City Relay London reviews

★★★★★ 5/5

Google

Beautiful home in a prime location. Ultimately, we traveled mainly by bus; there are several bus lines within a 5-minute walk. The metro is a 10-minute walk away. However, if you enjoy walking, you can reach many sights directly from the house. Supermarket, bars, restaurants, everything is just a stone's throw away. On the ground floor, the house features a bedroom with a bathroom, on the first floor a living room with an open kitchen, and on the second floor another bathroom and two bedrooms. There is also one extra toilet on the ground floor. A minor drawback: the upstairs bedrooms are noisy.

Nathalie · 11 April 2026

★★★★★ 1/5

Google

I have been a very happy customer of various London rentals for the last decade, but this was the worst rental I have ever stayed at. It was awful for two simple reasons 1) There was no heat. The temperature outside was the temperature inside. I visited in November and IT WAS COLD! 2) The property manager was City Relay, who was completely incompetent. I arrived and immediately noticed that it was cold. All the heaters had been turned up (someone else must have known that the heat was broken), but there was no heat in any room. I called City Relay, the property manager. Me: "There is no heat" City Relay: "Turn on the heat" Me: "It is on. It doesn't work" City Relay: "Turn on the radiator" Me: "There is no radiator" City Relay is clearly a soulless corporation that has never even visited this apartment. They have no idea what is going on. I went to bed that night in a 14 degree Celsius, 57 degree Fahrenheit apartment and as the temperature descended outside, it got much colder inside. City Relay told me a fix it man would arrive at 3PM the next day. He arrived at 9PM on my 2nd day in the apartment. City Relay is completely incompetent. The only thing City Relay did was ask me to fill out endless forms to stay here. When you are done with the first batch of forms, they send you a second batch. Every clock in the apartment is set to a different time. No one cares. This was the worst apartment I have every stayed in. Internet: 64 Mbps download, 17MBps upload There was no shampoo, nor conditioner No heat

Bob · 25 November 2024

★★★★★ 1/5

Trustpilot

Filthy flat and unprofessional with critique

TLDR: Could only check in at 6pm instead of 4pm, because apartement was not ready. Then the apartement was shockingly unclean with the dust and filth from weeks or even months beside the bedsheets and sinks. The washing mashine was moldy and not usable which was a problem because we stayed 3 weeks. All dishes dirty in detail and greasy. Both led to us having extra costs for eating out and needing a laundry service. Windows could not be closed ever, did not feel safe. Shower was also quite moldy between tiles. Got two towles for 3 weeks and had to beg a few times for more and only with picture proof of the moldy washing machine. Received the personal letters of the owner of the flat, although never mentioned anywhere on booking.com it is a private flat?! Only after we rated them bad on booking.com they tried to charge us extra 100 pounds in a dubious way for stains on a couch that have been there already (did not even seem fresh...) and were even documented and sent by us to them before... instead of actually compensate us for at least the cleaning fee everyone has to pay when booking as there was no cleaning. I stayed at airbnbs and apartments a lot, also in the uk and something like this never happened to me. Should have checked the few other devastating bad reviews...

Lisa · 27 August 2024

★★★★★ 3/5

Trustpilot

Used them for my flat in Angel…

Further to another conversation with the management team and the fact that they have pro-actively been in contact to let me know how they have dealt with the cleaners situation I have amended my review from 1 star to 3.In all fairness the management team were very good at handling the issue, but unfortunately it wasn't resolved in time for me, and as a consequence I have lost a considerable amount of money. So from my own personal experience, I cannot in good conscience give more stars. However, I would not rule out using them as a hosting platform again if the cleaner issue has, as they say been resolved. Original Review:Used them for my flat in Angel Islington, and despite pre-empting an issue with cleaners using the recycling as a rubbish bin - and providing pictorial instructions how to dispose of rubbish, the cleaners managed to use the wrong bin 8 times in 9 changeovers. Escalated to management, contract terminated early due to non delivery. The management team were responsive - the cleaners were beyond useless. Flat was not as clean when I got it back as I left it. Very disappointed.

Samantha · 14 August 2024

★★★★★ 5/5

Trustpilot

I had such a positive experience…

I had such a positive experience working with Kelly Munywa. From the very first viewing, she was professional, approachable, and extremely helpful in answering all my questions. She made the whole process smooth and stress-free, keeping me updated at every step and making sure I felt comfortable and informed. Thanks to her, I found the flat I’m now renting and couldn’t be happier with it. I really appreciated her honesty, efficiency, and friendly approach. I would definitely recommend Kelly to anyone looking for a new place.

Gokcen · 18 September 2025

★★★★★ 5/5

Trustpilot

Helpful and caring experience

I have recently moved into a new flat in London managed by City Relay. Following a couple of unplanned hiccups during move-in, Junaid and the team were very quick to review everything and offer efficient solutions. The team was extremely helpful and understanding, which made the experience comfortable.

Juliette · 14 June 2026

★★★★★ 4/5

Trustpilot

Thank you to the staff at City Relay…

Thank you to the staff at City Relay for their professionalism, friendliness and excellent customer service which made our stay a very pleasant one. The property had an excellent location walking distance to Richmond Station, the beautiful Richmond Green, the river and the many shops and restaurants in Richmond. Property was cozy and very clean at our arrival. Staff from Ciry Relay checked on us several times during our stay to make sure everything was OK and were very prompt to answer our questions and provide help when needed.

Maria · 12 September 2025

★★★★★ 1/5

Trustpilot

Very noisy and poor quality

Very noisy and poor quality Give this a missAsk yourself are you prepared to tust your property to this unprofessional businessFor me its unacceptable as the staff are rude and create complaints from the local residents with the drinking and alarms going off.Lots of great management agencies in Kensington but unfortunately, this isn't one of them When you complain to them they say that they have no record. In future we will complain to Kensington & Chelsea Council about City Relay.Thank you Trustpilot for keeping this review live as its important that customers understand your impartiality.Especially when Trustpilot is asked by City Relay to remove unflattering reviews.

George · 16 July 2024

★★★★★ 1/5

Trustpilot

I have been so traumatised by how badly…

I have been so traumatised by how badly CityRelay treated me and my home that I have only now found the courage to write this. It is hard to put into words how appalling their management and customer service are. They managed our flat for over and year and if I were to list all the issues we had with them, i could write a book. To summarise, they do not vet in anyway the people staying at your home. All they are bothered about is making profit and getting bookings. Our home was completely vandalised on numerous occasions by guests partying and because we were not in the country to visit our property we only found out about the damage when we periodically returned or when new guests checked in. CR do not physically check guests in and out of the property. On several occasions when there were weeks gaps between guests (because there had been no check out), the damage was not noted until long after their deposits was given back. Resulting in huge costs to we the owners. On one occasion when we were made aware of the damage, CR asked us to pay and when I rightfully stated that the damage costs should come from the guests deposit, I was told that it had been given back to them "to avoid getting bad reviews". The damage was in the hundreds of pounds and there was no way to retrieve it.

Matthew · 23 December 2025

★★★★★ 5/5

Google

The appartment was woderful: spacious yet cozy with all the amenities and appliances one needs. Especially impressive was the staff: every little request or problem was adressed immediately (via whatsapp) with efficiency and patience. Before arrival, Melissa was very helpfull and during our stay, Akim was super! The only problem we discovered on the last night when it started raining heavily: the noise of the rain drumming on the skylight window in the big bedroom woke us up.

Julia · 21 May 2024

★★★★★ 5/5

Trustpilot

Great experience with Akim and City Relay

We used City Relay to rent a flat in Notting Hill for a long weekend. Akim was very communicative in advance of our stay and helped us work through the logistics of an after hours check in. He was responsive when it came to addressing any needs we had during our stay, all the way through to the check out logistics. The unit was very clean and well stocked. We will book another stay in London through Akim and City Relay in the future.

Gregory · 17 January 2024

★★★★★ 5/5

Trustpilot

The team at City Relais was a pleasure…

The team at City Relais was a pleasure to work with. Would highly recommend them to anybody looking for a good service, friendly people and a responsive team!

Isabel · 16 August 2026

★★★★★ 1/5

Trustpilot

Frustrating Check-in, Poor Facilities and Disappointing Customer Service

The experience got off to a terrible start with the check-in process. I was instructed to collect the keys from a location around 15, 20 minutes walk from the accommodation, but I wasn't given the access code that I needed until I arrived there. Contacting the management company was frustrating, as the only option was WhatsApp, with slow responses rather than immediate assistance. I was then directed to a second key collection point, another 15 minutes away from the first location and still around 10 minutes from the accommodation. After dragging a suitcase and backpack around the city in the middle of the day, I hadn't even reached the apartment yet.

Lorand · 6 July 2026

★★★★★ 4/5

Trustpilot

Everything was great except for the…Entryway as mentioned above...

Everything was great except for the entryway to the building. Pictures presented online did not prepare you for thatEntryway cleanliness was below par. As you arrive and enter the building initial encounter with the entry way with stacks of accumulated mail and leaves from outside. Does not look like it is cleaned regularly. Very disappointing to arrive everyday to see that while entering the building. Otherwise, everything else was pleasant and the staff very helpful, accommodating and very attentive to our queries. Thank you for providing a home away from home. We too have a treelined street and I to must constantly attend to the leaves quite frequently so it can be a chore to keep up with such foliage...

Troy · 4 November 2023

★★★★★ 2/5

Trustpilot

Unreliable door lock and left luggage service

The room is generally fine. But the digital key seems unreliable as it's not working on my phone. If it were not a staff in person to unlock it during working hours we'll be homeless for the first night. There was no microwave oven in the first night and the extraction fan not working the whole time. The left luggage service is extremely unreliable and outrageous as the cleaner somehow seemed to have left before the agreed collection time which almost caused us to miss a flight. Many thanks to the online staffs Monica, Shara, Melissa, Josephine and Cornelia they tried their best to solve the problems.

Space · 28 October 2023

★★★★★ 5/5

Google

EXTROARDINARY SERVICE From the moment we made this booking in Australia to the time we checked in at our Islington address, City Relay were amazing, nothing was too much trouble. Shara, Alma and Mutinta at the office were always there for any questions we had, which they answered promptly. Carlos was there to let us in and show us around he helped us with our bags and was able to answer all our questions. We are ladies on our 70's and felt supported, cared for and well looked after. Thank you City Relay

LORETTA · 24 October 2023

★★★★★ 5/5

Trustpilot

Great stay in a wonderful property.

Stayed in a CityRelay property off Farrington Road on a recent business/pleasure trip to London. Can't recommend the property and City Relay highly enough. Spotlessly clean apartment, perfectly located for quick access to Clerkenwell, Holborn St Paul's and the City (and with a great view of the latter two from an east-facing window). Also nearby were two excellent pubs with great supper menus. Apartment was superbly furnished, with all mod cons including clothes and dishwasher, shower, iron and a broad array of cooking things (plus great cookbooks). The City Relay team was incredibly prompt in answering my questions (many of which were fairly silly) and nothing short of courteous and helpful. I come to London with some frequency, and henceforth will always seek to stay in one of their properties. Highly recommended.

James · 24 October 2023

★★★★★ 5/5

Trustpilot

Eleni the Superstar

Earlier this year I suddenly found myself looking for a new rental property in London. Given the nature of the rental market at the moment, I was incredibly anxious at the thought of finding somewhere within the space of a few weeks. I was given the contact details of Eleni at City Relay who oversaw the letting department. Right from our first initial contact, I knew Eleni understood my situation and she went above and beyond to not only help me find somewhere appropriate to live but personally helped me through the entire process of submitting all relevant documentation.She was patient, attentive and supportive throughout my application process to rent a property from City Relay. She helped to make the process as smooth as possible and whenever I phoned or emailed her, she’d always get back to me within a few minutes. I truly don’t know how I’d have found somewhere to live without her, and am incredibly grateful for her time and effort in helping me.Can’t recommend Eleni or City Relay enough. Thanks again.

Grace · 17 October 2023

★★★★★ 5/5

Trustpilot

EXTROARDINARY SERVICE

From the moment we made this booking in Australia to the time we checked in at our Islington address, City Relay were amazing, nothing was too much trouble. Shara, Alma and Mutinta at the office were always there for any questions we had, which they answered promptly.Carlos was there to let us in and show us around he helped us with our bags and was able to answer all our questions.We are ladies on our 70's and felt supported, cared for and well looked after.Thank you City Relay

Loretta · 26 September 2023

★★★★★ 5/5

Google

We had a great time staying at this apartment! The location was really fantastic. We were already familiar with the area, but even for those who aren't, the location would be very convenient--lots of cafés and shops nearby, good transport to other areas, an easy walk to Kensington Gardens. As for the apartment itself, the size was good for a family of four, the kitchen was stocked with necessary tools for simple cooking, and the back outdoor area was nice to sit out in. Communication from the management company was also excellent. My one criticism would be that some things in the apartment felt like they needed minor repairs. Screws were loose on some of the furniture, a bathroom door handle was loose and fell off, a light switch cover fell off, one curtain seemed to be hanging by a thread from its rod, and a fuse blew a couple of times for no apparent reason. None of this was major, but it did make me feel worried about breaking things that were already on the verge of breaking and then being held accountable, so I couldn't feel totally relaxed! If these minor repairs are made, there would be nothing to complain about! On the whole, the apartment was great and we would definitely stay here again on another visit to London.

Abigail · 24 September 2023

★★★★★ 1/5

Trustpilot

Terrible experience

gave these guys my listing for 2 months , almost 0 bookings , countless excuses , they never reduce my price even though i asked for this several times via email , had to pay for review and onboarding things that just seemed like a scam , Terrible experience no accountability just excuses , ended up privately renting my property as this experience was so terrible , still chasing money due

Seamus · 16 December 2025

★★★★★ 5/5

Trustpilot

Great Team of people!

Had excellent service from City Relay, (as a tenant!). From start to finish, City Relay had great customer service and I was supported every step of the process, a process which was almost entirely new to me. Eleni was especially great, always getting back to me very quickly and supporting my offer process when I had problems on my end. From the viewing to the referencing process, Eleni provided me with the help I needed whilst I had a lot of other things going on in my day-to-day life, and it was great to not have to worry so much about this tenancy due to knowing that I had her help in the background. I would highly recommend City Relay, and I especially want to thank Eleni and Saadqiah for their help throughout!

Chris · 4 September 2023

★★★★★ 5/5

Google

The flat in London was spectacular! The location couldn't have been better. It was a short walk to the underground, and to restaurants and markets. The coffee machine is top notch, the private patio wonderful and the front windows let in …

Penny · 2 April 2026

★★★★★ 4/5

Google

Had a really good experience staying here. Can’t give a perfect score cos I’m sure there’s always room for improvement but it’s close to perfection. Location - the best! So near to Lizzie line and Barbican . Transportation was a breeze . Near to eating places and places of interest . Apartment- temperature was perfect. We came in July , weather was kind . Equipments & appliances - frankly we didn’t use any except for the electric kettle and iron but I’m sure everything works fine . Furnishings- it was okay. Comfortable and not too worn out. Stayed there for 10 nights , really felt like our tiny , cosy home away from home. Our daughter’s flat is nearby so that’s a plus point , made it more homely than ever. Good choice !

Ro · 25 August 2023