Sheraton Porto Hotel & Spa

I’d give it 3.5 stars. The staff were professional, helpful, and very nice, and the rooms were clean and spacious. The beds, though, were painfully hard for a five-star hotel. We extended our Porto visit by two days and stayed here after three nights at Four Points by Sheraton in Matosinhos, where the beds were much nicer. After two nights here, pain in my hips, lower back, and shoulders kept waking me. The feather pillows flattened quickly and didn’t support me, especially with no plush euro top on the mattress. The bathroom was clean and large, a bit dated with scrapes but well maintained. The blinds between the bedroom and bathroom felt odd. We liked having connecting rooms for the family. Slippers and robes were a nice touch, but they should have some for children too. A step stool would help as well, since even my tall six-year-old found the sink high. When you book, you have to provide the children’s ages, so they know roughly how big they are.

I’ve stayed here several times in 2024 and each visit has been very pleasant. The welcome from the staff is lovely, the rooms are spacious, and the bathroom has always been very clean. The beds are comfortable, and breakfast offers a generous range of choices for different diets. I haven’t explored the area or used the spa or sauna on my past trips, so I can’t speak to those. I’d definitely book this hotel again.

The therapist was polite and pleasant, but that was the only good part of a deeply disappointing visit. I’ve had countless massages, and this was one of the worst. I booked deep tissue work and asked for lymphatic drainage. The drainage technique was ineffective, and the pressure stayed feather-light throughout the deep tissue massage, even after I repeatedly asked for more intensity. The therapist seemed to lack the anatomical knowledge and experience for these treatments. The room was so noisy that I stopped to ask if construction was happening, but it was the gym. That’s not the relaxing setting I expect at a Sheraton spa. I left stressed and frustrated, counting down the minutes. I’d recommended this spa to friends and family before and bought vouchers for loved ones, which made this especially disappointing. I gave management feedback, but their response was dismissive and deflective, with no accountability. I won’t return. If you value relaxation, book somewhere else.

I spent the final six days of my 18-day Portugal trip at this hotel as a Marriott Bonvoy Platinum member, hoping to end a wonderful visit on a high note. Instead, my room key was stolen at breakfast on check-out day. I got a replacement key, returned to my room, and found my phone, cash, credit cards, jewelry, and other belongings stolen. While I reported it to the police and dealt with the aftermath, the hotel offered no help. They said there were no video records and refused to cooperate, although comparing room access records with elevator CCTV might have identified the suspect. I left Portugal without an apology or compensation. I filed a formal complaint before leaving and emailed the Sheraton hotel, but received no response to either, and still have had no contact from them. No one explained the hotel’s theft policy, its responsibility, or what measures they would take. Being robbed in a hotel room, which should feel like the safest place on a trip, was shocking. The staff’s indifference and lack of accountability made it worse and felt unacceptable for a five-star hotel. I no longer trust the staff. If you stay at this Sheraton hotel, keep your valuables with you, even at breakfast.