We stayed there last summer and with my Loews platinum, we were upgraded to a huge suite with a large deck looking right out on the water and the bridge that takes you to Coronado. The town is absolutely precious, the pools at the hotel were great and we had a wonderful time looking at the houses that sat right on the bay wondering how much money those people had!!! email me if you want more specific information for your trip.

[LuvTony0508]

I stayed at HRH July 8-11 club room 7101. It was magnificent. There wasn't a spot of dirt anywhere Iin our room), housekeeping was on the job, staff was awesome, very friendly and accomodating. I won't stay anywhere else. Sorry for those who had bad experiences, but mine was FABULOUS and I wrote to the managers and corporate offices singing the praises of the staff and facilities when I was there.

[Nana Annie]

.....

[highlander447]

Hi just back from staying club level at HRH and our room was good, only complaint was bed, it was very hard mattress, also found that the times for drinks are fine as said before thats the time most bars have happy hours incl the universal parks, also staff in lounge actually gave drink to guests for their room at 7pm, have to say overall it was a good experience :cool1:

[The Faculty]

[QUOTE=Nana Annie]I can't comment on the quality of the rooms at the Hard Rock, but it does seem that you received a very adequate and generous compensation for your troubles/complaint.

Not really when you figure I paid $800 for 2 nights of disappointment. Still at $600 it was a disgrace. The $200 credit is B.S. because they chrage $12 plus tax each day for parking and who is not going to at least order one drink at the pool which gets another lovely automatic 18% service charge.

They figure they will get back their $200.

I would be more impressed with one of the following:

a) We appologize for the state of our resort. Let us upgrade your room for your stay.

b) We are sorry but we have no other accomodations at this time. Let us give you a comp 2 night stay for future use once the rennovations are done and based on availability.

My $800 basically went to pay for enjoyment I should have received.

Anyhow, enough of this on the post. Just wanted people to be aware that the hotel is in rough shape but should be better before Christmas.

I will post again after I have dealt with Loews directly and let everyone know how they responded.

[ruadisneyfan2]

[QUOTE=The Faculty]

The $200 credit is B.S. because they chrage $12 plus tax each day for parking and who is not going to at least order one drink at the pool which gets another lovely automatic 18% service charge.

QUOTE]

FYI: We just stayed at the Embassy Suites in Niagara Falls, Ontario in June and they charged $20 Canadian daily for parking. :furious: Also we ate at a TGIFriday's there that charged almost $18 for chicken fingers and French fries, not including drink. You just have to expect ridiculous prices in tourist areas.
I can't speak for other cruise lines but Carnival automatically adds something like an 18% mandatory "gratuity" (kind of an oxymoron) to all drinks whether they're bought pool-side or during dinner. This applies to soda as well.
You would have paid this whether or not they knocked something off the price of your stay. This wasn't just aimed at you to recover the $200 that was returned to you.

[DrewAlmighty]

These are not enough to keep me away. I'm going in less then 2 weeks and I'm extremely excited, and staying at the Hard Rock. We've always had a wonderful experience there, and I'm sure we will again this time. We don't spend much time in the room anyway. But the new TV's sound pretty sweet.

[The Faculty]

[QUOTE=The Faculty]

The $200 credit is B.S. because they chrage $12 plus tax each day for parking and who is not going to at least order one drink at the pool which gets another lovely automatic 18% service charge.

QUOTE]

FYI: We just stayed at the Embassy Suites in Niagara Falls, Ontario in June and they charged $20 Canadian daily for parking. :furious: Also we ate at a TGIFriday's there that charged almost $18 for chicken fingers and French fries, not including drink. You just have to expect ridiculous prices in tourist areas.
I can't speak for other cruise lines but Carnival automatically adds something like an 18% mandatory "gratuity" (kind of an oxymoron) to all drinks whether they're bought pool-side or during dinner. This applies to soda as well.
You would have paid this whether or not they knocked something off the price of your stay. This wasn't just aimed at you to recover the $200 that was returned to you.

In Niagara you got screwed for the parking. Everyone from this point forward, all you have to do is tell them that you refuse to pay it and then what they do say is "We will take it off this time". It's a price grab that they try. If you don't speak up they take it from you. Speak up and it is no big deal.

And that TGI Firday's you speak of is a joke too. We had a good laugh there one night. Walk down the street to Kelsey's (Canada owned) and you get better food for a lower price. Any American owned places in NF gouge hoping that Americans will feel homesick and the need to eat it. Same for Denny's there. Grand Slam breakfast should be in around $5-$7 CDN mark, but down there more like $10-$12.

The automatic gratuity is another cash grab especially on a cruise line! YOu are already paying for that service! And then it is up to you how good it is as to whether to add any more. Nothing like paying that automatic fee and the service sucks.

[nicci1121@gmail.com]

Just got back from 5 nights at HRH with my kids, 2 standard rooms they were extremely clean and comfortable. Pool was in great shape as was the sound system. Check in was a little disappointing but service after that was terrific. The Kitchen for breakfast although a bit pricey is well worth it for the buffet. Beach Club is great as is the poolside service.

We would stay there again in a heartbeat. Sorry you had a bad experience. :cool1:

[aztecgoods]

This thread is pretty surprising to me, to even hear of the planned reservations already in just 5 years. I have always stayed at the RP or the Portifino and they have always been spotless stunning places. I am guessing maybe some of the HRH rooms may have been trashed more because this hotel is billed as kind of the singles, party people spot so may have experienced a little rowdier crowds, either that or you just got un-lucky with the room. Stay at the Royal P, its awesome, that is actually my favorite hotel, yes the cheaper rate helps, but I would probably stay there all things being equal anyway. The only advantage I have seen to the portifino is the balconies, don't get me wrong its awesome, but quite a bit more than the RP.

[damo]

Portofino has already undergone it's room renovations, so HRH was due.

[aztecgoods]

I guess when hotels this new are already doing renovations, just goes to show you how popular of a destination it really is. It is very surprising to me considering I think all the hotels are only 6 or 7 years old, with the RP being only about 3 years old.

[disneyfreakk]

This is the first I have heard of the HRH having renovations!! This is great, ty for letting us know! :thumbsup2