Trusted Agent profile · London
★★★★★
2,590 reviews across 2 platforms
10 Cromwell Place, South Kensington, London, SW7 2JN
City Relay's office in London, at 10 Cromwell Place, is rated 4.7 out of 5 across 2,590 reviews on two platforms, including 733 Google reviews rated 4.6.
Tell us what you need and we'll put you in touch. City Relay hasn't joined The Trusted Agent yet, so we'll pass your enquiry to them or to up to three other top-rated agents near London.
Every review we hold for the London office, from every platform, shown as written. First names only.
5/5
TrustpilotBRILLIANT LAST MINUTE SERVICE
Thank you to Miguel, Ana and Akim for allowing me to book this amazing property in Chelsea last minute. Thanks Ana for securing check in details with me and I was able to meet the City Relay Agent Akim minutes after closing hours due to traffic at the apt. Akim was brilliant and made sure everything was great when we were checking in, thanks. Great service. Highly recommended. Thanks guys ! Always a pleasure with City Relay.
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.
5/5
GoogleI had a lovely stay, the apartment was modern, very clean and had all of the amenities needed, if not more. It was like a home away from home. Check in details were easy to follow, I had no issues, although I’m sure if there was to be a problem City Relay would have it resolved quickly as I had great communication from/with them. I will definitely be booking again!
1/5
GoogleI rented an apartment Flat 2 /95 Priory Road, London. The apartment door locks were unsafe as 2 didn’t function-one showed evidence of the door being forced open/door frame broken and is unsafe . Equipment also faulty (washing machine-error , had to bail out water) low set heating and can’t close lounge door to retain heat .City Relay did not attend to these issues and expected me to check /fix heating by finding boiler etc . Simply sent messages “ we will expedite this issue” and did nothing .Very expensive and not as depicted/up to standard.Unsafe listing.
5/5
GoogleI had a wonderful stay at this spacious and beautifully decorated apartment. It was fully equipped with everything we could possibly need. The area was peaceful and picturesque, though there weren’t many shops nearby. The customer service was excellent, Akim from City Relay was very responsive and accommodating, always quick to answer any questions. The neighborhood felt safe and pleasant. The only downside was having to pick up and drop off the keys at a different location, but overall, a great experience!
5/5
GoogleSpacious flat for two couples, close to Victoria Station, terrific host!
5/5
GoogleThank you to the City relay team, especially Akim, for making our stay in London uncomplicated, the accommodation was ready, easily accessible, clean and in an excellent location. I would recommend this accommodation to my friends, or use it myself again in the future. Jitka, Slovakia
5/5
GoogleClean simple efficient flat on a quiet side street in an active neighborhood with plenty of food, beverage and grocery. Very convenient to multiple tube stops and just a short walk to Oxford street and beyond. Management of the property very responsive, thank you Akim Jones.
5/5
TrustpilotLondon June 2016
The Flat was clean and in great condition. The promotional materials regarding location and condition were accurate. City Relay staff are courteous and helpful. We arrived early and were able to leave our luggage at their office while we explored the area. I will use City Relay again the next time I travel to London.
Hello Don, thanks for leaving such a great review. We are happy to know that the apartment was convenient for you. We are also glad to read that you found our guest service helpful. All the team is always here to make sure that you have the best stay. We look forward to seeing you again!
5/5
GoogleThe location is excellent, above the supermarket and next to tube station
5/5
GoogleThe location was amazing, in the middle of Shoreditch. Clean, large apartment and great communication when needed from Akim and his team. The KeyNest pick up wasn’t convenient for departure and they easily swapped it for a place that was easier. Would definitely stay again
4/5
TrustpilotGood
The apartment looks exactly as in the pictures, nice area, close to various stores and metro, very good connection to the center. It was a little dirty ( dirty carpets and some cutlery ) the only quite significant problem was unplugged speakers to the projector so you could not watch anything because the sound did not work I wrote to the office they were supposed to fix it but in the end no one came and did nothing about it.
Dear Julia,Thank you for taking the time to leave us a review. We are glad to hear that you enjoyed the location of the apartment and that it met your expectations in terms of appearance. However, we apologize for any cleanliness issues you may have experienced during your stay. We will be sure to pass on your feedback to our housekeeping team to ensure that these issues are addressed going forward.We are also sorry to hear that the speakers to the projector were not working properly and that our team was unable to resolve the issue during your stay. We strive to provide excellent customer service and we regret that we fell short in this instance. We have taken note of your feedback and will work to improve our processes and communication in the future.We appreciate your feedback and hope that you will consider staying with us again in the future.Best regards,City Relay Team
1/5
TrustpilotA host's experience
A host's experienceI was a host for one stay at my house with City Relay. It had been agreed with the City Relay salesman the house price was to be £150/night, with the minimum set at £130/night.There was a 14 night booking, which I expected to realise £2,100 gross. I looked harder at the projected income from the rate arbitrarily given by City Relay and was disappointed to see it would be £84/ night. The guests damaged the window frame, left an indelible mark on the shower tray, and a stain on the carpet.The City Relay cleaning squad left food in the fridge - for 6 days - and didn't get around to cleaning very much, especially the kitchen floor. Today my invoice arrived showing the monies to be realised. From an expected £2,100, my take is £534. City Relay acknowledged the poor state of the clean, the fact their cleaners didn't report the damage about the broken window frame, or the indelible mark in the shower, or the loss of the four pillow protectors which have disappeared, and the overloaded washing machine with City Relay sheets and towels in, despite assurances they leave site and are professionally laundered. My advice to other hosts researching this company is to read the reviews properly, make sure you get written confirmation about the rates, what you can expect in remuneration, an example clean from the "highly trained" cleaners, and an inventory of how the house is prior to any rental so City Relay know what is and what is not damaged. All in all, my experience as a host has been expensive, disappointing, and not one I would repeat.
1/5
TrustpilotUnreachable
UnreachableI was a host, until I wrote this review. My house has been abused by City Relay.There are stains on the carpet.The shower tray has been left marked.The window frames have been damaged.Food has been left in the fridge for at least six days.The washing machine is being used for City Relay sheets, duvet covers and towels.The lights in the house were left on since the last guests checked out 6 days ago.The garden plants were left to wither and die.The bedroom pillows have no pillow protectors, preventing the worst of other peoples body stuff from reaching pillows that you all use. I called into the office on Portobello Road, London W11 because no one would answer the telephone, despite assurances on the City Relay website that the company is 24/7. When I left the office, I called the telephone again and still no one was answering.TrustPilot are likely not to publish this review, as they seldom publish bad reviews.You would be well advised to find an alternative.
5/5
GoogleHad a very pleasant stay. Akim was very helpful with any and all needs I had. Great location for transport, gym, groceries and entertainment .Will definitely book again.
Matt, thank you for taking the time to leave a review! We're delighted to hear that you had a very pleasant stay with us and that Akim was helpful in meeting your needs. We're also pleased to hear that the location was convenient for you, with easy access to transportation, gym, groceries, and entertainment. Thank you for choosing City Relay and we look forward to welcoming you back in the future!
5/5
TrustpilotCity Relay is a great host
City Relay is a great host, giving me a wonderful time in London. Apartment was as described, nice and clean. Communication and service were always nice and helpful. Thank you!
Thank you for sharing your positive experience with City Relay, Jens! We are glad to hear that you enjoyed your stay and found our apartment clean and as described. We appreciate your feedback and, we hope to have the pleasure of hosting you again in the future!
5/5
TrustpilotApartment in London city
The apartment was clean and matched the protostoria on the Website. Akim was always nice and very reactive in answering all my questions. The apartment is in a strategic area of London, with the Farringdon station reachable in few minutes walking.
5/5
TrustpilotI absolutely love partnering with…
I absolutely love partnering with CityRelay. From the first moment I reached out to them, their service has been exemplary. I knew that my freshly renovated flat would be in great hands with them. Their guests are polite and respectful within the property - I couldn’t be happier. Also the maintenance team they have is incredible. My apartment has always been spotless and little technical issue are swiftly addressed by their service team. I was so impressed. Overall I can warmly recommend to partner with CityRelay. I know that my premium property is in great hands with them plus I get a welcome side income while travelling. THANK YOU CityRelay!
Dear Matthaeus, Thank you for staying with us, it's been a pleasure hosting you and we look forward to host you again in the future!
5/5
GoogleApartment lived up to our expectations. Close to the train station and many shops. Agent Akim is super responsive and does not hesitate to answer our questions at any time. I recommend 100% for a future stay in London I will use the same agency.
1/5
GooglePLEASE DO NOT HOST WITH CITY RELAY YOU WILL REGRET THIS Please be aware that this is a real experience and live review of this marketed reputable company that allegedly host flats on AirBnB. After weeks of calling and emails I agreed to host with City relay, please do not follow my mistake 1- I was initially informed the on boarding process was going to take very few days, but then was delayed again and again due to photography delays and was charged extra and took a whole 2 weeks!! 2- Cleaner on first clean of the flat took out the garbage and threw it on the road (appalling) despite directions to the bin and I was fined 200 pounds which they had no choice to refund me 3- Pricing was controlled by them and they never updated me to the prices and the flat was being rented out for much cheaper than I was promised initially and then they agreed to reduce commission in realisation how I was misinformed 4- I found out from neighbours that some of the people staying were roaming around the building knocking on other doors despite being promised a precise check in process 5- Renting the flat to fraud clients and they actually checked into the flat, only then that city relay realised and asked them to just simply leave the flat without an appropriate check out process and when I went later to the flat that day, the doors to the flat was wide open and noone had shut or locked the door and noone bothered to go and check on the flat to make sure that everything was ok in the flat!!! (Unacceptable) after which I was called by the director to apologise profusely 6- After deciding to leave city relay, I asked for the keys to be ready to pick up which I was assured of. I sent someone to pick up the keys to find out the keys were NOT assembled in the same place as informed and delayed the flat to be rented out again for longer time as well!! Overall this is an appalling service and very careless and they dont really care about the host or his property. PLEASE DO NOT USE CITYRELAY OTHERWISE YOU WILL REGRET THIS!!!
2/5
GoogleI used City relay as a host and I chose them because they didn't use a 'key box' like other agencies and they charged 18% rather than 20%. The problems with them started from the outset. I stated I didn't want the property let out for any less than a certain amount. They began letting the property for £30 per night less than I had stated which was ridiculously low for the area. I also had them exclude a clause from their contract which allowed them to conduct repairs without my permission- no chance, thats basically writing themselves a blank cheque. Despite this, they did this many times and I would only find out when looking at my monthly statement. 'Deducted £50 because person could not work out how to get into flat.' Isn't that what I pay you 18% for? To advertise and provide access? That was when I found out that they make guests go to their office to collect the keys and its an extra charge to be met at the property. I got so fed up of them taking my money for 'repairs' which I had not authorised that I pulled my property from their agency. They constantly lump on extra charges (the hoover broke, a replacement, which was a small handheld was sent to their office. They go there to clean anyway in a van and wanted to charge me £30 to take the hoover 1.4 miles from their office to the flat.) I was charged a £25 plus postage fee to have my keys sent back to me. They also do not look after your property well enough. They state they do but when items went missing in my flat they said 'we don't send the same cleaner all the time and we don't take any kind of inventory so it's not our problem.' Sorry, I thought you treated the flat 'like your own'? And does it have to get to the stage where the coffee machine, ornaments, cushions, vases go missing before you start to realise? I wouldn't recommend this agency at all. I only gave them 2 stars because the flat was always spotless so there cleaning team is great at least!
1/5
GoogleSo unprofessional!! I booked an apartment (Kempsford Garden), but the booking procedures were too complicated and long, I agreed with them to meet at the apartment location to take the keys but they changed their minds last minute and when we went to meet the lady at the office like she instructed, she wasn’t there and her colleagues there didn’t even know who she was!! The location was basically the only good thing about the apartment. It wasn’t cheap at all and for what we paid, we expected at least for it to be clean! Extra issues: 1. It was moldy (the bedrooms), 2. There was hair on the beds, 3. The floor rugs were very old and full of stains, 4. The heaters were not working, it was very cold at night. 5. WiFi didn’t work which prohibited us from working on our laptops or connecting our phones. 6. The sofa had a lot of stains also which we had to cover by a bed sheet just to be able to sit on. Also Since I can't reply to City Relay's reply to my above message (thanks Google!!) I will post my reply here: I'm glad I actually got some attention from you guys bit it seems like you didn't get the story right. I'm very surprised that you are unaware of all my previous emails regarding the housekeeping and the very bad condition the flat was in. I still have all my correspondents with your colleague Evangelia and I can forward them to you if you wish. It listed out everything I mentioned in my Google Map rating plus one that I forgot to mention, which was that the TV wasn't working as well. As for the check in. it wasn't as issue of an early chekin at all or a case of your staff being busy, your staff member caroline agreed two days before we arrived to meet us at the flat and I reminded her on whatsapp and via email one day before and also on the same day of the arrival. It was very crucial for us to meet at the flat location because we had four large suitcases with us and you can't expect us to walk the streets from your office to the flat in the rain plus the distance was too short for any Uber to accept it. Besides that, the real dilemma was when my cousin went to the office and your staff there told him: ''We don't have anyone working with us in the name of Caroline!!!''
5/5
TrustpilotAkim and his team were excellent
Akim and his team were excellent. Everything was in order and worked well. Location was perfect. I will be back again.
Dear Wolf,Thank you for choosing to stay with us and for your kind words regarding Akim and our team! We're thrilled to hear that everything met your expectations, and you found our location to be perfect for your needs. Your feedback means a lot to us, and we're delighted that you're considering another visit.We look forward to welcoming you back soon for another enjoyable stay!Best regards,City Relay
5/5
TrustpilotGreat central location with clear and…
Great central location with clear and easy access to transport, restaurants, bars, entertainment, parks etc Any questions were answered quickly. Very efficient.
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Tell us what you need and we'll put you in touch. City Relay hasn't joined The Trusted Agent yet, so we'll pass your enquiry to them or to up to three other top-rated agents near London.
