City Relay London reviews

★★★★★ 3/5

Google

Edit: a friendly member of the City Relay team has since offered a partial refund / discount for the inconvenience and apologised. It doesn’t fix the issues we experienced checking in or our need to book a hotel for the night, but at least they made an effort since. On the plus side, the room is very nice once clean!, , , , , , An absolute nightmare experience so far. Booked a place managed by them through Airbnb. Firstly they never sent me the code to get into the main door for the building and was waiting 20 minutes for them to figure it out. Even worse, when we finally got in the flat (one hour after our check-in time), it was absolutely disgusting from the previous guest and had not been cleaned at all (see photos). Writing this as we are still sitting on the stairs of the building, with no place to go and all of our luggage, waiting for them to resolve. I would avoid any property managed by City Relay at all costs.

Jake · 26 July 2023

★★★★★ 4/5

Trustpilot

Beautiful apartment in a good location

Very tidy and lovely apartment equipped with everything you need. The apartment was immaculately clean, and the team of City Relay was super friendly and helpful.Only regret we had was not knowing from the start that an additional GBP 50 had to be paid for late check-in (after office hours of City Relay) as self-check option was not there.We had informed the team that we would be arriving at the agreed time but still the concerned person did not arrive on time and was little late.So it does not justify us paying the extra GBP 50 when the team member himself was not on time to check us in.Overall stay was quite comfortable!

SS · 26 July 2023

★★★★★ 5/5

Google

A great service all round. Highly receptive team responsed to all queries instantly and the flat was perfect and exactly as we needed.

Oliv · 12 August 2026

★★★★★ 5/5

Trustpilot

Love the place the host , Amazing Experience!!

I went to London with my girl friends earlier in July, and was stressed about early arrival as our flights were arriving in London at 7am. The guest services representative from this company reached out after I filled in my arrival details, and offered me early check in at no additional cost. During my arrival they reached out on WhatsApp which made it easy to communicate that one of their team members will be waiting for me to get there for the showing and letting me in. We got there an hour later than agreed but they were patient and kind enough. During the stay they made themselves available incase of any questions, and made the check out process super easy! The house we stayed was very well maintained, clean towels, sheets and the place was amazing! We loved the place and would go back again!

Beatrice · 24 July 2023

★★★★★ 5/5

Trustpilot

Stylish Chelsea Flat

I wanted to give my brother a surprise since he is a huge Chelsea fan, so I decided to spoil him and booked a property through City Relay, knowing they offer beautiful accommodations. It turned out to be the perfect property situated on Redcliff Road in the heart of Chelsea. The entire process, from booking the property to being checked in by an agent, was seamless. The property was well cleaned, and all the amenities like coffee pods, tea, water, etc. were provided. The experience throughout our stay was nothing short of amazing. It has been one of my best stays ever. Thank you, City Relay!

Arnaud · 23 July 2023

★★★★★ 5/5

Trustpilot

Nice experience

Nice experience, the flat was very cozy and modern. For those who want a more central location, the flat is far away but there is a metro station nearby. The customer service was very good, Akim was very helpful, kind and fast.

Eduardo · 14 October 2024

★★★★★ 5/5

Trustpilot

Outstanding service

I stayed in an Airbnb flat managed by City Rental. The service was really outstanding. A previous Airbnb booking had cancelled on me at the last minute and I was very stressed about finding a new place quickly. Akim and Matilde were extremely responsive (even messaging me back late on a Saturday night) and very friendly and helpful. They really went out of their way to help me sort things out with Airbnb and get the apartment ready for me on short notice. The apartment itself was just as advertised and very nice, clean and well set-up. I had all the information I needed to make the stay very convenient and easy. I will definitely look for their apartments again next time.

Megan · 9 October 2021

★★★★★ 4/5

Trustpilot

It was a positive experience renting out our flat.

It was a positive experience renting our flat out with City Relay. Whilst there were some initial communication glitches,once we were up on the booking platform, the service was quick and responsive. The booking process and payment were straightforward. The TV and fan in the bathroom, which needed attention to work properly, were quickly and effectively handled. Thank you to Oona and Claudia for your helpful and responsive management. We found the flat very clean and nicely organised when we returned.

Adam · 8 October 2021

★★★★★ 5/5

Google

We really enjoyed the area the apartment was in and Akim was a great host. Very attentive and responsive. The beds need to be replaced, as the springs were a bit annoying to sleep on, but overall, it was the perfect size for a family of four and we would stay again.

Andrea · 21 April 2024

★★★★★ 3/5

Trustpilot

Lack of air con spoils otherwise excellent studios, good location

Philbeach Garden Rooms, Earl’s Court, LondonI’ve stayed at this hotel several times over the past few years, and I keep going back for two key reasons: (1) the price is very reasonable for a location close to the Tube and only 15-20 mins into the West End;(2) the studio-style rooms are generally modern and come with a really useful kitchen (fridge / microwave / sink). However, there is one seriously major downside: the lack of air conditioning (not even fans provided on the occasions I’ve been). Rooms on all floors (yes, I’ve stayed in the singles, doubles, kings, in the main and second building) get warm-to-unbearably hot depending on the time of the year / weather. Also, the self-checkin needs to be simplified. I think I received more than 15 emails from the hotel between the time of booking to arrival day / checkout. Way too many guys! Sort those two things out and I’d have no problem giving a 4-5 star review. As it is, only 2-3 stars.

David · 15 July 2023

★★★★★ 5/5

Trustpilot

City Relay were beyond accommodating…

City Relay were beyond accommodating and helpful throughout my stay at one of their properties and communications were very clear. They responded quickly when i reached out to them and gave me precise information. An example of this was when I had ordered a package to the location prior to my stay but had an issue with the sender of my package in locating it upon arrival. However, the staff at City Relay went above and beyond to help me locate it as quickly as possible (Special mention to Matilde who was very patient with me). Overall a great experience and will definitely stay at one of their properties again in the future. Thank you City Relay!

Mira · 24 September 2021

★★★★★ 5/5

Trustpilot

Great experience with our city relay…

Great experience with our city relay Airbnb. Great location, beautifully furnished, and clean. I could text the team via what’s app with any questions and they were answered almost instantaneously. Special thanks to Akim for coordinating our stay and making sure everything was easy for us!

Nora · 4 August 2024

★★★★★ 5/5

Google

Very very good. Spacious and welcoming apartment. The key must be picked up at a metro stop. When we arrived in front of the apartment we realized that we had not been given the door opening code and we immediately requested it via WhatsApp. The staff responds to messages within minutes. Akim is kind and helpful

Paolo · 22 January 2024

★★★★★ 5/5

Trustpilot

Quirky clean accomodation

Lovely accomodation, not quite a hotel in the traditional sense, conveniently located to tube, Earls Court, bus stops to town - 74. Friendly helpful reception. It wasnt 24 hour reception, but that was not an issue, we had whatsapp communication, which was responsive. Room on Warwick rd was well appointed, fan provided at request (Siobhan very helpful). I had seen some reviews about noise etc, but this is a big city, of course there is noise, none of it was from inside the hotel, and it wasnt that bad. Our room, although tight, had minifridge, microwave, drinking water, coffee/tea, I would def stay again. Thank you.

Eidin · 9 July 2023

★★★★★ 5/5

Google

Thank you to City Relay and Akim for our wanderful stay in London! Everything was perfect in Cozy Maisonette in Carmel Court. We appreciated a lot your lovely house. Reastaurants, bar, underground, everything so close to us. We spent a wandeful holidays. Thanks a lot

Valeria · 19 August 2024

★★★★★ 4/5

Trustpilot

Roland from City Relay has been…

Roland from City Relay has been flexible and efficient when handling and agreeing on my moving out date and I was happy that the refund of my deposit was handled swiftly.

Martina · 11 June 2026

★★★★★ 5/5

Trustpilot

Flat well situated close to Olympia.

Flat well situated close to Olympia Exhibition center. Big enough and nice to have a small outside garden area. Even have a bathtube. A real bonus in London lol. Needs a TV and a microwave to be absolutely perfect.Thanks Akim for your messages and you disposal. Hope to come over again next year.

Jesse · 18 March 2024

★★★★★ 5/5

Trustpilot

It is a very good property

It is a very good property, recently refurbished, clean and high standards and well located. Trust me, I visited few studios on the market and they were disgusting!!The concierge service and the help to move in were very appreciated and good. The service is very professional.A special mention to Callum, always very polite and helpful

C · 23 August 2019

★★★★★ 5/5

Trustpilot

City Relay and Akim did great!

Akim was very helpful for my last minute check in with City Relay. He gave a great welcome to the flat, and overall the company accommodated my request in a timely and smooth manner! Although there was a slight miscommunication with the check-in team, Akim was great once I arrived and also sorted the two things that still needed to be fixed in the flat ASAP in the same day! I could tell it was his priority to make the experience good, even though it wasnt urgent. The flat is amazing and has everything I need. Thanks team!

Cassandra · 9 August 2021

★★★★★ 5/5

Trustpilot

City Relay Host

I'm a host with City Relay. They are fantastic at managing my property, thoroughly recommend. They go above and beyond to resolve guest issues and give a premium experience, unlike some other short let management companies I have used in the past. Oona is my property manager and is always very polite and friendly. She is always very communicative and helpful when inevitable issues arise. Akim was recently very helpful in resolving the wifi being down. He was communicative and fixed the issue quickly to the guest's delight. City Relay are an excellent team!

Ben · 4 August 2021

★★★★★ 4/5

Google

12 hours of being locked out an apartment (due to a faulty lock) near Bethnal Green and being passed around from person to person in between and no one was able to deal with an emergency issue. After spending the night in the hotel nearby the maintenance man arrived an hour and a half late and got us in, he was the loveliest and most helpful human. UPDATE: City Relay apologized, repaired the lock and gave a two night refund as compensation. They also promised to fix their emergency procedures. Location, flat and building is great, secure and lovely, water pressure is the best! However the flat could do with some minor maintenance (taps, handles and faucets in the bath and shower leaky and fall off) + the boiler stops producing hot water after filling up 1/3 of the bath, which makes it tricky to have a hot bath. Shower doesn’t drain well and fills up, threatening to leak and overspill. Some blinds or curtains in the living room and kitchen would provide an option for privacy from neighbors.

Indre · 21 June 2023

★★★★★ 1/5

Google

Very expensive for the unit we got. We requested multiple times a an office chair for the desk that was in the unit, and our request was never really acknowledge, it was really passed over and ignored. I had made it very clear in our request for the unit that we were working remotely, and so a suitable working space was important. The unit was not well stocked, we had to buy many things for the unit. Would not recommend or stay again. Definitely overpaid for what we got.

Lindsay · 21 June 2023

★★★★★ 5/5

Google

When I arrived, I was greeted by a lady to show me the door locks and a few other things in the apartment. The place was very clean and was equipped with most of the things I needed during the stay. Also it is ideally located by Kensington Hight Street with many shops, cafes, restaurants and parks. I did have a few issues, however I was able to communicate a member of City Relay to resolve them. Overall I really enjoyed the stay. Highly recommended. Mayumi

M · 21 June 2023

★★★★★ 3/5

Google

Edit: After returning to Greece the City Relay agency contacted me to remedy the situation. They proposed to refund 50% of the first night that we stayed in the apartment and they were very apologetic about the inconvenience! All in all, I have to give them credit about their effort... -- -- -- Totally inconsiderate management! Details: Hot water was not working in the apartment since the first day. We tried contacting City Relay around 18:00 on a Thursday but with no success (email, WhatsApp, and 2 phone numbers). They finally responded after 2 hours and their answer was to restart the electricity of the apartment, which did not help. After informing them that the issue was not resolved they told us to wait for a call, which never came. The next day around 09:00 we had to call and text them again. They called 13:00 that the solution was to send a plumber in the afternoon between 15:00 and 18:00. I had to call them at 19:30 to be informed that they could not fix the issue until Monday. The solution offered was to relocate us from Westminster to Earl's Court without a partial refund, which I specifically asked for and got rejected. We even proposed to stay in the booked apartment without hot water for 2 days (in order to not to ruin our trip's schedule) with a partial refund and got rejected. Finally, we requested a full refund for the rest of the days in order to book an equivalent apartment in Russel Square for less than the refund. Unbelievable! I have to highlight that the woman I was in contact with on he last day (Friday) was very professional and understanding. The issue was the inconsiderate decision making of the management team, which never offered a reasonable solution to our issue.

Stylianos · 21 June 2023