Trusted Agent profile · London
★★★★★
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.
Every review we hold for the London office, from every platform, shown as written. First names only.
5/5
TrustpilotThe apartment visit with William was…
The apartment visit with William was great. Clear explanations of the place, the location, and William was able to answer all my questions. Highly recommend
Thank you Phil. Glad William was able to help you.
5/5
TrustpilotThey've managed my flat a few time - Very good experience
The team was very accommodating, and efficient.I called on a monday morning, they cam to my flat on monday afternoon to clean up and organize everything for the photoshoot.On Tuesday they did the photoshoot, thursday the flat was rented for a few week end in advance.I wouldn't use an other company as I feel comfortable working with them, plus they do a very good job, efficient and quick.When i came back from my holidays, the team came before my arrival to the flat, everything was here at the right spot, and in a better order than when I left.In a year, I've never had to deal with any issue, they take care of everything, it's almost like I forget someone was in my flat while away.I highly recommend anyone who, like me don't have time to take care of those things, and wish to rent his flat when not here.Thanks guys !!
Thank you for taking the time to leave such a great review. All our team at City Relay is dedicated to look after your flat and optimising your income. We sincerely look forward to working with you and renting your lovely flat again very soon!
1/5
TrustpilotThey will ruin your flat! Avoid!
City Relay is the most unprofessional company, run by young and rude guys with zero experience in the business. They are totally incompetent with regards to property management, customer service or even basic manners. It's just one of those companies interested in quick money while riding the Airbnb wave. In the months that I had City Relay handle services for my flat, they did not report on damages (which I couldn't then charge guests for), they were constantly late blaming it on traffic (instead of ever taking responsibility for it). Their cleaning staff is as incompetent and useless as their office team, leaving my flat filthy, damaged and with lights and heating constantly on between bookings.Not only they refused to provide compensation for the damages not reported by their team, but upon receiving photos of the condition of my flat, they openly accused me of lying saying those photos were not taken after their service. Stay away from this bunch of scammers if you value your property and your health!
DISCLAIMER: We have not even been paid for any of the services provided. Hello Chiara,I am really sorry to hear that you have not enjoyed our services. We work hard to maintain strong relationships and trust with our Hosts and always have their best interest in mind. We are sorry that this time we were not up to your expectations.I am sorry that the damage was not reported to you earlier. We always aim to return the flat in pristine conditions. We have since input an evaluation form that our housekeepers must complete after each clean to ensure that all damages, little or big, are reported to the Host directly and immediately. In addition, you sent us photos of damages in January 2017 when we managed your Airbnb flat back in October 2016. We are a little bit confused and we think that these damages could have been done anytime between October 2016 and January 2017.In any case, we hope that you will reconsider our relationship and that we might work again together to prove that we are truly dedicated to delivering an outstanding service.
1/5
TrustpilotAn orrible experience
La casa è situata in un luogo ideale. L'interno, nonostante qualche chiazza di muffa, è molto confortevole. La pulizia è scadente, abbiamo trovato vestiti sotto le coperte, tra l'altro vergognosamente macchiate e cestini dei rifiuti stracolmi. L'assistenza è stata ridicola, più volte abbiamo cercato di contattarli per via di mal funzionamento della rete Wi-Fi e della TV,ma siamo quasi sempre stati ignorati. The house is set in an ideal site. The intern,despite mildew stains, is very comfortable. The cleaning is terrible, we found clothes under the sheets, moreover they were stained a lot and there were overflowing bins . The assistance was ridiculous, many times we tried to contact the owner a cause of malfunction of wifi line and tv, but we were ignored all the times.
Hello Camilla. First of all, we would like to apologize for the what you went through during your stay, even though we did our best to help you and answer your queries in a timely manner. Unfortunately, we have not been able to take care of everything due to the short duration of your stay in London. City Relay always thrives to provide the highest quality services to our guests, from the moment they book a flat, until they go back to their home place. We understand this has not been the case here, which is our biggest regret.All of the issues you may have faced have been amended the day you left, which unfortunately was too late for benefiting from these improvements. We hope we will have the opportunity to host you again in the future, and provide you our demonstrated level of standards.
5/5
TrustpilotI have had a really great experience…
I have had a really great experience with City Relay from the service side. The 'host' team led by Iana, were always super quick to respond to any request and kept me up to date with feedback on guest stays. They took the headache of management away from me almost completely. And helped sort out little issues very quickly, finding good value tradespeople to keep the property in top condition, making guest stays the best possible.
Hello Anna, its so nice to hear such lovely comments from our hosts! We want to thank you for leaving this great review and recognising the hard work that the team puts in. We're more than happy to take the headache away from you! We hope you have a lovely week.
5/5
TrustpilotI had an excellent stay in London
My friends and I rented an apartment in London for 2 days. Our apartment was very well located next to a metro station in zone , in central London. It was very spacious, clean, modern and luxurious. It included many amenities and it was like you were at home. Our contact with them was excellent from the time we first contact them to book the apartment until we checked out. I totally recommend renting an apartment with City Relay when in London
Hello Chrysoula, Thanks for leaving such a great review. We are glad you had such a lovely stay with us. We are glad to know that you loved our guest service. We sincerely look forward to seeing you again.
5/5
TrustpilotRented my apartment, easy , smooth and good value!
I rented out my apartment for a couple of weeks and was very happy with the service because i practically did not have to do anything. The company has taken care of everything including the search for the clients, the check in/check out, cleaning, any issues that arose during the stay etc. I simply gave them my key before i left, picked up the key when i got back, the property was in a better condition than when i left it and i quickly got the payment in my account. Would definitely recommend to anyone who wants to rent their property and dont want to deal with any fuss that comes with it!
Hello Karina, Thanks for leaving such a great review. We are happy to know that you find our guest service helpful. All the team is always here to make sure that the guests have the best stay. Really happy to read that you recommend us.
2/5
TrustpilotNever Again
Prefix:October 04, CityRelay came back to me to point out that they merely "provide management services" to the company that owns this apartment. That FG PROPERTIES are in fact the owners and by implication,responsible for the condition of the property. I had no way of knowing that since all my dealings were with CityRelay.As I stated in the text below, the CityRelay Team did everything they could to try and make our stay as pleasant as possible.It remains a mystery to me as to which company is ultimately responsible to provide guests with acceptable accommodation but I will repeat this review for FG PROPERTIES.September 2016 we stayed in FG Apartment 1. "Suitable for 6 guests"1.We wanted three beds but only two were made. Couldn't make third bed because there was no duvet.2.Sofa (third bed) had green stains and was generally dirty.3.Smell of stale urine in bathroom4.Blinds in bedroom broken and woefully inadequate to keep light of streetlights out.5. Unable to access internet, even with three different 'networkusernames'.6. Pathetic mobile connection. Had to go out and into street to make cellphone calls.7. No globes in bedside lamps.8. Toilet blocked in one bathroom.9. Every move of the occupant above us was audible. He had the habit of returning at midnight and moving around his room until 02:00. Absolute torture!In fairness, Cityrelay's Team was supportive and willing to fix anything and everything that I reported. But fixing takes time and that is a luxury if it is a short stay. I expect to move into accommodation that is EXACTLY as advertised and this one on 58 Mirabel Road Fulham simply was not.
Hello Heide, thank you for taking the time to leave a review. We are sorry to know that the difference between FG Properties and City Relay wasn't clear enough. You booked an FG Property which is managed by City Relay.About the apartment, we would like to apologize for the issues you had to face during your stay. As you said, we really did our best during your stay. We have now fixed the blinds, the globes, and the toilet. We will make sure that our next guests will not have the same problems. Hope you had a great stay otherwise.
4/5
TrustpilotWe truly enjoyed our stay at 7D…
We truly enjoyed our stay at 7D Penywern! After some initial misunderstandings (early arrival, connection at the flat, heat and locks) the flat was perfect in so many ways. The staff was patient and professional regarding our concerns and we are most appreciative. The location is ideal for exploring the city. It was clean, quiet and comfortable. Everything you need for a lovely stay in London, close to restaurants, shops, and public transportation. An excellent choice!
Hi Joan, it's great to hear about your stay with us! Our staff always try to provide the best service and I'm pleased that we were able to tackle some of the earlier issues. Hope to see you stay with us again!
3/5
TrustpilotGood service but some confusion
Arrived at what was a very busy time & there was some confusion over my form of payment. I had checked in advance and was assured that I could use an American Express card but when I got there they didn't want to take it. After that was settled we made our way to the apartment. The apartment was ok - large enough - but it was obvious that there had been smokers in there as the odor was noticeable. The rooms were clean but the carpet in the living area needed a good cleaning. Dishes and utensils were provided and wi-fi worked fine. The unit was supposed to have a washer and a dryer according to the listing but it did not have a dryer. We would use City Relay again but would ask more specific questions in advance.
Hello Anne, thanks for taking the time to leave a review. We are sorry that there was a problem with the payment and the cleanliness of the flat. You should have let us know and we would have been happy to send a cleaner to your apartment. About the dryer, we have updated the listing, hoping it didn’t bother you too much. However, we are happy that you would use City Relay again! Hope to have the pleasure to see you soon!
5/5
TrustpilotFabulous apartments & excellent service every time
I have used City Relay on a number of occasions during short stay business trips to London, they have always been fantastic and I would happily recommend them to anyone.From the point of booking all of the guys in the office are friendly and helpful and are always prepared to go the extra mile to make sure your stay is perfect with them.Every single one of the apartments themselves have been first class, situated in great locations - close to public transport, with free (strong) WIFI access, comfy beds and high quality appliances.Their rates are great too, especially if you are visiting London with more than one person - it's cheaper than a hotel room of the same standard and you get to live like a Londoner in your own apartment!Keep up the good work City Relay!
Hello Harry, Thank you so much for leaving a wonderful review. We are thrilled to read that you loved your stay with us. We are glad to know that you loved our guest service. All the team is always here to make sure that you have the best stay. We sincerely look forward to hosting you again.
4/5
GoogleApartment was clean, excellent and things are all OK, Akim was a great gentleman, looking after for everything things you might need.
5/5
GoogleLovely flat in a great location for the Emirates Stadium. Very clean and tidy.
5/5
TrustpilotGreat location in Belgravia
I spent few days in a very spatious, clean and with great location apartment in Belgravia with my family.Everything was perfect, in particular, Hakim very gentle and helpful.
5/5
TrustpilotThanks Stephen
Wanted to say thank you to Stephen for making this process so easy and smooth, so polite and patient with all my questions! Amazing service thank you very much!
5/5
GoogleAll expectations were set and met. Response was good. Thank you to Akim Courail and team!
4/5
TrustpilotGood communication/proactive team
Good communication, proactive team, efficient procedures and booking system. Very quickly responded efficiently addressing our issues. Special thanks to Akim.
5/5
TrustpilotWe had a very enjoyable stay thanks to…
We had a very enjoyable stay thanks to Akim and his team. The flat was conveniently located to explore London and we would definitely stay again!
5/5
TrustpilotGreat experience
It was a great experience, amazing apartment (beautiful and clean), good position, excellent service (Valentine was fantastic, always polite and nice with us and very patient too).
Thanks Matteo, I have passed your message onto Valentine. We are glad you enjoyed your stay.
5/5
TrustpilotLovely flat
Lovely flat, clean and with everything you could need. Comunication was great, it will deffinitely be my first choice every time i'll have to be in London
Thank you Elvria! It's great to hear you had a wonderful stay. We would be happy to welcome you back.
5/5
GoogleOur home was incredible! We didn’t have aby problem and everything was great. Akim was great and he helped us so much! Thanks
5/5
TrustpilotA gem of a place!!!
City Relay was fantastic to work with. The flat we rented was perfect in every way. City relay was responsive, Professional, and reliable. They even have a What’s App number to text, and I received responses almost immediately every time. I felt more secure having them to contact, and less worried when I have rented directly from a host such as Airbnb. I hope to visit London again and we’re not hesitate to use City Relay.
Hello Elizabeth,It's so nice to hear that you've loved the property and had an amazing stay! We'll be happy to see you again :)Take care, the City Relay team
5/5
TrustpilotVery effective and good service.
The city relay team were all very helpful. I moved in with very short notice and they couldn’t have been more accommodating. Once I was moved in, whenever I had any issues the team was very easy to contact and the response time was fast. All the issues I had within my flat were resolved quickly by the handyman and I could always get in contact via WhatsApp, which made things much easier.
Great to hear Matilda! So pleased we managed to get everything sorted for you quickly. Reach out to us any time.
5/5
TrustpilotGood host
We have been greeted by Akim Courail Jones, a very helpful and polite fellow who took care of all our questions and provided the needed internet password that was different then the one we were notified about. The host was smiling, kind and professional, also waited for us when we were a bit late. A really good central accomodation having modern appliances and everything we needed. Would come again for the right price. 👍
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.
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.
