Terrible experience. This is the first time I'm writing a bad review in my life. This experience deserves to be told:
We booked a room in the city of Gaia through Gianna. Some days before our arrival we've got the information that we needed to get the keys of the room at the opposite side of an other adjacent city, Porto. We contacted Gianna through message asking if there were other options because we would arrive at midnight and we were on foot with travel bags for a wedding in Gaia the next day. Gianna said that if we wanted she could arrange someone to go give us the key at the site where we would stay. We needed to pay 10 € for that service. We found this proposal quite weird. We never had the situation where we payed for a room and needed to pay extra to the owner to give us the key. The other option was to go with public transportation with our big travel bags to the other city: Porto at midnight to an adres that Gianna sent us. We choose to pay 10€ for the keys and informed Gianna that we would be around 11.55h at the site. When we get there nobody was there to greet us. We waited until 0h30 and still nothing. So we tried to call the number that Gianna gave us. No answer, we tried it many times. We were in the given adres on the street at 1 o'clock in the morning with our bags, tired of our plane flight, with a wedding to go to the next day, in the middle of the rain, homeless. We payed +\- 245 Euro + 10 Euro for this experience.
Thankfully we could find a small hotel nearby that had a room for us where we could stay the night. The next day Gianna contacted us saying that she couldn't do anything to help us and that if we wanted the room we could go to Porto to get the keys. We tryied to explain again that we had a wedding in a few hours and that it was impossible for us to get to that adres on foot to get the keys (we would have to get a bus, a metro and walk to get there). Gianna never asked us where we stayed that night or expressed any concern. We were astonished with this service. We were until now very happy customers of airbnb. We canceled our stay and got 45€ back. We will try to get our money back through the customer service of airbnb and are hopeful that everything will get solved in a good maner just as we are used to from airbnb.
If you are thinking about staying here, I would advise you not to. We wouldn't if we had the chance to go back in time.