Beautiful hotel with nice amenities, polite team, and excellent location. Clean rooms and not-too-crowded amenities We had one challenge which meant I didn't sleep at night. We had youngins and although we had a safe sleeping solution for the baby, the toddler needed a safe space as the mattress were relatively high and there wasn't space to place the mattress on the ground. We requested a cot or any solution (we also politely offered to pay extra) but they said our room does not support that... Not sure what that meant, but although polite, the checking person was not helpful and just provided us with the same nondescript answer.

I paid a little more for a Bay View. We were placed on the third floor and there were trees blocking the view of the ocean. The carpet was wet from the shower as the way the entrance was, the water would collect on the tile and drain onto the carpet. It was wet from the previous guests. I placed towels down to absorb some. The room was by the entrance so we could hear every time the door opened. The exhaust fan did not work in the bathroom so there was a lot of moisture. We had to open the sliding door and turn on the AC to dry things out. They did deliver a pak n play to the room even though the website says crib. Just call it a pak n play so we are not expecting a crib and bringing our own sheets.

It’s a cute hotel, beds were comfy and the shampoos and soaps were nice. We had someone call the room at 11:30 at night and woke us up, claimed to be from the front desk saying they had a noise complaint ( we had been asleep for over an hour at this point) and then they offered a complimentary breakfast buffet of mayo and pickles so the call was obviously prank. Just annoying because it woke me up. Reported it to the hotel and they just were like, “ well that’s odd” and that’s it. Proximity to the wharf is great.

Suggest to add a hand held shower wand to bathe young children. Our rooms only had the overhead shower which was not conducive to bathing toddlers.

Room was comfy and clean.

There were great things and things that could be improve upon at this hotel. The hotel itself is beautiful, the location is amazing to go anywhere by foot, and the staff was incredibly friendly. The price for the stay I felt that the price was a tad bit excessive/high for the stay. The room we were in had stained towels, walls were thin (could hear people talk & dogs bark), doors were loud when they shut, and the section of the hotel we were at felt like the run down section. They had one room they were airing out a few doors down with a loud machine and wet caution floor signs in the hallway, which just made it feel under valued for the price we paid. Aside from this, the stay was great. They are dog friendly which was super awesome!

Was waiting at the bar and a server told me i couldn’t be there and it was reserved for the restaurant. Was very bizarre

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.

Great location. We were able to walk everythwere, Cannery Row, Fisherman's Wharf and more. Valet staff was very welcoming and helpful. Bed was comfortable and the room was quiet aside from the refrigerator, it was a little loud. We would definitely stay here again when it is off season when the rates are lower.

Really nice hotel, pleasant helpful staff, clean spacious room. Great location.

We brought our frenchie with us. We had a wonderful stay at Portola. The hotel is extremely convenient: self parking is on every floor, our puppy enjoyed the safe balcony, and the hotel is accessible to the wharf, downtown, and many restaurants, retail stores, and galleries. We didn’t have to wait long for the elevator. We had our choice of coffee/pastry shops right outside the hotel. The first night, we went to Peter B's pub to eat and watch the 49er game. So many tvs and everyone was a fan. Our room was clean and spacious with a mini refrigerator. We loved the restroom. Although there isn’t a tub, the shower is huge and the sink counter is tall which is important to my 6 ft tall hubby. The hotel has a swimming pool, jacuzzi, and a spa. The lobby has a water refill station. The area around the hotel provides dog bags. Everyone is friendly. The only thing that could improve is the pillows.

Great hotel in a perfect location. Very comfortable and quiet.

I very much enjoy the hotel, and mostly the lobby that is so calming and beautiful, and the hotels proximity to the warf and the town for walking and wandering. We will come back to Portola.

We have stayed here many times. It is in a great location, rooms are usually comfortable and the front desk is always nice.

It was a very nice hotel community located in downtown. My only issue was the walls were not very insulated. I could hear my neighbors next-door that it is a very nice. It has nice restaurants inside.

Very nice location and very clean. The hotel staff themselves were pleasant, i felt the staff at jacks was not the best , they didnt seem thrilled to be there. We did both the bar and the restaurant and the bar was quick but not very friendly and seemed annoyed that we walked up. Both for breakfast and dinner we had to go get someone from the corner by the bar where the entire staff was standing and talking to ask to be seated after waiting for a bit. The pillows in the room were extremely uncomfortable in both rooms and none of us ended up using a pillow so we did not get much sleep. I would recommend due to the location, however bring your own pillows and eat at outside offerings rather than hotel restaurant

First room had mold. We had to switch to a different room. Second room had pubes on the bathroom floor, and the bathroom door had water damage that was never properly repaired. The beds were super uncomfortable- you’d think they’d be top of the line for what you’re paying. Overall, the restaurant was the best thing.

Our stay was delightful. Everything was great in our room, except a small issue. The shower did not have full closure. It had a partial glass panel. This means the water splashes outside onto the floor. A lot of water! It was uncomfortably wet after a shower. The bottom of the bathroom door was rusty, indicating that the water splashing problem has been around a fairly long time. Please fix this for future travelers. Other than that, we enjoyed our stay.

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.

The Portola was nice, but it was quite a walk to our room, and it was difficult for me having a new knee. It was also very loud, from the outside noise to the dogs barking in the hallway, to continous doors loudly closing.

To expensive for just a regular room and spa. It was close to the wharf however. Won't be staying there again.

I booked this hotel for the pool. When we arrived and only after I asked where it was, was I told it was broken. The solution was the walk across the street to the holiday in, I believe and use their pool. Room was never cleaned, I thought they offered in housekeeping. Wouldn’t stay here again.

The hotel is in a great location on the waterfront, was clean and has a nice ambiance, although it is somewhat sprawling and confusing in layout. They do charge a premium for on site parking even though the garage is not exclusive to the hotel.

Amazon stay,close to everything

Very convenient to Fisherman’s Wharf and next to Convention center. Hotel lobby is beautiful and there are many food options in the immediate vicinity including a Jack’s American restaurant and a branch of the Carmel Bakery downstairs. The hotel itself is a bit dated but has had some renovation. My complaint is that the beds are mushy and lopsided, as if they threw some sort of bed pad on top of older mattresses. The pillows are the chopped foam type and are very hot to sleep on. I turned the AC on and it does work but the room AC unit is so old and noisy I had to turn it off just to be able to sleep. I wish I had figured out that the patio door has a screen door —I would have slept with the patio door open but there is a lot of street noise due to the volume of tourists. Please improve bed, pillows and AC units!

Not amazing. Pool , small and only 4ft. Could not swim. Only good for kids

Outstanding customer service!

The stay was awesome. Great customer service and they called within an hour of checking out as i left behind a cell phone. Honesty and allowing me to return to pick it up was just one example of putting their best foot forward. I will definitely return to this location.

For the price, the room was just okay. It was close/opposite to a courtyard with stores & eating places, so late night and early morning noises of people talking/shouting and staff (presumably) moving things around on carts and trolleys... noisy wheels. No view, no balcony and coffee makings were poor: not even real milk/cream for coffee/tea, just powder sachets.

Lovely hotel and staff, perfectly located near the pier with many dining options.

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.

The room we got was not what we signed up for, the room was very small and noisy with no elevator for our suitcases