TripAdvisor Traveler Rating

Portofino Bay was the second part to our Orlando holiday. We booked because of the convenience of the unlimited express passes that are offered with the stay and also transportation to the Universal parks. We stayed for 4 nights. Check in was very busy and we had to wait while extra staff joined to help out. Not a lot was explained at check in, for example places to get breakfast etc. Seemed very rushed. The main reason for the 3 stars was the room we were given was damp and musty. So much so you struggled to breathe. After a day in the park, we returned and it was worse. As we opened the door, I couldn't stop coughing. There is no ventilation in bathrooms and the windows don't open. It's no wonder the hotel is damp. Clothes don't dry on the line because it's so damp. The rooms are dated and worn. The whole hotel needs a refurbishment. Anyway we complained and were offered for someone to come and spray the room. No amount of spray is going to sort the damp out, and no I don't want my children breathing in spray. After refusing this service, we were moved to another room. This room smelt better initially but by day 4 it was the same as the previous room. I don't understand why you can't open windows. On the second morning I happened to move the bed sheets on the bed my children were sleeping in, to find a dried urine stained mattress. I text the number I'd been given and was told it would be changed out. There was also a layer of dust on the top tiles in the bathroom - again not what you expect from a luxury resort. Starbucks for breakfast wasn't great. Very average and I was disappointed with the quality but went with it for convenience of getting to the parks early as there were no other options. We ate at Sal's - pizzas were great for a quick dinner, and at Mama Della's - again good food but huge quantities. Overall not what I expect from a hotel that markets itself as luxury. You shouldn't experience these problems, and although they tried to rectify, it seems from reviews we weren't the only ones to have problems. I have fed this all back to the hotel directly. I hope they take note and make the changes as there are many new hotels nearby that would be better options.

We spent a week at Portofino Bay, and it was very positive despite a few issues that I have fed back to the hotel. The feel of the hotel is very relaxed, we spent time at the Villa pool which my teenagers enjoyed with the plunge and jacuzzi. My husband and son used the gym most days which they rated good. We had one meal at the trattoria which was delicious and good value. Also the pizza’s from Sal’s were great for a quick meal. Loved catching the boat to the parks and the staff were so happy and friendly on each trip. I was disappointed on arrival as room was not great, it smelt musty and damp and was very dark and required a refresh. Thankfully the staff on reception desk sorted out another room which was in the Villa wing and this was much better and perfect location. Like I previously mentioned I have fed this back to the hotel. I also mention the bedding could do with a refresh also. This is just what you would expect when paying for a premium hotel. So all in all I would stay here again but I just hope they give some attention to the rooms and bedding for future guests.

excellent hotel and loved the location with option to walk or boat as bus to long many stops. stayed in one bed suite for fam of 6 and really worked out. if back at universal will defo stay again.

First time staying at Portofino Bay hotel and we loved it. Our room had a great view and was located within easy access of the garden walkway and the boats running to City Walk. Room was spacious and the beds were really comfortable. You do get a bit of noise from the corridors but this is more thoughtless guests than Portofino's fault - it could be fixed with a door just after the bathroom and before the main room area but is not a massive deal. Otherwise rooms were incredibly quiet and no noise from outside at all. Food options were good (albeit pricey) but we rarely ate at the hotel unless it was Uber eats as other/better options were available nearby. Hotel staff were friendly and attentive although it did take 3 different attempts to get our room serviced and a new phone number added to our account so almost a week of trying to get this sorted out, eventually fixed by husband going tor reception person rather than us trying to sort over the phone. We also had an issue where some items in a brown paper bag were thrown away by the room staff - this was rectified and items replaced by the reception staff quickly and with no fuss. It shouldn't really have happened but the team were hugely apologetic and sorted it out very quickly, to which we were grateful. In all, I'd absolutely recommend the Portofino Bay, we loved our stay there and were sad to leave. I hope we get the chance to stay again one day.

Absolutely beautiful place, we stayed here for 2 nights as part of our Florida trip. Everything was clean, tidy and smelt gorgeous. Perfect stay from start to finish!! Thoroughly enjoyed our stay.