City Relay London reviews

★★★★★ 4/5

Trustpilot

Great apartment!

Fabulous location near buses and Earls Court tube station. The apartment is well appointed and very comfy. Great heating. The company management was extremely accommodating and very responsive. Although the flat is on the busy Cromwell Road, it is very quiet as it is located in the back of the building. Our only criticism is that the bathroom definitely needs updating and could use railings to support getting in and out of the shower (thus our rating of 4 stars instead of 5).

Fern · 27 November 2025

★★★★★ 5/5

Trustpilot

This apartment is exactly as pictured

This apartment is exactly as pictured: clean, sunny, bright, and modern. The bedrooms were perfect for our group of 5 - it's hard to find bedrooms that work when not everyone wants to share a bed. The bunkbeds were perfect. Earl's Court is a great location - lots of restaurants for eating out, plenty of markets to stock up the apartment, easy underground access to multiple lines. The property is managed by City Relay, with an office located nearby, staffed by a delightful team. They offer services such as luggage storage (if you arrive early in the am and can't check into the apt.). They helped us print tickets to a soccer match that we bought online. And when they realized we were celebrating a birthday, brought flowers and champagne!

MMC · 26 November 2019

★★★★★ 1/5

Trustpilot

So unprofessional and overpriced!

So unprofessional!! I booked an apartment (Kempsford Garden), but the booking procedures were too complicated and long, I agreed with them to meet at the apartment location to take the keys but they changed their minds last minute and when we went to meet the lady at the office like she instructed, she wasn’t there and her colleagues there didn’t even know who she was!! The location was basically the only good thing about the apartment. It wasn’t cheap at all and for what we paid, we expected at least for it to be clean! Extra issues: 1. It was moldy (the bedrooms), 2. There was hair on the beds, 3. The floor rugs were very old and full of stains, 4. The heaters were not working, it was very cold at night. 5. WiFi didn’t work which prohibited us from working on our laptops or connecting our phones. 6. The sofa had a lot of stains also which we had to cover by a bed sheet just to be able to sit on.7. TV wasn't working.

Larissa · 16 November 2019

★★★★★ 5/5

Trustpilot

Helpful, fair, friendly

I moved into a city relay apartment and they were very helpful from the viewing all the way through to leaving. They were quick to respond to my numerous emails and were always polite and friendly. Any issues I had were resolved quickly and I was pleasantly surprised by how much they actually wanted to help me. I had gotten used to bad landlords and renting agencies who never helped you once they got your money, but that wasn’t the case at all with city relay. Callum and Sophie were especially great, thank you!

Alexa · 10 October 2019

★★★★★ 5/5

Google

Thank you akim courail-jones for all your help in London City. Thank you for your Services and the answers to all of our questions. It was a passend stay in kings cross and with City Relay. The Appartement was verry nice with all thinks you need. Nothing missed. Clean and big enough for 4 people. Also the neighbourhood was perfect. Breakfastcafe, pub and tescomarket and the tubestation just a few steps (minutes) away. Very good location.

Bettina · 21 April 2024

★★★★★ 5/5

Trustpilot

Quiet and Convenient.

We also had a sudden cancellation of another London flat through Booking.com; not related to City Relay. Although it was all above board and for a good reason we had to find alternate accommodation quite quickly. I think we ended up with a much better deal with City Relay when we stayed at 'Earls Court Garden Gem' in June. The first night there, being so tired, we bought take away dinner at Waitrose to enjoy while sitting outside in the garden. When we walked out the door we were minutes away from Earls Court Tube Station and seconds away from the bus stop. Although we were on a busy road we weren't disturbed by any street noise. The only quibble is that the bedroom is very tight in space, but we managed. We were also relieved that we could leave our luggage at the City Relay Office until later in the day when our flight was due to leave. We hope that this lovely Garden Gem is still available when we return to the U.K. Thank you City Relay.

Kath · 21 July 2019

★★★★★ 1/5

Google

Awful experience with City Relay. Really poor communication. Flat was left a mess and not cleaned since the last people stayed. Check was only at 4pm on the day we booked it for. They keys were left 35 minutes walk away at a shop rather than in a safe box at the property. They wanted a copy of our passports before completing the booking and giving us access information without giving a reason. When we finally did they sent an information pack email saying it would cost another £50 to get the keys and no other information.

Nick · 22 January 2024

★★★★★ 4/5

Trustpilot

Good place to visit with family.

We enjoyed our stay and everything worked fine. We got great service from city relay and we felt like we were looked after. Location was good and appartment was very comfortable. I would maybe add some cleaning devices in the appartment (something to quickly brush the floors from breadcrumbs and dust from shoes. Also hooks in bathroom would be great so that you could hang towels to dry). But these things a small and definitely not absolutely necessary, but little things you notice :) Backyard neighbour or bar/hotel had a garden party with loud music but we were so tired after a day in the city that it didn't bother us. Holland rd is very busy during mornings but quiet at night so we weren't bothered by noise from the traffic. We had a good holiday and enjoyed London. Some nights we were too tired to go out so we had some tapas and prosecco at the appartment. This was fun:)

Lara · 22 June 2019

★★★★★ 5/5

Trustpilot

Excellent experience and highly recommended.

I had an excellent experience using City Relay company when I was recently looking for a new apartment in London. My agent Sophie Mautner was very helpful with running the process very smoothly for me. All my questions were answered very promptly and everything was dealt with with extremely professional level yet with a personal touch. All I can say is a big thank you to Sophie for helping find and to move in to my new home !

Svetlana · 26 November 2019

★★★★★ 5/5

Google

Great service, very helpful and kind. Also incredible apartment provided - clean, beautiful, spacious, in a quiet and safe neighborhood. I’m super happy to have found City Relay and their services. A special thanks to Akim from City Relay who was involved in making sure our stay was enjoyable. I would recommend the company to anyone looking to book a place to stay during their trip.

Marta · 1 October 2024

★★★★★ 5/5

Google

Very pleased with the overall experience. Clean and tastefully decorated apartment in a welcoming and nice area in London. The service has also been great, including dialogue prior to arrival as well as after check-out. Easy and convenient key collection procedure. Also a special thanks to Akim at City Relay for his customer centric approach and for always answering any questions or concerns without delay. Book this apartment with confidence.

Sebastian · 27 July 2024

★★★★★ 5/5

Trustpilot

Our London Holiday

The apartment we stayed in was clean and very close to many amenities. There was a market around the corner and the central line was just down the street which allowed us easy access to many wonderful points of interest to visit while in London. The beds were very comfortable and there was a working refrigerator and dishwasher. We arrived a bit early and were given assistance very quickly. It was a wonderful experience and I will definitely use this service again when in London.Madeline

Madeline · 4 March 2019

★★★★★ 5/5

Trustpilot

Excellent service and communication…

Excellent service and communication from Akim and team. Stayed near Westfield Stratford in a 2 bedroom duplex apartment for a few days. Good location and convenient to Underground and DLR. Nearby corner shops well stocked and open late.A few small issues with the apartment itself but Akim was very responsive to my comms and happy to resolve immediately if needed.Definitely happy to use their service again next time.

Joseph · 23 August 2024

★★★★★ 4/5

Trustpilot

I would actually give 4 1/2 stars

We stayed recently at the Lexham Mews house which was well situated and very charming. Unfortunately, there were some unanticipated issues with the place, the biggest being that there were 5 of us, and only one shower was working. There were a few other concerns that added up as well but as inconvenient as it was, we all managed (we were there for just four days for a wedding), and had a great time. I have to say that City Relay was extremely apologetic, but more importantly they were extremely responsive, helping in any way they could for the short time we were there. Allso in our correspondence after we came back to the US. I would definitely rent from them again, and have recommended them to others who might be visiting London.

Naomi · 17 January 2019

★★★★★ 5/5

Trustpilot

Sherborne Court, Cromwell Road.

We recently spent two weeks in Sherborne Court, Cromwell Road. The apartment is in a very well maintained, hotel-like building, with a concierge. The apartment was spacious, bright and well furnished. We would certainly stay there again. The location was perfect, close to two subway stations; close to Kensington Palace Gardens and to all the museums in South Kensington. There is a large supermarket close by, as well as many shops, pubs and restaurants. Check-in with City Relay was efficient and representatives were available by phone and e-mail at all times.

Gerald · 4 January 2019

★★★★★ 5/5

Trustpilot

They are very responsive to emails text…

They are very responsive to emails text and calls. They are on what’s app so it’s essy to communicate without having a U.K. or EU SIM card in your phone. It would be more convenient if the properties had lock boxes or keypad doors so one doesn’t have to go to a central office which often isn’t close to the property. Traffic is awful in London and adds time to pick up the keys. I would suggest a representative meet at the property to go over instructions with the keys to save time and travel time within London.

Alaska · 2 January 2019

★★★★★ 1/5

Trustpilot

If I could give this company -5 I…

If I could give this company -5 I would. First, the apartment I originally picked out suddenly became unavailable and while I was only informed of this after I contacted Trip Advisor to find out why I had not heard anything 5 days out this occurred while I was travelling through Europe. I had received no notice from this company that there was a problem with the unit. Then I was connected to the owner who told me she would give me a similar apartment for LESS than the original apartment. I should have cancelled right there but wanted to be the "good person" and work it out. Also while traveling I really did not have the time or access to computers to find an alternate apartment. Finally when we arrive the driver could not find the unit. It was 1 a.m. He called the emergency number for City Relay and there was no answer. Finally we found the apartment down steep stairs in the basement next to the garbage cans.We had requested a 2 bedroom apartment since there was three adults.The driver and we searched for the second bedroom, we could not find it. Called the number again, no answer again. The apartment stunk because of urine stains on the carpets. There were holes in the floor, and walls. The toilet when flushed sounded like a jet .There were no extra blankets or sheets. We contacted Trip Advisor who told us to leave and get a hotel room. By this time it was after 1:30 a.m. we were not familiar with this district that quite frankly looked seedy and were afraid to haul up our luggage and wait on the curb to hail a taxi at 1:45 a.m. So we decided to stay one night.. Sleeping under towels. We made reservations to move to a hotel the following day. Around 10 a.m we were informed that the second "bedroom" was behind a bank of mirrors because it actually was a closet with a bed in it. By that time we were in the process of moving and would have been unable to stay in the unit due to the stench from the urine. We were booked for 4 nights. In short, after extensive communication with trip advisor and City Relay when we asked for our money back all we were given was $100 (for cleaning) . I don't know if we were supposed to hire someone to clean the carpet with that money. So the apartment that was offered us at a "reduced rate" cost us the the same as the original apartment approximately $1500.00 for one night , less the $100.00 for cleaning. This company is a complete fraud.

Kay · 7 November 2018

★★★★★ 5/5

Trustpilot

Great experience

Great experience! Communications were always clear and they answered to my questions really fast. It was very easy to check in and out of the apartment. The apartment was clean, organized and in a wonderful location in London.

Bruna · 9 September 2025

★★★★★ 5/5

Trustpilot

Great Hosting Management

We have been hosts with CityRelay for just over a year and are pleasantly satisfied with the experience.Recently, we listed a new house and the team was extremely clear while explaining the system and helpful getting it set up. I hadn't met Akim before, he was very friendly and explained to me how everything works. From there Katie the onboarding co-ordinator helped us arrange some of the missing requirements and was on time for every email, so thank you! I would recommend working with them.

Andy · 17 October 2024

★★★★★ 5/5

Google

I stayed in Southwest London for 6 months in City Relay property, and it has been a great experience. The property was very well maintained, looked exactly like on photos, and had everything I needed for a long stay. The City Relay team did incredible job accomodating my check in and assisting me during the stay. Would definitely book their property again!

Maria · 9 April 2026

★★★★★ 4/5

Google

Good impressions, overall. I was staying in a nice and cozy apartment in Acton Gardens for two weeks, at the end of November. The letting team, including Akim, was very professional. There is also customer support available over the period of stay, which was responsive and helped sort out minor issues. I didn’t like the practice that I should go to a separate location to return the key from the apartment, this practice is not very customer friendly and can be improved.

Dmitry · 23 December 2023

★★★★★ 5/5

Trustpilot

Excellent stay in Westminster

We booked a flat in Westminster and all the staffs responded so quickly especially Melissa,Cornelia,Akim,Monica and Alma who always helped me in my queries. They responded mostly within an hour. They helped us also in looking for luggage storage on the day of the check-out. Carlos,the agent who meet us upon check-in,was a lovely man. He oriented us about how the flat’s stuffs are running such as the oven,washer. The property was excellent as it is in good condition. The bus stop was just literally in front of the flat building. City centre is just nearby. Can walk towards big ben or the abbey. We managed to do our laundries and cooked as well. The property was clean and big with fast internet and smart TV. Overall,we had a really good experience with them and in our stay in London.

Yan · 18 December 2023

★★★★★ 5/5

Google

Great studio in a fabulous location close to everything you need! Awesome cosy cafes and bars on the towpath, right next to the bus stop and convenience store within 100m. Some of Londons best pubs within stumbling distance!

Oliver · 21 September 2026

★★★★★ 5/5

Trustpilot

What made the experience great was the people!

What made the experience great was the people. Melissa my account manager was quick to respond to my emails, and superb to deal with, really positive and helpful. All the City Relay staffers I met were highly professional, and dedicated to doing an excellent job.

Alison · 6 August 2026