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.
Trusted Agent profile · London
City Relay London reviews
★★★★★
2,595 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 2,595 reviews on two platforms, including 738 Google reviews rated 4.6.
Reviews
Every review we hold for the London office, from every platform, shown as written. First names only.
Google5/5
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 · 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
TrustpilotAbsolutely a perfect host
Absolutely a perfect host. Everything was in order. A nice and very clean flat. Good service and even a good red wine was welcoming you at your arrival. Will definitely use city Relay Again.
Agent replied · 12 June 2024
Hi Erik, we're so happy you enjoyed your stay with us and thanks for taking the time to leave such a kind review. Have a great day! City Relay
5/5
TrustpilotThank you Monica
It was all good, thank you Monica for your kindness! :)
Agent replied · 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
5/5
Trustpilot100% Organization, Quality service, Excellence
I would say that City Relay achieved the excellence in terms of property management, always providing the best services in terms of short and long let, personalized service to Landlords who chose City Relay to manage their properties, best Hoosekeeping services that I've ever seen, really foucused on details I had a pleasure to be part of it's team before the pandemic, I felt supported by all staff, all teams and Monika a person who definitely knows how to lead and motivate a team to achieve goals. City Relay makes the difference between the others.
Agent replied · 12 June 2024
Thank you Eric. We're all very proud of Monika and the whole team.
1/5
TrustpilotTerrible Service for Hosts
Beware landlords! **City Relay took down my previous review because it was unfavourable - Trustpilot please make sure that you do not filter for only favourable reviews else it makes a mockery of your existance!**Terrible experience having CityRelay manage my property. After a shiny sales experience the actual management of a property is awful. They take no responsibility to check whether damages have been made following a guest's stay which is incredible given the charges they apply to "manage" your property and deposit they take. In addition they try to overcharge you for extra services that are completely unnecessary (for example they wanted to charge me to deep clean an oven that had never been used etc). When challenged on any issues, they are defensive and unsupportive and my lovely flat has so many damages now which they refuse to take any responsibility for. There are many more professional outfits out there so I recommend to stay clear of this one.
Agent replied · 12 June 2024
We're really sorry you've had this experience. I can assure you that we don't remove negative reviews - we are keen to hear the good and the bad. We hold ourselves to the highest standards and that is why our reviews are the strongest in the industry, but in this case it seems we've let you down. Our Managing Director would love to talk to you to see what we can do to fix this for you. If you email us to let us know a good time he will be happy to call you.
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!
4/5
TrustpilotVery good experience…
Very good experience everything great good location Sri was really helpful at the reception desk.
Agent replied · 12 June 2024
Dear Mehdi, thank you very much for your comment, we really appreciate it!
5/5
GoogleWe enjoyed our stay, the place is beautiful, clean and the customer service is excellent in dealing with us, especially Nick.
5/5
TrustpilotVery good service
Very good service, fast reaction to every question, flexible attitude, try to find the solution which will suit the client. Akim was very supportive.
5/5
TrustpilotFriendly!
Receptionists Sri, Monica, Siobhan were very friendly with us :-)
Agent replied · 12 June 2024
Dear Geovanna,Thank you for your kind review. We're delighted to hear that our receptionists, Sri, Monica, and Siobhan, were friendly and provided you with a warm and welcoming experience.We believe that a friendly and helpful team is essential to ensuring our guests have a pleasant stay, and we're glad that they made your stay enjoyable.If you plan to visit London again, we'd be more than happy to welcome you back and continue providing you with a friendly and delightful experience.Best regards,City Relay
5/5
GoogleHad some issues when checking in, but they were resolved very swiflty despite the effort it must have involved, quite late in the evening. After that, had five very enjoyable weeks staying here.
5/5
TrustpilotGreat experience in London
Wonderful stay in beautiful unit in desirable area with everything from the train to restaurants cafes and shopping at your fingertips. Communication with city relay was easy friendly professional and very quick to respond which helped plan our time there . Special thanks to Em, Tanja & Akim from city relay for the help and assistance. Will definitely use city relay again and highly recommend them and their properties
5/5
TrustpilotOn our arrival Siobhan was ever so…
On our arrival Siobhan was ever so helpful. Great location and nice stay.
Agent replied · 12 June 2024
Dear S. Bretschneider,Thank you for taking the time to leave us a review. We are thrilled to hear that Siobhan was able to provide you with great service and that you enjoyed your stay with us. Our team always strives to provide the best possible experience for our guests, and we are glad that we were able to make your stay a pleasant one. We hope to have the pleasure of hosting you again in the future.Best regards,City Relay
1/5
GoogleA complete nightmare, do not recommend!!!!! When logistics failed us (the pick up location for our flat key closed 1/4 hr early!!!!) there was virtually no support. No 2nd key. Spent most of the night on the street, 4 adults of which were 3 senior citizens and 7 suitcases.
Agent replied · 20 June 2024
Hello Ej We sincerely apologise for the challenges you encountered during your stay and appreciate you sharing your feedback. We understand the frustration caused by the logistics hiccup and the unexpected early closure of the key pick-up location, leading to difficulties accessing your flat. This incident does not align with the high standards we aim to uphold, and we genuinely regret any inconvenience caused. To address your concerns, we've refunded one night as a gesture of goodwill. We are actively enhancing our procedures to prevent similar incidents in the future. Additionally, we offer meet-and-greet services after hours to ensure a smooth check-in for guests arriving late. Your feedback is invaluable, and we hope for the opportunity to provide a more positive experience on any future visits. Best regards, City Relay
5/5
TrustpilotGreat agency, they will never let you down
I was one of their tenants for two years in central London, they have never let me down, they’ve been very helpful (even during the pandemic), I can’t thank Alice enough for her professionalism and kindness also, she was always there even for the tasks that weren’t hers ! Perdi also was very helpful.I would definitely use them again!
5/5
TrustpilotAmazing experience !
I arrived late in London and I was welcomed at the shop/lobby with the keys waiting for me, + an amazing smile and precise instructions to get to the flat and open the door. The cab waited outside less than 30 seconds. After a long trip to get to London, it was very relaxing to see such level of professionalism. This was the only thing we needed honestly.I got in the flat and everything was ready for us, the flat looked perfect, everything was clean and tidy. No hassle!I was so impressed by the quality of the cleaning that I booked a second cleaning during my stay. (I rarely do this). I can wait to come back to London in one of their flat!
Agent replied · 12 June 2024
Thank you Gary. Great to hear you were so happy with everything. Thea team really enjoyed meeting you and we'd love to have you back next time you come to London.
5/5
TrustpilotThe experience went very smoothly
The experience went very smoothly thanks to Akim. Instructions were very clear and our questions were always answered very promptly. The location was very convenient as well.
5/5
GoogleThe best accommodation I have ever had in London. Super quite area near to the center, perfect isolating windows, super heating, beautiful view from window. I felt like at home, thank you!
5/5
GoogleAkim and his team at City Relay were excellent, highly recommend them to others.
5/5
GoogleWe were very impressed with the booking at 1 Reading Close - the property was immaculate and extremely functional with all modern appliances. We loved the neighborhood as well. The good folks at City Relay were very responsive and made the whole process easy. We were 3 adults and had ample space. Highly recommend!
Agent replied · 20 June 2024
Thank you, Patrick, for sharing your review. We're delighted to hear that the property met your expectations and that you found it immaculate and well-equipped with modern appliances. It's also great to know that you enjoyed the neighborhood and found the space ample for your group. We appreciate your recommendation and are pleased that our team at City Relay provided you with responsive and easy service. If you have any more feedback or if there's anything else we can assist you with, please don't hesitate to reach out. Thank you for choosing City Relay, and we hope to host you again in the future. Best regards, City Relay
5/5
TrustpilotGreat service
Everything went very smoothly. The people were friendly, the house was immaculate, and they made sure were comfortable. I would recommend City Relay to anyone looking to rent a place for holiday in London.
Agent replied · 12 June 2024
Hello Jennifer, thanks for your kind words! We hope you've had an amazing time in London and hope to see you again soon :)
5/5
TrustpilotBooked an apartment in Victoria from…
Booked an apartment in Victoria from city relay, Akim and the team were very supportive, appartment was good value for money.
5/5
TrustpilotExcellent service
Nikoleta has been wonderful throughout the whole letting process. She is extremely helpful and friendly and answers all queries promptly. As first time hosts, we feel in very safe hands.
Agent replied · 12 June 2024
Thank you Amanda. This is so great to hear and we'll ensure it gets back to Nikoleta.
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