Every review we hold for the London office, from every platform, shown as written. First names only.
★★★★★ 5/5
TrustpilotHarriet - Sincere Service Recovery that converts customers into fans
When we have our 16 nights reservation cancelled suddenly (14 days after we paid) due to unforeseen circumstances (and we are at a loss!), Harriet, the Director of Sales and Marketing, came to our rescue. She has so much empathy for us and handled our case promptly. Not only that she understood our frustrations, opportunity costs and distress, she did her VERY best to relocate us without compromising on our preference and liking. We are very happy for the good efforts that she put in, making us feel very much that we can trust City Relay. A valuable asset to City Relay.
Ken · 1 December 2018
Agent replied · 12 June 2024
Dear Ken, Thank you so much for your kind review. We are sincerely sorry for the issues that you faced initially and we are delighted that Harriet was able to sort everything out quickly and efficiently for you. We will pass your kind feedback directly onto her. We are really looking forward to welcoming you in January, if there is anything else you require please don't hesitate to get in touch,Kind regards,City Relay
★★★★★ 5/5
GoogleMy experience at this 2 bedroom property was very successful. The home was clean, spacious and conveniently situated in Hackney. The communication with Akim was very helpful.
Alison · 21 April 2024
★★★★★ 5/5
TrustpilotGreat apartment & location
Great apartment, extraordinarily located. The team led by Akim Courail-Jones was very responsive in a few issues we had during our stay. Would certainly recommend and stay again.
Camila · 1 April 2024
★★★★★ 5/5
TrustpilotCity Relay and a flat in London via AirBNB
We rented a flat in London via AirBNB. City Relay were the property managers. They were terrific! Very helpful throughout. Very communicative and responsive. Akim was great answering questions and did a tremendous job in the walk-through when we arrived. Matilde was also very responsive. Highly recommended. Thanks for a great trip.
MDeal · 17 March 2022
★★★★★ 5/5
TrustpilotAmazing customer service and almost…
Amazing customer service and almost immediate response to any emails that I sent. This was very appreciated and was very unexpected by me considering we are the west coast of the Unites States with an 8 hour time difference. All people I spoke with were very helpful and took care of our concerns and needs and made sure we had numbers to call if we had any issues! I would highly recommend a City Relay property based on the experience we had!
DANIEL · 1 November 2018
Agent replied · 12 June 2024
Dear Daniel, Thanks so much for taking the time to write such a great review! We are delighted that our team were able to offer you the highest level of customer service and were able to take care of all of your concerns and needs. We really look forward to welcoming you back on your next visit to London! Kind regards,City Relay
★★★★★ 5/5
GoogleThe service from City Relay was exceptional; they were very attentive and concerned about the well-being of their guests in their apartments. Definitely a great experience and highly recommended.
Ismael · 12 December 2025
★★★★★ 1/5
TrustpilotAwful - double booking almost left my family homeless
Booked via booking.com, all confirmed and we flew to London. Sadly it was double booked, and a flimsy excuse about credit card was made to justify. When I arrived at the City Relay office they had no record of my booking. I showed them the confirmation email and in response they just sent a cancellation email. Cancelling a booking they had no record of...They later claimed it was a credit card issue, however my bank has no record of a failed attempt to take payment, and City Relay were happy to take the SAME card as payment when they eventually found me a vacant property.Even if there was a problem with the card, the time to tell me was BEFORE I got on the plane, not at check in. The team made no effort to contact me in advance, indeed were surprised when I turned up to check in as there was another client in the property.
Karen · 9 October 2018
Agent replied · 12 June 2024
Dear Karen,We are very sorry to hear about your disappointing experience with City Relay. We have investigated this matter on our side, as we take all feedback very seriously. It appears that we tried to charge your credit card however the payment did not go through and therefore for security reasons your reservation was cancelled. I understand that our team was in touch with you directly as soon as you landed and did their utmost to sort the situation out for you. We then found you an alternative property for the duration of your stay which was available once the payment had gone through in our system. Once again, we are very sorry that you were disappointed with your stay. We hope that in the future you will give us another chance to rectify this. Kind Regards,City Relay
★★★★★ 5/5
TrustpilotGreat location in a simple and comfortable apartment
We stayed for a week in this very well located apartment within a very short walk to Sloan Square , Elizabeth street , Victoria station and many other of the must see in London .The apartment has very comfortable spaces and all why is necessary for a nice stay . I only missed a liitle bit of decorariin like a few posters in the walls .
Germán · 24 September 2024
★★★★★ 4/5
TrustpilotA nice Appartement , central, with some noise
The apartment is very good and clean. The Place too: reaching Stations, Restaurants and Stores with a short walk. Because of the trains: Some Noise. Communication: mostly rather quickly, but not helpful: Xtimes I asked about the missing of Wi-Fi-Connection, the adviser did not function. Until I give it up. (For me that was a bad service).
Marit · 13 May 2023
Agent replied · 12 June 2024
Dear Marit,Thank you for sharing your experience with us. We are happy to hear that you found our apartment to be clean and conveniently located near stations, restaurants, and stores.We apologize for any inconvenience caused by the noise from the trains and, we will take your feedback into consideration and work to improve our communication channels in the future.Thank you for choosing our apartment for your stay in the city. We hope to have the opportunity to host you again in the future.Best regards, City Relay
★★★★★ 4/5
TrustpilotI was able to check in without any…
I was able to check in without any problem. The rooms and linen provided were all clean. The location was superb and nearby tourist attractions were easily accessible. I want to thank Akim and the team for their professional throughout the process of my check in, stay and check out
Onesimus · 13 June 2022
★★★★★ 4/5
TrustpilotVery helpful
Very helpful. car service you provide needs to be addressed driver wasn't sure and just dumped me at address my daughter arranged this service with you because of my mobility and assistance supposed to be given And just being left outside apartments on the pavement is not what was expected and paid for would have been treated better in a cab few things in apartment dripping tap window blinds not working instructions for oven required and totally unexpected boiler on timer guests should be advised of this cold showers not fun just minor things but make a difference. Otherwise great stay
Carol · 28 September 2018
Agent replied · 12 June 2024
Dear Carol,We appreciate you taking the time to provide us with feedback on the back of your stay! We are delighted to learn that you had a great stay despite the issues encountered. We always do our best to accommodate all of our guests requirements during their stay however, unfortunately, unexpected incidents can happen and may require special attention to be sorted out.We apologise for the inconvenience you experienced and look forward to hosting you again soon! Kind regards,City Relay
★★★★★ 1/5
TrustpilotHorrible
Horrible. Booked City relay for 5 guests, on Booking.com. They wasn't able to process my card for some reason. The staff on the phone were useless they seemed like they had not been trained, and didnt speak proper english so communication was TOUGH, and they were very unhelpful about the whole thing. They told us to call them the following morning to speak with the manager. But they lied and cancelled our booking early in the morning when we was already in London. They didn't care at all, and was just so vague and rude about it. WOULD NOT RECOMMEND. TOO MUCH HASSLE AND RUBBISH STAFF WHO CAN BARELY SPEAK ENGLISH!!
Shani · 28 August 2018
Agent replied · 12 June 2024
Dear Shani, We appreciate that you are taking the time to leave a feedback about your experience with City Relay. We are really sorry to hear that you experienced several difficulties through your booking with us. Unfortunately, as explained to you, the reservation never got confirmed since the payment could not go through. As per our communication with you, we accordingly informed you as well as the agency that you book with, trying to solve the situation at everyone earliest convenience. As well, please be aware that all our staff speaks perfect English and are well trained. Once again, we would like to apologize for the inconveniences incurred and we would like to extend an invitation to contact directly with us for future reservations. Kind regards, City Relay
★★★★★ 1/5
GoogleUnfair practice! After you pay for apartment They demand photos of your passport reason, you travel, they send you numerous emails and forms to accept. Finally you are obliged to go far away from apartment to receive and return the key.
X · 21 May 2024
Agent replied · 20 June 2024
Dear X Y,
Thank you for sharing your feedback. We appreciate your perspective and apologise for any inconvenience you experienced.
Regarding the request for photos of your passport, please know that this is simply part of our vetting process to ensure the safety and security of all our guests. We take privacy and security seriously, and this information is handled with the utmost confidentiality.
As for the key collection process, we understand that it may be inconvenient for some guests. Unfortunately, due to certain regulations and restrictions, we are not allowed to install key boxes at some of our properties. Therefore, we have established partnerships with nearby key collection shops to provide a convenient solution for key pickup and drop-off. We also provide the option of a meet and greet service for all our residents during check-in.
We sincerely apologise if these procedures did not meet your expectations. Your feedback helps us improve our services, and we will take your comments into consideration as we continue to enhance our guest experience.
Thank you for choosing to stay with us, and we hope to have the opportunity to welcome you back in the future.
Best regards,
Akim Courail-Jones
City Relay
★★★★★ 5/5
GoogleStay was great and place was as advertised- Akim was very helpful throughout the whole process. Will be staying and recommending them in the future.
Patrick · 21 May 2024
★★★★★ 5/5
GoogleWe spent a wonderful stay in London thanks to City Relay assistance and more especially thanks to Akim and the team high reactivity when needed.
Emmanuel · 21 May 2024
★★★★★ 5/5
GoogleStayed at one of their properties in Hackney. Great communication and process with Akim and his team. All in all a lovely experience. Highly recommended.
Alexander · 21 May 2024
★★★★★ 5/5
TrustpilotGreat service and support during long term rental
I rented a 2 bed for long term let. The city relay team has been very helpful during the move in process , throughout the tenancy agreement and upon moving out. Little issues like fixing washer, helping with heating issues were resolved very quick. The management team was also very quick to help answer any questions - and always available. Generally a very good experience and the flat was very well managed and professionally maintained.
Liana · 6 October 2020
Agent replied · 12 June 2024
Thank you for the great review Liana. Great to hear the team helped you and you had a nice stay with us.
★★★★★ 5/5
TrustpilotHuge apartment next to the train station
Very convenient place just next to the train station, very huge appartment and very reactive team (Akim is very helpful).
Katherine · 14 August 2024
★★★★★ 4/5
TrustpilotThe apartment at the Chamber Street…
The apartment at the Chamber Street London had a good metro connection which made roaming London city very easy. Unfortunately the apartment was right next to a loud construction which hasn’t been mentioned. Customer service was nice, they answered very fast. Special thanks to Akim.
Verobizzle · 15 December 2022
★★★★★ 1/5
TrustpilotPoor service
We arrived and had to go pick up keys. They gave us the wrong directions so we ended up at the wrong flat. We then had to wait for a taxi to go pick up the right key and come get us. We lost over 2 hours and all they were willing to do was give us half of the cleaning fee. Today we were leaving and my daughter left her bag in the flat and they do not leave a key with the Porter, so we had to wait 2 hours before they got someone there to let us in. We have now missed our train to Paris and there are no available trains for today and we will also miss out on our tickets to the Eiffel Tower today. An entire day wasted, because someone could not come to the flat when we called.
Joanna · 21 May 2018
Agent replied · 12 June 2024
Dear Joanna,After this review came out I spoke to Steven Harsey (I understand it's your dad?) and he understood that your review is completely unjustified and understood as well that it needs to be removed. It sounds as if maybe you did not find the time or the resources to do it. Steven asked us to provide him with any details he might be able to use to remove this review himself but we of course don't have access to such private information. We appeal to you again to please remove this review which reflects poorly on other otherwise fine service, appreciate by so many before and after you as well. We are happy to provide as well with a helping hand in finding the ressources to do so: https://support.trustpilot.com/hc/en-us/articles/201839063-How-do-I-edit-or-delete-my-review-We hope to hear great news from you and we hope the rest of your European trip has gone accordingly to plans and even better than expected. We look forward to hosting you again soon!Kind regards,City Relay
★★★★★ 5/5
TrustpilotThe apartment was more than perfect…
The apartment was more than perfect everything was well prepared super clean and super quiet area and such a good location the team was flexible and helpful I highly recommend this apartment and it’s enough for 4 people my family & I was really obsessed with the apartment and the beds was very comfortable
Heba · 24 July 2023
Agent replied · 12 June 2024
Dear Heba,Thank you for your kind words and wonderful review! We're thrilled to hear that you had a perfect stay at our apartment. We take pride in providing well-prepared and clean accommodations for our guests to ensure a comfortable and enjoyable experience. It's great to know that you appreciated the quiet area and the convenient location.We're glad our team was flexible and helpful throughout your stay. Your recommendation means a lot to us, and we're delighted that you and your family enjoyed the comfortable beds and had a fantastic time at the apartment.Should you visit the area again, we would be delighted to welcome you back for another memorable stay.Best regards,City Relay
★★★★★ 5/5
TrustpilotGreat flat
The flat is really nice and cozy. Everything was clean.
Hugo · 27 March 2023
Agent replied · 12 June 2024
Thank you for taking the time to share your experience, Hugo! We're glad to hear that you found our flat to be nice and cozy. We hope to have the opportunity to welcome you back in the future :)
★★★★★ 5/5
TrustpilotOutstanding customer service
The service we received from City Relay was outstanding. The manner in which they responded to a problem (which was not of their making) was impressive. They communicated promptly, explained clearly what they knew about the situation, outlined what actions they would take as follow-up and worked immediately to help us find a solution. Their follow-up communication was outstanding, ensuring that we were kept in the loop at all times. Throughout our dealings with them, they were courteous, helpful and a pleasure to deal with. I would not hesitate to recommend them for outstanding customer service.
Alison · 27 April 2018
Agent replied · 12 June 2024
Dear Alison D, Thank you very much for taking the time to write about your wonderful experience with City Relay. We have shared your great impressions with the entire City Relay team and are pleased to learn that the efforts put in by each and every single member of staff have been recognised through the excellent quality of your stay. As a young property management company, we strive to provide the best service for the best properties in central London and we are happy that on this occasion we managed to live up to your expectations. We look forward to hosting you again soon. Best regards, City Relay Team
★★★★★ 2/5
TrustpilotBE CAREFUL - ...... but at the end they reacted and move in the right way
I booked a flat with them 20 days ago and 5 hours before my flight to London they sent my an email (they even did not call me) at 23:30 (so no room for changing plnas) saying that the flat was no longer available but they can move me to another apartament, which was really unacceptable compared with the one I paid for; FINALLY I had to search a room in a hotel by myself.The case has been reported to Airbnb who is taking the point with the Agency. Congratulations to Airbnb who get our money back in less than 1 hour, but the Agency did nothing to solve the problem efficiently (not very professional behaviour).Last Sunday they called me to apologise for the inconvenience caused (which I really appreciatte) and gave me explanations about the problems with the flat I booked (a kind of leak....).I explained all the inconveniences caused which they understood and they offered me a compensation to stay in any other of their apartments for free if I travel to London in the next two years, so at the end they reacted and offerred a good compensation.I really appreciate the call from the City Relay which I qualify as professional and sincere. Hopefully if I'm able to travel to London again I'll be able to put 3 starts to City Relay.CUIDADO CON ESTA AGENCIA, aunque al final han respondido bien
Javier · 10 April 2018
Agent replied · 12 June 2024
Dear Javier,We appreciate you writing about your experience. Unfortunately it just so happened that the apartment you booked was affected by a massive leak the evening before your arrival and my colleagues tried to accommodate you at different properties. Being Easter weekend meant that alternatives were difficult to come by for which reason we had to divide your stay in 2 different properties and we understand how that was inconvenient for a family with 3 children but it was either that or refunding you the entire stay - which we happily did since it was what you prefered. We have also invited you for a complimentary stay with us in the future so you have the chance to experience our wonderful service under more fortuitous circumstances that would deserve a much higher rating, we are certain. We look forward to hosting you soon. Kind regards, City Relay
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.
