Your stay | Portland Brown
Serviced apartment Guest Experience Oxford Street

The Guest Story

We’re at our happiest when we’re going above and beyond to delight our guests. 

Here’s Frankie’s story

Portland Brown Newsons Yard 59 Apt 4 Lifestyle Shot 2

Our Guest Experience

We understand when staying in one of our apartments, you're often far from home, so whether it's offering advice on your local area, or getting a special request delivered to your apartment, our 24/7 Guest Relations Team is always on hand to help.

Planning to stay with us? Take a look at our guest journey below to understand how our team look after you every step of the way.

The Guest Journey

Pre-arrival call

Before you arrive, we give you a call to firm up your arrival time, make sure you know all your check-in details & of course, if you have any special requests, just let us know.

Self-check-in or meet & greet

We’ll arrange key access for when you arrive, or a member of our team will meet you there to show you around your new home.

Post-arrival catch-up

We don’t just leave it there; we’ll contact you a few days later to check you’re all settled in & if there’s anything more we can do.


In London we offer weekly housekeeping as part of your booking. For anywhere outside London frequency of cleans and charges can vary. We’ll let you know all about housekeeping in your pre-arrival call.

24/7 Guest Relations

If you need any advice or have any maintenance requests, our team are always on hand to help.

Pre-departure email

7 days prior to check-out we’ll send you an email with your departure date & other useful info e.g. where to leave your keys.

What's included in your apartment?

Working, relaxing, and living. Our apartments have everything you need to feel at home during your stay.

Bills Included

Bills Included



Hair Dryer

Hair Dryer

Iron & Ironing Board

Iron & Ironing Board







Laundry Facilities

Laundry Facilities

Fresh Towels & Bedding

Fresh Towels & Bedding

Guest FAQs

Unfortunately we cannot store your luggage, however, we do recommend Luggage Hero who have locations world-wide where you can conveniently store your bags. 

Some of our properties have a 24-hour reception, however our Guest Relations Team is always on hand 24/7 to help you. 

+44 (0) 330 0240 102

[email protected]

Please check the specific apartment page on our website for full property amenities.

Some of our apartments are pet-friendly. Please let us know at the enquiry stage if you are planning to stay with a pet and we can send you pet-friendly apartment options. 

Please note, pet deposit & pet cleaning fees may apply. 

The majority of our apartments come with a cafetiere. Please let us know in your pre-arrival call if you would like to put in a special request for a cafetiere or coffee machine and we will do our very best to accommodate you. 

For some of our London properties we can arrange a meet and greet service where a member of the Portland Brown Team can help with your luggage. Elsewhere, we can see if this can be arranged but this cannot be guaranteed. Please let us know if you need a meet greet during your pre-arrival call and we will see if we can get this arranged. 

We can sometimes share video links to your exact apartment, please contact your Account Manager or Booking Agent for details.

For corporate bookings you may not be allocated your exact apartment until closer to arrival, so we will not be able to provide a video link at the booking stage.

🇬🇧 When you book in the UK, all of our prices will be exclusive of VAT. In the UK VAT is 20% for the first 28 nights and then reduces to 4% for the rest of the stay.  

🌎For anywhere outside the UK, bookings are covered by TOMS, which means they will be inclusive of tax. City or Tourism Tax may apply in some locations and we will advise of this in your booking quote.


You will be sent an invoice via our centralised invoicing system and we can accept payment in British Pounds, Euros, US Dollars and Swiss Francs. If you would like to discuss credit terms with us please contact your Account Manager.


We accept payment in British Pounds. You will be sent a payment link or you can pay via bank transfer.

If you have any questions about making payments please contact your Account Manager or Booking Agent.

Corporate bookings

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.

Individual bookings

We take a £1000 deposit which is refunded in full after you leave assuming there is no damage to the apartment. For our cancellation policy please read our terms and conditions provided by your booking agent.

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.

+44 (0) 330 0240 102

[email protected]

You can contact our guest relations team 24/7 who are always happy to help!

☎ +44 (0) 330 0240 102

[email protected]

We have an easy self-checkout process. We’ll get in touch with you via email 7-10 days before you depart to confirm all details such as where to leave your keys.

We try to be as accommodating as possible with booking extensions but the more notice you give us, the more we’ll be able 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.

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 can discuss if you would like a meet and greet, or self check-in during your arrival call with our team. 

Yes, we can arrange an airport transfer on arrival. Contact your Account Manager or Booking Agent to find out more (T&Cs apply).

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 you.

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.

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.

Looking after you and keeping you safe is our number one priority. 

✔ We only take on properties in safe and secure areas.

✔ Portland Brown and our suppliers have strict key safety policies & procedures in place.

✔ 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 if you need one.

All our apartments include towels and bedding and will be changed during your housekeeping visit.

Housekeeping frequency varies in different cities. The majority of our apartments are cleaned weekly or bi-weekly. We'll let you know how often your apartment will be cleaned in your pre-arrival call. If you have any special requests please let us know before your arrival and we can see if we can arrange this for you. 

Our apartments are fully furnished and equipped with everything you need to feel at home. 

Apartment amenities can vary slightly in different countries however our standard amenities include:

  • WIFI
  • Housekeeping
  • Heating
  • Washer/Dryer or laundry facilities
  • TV
  • Dishwasher
  • Fully Equipped Kitchen & Utensils
  • Fresh Bedding & Towels
  • Hairdryer
  • Iron & Ironing Board
  • Clothes Dryer

Other Services

  • 24/7 Guest Relations
  • All Bills Included
  • Meet & Greet or Self Check-in
  • WFH Space

Please let us know if you require anything specific in your pre-arrival call so we can get this arranged for you before check-in, or, if you're already staying with us please contact our Guest Relations Team who will be able to help.

Our team is available 24/7 to help, via the phone or email:

+44 (0) 330 0240 102

[email protected]

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.

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.

Portland Brown Newsons Yard 59 Apt 2 Lifestyle Shot 1

Get in touch

If you're staying with us and need to talk to our Guest Relations Team, you can contact them on the details below

+44 330 0240 102

[email protected]


“Efficient and good service, cleaners are excellent and so is the customer service whenever there was a problem”



“Everything was great. The comfort of the apartment, the location, check-in easiness and the customer service during the stay were all great. Highly recommended.”



“I really appreciate your quick assistance and help over my short stay of 3 months. My problems were well handled and I had a great time, thank you!”



“Clean and spacious apartments with all amenities you'd expect. The location was brilliant too. The customer relations team was very prompt and did help during my multiple queries throughout my stay. Highly recomended!”



“Very well maintained, excellent service, all amenities in great condition, mesmerizing view, spacious. Apartment 179 was my first house in London and i must say it was memorable stay.”



“Everything was amazing! I really enjoyed my stay and even let a tear down my cheek when I had to leave :) Thank you very much for arranging it!”



“Excellent service, prompt replies and thoughtful communication.”

Vlad Mitroi


“Minimum Turn around for any problems. Action was very quick from Portland.”

Sanjay Kumar Jobanputra


“Staff was prifessional and friendly. We have always found solution to whatever issue we have had.”

Karen Sargsyan


“24/7 service, efficient communication”

Marilena Antoniou