Frank PorterReviews of frankporter.com

Response from Frank Porter· Apr 20, 2026

Dear Manal, Thank you for your feedback. We’re sorry to hear about your experience. However, we were unable to locate any reservation details in our system based on the information provided in your review. We kindly ask you to share additional information such as the booking name, dates of stay, or apartment details so we can properly investigate and assist you further. We look forward to your response.

Response from Frank Porter· Aug 1, 2025

Hi Teo, Thank you for taking the time to share your feedback. We sincerely regret the inconvenience you experienced during your stay, particularly regarding the parking access card. Prior to your arrival, we ensured all documentation and check-in information were provided in a timely manner. Once the parking issue was reported, we immediately engaged with building management and security to find a solution. At first, we were informed it was a system-related barrier issue, but later, building security confirmed the access card was damaged—something that unfortunately wasn’t apparent at the outset. We understand and truly empathize with how frustrating this must have been, especially given your business commitments. Please know that we did our best to coordinate with all involved parties and kept you updated throughout, although we regret that our efforts did not lead to a timely resolution. The cancellation of the proposed meeting was an internal misstep, and we acknowledge this should have been better communicated. While we’re disappointed that this aspect of your stay did not meet your expectations, we genuinely appreciate your input. It helps us improve our service and ensure better coordination in the future. Thank you again for staying with us, and we hope to have the opportunity to provide a smoother experience should you choose to return.

Response from Frank Porter· Apr 20, 2026

Dear Ali, Thank you for your feedback. We’re sorry to hear about your experience. However, we were unable to locate any reservation details in our system based on the information provided in your review. We kindly ask you to share additional information such as the booking name, dates of stay, or apartment details so we can properly investigate and assist you further. We look forward to your response.

Response from Frank Porter· Apr 20, 2026

Dear Khuzama, Thank you for your feedback. We’re sorry to hear about your experience. However, we were unable to locate any reservation details in our system based on the information provided in your review. We kindly ask you to share additional information such as the booking name, dates of stay, or apartment details so we can properly investigate and assist you further. We look forward to your response.

Response from Frank Porter· Jun 2, 2026

Thank you for your feedback. We are sorry to hear that your experience did not meet your expectations. Regarding the check-in, we acknowledge that there was an unexpected issue with access upon arrival. As reflected in our communication, we responded, spoke with you directly, and arranged for an agent to come and assist, ensuring access was restored as quickly as possible. We also followed up throughout the stay and accommodated additional requests, including arranging extra towels and blankets and assisting with the parking concern raised during your visit. We were surprised to read comments regarding cleanliness, maintenance, and the condition of the apartment, as no such concerns were reported to us during the stay. Had these issues been brought to our attention at the time, we would have been happy to investigate and resolve them immediately. Our team conducts regular inspections, maintenance works, and deep cleaning of the apartment, furniture, and all areas to maintain high standards and continuously improve the guest experience. While we regret the inconvenience caused by the initial check-in issue, we appreciate the opportunity to host you and always strive to support our guests promptly whenever assistance is needed. Guest satisfaction remains our priority, and we continuously work to improve every aspect of the stay experience.

Response from Frank Porter· Mar 20, 2025

Thank you for sharing your feedback. At Frank Porter, we take guest satisfaction seriously and always strive to provide a seamless experience. We would like to clarify a few points regarding your stay. 1. The check-in details were sent to you before arrival, including the door code and clear instructions for self-check-in. Our check-in process does not include agent assistance, as it is designed to be contactless for convenience and flexibility. 2. During your stay, we did not receive any concerns or service requests from you. Had we been informed, we would have promptly sent our team to resolve any issues, ensuring your comfort. 3. As per our policy, any concerns or requests for compensation should be raised during the stay so we can assess and address them fairly. We always prioritize guest satisfaction and aim to resolve matters before check-out to ensure a pleasant experience. However, we did offer a special deal for your next stay, which unfortunately was not confirmed from your end, making it impossible for us to proceed with the offer. 4. Dubai is home to numerous mosques, and it is common to hear the call to prayer at various times of the day. Given that you previously stayed in this building multiple times and mentioned that your best friend resides here, we were under the impression that you were familiar with the surroundings. After reviewing your case thoroughly, we believe we provided the best possible service during your stay. While we regret any inconvenience, we encourage guests to communicate with us during their visit so we can promptly address any concerns. Nevertheless, we appreciate your feedback and would be happy to host you again in the future to ensure a more tailored experience.

Response from Frank Porter· Mar 4, 2025

Thank you for your feedback. However, I must express my disappointment with the manner in which you have chosen to convey your concerns. As a host, the comfort, safety, and well-being of our guests are of utmost priority. We maintain a strict no-smoking policy to ensure a pleasant experience for all. Unfortunately, during your stay, this policy was violated, requiring us to undertake ozone treatment and deep cleaning to eliminate smoke traces from the apartment. In addition, your late check-out left the property in substandard condition, resulting in a delay in preparing the apartment for the next guest. These actions were documented with time-stamped photographs, which substantiate the associated cleaning and damage charges. At the time of your check-out, you did not express dissatisfaction with your stay. It was only upon receiving our communication regarding the damage claims that you chose to leave this negative review. Please be advised that the allegations of fraud are entirely unfounded. We are simply enforcing our clearly communicated policies and ensuring that our property is properly maintained. Such statements could be deemed defamatory, and we take such matters seriously. We are carefully reviewing this situation and reserve the right to pursue any necessary legal action if warranted.

Response from Frank Porter· Feb 26, 2025

We take guest comfort and cleanliness very seriously, and we are disappointed by this misrepresentation of events. - Delayed Complaint: You stayed in the apartment for 19 days without reporting any issue. If the conditions were as extreme as you claim, it is unreasonable to suggest that you endured it for almost THREE WEEKS before reporting it to us. The apartment was professionally cleaned before your arrival, and no previous or subsequent guests reported any concerns. - Immediate Action & Refund: The moment you informed us of your concern, we responded promptly, offered you a respectful checkout, and fully refunded you for the remaining nights—despite the lack of any verified issue. To claim we “refused” a refund is completely false. - Exaggeration & Inconsistencies: Your statement about “evacuating in the middle of the night with nowhere to go” is misleading. You were not forced out—you were offered a choice and a refund for unused nights. Your accusations of “no urgency” and valuing “profit over guest well-being” are completely unfounded, given that we responded, addressed your concern, and issued a refund without delay. - Maintaining High Standards: We manage thousands of successful stays in Dubai, with countless satisfied guests. Cleanliness and hygiene are our top priorities, and your claims are inconsistent with our standards and history. We stand by our service and will not tolerate false or exaggerated accusations. Future guests can rest assured that our commitment to cleanliness and guest satisfaction remains unwavering.