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
TrustpilotGreat service
Have so far had a great experience with city relay. Akim who showed us around the house was very helpful with any questions and queries and always replied to our messages instantly couldn’t have been more helpful so thanks so much Akim. Would definitely use city relay for future trips.
3/5
GoogleFacilities were perfect for a young family, able to cook, wash clothes and invite friends over. Is a relatively quiet area. Apartment is spacious, although not sound proof and noisy for a sleeping infant or young child. Could do with half decent mattress and pillows. Thanks for meeting me at the apartment Eduardo! Will consider staying again some time.
5/5
GoogleCozy comfortable place to live in...i enjoyed my stay
5/5
GoogleA very beautiful place, I really felt at home
5/5
GoogleGreat stay a terrific location. Thanks for having me.
5/5
GoogleBest stay in London. Will definitely comeback. Thank you.
5/5
TrustpilotWe are staying at Cathcart Road/Earl’s…
We are staying at Cathcart Road/Earl’s court The flat itself was really great: spacious and really clean and amazingly situated: easy to commute by bus or via the underground to wherever you need to go. City Relay has a great communication, it has been really easy to get in touch with them. We had to adjust our stay and they were flexible to extend our stay and opt for a late check out
Dear Eléonore Gluntz, thank you very much for your review. 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 recognized through the excellent quality of your stay. Nothing means more to us than a satisfied guest. We look forward to hosting you again soon. Best regards, City Relay Team
5/5
TrustpilotGreat experience in London
Great experience in London, found them on airbnb.
5/5
GoogleGreat location! The apartment was fully equipped, clean and very close to groceries, restaurants, metro station and bus stop. We really enjoyed our staying! If I have to say something, we didn't manage to have our bedroom smart tv working but was probably our fault.
Dear Valentina , Thank you for sharing your positive experience with us! We're delighted to hear that you enjoyed your stay at the apartment and found its location, amenities, and cleanliness to be to your satisfaction. We're sorry to hear about the issue you encountered with the smart TV in the bedroom. Technical glitches can sometimes happen, and we appreciate your understanding. If you ever encounter such issues in the future, please don't hesitate to reach out to our support team for assistance. We're here to help and ensure your stay is as comfortable as possible. We hope you had a wonderful time exploring the area and that you enjoyed your time in the city. Thank you once again for choosing to stay with us, and we look forward to welcoming you back in the future. Best regards, City Relay
5/5
GoogleThe apartment was very nice, excellent location and helpful staff, in particular Akim, a helpful and precise person
5/5
GoogleBoth myself and current housemate was shown around a lovely 3 bedroom property today by Julia. Julia was prompt and on time to the viewing and showed completed professionalism. All areas of the house were covered and all questions asked. It made our time viewing a pleasure. Thanks JuliaPositiveProfessionalism
5/5
TrustpilotExcellent place to stay I would highly…
Excellent place to stay I would highly recommend it to anyone visiting London, I stayed with my 2 kids and it gave us the freedom that you would not get in a hotel.Check in was easy and the flat has all the amenities you would ever need, minutes walk to paddington station, shops and bars.When I visit London again next time I will for sure be staying here.10 out of 10
Hello Bruce,Thank you for this amazing review! It's nice to hear that you've loved the property, and we hope you've had a great time with your kids. Looking forward to seeing you again :)
5/5
TrustpilotWe had a family vacation in London with…
We had a family vacation in London with my two young children and I have to say the location was perfect. The apartment was fantastic and met all of our needs. City relay were fantastic and quick and resolving any issue... however small they were promptly. The apartment is a gem and we loved every second we were there. Thank you for having us Vishal and family x
Thank you Vishal. So pleased you and your family had a lovely stay with us. We hope to see you again.
1/5
GoogleIf I could give this lettings company zero stars then I would. I find Andre Mostert's (letting agent) behaviour appalling. He arranged a flat viewing for the wrong day (I have written email confirmation) and so no one arrived to show us (and other prospective tennants who were also mis-informed) around the flat. The person on reception said that he would call to offer an apology and re-arrange the viewing. I did not receive a call, merely an email explaining that he got the day wrong and the viewing was tomorrow. Considering a fair amount of time and money has been wasted on getting to the viewing, I would have expected a better apology than this. The apology reads as follows "sorry for the inconvenience but the open house is scheduled for Saturday and not Friday as it is a bank holiday". I cannot see any remorse in this message or any sign that Andre has taken any responsibility for his mistake. Overall, the customer service from the letting agents is appalling and I would not want to live in a flat managed by this company.
1/5
GoogleFirst, there is absolutely no such thing as “24/7” customer service or emergency line. The first booking we had with them, we arranged to arrive at the property at 10am (paying extra for early check in). We got to the property at 10:30 and realized we did not have any access to the building. We called the emergency line 10+ times with no answer and decided to email. At 10:50 we received an email “sorry for the delay” with the access code. We brushed it off thinking it was a one off issue. The following week on Friday night, we booked another property on their website. We paid early check in again (advertised as 24 hours a day option) to move to the other property at 9am. We received 4 different confirmation emails as well as confirmation from my bank that the full amount of money was withdrawn for the transaction. At 10am we still did not have any access. Again, we called the “emergency line” for over an hour and a half and FINALLY received an answer on the other end saying “the booking was cancelled and there is already a tenant in that property”. Not a single call, not a single email, no notification whatsoever that we wouldn’t be able to stay as planned.. TWO HOURS AFTER THE CHECK IN TIME. So. At 11am on a Saturday morning with 9 pieces of luggage, we had absolutely no where to go. Their reason was “you booked after hours”. So you're telling me your website that advertises all of this 24/7 support, that said the property was free, let us book, and charged us was just “wrong” because it was after normal business hours? Are they serious? Absolutely appalling and unprofessional experience.
5/5
GoogleThe stay was amazing, the house was warm and had all the required facilities. Located near clapham junction, we had access to all the necessities. We loved the stay and would love to stay here again if given the opportunity! Akim, from the team, was of great help.
Thank you for taking the time to leave a review and for sharing your positive experience with us, Vibhu. We are thrilled to hear that you enjoyed your stay in our accommodation and that you found it to be warm and well-equipped with all the necessary facilities. We are delighted to hear that Akim from our team was of great help and provided you with excellent service during your stay. Thank you for choosing to stay with us, and we would be delighted to have you as our guest again in the future :)
5/5
GoogleWe stayed at a fantastic apartment that was hosted by City Relay in London for a week. From the check in process, to the assistance during the stay and the check out process, I cannot recommend them enough. The City Relay team, including Lauren and Akim, went above and beyond to make sure everything was seamless and we had the best experience possible. I highly recommend them and if you have any doubts, please take this review as your sign to go ahead and book. One of the easiest and best experiences I’ve had. Thank you so much team!
1/5
GoogleSerious concerns with London rental w/ City Relay The apartment/townhouse was exactly as pictured for our family vacation in London. We had a great location but also had serious issues that impacted our trip. First, the washer/dryer did not work at anytime during our visit and the shower drains were slow to practically not working (or just very very slow). My wife contacted City Relay many times during our visit concerning both issues. City Relay said they sent in a repair person for the washer/dryer then contacted us that it was in working order....which it was NOT. Then regarding the drains they dropped off a bottle of drain cleaner (usually some kind of acid) and asked us to pour it down the drains. We did not even open the drain cleaner because we didn't think it was our responsibility to do the maintenance that City Relay was responsible for....plus we did not want to touch dangerous chemicals for pipes. We had to use the laundrymat down the street for drop-off same day service due the the non working washer/dryer (lookup code E20 - clogged drain) that the unit would only display. Ugggggg. In the end, City Relay had to refund our early check-in fee of 50 pounds just to cover the expense of laundering our clothes down the street. They were not the easiest to deal with and I don't think they are very honest in their rentals by renting units with broken appliances. When my wife would contact them all they would say is 'we are sending this on to our team'? What does that mean and my wife would have to follow up just to keep them honest. I own two rental units myself so I know what good customer service is and City Relay just gave us the run around.
5/5
TrustpilotGood experience from city relay
Good experience from city relay. Akin was very helpful with the process before checking in. And all staff promptly responded to messages. Rented 1 bed flat for 2 weeks. Good communication with the office. Very good standard, all amenities available, flat well furnished and comfortable.
5/5
TrustpilotExcellent Airbnb Experience
Great property management company. Easy check-in and check-out process for our Airbnb. Well-kept apartment with great amenities. Communications was perfect and customer service was excellent!
Dear Alton, 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
GoogleIt is the most amazing time we spent in this apartment...location was most perfect...bed was very comfortable..all we want was there...the balcony was beautiful with nice decorations...they reply immediately for any questions...I love to come back to same apartment... All regards Souad
Dear Souad, Thank you for your delightful review! We're thrilled to hear that you had an amazing time in our apartment and that you found the location to be perfect. It's great to know that you appreciated the comfortable bed, well-equipped amenities, and the beautiful balcony. We always strive to be responsive and helpful to our guests' questions. We would love to welcome you back to the same apartment in the future. If there's anything you need, please don't hesitate to contact us. Best regards, City Relay
5/5
TrustpilotGreat onboarding process
Dominique, Katie, Oona and the rest of the team made the onboarding process a pleasure, from getting our flat ready, to seeing the first bookings come in. The dashboard for seeing bookings/calendar is really useful and easy to use. Looking forward to a good long term relationship with city relay!
Thank you for sharing your positive experience with City Relay's onboarding process, Peter! We're thrilled to hear that Dominique, Katie, Oona, and the rest of the team made the process a pleasure for you. We take pride in making the onboarding process as seamless as possible for our clients. We're glad to hear that you also find our booking/calendar dashboard useful and easy to use. We're looking forward to continuing to work with you in the future!
5/5
GoogleA very enjoyable stay in the apartment at Brunswick Park. Comfortable apartment and nice service. Akim was very helpful.
5/5
GoogleStaying at this nicely refurbished flat it didn't feel like a flat as this three bed apartment is spread over two floor. Modern feel an to be greated at the apartment was a nice touch 👌. Akim greated us an was a great host, he showed us around the apartment, words can only say its a touch that makes all the difference would definitely stay again. 😀
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