I visited the palace on 3rd June 2024 with my partner. We arrived at about 2.15pm. We were very lucky there were no queues.

We had 25 minutes before the start of the tour, so I asked the receptionist if there was a restaurant, I was told there was.

The problem began as soon as we left reception and encountered the tall security/ doorman at the entrance to the main hall. I asked him where I could get a coffee, he pointed toward a coffee machine without uttering a word. I then immediately asked him where the restaurant was, he said it was closed. I walked into the main hall and about 5 minutes later stepped outside to a nearby café, leaving my partner inside the hall.

Returning with coffee and cakes, I was unexpectedly halted by the same doorman. He said I had to go back to reception, I couldn't understand why. My entrance ticket was visible and he had seen me when I first entered the hall and when I left to get the coffee. I tried to clarify that he had just seen me leave moments before, but he dismissively pointed towards reception, several times with no attempt to explain why I needed to go to reception. He just curtly stated, "I don't speak English," strange, given our earlier communication in English. His demeanour was cold, and his refusal to explain or engage in any helpful dialogue was frustrating.

Bewildered, I proceeded to reception where the staff member I spoke to was equally confused about the doorman's actions. She accompanied me back to the doorman, only to find out following a brief exchange between them in Portuguese, (most of which I understood as I live in Porto). He told the receptionist that the issue was that re-entry was not allowed. This was not communicated as a problem when I exited the main hall, nor were there any signs to this effect. I left the building for no more than 10-15 minutes. I was booked on the 2.45 tour, which had not started, and my partner was still in the hall when the doorman refused me entry.

Though the tour guide, reception staff, palace itself and the guided tour were exceptional, the interaction with the doorman was needlessly stressful. It felt unwelcoming and tarnished the initial part of our visit. He was rude, dismissive and cold.

For those planning to visit this iconic site, the Palacio da Bolsa is undoubtedly worth the trip, but be aware of potential miscommunications at the door. A clearer and friendlier approach from the security staff would ensure all visitors start their tour on a more positive note.