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No empathy or flexibility during a crisis. I feel it is important to share this experience. I booked my reservation through Agoda and had every intention of honoring my booking. Unfortunately, due to the ongoing conflict affecting flights from the UAE, my flights were cancelled. This situation was completely beyond my control and not a personal decision from my side to cancel the trip. I contacted Agoda and they were actually willing to provide a full refund if the hotel agreed. However, after several back-and-forth communications, including a response from the hotel’s Director, the property still refused to be flexible despite the extraordinary circumstances. The hotel also recommended that I contact my travel insurance provider. However, this is not a practical solution in this situation. War or armed conflict is commonly categorized as force majeure, and in many cases insurance policies either exclude it or treat it under very strict conditions. In other words, the responsibility is simply shifted to the customer even though the situation is clearly outside anyone’s control. I noticed another review here from a traveler 7 months ago who also couldn’t travel due to war, and sadly I experienced the same lack of empathy from the hotel management. I’ve also read in several travel groups on Facebook that other travelers who were supposed to travel during this crisis were treated very differently by other hotels in Europe. Even when the bookings were non-refundable and made through third-party providers, some hotels still chose to cancel and provide refunds as a gesture of goodwill. That kind of response is what makes people admire a brand, especially during difficult times. To make matters worse, my friend who was traveling with me and coming from another country was able to arrive in Porto. Instead of being welcomed, he was initially not allowed to enter the hotel. When he spoke to the receptionist, he was told that the booking had already been cancelled. I immediately spoke to the receptionist on speakerphone and he claimed that I had requested the cancellation. That was not true. Agoda had informed me that the hotel was asking me to cancel the booking through the app while they were still “negotiating” whether I would receive a refund or not. Since there was no guarantee of a refund, I clearly told Agoda that I would not cancel the booking without official confirmation. My friend even showed the receptionist the Agoda app confirming that the booking was still active. When I explained that there was no official email to proceed with cancellation, the receptionist suddenly went silent and said he needed to call his manager. After speaking with the manager, they eventually agreed to make a new reservation for my friend on the spot so he could stay at the hotel. However, they were still insisting that I had cancelled the original booking, which should never have been the case. What disappointed me the most was the lack of empathy and clarity during a global crisis. Policies are understandable, but situations like this are clearly beyond a traveler’s control. At the end of the day, brand reputation is not only built during good times, but during difficult moments when customers need understanding the most. The way a brand responds in times of crisis reflects its true values. Unfortunately, this experience did not reflect the level of hospitality and empathy one would expect from the hospitality industry, and because of that, I will not consider booking this hotel again.

Great stay here. All the staff were extremely professional and kind. Great hospitality from everyone, especially Caesar, who helped make our stay even better! Perfect location to walk everywhere and gorgeous rooms. Breakfast was good with nice selection of food. Would love to stay here again.

A very pleasant stay at this hotel: the staff were truly attentive and concerned about the comfort and well-being of the guests. The location is perfect, directly overlooking the Ribeira waterfront below and Rua das Flores above. The only slight point for improvement is the breakfast room, which is a bit small during peak hours. With a little more space or a more flexible seating arrangement for singles or couples, it would be perfect. 😊