The CONDO was a huge disappointment. While the views were fantastic, the rest of the condo didn't match up. The mattresses in all the beds, except for the sofa bed, need replacing. The beds are unstable and shaking. The Trundle bed kept squeaking and waking the kids up. There were barely enough towels for the whole family and the dryer was pitiful. It didn't seem to get hot. It took 5 hours to dry one load of towels. That is just not acceptable. The TV in the living room was not working. We reported it to management. Somebody came by and said the TV was dead. They would report it to somebody else. Nobody showed up until the next day to check the TV and he replace it. All the pans in the condo were shot. We had to buy a new pan just to cook breakfast. We were very disappointed how cheap some of the cookware was compared to the price of the condo. Some of the furniture on the patio was broken. Somebody should have checked this unit before renting it out and fixed the issues beforehand.
I am a world traveler and have stayed at many four-star resorts. I have known Portofino for years because I lived in the neighborhood. When it comes to their restaurant service, nothing has changed. There doesn't seem to be any management. The restaurant customer service is very poor. For a property of this size, there should be a team spirit and the customers should not be lacking anything. Somebody needs to go to training at a 4-star resort and see how it's done. Very poor. It took us over 30 minutes just to get drinks ordered and it took almost an hour to get food. They were not that busy. There were only four tables occupied and it seemed they had at least six waiters, if not more.
On a positive note, the check-in staff and the concierge were very helpful and efficient and the dolphin cruise, which was included with our stay, was wonderful.