The flat was nice and in an amazing location in Rua das Flores. However, our experience with Feels Like Home customer service was absolutely unacceptable.
We checked out at 4.30am as we all had early flights on Sunday 02nd of October. My friend accidentally left her backpack with her phone, wallet and travel documents in the flat. Because we left the keys inside as instructed at check in, we immediately contacted Feels Like Home for the provision of an emergency key, which we knew was possible because it is clearly stated in the T&Cs provided in the House Manual:
'Emergency visit for door opening and other issues:
· Between 9am and 11pm – 0€
· Between 11pm and 9am – 15€'
In no way we were able to get a response from Feels Like Home at all contacts provided (Feels Like Home customer care email address only works for the office in Lisbon, which we contacted too with no luck at all). From 04.30am we texted and called repeatedly the only number we had for the office in Porto, but no one got back to us. As it was clear we wouldn't make it to our original flights, we booked new ones (at very high cost!) for later in the morning, but we had to get the backpack anyway first. Since no one replied for 4 hours straight, at 8.30am we went to the Welcome Centre hoping someone would be in the office, and in the meantime we kept calling and texting insisting on our need for assistance. No one got back to us until 09.40am, when someone at the Welcome Centre replied to my countless texts and gave me an extra set of keys.
We understand that when booking a private accommodation, we can't expect a 24/7 reception service like in a hotel. We are also aware that forgetting our belonging inside was totally our responsibility. However, Feels Like Home handles several flats around Porto and an emergency contact MUST ALWAYS be available to help out guests in case of emergency like the one we had. The company even set up a fee for services received outside of working hours, such late check out, extra pair of key and EMERGENCY VISIT FOR DOOR OPENING. But how are guests supposed to ask for such services if no one is available outside of working hours?
I am a travel professional and hence very familiar with reservation/customer care procedures and emergency lines. The way Feels Like Home handled our situation was below any acceptable standards. I am very disappointed and will never book their service again.