This hotel is a bit of a mixed bag. What they do well, they do exceptionally well, but where they fall short, the issues are difficult to overlook.
The location is excellent—easily accessible from the freeway and conveniently close to Universal attractions, making it a great home base for exploring the area.
The valet team was efficient, friendly, and welcoming throughout our stay. Unfortunately, the individual we assumed to be the valet manager was a stark contrast. He appeared visibly frustrated and annoyed at all times, was rude to guests, and was openly disrespectful toward his staff, which was uncomfortable to witness.
Check-in was quick and seamless, and the lobby is beautiful with stylish décor that creates a great first impression.
Our biggest disappointment was the condition of our floor in the Portola building. Upon entering the elevator, we noticed a strong smell of cigarette smoke but assumed it was temporary. Once we reached the fourth floor, however, the odor was overwhelming. It smelled like old, stale cigarette smoke reminiscent of vintage Las Vegas casinos. Since the property emphasizes that it is non-smoking, we immediately notified the front desk. To their credit, they responded quickly, submitted a maintenance request, and placed another room on hold for us if the issue couldn't be resolved.
Unfortunately, while we were out to lunch, we received a voicemail stating that the alternate room was no longer available. When we returned, the hallway still smelled heavily of cigarette smoke, only now mixed with deodorizer. During our stay, several other guests mentioned having the same complaint, and some reported that the issue had persisted for days. The odor was strong enough to be nauseating at times, and we were unable to leave our balcony door open because it pulled the smell from the hallway into our room.
Dining was another mixed experience. We found it surprising that no food service is available anywhere on the property between 2:00 p.m. and 5:00 p.m., especially considering check-in begins at 3:00 p.m. and many guests arrive after traveling. We did enjoy a fantastic lunch at The Front Yard with excellent service at the bar. Based on numerous recommendations, we also made reservations for brunch on our departure day. Unfortunately, brunch was underwhelming. We ordered three different dishes, all of which were bland and seemed noticeably under-seasoned.
On the positive side, the taco cart near the pool and patio area was outstanding. The tacos and elote were some of the best food we had on the property and are absolutely worth trying.
Overall, this hotel has many strengths, including its location, beautiful grounds, and several standout staff members. However, the persistent smoking odor and a few operational shortcomings significantly impacted our experience. With better attention to those issues, this could easily be a much stronger property.
