5/5
GoogleVery very good experience at Airbnb, it fulfilled the requested criteria really well, I highly recommend it, thanks to Akim Courail
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
TrustpilotGreat apartament
The location was great. Clean apartament. There were some issues to reduce the room temperature in the apartament but customer experience team, especially Akim Courail, were very responsive during our stay.
5/5
TrustpilotCity Relay did a great job managing our stay in London
City Relay did a great job managing our stay in Soho London flat! Akim was always quick to respond to any issue! Thanks!!
5/5
GooglePlace clean,good location,and the communication very good Akim Courail-Jones was answer all my questions and help me with everything thank you Akim and I will recommend City Relay
5/5
TrustpilotWarm, comfortable and roomy.
This was a great apartment close to transports and some shops. Restaurants were an easy walk. It was warm and had everything we needed. The key collection is not at the apartment
5/5
TrustpilotVery smooth
All the processes were very well thought out and the company communicates really well. Akim was very helpful with the checkout process
4/5
Trustpilotfriendly professionals representing great property
We are new to the air bnb experience so were unsure what to expect. We found the emails helpful to a point but had to call for some further information. The staff in person were friendly, efficient and professional. We did have an issue with access as the lock had been changed and our key did not fit. We called the office and were informed that a member of staff would be with us in 40 mins and they arrived in exactly that time with apologies. All in all a great service with just a little hiccup. The property itself was wonderful immaculately clean and very well appointed. It made for a great base and a lovely comfortable stay
Agent replied · 12 June 2024
Thank you for your feedback. We apologise for the change in the lock but we are glad the situation was resolved quickly and efficiently. We are pleased to hear you enjoyed your stay!
5/5
TrustpilotIt was such a great stay
It was such a great stay. The place is clean, it has all the facilities that we needed, and the overall experience is amazing! The team was very helpful and they were able to provide help when we needed. Akim and Matilde were lovely as well as the rest of the team.
5/5
TrustpilotHome away from home
We recently stayed in an apartment in Hammersmith managed by City Relay, and I had a wonderful experience from start to finish.
5/5
TrustpilotThe apartment was very clean and…
The apartment was very clean and comfortable situated in a peaceful location just off the Bethnal Green road. Easy access to central London by bus with the stop only minutes from the flat. Nearby plenty of cafes, restaurants and general stores.
4/5
TrustpilotA very nice place
The Room was nice and se likes the views
Agent replied · 12 June 2024
Thank you for your review, Miguel. We're glad to hear that you had a very nice experience at our place.We're pleased that you enjoyed the room and the views from it. Providing a pleasant and enjoyable stay for our guests is our priority.If you plan to visit the area again, we'd be more than happy to welcome you back and provide you with another wonderful experience.Best regards,City Relay
3/5
TrustpilotCould have been better
To be frank, my first time with City Relay could have been better. Its a classic example of 'the right hand doesn't know what the left hand is doing' which led to unnecessarily delays and misunderstandings between all parties.That said, their team are friendly and responsible. Acknowledging the difficulties I had, they worked hard to troubleshoot the issues and compensated me with complimentary services and discounts. I was also pleased the property I rented through them was as advertised.Using the old adage 'prevention is better than a cure' I urge them to review and overhaul the co-ordination and communication aspects of their business to better manage the flow of information to provide a more positive guest experience.
Agent replied · 12 June 2024
Hello Ed, although this is not the kind of review we hope for it certainly helps us improve our processes and service for future guests. We appreciate that you can see how hard we work and we want to apologise for the disruptions during your stay. We are glad to hear that you liked the accommodation, and we hope you enjoyed your time in London.
1/5
GoogleDON'T HOST WITH THEM !!! They emptied my wardrobe without my permission,my expensive clothes,my handbags,my belts....everything .then they put them in black bin bags then they put in their office and throw away in the bin. Lost 10,000 £ Reimbursed 3,000£ only. They always delete my comment !!! They don't want people to know. I CAME BACK TO MY FLAT AND A LOT DAMAGES WAS DONE ! I LEARNT THAT THE CLEANER IS SUPPOSED TO DO THE CHECK OUT OF THE GUESTS??? WHAT KIND OF COMPANY EMPLOY CLEANERS TO CHECK OUT A FLAT? THE CARPET IN THE BEDROOM WAS BURNT BY AN IRON AND THE CLEANER FAILED TO REPORT THE DAMAGE.NOW THEY SAY I HAVE TO PAY WITH MY OWN MONEY AND THEY SAY IT'S MY RESPONSABILITY ?!?!?! THE IRON IS OUT OF USE.MY CUTLERY IS MISSING TOO ! THEY MOVE OUT A LOT OF MY THINGS (|CLOTHES, SHOES,....) IN THEIR WHAREHOUSE WITHOUT LETTING ME KNOW ! IT'S A BIG DISASTER....
5/5
GoogleReally lovely flat - clean, spacious & comfy. Hosts were very helpful and quick to respond to any questions, many thanks to Akim & Shara. Would happily stay again
5/5
TrustpilotGreat Experience!
Great Experience!City Relay was great to work with. They answered all my questions promptly even though there is an 8 hour time difference between London and where I live. When I arrived at the rental I met with someone who showed me the property, gave me the keys, and answered my questions. I also arranged transport to and from the property and the airport. The drivers were prompt and helpful with the luggage. I will definitely recommend City Relay to friends of mine who plan to travel to London in the future.
Agent replied · 12 June 2024
Hi Bethany, thank you for this great review! We are glad we were able to answer your questions and assist you during your stay. We hope you had a great stay and enjoyed London! Thank you.
5/5
TrustpilotCouldn’t recommend this team enough
Couldn’t recommend this team enough. I’ve never seen such excellent customer service. Having managed customer care teams worldwide I’m pretty hard to impress but this team went out of their way not only to make my stay comfortable in an impeccably clean flat but ensured I was kept aware at every stage. The difference is in details and they took the time to make my stay fantastic. I will go out of my way to recommend them as it’s so rare to see this level of service, efficiency & actual care. They are an amazing team - can’t express in a short review how attentive they were but they made me feel as if I was staying with family. I’d work with them should they decide to extend their service outside the UK & until then I’ll recommend staying with them to all my family & friends. Thanks again!
Agent replied · 12 June 2024
Hi Alice, we're overwhelmed by your review - it's been shared across the team and we're all thrilled to have been able to make your stay with us as memorable as it was. We look forward to welcoming you back to London very soon!
5/5
Googleeverything was as advertised. Akim was very helpful to make our stay memorable
5/5
TrustpilotAbove and Beyond!
City Relay was thoughtful, accommodating and extraordinarily sweet to our family during a 6 night stay in London. They met every request we made promptly. The flat was clean and as described in the ad. The one thing that really stood out and will make us rent with them again is that we returned to the flat after celebrating my son’s 9th birthday to find a personalized card, balloon and slice of cake for him. We were all so touched - especially the birthday boy!
Agent replied · 12 June 2024
Hi Angie, I'm thrilled to hear about your stay - it's these types of reviews that our whole team at City Relay take great pride in. We're always on the lookout to go above and beyond for our valued guests and so happy your son had a great birthday. Hope to see you again upon your next return to London but for the meantime we wish your family all the best. Kind regards, City Relay!
5/5
TrustpilotThe experience with City Relay was…
The experience with City Relay was unique. Everything was very well organized. From the check in procedure to check out everything was very smooth. All the team was very gentle and supportive.
Agent replied · 12 June 2024
Hi Theofilos, thanks so much for your kind review! I'm pleased everything went well and we were able to help you enjoy your stay with us. Hope to see you return again soon, City Relay.
5/5
TrustpilotGreat place to stay
City Relay was very nice in a very good location and very clean. Also our host Akim was very helpful.I will definitely book it again on my next trip to London
5/5
TrustpilotReally good time. Best Bed and Service Ever.
Really good time. Akim was very attentive, even on bank holidays to any queries or needs. Flat very well situated for transport on many tube and rail lines. St Paul’s Cathedral, Monument, and Borough Market all within walking distant. Bed was incredible quality and most comfortable ever used in an Airbnb. Will return.
5/5
TrustpilotExcellent location and quick response.
5/5
TrustpilotCouldn't recommend more highly
City Relay has managed the short term rental of my flat in west London for several years. They have always been reliable and quick to communicate if there are any issue or problems. They have an excellent back up team that can come and fix things in property so there is no pressure to be close by. Their booking system seems very efficient and we have been very pleased with the occupancy levels they have achieved for us. The staff are always pleasant and easy to communicate with. I wouldn't hesitate to recommend City Relay to anyone who was looking for a company to manage the short term renting of their property.
5/5
TrustpilotGreat experience
Great experience, thanks Dominique!
Agent replied · 12 June 2024
Hi Isabela,You're welcome! We're glad to hear you had a great experience and Dominique provided excellent service during your stay. If you need any further assistance or have any questions in the future, feel free to reach out. Best regards,City Relay
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