User Perceptions and Conservation Practices: A Case Study of Maintenance Strategies at S. Bento Railway Station

Located in the heart of Porto, Portugal, the S. Bento train station is renowned worldwide for its architectural splendour and historical significance. Inaugurated in 1916, this UNESCO World Heritage Site presents stunning ceramic tile panels and architecture influenced by contemporary French design. This study presents a comprehensive historical analysis of the conservation state of S. Bento station, detailing observed anomalies, their origins, probable causes, and the maintenance and rehabilitation techniques employed over the years. Moreover, it explores the relationship between conservation practices and tourist perceptions of the station, focusing on how rehabilitation efforts influence user satisfaction. This analysis was carried out through a comprehensive sentiment analysis of over 4000 tourist reviews between 2011 and 2023, and data from the station management entity, providing insights into the effectiveness of these interventions. The research contributes to the broader discussion on heritage conservation, offering recommendations for future maintenance strategies that integrate user expectations and sentiment.

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