Just got back from a 3 night stay at the HRH. The hotel and rooms were beautifully decorated. However, the service leaves plenty to be desired. Arrived late Friday night. There was no robes (as advertised), and no remote control for television. When dialing their "* service" number we were simply told, "Sorry, no remotes or robes are available." Our vacation package was not available at the Hotel desk as promised, and the concierge (which was suppose to be open until 11 PM) was closed (it was only 10:15. Therefore, we couldn't pick up our vacation package. We could not place any 800 telephone calls so the use of our calling card us out. Self-parking in the hotel lot was $17.99 per each 24-hour period. Valet service was $10.00 in and out.
The next morning there was no daily paper delivered as promised. We could not get any assistance with the high speed internet access data line and the only response we could get from the hotel staff was "sorry that is unavailable right now." Interestingly enough we had called the day before leaving and were told that high speed access was operational. (Note: Our business relies on data communication so this was an important feature to us while traveling.)
The next morning (Saturday), they were filming in the lobby so that we could not get to the concierge desk for our vacation package.
The ride attendants at IOA did not seem to understand that the Hard Rock was an on site hotel. At the dueling dragons, they refused to allow us FOTL access. I complained at the guest services of IOA and the hand wrote a note that we could present to the ride attendants. One of the guest services employee had the gaul to tell us that it was really a privelege for us to be staying that the Hard Rock Hotel---to which I replied---No, it's a privelege for them to have us as customers because we can and should have taken our money elsewhere.
It's definitely not Disney quality. I've stayed at WDW (on site) 7 times in the past 14 years and have never had any problems.
We'll go back to disney resorts and spend our money there instead.
If HRH wants to be a world class resort they'll need to re-train their employees on service.
The next morning there was no daily paper delivered as promised. We could not get any assistance with the high speed internet access data line and the only response we could get from the hotel staff was "sorry that is unavailable right now." Interestingly enough we had called the day before leaving and were told that high speed access was operational. (Note: Our business relies on data communication so this was an important feature to us while traveling.)
The next morning (Saturday), they were filming in the lobby so that we could not get to the concierge desk for our vacation package.
The ride attendants at IOA did not seem to understand that the Hard Rock was an on site hotel. At the dueling dragons, they refused to allow us FOTL access. I complained at the guest services of IOA and the hand wrote a note that we could present to the ride attendants. One of the guest services employee had the gaul to tell us that it was really a privelege for us to be staying that the Hard Rock Hotel---to which I replied---No, it's a privelege for them to have us as customers because we can and should have taken our money elsewhere.
It's definitely not Disney quality. I've stayed at WDW (on site) 7 times in the past 14 years and have never had any problems.
We'll go back to disney resorts and spend our money there instead.
If HRH wants to be a world class resort they'll need to re-train their employees on service.
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