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

“Everything was great, apartment nice and if any problem occurred it would be fixed really fast. The only disappointment was the internet connection, which was quite low and unstable.”

Helpful Report

(47) - Posted 8 years ago

Dear Ms Cittadini, Thank you for taking the time to leave feedback. I am pleased you enjoyed your stay with us. I have looked into your account and can see that you had reported an internet issue on 5th April which we attended to the following day and resolved. We usually have strong reliable signal in the apartment you stayed in however I have asked the team to investigate fully to ensure that any further issues are resolved immediately. Thanks again, Paul Baldwin, Operations Manager, Portland Brown

Posted 8 years ago

“I have stayed for almost 3 years in 3 different apartments serviced by Portland Brown. The apartments were all very nice and tidy, and the 24/7 service was excellent. The team at Portland Borwn was very friendly and always ready to help.”

Helpful Report

(467) - Posted 8 years ago

Dear Mathieu, Thank you for your feedback. I am pleased that you enjoyed your stay with us and look forward to welcoming you back in the near future! Kind Regards, Joana Sobral, Guest Relations Executive

Posted 8 years ago

“We stayed in three apartments, but most of the stay was 102 37 Cock Lane. Generally wife found the service personnel extremely willing and polite. The cleaning team was also very good. However, general maintenance was poor, the dishwasher virtually unusable, the sink leaked, the loo brushes broke, but instead of replacing they were 'Jerry' mended and broke again. The security system had to be dismantled in the middle of the night and the street door bell never worked and despite notification was never mended.”

Helpful Report

(41) - Posted 8 years ago

Dear Mr Bygott-Webb, Many thanks for your review. I am pleased that you found the team to be willing and polite. The issues you have stated are very concerning to me as this is absolutely not the service we pride ourselves on. I am going to look into the points you have raised and will email you directly once I have spoken to the team and investigated. Kind regards, Paul Baldwin, Operations Manager, Portland Brown

Posted 8 years ago

“The extra service and professionalism were definitely a big driver of the great experience I had during +2 years.”

Helpful Report

Posted 8 years ago

Dear Guillaume, Thank you for your great review! We are really pleased that you enjoyed your stay with us and I hope we are able to welcome you back in the near future. Warm Regards, Joana Sobral Guest Relations Executive

Posted 8 years ago

“Apartment is great, service was great. Quick response to emails. Just one thing: The heating can't be switched off, from time to time it was ridiculously hot in the apartment, we had to use the aircon at the same time (which is crazy).”

Helpful Report

(35) - Posted 8 years ago

Dear Sander, Thank you for taking the time to complete our guest satisfaction survey. First and foremost, I must sincerely apologise for the delay in getting back to you. We usually receive a notification when a new review is submitted. However, it did not seem to happen this time. I was glad to hear that you enjoyed your stay with us despite the heating issues. I am terribly sorry that we did not manage to rectify the underfloor heating, as expected. This seems to be due to the fact that it was more complex than we initially thought. I have reviewed this case and found out that when our Property Management team attended to the apartment they have isolated the bathroom underfloor heating and towel rail in order to reduce the room temperature. They did inspect the heating system and initially no issues were found. However, following your feedback we will now further investigate this to ensure it does not affect a future guest. We hope that we have the opportunity to welcome you back to Portland in the future! Kind Regards, Joana Sobral Guest Relations Executive

Posted 8 years ago

“I was very displeased at the level of accommodations and service. I was told I would be on 4th floor only to find I was relegated to the ground floor. There were homeless people begging every day and night of my two month stay. The tv and wifi were a mess, the heating rang like bells and the housekeeping woman screamed and yelled outside my door every morning at 7:30A. The ground floor apartment is not suitable for rent, it should be used as the room where the maids do their work in stead of taking over the lobby and screaming to each other.”

Helpful Report

(58) - Posted 8 years ago

Dear Mr Daley, Thank you for your review. We appreciate all feedback we receive as it enables us to continually review and improve our service. I can see that we replaced several bulbs during your stay and that you had an issue with the internet on two occasions which was addressed the following day each time. I am sorry that you did not enjoy your stay with us and would like to understand the other issues you have raised here in more detail so that we can ensure it does not happen again. I have emailed you using the address we have on the system to follow up on this response. I hope to hear from you soon. Kind regards, Paul Paul Baldwin Operations Manager Portland Brown

Posted 8 years ago

“Excellent accomidations and customer service staff were very responsive. The only negative I could state was that it sometime took many days to resolve what seemed like simple issues with lightbulbs and plumbing.”

Helpful Report

(363) - Posted 8 years ago

Dear Mr Marchant, I am pleased you enjoyed our apartment in Canary Wharf and that you found our customer service responsive. I can see that it took longer than usual to replace some bulbs during your stay and I apologise for this. I believe this may be due to sourcing these particular bulbs. We hope to welcome you back to Portland Brown in the near future. Paul Baldwin, Operations Manager, Portland Brown

Posted 8 years ago

“I've stayed at several Portland Brown locations in London, and most recently, have had to extend my stay for over a month. I would not hesitate to stay at any Portland Brown location. The apartments are very well kept and comfortable. Everything is clean, the appliances all work well, the beds comfortable, the bathrooms very nice with lots of space, and the locations very accessible, and convenient, and quiet. Most of all I am blown away by the professionalism and kindness of all the Property Management teams and all levels of staff -- the reservationists, the business development managers and executives, account support assistants, guest relations, and even the lovely ladies who come in weekly to tidy up. You just _know_ that if there is anything not right, they will have it sorted straight away. And although there's nothing that hasn't been exactly right in all my stays, it's great to know that it wouldn't be a hassle if something did happen. When I arranged my most recent stay, Laura Bell was the Account Support Assistant who coordinated my arrival. At some point I must have mentioned that I would likely be working long hours. When I arrived to the flat, Laura had arranged for a fruit basket, some quite lovely flowers, and very nice gifts for a relaxing soak in the tub. It meant more to me that I can say. Well above and beyond. Kudos to a really, really lovely team. Every one of them. To say I would highly recommend any Portland Brown location to anyone would be a tremendous understatement.”

Helpful Report

(47) - Posted 8 years ago

Dear Ms Hall, we are very pleased that you enjoyed your stay with us so much. We really appreciate you taking the time to leave us this feedback and hope to welcome you again in the not too distant future. Thanks again, Paul Baldwin, Operations Manager, Portland Brown

Posted 8 years ago

“Very pleasent stay in London, it is in a very comfortable location with all kind of services. I would strongly recommend it to any of my colleagues. Thank you very much”

Helpful Report

(168) - Posted 8 years ago

Dear Ms Alvarez, Thank you for taking the time to leave feedback for us. We are proud of the services we offer and are pleased that these have helped make your stay with us a pleasant one. Paul Baldwin, Operations Manager, Portland Brown

Posted 8 years ago

“Well equipped appartment in a very quiet area. Everything was with utmost satisfaction.”

Helpful Report

(50) - Posted 8 years ago

Dear Mr Koerner, 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. Thanks again, Paul Baldwin Operations Manager Portland Brown

Posted 8 years ago

“Very good, quick to deal with most problems. Although TV could use an upgrade - It's very slow and far too small to be that distance from the sofa. Would greatly improve the flat”

Helpful Report

(42) - Posted 8 years ago

Dear Mr Jonsson, Thank you for taking the time to leave us some feedback and I am pleased you enjoyed your stay with us. I will look into the TV issue you have raised and see if this is something we can consider improving for future guests into this apartment. Thanks again, Paul Baldwin Operations Manager Portland Brown

Posted 8 years ago

“Excellent Customer Service. Kudos to the entire team. Thank you”

Helpful Report

(198) - Posted 8 years ago

Dear Ms. Jyothi Muthappa, Thank you for your kind review. We are happy to see that you enjoyed your stay with us, and we look forward to welcoming you back in the future. Kind Regards, Kalen Viljoen Senior Guest Relations Assistant

Posted 8 years ago

“Thank you for the feedback form. The apartment was comfortable for our first stay of 42 days in London having recently relocated. Care was taken to provide with all the facilities but not up to mark for such a long stay. Housekeeping was just fair...it was like changing the sheets and towels and doing few dishes. House was not vacumed properly in spite of requesting for the same. Windows were never cleaned. Kitchen floor always was with patches from first day itself. Request made to change the faulty blinds was never completed in spite of few attempts made by the company. Many bulbs in the lamps were not working from first day itself. Cushions were not clean. I would request you to check each and every thing before a family moves in especially for such long stays.”

Helpful Report

(40) - Posted 8 years ago

Dear Mr Khemka, Thank you for completing our online review. I am pleased that you found the apartment comfortable, however I am sorry for the issues you faced during your stay. I have had a look into your account and can see the issue with the blind was not dealt with as quickly as we would usually have. As standard, we closely monitor response times to ensure any issues or queries from our guests are dealt with promptly. Having looked into this case in more detail, it would appear that due to the Christmas period, there was a longer than usual lead time in delivery. I can see that we did fit temporary black out blinds as a short term solution and these should have been offered to you when you first reported the problem. I am sorry that this was the case. Your comments regarding the housekeeping are concerning to me and this will be looked into and dealt with promptly. We expect our housekeepers to deliver a full and thorough clean every time and I am sorry if this was not the case during your stay with us. I can see that you reported a lightbulb out and that we recorded another lightbulb out during one of our visits, both of which were rectified. We will ensure that all light fittings are tested to check that there are no underlying issues that could cause a further nuisance to guests. We carry out inspections of all our apartments at the end of each guests stay with us as well as prior to a guest moving in. I will ensure that each item you have stated will be addressed in full. Once again, thank you for taking the time to leave us a review. If you would like to discuss this any further, please do not hesitate to contact me directly on email; paul.baldwin@portlandbrown.com or by calling me on 0330 0240 102. Kind Regards, Paul Baldwin Operations Manager Portland Brown

Posted 8 years ago

“My stay with Portland was great. The service was perfect; for every kind of question or problem, a quick solution was found. Your colleagues were always very helpful. The appartment was very nice and had a beautiful and practical interieur. Thanks a lot for offering me such a nice stay and I am already looking forward for my next stay in one of your appartments. Best, Andrea”

Helpful Report

(245) - Posted 8 years ago

Hi Andrea, thank you for completing our review form. I am pleased that you enjoyed your stay with us and look forward to welcoming you back in the near future! Paul Baldwin Operations Manager Portland Brown

Posted 8 years ago

“It was a very pleasant and comfortable stay. Great facilities, superb cleaning services every week and a extremely helpful and available customer service. One can easily rely and be dependent on them to take good care of you when you are away from home :) Thank you!”

Helpful Report

(89) - Posted 8 years ago

Hi Saurav, Thank you very much for taking the time to review Portland Brown. It's great to hear you enjoyed your stay with us. I hope we can welcome you back again soon! Kind Regards, Joana Sobral

Posted 8 years ago

“You could do better on servicing the client. To many unsolved problems in the apartment. For the cmonthly charges, the service is far away to be at the same level.”

Helpful Report

(91) - Posted 8 years ago

Dear Mr Sandu, Thank you for your feedback. I would like to sincerely apologise for your disappointment in the service provided. We pride ourselves on always doing our best and delivering excellent customer service and I am very sorry and very disappointed to hear that this may not have been the case on this occasion. I have had a look into the history of your stay with us and can see that you experienced mainly issues with the heating and water which I apologise for. It is important to me and to Portland Team that each guest enjoys their experience with us, but that clearly didn’t happen on this occasion. I would be very grateful if I could discuss your stay with us further. I would be grateful if you could let me know the most convenient way to contact you, alternatively if you would prefer to contact me my details are magda.kisielewicz@Portlandbrown.com and my contact number is +44(0)330 0240 102. Kind Regards, Magda Kisielewicz Chief Operations Manager

Posted 8 years ago

“The apartment was nice and located in a great location. Portland Brown was attentative to issues when they arose. However, there were a LOT of issues. For a short stay it was a bit much - hot water issues, dyer issues, freezer issues, dishwasher issues. While away from home on a 3 month assignment, this is the last thing you want to worry about. Upgrading to better appliances is recommended. Also, the shower area was a bit dangerous, consider installing a handle to get in and out of the tub. Its slippery and the distance to the floor is further then you think! Otherwise, the stay was good.”

Helpful Report

(90) - Posted 8 years ago

Dear Ms Cushing, Thank you very much for your constructive and honest feedback. I am extremely sorry to hear that your stay with us was not up to your satisfaction and you were distressed a couple of times for a few different reasons. I absolutely agree that you should not get bothered during your time with us with so many issues, and I do understand your disappointment. We always try our best to provide the highest level of service to all our Guests. As much as we want to have everything under control, sometimes this is realistically not possible. The lack of hot water in the building is the perfect example of that. I am afraid that these kind of issues must have an involvement of the building management and unfortunately not always can be rectified as quickly as we would like them to be. Once again, I am terribly sorry to hear that we missed the opportunity to create a positive experience for you this time. I am aware that this was your first stay with us and I truly hope that these incidents do not discourage you from choosing to stay with us again. Thank you for taking the time to let us know of your experience with Portland Brown. We look forward to welcoming you back again soon so we can offer the true Portland Brown experience. Kind Regards, Magda Kisielewicz Chief Operations Manager

Posted 8 years ago

“There were some issues with my apartment - there had obviously been a leak in the bathroom for some time as the floor was sodden and water ran over the tiles whenever I stood on them. Although a plumber was sent and the issue fixed after around a week, the issue had caused the hall floor/door to swell and warp over time. This meant that I couldn't shut the bathroom door, which was a little problematic when I had guests over. Please also attach a handle to the bedroom window blind so that short people like me can open and close them! It was a lovely touch to provide Halloween treats and an advent calendar. The cleaning was excellent and the service was fantastic. Oh - the building is *extremely* hot and the rooms do not have integrated a/c so I had to use a noisy unit or open the windows onto the (noisy) street. The elevated temperature was probably the most negative aspect of my stay as it made nights very uncomfortable (perhaps the option to use a lighter/summer duvet would help?).”

Helpful Report

(40) - Posted 8 years ago

Dear Ms Minihan, Thank you very much for providing your feedback. I would to like to sincerely apologise for the inconvenience caused by the leak and for a time taken to rectify this problem. We always try our very best to resolve any issues immediately however I am sorry that on this occasion you did not experience the high level of service we pride ourselves on here at Portland Brown. We use any feedback provided by our guests to make improvements to both our apartments and the service we provide to our guests so please be assured that I will follow up on this to understand what exactly went wrong and what we can do to improve our response times going forward. Thank you very much for your advice and feedback especially on the temperature of the apartment I will make sure that summer duvets are available to our guests and I will try to find less noisy portable aircon units. Despite all of that I am extremely happy to hear you enjoy our guest treats and appreciated the job our housekeeping team do. We look forward to welcoming you back again soon. Kind Regards, Magda Kisielewicz Chief Operations Manager

Posted 8 years ago

“The stay was perfect, your staff was amazing and always very helpful. My only issue is that I lost water for a week which made my stay more difficult. I understand that it was not your fault, but I believe the situation could have been handled better.”

Helpful Report

(92) - Posted 8 years ago

Hi Zack, Thank you for taking the time to complete our guest satisfaction survey. I was glad to hear that you enjoyed your stay despite the water disruption. We are very sorry we couldn't rectify this issue sooner. During this time, we have experienced a major water disruption in this area, which affected all the apartments in the complex. Once again, I am very sorry to hear that the service was not up to your standards. I would like to ensure you I will personally follow up on this to understand what exactly went wrong and how we can improve our service going forward. I really hope we get the opportunity to welcome you to a Portland apartment again to show you the highest of service we pride ourselves here. Kind Regards, Joana

Posted 8 years ago

“The apartment was clean, modern and came with everything I needed for my 7 week stay. The services that were offered were extremely convenient for me as I was working long hour and weekends (such as the dry cleaning service in particular). The staff was friendly and prompt with picking up and dropping off the dry cleaning. Me being the extremely busy and absent minded person I am, locked my keys in my apartment twice. Both times, they came right away to let me in. I can't thank the staff enough for their hospitality and kindness!”

Helpful Report

(48) - Posted 8 years ago

Hi Brian, Thank you for your great review. I am glad to hear you enjoyed your stay with us. We hope to welcome you back again in the future. Have a lovely weekend! Kind regards, Joana

Posted 8 years ago

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

Portland Brown Ltd Reviews