Frank PorterReviews of frankporter.com

Worst experience of my life. Ended up in people coming inside at 4 am as i was sleeping. Bare in mind everything was paid and contracted. The listing was really nice i must say. But even owner took it away.

Even though I paid to have the apartment professionally cleaned, why do I still have to wait 14 days to receive my security deposit back?

We booked to view the property before our stay, the agent showed up around 40min late with no notifications of the delay from frank porter, we tried calling the team several times and no one was picking up the phone. Unfortunately the same situation happened on our check in, but this time the delay was around 25min. And I had to wait for cleaning team to finish for around 45min extra while being at the property. The apartment was handed over with a layer of grease covering kitchen cabinets, a heavily clogged kitchen sink (due to cooking oil), dishwasher filter so clogged the machine was showing an error, same for the washing machine, mold and hard water stains on taps. Errors on washing machine and dishwasher cleared up after cleaning the filters on both. Even tho I personally took care of the issue things like this can be easily prevented by performing a decent cleaning. The AC machine on the guest room doesn’t cool down properly and we set up an appointment for the technician to visit yesterday, no one showed up and I got a message about the delay 2 hours after the appointment was supposed to happen. It took 3 visits from different technicians to pinpoint the AC issue, heavily clogged filters with dust as well as other aspects that could be prevented by carrying out periodical maintenance. Cleaning can definitely be improved as well as communication and timelines.

BED BUGS ALERT!!!!!!! We booked one of their apartments in Dubai downtown through Airbnb. on the day of arrival, we were allowed to check in 4 hours after the promised check-in time because they didn't clean the apartment on time. Later that night we found BED BUGS all over the beds in both bedrooms, we contacted them and they said they are going to find a solution soon. after hours of waiting, they responded that they can't help us and that we need to wait till the next day even though it was around 3 AM and we obviously weren't going to sleep on their bugs-infested beds. We ended up leaving the apartment around 5 AM in the morning and driving all the way to Abu Dhabi to stay at a friend's place. I called them the next day expecting an apology, a refund, and compensation for ruining our vacation, and instead, all I got was senseless excuses and the most disgusting attitude from a company I have ever seen. I spent the following 3 days calling them and asking for a refund for the booking which they were not willing to give even though we never went back to the apartment, eventually, they kept on giving us promises that they will escalate the issue to the management and someone will get back to us soon, which of course never happened. I believe their strategy was to keep giving us false promises and keep us waiting until we get sick of dealing with them and drop the claim. They didn't know that I used to live in Dubai for many years in the past and I know how to deal with such behavior. So what I did next is I looked up their office address on google and drove there to speak to one of the managers. They weren't surprised by my visit, I think this keeps happening to them since they always try to rip people off (As you can see from other reviews). After waiting for a couple of hours in the lobby, a lady came and identified herself as the manager's assistant, I asked her to sit in an office or a meeting room to talk, but she refused and told me we will have to do this in the lobby. She was absolutely rude and refused to offer any solution until I made it clear that I'm not going to drop this at any cost. Eventually, she started to negotiate the refund amount which started at 20% and ended up at 100% after she realized that I'm not going anywhere before I get what I came for. Of course, I had to follow up with them several times over the next weeks until they finally issued the refund. In conclusion, STAY AWAY from this company because there is a high chance they will ruin your vacation and then refuse to assist you or compensate you. Another piece of advice, if you ever find yourself in the same situation, never give up on calling and chasing them until you get what's yours! and if you want to save yourself long waiting hours on the phone with their horrible support team, just look up their office address, go there and never leave until they solve your issue. One last note, most of the good reviews they got are absolutely fake and paid for. no self-respecting company or individual would ever treat customers the way they treated us.

Been waiting for a refund for 11 days of 13,500 Dhs. They say it’s been initiated but still can’t give me an ARN number to confirm. Every time I call they say it will take 24 hours to get this!!

We are family of 5 (2 adults and 3 kids from 12 to 8 yrs) and rented through Frank Porter a what they called Deluxe Penthouse w/ private Pool in Dubai Marina. When we approached the given address we realized, that almost the entire building was a renovation construction site. Reception Hall or what was left of it was a makeshift little desk with a very nice security guard working it, but in no way luxurious at all. He pointed us to a cramped and littered parking space and from there to the elevators that were supposed to get us to the Deluxe Penthouse we rented. All of the elevators were not only old and rattling they were covered in protective material to remind us, this was a construction site. Nevertheless we got to the promised penthouse, the representative of Frank Porter that was promised to be there, was nowhere near, instead he or she left the door open so we could get in. After what we had seen so far from the building we hoped for a surprise, we hoped for that moment, that let you feel relieved, that the lot of money spent on that rental would not be wasted. But it continued. The apartment may once have been a luxurious retreat but there was almost nothing of it left. The furniture worn, carpets run down, a/c almost not working or way to late switched on, glass splinters from whatever source in the entire living room, otoman and bedposts broken. When we stepped out onto the large balcony, we were again devastated. The kids looked so much forward to this area, especially the pool and what should we say, the water in it was only a greenish soup of rancid smell. Not safe to use, as was the entire apartment (glass splinters). We immediately tried to reach out to Frank Porter, but as expected no representative could be reached. Considering the state of the Deluxe Apartment we knew why. So we decided to leave the building immediately to make clear, we could never perform a safe check in to this apartment. In the aftermath we had only bad experiences with Frank Porter. We conveyd even before leaving the apartment all documented pictures of the broken, defective, non functional items, icluding the pool but never received a word of understanding or excuse. Of course we wanted as much of a refund as possible, remember the apartment was not only unsafe to stay in, it was also a super non pleasant location to be. The windows that were a wonderful addition to the location that were supposed to offer great views of the surroundings and the marina, were so dirty, that the even the blazing summer sun had problems shining through. After a lot of threats back and forth via email and close to going to court with them (what is not an easy task for a family living in europe) they offered an insignificant refund, which we finally accepted, to just get it over with them. That was the worst experience we ever had renting apartments, houses or villas online. Be ware of this company

Das war leider das schlimmste Erlebnis im Urlaub. Wir kamen an und sollten eine App herunterladen und mit einigen wirren Codes den Zugang zum Appartement erhalten. Das funktionierte natürlich nicht im Ansatz. Da die Putzfrau noch da war, obwohl wir um 1500 Uhr Zugang haben sollten, es aber noch nicht fertig war, konnten wir zumindest hinein. Unwissend, wie wir auf- und abschließen sollten. Da kam dann irgendwann ein universeller Zahlencode für den Zugang. Die Wohnung an sich war schön, jedoch das Sofa fleckig mit dreck. Vor der Tür lag ein Müllbeutel, den die Putzfrau nicht entsorgt hatte. Den wies man dann ins zu und beschuldigte uns. Ein solches Verhalten ist nicht zu entschuldigen. Da forscht man erstmal nach, wer den Müll dort hat liegen lassen. Am Ende dann wird die Rückzahlung der Kaution verweigert mit der Aussage, das dauere drei Wochen. Irrtum, die Rückzahlung einer Kaution ist unmittelbar fällig, wenn die Wohnung ordentlich verlassen wurde. Insgesamt problematisch und unseriös.

There is a lack of organisation and lack of attention to details at all levels. I ended up being on call/support with FP team over numerous issues that could and should have been prevented in the first place. Unable to unlock appartment at 1 am, missing towels, a dirty sheet, dirty glasses, non-functioning bathroom lights, 3 dishwasher tables provided for 9-night stay, TV unit with no instructions how to use, a missing garage card. The list goes on. While the support staff was generally ok, I assume they are overwhelmed. I didn't bother to report half of the issues and regardles spent several days chatting with support instead of enjoying my stay. I wound never ever book a FP-managed property again.