レッロ書店入場券+ポルト市内レストランガイド

Dear Dominique, We sincerely apologize for the change to your reservation time and for the inconvenience this caused during your visit to Porto. We understand your frustration at being informed, just one day before the activity, that your originally booked time had been changed. We recognize that such changes can disrupt travel plans, especially when other commitments have already been arranged. We're sorry that the new time was not compatible with your schedule and that, as a result, you were unable to visit Livraria Lello. We also understand your request for a refund, considering that you were unable to use the experience under the conditions originally booked. Your situation deserves proper attention, and we regret the inconvenience involved. We sincerely apologize for your experience and appreciate you bringing this matter to our attention. Kind regards, The Luka Destinations Team

Dear Guest, We're sorry to hear that the long queues inside Livraria Lello negatively affected your experience. We understand how frustrating it can be to wait approximately 45 additional minutes to purchase a book, especially after already spending time in the entrance queue. Queue management, staff availability, and checkout operations are handled directly by Livraria Lello and are not under the control of Luka Destinations. Nevertheless, we understand your disappointment and regret that these conditions made your visit less enjoyable. Thank you for sharing your experience. Your feedback is valuable in helping us better understand the challenges visitors may encounter. Kind regards, The Luka Destinations Team

Dear Lee, We sincerely apologize that your experience did not meet your expectations. We understand your frustration at booking in advance and subsequently receiving a notification that your selected time slot was no longer available. We recognize that changes like this can cause significant inconvenience, especially while traveling, when internet access may be limited and itineraries are already planned. We're also sorry for the confusion regarding the voucher and entry procedures. While queue management and admission control are handled directly by Livraria Lello, we understand your disappointment at seeing other visitors enter while you were still waiting. Thank you for sharing your experience. Your feedback is valuable as we continue improving the clarity of our communication regarding reservations, time slots, and entry procedures. We sincerely apologize for the inconvenience caused. Kind regards, The Luka Destinations Team

Dear Eva, Thank you very much for your wonderful review! We’re delighted to hear that you found Livraria Lello breathtaking and enjoyed exploring its beautiful architecture and diverse selection of books in different languages. Your helpful tip about taking the time to look around each floor before moving on is greatly appreciated. As you mentioned, the bookstore is very popular, especially during busy periods, and planning your visit accordingly can make the experience even more enjoyable. Thank you again for sharing your experience and useful advice with other travelers. We hope to welcome you again on your next visit to Porto! Warm regards, Luka Destinations

Dear Violet, Thank you very much for your wonderful review! We’re delighted to hear that you loved your visit to Livraria Lello and felt that it truly lived up to its reputation. Its unique architecture, atmosphere, and history make it a very special place to discover in Porto. We’re especially happy to know that you found the visit well worth it and would consider it a must-see experience. Thank you for sharing your recommendation with other travelers! We hope to welcome you again on your next visit to Porto. Warm regards, Luka Destinations

Dear Pooja, Thank you very much for your wonderful review! We’re delighted to hear that you found the experience worth every penny and that your visit to Livraria Lello went smoothly. As you mentioned, pre-booking is often the best way to enjoy one of Porto’s most popular attractions, especially during busy periods. We’re also pleased to know that the booking process and overall arrangements contributed to a seamless experience for you. Thank you again for your kind words and recommendation. We truly appreciate your feedback and hope to welcome you again with Luka Destinations in the future! Warm regards, Luka Destinations

Dear Guest, Thank you for sharing your feedback, and we are truly sorry to hear about your experience. We want to clarify that we do not cancel bookings in order to resell them at higher prices. This is absolutely not our policy, and we fully understand how upsetting and disappointing this situation must have been—especially with children involved and plans made in advance. In rare cases, cancellations may occur due to operational constraints or availability issues beyond our control, but we acknowledge that the timing and impact in your case were far from acceptable. We sincerely apologize for the inconvenience caused and for the disruption to your travel plans. We also regret to hear that this situation affected your confidence in booking through platforms like Viator and led to the cancellation of other experiences. That is certainly not the experience we want any of our guests to have. Please feel free to contact us directly so we can review your case in detail and provide a clearer explanation of what happened. Your feedback is extremely important to us, and we are committed to improving our processes and communication to prevent situations like this in the future. We truly regret the disappointment caused and hope to have the opportunity to restore your trust. Warm regards, Luka Destinations

Dear Guest, Thank you for taking the time to share your feedback, and we are truly sorry to read about your experience. We want to be absolutely clear: what you describe is not the standard of service we aim to provide, and we fully understand your frustration regarding the confusion with the tickets for Livraria Lello, the waiting time, and the difference between what was advertised and what you received. Please note that our intention is always to provide a smooth and transparent experience, including clear instructions, correct ticket delivery, and full inclusion of all benefits described. In this case, it is evident that something went wrong, whether in communication, ticket type, or timing of delivery, and for that we sincerely apologize. We also understand your dissatisfaction with the partial refund. While a refund was issued, we recognize that this may not fully reflect your expectations given the situation, and we regret the inconvenience caused. Your case is being taken very seriously. We would kindly ask you to contact us directly once more at our official support email so we can review this situation in detail and work toward a fair resolution. We are also following up internally to ensure clearer communication and to prevent situations like this from happening again. We truly regret the negative impact this had on your visit and on your trust, and we hope to have the opportunity to make things right. Warm regards, Luka Destinations

Dear Lisa Marie, Thank you for your review! We’re glad to hear that you found the experience worthwhile and appreciate your tip about the gold ticket—it’s indeed a great way to make the visit smoother. We completely understand that the popularity of Livraria Lello can lead to crowds, but we’re happy to know that, despite that, you still consider it a must-visit for book lovers and history enthusiasts. We truly appreciate you sharing your experience and hope to welcome you again in Porto! Warm regards, Luka Destinations

Dear Jean-Claude, Thank you for your feedback! We’re glad to hear that you found the visit to Livraria Lello magnificent and worth the detour. At the same time, we completely understand your concern regarding the number of visitors and how it can affect the overall experience and appreciation of such a unique space. Due to its popularity, the bookshop can indeed become very crowded at peak times, but we always aim to help our guests have the smoothest experience possible. We truly appreciate you sharing your thoughts and hope to welcome you again in Porto under even better conditions. Warm regards, Luka Destinations