The room was very nice and comfortable, however the lack of room service put a damper on our vacation. After hitting the park for a long day we arrived back at our room at 5PM only to find it not serviced. When we called we received the explanation that room cleaning takes place until 5:30PM and if we wanted service earlier we should have put our "service room now" card on the door. While I may expect this type of service from a lower quality hotel, I did not from a four star resort. Perhaps they should explain this when you check in as this is not the industry norm. Long story short, my room was never serviced despite me leaving the room at returning at 6:30PM to allow for the cleaning. When I complained we were given breakfast vouchers for a buffet that had terrible food, runny eggs and hard waffles. The location was great and the boat services to the park were excellent. If it weren't for the poor room service and response I would have recommended this hotel.
There are times when ur satisfied u Spent the money. Staying here was definitely onr of those times ut hsppy u chose to spoil yourself. Thr water taxi to universal was easy and quite beautiful. Aftet a day at universal that ride home calms u down and the hotel area at night from the boat is spectacular! Its just one of those places that puts a smole on ur face. Lobby area is charming,nice staff everywhere. Thr square area and the buildings really do resemble an italian fishing village. Bar and grill located right off thr square is a fun place with friendly upbeat staff and good food. Universal is a great thrme park and thr early entrance afforded to hotel guest is something to tke advantage of. Rode harry potter 3 times b4 park official opening. Rides are truly exciting and i vsnt brlievr that disney Dissapointed me after universal. The room was very well appointed snd after a lonh day that bed jad thr mpst comfortable mattress. I have not one negative thing to say except i wish i could have stayed a few more nights. Very peaceful and at night its a big ol photo op. One place that words csnt do it justice. Just go there
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.
Excellent, friendly staff, couldn't do enough for us. The most comfortable bed and pillows we've ever had in a hotel. Very clean. Very good food.