Every review we hold for the London office, from every platform, shown as written. First names only.
★★★★★ 4/5
TrustpilotPretty good experience overall
Pretty good experience overall. The team was responsive and able to address anything that came up.Being met at the property upon check-in was both good and bad. I understand it's in the owner's interest to have this, though it did add a bit of pressure to give reasonably accurate arrival times (even though City Relay were good about it and flexible) which is hard coming from a long-haul flight. The checkout for our particular property usually involved taking the keys a 20 min walk, though after contacting the team, they said I could drop it in the mailbox, or they could have had someone meet us at the property (though we didn't have an exact departure time either). I don't think anyone should ever have to go that far for a checkout.The quality of the essentials could also be improved. e.g. toilet paper, hand towels, linen... and also not enough supplied for a longer stay. I understand most of the time (not just limited to this stay) there's only enough supplied for the start of the stay, but I feel these aren't a huge cost to make sure there's a decent surplus. Not a great more in cost to get quality things for a large impact on satisfaction.
James · 15 May 2023
Agent replied · 12 June 2024
Dear James,Thank you for taking the time to provide feedback on your recent stay. We're glad to hear that you had a pretty good experience overall and that our team was responsive and able to address any issues that arose during your stay.We apologize for any inconvenience you experienced regarding the check-in and check-out processes. We understand that the need to provide arrival and departure times can be challenging, especially after a long-haul flight. We appreciate your understanding and flexibility in this matter. We will review our procedures to see if we can make these processes more convenient for our guests.Regarding the quality and quantity of essential items, we apologize if they did not meet your expectations. Thank you for bringing this to our attention. We will assess our inventory levels and ensure that an adequate supply of essentials is provided for longer stays. We appreciate your feedback as it helps us improve our services. If there's anything else you'd like to share or if there's anything else we can assist you with, please don't hesitate to contact us.Thank you for choosing our property, and we hope to have the opportunity to host you again in the future.Best regards,City Relay
★★★★★ 5/5
TrustpilotAkim has been super enthusiastic
Akim has been super enthusiastic, professional and personable throughout the entire process, going above and beyond. I’ve really enjoyed working with him and have been impressed by City Relay.
Anup · 8 August 2023
Agent replied · 12 June 2024
Dear Anup,Thank you so much for your kind words and positive feedback. We're thrilled to hear that Akim's enthusiasm, professionalism, and personable approach have made your experience exceptional. Your appreciation means a lot to us, and we're glad to have been able to assist you.We look forward to the opportunity to welcome you back in the future and continue providing you with excellent service.Best regards,City Relay
★★★★★ 5/5
TrustpilotWe had a great 5 day stay at a Kilmuir…
We had a great 5 day stay at a Kilmuir House. Every our question was answered in few hours. Special thank you for Akim and his team. Location was perfect for our short trip. We had all we needed in apartment. Recommend this experience.
Inga · 3 August 2024
★★★★★ 5/5
GoogleI had an amazing time in the apartment, ths apartment was clean and full of Service the kitchen was clean and has everything I need and the heating system was perfect, I would like to thank Akim and City Relay team they are with me through my journey.
الوزير · 21 May 2024
★★★★★ 4/5
GoogleWe were in London for a conference and really enjoyed our stay in a City Relay accommodation near Sloane Square. The City Relay team around Akim were easy to contact and made our stay enjoyable. You can explore the city on foot or with the nearby public transportation.
Dominik · 21 May 2024
★★★★★ 5/5
GoogleVery enjoyable stay in one of the best areas of London. The apartment was spacious and well-equipped. A special thanks to Akim Courail-Jones who promptly attended to a few things that needed to be solved and made sure that our stay was comfortable. Superb communication at all times!
Natasha · 21 May 2024
★★★★★ 5/5
TrustpilotShort term letting
I have recently planned to list my flat for short term let’s with city relay ! Akim Courail has been a great first contact. Personable and knowledgeable.
Azam · 21 September 2023
Agent replied · 12 June 2024
Thank you very much for taking the time to leave a review! Akim is one of our best team members and we are very proud of him for helping our customers and providing good service!
★★★★★ 5/5
TrustpilotExcellent Corporation!
Home was very clean and perfect location. Also, I want to inform you that Mr Akim has given us excellent corporation. Everything was very well. If I make a plan again, I will check your home firstly. Thank you.
Betul · 18 October 2024
★★★★★ 5/5
GoogleEach staff member with whom we interacted was helpful and knowledgeable, particularly Akim. The team works as a well-oiled machine to PROMPTLY resolve issues and answer questions. We’ve had a wonderful time exploring the London with the help and advice of the Relay team.
Rebecca · 27 July 2024
★★★★★ 5/5
GoogleEasy check-in, great apartment, super clean. Will definitely stay there again.
Abanoub · 9 October 2026
★★★★★ 5/5
TrustpilotReally good stay
Really good stay, with good communication throughout. The apartment was great as well
Paul · 26 September 2026
★★★★★ 5/5
TrustpilotVery happy with City Relay and agent Eleni Grigoriadou
The City Relay team is very professional and I would definitely recommend them to anyone looking to rent a place in London. I would like to thank Eleni Grigoriadou for all the help and support she offered me while trying to renew my contract for the place I live in. She has been very professional, kind, understanding, helpful and reliable. Our communication has been excellent and very efficient. Thank you Eleni!
Charis · 13 August 2022
★★★★★ 5/5
TrustpilotVery inclusive
HiAs a landlord with a notable disability (profoundly deaf), it was very helpful to have someone dealing with me who understood the importance of lipreading and being clear. Not only was Katie Evans very obliging/helpful, she checked in with me at the end of our (long) conversation, to see that how the dialogue had been at my end, and whether everything had been clear. Felt good. Very inclusive, and impressive awareness. Thank-youBest regardsGraham Turner
Graham · 4 October 2023
Agent replied · 12 June 2024
Dear Graham,Thank you for sharing your experience with us, and we greatly appreciate your feedback. We are pleased to hear that your interaction with Katie was both helpful and inclusive, ensuring clear communication throughout your conversation. If you have any further questions or need assistance in the future, please don't hesitate to reach out. Your satisfaction is our priority.Best regards,City Relay
★★★★★ 1/5
GoogleAbsolutely lowest marks for integrity, worst customer service, & provided a unit that was unclean(food still in pantry for instance), poor air quality/mold which made both my wife & I sick, & seedy furniture …..it was not up to reasonable inhabitable stds
Be aware of this company, its ethics, & it’s managed properties which are subpar
Jim · 22 September 2024
Agent replied · 22 October 2024
Dear Jim,
Thank you for your feedback.
We take all guest concerns very seriously. After you reported issues regarding mold and cleanliness, we promptly conducted a thorough inspection of the property, and no evidence of mold or poor air quality was found. Additionally, the guests who stayed after your departure did not report any problems with the unit.
While we strive to ensure every stay meets our high standards, we regret that you were not satisfied. However, we stand by the cleanliness and quality of our property and are always available to address any concerns during the stay. As a company, we are committed to maintaining integrity and providing a positive experience for all our guests.
Best regards,
City Relay
★★★★★ 5/5
TrustpilotI have had a great experience with City…
I have had a great experience with City Relay. I just renewed my lease for another year, and Sophie and Callum made the process very easy and convenient for me. Sophie is always quick to reply to my emails, answering any questions I have, and helping with the maintenance of my flat.
Maggie · 11 November 2019
Agent replied · 12 June 2024
Hi Maggie, I'm pleased to hear Callum and Sophie have been so helpful in managing your flat and providing such a great service. The whole team are pleased to have you on board!
★★★★★ 4/5
TrustpilotAlmost perfect
The apartment is nice and clean, good location, close to the train station, buses, restaurants and walking distance to many places you might want to visit. Just 30 min to Tate Museum, Globe Theater etc. Almost PERFECT!Why not five?We didn't have internet connection for one day. The office replyed quick but with no luck and when they finally sent someone to fix it, the guy discovered they kept giving us the wrong password :-( Then we had water dripping from the bathroom window frame.But the worst part occurred during our check out. They said there was nobody available to pick up the key from the apartment so instead we had to walk 15 minutes to drop them off, in the heavy rain. Not a good expierence just before a long flight.
Agata · 10 April 2023
Agent replied · 12 June 2024
Dear Agata and Anna,Thank you for taking the time to share your experience with us. We are pleased to hear that you found the apartment nice and clean with a great location that was close to many places of interest.We apologize for the inconvenience caused by the internet connection issues and the water dripping from the bathroom window frame. We understand that these situations can be frustrating and we will take steps to ensure that they are addressed promptly in the future.Regarding your check-out experience, we are sorry to hear that we were unable to arrange for someone to pick up the key from the apartment. We will work to improve our communication and coordination to ensure that such issues do not occur in the future.Thank you for choosing our company for your accommodation needs and we hope to have the opportunity to serve you again in the future.Best regards,City Relay
★★★★★ 5/5
GoogleExcellent location, close to the underground, with many restaurants and markets..... In the apartment you will find everything you need, very clean, quiet typical English neighborhood. Our host, Akim from City
Relay, very jumpy and ready to help you with everything you want.
I highly recommend this property, trust Mr. Akim Courail-Jones and you won't regret it.
We will gladly come back here!
Nicodim · 21 May 2024
Agent replied · 20 June 2024
Dear Nicodim,
Thank you for your kind words! We're thrilled to hear that you enjoyed your stay with us. Looking forward to welcoming you back soon!
City Relay
★★★★★ 5/5
TrustpilotGreat stay
It was a great stay, no issues with the apartment. Clean and tidy. It is close to the trains but that was actually a nice view to watch them go by. If you’re an extremely light sleeper you may have trouble with the noise. Great location. A 5 minute walk way from Tower Hill and Fenchurch street. Close to Aldgate and Liverpool Street so great if you enjoy walking to places. Had an amazing stay and would certainly recommend especially for the low price. :)
Cherelle · 6 April 2023
Agent replied · 12 June 2024
Dear Cherelle,Thank you for taking the time to leave a review of your recent stay with us. We are glad to hear that you had a great stay and that there were no issues with the apartment. We are pleased to know that you found the apartment to be clean and tidy. We are also pleased to hear that you found the location to be great, with easy access to nearby attractions :)Thank you for recommending our apartment and for highlighting the low price, which we strive to offer while still providing a comfortable and enjoyable stay for our guests.We hope to have the opportunity to welcome you back in the future.Best regards, City Relay
★★★★★ 5/5
TrustpilotJust started with City Relay
Just started with City Relay. The whole onboarding experience was made incredibly easy by the wonderful Melissa. I'm looking forward to working with her colleagues going forward!
Jacob · 19 June 2026
★★★★★ 5/5
TrustpilotLong term rent
Best renting agency I have been lucky to come across in London! City Relay has helped me to settle into one of their properties on Earl’s Court and I have stayed there for more than a year - high quality studio with an excellent location and great value for money. Excellent team of professionals - always there to act upon your needs straight away, making sure your renting experience is as smooth as possible. A special thank you to Alice, Calum and Henry who have been always very helpful and responsive!
Nicole · 11 January 2021
★★★★★ 5/5
GoogleThe team was so helpful and our property was in an amazing location!
Elle · 21 September 2026
★★★★★ 5/5
TrustpilotQuick and efficient
We recently rented a property in London and it was managed by City Relay. Our rep Akim was very responsive and quick to help us out when needed. Due to his responsiveness we would definitely rent a property managed by them again.
Samuel · 14 August 2024
★★★★★ 5/5
TrustpilotGreat experience
My experience with city relay was perfect : great apparement, clean, spacious, well equipped. The communication with City relay for check in, check out and possible issues during the stay is impeccable. Special mention to Ana Bernardino and Clemence, who were lovely and very helpful. Only problem was with the wifi, that stoped working for the last 5 days of my stay, but Ana did her best and found an alternative solution for me.I recommend both the apartment near chiswick park and city relay!
Nathalie · 19 December 2020
★★★★★ 5/5
TrustpilotStress-free long-term let
We have recently used City Relay for a long-term let of a two bed flat in Fulham and the team were such a refreshing change from the usual London letting agents. They were extremely efficient, lovely to deal with and the property we rented was maintained to a high standard. Any issues during our time were dealt with promptly, however minor and the final checkout procedure was easy and quick. I would not hesitate to use them again and recommend them to friends.
Debbie · 16 December 2020
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.
