Portofino: 2nd time...last time...never again!

[shadowryter]

It started out so perfect. A good morning at the parks. We rode everything we wanted. A return in the afternoon found a huge bouqet of balloons and a georgous birthday cake. How could everthing fall apart so fast and I'm not even talking about Fay. I heard that Portofino management had changed since our first visit in 06. How was I to know it was for the worst?

 

[minniejack]

okay, I'll bite--tell us more......

 

[happyNCgirl]

yes, please tell us about this.....

 

[Henna's_Mom]

Oh No! What happened? DH and I will be staying there for the 1st time next month, we always stay at the HRH but thought it would be nice to try the Portofino. Hope we didn't make the wrong decision.

 

[antmaril]

I was just there for five nights and I want to know what went so terribly wrong for you. Our visit was fine and I've been there three times before over the years.

So, tell me why your visit was so much different than mine. Inquiring minds want to know.

 

[shadowryter]

Are you sure? It might get kind of long? Where do I start? First off, the continuous downpours from Tropical Storm Fay did not dampen out spirits. We were already halfway down the coast when we heard of her arrival. We arrived early and to our surprise, our room was ready. We went to the park with ponchos in hand and when we returned there was a balloon bouquet and a cake both of which I ordered previously. Two plates, two forks, no knife, three people. I called down for a knife but more importantly, to cancel the Wantilan Luau due to TS Fay. The boats stopped running after our boat slammed into the dock and we were soaked, tired, and just wanted to feel dry again. We almost thought about going by taxi since the luau was moved inside, (the rain and wind was so hard it couldn’t be held in its regular place) but thought different, since we received a letter from the Portofino telling us the restaurants were closed and those that were opened had a select buffet along with select room service. The woman I spoke too was more interested in telling me I would be charged $20 each, 60 dollars for three people if we did not show up. I was 20 minutes late to cancel on time. So we canceled the luau and waited for a knife that didn’t appear. Has anyone tried to cut a 10 inch 3 layer birthday cake with a plastic knife that was half the size? My DD told me I did pretty well. It still rained the next day and we trudged on deciding to do some shopping, only problem was our room key was declined, something the Hard Rock told us happens a lot. “After all you are staying at the Portofino.” What was that supposed to mean? After an embarrassing 30 minutes or so, we got our purchases and headed back to the Portofino where my husband made a beeline to the front desk. He was really angry and was gone a long time. After telling off the concierge who was all-apologetic, he returned. The Portofino wanted us to have dinner on them but my husband wanted nothing to do with them at that point and so did I. The next day was our last and when we finished at the parks, the rain came down and we found there were no boats. Therefore, we walked in the deluge just to return to find the elevators were not working. We walked up three flights to our room way on the end of East Wing and collapsed wet, exhausted, frustrated and still no knife. When my DH called to report the elevators were down, they acted as it they didn’t believe us but finally agreed to send someone from maintenance. I don’t blame the weather on this terrible stay at the Portofino. Hard Rock and Royal Pacific employees told me that management was changed two years ago and everything is going downhill. There were three good things about our stay. 1. The parks. We got to do all we wanted to do. 2. Housekeeping was fantastic. She kept up on all our needs. 3. When the Islands Dining room manager at RP overheard our story, he asked us to stay with them next time, which is where I wanted to go in the first place, just to try something different and he gave us each a scrumptious dessert on the house. Oh, there is a 4. After my DH’s complaint, the Portofino did take $150 off our bill and we were never charged for the canceled luau or the cake. That’s a little over $300 returned. And a 5. We had cake for breakfast every day. I really loved the parks but will never stay at PBR again. It's not the hotel. It was the people we dealt with. By the way we also got the dreaded tree view. We arrived around 10am and the rooms are cleaned from the end of the wings first. Something to keep in mind if you don’t want to get stuck in the end. Same thing happened with an early arrival at Disney’s AKL in 06. I will give RP a shot next time. For me, I guess the magic is still at Disney. IMHO. Thanks for letting me vent.

 

[K&C]

We had the same problem with our room keys they kept getting declined even after 3 trips to the front desk to sort it out.

I couldn't even buy the kids a drink in the intense heat as the card was declined and DH was away on Hulk and Dr Doom with the small amount of cash we had brought into the park. The same thing happened the next day in the ice cream place across from Terminator, the girl had to give us the ice cream for free as DD had already started to eat it. She said it was the 10th time that morning that a card from Portofino Bay had not worked.

Saying that I did enjoy PBH and would go back.

 

[Henna's_Mom]

Sounds like a series of unfortunate events.

Since I have no control over weather (darn it) and don't spend enough time in the room to be concerned over the view I won't worry about these, as long as the room is clean I am happy. But will make sure to always have $$$ if/when the key is declined. Hope your next stay at the RPR is better.

 

[shadowryter]

Don't get me wrong, I do love the Portofino but the people we had to deal with were really something. We had used the card during the morning with no problems but made a hefty purchase at the Hard Rock when we were suddenly declined. We held up the line for more than a half hour while a supervisor called the Portofino all the while rolling her eyes. Some people in line were talking. You know, "This guy can't pay his bill. Why doesn't he use cash?" This doesn't bother me, I simply ignore it but my DH is another story. We can only get together as a family 2 weeks a year and this put on damper on his idea of a vacation. He feels he pays his bills and shouldn't have to deal with a situation like that. Oh well.

 

[Henna's_Mom]

Some people in line were talking. You know, "This guy can't pay his bill. Why doesn't he use cash?" This doesn't bother me, I simply ignore it but my DH is another story. He feels he pays his bills and shouldn't have to deal with a situation like that. Oh well.

DH and I are the opposite of you two. It would have driven me crazy to have people who can't mind their business commenting on the situation and DH he wouldn't have been bothered.

 

[happyNCgirl]

We had the same problem with our room keys they kept getting declined even after 3 trips to the front desk to sort it out.

I couldn't even buy the kids a drink in the intense heat as the card was declined and DH was away on Hulk and Dr Doom with the small amount of cash we had brought into the park. The same thing happened the next day in the ice cream place across from Terminator, the girl had to give us the ice cream for free as DD had already started to eat it. She said it was the 10th time that morning that a card from Portofino Bay had not worked.

Saying that I did enjoy PBH and would go back.

That really stinks. I would be so frustrated if our key wouldn't work. Curious,
is this somehting I should worry about, and plan ahead for? Or is this a rare occurence.

 

[damo]

That really stinks. I would be so frustrated if our key wouldn't work. Curious,
is this somehting I should worry about, and plan ahead for? Or is this a rare occurence.

I always make sure I have my credit card with me in case there are any issues. It is an easy solution. I've never had a problem though.

They usually ask at check-in if you want charging privileges and what the limit each day should be.

 

[shadowryter]

They never asked us about a charging limit and after the problem we just used the credit card outright. Never had an issue then. Maybe it was just a bad day. I'm trying to straighten this out in my head. Nothing has ever happened to us like this before. Helps to know I wasn't alone. But isn't it strange that the complaints just seem to be coming from PBH?

 

[shadowryter]

That really stinks. I would be so frustrated if our key wouldn't work. Curious,
is this somehting I should worry about, and plan ahead for? Or is this a rare occurence.

It seems this is happening more and more. The exact words from the cashier at Hard Rock was, "What do you expect. They're guests at the Portofino." Not cool.

 

[damo]

They never asked us about a charging limit and after the problem we just used the credit card outright. Never had an issue then. Maybe it was just a bad day. I'm trying to straighten this out in my head. Nothing has ever happened to us like this before. Helps to know I wasn't alone. But isn't it strange that the complaints just seem to be coming from PBH?

Must have been some sort of computer problem. It is unfortunate that it totally ruined your vacation though.

 

[macraven]

you said you received over $300 off your bill and got the cake for free....

that sounds like a good jester on their behalf.

sorry things didn't go as planned for you and the family.

 

[shadowryter]

you said you received over $300 off your bill and got the cake for free....

that sounds like a good jester on their behalf.

sorry things didn't go as planned for you and the family.

$150 off the room folio, no charge for the cake which was quoted at $55 plus tax and we haven't been charged for the Luau which would have been $60. My DH explained everything in detail. The fee off our bill was nice of them. The luau I shouldn't have been charged for anyway and I never expected not to pay for the cake. Must have been the lack of knives.

 

[macraven]

After my DH’s complaint, the Portofino did take $150 off our bill and we were never charged for the canceled luau or the cake. That’s a little over $300 returned.



when i read that in your other post, and you said that's over $300 off, i assumed you meant total cost back.

i see your ticket and siggie at the bottom of your posts.

it looks like you are more of a disney fan than universal.
but it's nice you tried out a different park for a trip.

 

[dlbbwu]

Just this past June a similar thing happened to our family. We DID ask for charging to our room and asked that there be a $500.00 limit (what the heck we were on vacation). We got to the Universal store (next to Emerils) and was ready to check out with about $200.00 worth of merchandise. Our room key (from the PBH) was denied. Meanwhile the line started backing up and other registers had to open. Luckly I carried a debit credit card (my boss gave it to me as a gift) which had $300.00 on it. I used it and went about our business. When I got back to the hotel I went to the computer (club level) and printed out the charge, took it to the front desk. Now, mind you I am a very patient person, but the DW is not. So I explained what happened and they were truly sorry (yeah right). The DW couldn't take it anymore and blew up and asked for the manager. After explaining the whole situation, the manager offered to pay for the whole bill (by taking it off our room bill). That shut my DW up. Heck, I was almost embarrased from her harrasement of the manager...
Long story short, we have always been pleased with PBH and one of the only reasons we stay there is the room size. For everyone goes on vacation for the parks, we go for the room size (I hate my kids jumping all over me)

 

[macraven]

dave, don't you love that mummy dust...........