We were greatly accommodated by Cristina and the staff was always close to the phone to solve any issues we had, specifically one that made us feel very good about them - there was a train worker strike and we essentially got stuck in Porto but they promptly arranged for us to have an extra night to spend with no extra fees, so excellent service. Some of the things they said would be there were missing, like the Port wine to welcome us or the ready kitchen (no cooking oil or cutting board). My guess is that they had a busy weekend during the champions league final and it ended up being hard to coordinate everything. Still a very good experience and in a great location!