Trusted Agent profile · London
★★★★★
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.
Every review we hold for the London office, from every platform, shown as written. First names only.
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!
1/5
TrustpilotBEWARE OF DUST, MOLD AND MAGGOTS
I was in London for an extend work trip and wanted to find a place where I would be able to have a small kitchen and do my own laundry in unit. This property seemed tiny but cute and the reviews seemed to suggest that it was clean and tidy. Price point was great, the reviews seemed positive, and the cute photos swayed me. I paid in full upfront; this should have been a red flag but with it being an extended stay property I thought this might be standard practice. The property is managed by CityRelay and they seemed very responsive ahead of check-in by providing instructions for arrival. Upon arrival, immediately I noticed that the exterior entry was littered with trash and was just overall very dirty. Open food containers, squashed mayo packet. Then the entry door where you are given a code to open it… takes a least 5 try’s for it to work. Opened the entry door to not the cleanest of corridors, didn’t smell great, old mail everywhere, carpet looks like it hadn’t been hoovered in a while. The landing just outside the flat had a bag full of dirty linens and trash. The digital app they told me to download that would allow me to unlock the door… so high-tech I thought… NOPE. The worst. Every time I needed to unlock or lock the door there was an issue. This would be an issue for the entire stay. Sidenote - security and privacy were also a concern as even though my 22 day stay did NOT include any linen changes (was not aware of this when I booked) someone entered the flat and dropped of two bathmats of which I did not need or ask for. I sent them a message stating that I did not want anyone to enter without my permission. Once I finally made it in and opened the blinds and windows you could really start to see that the flat had not been properly maintained or cleaned in a very long time. The sheer amount of dust that was layering the entire place! Thermostat had a message that says filter needs changing. Cupboards are full of junk left behind by other previous guests. Hoover reeks and the bag was so full of dirt and dust that there was no room for it to pick up any more without exploding. Bathroom- Mold all over the shower. Grout completely discolored. Used contact lenses stuck to the wall by the sink. GROSS. Washing machine had mold all in the rubber seal! DISGUSTING! The next morning, I woke up with a sore throat that I thought it was probably caused by exhaustion and stress. Battery in the digital lock was dead and was stuck with no way to lock up. UNACCEPTABLE. They responded that they would try to get someone by to clean and repair the lock by 4pm. HAD TO WAIT ALL DAY TO BE ABLE TO LOCK UP THE PLACE THAT I PAID FOR UPFRONT IN FULL. They did in fact send someone to clean and that person was lovely, helpful, and tried the best they could to tidy what they could. The lock was changed by someone else who came by and also took photos of some of the issues I brought up. I should mention that they sent me an email with a link to pay for the additional cleaning services I had requested but I declined and said that it was not an additional clean, it was just a requirement of theirs to get the place to a sanitary standard. Now that the flat was a little less dirty and I could lock up, I thought that I could tough it out. Over the course of the next 7 days, I developed a runny nose, sneezing, coughing that would wake me up in the middle of the night. I contribute this to the filth that was in the apartment and the unsanitary standards of CityRelay standards. I somehow made it 13 days there before I finally had enough when I found MAGGOTS in the rug. I have since RUN out of there and will not return even though I still have a week left of my paid in full reservation. Please do not fall for the cute photos. CityRelay should be ashamed of the unhygienic, unsanitary and dangerous standards they allow. Marriott should do more to verify that the vendors they recommend have a higher level of safety and sanitary standards.
Thank you for taking the time to share your feedback, and I sincerely apologise for the issues you experienced during your stay. It’s clear that we failed to meet your expectations, and our own standards, during your stay.Firstly, I want to address the cleanliness and maintenance issues you highlighted. The state in which you found the property, from the entryway to the interior of the flat, this is clearly not the standard we strive for. These points have been raised with the owner of the property and we will have them addressed before having any further guests staying at the property. The cleaning will also be amended in order to ensure it stays clean and tidy for any future guests.I’m also very sorry to hear about the problems you encountered with the digital lock and the inconvenience this caused. We have now decided to replace the lock for a different make and model to ensure seamless access and comfort to our guests.There should never be anyone accessing the property without your knowledge and we have reiterated this to all our staff. Privacy is extremely important to us and I am sorry to hear that one of our staff members dropped items without your prior knowledge.We have also arranged for a quality check of the property to ensure any concerns you have raised are addressed and eliminated.Once again, I sincerely apologise for the distress. Thank you for bringing these matters to our attention. We hope to have the opportunity to regain your trust and welcome you back in the future.
5/5
GoogleWe were happy with our stay in the apartment and with the services it offers. Close to the metro and train station and quiet area. Without a doubt a recommendable site. Thanks to Manuel, for making sure we were comfortable and ensuring that everything was fine.
Thank you for sharing your positive experience during your stay, Juan. It's great to hear that you were happy with the services and that you found the location convenient. Your recommendation is much appreciated, and it's nice to know that Manuel was attentive to your needs. If you plan to visit London again, don't hesitate to consider City Relay for your accommodation needs.
5/5
TrustpilotAmazing, would definitely recommend!
Katie and her team at City Relay are the best! They orchestrated an early check in for us which was amazing & went smoothly. Our flat was very clean & homely and the team made sure that we were comfortable and settled in. We will definitely use their services again & cannot recommend enough! (:
Dear Alyssa, Much appreciated feedback! We hope to host you again soon!
5/5
GoogleGood for the position. With the bus and the underground, you can go to the center super easily. I liked the area, and the owner was always available at any time. See you next time
1/5
GoogleWe are In a long-term rent with them and it’s the worst renting experience ever. We entered in the flat one month ago, and nothing that was supposed to be done - as a pre-requisite in the contract- before our moving in was fully completed (not professionally cleaned, carpet not steamed, ceiling and walls not painted). After one month still the situation is not solved, with continuing lies, handymen not showing, agency not replying and still problem in the flat. For the area and the price of the rent this unprofessional behaviour is unacceptable, please avoid this letting agency.
Dear Lorenzo, I hope you are well. Thank you for your feedback. We value all feedback, even if it’s negative, as it helps us to improve and grow. We are aware that our Head of Lettings is currently in conversation with you regarding the issues you experienced at move-in. We are actively working to resolve these matters and hope to turn your experience into a more positive one. Please rest assured that we are committed to addressing your concerns and ensuring that such issues do not recur in the future. Thank you for your patience and understanding. Best regards, City Relay
5/5
TrustpilotLondon near Bayswater , Royal Oak , Paddington stay
Akin is a nice host for my London stay, very nice house , clean and tidy. Very near to every access city centre and underground station. Many restaurant around , very easy to find food , highly recommended the most beautiful house
Thank you Jack, hope to see you back soon!
5/5
GoogleStayed at the St Johns hill apartment by City relay, the overall experience was great. Flat was clean and tidy, great location with train stations and supermarkets nearby. Barring the noise level, everything else was perfect. Akim Courail was very responsive to any queries raised. I definitely recommend the apartment to anyone planning to staying in and around Battersea/Lambeth area. Thanks once again!
1/5
GoogleThis was way below expectations. Trouble with keys - Host was unable to deliver us electronic key for 4 days, and yet Host employees did not inform us or even try to be sincere. They openly lied to us in that matter. The Host attitude was way way incompetent, dishonest. Only airbnb personnel really tried to solve matter and was sincere about key problem. Airconditioning was not working. And If it is even warm summer day - it will be hot as in hell. It was like 2day messaging here or there in regards to AC regime we should put on. Window blinds/curtains were broken/or not functioning at all. One bedroom is dusty, cause the window is full of dust on the outer side. You cannot open it, cause you get not a fresh air, but dust. I would not recommend this Host at any given time. Try to avoid it.
5/5
TrustpilotGreat Rental Agency
Have been renting a flat from City Relay for the last few months and they have been brilliant. The flat itself is well equipt and easy to maintain. A few minor issues when we moved in were resolved promptly and efficiently by the team, who are always positive and friendly.With so many agents in London who do not really care about their tenants, I cannot recommend Callum and the team highly enough..
Hi Debbie, thanks so much for your review - will absolutely let Callum know of this. Have a lovely day!
5/5
TrustpilotGreat for Family to stay here and walk along the river thames.
We love this brand new quiet apartment. Spacious for my family of 4 and convenient to reach Central London. Though there is no underground station, Uber is even a better alternative or use the bus station which is almost right in frontSupermarket which is only 100m away make it easy to cook up a feast!!!Only problem is there is no hair dryer which I thought should be there. Please note to include this small item.
Dear Nam, thank you for taking the time to leave us this very nice review. We are very glad to read that you enjoyed this spacious apartment and its quiet location. Thank you for letting us know about the hair dryer, we will add one to the apartment! 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
5/5
GoogleCity Relay managed this VRBO and did an amazing job with communications. Akim was especially responsive to our questions and meeds. He responded very timely (within minutes) and all questions were answered. The flat itself had everything you could need including great wifi. 2min walk to paddington station and safe neighborhood. Restaurants and coffee shops along the canal made meals and drinks simple and easy.
5/5
GoogleThis basement flat is located in a quiet residential street 10 minutes walk from Earl's Court tube station. Many restaurants, coffee shops and grocery stores are closed by. The property was exactly as represented, it was well equipped, clean and confortable. Akim was extremely available for our questions and needs. We had a wonderful time staying at this property.
5/5
TrustpilotEverything was smooth
I cannot praise the team more highly. Everything was smooth and transparent. A special shout-out to Akim for organising our check in and check out process, it was very smooth and hassle free. George was also very responsive to our questions. I will only be booking properties with this company going forward. Thank you!
Thank you so much for you comment! We really appreciate feedback, it helps us grow and improve!
1/5
TrustpilotUnprofessional behaviour
We are In a long-term rent with them and it’s the worst renting experience ever.We entered in the flat one month ago, and nothing that was supposed to be done - as a pre-requisite in the contract- before our moving in was fully completed (not professionally cleaned, carpet not steamed, ceiling and walls not painted). After one month still the situation is not solved, with continuing lies, handymen not showing, agency not replying and still problem in the flat. For the area and the price of the rent this unprofessional behaviour is unacceptable, please avoid this letting agency.
Dear Maria,I hope you are well. Thank you for your feedback. We value all feedback, even if it’s negative, as it helps us to improve and grow.We are aware that our Head of Lettings is currently in conversation with you regarding the issues you experienced at move-in. We are actively working to resolve these matters and hope to turn your experience into a more positive one.Please rest assured that we are committed to addressing your concerns and ensuring that such issues do not recur in the future.Thank you for your patience and understanding.Best regards,City Relay
5/5
GoogleSuch a lovely place. The living room is very spacious, and our group loved to mingle here. Many lights were broken, one bedroom was completely in total darkness and we had to use the lamps. The place is just right next to portobello road which you can buy fresh produce to cook or eat out. Akim was very helpful and made our visit feel like home.
5/5
TrustpilotWe had a great trip thanks to City…
We had a great trip thanks to City Relay. Our lodging was wonderful, they were quick with communication, and customer service was top tier! They absolutely elevated our stay and made it very memorable. Huge huge thank you to Cyriac from housekeeping, any Pieter and George from customer service! Because of you all I would put 6 stars if I could!
5/5
GoogleOur family had a lovely stay in this apartment. It was comfortable and complete with amenities. Plus it’s a short walk to both Stepney Green and Mike End Stations, making it convenient to travel to London’s City Center. We appreciated the neighborhood’s quiet charm and enjoyed not being in the middle of the chaotic tourism bustle.
5/5
TrustpilotGreat location
Great location, very clean apartment, easy access. Very helpful staff. Everything worked. Comfortable bed. Only suggestion if you are slightly infirm request low floor as there isn’t a lift
2/5
TrustpilotDisappointing
We found the flat noisy from the street traffic. There were definitely deficiencies in the accommodations and supplies provided: 1 hand towel for four of us, no toaster, only one bedside table in the double room, no closet in the master, and no recycling.Also the information you shared recommended “nearby” pubs and restaurants were not in the neighborhood. Improvement in the description of the flat in the listing and all guest feedback.
Hi Renie, we acknowledge our service on this occasion was very much below par and understand your frustrations and the impact it had on your stay with us. I believe our guest team have contacted you to help rectify this situation and hope we have the chance in the future to provide the high standard of service which we pride ourselves on. Kind regards, City Relay.
5/5
TrustpilotWojtek Olczak was very professional in…
Wojtek Olczak was very professional in his approach to selling City Relay to me, articulating well the benefits, but not overstating his case. He was very clear and concise, and persuaded me to take the plunge into mid-let renting. Thank-youGraham Turner, Bow, East London
Thank you for sharing your review. Your feedback is much appreciated, Graham, and we're sure our team will continue to provide you with the support and service you need for your rental endeavors. If you have any more questions or require further assistance, feel free to reach out to them. Thank you for sharing your experience!Best regards,City Relay
5/5
TrustpilotGreat deal. Amazing flat and location
Cozy, clean and neat flat. It has all the necessary items for cooking and washing. Located in a quiet street and one block away from restaurants, food market, convenient supermarkets, hair salons, etc. It is 8 minutes walk to Algate Station. We really enjoyed our stay there and it is 100% recommended. Akim was very helpful and communicative
5/5
GoogleMy stay at 75 Watling Street residence, managed by City Relay, was truly amazing. Everything about this property was great - excellent location, more than generous space for a family of four, easy access and very good service. First of all the property is located next to St. Paul, the Tate is just across the river and two underground stations nearby provide quick access to the whole city. The neighbourhood is modern and feels very safe. The address is on a small street that is closed for traffic Monday to Friday. There are two amazing coffee shops in under 100 meters radius and a food store just around the corner in a nearby mall. The place looks very contemporary and is equipped with everything you'd find at your own home - fridge, washing machine, dishwasher, stove and other small appliances. There's even a Netflix subscription on the TV. You can enjoy your mornings on a huge terrace and as the apartment is on the top floor only the sky is above you. All of that at a very competitive price given that we made our reservation quite late. We had two small issues at first - couldn't find the key to the garbage disposal downstairs and the password for the wifi - thanks to Akim, Ana and Matilde from City Relay those were sorted in a matter of minutes. Literally 5 minutes after I sent them an email a guy knocked on the door with a screwdriver in one hand and a key in the other, bolted a hook on the wall and there you go. The only thing that bothered me a bit was that it gets really hot in the afternoon if you happen to be there and not sightseeing around London. There is an air conditioner but it's quite noisy so we didn't use it much. However I don't see this as a major issue so still five stars from me and my family and a firm recommendation to those who seek a good fair priced place to stay in Central London.
5/5
GoogleI stayed in a flat run by City Relay for 10 days and had a fantastic experience! At one point the smoke alarm needed a battery change, and Akim made sure it was changed quickly and with no disturbance to our vacation plans. The flat was well stocked and very well situated, and it felt comfortable and homey. Communication with the management was always fast and responsive. We will absolutely stay with them again. Thanks for making our trip so successful!
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