Good

Liked: The hotel is beautiful but there a lot of beautiful resorts in the area that treat their customers properly. Also two other premier resorts with fast passes. When people spend their money the should be treated with amazing customer service.
Disliked: The computer system crashed at all the hotel properties at universal. We spent our first night when we arrived at the aventura hotel. Their system was down but the people at the front desk were amazing & apologetic. When we checked in the hard rock the next morning we waited in line well over an hour just to check in. Approximately 90 minutes of my vacation was spent at the front desk. When I finally got to the desk just to check in and get our fast passes we encountered a very rude women named Emily (Emmie) on her name tag. She was very frustrated because of the computers being down for a second day. It was not my fault or my family's fault that this made her job more difficult. We tried to make light of the situation because it wasn't her fault. She was still extremely short & rude. It should have been her job to make us feel welcome & apologize for the situation we were put through. Families pay alot of money to be treated like you would expect in a premier resort. My daughter and her family stayed at Portifino Bay which they do about four times every year and they were treated like gold. They took me to their resort to have them answer my questions about my Express passes that didn't work. Maybe hard rock should take some lessons from the other properties at Universal, what costumer service is. I do have to say all the gentlemen at curbside and luggage were amazing. Would definitely stay at Portifino or Aventura again. There was a number of unfortunate incidents during our stay. I have stayed at hard rock several times in the past and always raved about this resort. I will definitely look elsewhere from now on & plan on letting all my friends and family know what an unpleasant experience I had at Hard Rock in Orlando