Name: Portland Brown Ltd
Address: 22 Stokes Croft, Bristol
Rating: 4.53

“good experience in a great location”

(46) - Posted 9 years ago

Hi Vincent, thank you for leaving your review. I'm happy to hear you enjoyed your stay with us, and glad you enjoyed the location. We hope to see you with us again soon. Kind regards, Andrew Guest Relations

Posted 9 years ago

“i really enjoy my stay in portland brown though there is a little minor problems with the apartment. That's still acceptable. I would suggest the company can respond quickly to clients and also the housekeeping service can be more frequent.”

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(40) - Posted 9 years ago

Hi Bonnie, thank you for leaving your review. I'm happy to hear you enjoyed your stay with us, and thank for providing feedback about about our services and housekeeping visits. We hope to see you stay with us again soon. Kind regards, Andrew Guest Relations

Posted 9 years ago

“Apartment was convenient and well appointed. Cleaning was efficient and well executed. Had several issues with a water leak during my stay, but this was handled promptly.”

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(33) - Posted 9 years ago

Hi David Thanks for your feedback and for the positive comment about our cleaning service. Our apologies that you had an issue with a leak during your stay but I'm glad to hear that it was sorted quickly. We hope to welcome you back again soon. Kind regards Ben

Posted 9 years ago

“The location of the apartment is really a big plus. The service team is quite responsive as well. The weekly clean-up service was also efficient and well done. The only thing I would point out is regarding the start of my stay. Being an expat, I was not really familiar with the way the equipments work in the apartment, so I had to figure out quite a few things by myself. So, a little more thought to the orientation aspect would help. Overall, had a good stay! Thanks!”

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(187) - Posted 9 years ago

Hi Mridula, Thanks for taking the time to complete the review. I'm happy to hear you enjoyed your stay. Regarding your suggestion around orientation, we aim to make our guests as comfortable as possible with their new apartment during the show around at the beginning of their stay. I am sorry if there were some difficulties after this, we would have been more than happy to meet you again for another induction. We also place welcome folders in the apartments with instructions for all the appliances. I would love the opportunity to welcome you to a Portland Apartment again! Kind regards, Martin, 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.”

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(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)”

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(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!”

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(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

“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”

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(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”

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(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

“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.”

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(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)”

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(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

“overall very nice and compfortable”

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(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”

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(72 Nights Stay) - Posted 10 years ago

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

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Posted 10 years ago

“The check in process was quick and hassle free. The apartment was clean. It provided a comfortable environment through out my 2 weeks in London.”

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Posted 10 years ago

“Very good location and generally very clean apartment. Modern and new furniture, very nice staying and good service from Portland Brown. Many thanks.”

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Posted 10 years ago

“NIce appart! Good service!”

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Posted 10 years ago

“The apartment was very tidy and cosy and close to shops,etc. The apartment was too hot, even thought the heating was turned off.”

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Posted 11 years ago

“Good arrangements with relativelly new kitchen devices.”

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Posted 11 years ago

“The apartment was conveniently located, close to transport and shops. Comfortable stay with everything provided. Wifi was excellent and the service from Portland Brown fantastic”

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Posted 11 years ago

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

Portland Brown Ltd Reviews