The Art Porto

We came back from a birthday dinner at 1 am and found ourselves locked out. Management had changed both the front door keypad and passcode without telling us, so we kept trying the old code and keypad and couldn’t get in. It was stressful and upsetting, especially so late at night in a foreign country. We called management; they didn’t answer at first, then told us rudely that we were doing it wrong. Eventually, they realized they’d forgotten to tell us about the changes. We decided to leave a day early because of how they handled it and because we no longer felt safe or comfortable. We politely explained the reason to the manager and asked for a refund for one night. They first apologized, but then became incredibly unprofessional. Elói replied, “ok I don’t understand why waiting 3 minutes for a reply makes you uncomfortable at the point of not continuing your stay. We made a mistake but were fast to correct it and we never let your safety or belongings at risk”. Elói, that was a rude and unprofessional response. We never said the three-minute wait was why we felt uncomfortable, or that our belongings were at risk. We were locked out at 1 am and hadn’t been told the door access had changed. That’s why we didn’t want to stay longer. Either you don’t understand, or you don’t want to. We work in hospitality too, which makes this even more shocking. We understand family emergencies happen, but this was completely unacceptable. We were depending on you to help us feel safe in our accommodation in a foreign country. We stayed 3 nights, but you wouldn’t refund one night. For us, it was about seeing you take responsibility as much as getting the money back, and you couldn’t even do that. It showed how little you understood the seriousness of what happened. I wouldn’t recommend this “GoodPorto Stay” to anyone.

There’s a full kitchen, the room is a good size, and the price was affordable. The location is great. Towels were stained, though. Our room was on the top floor, about 8 cases of stairs, and it had thin walls. There’s no full-size mirror if that matters to you.

The location is right among the tourists, with lots of restaurants, markets, and sights nearby. Bilhao stn is a major hub with several lines, and it’s about 400m away. Our room was clean, modern, and nicely appointed. We’d arranged ahead, and the caretaker met us on time. She was very helpful and super nice. I’d stay here again.