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

“Lost my bag on the London Underground someone found it and contacted Portland Brown (as it had my keys in it). On the same day, Portland Brown arranged for a courier to pick up the bag from the person who had reported it and delivered it to my apartment - no charge to me! This is far above and beyond the level of service I would expect and really, really impressed me. Well done! Will definitely recommend Portland Brown to my friends and family.”

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(35) - Posted 8 years ago

Dear Owais, Thank you very much for your lovely review. Our team members work very hard so positive feedback such as yours is always a pleasure to read. I hope that we get to welcome you back again soon. Warm Regards, Joana Sobral, Guest Relations Executive

Posted 8 years ago

“Mostly very good customer service. Quick response to emails and resolution of issues. Ability to contact Portland Brown 24/7.”

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(182) - Posted 8 years ago

Hi Rebekah, thank you for your feedback. We are really pleased that you enjoyed your stay with us and look forward to welcoming you again in the near future. Kind Regards, Joana Sobral, Guest Relations Executive

Posted 8 years ago

“My stay at Denison house between 12th June - 6th Sept was quite pleasant. I found the apartment neat and clean when I first reached. I did face a few issues during my stay - - My washing machine was not working when I started staying at the apartment and it would have been appreciated had the working condition of all equipments been checked before a guest arrived. Though I always got prompt responses to my e-mails / calls, it was almost a week before my washing machine was fully repaired. - The hall balcony door got damaged on a windy day while I was out of the house about 3 weeks before I was due to leave. However, this was not fixed till the time I left. The only problem I faced because of this was the lack of ventilation in the hall / dining area as the weather was quite warm. - The water drains in the bathroom washtubs in both the bathrooms need to be repaired. I managed using them during my stay, though I did face water logging in one of the bathrooms and a temporary arrangement was made, though only after repeated follow up through calls / mails. I found the 24/7 Guest relations number very useful as there was always some one courteous answering the phone and usually quite helpful as well. Thank you”

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(87) - Posted 8 years ago

Dear Debapriya, Thank you very much for taking the time to give us feedback; I am pleased to read that on the whole you were happy with the apartment and service provided, however I am sorry for the issues you faced during your stay. We always try our best to provide the highest level of service to all our Guests. Unfortunately, as much as we want to have everything under control, sometimes this is realistically not possible. Once again, thank you so much for your feedback. If you would like to discuss this any further, please do not hesitate to contact me directly on email: joana.sobral@portlandbrown.com or by calling me on 0330 0240 101. Kind Regards, Joana Sobral, Guest Relations Executive

Posted 8 years ago

“Got location near to office”

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(44) - Posted 8 years ago

Dear Mr Pandey, Thank you very much for your recent feedback. Our aim is to provide top quality accommodation and service in various location across London so I am glad you found this convenient for work. However, your review has shown to not be as high as we would like and I would very much like to discuss what aspects of your stay have given you this impression so that we can try to make improvements. I can be contacted on 0330 024 0101 or via email francesca.shepherd@portlandbrown.com. Best wishes, Francesca

Posted 8 years ago

“Portland Brown's service and flexibility is incredible. I am very happy to have stayed with in their apartments for 5 months. Although both flats I stayed in experienced issues, Portland Brown's staff were very willing to help and rectify the issues. I commend the company on its excellent quality of service and 24/7 support.”

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(34) - Posted 8 years ago

Hi Jocelyn, Thank you so much for taking the time to write such a positive review of Portland Brown. I understand that you experienced a number of issues whilst staying with us and we are very grateful for your patience and understanding throughout. Unfortunately, sometimes we are confronted with maintenance issues which are out of control but we always try our hardest to get these rectified in a timely manner and to make sure our guests are genuinely looked after; I am happy to see that you feel this was the case! I will ensure the whole team are aware of your fabulous feedback so that they know their hard work is worth it! We hope to welcome you back to Portland Brown in the future. Best wishes, Francesca

Posted 8 years ago

“The apartment was lovely, and it was cleaned to pristine condition every week. Once I was locked out, and within 30 minutes Portland Brown arrived to let me in. I cannot fault the service they provided.”

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(71) - Posted 8 years ago

H, Thank you very much for writing such a sparkling review about the service we provided whilst you were a guest. Our motto is 'we look after people' and I'm glad to see that in your experience we have succeeded in doing so. Thank you once again. Francesca Shepherd

Posted 8 years ago

“I found the little gifts after the weekly service to be very cute. A small gesture but one that goes a long way in making a guest feel at home and welcomed. The telephone staff were always very helpful when I needed to speak to them.”

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(64) - Posted 8 years ago

Hi John, Thank you very much for your fabulous review! We all work hard to make our guests' stays as comfortable and welcoming as possible so your feedback will be shared with the whole team to show them it's all worth it! Thanks again. Francesca Shepherd

Posted 8 years ago

“Perfect service”

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(140) - Posted 8 years ago

Hi Antoine, Thank you very much for your review! I am pleased you enjoyed your stay with us! Kind Regards, Joana Sobral, Guest Relations Executive

Posted 8 years ago

“You guys were great! Very communicative for the most part and appreciated the immediate service when I placed calls. I felt my last week in the apartment was a bit odd. There was randomly an inflatable bed placed in my apartment which was odd as I was not expecting it and had many personal documents around in preparation of moving. When I confirmed that I would have a 2pm move out someone still showed up and entered my apartment at 10am which was off-putting. Overall - great! But seems like a bit more communication across your team could help in the future.”

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(61) - Posted 8 years ago

Dear Natasha, Thank you very much for taking the time to review Portland Brown; we are pleased that on the whole you enjoyed your stay with us. I am sorry for the misunderstanding experienced with regards to the aerobed. I will investigate this with my team in order to understand what happened. It looks this request was mistakenly created under your reservation. We all look forward to welcoming you back in the near future. Kind Regards, Joana Sobral, Guest Relations Executive

Posted 8 years ago

“Great location, 24/7 guest service desk, little snacks for Wimbledon, summer.”

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(119) - Posted 8 years ago

Dear Daisy, Thank you for your kind words, I’m glad you enjoyed your stay. Regards, Francesca Shepherd Senior Brand Executive

Posted 8 years ago

“No natural light in the flat, and bad layout. But good services.”

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(34) - Posted 8 years ago

Dear Maxime, Thank you for taking the time to feedback to us. I’m very glad to hear that our services were good, we strive to put our service at the heart of everything we do. I have taken a look at the property you have referred to and I can see that in the living room a section of the wall is a glass brick wall, while there are additional windows above this, I can see how this could be detrimental to the natural light, particularly on a grey day. We will investigate this, while also ensuring there are notes to this effect on the apt. to notify any incoming guests in the meantime. Thanks again for these comments, it all helps contribute to us continually improving our service where possible. Regards, Francesca Shepherd Senior Brand Executive

Posted 8 years ago

“Very responsive and attentive.”

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(67) - Posted 8 years ago

Hi Richard, Thank you for completing our online review. I am pleased that you enjoyed your stay with us and look forward to welcoming back in the near future. Kind Regards, Joana Sobral Guest Relations Executive

Posted 8 years ago

“They were always there for me when I needed them.”

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(106) - Posted 8 years ago

Hi Mike, Thank you for 5 star review! We are so glad you enjoyed the great service we strive to deliver at Portland. We all look forward to welcoming you back in the near future. Kind Regards, Joana Sobral Guest Relations Executive

Posted 8 years ago

“Good service and ambience, closer to office location”

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(117) - Posted 8 years ago

Hi Svs (Purush), Thanks for your positive review. We are very glad you enjoyed your stay with us and hope we can welcome you back again soon. Kind Regards, Joana Sobral Guest Relations Executive

Posted 8 years ago

“The follow up: checking If everything is going great. The cleaning once a week which was very well done. A clean and very well designed house. One thing was wrong is that The house was very got.”

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(34) - Posted 8 years ago

Hi Haya, Thank you very much for your lovely review. I am pleased to hear your stay was overall enjoyable. However, I am sorry you found the apartment too hot. I wish you had informed us whilst you were here and we could have rectified the situation for you. During the warm summer months, we do provide light duvets and portable air con units to our guests, upon request. I hope we're able to welcome you back to Portland again in the future. Kind Regards, Joana Sobral Guest Relations Executive

Posted 8 years ago

“The flat I stayed in Wormwood Street was very nice, clean and the infrastructure was new (refigerator, oven, microwave, shower etc). They need to improve their services and communications among staff, because they usually commited to respond one of my requests and the person in the other shift was not aware of my request (such as air bed delivery in a specific date and time). And climbing 3 floors by stairs everydy was not the best part of my time there. Overall it was a pleasant stay. thanks”

Helpful Report

(309) - Posted 8 years ago

Hi Laila, Thank you very much for taking the time to give us feedback; I'm happy to read that on the whole you were happy with the apartment and your stay with Portland Brown. I can only apologise for the inconvenience caused with the mix up around your requested extra bed. We have systems and checks in place to ensure whoever is working can easily see what has been requested by a guest and I can't see how these have failed on this occasion but I will be investigating further. I certainly agree with you that a lift would make your day more enjoyable! However, we have around 400 apartments throughout London and they vary, not on quality, but on location and type of building. Unfortunately this means that some are architecturally older and a lift just isn't possible in these cases. I hope it didn't take away from your stay with us too much. Once again, thank you so much for your feedback; you are no doubt very busy and we appreciate the opportunity to improve our services and in this case; to take a look at how we communicate within the team. Kind Regards, Joana Sobral Guest Relations Executive

Posted 8 years ago

“Very good service. Nothing important to complain about”

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(91) - Posted 8 years ago

Thank you so much for your positive feedback! I will make sure the whole team know that you and your family enjoyed your stay with us. Kind regards, Joana Sobral Guest Relations Assistant

Posted 8 years ago

“Excellent location with sufficient space and equipment for extended stay. Quick response in case of equipment trouble (I got no hot water at the middle of my stay but solved pretty soon) and satisfactory clean up. Only problem I had was the floor creaks when I walk over, but it is not intolerable.”

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(35) - Posted 8 years ago

Hi Hiroshi, thanks for your review. I would like to sincerely apologise for the issue with hot water in your apartment. I am pleased we could resolve this quickly for you. Thank you for your feedback regarding the floorboards. I have spoken to our Property team who have confirmed they can secure these tighter so that they creak less. Paul Baldwin, Operations Manager, Portland Brown

Posted 8 years ago

“The staffs are friendly and helpful, the apartment is clean. It will be better if the internet is more stable.”

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(36) - Posted 8 years ago

Hi Jason, Thank you for your review. I am sorry if you had issues with the internet. I cannot see that this reported, however we do have various solutions for our guests if the internet is not stable for any reason that could have resolved this issue. We look forward to welcoming you back! Paul Baldwin, Operations Manager, Portland Brown

Posted 8 years ago

“Great support, anytime of day. Flexible. Awesome flat and services as well!”

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(35) - Posted 8 years ago

Hi Jonathan, Thank you for your review! I am pleased you enjoyed your stay with us. Paul Baldwin, Operations Manager, Portland Brown

Posted 8 years ago

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

Portland Brown Ltd Reviews