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

“It sounds like glass breaking every night. Because the hotel is in the neighbourhood. The amount of hot water in the shower is very limited. Insects came out. You shouldn't rent a place like that to someone because it makes people anxious every day.”

Helpful Report

Posted 1 year ago

Hi Hanami, I’m so sorry to hear about your experience. Can I ask, did you contact our Guest Relations Team about the problems? We always do everything we can to keep guests happy if we are aware of any issues. Please contact me at joana.sobral@portlandbrown.com to discuss this further. Kind regards, Joana Head of Guest Relations

Posted 1 year ago

“the apartments have nothing to do with the potos in the website, it's really amazing. The furniture qualities are very poor. Last day you need to leave the appartment before 10 a.m. and they do not offer an alternative for your luggage”

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(62) - Posted 5 years ago

“Issues took forever to resolve, and sometimes were not resolved at all. For example, some of the heating could not be turned off, which resulted in a discustingly hot apartment. The heat was only resolved when the brought an air conditioning unit some 2 weeks later. For a week, the wifi was not functioning properly. Every time I emailed them about the issue, they seemed like they didn’t believe me. Then, after a week, they said an error message that popped up on my Mac said that since I had an American laptop, the wifi was not functioning. These were both lies. My laptop was Purchased in the UK, and there was no error message. The apartment was beautiful and in a wonderful location, however there were lots of small damages when I checked in”

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(43) - Posted 5 years ago

Hi John, I have reviewed your reservation with Portland Brown and completely agree that the service you received was far from the high standard we strive for. I would very much like to discuss appropriate compensation with you, are you able to email me directly at francesca.shepherd@portlandbrown.com or give me a call on 0330 024 0101 at a time which is convenient for you? I look forward to hearing from you. Kind regards, Francesca Senior Brand Executive

Posted 5 years ago

“- Quality of furniture in apartment was very poor. - Concierge of building rejected mail from couriers on 4 separate occasions - they advised there was no record of our stay. - Missing essential items such as cooking utensils, iron and kettle took 3 calls to follow-up and arrived 4 days after check-in. We had no issue that items were missing, rather effort and time taken to request and receive. - Mistake made on check-out date. Received an email, no phone call stating we would be liable for costs to change locks as keys were not left in apartment. There was no response to my email advising you that the check out date you had was incorrect. We were not scheduled to check out until next day with a late check out organised.”

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(43) - Posted 6 years ago

Hello, Thank you for taking the time to leave feedback about your stay. I have reviewed your reservation and completely agree that the service you received was not up to our usual high standards. The items were noted as faulty prior to your apartment and removed, but our Dispatch team incorrectly pushed out the delivery of the replacements; causing confusion and delay. In respect of your check out there was further confusion with this due to incorrect information received from your booking team. I can only apologise as I agree your experience was unacceptable. I would be grateful if you could contact me directly so that we can discuss any appropriate compensation. Best wishes, Francesca Senior Brand Executive francesca.shepherd@portlandbrown.com

Posted 6 years ago

“The apartment was ok but very noisy. we received zillions of courtesy mails but as soon as something needed action there was nothing done.”

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(46) - Posted 7 years ago

Dear Fabian, I'm sorry to hear that you were not entirely happy with your stay. On notification of noise from the apartment above you, we informed the tenants and were under the impression this was resolved as a result, apologies if this was not the case. Looking at other requests made during your stay I can see that these were not always resolved as fast as I would like and expect of the team, this has been raised directly with them. Thank you for taking the time to feedback, I do hope we can welcome you back in the future and demonstrate our true service levels. Regards, Nikki Bolsover General Manager

Posted 7 years ago

“Initially Portland Brown was very responsive towards queries and quick to assist but I found that service became slower and poorer towards the middle and end of my stay. Issues were not dealt with satisfactorily and we had to repeatedly report the same things over and over. I was especially disappointed by the fact that nothing was done by Portland Brown following my report that a bag of my shopping had gone missing from my apartment and the only persons who had been there were Portland Brown representatives and housekeeping.”

Helpful Report

(189) - Posted 7 years ago

Dear Siviwe, Thank you very much for taking the time to offer your feedback. I am disappointed to hear that you feel our service declined during your stay with Portland Brown as we pride ourselves on looking after our guests. I believe you may have become frustrated at the time it took to repair your washing machine and for this I apologise. Occasionally we need to rely on external contractors to carry out works and it looks as though we were unable to secure an appointment with them in a timely manner and that they couldn’t resolve the issue on their first visit. I take it very seriously that you believe nothing was done about your missing items. All of our team members and external contractors need to have a full Criminal record check and I can see that a full investigation was carried out, in which we formally interviewed every member of staff who had entered your apartment; but we found no wrongdoing. However, I apologise that this was obviously not communicated to you so that you could clearly understand how seriously we were taking the matter. I would very much like the opportunity to discuss your feedback with you and I am available on 0330 024 0101 or Francesca.shepherd@portlandbrown.com. Best wishes, Francesca Shepherd

Posted 7 years ago

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

Helpful Report

(34) - Posted 7 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 7 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.”

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(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

“Property is in a building that is simply too hot. In addition, the external noise late at night and delinquent behavior of local residents isn't consistent with the usual 'Portland Brown experience'. And I have stayed at least 8 months with PB over the last 2 years and never had any real cause to complain. You should sell this particular apartment.”

Helpful Report

(32) - Posted 8 years ago

Hi Simon Thank you for your honest review. We're constantly reviewing our portfolio and your feedback helps us make our decisions so it will certainly be taken on board. I've added a note to your contact record and we'll do our best to allocate you your first choice next time you stay with us. If you'd like to discuss further, please don't hesitate to contact me on ben.atkins@portlandbrown.com. Kind regards Ben

Posted 8 years ago


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