DO NOT STAY HERE
If you want to enjoy your stay in Porto, do NOT stay here.
Let me preface this by saying my partner and I understand that any Airbnb or even hotel will have a few hiccups. However, the volume of the issues and the deplorable handling of the situation by the hosts made us feel the need to write this review.
From the minute we walked into this Airbnb, it was problem after problem:
•	We checked in late after a long train ride and when we went to look at the patio, a big selling feature of the place, we were immediately locked out. After no response from the emergency line, we finally got in touch with reception and thankfully someone was still there to let us in;
•	There was also a big gap in the patio door which let in bugs and tons of noise the entire night. We tried to contact the emergency line again but there was no response;
•	The toilet was broken and ran constantly and loudly anytime it was used (it’s a studio, it was heard everywhere);
•	The WIFI didn’t work and we had to resort to using data, which cost not only a lot of money but much of our time trying to plan and book activities on our phones;
So much of our night was spent dealing with these issues that we barely got to enjoy the city.
We went to speak with the staff in the morning and while they did attempt to correct the issues, the toilet and WIFI remained broken. Also, their lack of understanding and unwillingness to work with us was horrendous. They just kept repeating the same phrases over and over and ignoring our points about how much of our time and money had been spent dealing with these issues.
Even worse, that evening after taking a quick 3 minute shower, we discovered that half the apartment had been entirely covered with water! After more than half an hour trying to get in touch with the emergency line or reception, we finally reached them and were told they would call us back in 5 minutes. The hosts did not call us back at any point — after all our issues the previous night and that morning and then being completely disregarded when further issues arose, we were appalled that this is the way that they treat their guests.
When we went the next morning to get an explanation for their total lack of support and customer service, they again repeated the same lines without responding to any of our questions or points. We got no answer as to why no one had called us back after we finally got a hold of them— no answers, just irrelevant repetitions. The staff also flat out refused to contact a manager despite our repeated requests to escalate the situation. By the end, they were just repeating the phrase “contact Airbnb” over and over and we had already spent so much of our time in Porto devoted to this horrendous host that we checked out and went to start our day.
Finally, after all this, they had the audacity to try and charge me 35 Euros for a broken ice tray which I didn’t break!
I’m sure there are many fantastic Airbnb hosts in Porto - Oporto City Flats is NOT one of them. Please don’t waste your time, money, and vacation as we did dealing with endless accommodation issues and bottom of the barrel customer service.