Loews Portofino Bay Hotel at Universal Orlando Resort

5601 Universal Blvd. | Orlando, FL 32819-7880  [SEE MAP]Orlando, FL  [SEE ADDRESS]

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Guest Reviews

Tripadvisor Traveler Rating 1

Bad experience

Jan 11th, 2021

Family vacation for the end of the year 2020 became a horrible experience. This is to advice you before you go. During the 4 days there was not cleaning room services, all the trash was getting accumulate on the floor next to a full garbage can, called for a cleaning request and no one show up, even the kids complain about it, no to talk about the towels, no change on the towels, or anything in the room. Hiding after the Covid-19 situation the hotel is not given any services at all to the room. We choose this hotel for previous experience, but this time was a complete turnaround. Another advice: The club level lounge, was horrible, bad services from the employees, asking for your room number all the time every day like we are from another planet or you were there stilling food? I felt discrimination at the Portofino Bay Hotel club level lounge. The food was cold and low quality, it is not worth it to pay extra money for the club level, when they had change from good to bad service and a bad experience. Another advice: Be careful in reference to the self-parking charge. When you are leaving the hotel and check out your car from the parking garage do not pay with your credit card, use your room key to get authorization to leave the parking garage. No one explain this to me and I have been charged twice for the same number of days for the self-parking at the Portofino Bay hotel. I spoke with the front desk manager and as of today 9 days after checking out I have not received my refund back to my credit card. I just called today, and they said it will take several weeks to complete process and return back to my account. Here I'm an annual passholder, with many stays in this Portofino Hotel, with a bad experience and a point of no return to this 1 Star Portofino Bay Hotel. For a better experience at Orlando Universal, I recommend the Hard Rock Hotel. They offer the same fast pass to the rides and a convenient boat ride to the Parks. TRIPADVISOR.COM USER 

Tripadvisor Traveler Rating 3

Average at best...

Jan 9th, 2021

Being our first trip to Universal Studios we really didn't know what to expect with this property, but on paper it looked fantastic and we were super excited to check it out for our 3 night stay. We arrived to check in after 1 am and luckily there was no one in line and we thought it would be easy to check in. It was not. It took the girl over 3o minutes to check us in because she kept messing up our room keys and really didn't know what she was doing. During this time I asked her about the ticket kiosk as I wanted to pick up my tickets and she had no clue what I was talking about so that was frustrating as well. Finally we were off to our room around 1:30 and when we got to the room I noticed that two of our keys had the names misspelled so I ventured back to the front desk to have it corrected. Now there is a line of 2 people and I waited nearly 30 minutes to get back to her. As soon as I did, my wife called because she was giving our small children a shower in hopes of putting them to bed, but they were historical because there was a huge cockroach in the shower. Needless to say my wife and children swore they wouldn't sleep in that room so we changed rooms and an hour and a half after we arrived we were moving our bags to the second room. The second room was the same as the first minus the unwanted roommate. The rooms are very simple and outdated. Not what I would expect from a room that runs between $300-600 a night and supposedly the nicest resort at Universal Studios. The room seems like it should have been around $200 a night. During our stay we ate at two of the restaurants that were available. Sal's Pizza was a good choice after the parks for a late night pizza. We also ate, or should I say tried to eat at Del Porto and that was beyond awful and overpriced. I would avoid at all costs. The only benefits I could see to staying here and I think that the management knows it is that you get daily Express Passes for the parks that prevent you from waiting in long lines. Had it not been for the passes, I would have checked out after the 2 hours of time that was wasted checking in. I would also point out that checking out was as difficult as checking in. We checked out of the room at 8 am and headed to the park. We left our bags with the bell desk. I realized I forgot my magic bands for Disney in the safe and asked if they could put them with my stored bags. I was told that they could not, but security will take care of them and bring them to me when I was ready to leave. > Fast forward to when we made it back, I let the bell desk know I needed to get my bands from security and it took 4 calls and 45 minutes to get them from security. Meanwhile, the car I had ordered had to wait on the clock for them causing me additional expenses as well. Not sure why it took so long, but it was very frustrating as well. We really wanted to like this property and are planning another trip for next month, but we definitely won't be staying at a Loews this go around... TRIPADVISOR.COM USER 

Tripadvisor Traveler Rating 5

A Must Stay

Jan 7th, 2021

I can never say enough great things about this hotel!!!! I get excited every time we visit!! Our family always feel so welcomed when we stay :). Even during these Covid times I enjoyed every second. We always stay club level just for the snacks and drinks, but right now it's a little different. It's beautiful here and gives a nice Italian feel TRIPADVISOR.COM USER 

Tripadvisor Traveler Rating 3

Not hot shower

Jan 7th, 2021

For what we paid, you'd expect at minimum a hot shower. We called to let the front desk know our shower only reached luke warm. They said engineering would be sent to look at it. Did not appear to have been looked at. Nor was it fixed. Nor were we offered another room. Very dissapointing. TRIPADVISOR.COM USER 

Tripadvisor Traveler Rating 2

All Around Poor Service

Jan 5th, 2021

We just stayed at the Lowes Portofino Hotel in Orlando, Florida. We did not receive the standard of service that one would expect from a Lowes hotel. There was no line at check-in yet the process was so slow it took over an hour to get checked in, even after checking in online. We had five people in the room yet were only provided 4 bath towels. Extra towels had to be requested TWICE before we received them. Only two coffee pods were provided and when more were requested we were told there were not any available in the hotel. Walking down the hallway, we saw trays of coffee pods on the housekeeping cart! Service at the hotel restaurants was extremely slow. We waited over 60 minutes for pizzas and salads the first night and the next morning we were served COLD breakfast after waiting 90 minutes. We stayed here for the convenience of the fast passes, but we will simply upgrade our passes and stay at a Marriott where they provide much better service and readily grant late check out! I definitely would not recommended this hotel to anyone and would not stay here again. TRIPADVISOR.COM USER 

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