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
TrustpilotHelpful and considerate company
I had a serious problem with the property I had booked. City Relay went out of their way to fix it, including organising alternative accommodation for me nearby while the issue was fixed.
Dear Alastair, Thank you very much for your comment. We are very pleased we managed to fix the unfortunate situation, looking forward to hosting you again soon :)
1/5
TrustpilotThey refused to give me 100% refund
They refused to give me 100% refund, even though I cancelled 4 months in advance.Airb&b Standard cancellation policy states - For a full refund, cancel at least 7 days before the experience is scheduled to start or within 24 hours of purchase.This company are going to steal 50% of the £1,000+ I paid and then have the chance to re-book it and get 100% from another member of the public.THEY ARE AN UTTER DISGRACE AND WE WILL BE TAKING THEM TO COURT
5/5
TrustpilotFriendly service
I have worked together with Stephen on several occasions. He has always been super helpful, providing great service and communication.Looking forward to many more collaborations
Dear Melanie,Thank you for taking the time to leave such positive feedback about your experiences working with our team. We're delighted to hear that Stephen has been helpful, provided excellent service, and maintained clear communication during your collaborations.We look forward to continuing to work together with you and ensuring successful collaborations in the future. If you ever have any questions or need assistance, please don't hesitate to reach out.Thank you for choosing City Relay, and here's to many more successful collaborations!Best regards,The City Relay Team
3/5
Trustpilotmixed
Great location, flat was well furnished with good facilities. Unfortunately, the bathroom had a very strong, unpleasant, smell of smoke, which was not resolved satisfactorily during our stay.
Thank you for your feedback, CC. We're glad to hear that you enjoyed the great location and found the flat well furnished with good facilities. However, we apologise for the unpleasant smell of smoke in the bathroom that persisted throughout your stay. We understand how important a comfortable and odor-free environment is for our guests, and we apologise for any inconvenience caused.We apologise for not resolving this issue to your satisfaction during your stay. We appreciate your feedback and will use it to address the problem and ensure that such issues are handled more effectively in the future.Thank you for bringing this matter to our attention. We value your feedback and hope to have the opportunity to provide you with an improved experience in the future.Best regards,City Relay
5/5
GoogleAkim assisted us through our stay with City relay and it was amazing! Amazing property at a reasonable price. All our questions were answered promptly and me and my family had a lovely time exploring London! Thank you for hosting us :)
5/5
TrustpilotBeautiful apartment in Highgate stayed…
Beautiful apartment in Highgate stayed for a whole week.Was made to feel very welcome by Akim the host who showed me around and explained everything.Would definitely stay again
5/5
TrustpilotEarls Court Apartment
Earls Court Apartment: The flat was beautifully located and in well shape. You have to love the hard wood floor and the view from bed into the London sky at night or in the morning. The staff of City Relay, like Akim, was helpful. Would definitely recommend it!
5/5
TrustpilotFantastic service
Fantastic service! The team were very supportive. Mr. Akim was especially helpful in retrieving an important package that we forgot at the apartment. Thanks Akim!
4/5
GoogleThe flat we stayed at was great but City Relay were were at times slow to respond to emails, arranging repairs etc. However overall our stay was good.
Thank you for taking the time to share your feedback regarding your recent stay at one of our flats, Sabine. We're glad to hear that you had a good stay and enjoyed the flat. However, we apologize for any delay in our response to your emails and in arranging repairs during your stay. We hope to have the opportunity to host you again in the future and provide you with a more seamless and enjoyable experience.
5/5
TrustpilotReally convenient location and room had…
Really convenient location and room had all the essentials for my relatively long stay. Akim was helpful and quick to respond to any queries I had
5/5
GoogleAn incredibly urban and yet super tranquil house in Camden, London! Loved the place and would definitely stay there again. Akim from City Relay ensured that everything went smoothly and was clean, accessible, etc. and he did a fantastic job! 10/10 🙌🏼 …
5/5
TrustpilotAmazing home
Amazing home, tastefully done in the perfect neighborhood!! The staff was great with communication, the view was stunning. This home was the highlight of our trip.
Thank you for your kind words, HG! We are delighted to hear that you had an amazing stay in our tastefully done home. It's wonderful to know that you enjoyed the stunning view and that our staff's communication was great. We are honored to have been the highlight of your trip and hope to welcome you back again in the future.Best regards,City Relay Team
5/5
GoogleAn incredibly urban and yet super tranquil house in Camden, London! Loved the place and would definitely stay there again. Akim from City Relay ensured that everything went smoothly and was clean, accessible, etc. and he did a fantastic job! 10/10 🙌🏼 …
5/5
TrustpilotWell done CityRelay!
CityRelay has been really helpful with sorting out a problematic guest I had earlier this year! Oona has been amazing in handling difficult conversations and situations.
5/5
GoogleAppropriate, clean, well situated
5/5
TrustpilotThe apartment we stayed in was…
The apartment we stayed in was beautiful, clean, cozy. Communication was good, they wondered if everything was okay. I highly recommend.
Dear Andrea,Thank you for sharing your delightful experience with us! We're thrilled to hear that you found our apartment beautiful, clean, and cozy. Ensuring our guests feel at home and well-cared for is always our aim.Your recommendation means a lot to us! We hope to have the pleasure of welcoming you back for another wonderful stay in the future.Best regards,City Relay
5/5
TrustpilotWe had a great stay!
We had a great stay at the beautiful apartment!Akim was incredibly helpful and a wonderful point of contact for all of our needs.A very successful trip Thank you!
5/5
TrustpilotThe apartment we stayed in was great…
The apartment we stayed in was great and Laura and Akim were a great help with the check in and check out!
5/5
TrustpilotI was happy with the service provided
I was happy with the service provided, I found the staff helpful and responsive and I had everything I need during my stay
Dear Samia,Thank you for taking the time to leave a positive review of our service. We're delighted to hear that you were satisfied with your stay and found our staff helpful and responsive. Providing everything you need during your stay is our goal, and we're pleased to know that we met your expectations.If you ever plan to visit again or need assistance in the future, please feel free to reach out. We're here to help make your stay in London as comfortable and enjoyable as possible.Best regards,City Relay
5/5
TrustpilotAkim was extremely friendly and…
Akim was extremely friendly and welcoming. He provided me with all relevant information about the property and answered all of my questions. A great professional overall service.
5/5
GoogleWe’re in the process of setting up our home with City Relay and have enjoyed a good experience so far. The visits to our home to answer questions and give us comfort have been particularly helpful. We are excited about our first renter and look forward to a long relationship with City Relay.
5/5
TrustpilotGood instructions and information from…
Good instructions and information from Shara and others at City Relay. The flat was lovely and clean and perfect for our holiday thanks
Hi Sue, Thank you for your kind review and for choosing City Relay for your holiday accommodation. We're thrilled to hear that you found our instructions and information helpful and that the flat met your expectations in terms of cleanliness and suitability for your stay.Should you decide to return to London or have any future travel plans, please feel free to reach out. We'd love to host you again and ensure you have another wonderful experience.Best regards,City Relay
4/5
TrustpilotSpacious Apartment outside the city
The house was clean and tidy and quite spacious. It was close to public transport which made it easy to travel into and around the city.
Dear Eliza,Thank you for sharing your feedback about your recent stay at our spacious apartment. We're delighted to hear that you found the house clean, tidy, and quite spacious, providing a comfortable environment for your stay.We're glad that the apartment's proximity to public transport made it convenient for you to travel into and around the city. Easy access to transportation is important, and we're pleased that it enhanced your overall experience.Thank you for your kind words. It was a pleasure hosting you, and we hope to have the opportunity to welcome you back in the future for another enjoyable stay.Best regards,City Relay
5/5
TrustpilotThe staff was helpful and it was nice…
The staff was helpful and it was nice being able to store our luggage there on our last day since checkout time was hours before our train.
Dear Laura,Thank you for taking the time to share your feedback about your recent stay with us. We're delighted to hear that our staff was helpful.We understand that early checkout times can sometimes be inconvenient, especially when you have a later train or flight. We're glad we were able to provide a luggage storage solution for you.We appreciate your kind words and we hope to have the pleasure of welcoming you back in the future. If there is anything else we can assist you with, please don't hesitate to reach out.Best regards,City Relay team
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