Portola Hotel & Spa at Monterey Bay

Close to everything and super friendly. Felt safe walking around even late. Very comfy beds and room. We always stay here when we are in the area with the kids.

The lobby is amazing, but the rooms leave a lot to be desired for their cost. Carpet ripped, A/C went out, the lights to the patio didn’t work, and on our last night the alarm went off and had to call in to have the light turned off (the sound alarm had gone off but not the light, making it impossible to go to sleep). While someone set off the alarm, the reaction time to getting the alarm turned off was wholly unacceptable and made for a very long morning getting my toddler and dog to relax enough to go back to sleep. Staff, however, is truly top notch. From entrance to exit, every last employee was welcoming, fun, and helpful. The hotel itself needs some TLC.

From check in all the way to check out, the experience was disappointing. When I first arrived, staff was unwelcoming. Not a single welcome or how are you in sight. As if it wasn’t enough that I dropped a lot of money for the room but I also had to pay $25 for parking per night along with, a deposit that was not specified on their website. On top of that, the pictures on their website did not look at all like the rooms. I was expecting a room with a view but instead, I got a room all the way in the middle of nowhere and the view was of the other neighbors. Getting to the room each night was like a maze. No house keeping unless requested and no room service. The AC was hardly working and the WIFI was horrible. The patio had no privacy as well. The pool and hot tub was completely over run by children. I will say, it was a good location… very close to the pier but that is the only good thing about this hotel. When I checked out, it was almost as if they were pushing me out. No “how was your stay” or anything like that. I tried to complain to the front desk but no one was there. Unfortunately, I will not be coming back here.

Hotel lobby was beautiful inviting bar/resturant was nice had a great fireplace. But for outdoor lounge or any views of the ocean there is zero. The hotel room was a disappointment! We walked and it there was a smell like old dirt carpets. Even when you walked out of the elevators very disappointed. Back to the room the bathroom was the only nice renovated place. The room itself was dated and dirty. We put our stuff down found pieces offood around the desk area floor. They definitely did not vacuum the room before. The baseboards are dirty and dingy. This immediately turned uss off. Paying $550 a night I expected way more than that. Its very unfortunate. I called guest services and the girl on the phone didn’t apologize and didn’t know if they could have it cleaned because the cleaning staff leave after 4pm. She said she would call me back to see if they can have it done. I told her we are leaving for dinner so it would be good. Come on!? this isnt the type of customer service one would expect at the portola hotel and spa. Unfortunately this would be my first and last time booking a hotel here. We wanted a nice weekend away without kids at a fine establishment but got a huge disappointment.

It was comfy, clean and the staff was accommodating. They put us near the pool and I had a friend and her kids make a last minute trip to meet us and they were able to get her a room and put them across from us. I was so grateful!

Did not care for the checkout when I was told to wait while they checked my room and the clerk had to call someone to see if I could leave. We had no kids no dogs and are in our late fifties. When I asked him why he had to call someone he said there was a note to check my room I asked for what? He told me he didn’t know and I would have to wait. I travel for a living and have never been treated like this at any hotel or resort before! Would never stay here again!

Our check in time stated 4pm. When we arrived at 4:15pm there were no rooms available. I was told that the check in time was from 4-6pm. This is not stated on their website nor my email confirmation. -We also had dinner reservations at 5:30pm. We were let into a room at 5pm. I paid for a the hotel to utilize the room not sitting in the hotel with all of my luggage. (This was the case for multiple family reservations, some waiting over 2 hours). If you are telling guests that there is a range of time for check in it needs to be stated so guests can plan accordingly. Also, the manager on duty did not assist the front staff instead leaving the staff to take the brunt of the frustration of guests while the manager was in a back office. That person should be supporting their team and guests. It is always a bummer when a place of service has an off/bad night probably due to being understaffed. .. but it does make a difference on how you handle it. The front staff was nice and tried the best they could in that situation. There could have been other actions put into place to help the situation be rectified.

Great stay for our family. Wish we could stay longer.

Great location. Nice hotel. Good for family.

Enjoyed that beach is just walking distance, the pool maid it fun for my kid