"We arrived in Porto, excited for our stay, only to be met with a frustrating situation. When we checked in, they charged us for our 3-night stay, which was expected. However, I later noticed they also charged me for an additional 3-night stay that began the day before, which I had canceled via their website. I never received a confirmation of that cancellation, so I followed up with an email on the same day, but received no response. A few days later, I emailed again to confirm our new reservation, and confirm the cancelation and AGAIN, no reply. However, I did receive an automated email with the new booking confirmation. Before we traveled to Portugal about a week ahead of our stay in Porto I emailed (copy and pasting address from website) to confirm our stay and yet again no reply. Perhaps this should have been a red flag.
The hotel staff asked if we could forward them all these emails - we did. Now charged for 2 separate reservations amounting to over (1400 euro). They said they would take care of it the first night and nothing. Next day, they would take care of it later that morning. Came back in the evening to be told there is no answer they need to speak to the Spanish group because they need to 'investigate' if we did indeed cancel this reservation? We told them all the emails we forwarded to them confirm the cancelation on multiple occasions. This is absolutely ridiculous. This has ruined our entire stay. The stress of the possibility to be charged an additional $700 was nerve-wracking. Because it wasn't they would get around to crediting the charge but 'investigating' IF we were going to be held liable. On the 3rd and last day we received an email stating their inestigation was complete and it was a technical error on their website. I would really be aware of staying here or with this hotel group. Personally I will make it my business to never stay with this hotel group again.
My husband and I have traveled all over the world and have never experienced a situation like this ever. We felt we were penalized for something that wasn't our fault.
As for the room itself (105), it was modern and comfortable, but the noise from the restaurant next door was unbearable. It sounded like the staff were working right in our room.
I will also add as a first timer to Porto I would recommend staying a little further away from the river as everything (good restaurants, land marks, tours etc) are all up the hill away from the river.
At this point, I would advise others to be cautious about staying here or with Aspasios hotel group, as their customer service and handling of issues has been super disappointing."
