TripAdvisor Traveler Rating

This was my first time staying at the Portofino in Anaheim and I wanted to share that the customer service deserves 10 stars. Cindy checked us in and she provided excellent service, she was friendly, kind and helpful. The hotel is a little outdated but Cindy's attitude made us feel like we were at the right hotel.

I booked this hotel based on the family suite room pictures, price, and it being a Disney Good neighbor hotel. I unfortunately didn't read reviews until after booking. With so many average (or worse reviews) I started to worry we made a bad choice and attempted to cancel, only to find out I had booked non-refundable. With no other option, we hoped for the best and arrived for our 2 night stay. Short story- you get what you pay for. The room was clean, but worn. It was "good enough", but we won't be staying again. The Details Pros: Check in was quick and friendly, we found parking between the two buildings. The room was spacious, the carpet clean, and it had a fridge and microwave. The location is convenient close enough to walk to Disney and plenty of places to eat. The 2 younger kids loved having their own bunk bed, and we loved the extra space and storage. The two separate sinks are a great idea. Cons: The furniture is worn. The mattresses cheap and rock hard, the pillows small and lumpy. Our oldest slept on the pull out sofa bed, and it was the worst. We know sofa beds aren't known for being the comfiest, but lately most hotels have decent memory foam. This was springy, old, and yellowed. There are two bathroom sinks, one in the shower/toilet area, one just outside the door. This is a great idea and helpful to have multiple people get ready, but the counter space is so small with very little space for toiletries. Most of our negative view of the hotel were manageable or tolerable, but the single reason we won't be returning is the lack of sound proofing. We could hear every creak, noise, toilet flush, even phone vibration of guests surrounding us. The pipes in the walls roared loudly. With people returning from the theme parks late, we had the worst nights of sleep. Everything traveled through the doors and walls. We tried to be mindful of this and be courteous as we left early ourselves and returned late the second night. I choose this hotel to get more space and a lower cost, but next time I think we will go back to one of the newer hotels.

Alexa and the manager were extremely understanding and kind. Jerry was not. We got into our hotel and the room was fairly clean there was a stain on the couch and the blankets were dirty but it wasn’t terrible. We went down to the lobby to buy Disney tickets as when we called on the phone they said they sold Disney tickets there and quoted us $160. We went down and were told that they do not sell tickets there and that we have to find a different way to get tickets. We went down to the lobby later to figure it out because the regular Disney tickets are $224 a person. Jerry who was at the desk did not listen to us. We tried to explain our situation, he continued to just tell us no they do not sell Disney tickets rather than ACTUALLY listening to the situation at hand. When the manager was called out she was very kind. She took the time to understand our situation and explain to us what was going on. She then dropped our room rate for the inconvenience considering there was not much else she could do. We learned later after a few extremely annoying phone calls that the quotes they were giving us were from 2017 and they DID NOT disclose that to us at the beginning. Make sure that you see when your quotes are being taken and know that this hotel does NOT sell Disney tickets.

We arrived at 2pm and they wanted to charge us $75 for early checkin and $15 for parking early. So, we went to the ocean and had fun. Arrived back after 4pm checkin and they put us in the wrong room, not a suite. I had to go show them on my phone to prove it. BEWARE. We had zero water pressure ZERO and they would not do anything about it. Housekeeping staff was very nice and helpful but you have to ask for everything - they do not clean unless you ask.

Alexis at the front desk was so hopeful when we checked in early. If you call reservations they are not aware of hotel policy, but Alexis smoothed everything over for us and got us into an available room so we could head to the parks.