The property is nice, well located, and worthy of 5 stars. However, the service unfortunately fell short of expectations. It is a pity, as the things that went wrong would have been easy to avoid and fix, and the staff were friendly but did not correctly handle these problems.
Some issues included:
(1) taking 3 days for my laundry to be collected despite asking everyday of my stay. Laundry was only delivered a few hours before checkout. I was told in the future to drop laundry off at the front desk. To the hotel's credit, I was not charged after complaining, but it shouldn't happen at a 5* hotel charging c. 2x more than other 5*s in Porto.
(2) I booked a guide through the hotel. Before booking, during booking, and before leaving with the guide I was told that I could pay for it through the hotel, which I said I intended to do. After returning to the hotel with the guide in the evening, I was told by the staff that this was not possible and I would need to pay in cash. Not having 300 euros in cash on me, I was directed to a non-multi-bank ATM to pay the guide, as there are strangely no multi-bank ATMs nearby. As such, I basically had to pay 50 euros more due to ATM fees and bad exchange rates. If the hotel told me I needed to pay in cash before, I would've cashed out at a bank in advance and saved money. The hotel hardly apologised for this, and did nothing to rectify it.
(3) Tap left on by cleaners and flooded bathroom.
(4) phone not fixed despite asking for 4 days.
