Hotel Moon & Sun Porto — Hotel in Porto

My sister and I visited for our last 2 nights of holiday together in Europe. We chose this hotel over a 2 bedroom condo with that cost less 2 minutes walk down the road in hopes that hotel service and amenities would offer a more relaxing end to the trip - room service, TV in bed, etc. This hotel had great reviews, said it had room service and the photos looked luxe.

The positives are amazing location and friendly staff. The shower is hot and the bed is comfortable. The view from the rooftop is also lovely.

But … sadly it didn’t meet expectations for a 4 star hotel.

We requested 2 beds many times, I understand it’s not always available but let us know ahead of arrival or at least before we get to the room to be disappointed. They told us we had been upgraded to a ‘deluxe’ room but we weren’t sure what was deluxe about it.

The TV says it’s Smart when you turn it on but only has local channels - and you have to get 2 feet from the screen to change channels, volume or turn on/off. Sometimes getting close to the TV didn’t even work. We messed with it for an hour and then gave up on TV.

The website said room service but at check in we were told there is no restaurant so only room service at breakfast. Then the last morning I asked for breakfast room service and they said not possible. So apparently the hotel does not offer room service. Very confusing.

The fridge wasn’t plugged in when we got to the room, had to pull it out of the closet to plug it in (my sisters meds have to be cold)

The light in the bathroom wouldn’t turn on during the night. I had to use my phone torch to see to go to the bathroom.

The walls are thin, heard our neighbours coming in at all hours of the night, sounded as if they were in our room. We needed ear plugs to sleep.

The rooms are updated old style hotel rooms - laminate flooring and minimal furnishings and little styling.

The breakfast room is in the basement with no sunlight. And the rooftop only has drinks, not even small nibbles available like chips, etc to have with your drink.

I travel a lot for work and this was just not a 4 star standard in my opinion. Aside from the location, bed and kind staff it didn’t feel luxurious or relaxing for us. It photographs well but the attention to detail isn’t there.

Based on my overall experience I...

I booked a three-night stay at this hotel. The facilities were generally acceptable, but the communication was confusing and made us quite unpleasant. Initially, we reserved a twin-bed room for twin room through Trip.com, but upon arrival, we were told only a single-bed room was available—this might have been Trip.com's issue. During check-in, we explained to the staff that we were a family of three and expressed willingness to pay an additional fee for the third person. However, they refused, citing some vague "legal regulation" that prohibited a third person from staying in what they called a "double room." They also emphasized that the hotel had no other available rooms that day and insisted one of us must find accommodation elsewhere. We explained how difficult it would be to find another hotel on such short notice and that having one family member stay elsewhere would disrupt our original plans. We therefore asked the hotel to reconsider our situation.Around midnight, the hotel called us again, demanding that one person leave immediately. By then, it was impossible to find alternative lodging—how could we simply abandon a family member on the streets? This entire ordeal was extremely stressful, so I suggested we discuss the matter the next morning.The following day, the hotel informed us that a room had become available and said the issue could be resolved by booking an additional room. Accordingly, I paid for another room for all three nights. However, after making the payment, they mentioned that there might be no availability for the third night. Then, suddenly, they reversed their position and said all three of us could stay in the original double room after all.The entire process was inconsistent and felt poorly managed. It was particularly confusing why a "legal regulation" would prohibit three people from staying in a double room—a reasoning that was never clearly explained. This situation significantly dampened the mood of our trip. Ultimately, if paying an extra fee could resolve the issue, why did the hotel insist on the first day that it was legally impossible? It might be a cultural difference or a...

The road to access the hotel is one way and closed on the end you access it from (only the exit side is open) This is key information that needs to be provided to guests prior to arrival but is not. We arrived in the dark, in the rain, and after circling twice I called the hotel. The woman at the front desk said yes the road is closed but to map to a bar called Aduela’s and then BACK DOWN the one way street. These directions were confusing and unclear and not feasible (or legal driving?). We asked if we could park first but you need an access card from the front desk to access the garage. This was such a disastrous experience we nearly abandoned our hotel reservation and left to find somewhere else. Worst hotel arrival of my life.

Luis at the front desk saved us. We parked illegally and ran in to the hotel on foot. He came with us to our car and guided us the (fairly long) drive to the parking garage. Then helped us with our bags back to the hotel. The garage is close on foot but a long drive due to one way streets. Without Luis we’d never have made it there.

The location is great for exploring Porto. Hotel quality (aside from Luis) is not 4 star. Room was dimly lit, smelled stale, coffee pods and sugar not restocked despite verbally requesting it to be, bathroom smelled damp, shower caulk had buildup and shower didn’t smell clean. No restaurant on site. Bar only has about 4 seats. Breakfast was more like 3 star hotel quality. “Smart TV” doesn’t have streaming apps and can only screen mirror with androids, not iPhones.

Also, “paid parking available” should be rephrased as “reserve spot in nearby parking garage”. If I’m paying 20 euros a day to reserve parking at a hotel I expect it to be on site or valet. There was a closer garage that would have been cheaper if I’d known it was just self parking in a garage.

Overall, it’s an ok hotel in a great location but definitely don’t go in expecting 4...