Every review we hold for the London office, from every platform, shown as written. First names only.
★★★★★ 5/5
GoogleHad a wonderful stay at Camden with City Relay : Akim was an amazing and dedicated organizer and host and their commitment to ensuring a pleasant stay was much appreciated. Will definitely look to stay again !
Akshay · 21 June 2023
Agent replied · 20 June 2024
Glad to hear that you had a wonderful stay with City Relay in Camden, and that Akim was an amazing and dedicated host. It's great to hear that you felt their commitment to ensuring a pleasant stay was much appreciated. We look forward to hosting you again in the future Akshay :)
★★★★★ 5/5
GoogleCity Relay was very helpful! The staff was exceptionally responsive and the property was great! Akim and Matilde were extremely kind and made us welcome as well as provided excellent customer service! I’d book with them again!
Neal · 21 June 2023
Agent replied · 20 June 2024
That's great to hear Neal! It's always a pleasure to receive positive feedback and we're glad to know that you had a great experience with us. We're delighted to hear that our staff members, Akim and Matilde, were able to provide you with excellent customer service and make you feel welcome. We're proud of our team for being responsive and helpful to our guests' needs.
Thank you for choosing City Relay and we're excited to have the opportunity to host you again in the future :)
★★★★★ 5/5
TrustpilotPleasant stay despite delay!
The unit on St. Johns Hill was decently maintained and well located, only a 4-minute walk from Clapham Junction and near a busy bus stop. There was an unexpected delay in my check-in time due to a sick employee, but Akim did a great job communicating with me, ensuring I was well-informed before, during, and after my stay. 5 stars for sure!
Diara · 15 December 2023
★★★★★ 1/5
TrustpilotCity Relay is a horrible property management company
City Relay is a horrible company. I will never rent another property under their management. We are very dissatisfied with all aspects of City Relay. From their check in / check out procedures, their customer service, cleanliness, maintenance and more. Traveling should be fun and exciting, but City Relay will make it stressful, time consuming and costly. They really do not care about the comfort and enjoyment of their guests and do not provide the proper cleaning and repairs needed to the properties under their management. You are best to avoid them if you want an enjoyable vacation.Before your stay, City Relay has you fill out an invasive 7 page application. They want the personal details, and photos of the passport and id of each guest, your travel itinerary, emergency contact info, etc. It's like a full rental tenancy agreement, even for a one night stay. Then you have to pay a security deposit equal to 7 nights stay, and they try to push extra cleaning fees on you. Just before arrival we got flat instructions, some of which was very confusing, and some just outright incorrect.Check-in is not convenient at all. They only allow check in from 4 to 6 PM. Early or late arrival are not an option. They do not offer bag storage, and will refer you to a 3rd party paid service which didn't have any locations nearby the flat we were renting. We had to wait outside during a storm for 4 hours with all of our luggage and bags.The flat wasn't well cleaned. The floor was not vacuumed, the kettle had lime scale, the bed sheets had blood stains. There were no kitchen towels and only a single hand towel for 2 bathrooms. There were old take out containers, outdated tourism flyers, half used cough medicine and general clutter all over the place. The place needed a thorough cleaning and purge of the owners and/or prior guests left overs to make room to unpack. We also only received one key for two adults. We had to purchase hand towels, kitchen towels, dish clothes and other things ourselves to make the stay comfortable, and batteries for the bedroom TV remote.The toaster, kitchen faucet and tumble dryer were broken. In our 30 night stay they never resolved the issues.To check out you have to use their portal to fill out their survey, where again they push extra cleaning services on you, offer you late checkout at an extra charge and offer bag storage via 3rd party services for an extra charge. You also need to upload a photo of the key upon checkout.
Stewart · 9 May 2022
★★★★★ 5/5
GoogleI had a very good time in one of the properties of city relay and thanks to Akim for all the help! The property was very good value for money and in a very good location with connections to various parts of London in an efficient manner.
Karthik · 22 September 2024
★★★★★ 5/5
GoogleI can’t recommend City Relay enough! After a 28hr flight from Australia my family of 6 were literally left stranded at a train station when our previous accommodation cancelled on us with only 15mins notice! I contacted City Relay about one of their properties and within 5 mins they answered my plea for help offering a stunning terrace house in a fantastic location. A lovely agent, Carlos, met us at the property with an extremely warm welcome and seamless check in. Thank you City Relay and Carlos, you literally saved the day! I won’t hesitate to use your company again on our next visit to London!
Olivia · 24 October 2023
Agent replied · 20 June 2024
Dear Olivia,
Thank you for taking the time to share your fantastic experience with us. We're thrilled to hear that we could assist you and your family in such a challenging situation and provide you with a stunning terrace house in a great location. It's always our goal to ensure a seamless and welcoming check-in experience for our guests, and we're delighted to know that Carlos provided you with just that.
Your kind words and recommendation mean a lot to us, and we look forward to hosting you and your family again on your next visit to London. Thank you for choosing City Relay.
Best regards,
City Relay
★★★★★ 3/5
GoogleStayed at 109 Warwick Road. It was a disappointing stay, we had many issues inc lack of hot water, loss of power and many missing amenities. However I can highlight that City Relay in terms of service were brilliant. They have spoken with me and taken my feedback very seriously, even calling me after the stay to check in. It’s unfortunate the room wasn’t great.
Excellent customer service from City Relay (Monica in particular) very responsive, I did have to contact them a lot during the stay as there were issues but overall satisfied with their work.
Ian · 24 October 2023
Agent replied · 20 June 2024
Dear Ian, Thank you for sharing your feedback about your stay. We're sorry to hear about the issues you encountered during your stay, but we're pleased to know that our team, particularly Monica, provided excellent customer service and was responsive to your needs. We appreciate your understanding, and we'll work to improve the overall guest experience. If you decide to stay with us in the future, we hope it will be a more positive experience. Your feedback is important to us, and we take it seriously.
Best regards,
City Relay
★★★★★ 5/5
TrustpilotVery satisfied with City Relay services
We have used the services of City Relay twice to find short term occupancy- very satisfied with their standards of cleaning , discerning customers and communication with us . It was a very last minute option that opened up for us to get a rental and it was made possible by City Relay making an effort to get a few things fixed and ready . Oona is the account manager and we have had good communication with her as well as other staff who have also proved to be helpful
H.Block · 28 April 2022
★★★★★ 5/5
GoogleThe place was in the good location and clean which were the things I was looking for. The team was very professional,thus the stay was as enjoyable as it could be. Both check-in and check-out processes were smooth. The customer experience team,especially Akim was trying to make sure everything was fine through the process.
Malak · 21 May 2024
★★★★★ 5/5
TrustpilotAkim was very nice
Akim was very nice, friendly and help full, address quit confused go to back but can’t he in back way, Akim was very good go to the back and tell us how come front door, When arrive he help Us carry belonging up to 5 floor, have lift to 4 floors but ok only one floor walk up, Arrived in flat was amazing 2 beds room flat very nice, clean, new master bedroom very big and small bed room good side, 2 bath room very good and very big I very love it, kitchen and living room separate up floor it’s very nice and big, big TV. Good view. I this flat have every thing we need and big enough for 4 peoples stay. Have nice roof as well. Akim very help full show how to us thing in flat, where bin and where good travel in London. We very happy with all service every thing we want know only text or call they answer very quickly. One week stay we all very happy with room and service, we definitely want come back in this flat again if we come London. For me I think can’t find nice flat and good Service like this in London, The best I give 10 stars , thank you,
Netty · 26 April 2022
★★★★★ 5/5
TrustpilotPerfect Flat!
The flat was perfect, the location couldn't be better. Super clean and super safe. We went walking through the town and were able to find so many nice restaurants and cafes. The flat was immaculate and the check in process was super easy. We will definitely stay here again when visiting London.
Robert · 28 January 2026
★★★★★ 5/5
TrustpilotPaolo & Family
Assistance has been great and immediate. We had a few requests which have been accommodated. Good value for money. Apartment within 15’ walking to Aldgate East/Liverpool Street. Clean, renewed, fully equipped.
Paolo · 11 November 2023
Agent replied · 12 June 2024
Dear Paolo & Family,Thank you for taking the time to share your positive feedback. We are delighted to hear that you had a great experience during your stay and that our team was able to assist you promptly. We appreciate your kind words about the cleanliness, and full equipment of the apartment. It's our goal to provide excellent service, and we're pleased to know we achieved that for you.If you ever return to the area or have any more requests, don't hesitate to reach out. We look forward to hosting you again in the future.Best regards,City Relay
★★★★★ 5/5
TrustpilotBest location, Best Apartment, Best Service
First and foremost, I would love to thank the team at City Relay … their dedication and commitment to ensuring my stay was on point at all times which was extremely appreciative, and the “high level” of customer service and satisfaction was so incredibly perfect….. super-fast to respond with any queries on WhatsApp and always online to answer questions … felt like an online instant concierge service. The “pick up and drop off” of the key from the “Keynest” was seamless and so easy… no queuing in the hotel lobby and waiting to check in and out.. The instructions were so clear and simple to follow which made the entire process stress free “which I needed” The apartment was next level awesome and was so incredibly comfortable, secure, safe and gave me the feeling of living in this stunning neighborhood.. only a short walk from Ladbroke Grove train station and a bus stop in the street ensured I could travel throughout London with so much ease coupled making the connecting train to the airport for easy. The location of the apartment was simply incredible … in less than a 30 second walk I was positively overwhelmed with the culinary “heartbeat” of Notting Hill … from bars, pubs, cafes, restaurants, gelato, burgers, supermarkets and of course the world renowned portobello street market which was everything and more than I expected. And just around the corner from the Notting Hill Book store which was made famous in the movie… so you will see lots of people having their photos taken.The apartment was roomy, clean and very quiet (double glazed windows) with a functional kitchenette, dining table, super comfy bed, washing machine/dryer and of course the amazing balcony which was the perfect setting to have a coffee in the morning on and a glass of red in the late afternoon as the sun was setting with the most beautiful street vista watching the red double decker buses slowly pass by.I highly recommend staying here and you will not be disappointed… once again thank you team City Relay for your FIVE STAR service and I will be back when next in London.
Steve · 16 October 2023
Agent replied · 12 June 2024
Dear Steve,Thank you for your glowing review! We're thrilled to hear about your outstanding experience during your stay with us. We appreciate your kind words and your recognition of our team's dedication and commitment to ensuring your stay was wonderful.Your recommendation is greatly appreciated, and we look forward to hosting you again when you return to London. Thank you for choosing City Relay!Best regards,City Relay
★★★★★ 5/5
TrustpilotGreat service
I’ve been leasing via City Relay from a number of years and they’ve also been excellent in responding quickly and efficiently. They make the process of short-term leasing very light-touch from a landlord perspective.
Nick · 17 June 2026
★★★★★ 5/5
TrustpilotGreat week rental near King’s Cross
I rented an apartment for a week near King’s Cross via AirBnB, managed by City Relay. Akim was the agent that I dealt with. All communication was timely, informative, and online check in and check out was great. We requested an agent to meet us and then a flexible check-out time - all requests managed swiftly and easily. There was a slight delay with check-in due to a cleaner being off ill, but this was not a problem for us as it was communicated early. In COVID times you have to be a little understanding!
Gem · 13 April 2022
★★★★★ 5/5
GoogleWe had really nice time. Very close to heart of London and amazing flat everything we need was there. Thank you!
Nil · 12 September 2026
★★★★★ 5/5
GoogleThanks for your hospitality and great place to rent on a central position. Sure we will come back again 👍 …
Onur · 12 September 2026
★★★★★ 5/5
Trustpilot5 Star Service & Accommodation with City Relay
A comfortable, clean apartment to ourselves with quality towels and toiletries, and fresh bed linens, in addition to thoughtful amenities, completed my daughter's and my experience, whilst staying in London to visit my father, who is ill with terminal cancer. All my questions ahead of our stay were answered promptly, the check in process seamless and follow up correspondence with Shara del Rosario, to ensure our satisfaction and needs, a meaningful touch.Our time is precious and enjoying accommodation without any concerns, super appreciated. We will certainly repeat stay with City Relay and recommend their professional and efficient service to anyone seeking accommodations.In a world where it is challenging to reach anyone and enjoy a service where you feel you matter, over being a nuisance, City Relay get a 5 Star Review because it's the first time, in a long time where I felt the love. Thank you!!
Moses · 7 October 2023
Agent replied · 12 June 2024
Dear Moses,Thank you for your heartfelt review and for choosing City Relay during such a challenging time. We're deeply touched to hear that our comfortable and clean apartment, along with our thoughtful amenities, contributed positively to your stay in London while visiting your father.Providing prompt responses and a seamless check-in process is important to us, and we're delighted to know that Shara's follow-up correspondence ensured your satisfaction and met your needs.Your kind words and 5-star review mean a lot to us, and we're honored to have made you feel valued and cared for during your stay. Your recommendation is greatly appreciated, and we look forward to welcoming you back for another stay whenever you return to London.Our thoughts are with you and your family during this difficult time, and we're here to assist you whenever you need us.Warm regards,City Relay
★★★★★ 5/5
TrustpilotWe booked a flat with city relay via…
We booked a flat with city relay via Airbnb for a one week stay in London. We received a very solid service from the team throughout our stay. Akim Courail was super helpful in all our encounters. I will definitely use recommend and use City Relay again in my next visit.
Samuel · 4 July 2024
★★★★★ 5/5
TrustpilotFantastic service
I can’t recommend City Relay enough! After a 28hr flight from Australia my family of 6 were literally left stranded at a train station when our previous accommodation cancelled on us with only 15mins notice! I contacted City Relay about one of their properties and within 5 mins they answered my plea for help offering a stunning terrace house in a fantastic location. A lovely agent, Carlos, met us at the property with an extremely warm welcome and seamless check in. Thank you City Relay and Carlos, you literally saved the day! I won’t hesitate to use your company again on our next visit to London!
Olivia · 2 October 2023
Agent replied · 12 June 2024
Dear Olivia,Thank you for taking the time to share your fantastic experience with us. We're thrilled to hear that we could assist you and your family in such a challenging situation and provide you with a stunning terrace house in a great location. It's always our goal to ensure a seamless and welcoming check-in experience for our guests, and we're delighted to know that Carlos provided you with just that.Your kind words and recommendation mean a lot to us, and we look forward to hosting you and your family again on your next visit to London. Thank you for choosing City Relay.Best regards,City Relay
★★★★★ 5/5
TrustpilotCity Relay saved us via AirBnB…
City Relay recently managed an AirBnB apartment I stayed in with my family. Our original.booking had some issues and we had to change lodgings and book City Relay's apartment last minute (literally, with 2mins to go). Akim, Matilde, Lauren and Victor were fantastic in helping us get settled on that first night and throughout our stay they were accommodating and easy to communicate with for any questions we had. The apartment itself was very well equipped and well maintained. Very professional and high recommend!
Michelle · 12 March 2022
★★★★★ 5/5
TrustpilotWhat you see online is what you get…
What you see online is what you get absolutely beautiful, clean and comfortable along with the fact they supply you with everything you need to get started! It is beautifully decorated with such modern appliances.This place was perfect for me and my husband plus they have air conditioning which seems to be hard to find in London the unit was perfect for us!Note the Host was very nice and responsive !!I would definitely stay here again!
Gloria · 10 September 2022
★★★★★ 5/5
GoogleGreat apartment in a lovely neighborhood! Very quiet and comfortable with a beautiful kitchen. I would totally stay here again.
Jaline · 12 September 2026
★★★★★ 4/5
TrustpilotGreat (if a little warm)
Overall I had a great stay. The apartment was clean, tidy and had the majority of the essentials. The ‘checking in’ process felt overly complicated but appreciate the need to make sure guests are legit and aware of the ‘house rules’. At the time of my stay the weather was extremely warm and as a result the apartment was very warm. Being just off a main road it made it challenging to keep the windows open at night without then being woken up by traffic noise and garbage trucks emptying bins in the early hours. Having a fan in the apartment would have been really helpful (I actually borrowed one from work after a broken nights sleep on the first night). Whilst the listing stated there was no tv it would be a nice addition to what was otherwise great facilities.
Vicky · 16 September 2023
Agent replied · 12 June 2024
Dear Vicky,Thank you for sharing your feedback about your recent stay with us. We're pleased to hear that you had an overall great experience during your stay in our apartment.Your feedback is important to us, and we will take it into consideration to improve our services.If you decide to stay with us again in the future, please feel free to reach out if you have any specific requests or concerns, and we will do our best to accommodate them.Thank you for choosing City Relay, and we hope to host you again soon.Best regards,City Relay
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