Portland Brown Ltd Reviews

Name: Portland Brown Ltd
Address: 22 Stokes Croft, Bristol
Rating: 4.50

4.5 Rating 464 Reviews

91 %

of reviewers recommend Portland Brown Ltd

Company Reviews

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4.5

Based on 464 reviews


Customer Service
Communication Channels	Telephone, Email

Visit Website

Phone:

0330 0240 101

Email:

enquiries@portlandbrown.com

Location:

22 Stokes Croft
Bristol
BS1 3PR

Portland Brown Ltd 5 star review on 31st January 2018

Helene Veny

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“My check in was bad; checkout was a disaster! I was supposed to check-in on Sunday, they called me during the day on Friday couldn't reach me and emailed me to call a number on Sunday 1-2 hours before arrival. I replied back on Sunday and told that I will be there at 14:00. On Sunday just to be sure I called the number; they told me check-in starts after 15; I said OK. 5 min later somebody else called me and told me that she will meet me at 14! I told her the conversation I had 5 min before, she said she didn't know about that, and she can meet me at 14:00. For check out: I was supposed to check out on Saturday, my company sent an email on Friday after 18:00 and asked for an extension. Because reservation team didn't work between Friday 18:00-and Monday 09:00 I was asked to vacate the apartment on Sunday morning 7:00 latest. My company called and asked for another apartment that is available but since reservation team starts working on Monday morning, on Saturday I was told to wait till Monday morning and find a hotel for the duration?!?!?!?! I really cannot understand how you are in service industry and main service is not working on the weekend and none of the staff can be reached out to check for an available apartment. I had nowhere to go, I had to pack everything and find a place in few hours! I can say that because of your poor customer service I am not planning to stay in any of your apartments in the near future.”

Helpful Report

Posted 1 year ago

Hi Aysegul, Firstly, I would like to sincerely apologise for the service you received during your check-in and check-out experience. This is not how we normally operate and I would really appreciate it if I could talk to you about this in more detail. I will try to contact you to today and my personal email is joana.sobral@portlandbrown.com if you would like to get in touch. Again, I apologise and hope we get to provide you with a better experience in the future. Best wishes, Joana Head of Guest Relations

Posted 1 year ago

“A number of unexpected attendances at the flat, unauthorised entry, no window cleaning in around 8 months and poor complaint handling. There was a consistent failure to acknowledge any inappropriate conduct on the part of PB employees and apologies were passive agressive and false.”

Helpful Report

(252) - Posted 4 years ago

Dear Jude, Thank you for taking the time to raise your concerns about your stay with Portland Brown. It is regretful to hear that we missed the opportunity to create a positive experience for you this time. As we have discussed separately, I was disappointed that you felt you needed to write this review in order to have your issues addressed. Once again, thank you for your constructive feedback and I do hope we can rectify this for you in the future, should you give us the opportunity. Warm Regards, Joana Sobral Senior Guest Relations Executive

Posted 4 years ago

“Small overpriced apartment. Got constantly disturbed by the staff. Out of 1.5 months, they had to come in my apartment several times, and gave me less than 24h notice with no chance to say no or to get a proper answer in time. When the cleaners came to the apartment, they let half drunk cans, and lights switched on. Lift broke several times. Yes it’s nice to have a welcome pack but everybody does it.”

Helpful Report

(53) - Posted 5 years ago

“I booked an department for 9 nights and specified a quiet place, not on a main street as I am very sensitive to noise. i was booked in to one place near Aldgate that I was assured was quiet but a week before I was due to arrive , I received an e-mail saying there were technical issue with a water heater so was " upgraded" to an apartment on Pepys street. This "upgraded" apartment turned out to be on the 1st floor and 25 metres from the train station and platform so train noise and passengers looking right into the room. I was moved the next day to an even worse apartment at " the Minories" which was not sound proofed, over 2 pubs and on a busy main street. I efused to stay there and although I was told there was no other availability, eventually when I asked to speak to a supervisor, someone did find me an apartment which was fine - but I could only stay 2 nights, so they moved me again to what I was told was very quiet. Here I am in an apartment overlooking a busy street and with heavy traffic noise from Holburn road which is very nearby and unable to sleep. I still have 5 more nights on this booking which have been paid for in advance , I sincerely hope Portland Brown will honour the original booking request and move me ( for the 3rd time) to the accommodation I had requested. The website information is inaccurate - the lovely descriptions of the apartment. locations are totally misleading, the photographs are not representative of most of the apartments and the facilities listed are not correct e.g air conditioning listed , which is certainly not in any of the apartments I have recently been in.”

Helpful Report

Posted 7 years ago

Dear Stefanie, Thank you for taking the time to raise your concerns about your stay with Portland Brown. As we have discussed separately, I was disappointed that you felt you needed to write this review in order to have your issues addressed. I feel that we have been able to find a solution that you are happy with and I hope that you enjoy the remainder of your stay with Portland Brown. Best wishes, Francesca Shepherd

Posted 7 years ago

“I had moths in my apartment, then mice. For mice, I noticed the customer service, and they could not solve the issue at all. The Relish internet connection was very poor, every week I did not have internet for at least 3 hours. When I called the portland brown, you only said nothing to do except waiting. Nothing was good except the location of the apartment.”

Helpful Report

(123) - Posted 7 years ago

Dear Onurcan, Thank you for your feedback. I have investigated and can see that pest control were called and attended immediately the following day and continued to do so, unfortunately this does sometimes take a number of treatments. In addition, I am aware of a fault with your dishwasher, whereby a dishwashing service was offered, however the machine took two weeks to replace entirely. You also note your internet going down, again we apologise, unfortunately when relying on external contractors it does make our job slightly trickier, but we endeavour for this not to affect you, our clients. I apologise as clearly this was not the case and has affected your stay. I do hope we can rectify this for you in the future, should you give us the opportunity. Regards, Nikki Bolsover General Manager

Posted 7 years ago

“nearly missed my flight you wrecked all your good work at the end”

Helpful Report

(34) - Posted 7 years ago

Dear Justin, Thank you for taking the time to leave feedback. I am glad that you were able to catch your flight but would like to apologise for the stressful situation we put you in. We need to hold our hands up here and admit that a team member made an error and didn’t dispatch the task to collect your luggage from your apartment on time for your taxi collection. Once we had realised our mistake our only option was to send this in a separate car directly to the airport in order to allow you to catch your flight on time. It is always our aim to make things as hassle free and easy as possible for our guests and on this occasion we have really let you down and I sincerely apologise. Kind regards, Francesca Shepherd

Posted 7 years ago

Portland Brown Ltd is rated 4.5 based on 464 reviews