Cold, greedy, and unethical – profited from our tragedy
We booked a long-term stay in Porto via Porto City Hosts. A few weeks in, my partner was diagnosed with terminal cancer and we had to leave early. Despite paying in full, Porto City Hosts relet the apartment for the same period and have refused to refund any part of what they effectively received twice.
I asked repeatedly (and politely) for the cancellation policy they cite, proof it had been sent to us, and the owner’s contact details - but they didn't provide any of it. They didn’t request medical documentation, instead hiding behind a vague policy that does not cover this set of circumstances.
Their actions appear to violate Portuguese law, including unjust enrichment and consumer protection standards. They have shown a total lack of empathy or accountability. They are profiting from our tragedy.
If you book with them, understand that they will keep your money while re-letting the property, even under serious medical circumstances. They could do the right thing - they're choosing not to.