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“Great Location” 5 of 5 bubbles
Review of Loews Portofino Bay Hotel at Universal Orlando

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Loews Portofino Bay Hotel at Universal Orlando
Ranked #76 of 335 Hotels in Orlando
Certificate of Excellence
GreenLeadersSilver level
Stone Mountain, Georgia
Level Contributor
6 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 2 helpful votes
“Great Location”
5 of 5 bubbles Reviewed 13 July 2014

This was the perfect location because it is just a boat ride away from City Walk. I did not have a car and I felt as if I was able to entertain myself for the entire week between the hotel and City Walk!

  • Stayed July 2014, travelled on business
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 4 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Review collected in partnership with this hotel

Helpful?
Thank Angela L
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
LPBHManager, General Manager at Loews Portofino Bay Hotel at Universal Orlando, responded to this review, 22 July 2014
Thank you for reviewing us!

We are thrilled that you had a great stay here at Loews Portofino Bay Hotel. Our on-site location at Universal Orlando Resort allows us to offer the ultimate in convenience and benefits when visiting the Universal Orlando theme parks. It certainly sounds like you had a fun-filled vacation!

We hope that you have the opportunity to return again soon. It would be a pleasure to welcome you back!
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3,373 reviews from our community

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Rating summary
  • Location
    5 of 5 bubbles
  • Sleep Quality
    4.5 of 5 bubbles
  • Rooms
    4.5 of 5 bubbles
  • Service
    4.5 of 5 bubbles
  • Value
    4 of 5 bubbles
  • Cleanliness
    4.5 of 5 bubbles
Traveller tips help you choose the right room.   Room tips (711)
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English first
Columbia, South Carolina
Level Contributor
1 review
common_n_hotel_reviews_1bd8 15 helpful votes
1 of 5 bubbles Reviewed 12 July 2014

What was supposed to be a special graduation trip for my daughter and our family turned into a nightmare. This was our second trip to Portofino Bay Resort.
Arrival: We had two connecting rooms.
Room Condition: There was a terrible stain on carpet and on the chair (different places), blood on front of bathroom cabinet, patio flower bed was littered with cigarette butts, gum on the outside door handle, hairs on bathroom counter, toilet gurgling, and sink bubbled something up (neither were used).
Understand, we arrived late in the evening so there was no rush to get the room ready. We immediately brought the issues to the attention of the manager on duty. He was unpleasant, as if we were wasting his time. After waiting quite a while, we were able to view six more rooms. All were unsatisfactory. There was food on the table and floor, private hairs in bathrooms, a lesser carpet stain, and stains on bed sheets and towels. At this point it was midnight and we had been trying to find rooms that were clean since 6 pm and had driven eight hours that day. We needed rest, so we reluctantly decided to accept the rooms. The rooms we accepted were also not connecting, which was part of our original request. When we went to get into bed, one of the queen beds had hairs (some that appeared to be from private areas) on the sheets. We immediately called housekeeping and asked for new linens. We stripped both of beds and made them ourselves. It is now 12:30AM on Monday morning. In the other room, we found what appeared to be a dead bug in the bed with a bloodstain beside it. The shower had private hairs in it. Urine on toilet and pink mold were also, found. During the ordeal, we asked to speak to the hotel manager who would not be in until morning. We asked for her to contact us. Also, as we walked through the hotel it was very dirty. There was trash in hallways and a broken refrigerator which remained in the hallway the two days we were there.
Day two: In the morning, the head of housekeeping called and said he would have better accommodations for us by the afternoon. I asked him when the hotel manager, would be contacting us. He asked us to please let him rectify the situation before contacting her. He said he would personally oversee the new accommodations, but they would not be ready until late afternoon. So, we packed up and finally made it to the parks around lunch time. We left the parks to check on the room around 4:30. We called head of housekeeping, but they said the room was still not quite ready. Around 5pm we viewed the new rooms, which they were still cleaning. They had upgraded us to a wonderful suite. Still, one of the bathrooms was not clean. However, they assured us that they were still cleaning. We did not turn down the beds or look extremely closely because the head of housekeeping said he personally inspected it. We trusted that he had.
When we returned to the room: The bathroom was in the same condition, hair was on the counter and in the shower. Hairs and more stains on sheets were found when the beds were turned down. We decided to call for more linens. Unbelievably, when we picked up the phone there were more hairs on the phone (private hairs) where it hangs up. By this time it is 10:30pm, we asked for linens again.
Final straw: When taking the blanket out from between the sheets, there were what appeared to be bugs, bug eggs and exoskeletons. Our family was finished; we left Orlando after midnight and drove 7+ hours back home. We were offered accommodations at the Hard Rock hotel, but declined because we were not confident in the cleanliness of any of the hotels. The manager on duty that evening said we would get a call from executive management the very next day. Guess what, no call.
Approximately a week after we arrived back home, we had yet to received a call from Loews. So I called their offices in New York and was able to find a Loews customer representative. She returned my call the next day, and was apologetic, but said the issues would be routed back to the hotel. She said the assistant to the general manager would call us prior to speaking with the general manager. Understand, again, the general manager never spoke to us while we were having problems--the Loews staff did not want her involved.
Our trip was on June 8th for 5 nights, but we left after the first night. We were told the manager would contact us the day we left (June 9th), but as of July 12th and several calls to the New York office, we have heard nothing.
Sadly, our trip for our graduate and family was ruined .

  • Stayed June 2014, travelled with family
    • 1 of 5 bubbles
      Sleep Quality
    • 1 of 5 bubbles
      Rooms
    • 1 of 5 bubbles
      Service
Helpful?
15 Thank HotelsOrlando
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
LPBHManager, General Manager at Loews Portofino Bay Hotel at Universal Orlando, responded to this review, 16 July 2014
Thank you for taking the time to provide your feedback. Please accept my sincere apologies for the inconveniences in your room. One call to our team should have been all that was required on your part and I am sorry this was not what you experienced. We strive to provide efficient and courteous service to all of our guests. I’d truly appreciate another opportunity to reconnect with you about your recent stay. Please contact us at: portofinogeneralmanager@loewshotels.com so that we may schedule a phone call at your earliest convenience.
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Minneapolis, Minnesota
Level Contributor
32 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 59 helpful votes
4 of 5 bubbles Reviewed 12 July 2014

We just got home today from a four day stay at Lowes Portofino. The hotel grounds are beautiful and the staff is beyond helpful, organized and friendly. The feeling of being welcomed there doesn't begin and end at the front desk like at some hotels, it extends from there to luggage services, help with getting your park tickets, the on site restaurants, the captain that drives the boat back and forth to the city walk, the shuttle bus driver and the housekeeping staff...all wonderful and amazing. The room was comfortable, clean and the beds offered the relaxing sleep that we needed to power through our days at both Universal and Island of Adventure. Both Hogsmeade and Diagon were amazing and the look on our 13 year olds face when she entered both parks for the first time made it all worth it:) Thank-you to everyone there that made our stay memorable and comfortable.
The only negatives that we encountered were that the Internet service that was free in the rooms and on the property did not extend to cover our entire room. You literally had to stand by the door or go into the bathroom to get reception and that we could not use the meal service plan at the on site restaurants. Neither issue made us have an unpleasant stay and one of the supervisors comped us a fifty dollar room credit for the Internet inconvenience, which we used on the water and snack in the mini bar. Thank-you to them for extending the courtesy of addressing the issue:)
Overall: We enjoyed this property so much that we have already begun planning our return to Universal at this hotel next summer:) See you all next year! Ciao!

Room Tip: We stayed in the west wing, which was right next to the boat shuttle, excellent. Ask for a first flo...
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  • Stayed July 2014, travelled with family
    • 5 of 5 bubbles
      Location
    • 4 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Service
Helpful?
4 Thank Andrea W
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Olrando
1 review
common_n_hotel_reviews_1bd8 1 helpful vote
5 of 5 bubbles Reviewed 12 July 2014

This hotel is one of three properties affiliated with Universal Studios. It is an Italian themed hotel, so all of the restaurants on site follow that theme including the food provided at my conference. The hotel is beautiful. Everything about the hotel is fancy and luxurious. The rooms are huge, especially the bathroom. The water taxi to go to Citywalk is awesome. It's free and departs regularly from the hotel. My only complaint is that this hotel is HUGE. Expect to do a lot of walking. My room was very far away from the lobby. I was attending for a conference and stayed for 5 nights. I would recommend this hotel for anyone either for business or for a vacation.

Just a side note, there is no refrigerator in the room. This may be inconvenient if you are a nursing mom.

  • Stayed July 2014, travelled on business
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Review collected in partnership with this hotel

Helpful?
1 Thank Chelsea P
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
LPBHManager, General Manager at Loews Portofino Bay Hotel at Universal Orlando, responded to this review, 28 July 2014
Thank you for sharing your experience.

We are so glad that you enjoyed your stay and the Italian theme of our hotel. Since our resort is a re-creation of the seaside village of Portofino, Italy, we feature a unique lay-out, built around a bay. I sincerely hope you will choose to stay with us again when your travels bring you back to Orlando.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Level Contributor
4 reviews
common_n_hotel_reviews_1bd8 1 helpful vote
4 of 5 bubbles Reviewed 12 July 2014

I enjoyed my stay at the hotel, however, I couldn't believe that as much as we paid for our stay here we had to pay for parking too, There was a few everyday for that in their parking lot! They are pet friendly. There is a fee for bring your pet but it is nice to be able take our pet with us. It is a little more expensive to stay here instead of other hotels around Universal but it is a nice splurge. There are other hotels around here that do not charge for parking and some do not charge for extra for your pets.

  • Stayed July 2014, travelled as a couple
    • 4 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Location
    • 4 of 5 bubbles
      Sleep Quality
    • 4 of 5 bubbles
      Rooms
    • 4 of 5 bubbles
      Cleanliness
    • 4 of 5 bubbles
      Service
Review collected in partnership with La Quinta

Helpful?
Thank glorify40
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Olrando
1 review
5 of 5 bubbles Reviewed 12 July 2014

My second time staying at the hotel. Great service, everyone very professional great rooms. I love the transportation to the parks, avoid the driving and hassle to park. Pool area very clean relaxing, places to eat and drink within the hotel very accessible Highly recommended.

  • Stayed June 2014, travelled with family
    • 4 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 4 of 5 bubbles
      Cleanliness
    • 4 of 5 bubbles
      Service
Review collected in partnership with this hotel

Helpful?
Thank Nora C
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
LPBHManager, General Manager at Loews Portofino Bay Hotel at Universal Orlando, responded to this review, 28 July 2014
Grazie for your kind comments and recommendation!

It certainly sounds like you were able to enjoy all that the resort has to offer. We are proud to offer such amazing benefits when you visit Universal Orlando Resort.

We hope to see you again when your travels bring you back to Orlando!
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Hermosillo, Mexico
Level Contributor
10 reviews
10 hotel reviews
common_n_hotel_reviews_1bd8 6 helpful votes
5 of 5 bubbles Reviewed 12 July 2014

Excellent overall experience. Beautiful hotel with very nice staff. The bennefits to Universal are really helpful and the hotel location does not seem to be this close to the parks. It is quiet and relaxing. We will definetely be coming back again and recomend it to everyone.

  • Stayed July 2014, travelled as a couple
    • 4 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Review collected in partnership with this hotel

Helpful?
Thank Arturo A
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
LPBHManager, General Manager at Loews Portofino Bay Hotel at Universal Orlando, responded to this review, 22 July 2014
Thank you for your amazing comments. We are happy to hear that you enjoyed the beauty of our re-creation of the famed Mediterranean seaside resort village of Portofino, Italy. Like so many, you took full advantage of the many amenities the hotel offers like the complimentary water taxi to the Universal Orlando theme parks and City Walk.

We hope that you will choose us again when your travels bring you back to the Orlando area!
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about Loews Portofino Bay Hotel at Universal Orlando

Property: Loews Portofino Bay Hotel at Universal Orlando
Address: 5601 Universal Blvd., Orlando, FL 32819-7880
Region: United States > Florida > Central Florida > Orlando
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre with Gym / Workout Room Children Activities (Kid / Family Friendly) Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Shuttle Bus service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#15 Top resorts Hotel in Orlando
#16 Spa Hotel in Orlando
#17 Green Hotel in Orlando
#28 Luxury Hotel in Orlando
#45 Business Hotel in Orlando
#54 Romantic Hotel in Orlando
#80 Family Hotel in Orlando
Price Range (Based on Average Rates): £££
Hotel Class:4 star — Loews Portofino Bay Hotel at Universal Orlando 4*
Number of rooms: 750
Official Description (provided by the hotel):
Enjoy a luxurious escape inspired by the famed seaside village of Portofino, Italy. Perfectly appointed rooms and suites, gorgeous vistas and incredible cuisine welcome you to celebrate la dolce vita-the sweet life. Located on-site at Universal Orlando Resort, Loews Portofino Bay Hotel is in the heart of the excitement of Universal Studios Florida, Universal's Islands of Adventure, and Universal CityWalk. Guests of this hotel enjoy exclusive theme park benefits. Skip the regular lines at most attractions with FREE Universal Express Unlimited ride access - a benefit worth $89 per person, per day**. You can also take advantage of Early Park Admission one hour before the theme park opens, and more! (valid theme park admission required.) ... more   less 
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Also Known As:
Loews Portofino Bay Resort
Portofino Orlando
Portofino Bay Hotel Orlando
Loews Portofino Bay Hotel At Universal Orlando Florida

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