May 15, 2015 Portofino issues We had a late check in that was handled wonderful by Heather. After we were checked in and taken care of by the front desk Andres our bag man took us to our room. This is where the issues began. Upon walking in the room we noticed a very foul smell. This was noticed by Andres too and he offered to have housekeeping spray the room while we were at the park and let the front desk knows if we had further issues. So this was done. Upon return the room still smelled – the turndown housekeeper brought us water and changed our blankets. We decided to go to bed and see if it was better next day. It was not. Good notes from this day- Friendly staff Room was ready Parcel from our package was ready Tickets, express passes and birthday pin where ready and easy to get. Room service was quick Bad Notes – Very bad odor in room May 16, 2015 We woke to go to our reserved breakfast at 3 broom sticks. My son was not feeling well. Woke with a head ache but did not want to miss anything, so we went to breakfast. Returned later that day to find room cleaned and still smelling awful. We changed and went to dinner. Good notes – Water taxis were easy to use and friendly Pool was fun Bad Notes – Continuing room odor. May 17, 2015 We woke to my son still with a headache and throwing up again. However, again we had breakfast reservations that my son did not want to miss so we went to breakfast even though he only got fruit which we brought back and he could not eat. We spent the rest of the day trying to get him rest and the room issues resolved. Then we decided to go to Wal-Mart for febreeze and fresh air. At which point I notified management of continuing smell issue. At which point Dennis did change our rooms, return our room charges and offer us a free night. I felt this was satisfactory until I found out that we just going to our reservation for breakfast would cost us a whole day at the park we lost with my son being sick. Even though we were supposed to be given an additional day from Universal from issues we had had on our visit there May 15, 2015. I thought this would all be okay until I found out on May 18.2015 that the notes were not entered correctly and we lost a whole day. Good notes – Room issue resolved Bad Notes- Lost a whole day at park that was not made up. May 18, 2015 We woke in our new room feeling refreshed and ready to make up our missing day however, were turned away at the gate, because we used our pass the one morning for breakfast and the day extension offered by Frieda at the Universal studios guest services was not entered. Even though our express passes went through the 18t , the jump passes she gave us went till the 21st of May, we now lost out on a full day. So, all in all my son takes away from this trip is that because his hotel room made him sick he missed a whole day of fun. That a park that was promising fun and a special time with his button and the extra passes we go was a lie. At this point I would have rather not had the extra day in the Portofino and watch my sons heart break at Universal told him he can’t have his special day back. Both Portofino and Universal go their money upfront from me and in return I was looking for the special trip that they advertise but did not get. I now get to drive home 30 hours a day later which I would have done to see my son happy and not disappointed as he was. If Universal had done their job on the 15th and Portofino had given us a room that was not just painted my son would have had a 12th birthday to remember, now all he tells people is my room made me sick and Universal is not special or understanding at all. Money rules all I guess.
Paradise away from home. Low stress, great environment. Staff was very friendly and helpful. Perfect setting to propose to my girl.
The Loews Portofino Bay is modeled after Italy, so everything is themed and very touristy. Cafe has good sandwiches and offerings, but is overpriced. Sand-lined pool is on the small side and bar area is usually crowded. Overall, okay experience. Good for conferences.
Stay Anywhere Else!!! We reserved our (3) Deluxe Rooms 8 months in advance of our vacation. We got 2 handicap rooms. Three of the rooms were near noisy main service or guest elevators. Deluxe King Rooms are actually Handicap Rooms. Guests are treated as they would be at McDonalds or Hardy's. You are expected to appreciate the honor of staying at your location. The only staff that treated with any respect were the valet parking crew. We have now stayed at all three hotels at the Universal studio property. Will will not be returning to your facility & will highly recommend that others avoid your facility.