Husband and I stayed here June 2022. I booked/ paid through their own site, $455 a night for 5 nights plus taxes- which was incredibly high but I wanted the kitchen and location. We arrived 6PM on a saturday. Everything was automated. An app opens building and apartment door. We go in and its beautifully decorated, except a worn in & uncomfortable couch- we draped it with a blanket from the closet. We settled and were overall pleased, with the exception of the view (explained below). Then we slept. A most terrible sleep. I had reserved a king sized bed as we have at home but this was noticeably smaller. And lumpy, oh so lumpy. My back was in pain the next day. But it was Sunday and there is no front desk, so we flipped the mattress ourselves. For $455 a night. We decided that we were fine until they open business hours on Monday morning. Except I receive a text Sunday morning at 10:24 to "Please take a moment to let us know about your first nights experience". Here's what I wrote: The place is beautiful but here are my thoughts/ first impressions 1. View is the back police parking lot/Garage. Why wasnt disclosed prior? 2.Windows are double sealed shut. Why wasnt this disclosed prior? 3.Window shades dont sufficiently block sun on sides, need drapes or wider shades 4. Many echos because of lack of curtains/barn type slider bathroom door that doesnt seal shut- loud unfortunate echos from bathroom 5. Too high tech. TV only streams. Husband is a tech guy and it took over an hour to figure out. Needed to use our home cable account to stream channels through 6.The biggest issue was the bed. Not a true King- what I believed I booked- and the bed was badly indented and terribly lumpy- The response I received 2 hours later while on a Sunday boat tour was in text form from "Avery" He gave reasons to why the windows were sealed shut and apologized for the lumpy bed and that they could send maintenance over on Monday- something we were hoping. He then wrote " Id like to learn more about your other concerns and how we can best communicate to our future guests" He ended the long text with "It is always our goal to exceed your expectations and provide you with great service. If you feel your Urban Home is not the best suited for your visit and you would like to leave, I can refund the remainder of your stay" How would that be providing us with great service? To automatically revert to "if you would like to leave, I can refund the remainder of your stay" is not how to address concerns about a stay. especially one that we had spent $2500 on. We were on a small jammed packed vacation, and the suggestion should be to rectify issues, not for us to leave early? I wrote back a text once we were back in Portland at 11pm and boy did I get the backlash of that the next day. On Monday morning at 9:15, what we thought were open business hours, I called the office number, hoping to speak to a more seasoned hospitality employee. Instead We got voicemail twice that they were not available. So when are they open? So I texted the number and politely asked when business hours were, and again Avery responded " Good morning, Our team is currently preparing for other guests, but I will try to give you a call a little bit later around 10;30am" This in our opinion is just unacceptable. We were current guests and had arrived 48 hours before and have waited patiently for business hours to address our issue of an ill suited and small mattress. We also had tickets for a boat excursion at 10. This was now impeding heavily on our little but expensive vacation. Avery called me and was highly emotional after I sent wrote that. He was breathing heavy and with a very high pitch voice told me that I had been complaining too much in my text on Staurday and that I had texted him at 11pm. Within the first five minutes of this phone call, Avery threatened to cut off our automatic front door and apartment keys and told us to vacate the premises by 11am. In my life, I have never been treated so emotionally and in such a volatile way from a "hospitality" host. He also stated that they used Hotel King Matresses- something else not disclosed. We looked it up- and apparently cheaper run places do this. These mattresses are made by Serta and are actually 4 inches smaller than a typical King. They should tell you this prior. But they dont. The conversation with Avery was so beyond the pale of professional, he seemed to be emotionally unstable. His response did not fit the task at hand. As a trained psychologist I knew this had nothing to do with me. I had to repeatedly remind him that I was not his family and he should tone down his emotions and the manner in which he was speaking to me. Since it didnt seem he was able to carry out what seemed typical customer service I asked to speak to someone else, he responded "there is no one else. There are only 3 people who run this business". I was stunned. I wish someone had told me this could happen, so Im writing it for others to know. Because Avery was so emotional on our call, he didnt realize when he threatened to cut off our keys, he also offered to refund my entire stay including the 2 terrible mattress nights previous - He ultimately hung up on me before I told him what we decided to do. My husband had to call back and although Avery at first denied offering this option, he ultimately conceded and refunded all of our money. So ultimately yes, we got our money back, but we had to unexpectedly pack our things, cancel our plans, and find a last minute hotel. An absolute and utter nightmare when you have a short and planned out vacation. I implore you to stay away from this The Docent's Collection or Condotel Urban home at 121 middle st. "company". And to those who own them, this Avery should be nowhere near customers or the hospitality industry. On our last day in Portland, I ended up going to the beautiful clothing shop a few doors down called Judith- definitely worth a visit- and funny enough, she said she had a friend also stay there and utterly perplexed about the supposed "king size" bed. The current reviews dont reflect the true nature of this place.…
Loved it! Super clean and very close to commercial street. The parking garage was conveniently behind the hotel and right next to the airbnb was a police station. The bed was comfortable and the bathroom was very clean.
We highly recommend this as a place to stay in Portland 's Old Port area. We spent 2 nights in Suite 303. It was very clean, with a well-stocked kitchen ( salt, pepper, and coffee for a first pot) with great appliances. Bed was super comfortable, as was other furniture. TVs in bed and living rooms worked great after following instructions for streaming (only). Bathroom is better than photos with a 6 foot vanity, good sized step in shower, and plenty of towels. We walked everywhere after parking the car. Note: don't count on using the nearest garage for short stays, as it is the courthouse garage and was closed during this week to save space for jurors. We used a garage 1 1/2 blocks away at $40/night. We were offered a discount on another garage, but had to decide before arrival. You may want to consider that.…
If you are staying in Portland, Maine, there is no better place in the whole city to stay than here. Do not hesitate to stay. The entire staff at 121 are professional, cordial, and expeditious. The place is beautiful and location couldn’t be any better. Super modern units with high ceilings. I will be back many more times. My company is setting up a corporate account as soon as I get back home.
Convenient mobile keys, nice accommodation (kind of an IKEA showroom feel), comfortable, and the kitchen has lots of room and tools. The best bits of Portland are a very short walk away. Rain fall shower, modern decor
121 Middle is perfect -- clean, beautiful, quiet, user-friendly, comfortable, and close to everything. This is in a great spot for a walk to the water, going out for drinks… I even got a table at the nearby Evertide and saw amazing artwork at Portland Art Gallery — only a couple of blocks away!
Excellent accommodations, clean, open floor plan and conveniently located. Tony is a consummate professional and was responsive and super friendly. We would stay at 121 Middle again without hesitation.
This was a superbly located, well-appointed apartment that offers the creature comforts you need in a beautifully furnished and comfortable environment. Really great for traveling with families, as I did a short trip with my 5 year old. (On impulse we decided to stay here instead of the usual hotel). She liked it a lot!! It’s rare you get to stay somewhere with such high ceilings and huge windows.
We love 121 Middle! The units are gorgeous and comfortable, and the management is super responsive when you text them. We have stayed twice in the past couple of months, and this is definitely our go to whenever we are in Portland. The location is also great. The only pain is parking, but there is a garage behind the building.
Not fair to compare to traditional hotels with suites. Full kitchen & dining table allowed us to order in and invite family for dinner & breakfast. Very well appointed. Location is within walking distance of the docks & old Port. The concept of doing everything via text , electronic locks & streaming takes getting used to to those of us who are older.