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.
4/5
GoogleThe property was clean and tidy, very satisfied overall. Akim from the management team was very helpful during my stay. I give it four stars as the boiler didn’t work properly and I had to turn on a switch at least 30 mins before I wanted to use a hot water from the tap.
5/5
TrustpilotWe (4 total) rented a spacious…
We (4 total) rented a spacious apartment in Notting Hill for a one week vacation. City Relay was extremely responsive to all of my requests and questions, and securing the keys for check-in was a breeze.
Dear Grace,Thank you for your feedback. We're delighted to hear that you and your group had a great experience renting a spacious apartment in Notting Hill for your vacation. We aim to provide excellent service, and it's great to know that our team was extremely responsive to your requests and questions, making the check-in process a breeze.If you have any further comments or feedback to share, please don't hesitate to reach out. We hope to have the opportunity to host you again in the future.Best regards,City Relay
5/5
TrustpilotHappy renting out my property with City Relay
I've just started renting out my house with City Relay, and from the outset I've been pleasantly surprised by the attentive level of service, support and communication from their sales team. Akim and Oona have been brilliant in talking me through the services they provide, and addressing my questions and concerns. When it comes to getting the property onto the market, while you do have to submit quite a lot of information to make sure your listing includes all the relevant info, City Relay were great at talking me through the steps and setting everything up smoothly. Having just started, I've already got 2 bookings for my property and so far I'm really happy with the experience.
5/5
TrustpilotI had a business trip where I decided…
I had a business trip where I decided to use City Relay to stay in London. And I was more than satisfied with the service provided. Easy check-in/check-out instructions and nice apartment. Definitely highly recommended service to use for your business trips ansd holidays in general. Akim - credits to you.
5/5
TrustpilotNice flat and great service!
The flat was really nice and clean. Despite my last-minute booking, City Relay arranged the check-in and sent a person to welcome me. When I left, as I was carrying 2 large bags, the company arranged the easiest check-out. Very professional, great service!
Thank you for taking the time to share your positive experience with City Relay, Francesco! We are delighted to hear that you enjoyed your stay in the clean and nice flat we provided for you. We appreciate your kind words and look forward to hosting you again in the future. Best regards, City Relay
5/5
TrustpilotI had a great stay in Maida Valle
I had a great stay in Maida Valle. Thanks to Akim and the team for the excellent Service.
5/5
TrustpilotFantastic service
We needed to find a flat in London for 4 month or so for our family (my husband, me and our 2 children of 4 and 6 years old). We moved to London from Chile for that time. At the beginning the process was hard and with other agencies we can´t find what we were looking for (considering budget, place, location, connectivity, green areas and security issues).Sometimes others agencies offered to us properties over our budget and insisting that the apartments that we were interested on were not available (even when in their pages were offered on the dates that we needed).And then we found City Relay, the services was always kind, fast and according of what are we looking for. They gives us all the facilities and help us on everything. I want to stand out especially to Marilou Tamvaky, she was an incredible agent, always answered our doubts and clear them honesty. City Relay helped us with all at the arrive, even when we have to wait until the time of the apartment was ready to us because our flight came to London very early. When we finally arrived to the property, we could confirm that the apartment was exactly what we saw on internet, all works well, the neighborhood is amazing and very well connected. Thank you very much City Relay, we definitely recommend them.
5/5
TrustpilotExcellent service
Excellent service ! We thank Christy at the city relay , she was adorable and helpful !
Dear Anna, 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
TrustpilotThank City Relay and Akim!
A beautiful place to stay! All was OK since the beginning. Very clean and nice. I recommend it 100%. Also thanks to Akim to do my stay so much easier!
4/5
TrustpilotThanks Stephen
Thanks Stephen patiently answered my questions and helped me to solve my problems. Cheers
5/5
TrustpilotWonderful experience!
I have nothing but good things to say about my experience with City Relay. From first communication to last, the team was always helpful and responsive. I asked many questions, and always received prompt and courteous answers. We loved the flat we selected and found that the City Relay team had prepared it nicely. The exit experience was similarly perfect. Thank you!
Thank you so much Carol for your lovely review! We are more than happy to answer any questions you had, and we are so pleased you had a lovely stay! Have a great week.
5/5
TrustpilotBest service provider so far!
I have been a member of the City Relay community for over a year now and I must share my absolute satisfaction! The service they provide is faultless, their team is incredibly nice and responsive, and their fares are very reasonable, aligned with the competition which does not deliver as much... Altogether City Relay provides a very relaxing experience, both for my guests and for myself!
Hello Jean-Francois, Thank you so much for your awesome review! We are glad to know that you love our guest service. All the team is always here to make sure that the guests have the best stay.
5/5
TrustpilotHenry Williams was wonderful at Helping…
Henry Williams was wonderful at Helping me find my property to rent!
Thank you Tia, very kind of you. Henry is a star isn't he.
5/5
TrustpilotExcellent walkthrough of company's service offering
Very professional, experienced and honest walkthrough of service offering. After a very friendly phone call Akim invited me to meet at the office premises of city relay where he explained in his extremely friendly manner the service offering as well as its intricacies. Would highly recommend to anybody to speak to Akim in this challenging business environment. Many many thanks!!!
2/5
TrustpilotTerribly Organised Company with a Good Tenant Support Team
I stayed at a City Relay property for a 1 year tenancy over the last year. The property was provided without internet (I was told by the City Relay real estate agent it had Fibre Optic) and setting up WiFi in the apartment took many months as the property had previously had BT internet which had been torn out in favour of Virgin Media cables, presumably prior to discovering that Virgin Media didn't actually provide internet to the street. The fact the original cables had actually been torn out (and destroyed) made getting BT installed a hassle. The lack of planning required to not even bother to check which provider serviced the street before making such a major change should probably have been a first warning.Upon arrival the plumbing had been concreted over by the builders (I believe it was a new build but still unclear how something like this can happen) and as a result when I used the sink or any running water, sewage started to come out of the shower drain. Given the shower was level with the floor this quickly began to seep out into the main house. I called City Relays tenant support line (who are very friendly and potentially the only thing that works about the company) who promised they would send a plumber down ASAP. Many hours later the plumber had still not arrived and the smell had permeated the entire house. Upon calling the tenant support again City Relay still hadn't dispatched anyone, when I asked if I could arrange my own emergency plumber and charge it to the City Relay I was told I could not (semi-reasonable, but given the circumstances if I was a landlord I'd probably be pro the tenant arranging something to prevent water damage etc rather than letting City Relay 'manage' it). The plumber eventually arrived and essentially told me not to use the water until the builders arrived to fix the problem, this took at least 2 more days (roughly I didn't keep track in my calendar).City Relay regularly sent people round to the apartments with little to no prior warning, in the first few months a roof cleaner was let into the top floor apartment without the knowledge of the top floor tenant, when we complained about the lack of warning City Relay sent out an email warning us of a visit *after* the visit had occurred. The doors for my apartment were keypads with a code, which meant anybody could gain access to my apartment if they knew the code, City Relay regularly shared the code to my house with builders, cleaners and various admin staff which felt very unsecure as they would often just let themselves in without ringing the doorbell.The downstairs balcony we were promised would be finished prior to move in, 1 year later, the balcony is still unfinished. The one time I called to enquire about when it would be finished, I was informed it would be next week. I guess 'next week' is an abstract concept which never really arrives so they weren't lying. We also agreed to have desks installed at the landlords expense which we would get to keep at the end of the tenancy, City Relay of course tried to walk that back - always make sure you have details in writing with them as a word of warning.All in the experience with City Relay was terrible. If I was a landlord I wouldn't trust City Relay to manage their way out of a paper bag let alone my property. Their ineptitude and lack of organisation regularly made the tenants step in to prevent active damage to the property. It's unclear what service they actually provide besides collecting a pay check. As a tenant, the tenant support line was always friendly, but there was always a disconnect between what was arranged with them on the phone and what actually happened. Whoever heads up the Operations Department at City Relay needs to be fired as they clearly have no idea how to deliver on the promises made by their team to the tenants.It was definitely a very odd experience, everyone I met and spoke to at City Relay was very friendly, they just seemed to lack the authority within the company to actually do anything. The company as a whole is terribly mismanaged and honestly deserves to go out of business (at least for long term tenancies, I can't speak to their AirBnB business which from reviews seems to be good).EDIT:Management team called to discuss, they were again very friendly and definitely improved my view of the company. A lot of the issues seemed to be as a result of a lack of communication with me about processes that were being slower than usual rather than a complete lack of response. I'm still unlikely to stay at a City Relay property again but at the very least they do seem to be responsive to fair criticism and are taking action to resolve the issues I experienced. (Bumped up from 1* to 2*).
5/5
TrustpilotHad a really good experience with the…
Had a really good experience with the City Relay guys and Akim was very helpful in showing us the property and answering any questions we had! Both Akim and Leonie are very friendly and hoping they can help with our search!
1/5
GoogleAbsolutely awful company, if you have a property, it would be better to leave it empty than rent with city relay. Full review coming shortly, as we are still waiting for an email from them to confirm when they are paying us an outstanding balance (an email that was going to come "later today" 3 weeks ago btw) TL:DR - City Relay are not to be trusted.
5/5
TrustpilotHighly professional and commercial!
I've had a fantastic experience partnering with Akim Courail-Jones, who introduced me to City Relay London for my high-spec property. His professionalism and dedication have made a significant impact on my decision to use them in the future, and I look forward to continuing our successful collaboration. Highly recommended for any host looking to streamline their operations and maximise their rental income!
5/5
TrustpilotExcellent landlord communications
We researched the Airbnb short to medium term lets market and City Relay appeared to offer a good and personal service. What made it stand out from the competition was Akim Courail-Jones who was very responsive and was the only one to come to the flat and meet us and talk us through how the company operated including the tech. It made the other companies look lazy and some of the service offers appear comparatively poor. As a landlord I would feel confident about City Relay handling our flat.
5/5
TrustpilotLocation was excellent and quiet
Location was excellent and quiet. Apartment had everything you need. Bed was very comfortable and shower/bathroom excellent.
Dear Stephen, 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
TrustpilotWonderful and responsive team
Wonderful and responsive team. Akim was brilliant, arranging last-minute viewings over the weekend. Viktor was wonderful too. I'm really chuffed to have chosen them, I'll be recommending them to anyone looking to rent short or long-term properties in London.
5/5
GoogleGreat apartment, great location and good service. Thanks Akim
5/5
GoogleGreat place to stay within a stones throw of Earls Court. The apartment is comfortable and peaceful. Just beyond the private patio is a beautiful communal garden which is very well kept and very spacious. Communication was excellent and we found Akin particularly helpful with any queries we had. Thank you - we will definitely stay again.
5/5
GoogleWas a very pleasant process. Akim was very attentive and meticulous, the transparency during the viewing was very reassuring after some very stressful experiences with other estate agents -- I would definitely recommend his service again! Akim was a gem.
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