Loews Portofino Bay Hotel at Universal Orlando

Superb

Superb

We will never return this...

Liked: Nothing!
Disliked: When you paid that amount of money for a stay in a 5 stars hotel, you expect to receive at list the minimum facilities and services that were included the deal. We made a reservation to that hotel only because the Express pass to the parks although we had a parallel reservation double booked in a different hotel. The express pass didn’t work and caused us a great inconvenience and waste of precious time in the park trying to find out a solution for this absurd situation.We had to stand more than one hour in the guests service in the park because the hotel guest service on the phone refused to handle the situation and have been unpleasant and impolite ! All that inspite of the fact we paid good money for that. In addition Not only we didn’t get those facilities, we had to ask for them, basic things like one bad that was short for the number of people in the room. Basic things like towels and blankets.We won’t come back to this hotel that’s for sure!

Passable

Liked: Close to universal and was fantastic to get express passes
Disliked: From the off, communication regarding the room occupancy was terrible. I asked if there was a sofa bed or an extra bed in the room as we were staying two adults one child and they responded at 11pm the night before with room occupancy is max you can stay 3 to a king room. I responded that I can’t have my child sleep with myself and my partner in the room does it come with a sofa bed or do I need to request another bed. To which I was told an extra bed will cost you, you can sleep 3 in a king. Not happy. Arrive at the resort to find out all king rooms come with a sofa bed which was not made aware of and I wouldn’t be charged for this. I was told to text to get the sofa bed turned down for the little one. I txt when we received the room asking for the sofa bed to be turned down at 7pm so that we could put the little one straight to bed on return, this was agreed. On return to the room at 9:30pm the bed was still not turned down, little one was asleep in pram by this point. I rang the front desk and expressed that this hadn’t happened to be told I’d never requested a turn down. I read them the txt conversation which was how they preferred to communicate all information to which the be gruntled front desk said well send someone when we can. I said I’m happy to do it but there’s no bedding for the sofa bed in the room. At 11pm someone showed up with bedding huffing and puffing about having to turn it down so late. Just put a sheet and a pillow down and when I asked for the blanket for the little one she said surely they won’t need it as they were sleeping fine without it right now. Hospitality post check in is rubbish for a 5 star

Exceptional

Liked: Great location, very comfortable beds, clean, and the staff was wonderful!
Disliked: Location, cleanliness, staff

Exceptional

Always enjoyable due to location...

Liked: Close to the park
Disliked: It’s expensive and epic universe for not except it for fast pass!

Exceptional

Beautiful and nice universal hotel

Liked: We had the opportunity to have early check-in and im thank ful for that, room is bigger than the other universal hotel we stayed in and not far to walk from the taxi boat to universal. Very great staff....
Disliked: N/a