5/5
GoogleExperience was very good. They were very flexible with our arrival by letting us drop off our luggage before the check in. Very responsive and helpful.
Trusted Agent profile Β· London
City Relay London reviews
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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.
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Reviews
Every review we hold for the London office, from every platform, shown as written. First names only.
Google5/5
GoogleAbsolutely fantastic accommodation. Spacious, clean, beautifully designed, and well-equipped. The location is ideal, and the view from the balcony is lovely. The support we received from our City Relay contact person, Akim Courail, was outstanding and highly appreciated. Any questions we had were answered promptly and professionally. We were truly happy and satisfied with our stay, feeling fortunate to have chosen this apartment, and we would love to stay here again in the future.
5/5
TrustpilotGreat location and comfortable
The flat was very comfortable and the location was great. Akim was helpful and supportive. I would definitely stay here again.
5/5
GoogleMy stay at this apartment was wonderful! Akim and his team were great. I would absolutely book with this company again.
4/5
TrustpilotOur stay in London was great
Our stay in London was great. We enjoyed the appartement very much. Spacious and well located, close to public transport.The City Relay team and specific Akim where very service minded. A great compliment for them.
1/5
TrustpilotBEWARE
BEWARE! Our daughter went to London in August, (2020) and stayed at a property advertised on AirBnb as a "Bright Earls Court Gem"-YURI and managed by City Relay. CR was very communicative with her prior to booking, told her there was a "good chance" for early check-in and even offered her a 200 pound discount if she booked directly through their site. (She inquired about a discount as she was mandated to quarantine for 2-weeks coming from the States.) However, once payment was received, it was radio silence. Right up until the day before leaving, she had no instructions and minimal contact information.After much effort, (and panic) CR responded via email and assured her of 'contactless' key access via a mailbox at their office. Our daughter arrived early the next morning and made her way over to the office location, which was closed. She proceeded to wait 4 HOURS, until a CR representative finally pulled up in a car, handed her a key and then drove off. She made her way to the flat, but needed to knock on every door of the building as the exact flat number was never communicated, nor was wifi information or any other pertinent details. Upon entering the flat, she was shocked at the actual condition vs the photos displayed online. The furnishing were old, stained, there was hair in the shower/on linens and every cupboard, drawer, closet in the place was completely full of clutter. The freezer and pantry were full and food was also left in the refridgerator.She made multiple attempts to try and contact someone, but response was heavily delayed. I managed to find a phone number and place a long distance call to the HQ on Portobello Rd. I explained everything that had happened and was told it would take "3-4 hours to sort out." In the meantime, I sent over photos of everything described above. Eventually, I did hear back from CR only to be told that the landlord "occasionally" stays in the unit, housekeeping had been in to clean and due to COVID/the 'safety' of their staff, they would not be able to send in a crew to re-clean/remove any of the clutter. (Apparently, the safety of our daughter and COVID was of no concern to them?) However, for our "inconvenience" they refunded us a token 50 pounds.Over the course of the next couple days, she discovered the oven was non-functioning, completely missing its knobs, (to which CR responded that they would "put in a request to maintenance and she could use the microwave that doubled as a convection oven instead.") Additionally, the kitchen was not well-equipped...having one small cutting board, (which split after one week of use) one 'sharp' knife, and only a few pots/pans in quasi acceptable condition.This unit lacks darkening shades, (hence the "bright" description??) and as we later learned, is infested with carpet moths. Which by the way, do a lot of damage to clothing! Reported moths to CR as well to which they thanked me for the update and plan to "report to the Housekeeping Team to see if these are in the flat."We are still puzzled as to how this company has so many wonderful reviews online, however, we have no plans to ever use them again!
Agent replied Β· 12 June 2024
Dear Deb in Texas,Thank you for sharing your feedback. First of all I would like to apologise for not meeting your expectations regarding your daughter's recent stay with us. Our aim is to provide the best service possible to all of our valued guests and we truly appreciate your opinion. Please allow me to react to a few points you brought up as we think that the review itself doesn't include every detail to understand the overall situation better.I was surprised to read that you think there was no communication from our side regarding the check-in. We have an automated check-in process which constantly sends you information about the different check-in options and times. On this form your daughter chose our reception check-in for 10 am. As the closest reception is closed due to Covid-19 we have informed her that it was going to be a lockbox check-in at the chosen time which was 10 am. Your daughter arrived that day at 8 am and sadly we hadn't been notified about the early arrival that's why we arranged the key to be placed in the lockbox for 10 am. Therefore your daughter met our driver whose task was to place the key in the lockbox.The flat is managed on behalf of the landlord who lives there when in London. I apologise that this was not clear however most of the flats advertised on airbnb are the same. As for the missing kitchen items our Housekeeping Team promptly delivered everything you requested. I also apologise that no one attended the flat personally however you indicated in the beginning that your daughter is in an actual quarantine there and given the fact that she couldn't leave the flat while someone goes there we couldn't send anyone as that is against the rules of quarantine. We are very fortunate to operate during these challenging times therefore we must respect the rules and any measures decided by the government.Additionally we are dismayed that we never had the chance to discuss this situation directly with your daughter who stayed in the flat. It is always faster and easier to resolve issues with the guest staying and who is in the same time zone. As this could have slowed down the communication between our Team and yourself. However I double checked and we responded to all your emails promptly and as fast as possible.If you would like to discuss this further or to give us a chance to show you the real City Relay experience on another occasion please do not hesitate to contact me directly at bernadett@cityrelay.com.Warm regards,BernadettGuest Relations Manager @ City Relay
5/5
TrustpilotWe had a great stay in London
We had a great stay in London, with check in and our stay was made so much easier by Akim who was our contact person. He was welcoming, friendly and so helpful. Akim was willing to go above and beyond to make sure our stay was as good as it could be. We would definitely come back again.
5/5
GoogleStayed at the two bed apartment just off Brick lane. It was great! Well equipped, clean and tidy. Considering the buzz of the area it was very quiet and peaceful, especially overnight. Great communications from City Relay team - clear, polite and timely - thank you for a great two night stay π β¦
Agent replied Β· 20 June 2024
Dear Jay, Thank you for taking the time to share your experience. We're delighted to hear that you had a great stay at the two-bedroom apartment. It's wonderful that you found it well-equipped, clean, and peaceful despite the vibrant area. We're pleased that our communication met your expectations, and we appreciate your kind words. If you ever plan to return to the area, we'd love to host you again. Best regards, City Relay
5/5
TrustpilotVery helpful management
Very helpful management, great place, everything was easy
5/5
GoogleSpacious and comfortable apartment close to all amenities and transport in the Chelsea area. Very good communication with management company.
5/5
TrustpilotGood experience
Very well organized and great location. Akim was very helpful and very professional in the way he handled things. Well done!
Agent replied Β· 12 June 2024
Dear Carlos, Thank you very much for your feedback and taking the time to leave a review. We are very happy you liked the property and we are looking forward to hosting you again in the future. Best regards, City Relay Team
5/5
TrustpilotWe had a great experience, 5*****
We had a great experience, the team at City Relais was very helpful, organised and helped us with our remote check in. The flat was impeccable and well equipped... 5* all the way!!
Agent replied Β· 12 June 2024
Thank you Tony, we're really pleased you enjoyed your stay. We hope to see you again.
5/5
TrustpilotAmazing communication, stylish apartment
Had a great stay! So great that we extended for another 5 nights (totaling 18 nights). This place is comfortable yet stylish. It feels large but intimate too. The perfect place to house my partner and I. While we did Experience some issues throughout our stay (courtyard was unkept upon arrival, electrical fuses blowing, WiFi down), the staff at City Relay (Clemence and Bernadett) were so caring, helpful and efficient in their replies that everything was always resolved quickly. I really commend them on their great communication! When our internet was down for four days, they credited us Β£10 per night, as well as sending out a handy man to set up a temporary WiFi router. We honestly had the best time and I would highly recommend staying here to any individual or couple. 5 stars!
Agent replied Β· 12 June 2024
Thank you so much for your kind review Jase. Apologies for the issues but it's great to see we were able to look after everything and ensure you had a great stay. We hope to see you again.
5/5
TrustpilotWe had a great stay in London
We had a great stay in London. Akin was very helpful. We would repeat with this company
Agent replied Β· 12 June 2024
Thank you for your review, Jose! We're thrilled to hear that you had a great stay in London and that Akim was able to assist you with everything you needed. We look forward to hosting you again in the future.
5/5
TrustpilotIt was a great stay in a greatβ¦
It was a great stay in a great location. Monica and Siobhan were super helpful
Agent replied Β· 12 June 2024
Dear Brunno,Thank you for taking the time to share your positive experience with us. We are glad to hear that you had a great stay and that you found our location to be great as well.Our team members Monica and Siobhan will be thrilled to hear that they were super helpful and made your stay even better.Thank you for choosing to stay with us and for giving us a great rating. We hope to have the pleasure of welcoming you back in the near future.- City Relay
5/5
TrustpilotAkim was very helpful in showing us howβ¦
Akim was very helpful in showing us how Bolt App worked in order to open Apartment door. He also came to Victoria Street and showed us how to get to Apartment. The reason was because all roads and footpaths were secured due to jubilee .This was really helpful. Thanks again. We enjoyed our stay.
4/5
GoogleCity Relay was very helpful, but I was frustrated that the notes on the apartment were sparse. Iβm not sure if thatβs the hosts responsibility or City Relay but there should have been a detailed binder or note on where things were stored, that the host leaves a suitcase in view, that there are finicky issues with the water etc. it wasnβt anything unmanageable in the long run but a binder would have made it all negligible
5/5
GoogleThe apartment in Acton was well appointed. Akim was extremely attentive and helped us with any queries we had in a very timely manner. Would definitely stay here again.
5/5
GoogleWe had a great time! The flat was beautiful and the location was stellar. Akim was super helpful in making sure our stay went well. Def recommend.
5/5
GoogleGreat apartment - neat, clean and extremely conveniently located. Staff were courteous and prompt, and services given by Akim was particularly noteworthy! Would love to stay again.
5/5
TrustpilotFantastic service by City Relay!
I had been nervous about renting out my flat for a while but once I started I couldnβt believe I hadnβt done it sooner. They have a great system, friendly team and are always quick to respond to any queries or concerns. As it is my only residence and I only rent it when I go on holiday it is particularly important to trust the team and I do, implicitly. Changing the dates when the flat is available is no problem, the cleaners leave the place spotless every time and while I havenβt had to make use of the maintenance service I have no doubt they would be wonderful too!I would really recommend talking to them if you are considering short term lets.
Agent replied Β· 12 June 2024
Thank you Ellie. It's great to hear you're so happy. We look forward to working with you for a long time.
5/5
TrustpilotThis week was realy great.
This week was realy great.Everything was perfectly organized by Akim Courail-Jones, since Check-in until check-out.
Agent replied Β· 12 June 2024
Hi David,It's great to hear that your week went well and that Akim provided excellent organization throughout your stay from check-in to check-out. Thank you for sharing your positive experience!
5/5
TrustpilotProfessional and responsive
Easy and reliable to pick up keys and in case of an issue responsive on the phone and sorted the issue quickly and effectively. Enjoyed the properties I stayed at - all very professional!
5/5
TrustpilotThank you Monica
It was all good, thank you Monica for your kindness! :)
Agent replied Β· 12 June 2024
Thank you for your feedback, Eda A! We're glad to hear that you had a good experience during your stay. Monica appreciates your kind words and is happy to have been of assistance. If you have any future travel plans, please don't hesitate to reach out. We look forward to welcoming you back!Best regards,City Relay
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