Loews Portofino Bay Hotel at Universal Orlando — Hotel in Orlando

When we booked this stay months ago, we were not informed about any construction at the property. About a week before our trip we received an email that stated: “ Please pardon occasional bustling activity as we refresh our Italian village and make updates to the façade of Loews Portofino Bay Hotel from now through December 2024. We will make every effort to limit guest impact to ensure you have a delightful stay. We look forward to welcoming you to La Dolce Vita!” What we encountered was not “bustling” it was a war zone…

We had a stay booked at the Royal Pacific but cancelled it to stay at Portofino Bay because we were told it was more peaceful, away from the parks with still having great access, and that the entertainment options and pools were a better fit for what we were looking for.

As soon as we arrived at the hotel, we knew we had made a mistake by changing to Portofino Bay. The entire resort was in total shambles, and we requested a move to another resort immediately from the front desk. The lady at the front desk was less than helpful and couldn’t even get our names straight on multiple attempts, let alone comprehend our concerns or offer a solution to the problem. After 30+ minutes in line and talking with the front desk after a long day of travel, the only solution we were offered was to cancel our reservation and get a refund within 30 days and then book somewhere else on our own.

All we were asking for was to get back into the Royal Pacific hotel, but that was not a solution they were willing to help us with. We then spoke to corporate wasting more of our first day on hold and we were told there was nothing they could do because no one at the front desk had marked that we were unsatisfied with Portofino Bay.

We were told that the room that we ultimately were given was done with construction however, we received a first floor room in which the window out was a construction road with equipment going back-and-forth and construction workers, yelling obscenities, and talking loudly all throughout the day.

The final straw during our stay, was being exposed to multiple chemicals that were being sprayed by construction workers directly upwind from us, while they were wearing full respirators and suits to spray the chemicals, we were subjected to breathe them in with no protection or concern for our health or safety in order to get back to our room. As a physician I can tell you that dirty mesh construction netting is not a proper filter for toxic chemicals. To make things worse, we have someone in our party that was traveling with us that has a severe anaphylactic health condition which we alerted the front desk about, and nobody cared to address the problem. She ended up having to stay with friends at another hotel on their couch after having to use an EpiPen when she was exposed to the chemicals.

As far as being a resort, there was no entertainment, very few food selections and we had over a 10 minute walk each way to get around the construction up to the third floor and down elevators just to get to a pool, where the staff was rude and everything was overpriced.

When we did use the limited food service on property, the service and efficiency was atrocious to the point of being comical. I spoke to a manager at Sal’s about a concern and the response was, “what do you want me to do about it, we are short handed.” That would be a fair statement if the manager was actually chipping in to help as opposed to standing around looking like a lost puppy.

To make things even worse, most of the stay, the walking path to the parks was closed due to the construction and we had to wait for 2-3 boats to come at times (15 minutes apart) limiting our time in the parks which already had ridiculously early closing times for the week (7PM).

If you truly care about customer satisfaction and the health and safety of your guests, I would be more than happy to speak with someone in a managerial position that can actually address our concerns.

See photos included for what is in store for your stay and make...

The hotel front is dirty because of construction. Inside, the lobby is nice, though it could also use an upgrade and reorganization.

Overall, the hotel is terribly laid out. Awful really. Think about a LONG walk inside a conference center and you will get what I’m saying. No signs and miles of carpet. No shortcuts to be found. It was very disappointing to see the hotel being remodeled but NOT reorganized! It takes 20 minutes to walk to a hotel room from the lobby if you are in a standard room.

BELLHOP/LUGGAGE service: Excellent, speedy, kind: and the only folks who gave good directions so you could get to a pool and back to your room again.

Of the three POOLS, we used the “beach” pool on two days. The kids liked it because of the slide. It was fine. However, the RESTAURANT at the pool is awful. Not the waitstaff or bartenders, they were funny and kind and know their jobs! It’s the food itself. I’ve eaten a lot of mediocre food while traveling—everyone has. This was on the low end of those experiences. Again, great staff, horrible food.

ROOMS: so basic it is laughable. And this hotel is hundreds of dollars a night! There are not enough outlets and charge ports for a group with personal electronics. The lamps are dirty and very clunky to use. The bedside is lit up like a Griswald Christmas with phones, cloaks, more dirty lighting, and outlets/ports that were worn out wouldn’t hold our cords in place. The outlet on one side of the bed were 6 feet away from the bed (yes, I measured) so you actually had to get out of bed and put phone or tablet on the floor to charge. Super relaxing at night or when you need to check the time or use the alarm…

ROOM STORAGE: one basic closet and a safe. But WHY aren’t there hooks and peg rails and well thought out shelves to put anything down on or hang up coats, wizard robes, raincoats, fanny packs, purses, or anything else? NO ONE USES A DRESSER AT A HOTEL! Gross. If you want suggestions on how to design a room—drive down the street to Surfside! That hotel knows what vacationers want in a room. There are hooks and ledges galore. No need for the grotty dresser.

The “mini” fridge was a small as a lunch cooler. You could not fit the food boxes from the poolside restaurant in them. Ridiculous.

The bathroom was “fine” though it felt musty and soggy because the ceiling is weirdly low.

The room overall was SUCH A DISAPPOINTMENT! I paid nearly 700 dollars a night for this room and it felt like a Howard Johnson the late 1980s—I was there, so I know what I’m talking about. Portofino rooms are utterly basic and there is no hint of “I’m somewhere special.”

This is a big one—the BOATS to the park: where do I start??? If I know, how about a larger SHADED area for people waiting on the quay next to the dock. Hello? It’s Florida. We are about to get roasted for 9 hours inside the theme park. So how about some shade for the boat queue at our ridiculously expensive hotel? Also, yes, I know I could have taken the bus. Hello? I’m staying at Portofino for a reason, and boat access is one of them.

Did I mention the boat line/queue? The walking path to the park was closed off due to construction so it was take the boat or the bus or the “alternative” walking route that included walking down an actual street and over a bridge. Adding about a half mile to walk from hotel to park—which is already a mile. I’d like to see management come out and huff through that walk in the morning before a day in the park and then again at night while steering around a couple of kids. RIDICULOUS. They need at least TWO boats servicing Portofino for the entirety of the construction period. It is beyond annoying to get sunburned and sweaty before you are even in the parks! Again, it wasn’t the staff. They are great. It’s the upper management making this type of call (or rather: not addressing a problem that I KNOW they are aware of).

Overall: aside from Cabana Bay (which is just wierdly dirty), Portofino is the worst of the on-site Universal Studio hotels. The staff is A+ material, but the...

Portofino bay is absolutely breathtaking! The beauty of this place is indescribable. From the second you arrive you feel like you are in Italy! With amazing concierge service they greet you the second you get there. The gentleman who parked our car were so kind and friendly they made the experience beautiful from the second we got there. They also park your car and provide any help needed. When I finally walked into the hotel it felt so surreal and emotional I couldn’t believe how blessed by Jesus I was to experience such a beautiful place. The greeter that greeted us was so kind when we walked in and the ciao made the dolce vita experience even better. The concierge also was so generous to give us a better room view considering we were celebrating my birthday! I will forever be grateful for that. The room was absolutely so beautiful, so well designed and so so clean. The beds were crisp white and the house keeping were so kind!!! When we greeted the housekeeping they were always so nice. And I truly saw how hardworking they were. The hotel has this amazing smell! It smells like what I imagine portofino Italy to smell like! It is so clean everywhere. Even the pools, and little portofino inspired areas. The concierge man I believe his name was George was so incredibly kind and talkative, he made us feel right at home. And he made this hotel an even humbler, beautiful experience! The whole staff was amazing. I didn’t meet one rude staff there which was a blessing! Every corner of Portofino bay feels so picturesque. The poolside bar gentleman was also so kind! Another spa lady who had orange hair was so amazing at greeting us and showing us around the second pool. If you already love Italy this place feels like a second Italy! My favourite parts of Portofino bay was the boats and the water. With the view of the beautiful coloured buildings it was just so beautiful. I also loved the Portofino bay piaza’s it felt like I was walking around piaza’s in Italy! I loved the restaurants Bice and Mama della’s have amazing food and a true Italian vibe! Bice was also beautiful and I felt like I was in Italy when I was in the restaurant! The second pool was absolutely gorgeous and had a beautiful Luxurious view with palm trees, coloured buildings and fountains. And also another beautiful area with the painted portofino buildings. I also loved the little inside porto village and the beautiful decor in the hotel!!! The attention to detail inside and outside is incredible! I also loved the gelateria! And the lavenderia! I also really loved the free water taxi it felt like I was on a boat in Italy and was a beautiful, blessed experience. I truly loved the music playing inside the hotel and outside. It feels like you’re in an Italian movie! I was so grateful to hear Andrea Bocelli and Dean Martin songs on the speakers! Portofino bay is a beautiful place to make memories with important people because it gives you space and time to connect. Especially at night with the quiet piazza’s. portofino bay was was such a beautiful, blessed experience. I also loved the opera singers on the balcony who were singing the prayer!! Which is one of my favourite songs! This place radiates beauty and class! And I will forever thank Jesus! If someone is a holy, Jesus loving person I would really recommend to come here because it’s a holy vacation considering the safety, beauty, peace and kind environments! You could do a Bible study by the water, or by the pool! Even if someone can’t afford the hotel, the restaurants, and view are worth the see! I truly felt so close to Jesus here. I was crying when I had to leave because I couldn’t believe I was leaving such a beautiful place. It just feels right at home! However if it’s in your budget the real portofino is truly so much more beautiful! Portofino bay is like a beautiful, somewhat close replica. But if you are in Florida or even vacationing Florida or are close by to portofino bay I recommend 10/10. This place is once in a lifetime!!!...