Every review we hold for the London office, from every platform, shown as written. First names only.
★★★★★ 4/5
Trustpilotexcellent location 2 t 3 minutes walk …
excellent location 2 to 3 minutes walk to the underground station 15 minutes tube ride to central London 15 to 20 minutes drive to Heathrowthough rooms are small but comfortable and perfect for families with young kids. toilet was very small but provided with all facilities and a washing machine. good clean kitchen provided with oven microwave and toaster. bathroom basin drain was choked ad sitting room window needs better curtains.overall good experience and definately recommended.
Muhammad · 24 April 2017
Agent replied · 14 June 2024
Dear Muhammad, thank you for taking the time to leave us this very nice review. We are glad to read that you enjoyed this comfortable apartment and its excellent location. Thank you for recommending us! Hope you had a great stay in London! We sincerely hope to have the pleasure to host you again in the future! Kind regards, City Relay Team
★★★★★ 5/5
GoogleThe apartment in London (Oxfordstreet) was PERFECT! Well-equipped, comfortable, bright, quiet (despite the very busy Oxfordstreet), a real "home away from home" in the heart of London!
Maggy · 8 November 2025
★★★★★ 5/5
TrustpilotGenuine Brit experience
Amazing experience, starting within a luminous and chic office in the heart of Earl's Court. Well trained and polite staff, great job Mihai and Capucine! Carefulness in every detail, starting with the little welcome gift and ending with the interest in our stay; the apartament was just a street away from the reception, nicely decorated and very English. I wholeheartedly and sincerely reccomend this option for a pleasant and authentic London experience. Thumbs up, guys!
Catalin · 25 February 2018
Agent replied · 12 June 2024
Dear Catalin Constantin, 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
★★★★★ 5/5
TrustpilotGreat apartment in Chiswick
Great apartment, spacious, clean and newly renovated. Perfect location, the tube and bus are right outside. Akim was very helpful. I will return!
Michelle · 11 March 2024
★★★★★ 5/5
TrustpilotGood stay in London
We had a great time in London. Our appartement was good and also good located. Thanks to Akim who has given us good information.
Dianne · 18 February 2024
★★★★★ 5/5
GoogleA very pleasant stay. The apartment was well-furnished and very well located, close to the metro. We highly recommend this accommodation. Thank you.
Maria · 12 December 2025
★★★★★ 5/5
TrustpilotThe apart is very nice and cosy
The apart is very nice and cosy, very well located. The communication with the host was great,Akim was very helpful.
Sim · 8 May 2024
★★★★★ 5/5
TrustpilotOur trip to London
Our stay was great. The flat's location is very good, bus stop just in front and 5 min walk to nearest metro station, is at walking distance from the center. Akim and the rest of City Relay team were very attentive and responded swiftly to any questions or concerns. Totally recomended if you want a place close to center in a nice neighborhood.
Daniel · 6 August 2024
★★★★★ 5/5
TrustpilotSince City Replay have taken over 24…
Since City Replay have taken over 24 Pembridge Square I have benn dealing with Laura Magriet & Penny Canning. Both have been extremely helpful and easy to deal with. I wholeheartedly recommend them for their professionalism and how they have made my life considerably easier!
Chris · 25 October 2023
Agent replied · 12 June 2024
Thank you, Chris, for your feedback and your kind recommendation of Laura and Penny from our team. It's great to hear that they have been helpful and professional in making your experience smoother. If you ever have more feedback or if there's anything else you'd like to share or inquire about, please don't hesitate to do so. Wishing you all the best. City Relay!
★★★★★ 5/5
TrustpilotGreat Notting Hill flat
Had a great experience with our City Relay flat (booked via Vrbo), arranged by Akim. The dedicated web site and fast-response WhatsApp support was super-helpful to find the property, get keys, confirm checkout, all kinds of stuff. The location was fantastic, right next to Kensington Park, the 94 bus line and a tube stop. Very easy to get around. I’d stay here again.
James · 4 August 2024
★★★★★ 4/5
TrustpilotThe apartment is great
The apartment is great. It’s clean & comfortable. It’s spacious & feels like home. Thanks to Akim for making sure our stay was memorable
Muhammad · 13 February 2024
★★★★★ 1/5
GooglePoorly operated and UNETHICAL property management company. They taken your money, apologize for the inconvenience, but continue to operate unethically. False misrepresentation of properties.
Stay away as travelers do not need to spend their time addressing a lodging issue. Wrong, wrong, and WRONG.
Also shame on the property owner for not handling the issue with the property management company’s. Therefore, I wouldn’t entertain booking anything owned by the property owner or City Relay
Anon · 22 January 2024
★★★★★ 5/5
GoogleLoved this space! Location was A+. Customer service from Akim was also great. Would go back again!
Krista · 27 June 2024
★★★★★ 5/5
GoogleWe had to find a place to stay in London for four days at short notice and were really lucky to get this apartment. It was completely sufficient for three (to four) people, clean, well-equipped and very central. Communication with City Relay was quick, reliable and friendly. I would go to this apartment again at any time.
Jane · 6 November 2024
★★★★★ 1/5
TrustpilotDirty and unsafe
Unit Cons: Reeked of mildew; had to wait 2 ½ hours for cleaning (until 18:30 GB time) and could use flat before cleaning; elevator stopped in middle of descent and all lights went off; in entry multiple dangling canister light with exposed wires. After cleaning was completed: broken dishwasher rack; dirty gross fridge and freezer; shower control fell off when touched; shower heads very blocked; walls stained and unit generally unkempt (ex. visible full handprints on walls); safe locked and unusable; refuse area overflowing and difficult access; no instructions RE how to use air system, appliances, trash, or checkout until messaged; very hot; fire alarm in entry going for more than 15 min indicating problem in basement and City Rely unaware that alarm was triggered and unwilling/unable to confirm that there was no fire.Pro: lower than market price for very good (not best) area for sight seeing. I would not go back or ever use a City Rely property. City Relay consistently responsive and unhelpful.
Linda · 30 July 2023
★★★★★ 1/5
TrustpilotRelocated to a dingy back alley
We booked an apartment from Philbeach Garden Rooms hotel and were supposed to be in a nice area less than 500m away from the main hotel. We were, however, relocated because of a shower in our room not working, but we were never informed of this. We only realised the day before our trip that the address wasn't matching the Philbeach hotel at all, it was 14km away in a small alleyway. We contacted city relay when we went to the location and saw that it was a dingy back alley where drunk homeless people were living in a tent and peeing next to the tent. The alley felt unsafe and uncomfortable. Also the door to the alley was really difficult to open and would take several tries before you can get inside. So we had to get to the apartment earlier in order to feel somewhat safe since we couldn't get inside quickly. FYI, we are a mom and an adult daughter, so no men with us on this trip.When we finally got through the alley door, we found our apartment door but couldn't open it. A man who said he "sort of" works there helped us open the door. It was all very confusing. When we saw the apartment, it was NOTHING like the pictures we saw on the Philbeach Garden Rooms website. The apartment looked gloomy and the wall-to-wall carpet in the bedroom was dirty. The reason for our relocation was a faulty shower but that night we realised that this shower didn't work properly either. The water came in a dribble and after about 30 seconds the water would turn scalding hot. We were unable to use the shower and had to use water bottles as a "shower", since the sink tap had both hot and cold water and we were able to mix them. Other things not working were the WIFI, TV, some lights, and the aircon. We connected CityRelay but they were no help. Kept saying that there is nothing they can do and sounded really condescending, as if we were being unreasonable. We were promised a 20% discount if we stayed but never got it. After we said we would take the 20% if that is the best they can do, they never answered again. Booking hasn't answered to us either. We honestly felt like we had no other choice but to stay since we had already paid over a 1000 euros and other places on short notice would be that and even more.I have traveled to over 20 countries, some more than once and never have I been relocated without being properly informed, actually, I have never been relocated, period.Edit. We have now been contacted by Booking.com and City Relay and both companies have taken measures to make this situation better. At this point we only want a refund since the trip is over already, nothing to be done about that anymore. We have been promised a 50% refund and are happy with it. Still, in the future, City Relay should help their guests in real time, when the issues arises, not later on as an apology.
Maija · 24 July 2023
★★★★★ 5/5
GoogleWe recently stayed in a fantastic place in Elephant & Castle, London. The accommodation was super modern with everything you needed, including lovely white dressing gowns.
Peter · 8 November 2025
★★★★★ 5/5
GoogleHad a great stay! Thanks to Akim for helping us check in early and the quick communication!
Sam · 20 June 2024
★★★★★ 5/5
TrustpilotWe received such a perfect professional…
We received such a perfect professional service from City Relay. Thank you Akim for letting it happen. Victor was prompt at the premises when we arrived. Laura was also responsive when we had a surprise bedroom issue. It was fixed and all was good.
Cuneyt · 10 May 2022
★★★★★ 5/5
Trustpilotfast communication
Overall, I had a pleasant stay here. I had a problem getting my key when I checked in, but the team quickly helped me resolve the issue. The communication was very pleasant.
咨翰 · 8 September 2025
★★★★★ 5/5
GoogleStarting from the top service to the super modern and clean apartment! I can only recommend City Relay, because even if there are questions or complications, you can reach someone 24 hours a day. I will book with City Relay again next time.
Adrian · 23 November 2023
Agent replied · 20 June 2024
Dear Adrian,
Thank you for your fantastic review! We're delighted to hear that you enjoyed the top-notch service and found our apartment to be super modern and clean. Providing a 24-hour service for our guests is our priority, and it's great to know that you appreciated it.
We look forward to hosting you again during your next visit. Best regards, City Relay
★★★★★ 5/5
GoogleWe stayed for 4 Nights at the Apartment, Neat apartment with all services available and we found it very cozy and comfortable. Great location advantage as its near to Underground Metro station which you can leverage to travel to London Central or multiple attractions..... Customer services team is very supportive and responsive with any query you have, we were supported by Akim Courail and they were very helpful.
Mukesh · 21 April 2024
★★★★★ 5/5
Trustpilotthx for an amazing holiday
our stay was great. the City relay team was very reliable and quick with all our questions from the day of booking. everything was solved very quickly and swiftly by City relay. the check in was uncomplicated and the staff very friendly. thank you to the whole team.
Pirmin · 17 July 2023
Agent replied · 12 June 2024
You're welcome, Pirmin!We're delighted to hear that you had am amazing holiday and a great stay with us. We're glad that our team was able to provide reliable and quick assistance to all your questions and ensure a smooth and uncomplicated check-in process.Thank you for your kind words and appreciation for our team's efforts. If you ever plan to visit again or have any more questions or requests, don't hesitate to reach out to us. Safe travels,City Relay
★★★★★ 5/5
TrustpilotWe had a wonderful experience
We had a wonderful experience staying at this place. Akim was helpful and always answered promptly to our messages. We are grateful! Regards,
Stefanie · 20 February 2024
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.
