Loews Portofino Bay Hotel at Universal Orlando

Negatives: I understand the hotel is under refurbishment but the gym lacked equipment and was dirty. Two of the main restaurants closed with no other option but room service or the snack bar.

Negatives: Extensive building works and dated rooms

Negatives: Housekeeping could have been better. On 2 separate occasions, I had to request multiple time for housekeeping to come to the room. Room was a bit small. I am use to bigger rooms.

Negatives: No issues. There was some construction work to the exterior of the hotel but it was limited to day time only and did not impact our stay at all.

Negatives: Lacking in a leisure bar to sit and have drinks in.

Negatives: The issue regarding the property began when we were processed a key fob to our room that only worked till 10 that night which happened to be when we came back to our hotel room. My partner went down regarding the issue and was processed another 3 different keys that didn’t work! Maintenance came up and unfortunately they were not able to help, this the lead to offsite security being called out to use an overriding fob. This process took 3hrs and the hotel staff were very unhelpful. No one apologised for the inconvenience or the fact that this had occurred. And the fact they still hadn’t found a way for us as guests to access our room without the fob. The following morning I went down to complain and ask if there was a chance we could have a refund because of this issue and still not being able to access our room unless one of our party stayed in it. The first thing I was told was that I couldn’t get a refund, again no apology and the issue still not resolved. The lack of accountability and respect from the managers and staff at the desk that dealt with this issue was appalling. I won’t be staying again obviously and won’t be recommending to anyone. The compensation we were offered at first was a 10% refund, buffet breakfast and late check out. However because we can’t get back into our room because the key fob doesn’t work late check out was pointless. We then further complained to another manager and they offered the same but with 20% instead. Of which we’ve still not been told when we will receive it. The breakfast we asked to be room service due to the fact the door will not open if we leave. This was refused by the hotel staff, they were not helpful in the slightest! We were so disappointed as we were so excited to stay here. Safe to say we will not be staying here again and not recommending it to anyone! Especially because of the way the staff handle themselves, very disrespectful with little care on their end.

Negatives: None