Every review we hold for the Guildford office, from every platform, shown as written. First names only.
★★★★★ 1/5
GoogleThis is the worst agency I've ever dealt with, be careful, landlords. They will charge you for damages to the property and also bill tenants at the same time. They lie and are never helpful when you need anything. I had to do many repairs myself because they never did anything, even though they said they would when I moved into the property. They also try to hold part of my deposit, but luckily I took pictures and videos before I moved in; otherwise, they could rip you off for no reason. Avoid this scam of an agency.
Andri · 16 December 2025
Agent replied · 16 April 2026
Thank you for taking the time to leave your review. We are sorry to hear that you feel this way, although your comments do help illustrate how we support our landlords when contractual obligations are not met.
In your case, deductions were requested from your deposit for issues that fell under your responsibility, including removing the carbon monoxide alarm rather than replacing the batteries as required in your contract, and the removal of light fixtures from the property. These items were evidenced clearly in the photographic record taken at both the start and end of your tenancy.
Your deposit was never charged outside the correct process. All proposed deductions were submitted to the DPS, a government-run scheme that holds deposits independently and resolves disputes impartially. The case was reviewed by their third-party adjudicator, who ruled in our favour based on the evidence of removed fixtures and the breach of your tenancy terms.
There was no instance of charging both parties or acting outside the regulations. This outcome shows how the system works as intended and how our processes protect landlords when tenants remove or damage items that do not belong to them.
Thank you again for your time illustrate how we support our landlords, when tenants break their contractual obligations.
★★★★★ 1/5
GoogleBooked a viewing and they rescheduled, absolutely fine but the next day the rescheduled booking was cancelled, I had showed up and nobody was there and nobody bothered to communicate this with me or answer the phone (I checked their work hours, the phone line was open)
No explanation or apology yet I still tried to reschedule to today and nobody has bothered to get back in touch so I’m going to assume the move wasn’t meant to be 🤣
Shockingly bad.
Megan · 16 November 2025
Agent replied · 16 April 2026
Thank you for taking the time to leave your review. I am sorry that you feel disappointed with your experience, although the events on the day were different from what has been described.
Our agent attended the property on time for the scheduled viewing and successfully showed two other applicants around, both of whom arrived as arranged. When you did not arrive for your allocated slot, we remained at the property for the full duration of the viewing window, as we had no missed calls from you and no indication that you were running late or experiencing difficulties finding the address.
The property was still available at that point. However, one of the viewers who attended made an immediate offer, which the landlord accepted shortly afterwards, and the property was therefore withdrawn from the market.
We always aim to communicate promptly and clearly, and we are sorry if our attempts to reach you did not come through on your side. We appreciate your interest in the property and genuinely wish you the best with your onward search.
★★★★★ 1/5
GoogleIs there a way to put a lower review. I enquired about a property asking for more info as there wasn’t much on the website. I used to be a letting agent I know what info is needed, I provided all key info. But don’t have time to answer a bible of questions, I’m busy. I called up and asked why you needed that info, fair I needed to provide address but when I asked about the other questions, he then said we need it if you offer. Which I said we will provide if we offer I don’t even know what property we’re talking about. They want my partners details until details for marketing, she doesn’t need to be contacted until we offer. I don’t know why they needed the other 500 questions answered.
I started by saying I’m busy but when little letting agents think they can speak to people like that I’ll make time. I would have been compliant if I offered I know the process. You lost a good and easy process. I’m straight to the point and would have been easy to work with. But refusing a viewing because of not getting details you don’t need is ridiculous. Good luck getting business in a competitive market when your like that. Just because you have an easy job doesn’t mean I do.
Robbie · 16 November 2025
Agent replied · 16 April 2026
Thank you for taking the time to share your feedback. We appreciate your comments, as they highlight the high standards and procedures we have in place to protect our landlords and ensure that all prospective tenants are properly qualified before any viewings take place.
Our process is designed to make sure every property is handled with care and that only fully verified applicants are put forward. This not only safeguards our landlords’ interests but also maintains the level of service and professionalism our clients have come to expect from us.
On this occasion, it appears that the information provided by yourself have fell short of the requirements we must meet before confirming a viewing. These steps are in place for good reason and form part of the compliance standards that we uphold across all enquiries.
We are sorry that our process did not align with your expectations, but we do thank you for your review, as it reinforces the importance we place on maintaining a thorough and responsible approach in finding the best possible tenants for our landlords.
★★★★★ 5/5
GoogleMy partner and I recently used Guildford Estate Agents to let out our flat using their managed service. James and his team (Maeve, Jack, Izzy and Georgie) were brilliant from the beginning. Highly professional and informative property add, the photos of the property were of a really good quality as well. They have been extremely helpful with all of the questions we’ve asked and have always responded quickly. It was the first time we’ve rented a property and they provided us with all of the help we needed. They kept us informed throughout, let us know in advance of viewings and have always been at the end of the phone. I highly recommend using them if you’re thinking of renting a property in Guildford!
Emma · 16 April 2022
Agent replied · 23 August 2024
Thank you for your kind review Emma! It was a pleasure working with you and we look forward to continue working with you.
★★★★★ 4/5
GoogleI have rented a flat in Guildford through Guilford Estate Agents last year. The process was smooth and easy. However, there were many issues with repairs that could not be done for almost a year. Of course, there was the pandemic in between, but it was very frustrating to see everything stalled in FixFlo, and to get no feedback even after adding extra information. All this changed when Jack Boxall was hired. In two days, he sorted issues that were pending resolution for a long time. He is very good at managing complex information and at getting things done, and in understanding everyone's interests and rights. Thank you, Jack.
Félix · 16 April 2021
Agent replied · 23 August 2024
Thank you Felix for the 4* Review, I am glad that Jack could help you resolve those problems.
★★★★★ 1/5
FacebookAvoid this Estate Agents and especially James at all costs. We used them initially to market a property then after their total uselessness , lost keys and lack of communication we moved to a different Agent . However a buyer came forward later that they claimed had been shown round by them within the 6 month window so James demanded we pay them a fee . They were quite threatening and in the end we had no choice but to go with them however after 5 months of messing us about this alleged buyer has now backed out ....so much for James Quantrell being equivocal that the sale would go through and the buyer was genuine !!! Do not use or trust this company!
Suzanne · 6 April 2021
Agent replied · 13 June 2024
Dear Mrs Mather
I am sorry the buyer has pulled out of the sale today and in no fault of ourselves. I cant believe they have pulled out. I can only imagine how frustration it can be. We are as disappointed as you are. This unfortunately this does happen and I wish we could stop this happening after all the hard work and marketing we do to sell a house and for it to fall through. I hope you find a buyer soon. Again we are truly sorry they have done this to you.
Kind Regards
James Quantrell
Director
Guildford Estate Agents
★★★★★ 2/5
TrustpilotPoor management
Regrettably my experience with Guildford Lettings is consistently poor. I pay for a fully managed service, as owner of a 1 bed flat which I rent out, however their communication is dreadful and there is a complete lack of response to what I would call urgent tenant issues. I find myself being contacted directly by tenants about already reported issue's (because Guildford Lettings haven’t even acknowledged their complaints), a lack of notification to me as the owner and no action at all.
Justine · 26 March 2024
★★★★★ 1/5
TrustpilotPoor service
Unprofessional service. Whilst staff were generally pleasant, they have mastered the art of not answering your question or committing to respond, and then not responding. Matters were not acted upon or resolved with any degree of urgency or customer focus. I never felt I could trust them. I should have listened to all the other poor reviews. Go in with your eyes open.
Anonymous · 18 February 2023
Agent replied · 17 June 2024
Dear Anonymous ????
We would love to answer any questions you have.
Please get in touch we me and i will happy to answer any questions as best we can.
info@guildfordestateagents.com
Many thanks
★★★★★ 5/5
GoogleI had an exceptionally smooth process renting a property here. Jack was super helpful - he set me up with a viewing quickly, was warm and friendly and could answer all the questions that I had (and was proactive in following up with additional elements once I'd decided to go ahead). Since moving in, he's also gone absolutely above and beyond on more than one occasion, resolving issues quickly and with warmth and professionalism.
R · 16 April 2021
Agent replied · 23 August 2024
Thank you Ruth for the 5* Review. We are so glad that Jack could help you find a great property!
★★★★★ 1/5
GoogleAVOID renting property with them. I had faulty heating from October last year. It wasnt fixed until May despite continual complaints from me and 3 visits from the contractor. I am 67 and have asthma. Not having working heating put my health at considerable risk.
Andrea · 16 November 2025
Agent replied · 16 April 2026
Thank you for sharing your feedback. I am sorry to hear that you remain unhappy with your experience.
Each time you reported an issue, we arranged for a qualified heating contractor to attend. Multiple inspections and tests were carried out, and on every visit the system was found to be functioning correctly. No mechanical or technical fault could be identified. The contractors confirmed that the difficulties you experienced were due to the settings and operation of the user controls rather than any defect with the heating system itself. They were unable to recreate a fault on any of their visits.
Despite the issue being related to how the system was set, the landlord covered the cost of all contractor call-outs as a gesture of goodwill and to ensure everything was fully checked for your reassurance.
We understand the importance of reliable heating and responded to each report promptly to make sure the system was inspected without delay. We acted in accordance with our responsibilities throughout, and every reasonable step was taken to investigate and support you.
★★★★★ 5/5
TrustpilotI have let my properties with Guildford…
I have let my properties with Guildford Estate Agents for the last 8 years. I have had no void periods and always achieved market rate or above. The fully managed service is highly recommended, I am only contacted in emergencies or to sign off contractor costs. Adrian and the team are great to deal with, offering great market insight which has helped me navigate the last few turbulent years.
D · 4 April 2024
★★★★★ 5/5
GoogleGreat service from Joe on a property viewing last week in Guildford- professional and keen to help. Overall a great company filled with intellectual individuals.
Joe is an asset to the team and company.
I am appalled to see other reviews labelling the team as incompetent as I have nothing but good words to say about the company and staff.
Charlotte · 16 April 2022
Agent replied · 23 August 2024
Good Morning,
Thank you for leaving us a review, I am glad you are happy with the customer service and we hope to help you find a property soon!
Kindest Regards
Jack
★★★★★ 4/5
TrustpilotHappily recommend
We’d had a very bad experience with a different estate agent in the area prior so working with Guildford Estate Agents to find a property to Let was a dream in comparison! Very easy process and Maeve and Jack in particular were so helpful throughout, really doing whatever they could to help us with it all - would definitely use them again!
S · 30 November 2021
Agent replied · 17 June 2024
Many Thanks, it was a pleasure dealing with you.
★★★★★ 1/5
GoogleI had a very bad experience with one of their directors, named Mr.James. I had viewed a room with him and he agreed to let the room to me. And when I called him to move in he says no room at the last moment. I am struggling to find another room as I have only 3 days remaining to move out from present accommodation. I hope this should not happen to anyone. And I believe somebody from the management of this agency will contact me at least. If no please everybody please beware when you work with this agency!!!
Mariyam · 16 April 2024
Agent replied · 16 April 2026
Hi Mariyam
I am sorry we could not find you a suitable property this time. All our properties rent out very quickly with a number of different offers on the same property. No agreement to let to you was agreed by the landlord. Hopefully you have found a place.
Kind Regards
James
Director
★★★★★ 1/5
GoogleGoogle should introduce to have an option to give zero stars as I fed up from their no honest work and disguisted service ever.i should have looked up in the reviews first and guess what, I've got fooled by this people.guys this agency is 100% fraud and avoid at all cost.ive got promised by them that even by sending confirmation mail to view a property.ive reached on time waited and waited ,in the end nobody arrived or reached.try to get them over phone,declined my call several through times and not picking up the call aswell.they replied to my messages when I reached on location and said the agent will be there on time.they successfully wasted my 1 hour,my bus cost and time.thank you very much for fooling me around and for your revolted service.
FRAUD
Honey · 9 July 2025
★★★★★ 1/5
FacebookTotally shocking standard if service from day one of this tenancy! Miscalculated my deposit then chased me for the extra in a threatening manner.
Lost keys and electronic key fob for garage door.
Multiple repairs logged with no follow up.
The manager Adrian quoted things that are not in agreement and then when asked to show where these where in the agreement refuses to speak to me.
Unhelpful reception staff who refuse to book appointments!
The manager Adrian is very rude and uses discriminatory language contrary yo the equalities act.
Steven · 25 August 2022
★★★★★ 5/5
GoogleI dealt with Guildford Estate Agents both as a landlady and as a vendor and in both cases I have been really happy about the service I received. In particular Jack Boxall has been so helpful, knowledgeable, and patient (!) and I really couldnt recommend him enough. Thank you Jack!
Anna · 16 April 2022
Agent replied · 23 August 2024
Hello Anna
Thank you so much for your 5 Start review especially from a Landlord !!
I'm glad you were pleased with our service. We work so hard every day to make people happy.
I hope you are enjoying Italy.
Again Many thanks it means so much to us all.
★★★★★ 1/5
GoogleI had a very bad experience with one of their directors, named Mr.James. I had viewed a room with him and he agreed to let the room to me. And when I called him to move in he says no room at the last moment. I am struggling to find another room as I have only 3 days remaining to move out from present accommodation. I hope this should not happen to anyone. And I believe somebody from the management of this agency will contact me at least. If no please everybody please beware when you work with this agency!!!
Mariyam · 24 August 2023
Agent replied · 23 August 2024
Hi Mariyam
I am sorry we could not find you a suitable property this time. All our properties rent out very quickly with a number of different offers on the same property. No agreement to let to you was agreed by the landlord. Hopefully you have found a place.
Kind Regards
James
Director
★★★★★ 5/5
TrustpilotRecently sold our flat through Guilford…
Recently sold our flat through Guilford Estate Agents who kept great communication throughout. Jack & Joe were both very helpful and cummunicative throughout the process. The photo's and virtual view of the flat were really well done and useful especially over this period. Happy to have sold the flat through them!
Lucca · 29 June 2021
Agent replied · 17 June 2024
Many Thanks, Lucca it was a pleasure dealing with you.
★★★★★ 1/5
TrustpilotAwful Experience
Awful! Firstly the agency refused to stop advertising the property on both Rightmove and their website for months after signed contracts even though I requested this multiple times. The main issue though was the misinformation they provided, the property had major structural work and huge costs for the prospective buyer once moved in, yet they hid this from me at every possible opportunity. If it hadn't been for my solicitor luckily spotting this, hidden in a huge amount of paperwork that was withheld from me for 6 months I would have been stuck with an unsellable property and 10's of thousands of pounds worth of work to be done. The agency will not respond to my emails to acknowledge I have had to pull out of the purchase or to apologise for allowing me to incur thousands of pounds worth of solicitor fees due to the intentional misinformation they provided. Avoid this agency at all costs!
CS · 6 February 2025
★★★★★ 1/5
GoogleThe worst letting agency I have ever had to engage with.
Not only did they fail to follow up on important handover procedures when tenants changed, when trying to contact them about this, no one was ever available. This wouldn't be a problem if they actually got back to you, but every time you call they promise a return and without fail, every time, do not return the call. At least they are consistent with that.
Not only this, but when moving out, it was a month after the tenants had left that they asked for documentation. These documents were vital to returning the deposit, and because the tenants had long moved out and closed/moved accounts with providers, these documents were impossible to get. It came down to the landlord having to sort it out directly, which defeats the point of using a letting agent.
They kept the money for so long that legal action could have been taken. When trying to contact them - through e-mail or phone call, they - I'm sure you can guess - did not reply to a single enquiry.
If you can, avoid using this company whether you are a tenant or a landlord, they are shockingly unprofessional.
Emily · 16 April 2023
Agent replied · 23 August 2024
Hello Emily
Many thanks for your Review.
All the Guildford Estate Agents Deposits are with The DPS Custodial scheme. We don't KEEP or HOLD any lettings Deposits they are all with the DPS and we have no access to it or able to move it once it is lodged with them. Regarding Handover we have a professional independent inventory clerk that would do a inventory once you move out. I am also Glad you liked the Xpressing Cleaning Company you used that we recommended. Glad they did a great job. We take on board your review and work very hard daily to rectify any problems tenants have. We wish you all the best.
★★★★★ 5/5
GoogleGuildford Estate Agents have been brilliant. I am a bit confused by some of the negative reviews as it seems to be a completely different experience to ours. Guildford previously let a property for me and my girlfriend and recently acted for our sale. They were great from the off. Adrian and James couldn't have done more. They were a massive help. They constantly kept us updated, prompt replies to any enquiries and chased up the solicitors for us. They helped make a stressful process somewhat easier. We've even had other estate agents from our chain comment on how good they were!! I highly recommend using them.
Jack · 16 April 2023
Agent replied · 23 August 2024
Thank you for your kind review Jack! It was a pleasure working for you on your let and now on your sale. I wish you all the best in the future. And Yes, we are working very hard to rectify the negative reviews. All the best in the future. Again, Many thanks for using Guildford Estate Agents.
★★★★★ 5/5
GoogleI rented with Guildford Estate Agents and it was a pleasure! Izzy made sure that I knew about viewings ahead of time and let me know when they were cancelled. It was a great experience.
Lucy · 16 April 2022
Agent replied · 23 August 2024
Thank you Lucy so much.
I'm glad you were pleased with our service. We work so hard to make people happy.
★★★★★ 5/5
GoogleWe recently purchased a house through Guildford Estate Agents and they have been fantastic to deal with throughout. Izzy was accomodating of our requests to visit the property in advance of completion and was always helpful and friendly. Jack was also fantastic in helping to keep the process moving when our solicitors weren't being responsive! Thank you both - we're so excited for our new home.
Kelly · 16 April 2022
Where the same review appears twice we show it once. We leave out reviews that name another agent or another of the brand's offices.
