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

“Great Costumer Service; however the apartment itself had some challenges. First of all it was extremly warm inside the apartment (even with the heat off) so i had to keep all windows open at all times to allow it to cool down. Being on the second floor i was subject to noise disturbance from my neighbour above even during odd hours which disrupted my sleep multiple times. Both apartment entrance and building entrance doors should have automatic door closer mechanism to avoid slamming and disturbing tenants.”

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Posted 1 month ago

Hi David, Thanks for taking the time to leave us a review! We’re sorry to hear about your challenges with the apartment temperature. This is an issue we’re up against in the property and are trying to work with our Landlord on how this can best be addressed. I hope that the air cooler provided at least gave some comfort during your stay with us. In respect of the noise, please always feel free to contact us and we'll do our best to contact any fellow guest regarding noise disturbance. Thank you for your suggestions regarding the door closers, we'll be sure to look into this. :) If there's anything further I can do, please don't hesitate to contact me at joana.sobral@portlandbrown.com. Joana Sobral Head of Guest Relations

Posted 1 month ago

“For the second time enjoyed a Short Time Assignment in London. The apartment (Wideghate Street 19-3) was sufficient for its purpose but the apartment occupied in 2017 (Lambs Passage) was better (and more expensive I think). Location is superior near Liverpool Street Station. Kitchen was disappointing, only 2 cooking hobs, warming up took very long. Smoke detector is located above the equipment and was triggered several times during normal cooking actions. Housekeeping service was excellent. It was very disappointing that on my last day as a result of a defect in the lock I could not leave my apartment and called the 24 hours emeregencvy line 4 times without result.”

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Posted 1 year ago

Hi Cornelis, Thank you for your review, we take all guest feedback very seriously and will be looking into the apartment issues you have outlined. I’m so sorry you couldn’t get through to us on the phone, it seems we had an issue with our call diversions which has now been rectified. I understand the team picked up your email & sent a member of the team to assist with the lock. We’re glad you liked the location and that housekeeping services were excellent. We hope you get the chance to stay with us again so we can provide a more positive experience and make up for the issues you experienced. Best wishes, Joana Head of Guest Relations

Posted 1 year ago

“It was a pleasant stay overall except for few things like TV remote not working Lamps not working Pedal dustbin broken Finding the apartment was really a painful task”

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(58) - Posted 3 years ago

“location; 24 hour service line; responses to some requests; space of the master bedroom and living room”

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(64) - Posted 4 years ago

Thank you for taking the time to complete our customer satisfaction survey. In reviewing your response, I noticed areas where you rated us below what I consider to be acceptable. If you have a moment and are willing to share any specifics on these items it would greatly increase my ability to better assess and attempt to remedy these concerns. I’m hoping that you’ll visit us again. If you’d like, you can reach me at the phone number listed below. Kind Regards, Joana Sobral Head of Guest Relations

Posted 4 years ago

“Good service from Portland but the apartment had many issues.”

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(99) - Posted 4 years ago

Dear Cesar, Thank you for your feedback. We are pleased to hear that we were able to fulfill your expectations with regards to the service. However, we are sorry you faced some minor issues whilst in-house. I hope this experience will not deter you from visiting us again and please do not hesitate to contact me directly if you would like to discuss this further. Warm Regards, Joana Sobral Senior Guest Relations Executive

Posted 4 years ago

“Portland Brown in general is very quick in responding to enquries, and fixing the issues with the serviced apartment. They are also proactive in managing the stay of the customers. However, the management of Discovery Dock itself isn't that great. The bin area is full of flies, and isn't hygienic at all. The swimming pool was not working for 2.5 weeks during our 6 weeks stay in the summer time. The apartment itself was cleaned and well maintained. However it was right next to the construction site, and the double glazed glass windows didn't really help with the sound proofing. Can hear the construction and the DLR running. Did ask whether the noise would be an issue prior to booking, and was assured that wasn't too be the case. So a bit disappointed on that. Checked in was very straight forward and helpful, as a staff of Portland Brown was around showing us here and there in the flat. Checked out was also very convenient.”

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(45) - Posted 4 years ago

Hi Joan, Thank you very much for taking the time to give us your valuable feedback. I'm pleased to hear that we were able to fulfill your expectations with regards to the service. However, I'm equally disappointed that you weren't entirely happy with your stay with us. All of the points that you have raised will be reviewed immediately and I wish you had alerted us whilst in house so that we could have rectified the situation for you. Also, I have added a note to your contact record and we will do our best to allocate you a quieter apartment next time you are in town. Thank you once again for your feedback. On behalf of myself and my team, we look forward to seeing you soon. Kind Regards, Joana Sobral Senior Guest Relations Executive

Posted 4 years ago

“Great location, and good cleaning services and customer support”

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(61) - Posted 4 years ago

Hi Jean, I appreciate you taking the time to complete our customer satisfaction survey for Portland Brown. In reviewing your response I noticed areas where you rated us below what I consider to be acceptable. If you have a moment and are willing to share any specifics on these items it would greatly increase my ability to better assess and attempt to remedy these concerns. I’m hoping that you’ll visit us again. If you’d like, you can reach me at the phone number listed below. It would be a pleasure to personally discuss with you any specifics and / or suggestions you’ d like to offer. Kind Regards, Joana Sobral Senior Guest Relations Executive +44 (0) 330 0240 102

Posted 4 years ago

“Good location”

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(59) - Posted 4 years ago

I appreciate you taking the time to complete our customer satisfaction survey for Portland Brown. In reviewing your response I noticed areas where you rated us below what I consider to be acceptable. If you have a moment and are willing to share any specifics on these items it would greatly increase my ability to better assess and attempt to remedy these concerns. I’m hoping that you’ll visit us again. If you’d like, you can reach me at the phone number listed below. It would be a pleasure to personally discuss with you any specifics and / or suggestions you’ d like to offer. Kind Regards, Joana Sobral Senior Guest Relations Executive

Posted 4 years ago

“location of accomadtion”

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(35) - Posted 5 years ago

“It immediately cater to my questions and request which was good.”

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(54) - Posted 5 years ago

“I had a very different experience during my stay. First of all, I would like to say that Portland Brown has a very good sales and support teams. They were very responsive and tried to solve every problem that i had. The location of the apartment was super and the facilities were ok. However, I had to check-out earlier than my plan as a result of two problems. Unfortunately a new employee opened a wrong request and someone from the agency entered my apartment without my permission during weekend. I had a similar case one more time. Although Portland Brown apologized and took required actions, I could not feel secure enough. I am sure that these problems will be solved.”

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(36) - Posted 6 years ago

Hi, Thank you for your feedback. I am glad to hear you were pleased with the overall service provided by our teams as well as with the condition and location of the apartment. With regards to the access-related incident mentioned above, your feedback has been taken very seriously. This particular incident was definitely not in line with the service standard we aim to provide here at Portland, and as such further steps have been taken and new processes put in place to ensure this won't happen again. I understand that the situation may have made you feel some concern regarding the security of your apartment and would like to assure you that every member of staff undergoes a background check before employment with Portland. We also keep all keys stored in a high security fingerprint recognition facility which tracks the whereabouts of all keys and which staff have accessed them. Once again, please accept our apologies for these experiences and the discomfort they may have caused. We do appreciate you taking the time to provide your feedback and for allowing us to improve our service. Kind regards, Francesca Shepherd Senior Brand Executive

Posted 6 years ago

“Good communication for access to apartment.”

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(39) - Posted 6 years ago

“responsive when I was still staying in there. adequate staffing.”

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(182) - Posted 6 years ago

“We had a good stay thank you. The couple of issues we did have (hot water, drainage problems, washing machine) were fixed relatively quickly. Thanks for a nice stay”

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(35) - Posted 6 years ago

Hi Gemma, Thank you so much for taking the time to provide feedback. I'm happy to see that on the whole you were happy with your stay with Portland Brown. I'm really sorry that you faced some minor issues during your time with us and I hope they didn't impact on your comfort too much. Thank you for your patience whilst we worked on getting them resolved! Kind regards, Francesca Senior Brand Executive

Posted 6 years ago

“The apartment was very good and service like cleaning, inflatable bed etc were excelent. wever, it is not acceptable that the lift has not been repaired for several weeks. Especially as I got to know that there wasen#t even a service contract in place for this lift. I think one can expect that a company like Portland Brown ensures that there are service contratcs in place.”

Helpful Report

(100) - Posted 6 years ago

Dear Eva, Thank you very much for your feedback and your kind words about your apartment and our Housekeeping Team. In regards to the lift being out of service in the building, I have been aware of this for some time and extend my apologies that it was not remedied in a more timely manner. We manage many relationships in each building we operate in and unfortunately sometimes we have little control over who services different aspects of the facilities, as this is the responsibility of the Building Managers. Saying that, we always strive to get things fixed quickly if we can, even if that means diving in and sorting the details out later. However, in this case that wasn’t possible due to the Building Managers going through the process of appointing a new company who had the necessary parts on order. We are really disappointed that the issue is still not resolved and are applying pressure to ensure the latest promised deadline of Monday is met. I hope the issues with the lift towards the end of your stay didn’t take away from your time in London. Best wishes, Francesca Shepherd

Posted 6 years ago

“Bathroom extractor fan is not effective Boiler noise in bedroom hampers sleep Sofa to be changed to a better material Service excellent House keeping excellent”

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(91) - Posted 6 years ago

Dear Vishal, Thank you very much for taking the time to provide feedback. We’re especially pleased to see that you were impressed by our service and our Housekeeping; I will make sure the relevant Teams are informed! I can see that although we were able to replace the extractor fan and improve the noise of the boiler during your stay; this was not as fast as we would like it to be as unfortunately this was out of our control due to the specific nature of the parts. In regards to the sofa, we hope that the blankets and cushions we provided went some way to improve the feel, I’m sorry if this wasn’t the case, as our guests’ comfort is of great importance to us. Thank you once again and if you would like to discuss any of these points further please do not hesitate to get in touch. Best wishes, Francesca Shepherd

Posted 6 years ago

“location wise, it's convenient for work and close to super markets. Arrangement for house keeping provided comfortable for living. The area to improve, 1. heating system and hot water capacity, it always runs out hot water for bathroom. 2. no lift for floor 6 & 7, bring suit cases and heavily deliveries are always challenges 3. air conditioner is noisy and it had to be turned off for sleep 4. some of built-in equipment seems to old, but it's OK for normal usage,”

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(239) - Posted 7 years ago

Dear Takako, Thank you very much for taking the time to give feedback. I’m glad to hear that on the whole you enjoyed your stay and the location of the apartment. Your points on improvement are invaluable to us. 1. Hot water: I understand that after experiencing issues with the boiler and subsequent lack of hot water we moved you to another apartment 2. The facilities in the building should have been made clear to you beforehand, apologies for this. If you had notified us we would have been on hand to help with any heavy items! 3. I wish you had alerted us to the noisy air conditioning unit whilst in house so that we could have investigated and possibly had it serviced 4. All of the appliances in the apartments are Siemens and of a high standard but as always we appreciate your feedback and hope it did not affect your stay too significantly Thank you once again for your invaluable feedback. Kind Regards, Francesca Shepherd

Posted 7 years ago

“Quick responses”

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(360) - Posted 7 years ago

Dear Patrick, I appreciate you taking the time to complete a survey regarding your recent stay with us. In reviewing your response I have noticed areas where you rated us below what I consider to be acceptable. If you have a moment and are willing to share any specifics on these items it would greatly increase my ability to better assess and attempt to remedy these concerns. If you would like, you can reach me at the phone number listed below or drop me a line. It would be a pleasure to personally discuss with you any specifics and / or suggestions you would like to offer. Kind Regards, Joana Sobral Guest Relations Executive Tel: +44(0)330 0240 102 Email: joana.sobral@portlandbrown.com

Posted 7 years ago

“Included minimum facilities and requirements for everyday living”

Helpful Report

(51) - Posted 7 years ago

Hi Takeshi, Thank you for your review. We are happy your stay was enjoyable and we all hope that we will see you again sometime in the near future. Kind Regards, Joana Sobral Guest Relations Executive

Posted 7 years ago

“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 7 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 7 years ago


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