Casa Campo São Francisco

Fantastic, charming, historic property in elegantly restored private home! On-site management was wonderful! Perfect location on quiet square, on edge of small town center. Lovely breakfast included! Beautiful living room for reading & relaxing! Close to many restaurants yet quiet! Street parking (most of it free) easily found! Management (David & Anderson) super helpful & shared recommendations, tips & stories of the family that has owned the building for centuries. Loved everything about our stay!

This should be a 5 star rating for the facilities, employees, and amenities. However, the owner did not follow her own Terms and Conditions and will not work with us. We booked our stay initially Nov. 2019 for a 2 night stay in May of 2020. Covid hit and US travel was banned. Regretfully, we paid in full in March 2020, for what we hoped would be a rebook for a 6 night stay in October 2020. This rebooking involved an upgrade room cost due to lack of availability. Terms and conditions state 100% refund with 15+days cancellation notice ahead of visit. Covid again cancelled the October 2020 trip (more than 15 days notice given) as US travel was still not permitted. We maintained continuous contact with Teresa, who we assumed was the owner. Finally, we applied our voucher in May of 2021, for a 6 night stay beginning November 2, 2021. September of 2021, SATA airlines cancelled our return flight causing a rebooking which resulted in 2 less nights. We immediately contacted Teresa giving 33 days notice. We were never told this would be a problem, and per the terms we thought we were within the guidelines. The day we were to fly in, the weather conditions cancelled our flight. Again we were in contact with Sandrine, her assistant. When we arrived the next day, we were kindly greeted by Sandrine as Teresa was gone due to a family emergency. Sandrine told us that our credit would be handled by Teresa when she returned. Teresa finally contacted us 9 days later stating that we have a 367.18 Euro credit for reservations that could be used in 2022. We emailed back stating that we were not planning another trip back to the Azores and did not know anyone who was. Theresa replied back she was not required to return the money, even though her terms and conditions state otherwise. We wrote back asking her to honor her terms and we were willing to negotiate a settlement (as we did not give adequate notice for the 1 night weather cancellation, but we did for the other 2 days.) Teresa ignored our email request to negotiate and has not contacted us since our December 12 request to negotiate. Teresa was aware of our credit when she placed us in the room we stayed in. We came at low tourist season when rates are lower, and she has rooms of varying cost. We were in the least expensive room which is what we originally requested in November of 2019. We feel we should have been told of all these changes in our credit balance before we arrived. Knowing that we had to use up the credit or lose it, adjustments could have been made as there was availability in nicer rooms. The owner had full use of our deposit for 20 months. We could not have been the only guests who had to cancel nights. Casa Do Campo had our money and chose to not disclose a change of terms at any point until 9 days after we left. This shabby treatment of a guest's deposit has left such a sour taste in our mouth as it was the last memory of a long awaited trip. Let it be noted that