Please Browse our FAQS below
Q: What are the benefits of staying in our apartments?A:
Our apartments have lots of advantages over alternatives like hotel rooms. They’re bigger, they offer better value for longer stays and they feel more like home. You can cook your own food, do your own laundry and live like you would at home, helping you to settle in and feel comfortable in a new city. Most of our apartments are also in residential areas, giving them a natural, everyday feel.
Q: What sets you apart?A:
When you stay with us, you get much more than just an apartment. You get a friendly, supportive team who are available 24/7 to make sure your stay is going smoothly. Our approach to service and willingness to go above and beyond is what sets us apart from other providers.
There are many corporate accommodation providers. There is only one Portland Brown.
Q: I sent you an enquiry. How long will it take you to get back to me?A:
We aim to respond to all enquiries within one hour (but it might take longer if you’re enquiring outside of office hours or from another time zone!)
Q: Where are your apartments?A:
The short answer: just about everywhere! We’ve got over 450 apartments in central London alone. Global by Portland Brown can also offer accommodation in major cities from San Francisco to Singapore, as well as smaller regional destinations.
Q: What’s included?A:
Our central London apartments are fully furnished and equipped with everything you need to make the most of your stay. That includes high-speed broadband, a flat-screen TV with Freeview, a fully equipped kitchen (including cooking utensils, crockery and cutlery) and a washing machine.
If you require anything specific please contact our Guest Relations team on 0330 0240 102 for requests and we will try to arrange this.
Some of our Global apartments may differ, in which case your account manager will provide you with details of what’s included before you book.
Q: Do you provide a starter package?A:
Yes. On arrival every apartment will have a selection of tea, coffee and a fresh carton of milk in the fridge, as well as a mini starter cleaning kit (typically located under the sink).
Our Deluxe, Prime and Superior guests also benefit from an additional welcome box filled with a selection of delicious healthy snacks to enjoy.
Q: How often are the apartments serviced?A:
We clean our apartments every week and carry out thorough cleaning and maintenance checks at the beginning and end of each stay.
If your apartment needs maintenance during your stay, our in-house property maintenance team are on hand to quickly take care of this. We’ll do everything we can to make sure it doesn’t affect your stay.
Q: Do you provide towels and linen?A:
All of our apartments include towels and linen. We’ll change these every week when we clean your apartment.
Q: How do you make sure that the apartments are secure?A:
We understand how important safety is when you’re a long way from home and we have a variety of ways of keeping you safe during your stay.
To make sure you arrive safely, we can welcome you to your apartment at any time of the day or night. We can provide a safe in your apartment too if you need one.
To protect our keys, we use a biometric tracking system. Our keys are kept in fingerprint-locked storage facilities. When we take them out, this is logged so we know the whereabouts of all keys at all times.
Q: Do you provide car parking?A:
Some of our apartments offer parking facilities. Our account management team will be able to provide information about this at the booking stage.
Where we are not able to offer parking, we may be able to provide information about parking in the local area. Get in touch for any enquiries.
Q: Can I stay in your apartments with my family?A:
Yes, our apartments come in a variety of shapes and sizes and are perfect for both individuals and families. If you need cots or highchairs, we can also provide these on request.
Q: Can I have guests in my apartment?A:
We understand that you might want friends or family over during your stay. Please let us know in advance and we’ll do all we can to accommodate.
Q: Can you help with airport transfers?A:
Yes, we can arrange airport transfers on request and, for stays over 28 nights, we’ll offer this for free. Contact your account manager to find out more.
Q: How do I get access to my apartment and will I be met on arrival?A:
We offer a full meet-and-greet service, where one of our team will welcome you at the apartment. They’ll give you your keys, show you how everything works and give you any information you might need about the local area. If you’d rather check in yourself, this is possible in some of our locations. We’ll let you know at the time of booking.
Q: Can I extend my stay?A:
We try to be as accommodating as possible with booking extensions but the more notice you give us, the more we’ll be to help.
Where possible, we’ll try to keep you in the same apartment. Otherwise, we’ll do our best to find you a similar apartment which is nearby. We’ll also move your belongings for you.
Q: How do I check out?A:
We have an easy self-checkout process. We’ll get in touch with you 7-10 days before you arrive to confirm all departure details and, if you need any further information during your stay, just get in touch and we’ll be happy to help.
Q: What if I need an earlier check-in or a later check-out?A:
Get in touch with our reservations team and we’ll do our best to accommodate this. If you need to cancel your booking, we will need 14 days’ notice though.
Q: How can I get in touch with Portland during my stay?A:
You can call our guest relations team on +44 (0) 330 0240 102. They’re available 24/7/365 and are always happy to help!
Q: Will I hear from you after I’ve checked in?A:
We’ll keep in regular contact with you to make sure everything is going smoothly throughout your stay. Otherwise, we’re only a phone call away so please let us know if there is anything more we can do to help – nothing is too small!
Typically we’ll reach out every 2 weeks but if you’d prefer something more (or less!) please let us know.
Q: I’ve lost my keys, what do I do?A:
If you’ve lost your keys, please contact us immediately so we can help. Unfortunately, to protect the safety of our guests, if you can’t find your keys, we may need to change the locks, which is chargeable.
Q: Do I have to pay a deposit?A:
We don’t normally ask for a deposit, but we will need payment 14 days before you arrive unless you have an existing credit arrangement with us. Damage to our apartments may also result in additional charges.
Q: How do I pay?A:
We operate a centralised invoicing system and, for Global bookings, we can accept payment in British Pounds, Euros, US Dollars and Swiss Francs. Get in touch with your account manager for more information on how to make a payment.
Q: What taxes will I need to pay?A:
When you book in the UK, all of our prices will be exclusive of VAT. Our Global bookings are covered by TOMS, which means they will be inclusive of tax.
Q: Do I need to pay an extra cleaning fee during my stay?A:
Weekly cleaning is included in the price of your apartment. If we need to do some extra deep cleaning when you leave the apartment, we may have to charge for this though.
Q: Find out moreA:
If you need more information, get in touch with us by e-mail or telephone. We’d be happy to hear from you! You can contact us from this page.