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
TrustpilotI have spent 2 weeks in City Relay
I have spent 2 weeks in City Relay, and it was a very great experience. The living room was quite big which is great. Also, the kitchen was very great, Mr. Akim provided the flat with a variety of cooking tools from spoons to plates to boiler. What I also like was that the location of the apartment is really close too many different restaurants and sainsbury was 15 ft away from me. The apartment was also very clean.
5/5
TrustpilotJulia is really helpful
Julia is really helpful! The studios are nice!
Thank you Chen. Great to hear that Julia was so helpful.
5/5
GoogleThanks Akim for the exceptional experience 💗 …
5/5
GoogleMy flat in Fulham was clean and had everything I needed for a perfect vacation. City Relay made the check in process easy and helped with transportation from the airport to my flat. All the little details made home away from home so nice.
3/5
TrustpilotGood stay overall
The apartment is really nice and cozy and equipped with almost everything you might need. The check in was really good as our train got delayed and the agent waiting for my partner and I was super patient and met us with a smile. The location of the apartment is perfect for those who wish to explore London as it is only 7 mins away from the underground station and close to all the sightseeings. Also, Anna who was our point of contact was super helpful and responsive. We emailed her at different times throughout the day with inquires and we still got a prompt response from her. However, the check out was terrible. We were instructed to drop off the key at a shop 12 mins away from the apartment and that wasn’t easy to accommodate with all the luggage we had. We asked the cleaners who already arrived by the time we were leaving if they could take the keys instead, but they refused. A second issue is how the cleaners showed up exactly at 11, not giving us the grace period of 30 mins you usually get at any hotel. A third major issue for us was the lack of a postbox, which made it hard for us to get anything delivered. Instead, we had to get our parcel delivered to the managing company of the apartment and go pick it ourselves.
5/5
TrustpilotThe room Was clean
The room Was clean, the bed comfortable an the location good.The only fault was that in mi case it was a third flour with narrow staircase and no lift. I would have want to know that in advance.
Dear MJ, Thank you for taking the time to share your feedback about your recent stay with us. We're glad to hear that the room was clean, the bed was comfortable, and the location was good. We strive to provide a comfortable and convenient experience for our guests, and we're pleased to know that we met your expectations in these areas. We apologize for any inconvenience you experienced regarding the stairs and the lack of an elevator. We understand that this information is important to guests, and we apologize for not providing it in advance. We appreciate your feedback, and we will make sure to update our listing to include this information so that future guests are well-informed before making their booking.Thank you for bringing this to our attention, as it allows us to improve our communication and provide a better experience for our guests. If there's anything else you'd like to share or if there's anything else we can assist you with, please don't hesitate to contact us.We appreciate your stay with us and hope to have the opportunity to welcome you back in the future.Best regards, City Relay
4/5
TrustpilotExcellent landlord by London standards
We've lived in a flat owned by CityRelay for four and a half years while living in London.By and large, they were a good landlord, giving us plenty of space and privacy while being responsive to our queries and issues. We've had the occasional miscommunication, such as being asked to pay for the plumber when we complained about the lack of hot water (turned out the boiler in the shared areas had a faulty gas safety mechanism and had turned off, so nothing to do with us), but these were usually sorted out quickly by contacting the staff. They also graciously waived fees on an electrician visit where it turned out the oven didn't work... Because we inadvertently switched it off at the wall (d'oh!).CityRelay owned the whole building, and while things went well for us, some of our neighbours' issues went unresolved for weeks at a time. So they're not perfect by any means, although they treated us well.I'd like to highlight Perdi Carter-Rowe, Alice Dunn, and Max Skipworth-Button as being particularly friendly and helpful in all the interactions we had with them!
5/5
Trustpilot5 star stay!
Monica, Sri and Fraser are really kind and helpful. They’re super friendly and answered all of our enquiries well. The room is good also! Small but have it all. Thanks for the amazing hospitality guys! Cheers
Dear Malina,Thank you for your kind words and positive review! We're thrilled to hear that Monica, Sri, and Fraser provided you with exceptional service and were helpful in answering all your inquiries. We're also glad that you found the room to be good and well-equipped despite it's size. Thank you for acknowledging our team's amazing hospitality. We appreciate your feedback and it was a pleasure to have you as our guest. Should you need any assistance in your future travel plans, please don't hesitate to reach out to us. Cheers!Best regards,City Relay
5/5
TrustpilotProfessional and efficient staff
I rented a flat at Notting Hill for half a year and had nothing but organized and professional encounters with City Relay agents. Especially when transitioning out of the flat, greatly appreciated Perdi's efficiency and flexibility in making the process as smooth as can be, with support from Nathalie and Ana who were very helpful as well. All requests and communication were responded in a timely and clear manner with regular checkups. It was overall a good experience living there.
5/5
TrustpilotAkim was super helpful and very…
Akim was super helpful and very responsive! I had trouble figuring out how to work the stove and oven and he was able to help me super fast (and on a Sunday too which was great)!
5/5
GoogleI was helped by the lovely Akim who was warm, welcoming and very professional when showing me around the property! He was very helpful and informative, I couldn’t have asked for more! Thank you Akim 🙏PositiveResponsiveness, Professionalism
4/5
TrustpilotThe flat was great an in an excellent…
The flat was great an in an excellent area. Only complaint was that the process to get checked in was a bit arduous, a lot of documentation and paperwork requirements that I didn't really want to deal with on holiday.
Dear Joe, Thank you for taking the time to share your feedback about your recent stay. We are glad to hear that you enjoyed the flat and its location. However, we apologize for any inconvenience caused by the check-in process. We appreciate your feedback and will take it into consideration as we continue to improve our services. We hope to have the opportunity to host you again in the future. - City Relay
5/5
TrustpilotAkim was very helpful in helping me…
Akim was very helpful in helping me submit an offer. He knew all the answers to my questions and was very patience and quick with sending what I needed. Made the whole process so much easier!
5/5
TrustpilotI was so late for a viewing but Akim…
I was so late for a viewing but Akim was super nice about it and was very helpful during the viewing. He showed me around, answered all my questions and even informed me about other options
4/5
TrustpilotGood location, extra charge for it to be properly cleaned.
The flat was in a great location and had all the elements mentioned and shown in the description. It was not as clean as I expected and they charge more for a proper deep cleaning.
Dear Alejandra,Thank you for taking the time to share your feedback with us. We are glad to hear that you appreciated the great location of the flat and that it had all the amenities mentioned in the description.However, we apologise for any disappointment you experienced with the cleanliness of the flat. We understand the importance of cleanliness and maintaining high standards for our guests. We will address this matter with our cleaning team to ensure that the apartments are thoroughly cleaned and prepared for each guest's arrival.We appreciate your valuable feedback as it helps us improve our services and offerings. Your satisfaction is our priority, and we will take your comments into consideration to make necessary improvements.If you have any further concerns or questions, please don't hesitate to reach out to us. We hope you enjoyed your stay overall, and we would be delighted to welcome you back in the future for an even better experience.Best regards,City Relay
5/5
TrustpilotIt was so clean and cozy
It was so clean and cozy, we stayed there for our honey money.Akim was so helpful and he stayed in touch with us all the period.
5/5
TrustpilotAkim and Oona were awesome support
Akim and Oona were awesome support, experience was all round great, despite issues with a leak which cityrelay were really fabulous in supporting me in sorting out
5/5
TrustpilotPerfect - from the comunication to the check-in, from the place itself to the check-out
Always available, completely honest in the ads and quick and responsive to everything.City Relay's place and, more specifically, Akim's team were able to provide us with exactly what we were looking for; I plan on returning to London - and if you do intend to go there for a visit, City Relay will be the perfect partner.
5/5
GoogleWe had a great stay in a very clean Loft close to the center of London. The area never felt unsafe no matter what time. The skyline you could see was amazing. Also the train station was in walkable distance (10min) an every where around where grocery stores.
5/5
GoogleEverything was fine. Thank you!
5/5
TrustpilotQuiet and nice, well located Studio with helpful and nice staff.
I had a very pleasant stay in the studio. The studio is tiny, but very clean and comfortable . Very well located, just around the subway station Earls Court.The staff is very friendly and helpful. Thank you again!
Thank you for your positive review, Marc! We're glad to hear that you had a comfortable and pleasant stay in our studio. Our team always strives to provide the best service possible to ensure that our guests have a great experience. We hope to welcome you back soon!
5/5
TrustpilotI have been a host with CityRelay for 14 months
I have been a host with CityRelay for over a year now. I have a property in central London and my experience with them has been incredible. Very professional, need very little input from me (I live abroad) and very responsive. I now gave CityRelay my second property to manage. Highly recommended!
5/5
TrustpilotPositive Experience
My dealings with Eleni at city relay has been lovely, professional and reliable. I get prompt replies and my general positive experience with the agency has led me to extend my rental period twice.
Thank you for your kind words and positive feedback. We are thrilled to hear that you have had a lovely, professional, and reliable experience with us.We are glad to hear that Eleni's prompt replies and assistance have made your rental experience enjoyable. Your satisfaction is our priority, and we are grateful that you have chosen to extend your rental period with us not just once, but twice.Thank you for being a valued client, and we look forward to continuing to serve you during your extended rental period.Best regards,City Relay
4/5
TrustpilotGreat management
Very tidy and lovely flat in a very well connect area. Akim was very helpful providing timely info for my booking, additional info and available at all times when I had questions.
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