Dear Guest, A warm thank you on behalf of the Utopian team for your kind message, it gives us great pleasure to read reviews like yours! Making our guests feel comfortable through an unforgettable stay is one of our priorities and we are more than happy to read that our teams provided you with a beautiful experience. Please be assured that your comments have been shared with the team and that you will always be more than welcome in your Porto home. We wish you a great day and we hope to welcome you back very soon!
Dear Adyanis,Thank you for choosing Utopian as your base in Porto. We are delighted to know that you enjoyed your stay, found our concierge service helpful, appreciated the quality of our service, and liked the design and comfort of the rooms. We’re also pleased to hear that you made use of the complimentary minibar and enjoyed the art books and table games available during your visit.Regarding the elevator, our listing does not explicitly state its absence because booking platforms only allow us to indicate the presence of an elevator through a checkbox. Since our property does not have one, we simply leave that option unselected. Unfortunately, this means we cannot explicitly write “no elevator” in the description, but we also never claim that one is available. The Q&A section on clearly mentions this, and our photos offer an accurate representation of what guests can expect. Our building is a listed heritage property, carefully renovated according to conservation regulations, which required us to preserve certain original architectural features.We are truly sorry to hear that you experienced some disturbance from street noise. Your feedback is greatly appreciated, and we understand how important a peaceful environment is. As our property is located in the heart of Porto, occasional city sounds—such as emergency service sirens—can sometimes be heard. Unfortunately, these sounds are part of city life and are designed to carry across several blocks. To help ensure comfort for guests who may be sensitive to noise, we provide earplugs in each bathroom cabinet.We sincerely thank you for your detailed feedback and hope to have the opportunity to welcome you back to Utopian for another enjoyable stay.Warm regards,
Dear guest, We are happy that you enjoyed your stay and found the room comfortable and full of light. We are happy that you made use of the free minibar and free coffee and tea facilities. Our listing does not explicitly state the absence of an elevator because booking platforms only allow us to indicate whether an elevator is available by selecting a checkbox. Since we do not have an elevator, we simply do not select that option. Unfortunately, this means we cannot explicitly write "no elevator" in the listing description, but we also do not mention that one is available. On the Q&A section, however, we clearly mention that there is no elevator, and our pictures give a very accurate description of what to expect. Our property is a listed building, carefully renovated in accordance with the conservation regulations for heritage rehabilitation. As part of these requirements, we were obliged to preserve some original features. We were happy to host you and look forward to welcoming you back again soon
Dear guest, Thank you very much for taking the time to share such amazing comments about your recent stay in our property. We are truly thrilled to read that we were able to exceed your expectations during your recent stay at Utopian! Our rooms were designed to make our guest feel in a cozy homelike setting and having a free minibar is part of that welcoming feeling we want to provide to our guests! We wish you a wonderful day and we hope to welcome you back very soon!
Dear Lily,Thank you for taking the time to share your feedback about your recent stay at Utopian. We are delighted to hear that you enjoyed your experience and look forward to welcoming you back soon.Regarding your comment about a "lack of stairs," could you please clarify what you meant? We want to ensure we address any concerns you may have.Please note that we send all guests their check-in code via SMS and WhatsApp the day before arrival to facilitate a smooth and contactless check-in process. We did send you this information as well.Best regards
Dear guest, We appreciate that you took the time to write this review about your recent stay at Utopian! We are happy to read that you enjoyed your experience and cannot wait to welcome you back. We will make sure that your next experience with us deserves a 5/5 review ??
Dear Guest.Thank you for your feedback and for taking the time to share your experience at Utopian. We value every guest’s opinion and always strive to improve.We understand that some aspects of your stay did not meet your expectations, and we would like to clarify a few points to avoid any misunderstandings in the future.As described in our listing, Utopian operates as a self-check-in property without a traditional physical reception desk. Prior to your arrival, we sent detailed check-in instructions and a curated list of recommendations for Porto to help you make the most of your visit. Our team is always available by phone to assist with any needs or questions you may have, ensuring you receive support equivalent to an in-person reception. Additionally, staff are present on-site daily between 9:00 and 14:30 for any direct assistance you might require.Regarding towel changes, we do not replace towels daily unless requested, in line with our commitment to environmental sustainability. If you had let us know you needed fresh towels, we would have been happy to arrange this for you.We hope to welcome you again in the future. With clearer communication, we are confident your next stay will be more enjoyable. Thank you once again for your valuable feedback.Kind regards,
Dear Guest,Thank you for taking the time to share your feedback. We are genuinely sorry to hear that your experience did not meet your expectations, and we appreciate the opportunity to address your concerns.First and foremost, we sincerely apologize for the inconvenience caused by the incorrect digit in your phone number. This was a human error on our part, and we regret any frustration it may have caused. As soon as we became aware of the mistake, we did our best to resolve the situation promptly.We would like to clarify several points mentioned in your review:? Check-in Experience:While we understand your frustration, it is important to note that upon your arrival, our manager was present in the building and was able to assist you into your room within minutes. We strive to provide efficient service and regret the initial delay caused by the phone number error.? Communication:When I (the owner) called to better understand the situation, my intention was to clarify what had happened and to ensure you received the necessary information. At no point was there any intention to place blame on you. Once I realized the mistake was on our end, I immediately apologized both by phone and message.? Elevator Information:Our property listing does not mention the existence of an elevator. Booking platforms provide specific options for amenities, and we accurately reflect the features of our property. Additionally, our photos offer a clear and honest representation of the premises. As a listed building, we have preserved original features to maintain its historical charm, in accordance with city regulations.? Room Description:The details for “Room 1” clearly state “This room is the closest room to the street and therefore the noisiest it is also for that reason the cheapest priced room in the property”. This information is available on both our website and booking platforms to help guests make informed choices. We also provide earplugs in the bathroom for guests sensitive to noise.? Security and Access Codes:For your security, each guest receives a unique access code that works for both the main door and their individual room. This system ensures that only you have access to your room, and we have security cameras in place for additional safety.We are truly sorry that your stay did not go as smoothly as we would have hoped. Our intention is always to provide a comfortable and enjoyable experience for all our guests. We appreciate your feedback and will use it to continue improving our service.Thank you for giving us the opportunity to clarify these points. Should you wish to discuss your experience further, please feel free to contact us directly.
Dear Celine,A warm thank you on behalf of the Utopian team for your kind message, it gives us great pleasure to read reviews like yours!Making our guests feel comfortable through an unforgettable stay is one of our priorities and we are more than happy to read that our teams provided you with a beautiful experience.Please be assured that your comments have been shared with the team and that you will always be more than welcome in your Porto home.We wish you a great day and we hope to welcome you back very soon!
