Warning @ Portofino Bay Hotel

[Frances999]

Hi

We returned a couple of days ago from our Florida trip. From August 1st through August 5th we were at Portofino Bay.

I reserved a Deluxe 2-Queen bed room via the Universal Orlando website. When we checked-in on August 1st I presented my confirmation and the check-in staff said we had a Deluxe King reserved. I said, no we reserved a Deluxe 2-Queen room. She then said that it was only a request for 2-Queens and could not be guaranteed. She said no 2-Queen deluxe rooms were available, so we had been allocated a king room.

My confirmation made no mention of it being a "request". It clearly stated -
ROOM TYPE: Deluxe 2 Queen

I said to her that there was no mention of it being simply a "request" but she refused to listen. We have 3 children.....how do we fit 5 people into a one king bed room? Well, how nice of the check-in staff. She said Portofino Bay would give us one roll-away bed compliments of them because of the confusion. EXCUSE ME???

I was furious. We had just been on a flight and it had been a long day. I asked to see the manager who again repeated it was just a request, despite me showing my confirmation which had NO MENTION of it being a request anywhere. I told him that on the website I had a choice of Deluxe King or Deluxe 2 Queen when I booked....I chose the 2 queen and that was the room I reserved.

After a lot of arguing and talking a Deluxe 2-Queen "magically" appeared for us. Why wasn't it available 10 minutes ago?

Despite the check-in problems we had a good stay, although I don't think we will stay at Portofino Bay again. The transportation was dreadful. I am going to do a full trip report with photo's today, so I will share our thoughts then!

Thanks for reading.

 

[UKDEB]

I can understand it the other way around - i.e. that a King bed can't be guaranteed. We often have this problem. We don't want 2 Queens for just the two of us, but there are far fewer King bedded rooms, so it's not always possible to grant the request. However, when you book a hotel room on the basis that it sleeps 5 and there are 5 people in your party, surely they have to honour that 'request'. I'm sure that whenever we've booked rooms at Universal and Disney resorts, we've had to provide the names and dates of birth of everyone in our party.

 

[Frances999]

I can understand it the other way around - i.e. that a King bed can't be guaranteed. We often have this problem. We don't want 2 Queens for just the two of us, but there are far fewer King bedded rooms, so it's not always possible to grant the request. However, when you book a hotel room on the basis that it sleeps 5 and there are 5 people in your party, surely they have to honour that 'request'. I'm sure that whenever we've booked rooms at Universal and Disney resorts, we've had to provide the names and dates of birth of everyone in our party.

Yes, the thing which annoys me is that we specifically reserved a 2 queen bed room. Unlike at Disney, which I understand is all down to "requests" for bed types, the Universal website allowed me to specifically reserve a 2 queen bed room, with absolutely no mention of it being a request anywhere. One would simply assume it is guaranteed, as it is stated on the reservation confirmation. They also knew that we had three children in our party, as the confirmation clearly stated the number of adults and children.

 

[webray]

Hi

We returned a couple of days ago from our Florida trip. From August 1st through August 5th we were at Portofino Bay.

I reserved a Deluxe 2-Queen bed room via the Universal Orlando website. When we checked-in on August 1st I presented my confirmation and the check-in staff said we had a Deluxe King reserved. I said, no we reserved a Deluxe 2-Queen room. She then said that it was only a request for 2-Queens and could not be guaranteed. She said no 2-Queen deluxe rooms were available, so we had been allocated a king room.

My confirmation made no mention of it being a "request". It clearly stated -
ROOM TYPE: Deluxe 2 Queen

I said to her that there was no mention of it being simply a "request" but she refused to listen. We have 3 children.....how do we fit 5 people into a one king bed room? Well, how nice of the check-in staff. She said Portofino Bay would give us one roll-away bed compliments of them because of the confusion. EXCUSE ME???

I was furious. We had just been on a flight and it had been a long day. I asked to see the manager who again repeated it was just a request, despite me showing my confirmation which had NO MENTION of it being a request anywhere. I told him that on the website I had a choice of Deluxe King or Deluxe 2 Queen when I booked....I chose the 2 queen and that was the room I reserved.

After a lot of arguing and talking a Deluxe 2-Queen "magically" appeared for us. Why wasn't it available 10 minutes ago?

Despite the check-in problems we had a good stay, although I don't think we will stay at Portofino Bay again. The transportation was dreadful. I am going to do a full trip report with photo's today, so I will share our thoughts then!

Thanks for reading.

As much as we love the Portofino and as many times as we have stayed, we always come to the same conclusion at the end of the trip. Their front desk and management staff are horrible. They could care less about anything and are very unwilling to help with any problems that arise.

 

[bubba's mom]

Sorry to hear of your problem...but good for you being persistant!!! Joke's on them!! You didn't let it ruin your trip!!

After a lot of arguing and talking a Deluxe 2-Queen "magically" appeared for us. Why wasn't it available 10 minutes ago?

They gave "your problem" to some other poor person!

 

[jpeltier]

I'm glad that it ended up working out for you. Next time try Royal Pacific- the staff is so nice. One time we reserved a room through Expedia. When we got to the resort,I asked for the Loew's extras. Dumb me,I didn't realize that you had to book through Loews or directly through the RP to get the extras. The receptionist was very nice and we recieved not only the milk and cookies for the kids but the newspaper,etc. Top notch service every time we've been. June will mark our sixth year straight at the RP.
Julie

 

[VW31]

Wow Frances, glad you were persistent.
You were in the right though, if the room selections show a choice of 2 Queens or a King along with the rate at the time of reservation then that is what they should give you when you arrive. It is no longer just a "request" when they show the different bed types when making the reservation. That should be guaranteed like the price.

Most hotels don’t show one particular bed type when making the reservation; it just says “Standard”, etc. That is when you know a particular bed type won’t necc. be guaranteed.

I wonder when these Managers and front desk people go on their own vacations are they faced with the same “hassle”. I think they really need a dose of their own medicine.

 

[SueC1216]

I had a similar (but opposite) problem at Portofino Bay last October. I had reserved a king room. Nothing was said at check in when the room was ready. We get to the room and it had 2 queen beds. Again, that was not what I had reserved. There was nothing on my confirmation about it being a request. I argued with the manager but she claimed she had no kings. But she did give me a nice discount plus a free buffet breakfast in their restaurant.

We did not enjoy PBH and probably will not return there. Next I want to try the RPH!

 

[Princess Mommy]

WOW! I amreally surprised by that!
Again, I can understand if you wanted a king room... wow...
And I am getting worried about transportation too for our trip next month.
I am glad the trip was otherwise nice for you!

 

[jimmysmommy]

I'm surprised they would check 5 people into a King room....Isn't that over the room max occupancy??? I would think that it would technically be a fire hazzard. That's why Disney will not let you book a King room with 5 people.