This apartment was advertised as sleeping 4 people: 2 in a double bed, and 2 in the sofa bed. Our group of 4 had an uncomfortable stay here as the sofa bed was unsafe to use. Due to the poor and very slow communication from the host, many hours of our stay were spent trying to resolve the issue.
Upon arrival we were left waiting outside the apartment for 15 minutes as the buzzer number was not provided by the host. After "The Porto Concierge" finally responded to our phone calls, a stern representative fetched us from the street and gave us a tour, assuring us that she would be easily contactable should any issues arise.
When she left the apartment, we opened out the sofa bed and quickly realised that it was dangerous to use. In addition to being incredibly small, the poor design meant that the entire sofa fell over and collapsed when any weight was put on it as there was no supports under the extension.
We immediately called and then messaged the host highlighting the problem. Eventually the host answered the phone and let us know they would get back in touch with us shortly. They did not get back in touch with us, so we continued to send them messages, which were ignored even though their WhatsApp account was active and online. After over an hour had elapsed, we contacted Airbnb directly and reported the issue, who said they'd try to get in touch with the host and resolve the issue.
After several hours waiting around and going back and forth between the host and Airbnb, an air bed was delivered to us. Needless to say, the first evening of our holiday was ruined by this experience, and we certainly would not have chosen the apartment if we had known that 2 of us would be required to sleep in an air bed every night.
I have left a 4 star review because after lengthy negotiations, we received a 50% refund (minus service fees) to reflect the fact that half of our group had to sleep in an air bed. The location and cleanliness of the apartment were of a high standard, but the extremely poor communication from the host and incorrect advertising made for a very stressful trip, many hours of which were spent trying to resolve the issue.