Portofino Bay Hotel Orlando

Lowes Portofino-credit card issues & poor service

BEWARE of service issues and unauthorized credit card charges.
We made reservations via Universal Studio Package Vacation phone call. We purchased tickets to Universal Studios Orlando and two nights at Lowe's Portfino for five people. We told the phone service we were purchasing the package as a birthday gift to my son and our two granddaughters. I asked if there were special birthday recognition/events. I was told yes, but the operator did not know the details but would make a note about my son's birthday on our reservations.

We had several issues at the hotel and Universal;
1.My 6 year old granddaughter was locked in the bathroom (terrified) due to the door knob pulling out of the door when she tried to open the door. After some effort I was able to push in what fell to the floor to get her out. The door was repaired that day.
2.Both evenings, we called and asked for extra coffee cups and towels - they never arrived either day.
3.Our son's birthday was not recognized the first day at Universal or at Lowe's, so I mentioned it to the front desk. She had no record of the birthday and asked who I informed. I told her it was the phone service who took the reservation. She made excuses how that information does not always get passed on and of course apologized, but day one came and went as well as day two, still without any birthday recognition from Universal or Lowe's. Late the second day we talked to the concierge who told us the Hotel and Universal were two separate companies (it was new information to us) and how they need 24 hours notice to do anything for birthday recognition (the concierge was the 3rd person we informed). The concierge offered a slice of cake for our son. We turned it down – not much fun in his eating a slice of cake in front of our two granddaughters.
4.When we made our reservations, we were told we need a roll-away bed (five people). I was informed of the $25 fee. When I checked in, the desk confirmed I needed a roll-away. I had to call and request the roll-away that evening. Not a major issue, but an example of another problem that should not have happened.
5.The balcony door lock would not unlock the door. We did not get to enjoy the balcony. We were frustrated with all the above and did not bother to report it until we checked out.

When we checked out, we told the front desk about the above issues. We received lots of apologies and excuses, but no compensation for spending a fair sum of money for our first time visit at a Lowes Hotel and Universal Studios.

One final note regarding the above, our son is very ill. We wanted this to be a special time for him and his two daughters - it was not the experience we expected or paid for.

When we checked out, our balance for room charges was $196.34 which we paid using our Visa Credit Card. The balance was for a few specific items purchased over three days. We signed slips for each item for specific amounts that totaled $196.34. Lowes has pending charges on my credit card for $638.83 ($442.49 OVER WHAT WE AUTHORIZED). We called Lowes Orlando regarding the error and they said it is normal and it will clear up in a few days for the actual amount purchased. What right or justification does Lowes Portofino have to over charge my credit card for amounts not authorized, tying up funds that may be needed until the pending charges clear?

Unique Quality: Close to Universal Studios, nice pools.