Boeira Garden Hotel Porto Gaia, Curio Collection By Hilton

The most frustrating hotel experience I’ve ever had. Human fluids on the sheets, cobwebs, stained carpet on the hallway outside, and negligent customer service. If this was a 3-star hotel, I wouldn’t mind if they changed the sheets, said I’m sorry, and called it a day. But it’s “5 stars”, right? Changing dirty sheets is the very bare minimum. It should be an obligation, not a favor. But the hassle of it all, having to complain, waste time on this issue. And no, they didn’t go out of their way to provide any kind of comp or amenity whatsoever. If you’ve booked this through a credit card partnership program and expect to get an upgrade, they will always say they don’t have it. The credits cannot be used for the spa or laundry either, you will be better off somewhere else. We won’t be coming back. Edit: The sheets were changed promptly thanks to the person who was there during the late night shift. But the attempts below were only given after I, as a customer, went out of my way and complained 3 times. At that point, I’m sorry, but we are a couple traveling without kids. Having more beds is not useful. Appreciate the effort but did not change my opinion.

This hotel markets themselves as a 5 star hotel so the review included is based on that. Which has a certain level of expectations with your stay, which frankly you won’t get here. Reasons in no specific order: 1. Floors in the halls are absolutely filthy, this is the off season so traffic is lower and clearly not cleaned anytime recently 2. Toilet seat is broken and loose 3. Cobwebs in the room 4. Human fluids in the bed 5. Room is listed as a king mattress but It’s really two twins pushed together 6. Even their sign on entrance is half burnt out lights To make things right hotel staff offered the following: - a fruit basket (pathetic, really) - a room “upgrade” which really was just unlocking a shared door to the next room besides ours which would just be 2 rooms and this is rather useless to our needs. For the human fluids issue they did swap the sheets out but refused to provide any compensation overall. I asked what the room upgrade would be they said 30-35 euros and I asked for that as compensation and was declined. It should also be noted that it took 2 arguments with various hotel managers to be even offered anything at all. No above and beyond support to make the situation right was provided without a bunch of hassle. Again, none of this is 5 star hotel level of care and compassion you’d expect. Honestly, you’re on vacation and you book a stay like this at a property to be well taken care of by a confident staff. This entire experience screams otherwise and the whole property upon closer inspection is nothing but a facade. If you stay at this property and wish to roll the dice and hope you get lucky and don’t require any support by the staff go for it. Otherwise, just look elsewhere for far better level of service from the numerous other hotels near by. Extremely disappointed, hotel management can do far better and require far more training. 3 star hotel experience at best. Heres how the convo went with management as an example: Me: explaining the issues Management, and this is the exact quote and first thing they say to me after I express my concerns: “what do you want?” Honestly this shocked me. Nothing like “you’re right we could do better this is unacceptable, what can we do to make it right?” Staff is simply just not equipped to handle the roles and responsibilities that a 5 star hotel experience requires. Words can’t express my disappointment…

Had executive suite which was very spacious, clean and had a lot of storage. Separate living room area to room was nice. The on site car park was also extremely handy. Unfortunately i can only give 3 star for service. I had called to ask for laundry to be collected twice and was going to bed early as i had driven all day. Please pick up by X time i requested, but they came to wake me up after that time to collect laundry which was 50 minutes after original request and when they said they would send someone immediately.. also the bar was very short staffed resulting in some very long wait times.

As a Hilton Diamond member … Boeira Garden is my hotel of choice whenever I come to Porto … The location : calm and relaxing ambiance from busy Porto The best are the staffs : always smiling, welcoming and helpful. As an Asian traveler, I truly feel welcomed at this property and would recommend any other travelers to be here. Front Office and Breakfast crew are among the best. Thank you for all warm welcome. I’ll see you again soon…. Mr Chuklin