I stayed in Porcelana Tower recently and, after a very difficult arrival due to travel disruption and subsequent access issues, I was initially given access to an apartment that had not been prepared.
Once the issue was raised, the property management handled the situation with empathy and professionalism. I was moved promptly to a different apartment once the office was open in the morning, which was clean and comfortable. A partial refund was also arranged.
I would like to give a special mention to the concierge staff in the opposite building, Murano Tower. Khan, Ben and Lorraine who were extremely helpful and did their best to assist with access on arrival.
The second apartment was a much better experience overall, and the manager was genuinely kind and responsive in ensuring things were put right.
The kitchen is equipped with the necessary appliances, however a better variety of pot and pan sizes would be helpful. Providing basic essentials such as salt, pepper and cooking oil would also be a welcome addition.
While I believe the initial issue was an isolated incident, one suggestion for improvement would be to have a direct overnight point of contact. This would help avoid unnecessary stress in the event of access issues for guests arriving late.
