City Relay Reviews 2,399

We stayed in one of their London properties and everything was as the photos and they were very responsive with any questions we had. It was a stress free stay in a beautiful location!

Amazing house and location. The hosts are extremely accommodating and helpful.

The apartment was spacious had all the necessary amenities especially for a family with an infant comfortable beds with good storage space a full kitchen and it’s in a very classy and central part of London

City Relay managed my flat for short term / holiday rentals. Their achieved numerous 5 star ratings for my property and a lot of the feedback was around their responsiveness and good communication. They achieved consistently good occupancy and rental income, for which I’m very grateful. They were also friendly and responsive in their dealings with me, for example if there was a maintenance issue at the property. I would recommend them for their short let management service.

It was a pleasure to work with CityRelay. They were very responsive to all of my inquiries. I was delayed in getting to the property because I took a wrong turn. They were very helpful sharing their location with me and even offering to pick me up. They checked in on us to make sure we had everything we needed.

If zero stars were possible, this company would deserve 0

My experience with this agency was disappointing and, frankly, unacceptable. The property was advertised at a specific rental price pcm with utilities provided. At no point — not in the listing, not in the emails, and not during phone communication — was there any indication of additional charges.

Upon arrival, the agent did not even possess the correct access codes, after multiple calls and messages and close to 30 minutes of time wasting we got in. Once inside, we viewed six rooms before he disclosed that utilities were, in fact, an additional £200 per month. He was also unable to confirm the actual rental prices for the rooms being shown just that there was a message in his instructions to advise utilities are extra.

This critical information was withheld until the very end of the viewing, rendering the entire appointment a complete waste of my time and money. I took an hour off work to attend a viewing for a property that, due to undisclosed costs, is now outside my budget.

The lack of transparency, organisation, and professionalism displayed is deeply concerning. I would strongly caution others to proceed with extreme care as I would consider this FALSE ADVERTISING.

Communication was great, they were very responsive and made the process smooth. The Airbnb was gorgeous and would definitely book again. Thank you!

Very responsive and reliable. Proactive at reaching out to resolve issues. I've worked with them for years and currently transitioning from using them to manage short let to sourcing tenants - process straightforward with both.

I have been with CityRelay for several years. Had one apartment with them then two. The best thing about cityrelay is their personal approach. They knew me and my apartments very well and responded immediately every time I needed them. The apartments were almost full capacity most of the time and managed very well. I lived in the US at the time and I did not have to get involved with the management which saved me a lot of time. Highly recommended!

Excellent service, lovely staff. Dealt with Oona who was blockbuster!

First class flexibility, customer service professionalism management and the cleaning services hotel level quality, amazingly they also provide maintenance as required and with consultation

I have been so traumatised by how badly CityRelay treated me and my home that I have only now found the courage to write this. It is hard to put into words how appalling their management and customer service are. They managed our flat for over and year and if I were to list all the issues we had with them, i could write a book. To summarise, they do not vet in anyway the people staying at your home. All they are bothered about is making profit and getting bookings. Our home was completely vandalised on numerous occasions by guests partying and because we were not in the country to visit our property we only found out about the damage when we periodically returned or when new guests checked in. CR do not physically check guests in and out of the property. On several occasions when there were weeks gaps between guests (because there had been no check out), the damage was not noted until long after their deposits was given back. Resulting in huge costs to we the owners. On one occasion when we were made aware of the damage, CR asked us to pay and when I rightfully stated that the damage costs should come from the guests deposit, I was told that it had been given back to them "to avoid getting bad reviews". The damage was in the hundreds of pounds and there was no way to retrieve it.

The worse incident was when guests ripped the balcony door off its hinges and just propped it up against the frame. It had been like that since their check out and so left our property completely unsecure for around 1.5 months. When my parents visited the property to check on it and found the door, it was impossible to get hold of CR and get a proper response. After literally weeks of battling with CR they agreed to cover half the cost of the door repair. The total costs were over £1.2k as it is an all glass bi folding door. CR tried to say that the door was faulty in the first place and so in part, it was our own fault. That was not the case, but lets say that it was. No faulty door gets accidently ripped of its hinges. The force required to do that is immense and it is an undisputable sign of property damage and vandalism. Again, no deposit could be collected from the perpetrators. Nor was any compensation offered for the fact that CR had left our property completely open to burglary for over one month due to the door not being attached. It is simply mind-blowing. We were living in a different country and time zone at the time and it was a literal nightmare trying to deal with CR and get them to accept responsibility of any kind. Absolutely zero sympathy or apology was offered for their incompetence and neglect of responsibility. There were other incidents where neighbours (the property is in a block of apartments), complained about guests smoking inside communal areas and in our own property. When we got our property back their were cigarette holes in our furniture and the place stunk of smoke. CR sent someone round to ask them to stop, but of course they did not. We pushed for them to be evicted but again CR refused. There was little we could do being in another part of the world.

We originally chose to work with CR as they are a big company (compared to many of their London competitors) and we hoped that this would mean they would be more professional and organised. we could not have been more wrong. No amount of money is worth the stress and aggravation that they put us through. Their total lack of professionalism and competence ended up costing us thousands of pounds, but more importantly, it has been the distress of knowing how badly our private home was treated that has been the true cost of their neglect.

City Relay have been hosting my flat in London all year and I have found them to be reliable, trustworthy and very diligent in the care of both my flat and the guests who they host on my behalf. I recommend City Rely to new landlords wholeheartedly.

gave these guys my listing for 2 months , almost 0 bookings , countless excuses , they never reduce my price even though i asked for this several times via email , had to pay for review and onboarding things that just seemed like a scam , Terrible experience no accountability just excuses , ended up privately renting my property as this experience was so terrible , still chasing money due

We had an excellent stay at the Fulham Residences for 20 days. Check-in was smooth, the apartment was clean and spacey, furnished with new and stylish furniture and had a fully equipped kitchen. It provided everything we needed to experince a comfortable and relaxing stay at London. The hosts were very responsive and helpful too. Will definitely prefer City Relay for my next trip.

Easy and reliable to pick up keys and in case of an issue responsive on the phone and sorted the issue quickly and effectively. Enjoyed the properties I stayed at - all very professional!

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).

Very clean and good communication with the host- clear instructions

Great location, Great Apartment with everything you! Very good communication from City Relay as well. Very impressed and for sure will use again.

Fabulous flat rented for a week from City Relay - very clean and comfortable with great appliances. The host was very responsive to questions. Highly recommended