Porto Vista Hotel

Business reply on Google

Thank you for your feedback. We're sorry to hear your experience did not meet your expectations. We strive to ensure all charges are accurate and clearly communicated. If you still have questions regarding your bill, please contact the hotel directly and our team will be happy to review it with you.

Business reply on Google

Thank you for your feedback. We're sorry your travel plans changed. Your reservation was booked through Booking.com under a non-refundable rate, and we were unable to approve a refund outside of the agreed booking terms. We appreciate your understanding and wish you all the best in your future travels.

Business reply on Google

Thank you for taking the time to share your feedback. We're sorry to hear your stay did not meet your expectations. We regret the delays and frustration you experienced with valet service, as well as your concerns regarding your guest room and overall experience. We take comments regarding cleanliness, maintenance, and guest service seriously and will share your feedback with the appropriate teams for review. Thank you for bringing these concerns to our attention, and we wish you safe travels.

Business reply on Google

We take the concerns raised here seriously, particularly regarding cleanliness and maintenance, and we're sorry your stay didn't meet the standard we hold ourselves to. Issues like a leaking tub, faucet function, or towel cleanliness should be addressed immediately when reported, and we're following up internally to understand what happened during your stay. Regarding the pool, it's designed as a "spool" (a compact plunge pool) rather than a full-size pool, and our website photos reflect the property accurately. We'd also like to look into the billing charge you mentioned — please reach out to us directly so we can review your account and resolve it. We appreciate you bringing this to our attention.

Business reply on Google

Thank you for your feedback. We're sorry to hear your interaction with our front desk did not meet your expectations. Providing friendly and welcoming service is something we strive for, and we regret that your experience fell short. We appreciate you bringing this to our attention, as guest feedback helps us continue to improve. We wish you safe travels and thank you for choosing Porto Vista Hotel.

Business reply on Google

Thank you for your loyalty and for staying with us multiple times — we appreciate that. We're sorry to hear about the damage fee dispute; that's not the experience we want for a returning guest, and we'd like to review the charge with you directly if you reach out to us. We also take cleanliness feedback seriously and are continuing to work on it. Hope we get the chance to make your next stay a better one.

Business reply on Google

Thank you for the great recommendation. We’re glad you enjoyed the clean, well-equipped rooms and that our team provided such helpful service throughout your stay. We appreciate your kind feedback and look forward to welcoming you back again soon.

Business reply on Google

Thank you for your feedback, Manuel. We sincerely apologize that your stay did not meet expectations. Your comments regarding the service experience, housekeeping communication, AC noise, and breakfast quality have been shared with management for review. We regret that we left you with this impression and appreciate you taking the time to share your experience.

Business reply on Google

Mariana, thank you for reaching out, and we're sorry for the frustration around this. To clarify: the $100 hold at check-in is a standard incidentals authorization, used industry-wide at hotels. It's not a separate deposit meant to be released untouched — it's there to cover any charges incurred during your stay, such as room damages, valet, late checkout fees, or dining charges. If it was charged rather than released, that typically means it was applied toward one or more of those charges rather than an unauthorized or unexplained transaction. We're sorry to hear our previous responses to your emails and contact forms haven't reached you or resolved this. Please feel free to email us directly so we can look into the specific charges on your folio and get this settled. Porto Vista Hotel

Business reply on Google

Thank you for your feedback. We’re sorry your experience did not meet expectations. We appreciate your comments regarding room condition, noise, and billing, and are reviewing these areas with the team. Best regards, Porto Vista Hotel Team

Business reply on Google

Stephen, thank you for taking the time to share this, and we're sorry for the frustrating experience you and your girlfriend had that night. To clarify what happened: a reservation is held for the specific check-in date it's booked for. When a guest doesn't arrive on that date and hasn't contacted us in advance to adjust the arrival, it's treated as a no-show. Because your reservation came through a third party, once a no-show occurs, we're not able to unilaterally reinstate that original booking or rate — it's released back through the third-party system, and any room booked that night reflects current availability and pricing rather than a re-sale of your reservation. A quick call ahead when plans change lets us hold the room and avoid exactly this kind of situation. We're glad you're working with Hotels.com directly on this, and we're happy to provide any information they need on our end. Porto Vista Hotel

Business reply on Google

Thank you for your feedback. We’re sorry to hear that your stay did not meet expectations. Porto Vista is a boutique property, and we understand it may feel different from larger hotels. Our TVs are set up as smart TVs so guests can log into their own streaming services rather than traditional cable. Your comments regarding the room temperature, condition of the property, and restaurant availability will be reviewed with our team. We appreciate you taking the time to share your experience. If you would like to discuss your stay further, please contact the hotel and ask to speak with a manager.

Business reply on Google

Macarena, we appreciate you sharing your feedback, though we're sorry to hear your stay didn't meet expectations. A few points we'd like to clarify: our rooms are accurately represented in photos and listings, and sizing is noted in each room description prior to booking. Glassware and cutlery are available on request through the front desk rather than stocked automatically in every room. If you experienced a mouldy odor or a toilet that wasn't flushing properly, we're sorry for that — those are maintenance issues we'd want to address directly. As someone in the service industry yourself, you know how much it helps to hear about an issue while it's happening rather than after the fact — that's what gives us the chance to actually make it right during your stay, not just apologize afterward. Porto Vista Hotel

Business reply on Google

We’re very sorry to hear about your experience. What you described is not acceptable and does not reflect the standards we aim to uphold. Your concerns regarding room condition, valet service, fees, and noise have been shared with our management team for immediate review. We would appreciate the opportunity to speak with you directly to better understand the situation and address it properly. Please contact the property and ask to speak with a manager at your convenience. Thank you for your feedback.

Business reply on Google

We’re very sorry to hear about your experience. What you described is not acceptable and does not reflect our standards. Your concerns regarding room condition, valet service, fees, and noise have been escalated to our management team for immediate review. We would appreciate the opportunity to address this directly with you. Please contact the property and ask to speak with a manager at your convenience.