The website was terrible. Difficult to get the e ticket. Kept going back out of page. Too many people in the shop at the one time. Staff had to assist with finding the ticket for both entries and then for discount at the end. It took forever to find the ticket to get the voucher at the end. The staff said I wasn’t the only one many had experienced the same problem. It’s the ticketing system . Lines terribly long.
事業者からの返答
Dear Michell,
We sincerely apologize for the difficulties you experienced accessing your electronic tickets and using your voucher during your visit to Livraria Lello.
We understand how frustrating it can be to encounter repeated technical issues, especially when tickets need to be presented at different stages of the experience. We recognize that this process should be simpler and more accessible for visitors.
We're also sorry that the long queues and crowded conditions inside the bookstore made your visit even more challenging. While visitor management and internal operations are handled directly by Livraria Lello, we understand how these conditions affected your overall experience.
Thank you for taking the time to describe the issues you encountered. Your feedback is valuable in helping us review how clearly and easily guests can access their tickets and continue improving the experience we provide.
We sincerely apologize for the inconvenience.
Kind regards,
The Luka Destinations Team
D
Deborah_S
September 29, 2026 · via Viator
Fabulous show
This show was high energy from start to finish. Great talent showcased. I would highly recommend to anyone in London.
L
Lainie_C
September 22, 2026 · via Viator
Lovely book store!
What a delightful experience going through this historical bookstore! We loved every minute of it! The architecture is unbelievable.
事業者からの返答
Dear Lainie,
Thank you so much for your wonderful review! We’re delighted to hear that you loved every minute of your visit to Livraria Lello.
The architecture truly makes it a very special place, and it’s wonderful to know that the beauty and history of the bookstore made your experience so enjoyable.
Thank you for choosing Luka Destinations, and we hope to welcome you back to Porto!
Kind regards,
The Luka Destinations Team
C
craiga708
August 1, 2026 · via Tripadvisor
Nice building, but not worth €15
The bookshop is beautiful, but sadly it has been turned into a machine to extract money from tourists. €15 euros per person to walk through a small, ornate building is somewhat high. Too many people in the shop. It's also a very poor bookshop.
事業者からの返答
Dear Craig,
Thank you for taking the time to share your honest feedback.
We’re glad to hear that you appreciated the beauty and architecture of Livraria Lello. At the same time, we’re sorry that the admission price, crowds, and book selection left you feeling that the experience was not good value for money.
As one of Porto’s most visited landmarks, Livraria Lello can become quite busy, particularly during peak periods, and we understand that the number of visitors can affect the experience and make it difficult to fully appreciate the space.
We also appreciate your comments regarding the book selection. We understand that visitors may have different expectations of what a historic bookstore should offer, and your perspective is valuable.
Thank you again for sharing your feedback. We sincerely hope that you were able to enjoy other parts of Porto during your visit.
Warm regards,
Luka Destinations
J
Jeffrey_S
July 2, 2026 · via Viator
Lello experience
Be sure to check your bag for all books purchased, the left one out & would not do anything to reconcile. I traveled from the US, bought my ticket 6 months in advance and told me I was lying about not getting a $17.00 book.
Really frustrating.
事業者からの返答
Dear Jeffrey,
Thank you for taking the time to share your experience. We are truly sorry to hear about the frustration caused by the missing book.
We completely understand how disappointing this must have been, especially after traveling from the United States and planning your visit six months in advance. We are particularly sorry that you felt your concerns were not taken seriously or that you were made to feel as though you were not being truthful. That is certainly not the way we want any guest to feel.
We appreciate your advice to carefully check all purchased items before leaving the bookstore. At the same time, we regret that the issue with your €17 book could not be resolved to your satisfaction at the time.
We take your feedback seriously and will share your comments with the relevant team so that situations involving purchases and missing items can be handled with greater care and professionalism.
Thank you again for bringing this to our attention. We sincerely regret that this incident affected what should have been a memorable visit to Porto.
Warm regards,
Luka Destinations
D
D607HXdebbiem
June 11, 2026 · via Tripadvisor
Beware of buying tickets with Trip Advisor
We paid $83 U.S. to Trip advisor and had confirmation it was paid. I printed the tickets and when we got to the bookstore they would not accept the tickets. They said they have been having trouble with Trip Advisor tickets not being the correct QR code. Therefore they made us re-purchase directly with them for only 12 Euros for the same thing (not sure why Trip Advisor was so much more expensive for the same thing). Once we re-purchased they let us go inside with the tickets they provided us. I have requested a refund from Trip Advisor and waiting on a reply. However the bookstore was well worth going in to see how beautiful and glorious it is. There was a lot of people in there so didn't stay very long. Beware of buying tickets for this bookstore with Trip Advisor for both cost and accessibility.
事業者からの返答
Dear Guest,
Thank you for taking the time to share your experience, and we are truly sorry for the inconvenience you encountered.
We sincerely apologize for the issues you experienced with your ticket for Livraria Lello. We understand how frustrating it must have been to arrive with a confirmed booking and printed tickets, only to be told that they could not be accepted and that you needed to purchase new tickets on-site.
We are particularly sorry for the confusion regarding the QR code and ticket validation process. This is certainly not the experience we want our guests to have, and we take reports like yours very seriously. We are continuously reviewing our procedures and coordination with our partners to help prevent similar situations from occurring in the future.
We also understand your concerns regarding pricing differences. Third-party platforms may include service fees, commissions, customer support, and other booking-related costs, but we agree that transparency is essential and appreciate your feedback on this matter.
At the same time, we are pleased to hear that you were still able to visit the bookstore and enjoy its beauty and unique atmosphere despite the difficulties encountered.
Thank you again for your honest feedback. We sincerely regret the inconvenience caused and hope that your refund request is resolved promptly.
Warm regards,
Luka Destinations
2
245barbr
May 26, 2026 · via Tripadvisor
What a disappointment!
I booked this experience months in advance as we only had two days in Porto and it was a “must see” for us. I received notice from the tour operator (Luka Destinations) the day before our booke and paid for tour that tickets were sold out and we would not be accommodated. A refund was offered (DUH) and we were informed they would book us in the following month…also duh….do they not realize that tourists may not be staying for months
All in all I am very disappointed in Tripadvisor as they should have vetted this tour operator.It will definitely influence any future decision about travel bookings with them
事業者からの返答
Dear Guest,
Thank you for taking the time to share your feedback, and we are truly sorry for the disappointment and frustration caused by this situation.
We completely understand how upsetting it must have been to have your booking for Livraria Lello canceled on such short notice, especially after reserving months in advance and having limited time in Porto. We fully recognize that suggesting availability for a later date was not a practical solution for travelers already on a scheduled trip.
Please know that this was never the experience we intended to provide. In rare cases, unexpected availability issues can occur beyond our direct control, but we acknowledge that this does not lessen the inconvenience and disappointment caused to you.
We also sincerely regret the impact this had on your trust in both our company and the booking platform. Your feedback is taken very seriously, and we are actively reviewing our booking and availability procedures to help prevent situations like this from happening again.
We truly apologize for the inconvenience caused and appreciate your honest feedback.
Warm regards,
Luka Destinations
F
Fiona A
May 25, 2026 · via Tripadvisor
Overcrowded overpriced and overrated
This was overpriced, overcrowded and overrated. It has a most exquisite staircase and the ambiance is amazing but it is very badly run and organised There was an horrendous queue to get in. The books were all very expensive and out of copyright. The main problem is the payment system. I saw a man take 20 minutes to buy 4 books. The slow tills meant that there were enormous queues in the shop which made it unpleasantly full. If they had a quicker system of payment instead of trying to extract money from you at every turn then it would have been much better
事業者からの返答
Dear Fiona,
Thank you for taking the time to share your feedback.
We’re sorry to hear that your visit to Livraria Lello did not fully meet your expectations. We understand your frustration regarding the crowd levels, waiting times, and the overall flow inside the bookstore, especially during busy periods.
At the same time, we’re pleased to know that you appreciated the atmosphere and the beauty of the iconic staircase, which continues to make the bookstore such a unique and admired place for many visitors.
We also appreciate your detailed comments regarding the payment process and organization inside the shop. Feedback like yours is extremely valuable, as it helps highlight areas where the visitor experience can be improved, particularly in terms of efficiency and crowd management.
Thank you again for your honest review. We truly value your perspective and hope you still enjoyed other aspects of your time in Porto.
Warm regards,
Luka Destinations
J
Jason_M
May 5, 2026 · via Viator
Viator sucks and over charges you
Do not book threw this app lello book store does not work dirrect with them and you will not recieve what you paid for when you arrive you will be told your ricket is not valid and will have to repurchase tickets and wait in the long line
事業者からの返答
Dear Jason,
Thank you for taking the time to share your feedback, and we are truly sorry to hear about your experience.
We want to clarify that our tickets for Livraria Lello are valid and accepted when properly issued and used according to the instructions provided. However, we understand from your message that something did not work as expected in your case, and we sincerely apologize for the inconvenience and frustration this caused.
We also regret the confusion regarding ticket validity and the need to repurchase tickets on-site. This is certainly not the experience we aim to provide. Issues like this can sometimes arise from timing, communication, or incorrect ticket handling, but we fully acknowledge that the impact on your visit was very disappointing.
Please contact us directly with your booking details so we can investigate what happened and work toward a fair resolution. Your feedback is extremely important to us, and we are actively working to improve clarity and coordination to prevent situations like this in the future.
We truly regret the inconvenience caused and appreciate you bringing this to our attention.
Warm regards,
Luka Destinations
M
Maya_P
April 15, 2026 · via Viator
A Must Visit in Porto
Such a beautiful and quaint bookstore. Spent an hour at the store. It has such a cool vibe.
I can see how JK Rowlings got inspired.
事業者からの返答
Thank you so much for your wonderful review!
We’re delighted to hear that you enjoyed your time at Livraria Lello and were able to soak in its unique atmosphere. It truly is a special place, full of history and inspiration and it’s always rewarding to know it leaves a lasting impression on our visitors.
We hope to welcome you back again soon for more memorable moments in Porto!
