Name: Portland Brown Ltd
Address: 22 Stokes Croft, Bristol
Rating: 4.52

“The apartments were incredible. So nice, modern, and well-kept. I loved living in London in my Portland Brown flat!”

(209) - Posted 9 years ago

Hi Sean Thanks for your great feedback, we're so pleased that you enjoyed your time with us. We hope you come and stay with us again in the future. Kind regards Ben

Posted 9 years ago

“I have been in the apartment two months and it was a really good experience, the apartment is very well conected to everyplace, the building very quiet and clean.”

Helpful Report

(57) - Posted 9 years ago

Hi Ana Thank you for your feedback and great review - we appreciated it. We hope you come and stay with us again soon! Kind regards Justin Guest Relations

Posted 9 years ago

“Overall very good service (i.e. regularly cleaning of apartment, provision of extra linen etc.. when needed, response to email queries). In the apartment itself, it would be good and relay convenient if there was some sort of cupboard, storage opportunity like a shoe rack or similar in the "entrance" where on can put items like shoes, handbags and the like. Also some hooks in the entrance where one can put jackets or coats would be convenient.”

Helpful Report

(91) - Posted 9 years ago

Hi Claudia Thank you for your feedback and the great review. My apologies that you were missing some of the things you would have liked in your apartment. If you ever stay with us again (and we hope you do!), please just contact us, we'd be more than happy to put these items in your apartment. I've added a note to your contact record so that if we welcome you back again, we'll have this on file. Thanks again Ben Guest Relations

Posted 9 years ago

“room is complete with basic and necessary things, spacious place, good customer service, the bathroom sink was leaking water though on my last week (not sure if it was moved)”

Helpful Report

(31) - Posted 9 years ago

Hi Marie, Thank you for taking the time to complete the review. I was happy to see that we were able to resolve the problem you had with the bathroom sink. It would be great to have you to stay with us again! Kind regards, Martin, Guest Relations

Posted 9 years ago

“Everything was good except that the restaurant below my flat (flat 106) (Café Philies) put the music extremely loud in the morning (started at 6:35AM) and throughout the day until about 10:30PM. Other than that, everything was perfect! Thanks!”

Helpful Report

(36) - Posted 9 years ago

Hi Daniel Thanks for taking the time to give a review, we really appreciate it and that you have given us a good score despite the noise issue. We haven't heard this feedback about the restaurant so that's useful to know. I'll ask our Arrivals team to let new Guests' checking in to contact us if they're being noisy again in the future so that we can tackle the issue. If you'd like to get in touch to further discuss, please contact me directly via our office on 0330 0240 102. Thanks again Ben Senior Operations Manager

Posted 9 years ago

“I stayed at Discovery Dock West for nearly 3 months and the stay was wonderful. Special thanks to Portland Brown for making sure my stay was very comfortable. The cleaning services need special mention and the cleaning was perfect every single time. I never had a complaint about anything, Even when small things in the apartment needed fixing, service was always prompt and the issue was fixed in a very short time span. Your service made my stay in London very comfortable. Keep up the good work!”

Helpful Report

(93) - Posted 9 years ago

Hi Sonal, Thank you for taking the time to complete the review. I'm very happy to hear that you had such an enjoyable stay with us. I'm also pleased we were able to respond quickly to the minor issues you mentioned. I hope we get the opportunity to welcome you to a Portland apartment again! Kind regards, Andrew, Guest Relations

Posted 9 years ago

“Really enjoyed staying at Discovery Dock East”

Helpful Report

(42) - Posted 9 years ago

Hi Mariana, Thanks for taking the time to complete the review. It's lovely to hear that you had such an enjoyable stay with us. I hope we get the opportunity to welcome you to a Portland apartment again! Kind regards, Martin, Guest Relations

Posted 9 years ago

“Dear Team, Flat was very beautiful and well maintained. Very good variety of appliances and kitchen ware. In the first three weeks of my stay, a couple of minor maintence issues were swiftly resolved. Welcome pack and notes when flat was serviced added a nice touch. Check out process was also easy as I could leave the keys in the post box. However, in the following three weeks, service level significantly diminished. Although in our correspondence staff were polite and approachable, the were not resolving issues. For example: - one of the 2 heating rails in the bathroom was not working, your colleague came when I was at work and then emailed me he could not fix it as I had turned off the switch and he couldn't tell which was defective. Surely if he had turned both back on for 3 minutes he could tell the defective. Also it was the cleaning person who had come the same day and had turned switches off. In any case, he never came back to me after that so issue was never resolved - on the third week, new towels had a strong unpleasant scent of moisture after being in touch with water (eg using them after showering) and I had to wash them all. Raised the issue and the following week towels were fine. Problem though reappeared on the last two weeks, I did not have the time or energy to raise a request again - the fourth or fifth time the flat was serviced, I returned home and the internet was switched off, a lightbulb in a lamp was loose and not working and my bed had been moved towards the middle of the room. I fixed it all, but somebody else might not have and it felt strange - i had a late check out arranged. However an hour before my agreed hour of departure two of your colleagues came in the flat to see how the flat should be reorganised for the new tenant. They were polite and fortunately I had packed and all was ready ahead of time, but ocassionally people moving out are in a state of a rush the last minute and having two strangers in the room is not helping. Particularly unpleasant if you have small children that are more likely than not to be in need of attention. Apologies for the long response, but I do feel that you have put good effort to organise your processes and it is worth investing a bit more in your team (who all come across as pleasant and approachable) to make the experience truly great. Overall, I would recommend Portland Brown flats to friends, but would explicitly tell them that they need to be patient and spend a bit of extra time on emails if they want things resolved. Yours faithfully, Pericles Agiovlasitis”

Helpful Report

(42) - Posted 9 years ago

Dear Pericles My name is Magda and I'm the Chief Operations Manager at Portland Brown. Thank you for taking the time to provide us this detailed feedback, I'm grateful for the high score despite the issues you faced. I would like to send you a more specific response to address your individual concerns, but in the mean time wanted to publicly reassure you that we take your points seriously. I am working with our management team to provide exactly the finishing touches to our service that you are talking about. I will be in touch shortly with my full response but if you would like to speak to me in the meantime, please don't hesitate to call me on 0330 0240 102. Kind regards Magda

Posted 9 years ago

“I had quite a lot of issues... It was cold, the hoven was not working, too much light in the bedroom during the night, no more internet... But anyway it was nice! Thanks”

Helpful Report

(35) - Posted 9 years ago

Hi Mayule My name is Ben and I'm one of the Senior Managers at Portland. I wanted to write to personally apologise for the issues you had during your stay. I believe we managed to fix the internet by putting in a more stable router and the light in the bedroom by installing black-out blinds. I'm sorry that we didn't manage to rectify the oven issue, this seems to be due to the fact that it was more complex than we initially thought but this shouldn't have impacted your stay. Thank you for your feedback and for the positive rating despite your experience. If you would like to discuss anything further, please don't hesitate to get in touch with me on Ben.Atkins@portlandbrown.com . I hope we're able to welcome you back to Portland again in the future. Kind regards Ben, Senior Operations Manager

Posted 9 years ago

“Front desk staff were extremely helpful and friendly.”

Helpful Report

(75) - Posted 9 years ago

Hi Karina, Thanks for taking to the time to complete the review. I'll pass on your compliments to Dragan, the Head Concierge at Lamb's passage where you stayed. We've worked with him for many years and have always found him to be a pleasure. I hope that we have the opportunity to welcome you back to Portland in the future! Kind regards, Martin, Guest Relations

Posted 9 years ago

“Amazing experience!! Best customer service I have ever experienced, EVER!! Every request was satisfied, super supportive and helpful. Well done guys!”

Helpful Report

(70) - Posted 9 years ago

Hi Fabio, Thank you for taking the time to complete the review. I was delighted to hear that your experience was so enjoyable! I have passed on your kind words to my colleagues who will greatly appreciate it. I hope we get the chance to see you see you in a Portland apartment again! Kind regards, Martin, Guest Relations

Posted 9 years ago

“The stay was great in General. Otherwise, we had issues with the Internet connection for almost the whole time of our stayed which was very annoying. I can suggest to talk to the cleaning company, the floor was never properly clean, the carpet was always disgusting.”

Helpful Report

(94) - Posted 9 years ago

Hi Luis, Thank you for taking the time to complete our survey. I was glad to hear that you enjoyed your stay despite the internet issues. I have reviewed this case and it was unfortunate that our internet provider could not rectify this sooner for you. I hope it did not impact your stay too much. I have also passed on your recommendations to our Housekeeping team which they can use going forward. I hope that we can have you to stay with us again. Kind regards, Martin, Guest Relations

Posted 9 years ago

“The flat conditions where good, the customer service response was above average, the cleaning service was good ( but it can improve)”

Helpful Report

(60) - Posted 9 years ago

Hi Victoria, Thanks for taking the time to complete a review. I appreciate your compliments regarding our service and will take on board your suggestions regarding the cleaning service. It would be great to have you to stay with us again! Kind regards, Martin Murphy Guest Relations Portland Brown

Posted 9 years ago

“Excellent customer service, nothing negative to report during my 5 month stay. Some annoying technical issues with the apartment, like lighting and heating was at times not working properly, but Portland B, responded quickly on all requests.”

Helpful Report

(210) - Posted 9 years ago

Hi Jan, thank you for completing this review and thank for such a high rating! I am sorry you experienced some technical issues during your stay, I am pleased we were able to respond to these quickly for you however. We hope that we have the opportunity to welcome you back to Portland in the future! Kind regards, Andrew O'Neill Guest Relations Portland Brown

Posted 9 years ago

“overall very nice and compfortable”

Helpful Report

(182) - Posted 9 years ago

Dear Daniel, Thank you for taking the time to complete the survey. It is always great to hear that our guests are comfortable in their home away from home. We hope that we have the opportunity to welcome you back to Portland in the future! Kind regards, Martin Murphy Guest Relations Portland Brown

Posted 9 years ago

“It was good. Would have been better”

Helpful Report

(72 Nights Stay) - Posted 9 years ago

“I had a wonderful stay with Portland Brown. Customer Service was excellent. They really provided the home like environment. I would like to stay again and again with Portland Brown.”

Helpful Report

(296 Nights) - Posted 9 years ago

“Great location, contains everything required for a comfortable business stay in London”

Helpful Report

Posted 9 years ago

“I recently stayed at a Portland Brown property near the Barbican for 3 months during a work related stay in London. The flat was very clean on arrival and kept as such throughout our stay with weekly cleans by friendly cleaners. The property is very secure with a manned reception desk during the day. Well furnished and well equipped, the flat was perfect for our needs and very comfortable”

Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Under An Hour

Portland Brown Ltd Reviews