TripAdvisor Traveler Rating

I'm, bummed I have to write this and I hope to be able to change it in the future. I've had some great experiences at Portofino Bay and generally love the resort layout and feel (and proximity to Universal Studios), but my last stay was absolutely horrible and I've been really frustrated by the response by their management and "VIP Concierge". During our last stay in November of 2023, it happened to be raining several of the nights (and part of the days) that we were there. That's not their fault! Nobody can control the weather. Unfortunately, the windows to our room did next to nothing to keep the rain out. The windows leaked like crazy: we heard rain coming in all night, and woke up to standing water on the floor and a soaked carpet when we got out of bed. The room reeked of must/mildew and we couldn't use half of the floor without getting wet. When we texted their "VIP Concierge" we were offered apologies, but nothing else: no offer to come clean up the water, no offer to move us to a different room... we didn't even get an offer of towels to soak up the mess ourselves. And it's Portofino Bay, so we were paying over $500/night. Then, when I emailed them afterwards, they said sorry and comp'd a $30 business center charge. This is for a 10-night stay totaling over $5,000. When I emailed back saying that didn't give me a lot of hope and asking if there was anything else they could do, they just didn't respond. I tried again 7 months later and they got back offering a discounted rate for a future stay which sounds nice, except it's the EXACT same discount we already get as season pass holders at Universal. So, no discount. When I asked for clarification on if I was missing something, they again didn't respond. I'm really bummed - I wanted to give them a try again, but this is ridiculous support. I get that problems arise - leaks and maintenance issues happen. But the fact that they did nothing to try to resolve it while we were there and then simply offered us the same discount we already get to go back is insulting and leaves me with zero faith that they'll ever fix any problem while I'm staying there. I will note that I've stayed there four other times without issue, but an 80% success rate just doesn't do it for me if I'm paying $5,000 for my stay and they won't even fix an issue as serious as a flooded room. I'm torn on going back, but if I do I really hope it will be back to a perfect experience so I can bump this score back up.

This was a devastating stay. I am a strong father and man but actually cried leaving. Here is what (over-simplified) happened. I checked in for the 4th time this summer, room 2510, with my two daughters (6 and 17) for a fun 4 day stay. As yesterday (08/16) was our first night, we didn’t get our room on arrival. (That’s normal) We went to the parks, got our room (afternoon), and then ate at the club. The girls were doing a girl's night, so around 8:30 PM I went to the Thirsty Fish Bar. They are a good crew, and I separately (though likely will delete it) posted a great review about Shawn and others that I stand by. Also love the club - See photo of Julian and my daughter. A seriously menacing individual interrupted a discussion I was having with Ken, the manager, about another item. I had mentioned my brother was a lawyer (neither here nor there to the conversation). The man got enraged, started screaming threats "if you don’t shut up” (to which I did not reply or even look at him) and then kept telling the bartenders “I have your back” – This persisted for ten minutes. He was asked to leave, and did. I then asked for a follow-up with security as it took them 34 minutes to arrive. When they arrived, they told me" You need to leave as you are being violent and threatening” – Of course, they had the wrong guy. I disputed that. Nothing could be further from the truth. I protested that. They did not want to hear my objections. In short, I complained about incompetent security (and delayed response time, they got mad, and they RETALIATED). They stood their ground and evicted me, my sleeping daughters whom I had to wake from the hotel. I have never experienced this level of craziness or disrespect in my life. This was crazy, and after 20+ stays hurt me, my kids, and was terrible. See (before I delete it) my Thirsty Fish review on this property. I am a nice guy, did nothing wrong, and evidently the scary man who knows management can destroy lives. This is unfair and unreal. Writing to you all from a Fairfield inn near universal (8:15 AM, 08/17/2024). Happy to chat with anyone that has questions. Matthew

Umm where do I start. We have been to Florida many times but we have not used this hotel before. We really should of done a bit more research on this hotel as we had no idea at all that there was building works. I do not just mean a bit of building I mean the place is a building site full of loud builders. They had to put the music up so loud around the pool to drown out the machinery we could not hear ourself think. The hotel is very tired in our opinion (although other reviews rave about it ??). All I can say is we must of been seeing something different. Food is very expensive on site with a poor choice. First morning all we could get was a Starbucks and a doughnut. You may say why did you not get the $30 breakfast. Well its not worth it to us ..We only eat a slice of toast and maybe some cereal so it would of cost us $150 a day for the five of us $1500 for the 10 days. We found it easier to get a Uber out to Keke's. We was asked to leave the pool area twice on our vacation as apparently a storm was coming in (never see it) they would not let us sit in the bar area so therefore had to go back to our rooms. On one occasion we was halfway through our lunch and had to take it back to the room. The deli does not open until 11 am you can get breakfast items in there but you are usually out by the time it opens and a sandwich will set you back $18 The rooms are clean and the beds are comfortable so we did actually get a good night sleep. The boats to City walk are good and the fast pass is a bonus. Would we stay here again no. The Royal Pacific much better. Maybe it was the building works that spoilt it for us. We did tell reception we was not happy but all they say is I am sorry to hear that. My advise would be if you book this hotel check they have finished the building works. Sorry this had to be a negative review but I think people need to know.

We're here now and we have stayed before - love this hotel and it hasn't disappointed, despite the well documented construction which is ongoing. We were welcomed back and upgraded to a Villa Suite for five nights - which over looks the Villa Pool and we cannot see any construction at all from our window. The room has an updated bathroom with separate toilet and shower rather than a bath - and has been serviced every day. I still think this is a beautiful relaxing spot to return to after a day in the parks and we have stayed at most Universal resort hotels including Hard Rock, Royal Pacific and Sapphire Falls. I just love sitting by the bay with a wine and a pizza from Sal's, listening to Bella Notte and feeling like I'm a million miles from the hustle of the parks. One bonus this time has been seeing the drones and fireworks of the Cine Spectacular at 9pm from the harbour - it's an amazing show, even from here. The construction that is most intrusive currently in my opinion is the Beach Pool.. where areas are closed off and teams of workers refreshing the facades. This didn't feel like somewhere to chill - so we moved to the Villa Pool which was much quieter. The West Wing remains scaffolded and there are parts of the hotel and piazza which are screened off and undergoing work. I didn't really mind this if I am honest - the work they have done so far is beautiful and the paint detail is impressive and skilled. Ultimately I love the feel of this hotel and so it's difficult to complain that they're keeping up with the maintenance of it. We lived through construction at Hard Rock last year and it's all the better for it. I am sure PB will be too in another few months. Don't let it deter you, it's still a great place to stay.

This hotel does many things wonderful. The only thing it doesn't do wonder is service. The service at this hotel goes above and beyond anything I can put into words. The food, shops, and rooms are second to none. The only thing that made this hotel better were the express passes that came as the room keys