If there is 0 star or -1000 star i would give u that. Terrible experience with the stay, Ac does not work, cockroaches everywhere, stained bedsheets, walls are dirty and the whole apartment had dust. This is the worst stay experience ever. On top of that when I stayed there there staff was so unprofessional. Very frustrated with this experience and never again dealing with frank porter and their poor low class management again
Response from Frank PorterApr 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.
TE
Teo
Unreliable Service & Misleading Listing
I booked this apartment specifically because it advertised "free parking," which was essential for my business trip. Unfortunately, not once during my entire stay was I able to use the parking due to a non-functional access card. Despite repeated messages, calls, and time wasted dealing with reception and the host, the issue was never resolved.
What’s worse, the host kept shifting responsibility between reception, building management, and technical issues, providing contradictory explanations. I was first told it was a barrier problem, then later that the access card was damaged—something the security manager had clearly stated from the beginning. When I requested a meeting with the host’s agent and security to resolve the issue, the host cancelled the meeting last minute without informing me.
This lack of transparency and poor coordination was frustrating and completely unprofessional. I lost valuable time every day trying to find parking on the street in a busy area—something I should never have had to do given the listing’s promise.
If parking is important to you, I recommend avoiding this listing. The host is unresponsive, unaccountable, and clearly unprepared to handle basic logistics that affect guest comfort.
Response from Frank PorterAug 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.
AS
Ali S.
I honestly don’t recommend this hotel…
I honestly don’t recommend this hotel to anyone. The way they treat guests is completely unacceptable. The staff were rude, unhelpful, and acted like we were a burden instead of paying customers. Basic manners and respect were missing from the moment we arrived.
It felt like they had no interest in making our stay comfortable. Any request was either ignored or answered with attitude. I’ve stayed in many hotels, and this was by far one of the worst experiences in terms of customer service.
Save your money and stay somewhere where they actually care about their guests.
Response from Frank PorterApr 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.
KA
Khuzama A.
Why didn't you solve @ahmedalhenawi…
Why didn't you solve @ahmedalhenawi problem with the apartment he rented from you, and he complains about the noise and the strong air conditioning that affects his daughter's health, knowing that he asked you to change the apartment and he will pay an additional fee or cancel the reservation and give him back a partial amount of the rent. You have a bad customer service !!!
Response from Frank PorterApr 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.
RY
Rawah Y.
Terrible experience
We waited for four hours to check into the room, even though I specifically requested self-check-in and booked the place based on that. Additionally, the room is very small and looks nothing like the pictures. It is not clean, including the bathroom, and the bed has bugs. The place is in serious need of maintenance and is absolutely not suitable for accommodation. The host is also very uncooperative.
On top of that, the amount I paid was much more than what the place is worth. I feel like I wasted my money on this accommodation.
I filed a complaint about what happened, and their apology for the delay was a plate of petit fours that smelled like smoke.
Response from Frank PorterJun 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.
MO
Morten
Poor service, Poor problem solution , poor post-stay handling
Didn't receive my check in email before arrival, wasn't met by the agent as promised.
Apartment was fine, but Frank Porter forgot to mention that aparment was facing mosque with heavily extended prayer sessions from 5 AM.
Water pressure in shower under all critique. when trying to find a very fair small compensation after stay, or simply asking for the discount they said they would offer, noone was able to help until i make a new booking . what a lack of service , had hoped to solve it quietly and very reasonably but turns out Frank Porter wasn't interested in doing so.
Book direct with Airbnb or go For Sun Vacation homes or other short term lease agents, if you want to make sure the process runs smoothly.
Response from Frank PorterMar 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.
NI
Nitin
Fraud people.
Fraud people.
We checked out from the property a little late due a medical emergency but they totally ignored the same and later charged us late check out charges.
And above this, THEY TOOK OUR ALL SECURITY DEPOSIT (2000 AED) JUST TO CLEAN THE HOUSE WHICH IS NOT MENTIONED EARLIER AS EXPENSE.
Their local supervisor is of no use, do not respond in time, we requested him several time to get clean house but no clear answer. And when I messaged them thru booking.com, they sent me revert on mail only, which can be missed by any person who is on holiday. A call from local supervisor could have been a better solution.
Overall pathetic service and they took away all my security deposit but I am still in connect with booking.com to recover the deposit
Response from Frank PorterMar 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.
FA
Faith
Dust Mite Infestation - horrifying experience
I booked one of Frank Porter’s units at 1402 Siraj Tower through Airbnb and had a horrifying experience due to a severe dust mite infestation. I became extremely ill and was covered in bites, forcing me to miss work and evacuate the apartment in the middle of the night two weeks before my reservation was set to end with nowhere to go. This was a deeply distressing and traumatizing experience, yet Frank Porter took days to respond and showed no urgency in addressing the issue. Worse, they refused to refund me for the time I had already spent there despite the horrifying experience that I had.
The complete lack of accountability and concern for guest health and safety is unacceptable. As a property management company handling multiple units, you have a responsibility to ensure your spaces are clean and habitable. Instead, it’s clear that you value profit over guest well-being or justice. I would have appreciated it if you had tried to make things right, but I’m disgusted by how you chose to handle the situation. I wouldn’t wish this experience on anyone. Stay away.
Response from Frank PorterFeb 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.
