Thank you for your reply. We would like to, first of all, inform that The Porto Concierge is always working to improve its services, always with one gold- the complete satisfaction of the guest. Regarding the case Mr. Vitaly wrote and you kindly send us we would like to inform that the pick up services provided by the Porto Concierge arrived on time, no more than 5 minutes after Mr. Vitalyarrived at the airport which means it was just after his arrival communication. We would also like to inform that since the arrival of Mr. Vitaly to the airport until the apartment we where always in communication with Mr. Vitaly. Always. That is a fact that our Concierge was not able to arrive , unfortunately, on time - There was a traffic accident, something that obviously is not Mr. Vitaly fault, but was also communicated to Mr. Vitaly. Also, as Mr. Vitaly writes The Porto Concierge by his Stay Manager, Pedro Trindade, asked the chauffeur from the pick up service provided by us, to always, we reafirm, always, stay with Mr. Vitaly since the check in colleague was late by the reasons above described. The Porto Concierge was always speaking with Mr. Vitaly trying to explain the situation. After the check in was made Pedro Trindade, called Mr. Vitaly to, one more time, trying to explain all the situation, apologize and asking if Mr. Vitaly would like a late check out or even not paying the cleaning fee. Obviously it was not a very good situation that The Porto Concierge is not use to and therefore, as mentioned above, being our more important objective the hosts, we believe that it is not only the check ins or the apartments the most important, but all the time the host are staying, trying to have a practical, polite and efficient communication in any subjects or problems or information that might happen- That is why, we would like to repeat, that we tried to contact Mr. Vitaly several times having only one answer - Mr. Vitaly replied Pedro, after the check in, that he was in a rush and did not had time to talk. Pedro tried to contact Mr. Vitaly other times in order to talk about what The Porto Concierge was able to do to minimize the situation whit no success. Only after the leaving of Mr. Vitaly from the apartment and Porto we took notice about Mr. Vitaly review. While Mr. Vitaly was at the apartment we do not have any information about any contact or replied from Mr. Vitaly about our calls and suggestions.