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

“Leaving impression decidedly guides my thoughts on my overall dissatisfaction with the company. Note my email below. Ivette- Unfortunately that is incorrect. The items were definitely left in the flat. I will ask you to be thorough in your inquiry. The items were inadvertently left behind in the bathroom cabinet and I would expect that your cleaning service and your office staff to act with integrity and return the items or clearly state what they did with them. While these items are considered toiletries, it also included my allergy pills and other medication that I will undoubtedly have to replace via my US doctor and pharmacy as they are not available in the U.K. While you are not responsible for items left behind, you are expected to act with professionalism and integrity. This is disappointing as I would expect more from the Portland Brown brand. Jessica please note my dissatisfaction and recommendation to not use this service going forward. Sincerely, Bisi Daniels”

Helpful Report

(40) - Posted 8 years ago

Dear Ms Daniels, Thank you for taking the time to provide feedback on your stay with Portland Brown. I am disappointed to hear that since checking out you have not been left with a good impression of the company. As you will be aware, a full investigation was carried out by our Chief Operations Manager in respect of your lost property items, unfortunately the only item found on departure was a bottle of cough medicine. We have as discussed offered to replace your medication in order to make up for any inconvenience caused, as we don’t like to hear of anyone leaving us unhappy. If you would like to discuss the matter further please do not hesitate to contact me on 0330 024 0101 or Francesca.shepherd@portlandbrown.com. Kind regards, Francesca Shepherd

Posted 8 years ago

“The flat was in good conditions. Cleaning services were good as well. Location was really convinient, front door with a DLR station and close to Canary Wharf. My main problem was with the wifi connection. Not suitable if you need to work from the flat. It worked really poorly and after complaining a lot they provided me an EE mobile broadband. However, it run out of charge 3 times and it took some time (a day in one of the times) for the service to be reactivated. Not all the staff answer the same way about the requests and part of them seem not willing to help. Regarding this internet issue, one of the team members told me he could do nothing and that I would have to wait at least 24 hours, despite of the fact that wifi connection is included in the rent fees.”

Helpful Report

(43) - Posted 8 years ago

Dear Juliana, Thank you very much for taking the time to offer such valuable feedback. I am pleased to read that on the whole you were happy with the apartment, its location and your stay in general. However, I am disappointed that you found our service to be inconsistent regarding the internet connection in your apartment. Although sometimes issues like this are unavoidable it is how we deal with them as a team that counts and I feel we have let you down with this. We class any internet issues as extremely important and you should not have been left without a connection for more than a day or have been made to feel like we didn’t take it seriously. I can only apologise to you and would like to thank you again for raising these points as you have highlighted areas for improvement within the team. If you would like to discuss any of this further please contact me directly via email or on 0330 024 0101. Best wishes, Francesca Shepherd francesca.shepherd@portlandbrown.com

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

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

Helpful Report

(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

“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

“Overall the experience was fine and the apartment was lovely, however Portland visited the apartment far too many times for client viewings, landlord viewings etc. with little to no notice. They also turned up unannounced. When I requested housekeeping come on a different day, they always turned up on the wrong day, even when they advised that they wouldn't. I also received constant emails asking if everything was ok, which was irritating. If I had an issue, I would contact them, I don't need to be asked every few days if everything is ok.”

Helpful Report

(366) - Posted 8 years ago

Hi Lauren, Thank you for your feedback. I am sorry that you experienced issues when requesting your cleans on different days. I will be addressing this with our housekeeping team to ensure that this does not happen again. I can see that we did access your apartment for some routine maintenance such as electrical appliance testing. These are required to ensure everything is working as it should however I appreciate that it can be disruptive. From looking into your account, I can see that we requested access when we did attend. We try to give our guests a minimum of 24 hours notice if we need to attend for any reason. I am sorry if this was not the case on every occasion, I will be addressing this with all teams as well. We send out courtesy emails to ensure our guests are as comfortable as possible, I apologise if you found these irritating. We are able to stop sending these if guests require us to. I am pleased that you liked the apartment. Paul Baldwin, Operations Manager, Portland Brown

Posted 8 years ago

“The apartment location was great and the staff fantastic in making us feel welcome. The challenge was that we had a broken drain in one of the bathrooms that in the 2 months we stayed there, was never repaired. There were 3 or 4 attempts to do so, but the problem remained. That apartment should not be rented out again until the root cause of the problem is found and addressed. It is unhealthy, particularly for children.”

Helpful Report

(61) - Posted 8 years ago

Hi Chris, Thank you for your feedback. I am pleased you enjoyed your stay. I have looked into the issue you raised regarding the drains. We do have a record of you reporting this on three occasions and we responded to clear the drains each time although no blockage was found, we did use drain unblocker to make sure the water was running freely. We hope to welcome you back to Portland Brown in the near future! Kind regards, Paul Baldwin, Operations Manager, Portland Brown

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 9 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 9 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.”

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(91) - Posted 9 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 9 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 9 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 9 years ago

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Portland Brown Ltd Reviews