5/5
GoogleGreat 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!
Trusted Agent profile · London
City Relay London reviews
★★★★★
2,590 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 2,590 reviews on two platforms, including 733 Google reviews rated 4.6.
Want a trusted local agent to help?
Tell us what you need and we'll put you in touch. City Relay hasn't joined The Trusted Agent yet, so we'll pass your enquiry to them or to up to three other top-rated agents near London.
Reviews
Every review we hold for the London office, from every platform, shown as written. First names only.
Google5/5
TrustpilotWhat 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.
5/5
TrustpilotWe had a wonderful experience in London…
We had a wonderful experience in London renting the apartment in downtown, with amazing breathtaking views of the London Eye, London Bridge and many other landmarks. City Relay team, and specially Akim, were very diligent addressing our questions, we thank Akim for his proactive communication sending useful information for checking in/out, etc.I would definitively rent again from City Relay and Akim, and would recommend to friends and family.
5/5
TrustpilotThe house in Little Venice
The house in Little Venice is a real find. Perfectly sized inside to accommodate a group of friends or a family and located next to a variety of great pubs and the canals of the Paddington Basin and the new restaurant scene there.I can definitely recommend this for its location, cleanliness and all round welcome feel.
Agent replied · 12 June 2024
We're glad to hear that you enjoyed the location and found the house to be perfectly sized for your group. We take pride in providing a clean and welcoming environment for our guests and it's great to hear that you felt at home during your stay.Thank you for recommending Little Venice House to others. We appreciate your kind words and hope to have the opportunity to welcome you back in the future :)
5/5
TrustpilotThe apartment is spacious enough and …
The apartment is spacious enough and comfortable. Since we did not cook at the apartment and use the hospitality of London, I can not say good to the kitchen, but I think everything was fine there. Nothing was missing here and we were satisfied. From the operational point of view, I recommend checking the tap water in the shower, giving very hot water and no time at the bottom of the boiler. Please do not take this as a complaint, it was not such a big problem for us.We felt good at the apartment, all the time we were there, the house and its surroundings were pleasantly peaceful. The apartment is very close to the public transport (metro, bus) and has allowed us a safe and comfortable stay in London.I got a bit of a way to choose a safe deposit when I had to make all the payment details about my credit card available to me. At this point, I have no further information as to whether the deposit has already been returned (or released on my account).We had a problem in that our arrival and departure (check-in, check-out) were outside of the normal daily time, and I must say that Wimdu Society was very communicative and friendly.Thank you for your services. Apartment in St. Martin's Road I can recommend other guests and I will certainly check out Wimdu's offers during my other trips.Pavel Zeman
Agent replied · 14 June 2024
Dear Pavel, thank you for taking the time to leave us this nice review. We are very glad to read that you enjoyed this spacious and comfortable apartment. Glad to hear that you felt good in the apartment and that you enjoyed its location. We will definitely check the tap water in the shower, thank you for letting us know. Hope you had a great stay in London! We sincerely hope to have the pleasure to host you again in the future! Kind regards, City Relay Team
1/5
TrustpilotWe had a stay at one of their …
We had a stay at one of their apartments in London. They wrote about us that we were very tidy! YES!Yes we cleaned the place the first whole night we were there.We are so very disappointed about this stay.This apartment indeed destroyed our days in London and our money for the whole trip was wasted.The apartment has potential if it had been in order - which it definitely was NOT. It´s VERY important to us that things are in order, that it´s clean and doesn´t smell of smoke, as we have autistic girls with OCD and severe asthma. Which one can see when we leave a place as it´s totally clean and tidy.When we arrived it was incredibly dirty, so we cleaned for 4 hours. There wasn´t a proper vacuum cleaner where you could take the mouthpiece of so you could vacuum the edges. There was 1 dishcloth, 1 tea towel, a small dollop kitchen papertowel, few pieces of toilet paper on the roll and no filling. We had to clean the kitchen equipment before we could use it and had to go out and buy potato peeler, toilet paper, paper towels, dish towels and extra dishcloths which otherwise ought to be in the apartment. This was extra expensive.The toilet seat was so loose that we were about to fall off the toilet every time we sat down, the shower holder didn´t work, the water control didn´t work particularly well, the tap was just sat loosely in a hole, there was nowhere to hang our towels, one couch in the living room was so incredibly unhygienic that we had to put linen over it to sit down, there was braun package tape on some of the lights which made the general appearance even worse.As if that wasn´t enough ..... the apartment smelled so horrible from smoke from the afternoon until late at night, which seemed to come from a downstairs neighbor.This resulted in our daughter with VERY severe asthma was very sick from the morning, the day after we arrived! - and the rest of the time we where there. We had to cancel several appointments and what should have been a nice trip to the Harry Potter studio ended chaotically in severe asthma attacks, with vomiting due to mucus production of the asthma which persisted days after we got home, since it takes time to stabilize again.We complained the first day we had arrived and were promised that there would be a handyman the next day, while we were out, but he didn´t come and we were not informed that he wouldn´t come anyway. This we first got to know after we came home.We complained, asking for a refund and got 100 pounds again !!!!100 pounds for; SELF cleaning, buy things that SHOULD have been in the apartment! and a total ruined trip.It´s a ridiculous refund amount and they don´t respond to our writings.We will definitely NOT recommend this place.
Agent replied · 14 June 2024
Dear Anja, thank you for taking the time to leave us this review. We are sorry to read this review. We are surprised to hear your feedback as we usually only get good reviews on our service. First of all, we are sorry to hear that the apartment was not cleaned up to your standard, we would have been happy to clean it again for you if you had let us known at your arrival. Just to let you know that the toilet seat and shower holder have been fixed since your stay with us in January, thank you for letting us know! Regarding the smells of the apartment, we are sorry to read about this issue, but unfortunately we cannot control the building and the neighbours downstairs, so this remark is a little bit unfair as it doesn't represent our service. We are truly sorry to hear about your daughter and her sickness during your stay in London, we couldn't have known that the neighbours downstairs were going to smoke. We have tried to be cooperative and offer you a compensation regarding the cleaning and the missing items in the apartment. We apologize again and we hope you will consider us again for your future stays. Kind regards, City Relay Team
5/5
TrustpilotFantastic service
Fantastic service. Henry has been tremendously helpful throughout the process, he answered all my queries instantly and put all my requests into the contract. Akim was also very helpful and so friendly during the viewings. It only took a few days from the viewing to the signed agreement, and the agreement itself was clear, transparent and fair. They are also using a very friendly and convenient online portal, so the process was very smooth.
Agent replied · 12 June 2024
Thank you so much Vitali. It's always nice to hear when something goes so quickly and smoothly.
5/5
TrustpilotEleni at City Relay was such a great…
Eleni at City Relay was such a great help! No question was too small for her to answer, she was patient, kind, informative and always kept her word to get back to me on things. Highly recommend! Thank you Eleni for making the experience such a streamlined one.
Agent replied · 12 June 2024
Dear Kelika,We're thrilled to hear about your positive experience with Eleni at City Relay!We're delighted that she was able to assist you promptly and effectively. Your kind words about her patience, kindness, and informative assistance truly mean a lot to us.Thank you for recommending Eleni and acknowledging her efforts in ensuring a streamlined experience for you. We'll be sure to pass along your appreciation for her outstanding service.Should you have any future inquiries or require assistance, please don't hesitate to reach out. We look forward to welcoming you back for another great experience.Best regards,City Relay
5/5
GoogleWe had a nice and spacious apartment in the outer area of London with good access to the city center. There were also food markets and various snack bars in the immediate vicinity. Akim from city relay always took care of my satisfaction and was easily reachable at any time. Suggestions for improvement were also received openly and gave you a feeling of their importance. Thank you for the lovely holiday.
5/5
TrustpilotSmooth experience
We stayed at a lovely accommodation in Notting Hill which was clean and well prepared for our arrival. The management of the accommodation was extremely responsive and attentive throughout our stay. Highly recommend their services.
5/5
TrustpilotThe best service in the industry!!
I was a guest when I first experienced City Relay; I found that the team was young and dynamic, and i thought that having a shop in central london was a great add to the user experience. The flat I first rented was amazing located and it was clean and tidy. That is why I have decided to come back.After few different stays with City Relay, I decided to become a host. The experience from the other side is also amazing! The host team is dedicated and always available! They only call me to give me some good news, which is great!Highly Recommended!
Agent replied · 14 June 2024
Hello Gary, thank you for taking the time to leave this amazing review. We are happy to know that our guest team, and also our host team. All the team is always here to make sure that you have the best stay. Really happy to read that you recommend us.
1/5
Trustpilot1 Star: Unacceptable experience and rude conduct
I rented an apartment from an online letting (FG Properties), and my reservation was forwarded to City Relay who handles the property. Check in process was smooth. On our 2nd day in the apartment (14:00), electricity was down. Unfortunately, the landlord (who resides within the same building) was away. City Relay was unable to resolve the issue until the next day (12:00) because they don't have the key to the electric meter. Two days of our trip in London was ruined because of what happened. My family and I made changes with our plans just to accommodate City Relay staff to sort out the issue with the electricity, unfortunately they were not of help at all. For the price I paid for the apartment, we were given candles for that very night, not to mention I have my elderly mother and my 6 year old niece with me. The landlord offered us a £50 compensation for our troubles. Im sure he was joking when he did that. I rejected the offered compensation. An exchange of emails between I and City Relay followed after our check-out. I told City Relay that I will be in touch after my return to London because I flew out of the country for my wedding. I rang three times to City Relay upon my return, unfortunately the person whom I have spoken to in the email was always out despite my messages. I emailed them about the compensation claims, but it seems they are not happy to answer. I rang FG Properties about the case but they advised me that I should claim it with City Relay. They way we were treated was unacceptable. Ignoring my phone calls and emails is even more unacceptable. And the worse thing is, sending me this review link, rude!
Agent replied · 14 June 2024
Hello Victor. First of all, we would like to present you our most sincere apologies of the hassle you has to go through because of this electricity breakdown. Unfortunately, such things can happen and may require special attentions to be sorted out. As you know, we have not been able to sort this out straight away as we did not have the card required to reset the Electricity Meter. As so, we had no choice but to provide you with candles for the night and offered you a refund based on the trouble you faced. Please note that we took this matter seriously, as we understand it affected your plans, with a wedding that was fast approaching at that time. The refund we wanted to offer you was different from the £50 offered by the Landlord, as we understand this was not satisfying. City Relay did contact your party after this troublesome night but did not manage to reach any sort of agreement with the person contacted. We hope we will have the opportunity to see you again in the future and show you that such cases are very rare for us as well. Best regards, City Relay Team.
5/5
GoogleI have rented one property which is managed by City Relay. It was such an amazing experience, the support, the communication, everything was as expected comparing to the money spent. For sure, will back again for other bookings.
5/5
TrustpilotHad a great time at this flat
Had a great time at this flat. It’s a bit small and cozy yet has everything you need. It’s close to Brixton Station and is affordable, & was also quiet at night. Would recommend :)
4/5
TrustpilotIt was a good experience
It was a good experience. The team of Akim Courail tried to help us with some problems with the keys the first day. It was no clear what the apartment was. That was because I don’t give 5 stars. The rest of the things were so well. Clean, easy to communicate with bus in one minute. The apartment is the same you see in the photos.
5/5
TrustpilotExcellent
The City Relay team is professional and efficient and did whatever was necessary to give us the best experience necessary. The location is phenomenal and the perfect base.The apartment is bright, spacious and beautiful with all the latest updates. Many thanks to Monica, Matilde, Josephine, George, and Ashari from City Relay for being so helpful throughout our stay.
Agent replied · 12 June 2024
Thank you for taking the time to share your experience with us, Jasjeet. We are delighted to hear that our team provided you with professional and efficient service throughout your stay. We are also glad to hear that you enjoyed the phenomenal location of the apartment and the beautiful, updated features. We appreciate your kind words for Monica, Matilde, Josephine, George, and Ashari, and we hope to welcome you back soon for another great experience :)
1/5
GoogleRented our property with city relay. Washing machine had a leak, that there "cleaners" didn't notice for 6 weeks, even tho mould started growing and the floor warped. Very guest we had complained about the dirt and lack of cleanliness. Their cleaners are terrible, their customer service is awful, they can't meet their own imposed deadlines, late emails, missing money, ambiguous charges to us, overcharged for repairs that weren't required, buying a storage heater and Charging is for it without just turning central heating on, cleaners that come and do nothing, repair men charging hundreds of £ for quotes where the basic math doesn't even add up. Waited 2 weeks now for an email about money they owe us, even tho they promised we would hear by "end of day". A terrible, terrible company that will use any excuse to try and make money out of you as well as the guests. Terrible company. Avoid avoid avoid.
5/5
GoogleWe had a great time staying ing the flat. It is very quiet, spacious and well equipped. The garden is awesome for a cuppa in the morning and a glass of wine to relax in the evening. We highly recommend this place.
5/5
TrustpilotThank you City Relay!
The City Relay team have always been extremely helpful since the start of my tenancy. The property managing team have always got back to me promptly providing solutions to any matters (shout out to Perdi, Laura and Matilde). Millie and Ilija are always quick to fix any maintenance issues. Thank you City Relay team.
Agent replied · 12 June 2024
Thank you for your positive feedback, Isabella! We're glad to hear that our team has been helpful and responsive throughout your tenancy, and we'll be sure to pass on your kind words to Perdi, Laura, Matilde, Millie, and Ilija. We hope to continue providing you with a great experience in the future.
2/5
TrustpilotRather difficult to get through
Rather difficult to get through to anyone at this company who can actually do anything. Trying to let a flat for a few months, you'd think I was asking for a unicorn.
Agent replied · 4 June 2026
Hi Ryan, Thank you for your feedback. We are sorry to hear that you found it difficult to get through to the right person. That is certainly not the experience we aim to provide. Our team handles a mix of short-term and mid-term enquiries, and availability and pricing can vary depending on duration and season. We appreciate that this can sometimes require clarification, particularly where minimum stay conditions apply. We are always happy to review specific cases directly. If you would like to discuss your enquiry further, please feel free to contact us at info@cityrelay.com and we will ensure it is escalated appropriately. Kind regards, City Relay
5/5
GoogleThe apartment in London was very nice, large, modern and clean. Had all amenities and great communications with the service providers. Will book again. Thanks
5/5
TrustpilotWe had a very pleasant stay in London
We had a very pleasant stay in London. The property was exactly as shown in the photos, warm, stylish, and comfortable, truly giving a “home away from home” feeling. The location is very convenient, with great access to nearby shops and transport. The check-in process was smooth, and communication was prompt and helpful. Overall, a very enjoyable stay an
5/5
TrustpilotHigh end service
I stayed at their Bayswater property for a month and I felt right at home. Akim and his team were at hand for anything issues I had or questions about the property. It was great to stay at a place which offered such reactive service.
Agent replied · 12 June 2024
Dear Matt,Thank you for choosing to stay with us! We're thrilled to hear that you felt right at home and that Akim and our team provided you with the service you deserved. Your satisfaction is our priority, and it's rewarding to know that our attentive and responsive approach contributed positively to your stay.We appreciate your kind words and hope to have the pleasure of welcoming you back soon for another excellent experience.Best regards,City Relay
5/5
TrustpilotAkim and his team, and Property a Good Experience
Akim and his team (George, Pieter, and Melissa) were very communicative and helpful. The apartment was well located and a good size - though a few areas of housekeeping could do with a more detailed clean and maintenance. Overall we were very happy with the whole process and experience and would certainly stay with a City Relay property again. Thanks team!
Where the same review appears twice we show it once. We leave out reviews that name another agent or another of the brand's offices.
Want a trusted local agent to help?
Tell us what you need and we'll put you in touch. City Relay hasn't joined The Trusted Agent yet, so we'll pass your enquiry to them or to up to three other top-rated agents near London.
