Rien van der W.
Google
Disappointing Suite experience: Poor maintenance, lack of service, and hygiene
We booked a Suite at Vincci Porto (Dec 12-15), and given the hotel's status and price point, we had high expectations. Unfortunately, these were not met at all.
Hygiene & Maintenance: Most disturbingly, we discovered blood stains on the duvet (underneath the cover), which is absolutely unacceptable for any hotel, let alone a four-star establishment. Furthermore, the window shutters were broken, meaning we could not block out the heavy traffic noise and the sound of guests talking loudly below our terrace. The bathtub was also unusable due to a broken plug. Despite reporting these maintenance issues, nothing was fixed.
Service: The service was equally disappointing. I requested a smaller pillow on the first day. Despite asking daily and being promised it would be delivered, I was ignored for three days. I eventually had to go to the reception at 10 PM on our final night to demand it, and it was finally delivered at 11 PM.
Noise level: On Friday night, a large party in the restaurant with loud music kept us awake until 3 AM. Combined with the broken shutters, sleep was impossible.
Conclusion: Paying for a Suite but encountering blood stains, broken facilities, and being ignored by staff is unacceptable. A very disappointing experience that I would not recommend to anyone.