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Loews Portofino Hotel / Poor Service

1 Orlando, FL, United States

I unfortunately had to take time to draft this letter to voice my displeasure over a recent stay at the Lowes Portofino Bay Hotel at Universal Studios. Please keep in mind that this hotel had become one of our fabvorities to stay during our frequent visits to Orlando.

We had extended our stay recently to arrive at the hotel on the 15th of August for a 5 night stay for a family get away prior to the start of school. The evening of the 15th at around 11pm, we were startled by a great deal of commotion coming from our neighbors room. We decided to wait and see if this would subside but after 30 to 40 minutes of continued disruption, we decided to call the front desk for assistance. After numerous attempts to reach the front desk (unanswered calls) we were advised security would be sent to deal with the issue. Well that was a futile attempt as we overheard security asking if the occupants could maintain some order. Unfortunately the noise (blaring TV, doors opening and closing, loud conversation etc) did not subside.

At this point I asked if it was possible to simply move my family to another room and get our belongings in the morning to complete the move as we had completely unpacked and the kids were restless and trying to sleep. I guees that request was completely exagerratred as I was advised this was not possible. The noise continued and after a few more attempts to reach the front desk manager which included holding on the line for a 15 minute period, I personally walked down to the lobby to address. At this point all I wanted was a quiet room and gave in to the ridiculous request that I had to pack up and move everything.

I was given keys to a new room on a different floor and began to pack the room. Prior to 1 am, I had completely had everything ready and was assured that I would receive assistance to transfer the bags to the new room. We carried the kids and went to the new room and waited...10 mins...20 mins...called again...30 mins...40mins...called yet again...finally at approximately 2 a.m. the bellman brought the bags. Over 1 hour to move 2 floors in the same building? Star service? Needless to say the frustration and the disappointment was at an extremely high level.

We had looked forward to this trip and also had oursleves booked at this hotel for New Year's Eve. We cut our stay short, checked out Tuesday evening and have since cancelled our reservations at your hotel for December.

One would expect at this period of uncertainity and economic unrest, business owners in the vacation and recreation business would be bending over backwards to assure the highest level of service to their patrons. I am sorry to say that this event has left such a bad taste in my mouth and so disappointed to have experienced this at a Loews hotel. I have in the past spoke highly of the hotel and encouraged collegues to experience it but have since relayed details of the poor service provided.

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