Trusted Agent profile · London
★★★★★
1,166 reviews across 2 platforms
3-5 Globe Road, London, E1 4DT
City Rooms's office in London, at 3-5 Globe Road, is rated 3.2 out of 5 across 1,166 reviews on two platforms, including 546 Google reviews rated 3.3.
Tell us what you need and we'll put you in touch. City Rooms 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.
Every review we hold for the London office, from every platform, shown as written. First names only.
5/5
GoogleI had really good experience with City rooms, I stayed for 9 months in 2 different properties with them. Thomas Paul was my agent, he helped me finding the perfect room and resolved any issues within 3 working days. I would highly recommend to work with him.
5/5
GoogleManuela is a fantastic agent, organized, kind and professional, you guys ( rest of the team) should learn from her, she will shortly take over all your deals 🚀🚀 …
5/5
TrustpilotPablo is a really professional agent…
Pablo is a really professional agent and he introduced me to really nice rooms which are the same as shown in the pictures. And I got the way to refund my money when something unpredictable happened. I really appreciate the help of City rooms.
5/5
GoogleTommy has been helpful and very hard working young man there fore if you are looking for a room definitely Tommy will be the man whom can help you
5/5
TrustpilotAccommodation found quickly thanks to Pablo
Finding accommodation as a student in London had been a very tedious task. Cityrooms and in particular Pablo made my life a lot easier. I had been searching for almost 2 months but managed to find a place in a day thanks to Pablo, he was extremely helpful and patient in finding and securing my place.
1/5
GoogleIn my own experience: renting through City Rooms is the worst experience of my life in terms of renting. Would highly not recommend. Furthermore it was the ONLY bad experience I had for housing in London.
1/5
GoogleDon't use. They are. very attentive in the beginning until you sign the contract. After they are completely unresponsive to issues. Specifically received this from Tommy Ngo. I have also found that they prefer contact via WhatsApp where they use disappearing messages to negate the need to response. Very very dissatisfied with their lac k of professionalism. Would not rercommend
1/5
GoogleI do not recommend this to anyone, it is a very bad agency, the worst that exists in London. I paid for a double room and when I had to take the keys they told me that the room was being renovated and they sent me to a single room for 15 days, charging me the same afterwards. I told them that I need my room and they told me that it is not possible because the renovation takes half a year which is a lie and I had to take another room from them because they told me that they would not return the deposit and they sent me to a room with 7 people and very bad conditions to live in which I went to hand over the keys and say that I could not continue living there and I received threats to fulfill the contract from Geovanny Mennone now I gave him the keys today and he threatens me by saying that if I do not pay him today one month's rent because he is going to take legal measures against me, even if I have given him the keys, I will have to pay for the remaining 4 months of the contract without living there. It is a very bad agency and because of this agency I will have legal problems, be carefulNegativeResponsiveness, Quality, Professionalism, Value
Hi Gregory We're sorry to hear of your experience. We have passed your feedback onto the Letting Management team and are investigating these issues. Thank you for taking the time to let us know. Kind regards
1/5
GoogleThis most incompetent and worst agency I do not recommend in any way you will regret much if you tied it with them. They are liars I promise one do something else the rooms are dirty not as in pictures presented in the office. there are more people in the house than they say from the start. When I signed the contract with them they said that if I want to stop it before it ends it is enough to announce a month in advance now that they force me to look for tenants in my place. I avoid my messages, I don't answer, I make fun of people
Dear Duca, we are sorry to hear about the issues you experienced, please email with full details on customer.service@cityrooms.com and we will look into what happened with your case.
4/5
GoogleI have been in the office twice and overall the cleaning was on high standards. The lady who works at the reception is very lovely and she receives 5 stars. First time I have been there I had great experience and I recommended to some friends who successfully booked rooms. But the second time I have been there (today, 11 Feb 2021) me and my friend were quite dissapointed by the poor customer service we received from one of the replacement staff. I have had a confirmation with one staff and he was unable to meet us on the time of appointment, so his colleague covered for him. Not great, but I know that things can improve and the Customer Service is the key aspect of a great deal.
Good day Andra, thank you for your 4 star review and for the good feedback. We will pass on the 5 star review to Reception and look at how to improve on the other points you raise that lowered the overall review.
4/5
TrustpilotSo my term is finished I was staying…
So my term is finished I was staying for nine months in one of their homes. Initially we didn’t start well because the tenant hadn’t moved out from the room I was about to take. They placed me in another property for six days. After four days they called me to say that my room was ready and that I could move in.My move in was good with no complications. The best part of my experience were my flatmates. We made a little family, I will miss them.My recommendation for people living in their properties is that you should report any issue in the property through their app in the city rooms website. If you send mails they will be responded but I’m a few days. Be mindful with they electricity and gas. City rooms covers a large portion of it but not all.I think I will recommend them and should I need another room I will be back.
Thanks for your review. We will pass on your compliments to the team.
1/5
TrustpilotStay away from CityRooms.
Stay away from CityRooms. They will try to deduct money from your deposit in every way possible. They will deliberately delay the release of your deposit so they can force you to accept their proposed deductions, which don't make sense. We had to raise a dispute to get our money back 3 months after the end of the tenancy. They will stress you out and they will not hesitate to force you out of the property, as they did with us. Don't believe anything they say, they are a dodgy agency. And always speak via email, never by phone.
Hi RomanosWe always welcome reviews and feedback, good or bad.All deposits are protected in a custodial scheme.As landlords, we must use an approved scheme to protect your deposit. We opted to use what is known as "custodial scheme", this means the scheme protects your deposit during your tenancy.The benefits of a custodial scheme:A custodial scheme protects a tenant's deposit because:1- the scheme administrator holds your deposit until it is required to be paid back2- your deposit is safe if your landlord or their letting agent goes out of businessRegarding getting your deposit back from a custodial scheme:You or your landlord can ask the scheme to repay the deposit at the end of your tenancy. The scheme allows you or the landlord 30 days to respond and agree or disagree with the amount.The scheme only returns the deposit:1- at the end of your tenancy2- if your landlord or their letting agent want to move the deposit to another scheme administrator for protectionThe agreement about repaying a deposit:If you and your landlord agree the amount of deposit to repay, the scheme administrator must repay you the deposit within five working days of that agreement.In case of any disagreement about repaying a deposit:If you or your landlord disagree about how much money to repay, the scheme administrator holds the money. They do this until you and the landlord resolve the dispute and agree the amount.I hope the above gives clarity that our company has not been unreasonable with your case.Should you need to discuss this further please email us to customer.service@cityrooms.comThanks
4/5
TrustpilotRoberta has provided exceptional service
Roberta has provided exceptional support and guidance with finding a place. Her profesionallism, punctuality and honest straightforward advice has made this an incredibly pleasant experience. Although I have not yet rented a room, defintely so far Roberta has been going above and beyond to help find the right place for me.
1/5
GoogleI requested a refund a week before arrival as my friends brother had died and we had a funeral to attend so we couldn’t come to london but every employee i could get in touch with said they couldn’t do anything and to contact booking.com which i did and they said they would offer a refund if the hotel agreed to do so but they decline and ignored any follow-up emails that were sent.
1/5
TrustpilotGo to any letting agency but not City Rooms please.
One of the worst letting agency in London. The only two members worth mentioning are Elis (sales agent) and Simmona (the manager of Bethnal Green area) they have been really helpful in solving and assisting with any kind of issues. But I believe they have little or no authority to highlight companies witty policies and procedures to the upper management.Cit rooms lets house before inspection, house had pesticides issues, they charge for cleaning even if the rooms are cleaned before checkout. Big scam of all is that they say all bills included in the rent price. but their clause says something else. Like you have to cover any amount over their minimum allowance they provide. Why lie if the bills are included and we have to pay? VIEWERS PLEASE AVOID THIS AGENCY AT ALL COST.
Hi WasifWe must admit, we are a little confused by your review. While I know the property you are referring to, the details you have given are extremely misleading and do not in any way represent the truth of the situation. As with any older property there are always issues, but you've exaggerated and embellished things beyond recognition, and seem to have purposely omitted certain details. There was never "pesticides issues". For the cleaning service - your recount of this situation is entirely untrue. The service was available upon request. We found, from our cleaning rota, that 1 times per month the cleaning was done.Bedroom cleaningThe evidence shows that the condition of the property was worse at the end of the tenancy than it had been at the start. The check out report notes that “this property has not been cleaned. Full end of tenancy clean required including behind wardrobe etc.... we evidenced you that behind the bed - wardrobes, mattresses, flooring, sanitary ware, kitchen units and white goods were all unclean as a result £30 pounds were charged.GENERALYou have the right to leave a review of course and we have a right to respond. I'm sure readers of your review and our response will see that there are two sides to every story.We've never been unprofessional to you in any way even though you were very difficult to deal with at times, and I'm sorry that you feel that way. There were several issues at the property during your tenure, but they were fixed in a structured way based on priority, as they would be if you owned the property yourself.The idea that every agent/landlord should fix every single issue as a priority is simply unrealistic. Of course, we try to resolve every issue as promptly as possible, but maintenance is always a juggling act between cost and urgency; landlords are not bottomless pits of money and not everything is going to be fixed straight away unless it's a priority. We must act in the best interest of both the landlord and tenant. It's not always easy to keep both parties happy, particularly if work required is very extensive, such as a complete boiler replacement, or if it is subject to another party completing work before reparations can commence (in some cases via an insurance claim).Should you need to discuss this further please feel free to contact us at customer.service@cityrooms.com
5/5
GoogleThe service provided to me by Simone at City Rooms was exceptional. He couldn't have been more friendly, helpful and in an impressive professional manner. My experience was nothing short of positive, I would highly recommend anybody to use this company and in particular Simone.
5/5
TrustpilotThis was my first time renting a room…
This was my first time renting a room and Fabio was extremely friendly and helpful, keeping in regular contact and always available to offer advice and guidance when needed, keeping the whole process straightforward and stress-free.
Thank you for the five star review, we're pleased to hear that City Rooms and our team were able to support you, and good luck on your ventures. City Rooms.
1/5
GoogleExtremely unprofessional behaviour The viewing was confirmed multiple times over Spareroom as well as email. The last confirmation was about an hour before the agreed viewing time. The letting agent - Sori Lee - then cancels the viewing right as I stood outside the place in freezing cold after travelling over 40 minutes.
Dear Shreyash, we are sorry for your experience and we will investigate why the viewing couldn't go ahead at last minute! One of our senior members will contact you with an explanation, and apology! Please email cs@cityrooms.com if you want to get in touch, thanks. City Rooms
1/5
TrustpilotWhat a scam
What a scam. They just want to take advantage of immigrant people. I had the worst experience with one of their employees, Antonio Horta. He was even asking us cash money as a deposit, with no signed paperwork whatsoever... dodgy. Then when we left the flat they tried to take all our deposit for no reason. Lucky enough we had a British friend that threatened to take them to court - if it wasn't for him, these bast*rds would have probably gotten away with it. I don't believe a word of any of the good reviews, they must be all fake!
Hi MyaMany thanks for your review.We can understand your frustration, unfortunately, your review is really unfair.Though it's a negative review for us but you have mentioned an agent "Antonio Horta". For clarity Antonio Horta does not work for Cityrooms since year 2018.Good luck with whatever you are doing and stay safe.Please feel free to get in touch with us if you still have any questions.customer.service@cityrooms.com
5/5
GoogleMassive thank you to Tommy!!. He was communicative, honest and very helpful. He helped us step by step to complete the whole process and guided us through it.
1/5
TrustpilotDo yourself a favour - AVOID THIS AGENCY
Do yourself a huge favour - AVOID THIS AGENCY!I needed a room very quickly so I thought to use this agency. I really should have done my research so now I wouldn't feel so dumb.They told me that because of Covid I couldn't see the place before renting. That sounded suspicious but I didn't think about that too much (now I know why they did tell me that). They suggested a room in a flat with 3 other people. The room seemed ok from the pictures/videos so I took it.Do you know how many people live here other than me? 6 PEOPLE! We are 7 and it seems like a hostel.No space in the fridge nor cupboards.People not making their copy of the key and buzzing at the intercom at literally any time, doors slamming every 10 minutes. Everything so messy and dirty. I've been here for less than a week and it's been a nightmare so far.I asked for a refund but they said I'm not eligible for it as they didn't know about the extra people. It seems like it's not their responsibility. Whose responsibility is that then!?!?!?!?Now I'm reading about the extra costs for electricity bills and basically I'm gonna pay for the extra people living here. ABSURD!!I might need to lawyer up.
Dear AndreaThank you for taking the time for leave us a review. We appreciate receiving both positive and negative reviews to make sure we continually improve service levels for all of our customers.I’m so sorry to hear you have been unhappy with the service provided in this instance. Your review has prompted me to look into the matter further and found we have already dealt with your complaint before on 11 May 2021. Your property has a licence for 6 tenants. We are aware of some of your flatmate having some visitors which we unfortunately can't do much about this. We are also aware that you agreed to our tenancy terms agreeing that any overuse of energy or gas, you will contribute towards the excess. All bills and calculations have been sent to you.Hope the above clarifies the position. Please do not hesitate to get in touch with our team if you have any questions.Kind Regards,
1/5
TrustpilotDO NOT USE THIS AGENCY!!
DO NOT USE THIS AGENCY!!! The pictures they show you will not reflect the current state of the flat! They do not care about any of your issues the moment you move in and will ignore you. And let me tell you they do not deep clean the flats between tenants - not even during covid times. When I moved in the bathroom and kitchen were a dump and even after assuring me multiple times, no one came to clean and I had to pay for a cleaning service myself to make the place livable. Also had to cook in the kitchen in the dark for over a month because no one came to fix our faulty lights. Nobody came to get rid of the mould in the shower either. And to top that off they let a drug addict move into our flat who made me no longer feel safe in my home. This was all ignored by the agency, so I had to move out early and now they won’t even give me my deposit back!! Spare yourself this hassle and look elsewhere to rent.Edit in reply to cityrooms: I never said the apartment complex was a dump - it is about the bathroom and kitchen that were so dirty even the professional cleaning service I had to hire (since you didn’t send one) couldn’t fully clean it. And the roommate that snorted cocaine off the kitchen table and harassed me in the shared living spaces. I have photo and video evidence and the police was even called by my other flatmate after I moved out. Moving out was never about shared kitchen spaces (l detailed the full reasons as explained here in various emails that were all ignored by cityrooms), this was just another one of the many issues both me and my flatmate faced.
H Jana,Thank you for your review, we are very disappointed and sorry that your experience was less than positive. Following our investigation about your experience with us (according to your own words), the reason why you vacated the property early was due to ongoing disagreements with your flatmates about the kitchen cabinets space. We disagree with your statements about the property being classified as a "dump". This is a 1.5 million pound property located in the heart of Waterloo. We wish you all the best in your near future
1/5
TrustpilotFraud company
Worst company ever. They change the main company name from time to time, I assume to avoid legal issues.They don't care what's going on in the house, as soon as they get the money. If you have abusive flatmates in a more expensive room, they don't care, they ask you to solve the issue and, if you keep complaining, they ask you to relocate to another property.They increase your rent every time they can when you renew.They don't inform you of any overuse and, when you finish your tenancy, they slap you with a massive invoice to keep your deposit.They are a fraud, to keep your deposit, they say that you left the room dirty and with things broken, and they stop claiming it when I told them that I took pictures before I left.The managers there are the worst persons to deal with.I've sent a Subject Access Request and I'm still awaiting...PS: That's why you did nothing when my housemate assaulted me. Manager G. took pictures of the injuries on my neck and that's all. I regret every single year, but that's your leverage; people are busy working, moving is painful so we stay in your rooms while you increase our rent every time you can and don't care about your tenants. Then, once we finish our tenancy, you try to scam us claiming unexistent damages. Liars.
Hi Javier,We are London's largest independent flat-share estate agent, and local employer of over 11 years, we have never change our name which we are very proud of. We have grown over these years by providing expert advice and exceptional service for which we are very proud. Please be assured we are taking your comments very seriously, it is very regrettable to us to have any unhappy customer.Javier - we are thankful for the five continuing years that you had been our tenants and we sincerely wish you all the best.Take care
1/5
GoogleNever rent from city rooms. I have a racist housemate that’s threatened my life too. This agency have refused to terminate my contract and explicitly told me via email that they can’t evict the housemate. I’ve given them the CAD number from the police, they still don’t care. Very selfish and need money. Had so many faults prior to moving in and I wasn’t told the issues. When I wrote an email to them, they did nothing to resolve the issue. Even if you’re desperate, never rent from city rooms. It’s the worst decision I’ve ever made in my life, my most toxic ex can’t even compare to how awful this agency is.
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Tell us what you need and we'll put you in touch. City Rooms 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.
