City Relay Reviews 2,399

Delighted from beginning of our stay to the end. Clean and all the appliances we wanted. Great quiet and convenient location. Frictionless transactions all the way.

Great spot. Fine apartment. En really good service!

City Relay has, for many years, been my letting agent of choice - for short-lets, mid-lets and long-lets. Their platform is excellent for both tenants as well as landlords. For me as a landlord I am able to see my bookings, my revenue - indeed their monthly statements are regular as clockwork, dependable and transparent. Their retinue of cleaners and workmen have been excellent in terms of keeping the property well maintained and they are extremely diligent and pro-active in terms of alerting me to any issues. Most important of all, in an age of companies shedding phone contact and using bots, there's always human beings to speak to. Over the years I have developed excellent working relationships with their various teams who go the extra mile to support me as a landlord. I would throughly recommend City Relay not only to landlords but to tenants too.

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.

Our experience so far with City Relay has been excellent. They have advised us on the best route for our situation and have guided us through the process, making it super easy every step of the way. The onboarding process is seamless, they cover everything and let you know exactly what to do. And with no upfront costs this is altogether a fantastic service

After recently moving to London from Australia, I have had such a pleasant experience with Saadiqah. She has been so lovely, kind and helpful throughout my property search.

City Relay have been extremely helpful, highly professional and have been a big help to us. Oona in particular has been fantastic as our point of contact. I would highly recommend this firm.

Great experience with Carlyn L at City Relay. Really smooth process. Thank you

CityRelay team is very responsive and professional.
CityRelay have been managing my property since 2025 and it has been a pleasure to work with them. Rory who is my point contact replies to Whatsapp messages within minutes, my flat any time it needed any updates they provided me heads up and gave me many cost effective options. I highly rate them as a provided. 5 stars.

The flat was perfect, the location couldn't be better. Super clean and super safe. We went walking through the town and were able to find so many nice restaurants and cafes. The flat was immaculate and the check in process was super easy. We will definitely stay here again when visiting London.

Very good communication, easy to deal with. provide an excellent service

I have been working away from my family the last two weeks and the flat that I rented in Bromley-By-Bow, Ashley court, really has been like living home from home. It’s been lovely and I really am going to miss staying here. The attention to detail with the house plants, great selection of books on the shelves in the lounge area, proper kitchen facilities etc was really lovely. The decor was lovely too. Very cosy and homely unlike a standard rental flat. Including the outdoor balcony with seating and plants. Nothing in the flat felt tired or old too. A quality mattress in the bedroom with sufficient clean bedding and towels was also reassuring for a great nights sleep. Thank you again, and I hope to stay here another time in the future if I am working at 3 Mills Studios which has also been the perfect location around the corner for work. Only a 5min walk.

The host and communication was also very professional and efficient. I will definitely be using City Relay again in the future.

Mr Mead

It was a pleasure to book with CityRelay, a modern and super clean flat in a prime location at Notting Hill Gate. The support was always available and the check-in/check-out process was seamless.

Flat and equipment available as described.

The apartment was lovely and clean and in a great location. City Relay was helpful in giving us any help or answering any questions we had. I would recommend and would come back again. Thank you!

I’ve been a host with City Relay for a few years and they manage my home in central London. The experience has been consistently excellent, from onboarding through to day-to-day management.

At a time when many companies rely heavily on automation and remote support, it’s refreshing to work with a team that still has people on the ground. Everything is handled in-house, and they regularly provide meet and greet services for guests, which makes a real difference to both hosts and guest experience.

What stands out most is how much they care. They’re proactive, responsive and genuinely invested in keeping standards high. I’ve even seen them send someone out at their own cost simply to make sure a guest was happy. That level of service is rare.

The team is professional, approachable and easy to deal with. I trust them with my property and wouldn’t hesitate to recommend them.

CityRelay helps us manage a property in central London, they do a phenomenal job and after just a couple of months we already have tons of five star reviews and no negative feedback. When there’s an issue with the property like lighting or plumbing has been an issue, they’ve been super quick to get back to the tenants and solve any issues. This has been pivotal and ensuring we don’t get negative feedback when something goes wrong, but also ensuring that the guests end up feeling really happy. Feedback to us has been very quick and responsive as well, and the fees we arranged with them are very reasonable especially given the level of service they provide.

Looking forward to working with them for the foreseeable!

We have entrusted City Relay with the management of our property since 2020. It was a priority to choose an agency that gave a great personal service to guests and for us to place our trust in them.
As of late we have noticed an improvement in communication.
Should there be an issue, City Relay have a maintenance team that can resolve, so we have things kept in good condition and guests can enjoy top facilities.
We feel confident in knowing the service that they provide such as nice quality bedding, towels, toiletries and the tea, coffee capsules, washing machine and dishwasher tablets are a convenient touch to get guests on their way when they first arrive.
As a personal touch we appreciate there’s a meet and greet by a member of the team to show guests in when they arrive where possible.
We look forward to continuing a successful relationship for both us as owners of the property and for guests making it their home for the duration of their stay.

I rented a beautiful flat in a calm location. It was nice and clean. But there was a terrible odeur in all rooms of the apartment. I discovered that it came from an old cleaning mop. The staff was very helpful and we found a solution quickly. Then I mentioned that there was only one tea mug in the kitchen. Within 1,5 hour another four mugs were delivered to the apartment. So in all it was a nice stay and I am happy with the friendly service of Cityrelay.

As a first-time homeowner entrusting City Relay with my newly-refurbished flat in prime London location, I experienced a year-long nightmare of financial and emotional distress, where I lost thousands of pounds and had to constantly fight their abusive and deceptive practices. In 14 months my flat sold for over £43k, of which CR paid me £27.5k (far below what I spent in mortgage and bills), keeping £15,5 to themselves, that’s 36% and far from the initially agreed 17%.

1. Overall Incompetence:
Once you sign the contract, City Relay turns into City Delay. Marketing took over a month, the listing was riddled with factual errors, until I rewrote it myself. Despite the flat being already deep cleaned and unoccupied (due to their inefficiency), they still charged me an additional cleaning fee of 100£ for a refresh.
Accounting: Frequent errors in invoices required constant tracking and chasing for corrections.
Their initial "deep clean" resulted in damaging my oven, which wasn’t reported by the staff. Despite providing before/after video evidence, CR initially refused responsibility, leading to 5 months of dispute and eventual partial refund.
Despite being a "professional" cleaning service, their standards were appalling. Throughout the year I provided multiple video evidence of issues, but improvements were never made. They weren’t using any cleaning products. No supplies were ever in the flat or with the young man who was doing the cleaning. Each time I had to buy cleaning supplies and clean the flat before using it myself. That means they provided no disinfection of the bathroom between the guests! Once, they left in the wardrobe a bag full of dirty linen from the previous guest.
Heating costs: Despite constant reminders, they left the heating on continuously, even when the property was vacant for weeks, leading to an additional electricity bill of 900£.

2. Inflated costs and hidden fees :
Soon it became clear that the extortionist practices are their business model. Their approach is designed to create issues, then overcharge for solutions, often triple the price of an external contractor's fees. 122£ to change 2 light bulbs in a newly renovated flat with new lightbulbs, 150£ to unclog the shower. Once they proposed to break the wall in the bathroom and charged 108£ for the recommendation. An external plumber fixed the issue in 15 min without breaking any wall. Each month required spending a significant amount of time and energy disputing unnecessary maintenance requests and excessive costs.
The advertised 17% commission was a blatant scam. They never mentioned that they don’t include the cleaning fee (100£) in the 17%. When confronted with this, all their manager had to say was: “You’re not paying for the cleaning, the guests pay.” The fact that instead of 17% they took home 36% wasn’t addressed.
Some fees weren’t mentioned in the contract at all. When questioned, their manager was as usual evasive, repeatedly ignoring my questions. My emails exchange with her looked like this:

Me: These fees aren’t in the contract, why?
Manager: No answer
Me: Can you get back to me regarding this?
Manager: Everything’s in the contract.
Me: Can you show me where in the contract these fees are mentioned?
Manager: When are you reopening the calendar?
Me: When are you replying about the fees?
Manager: Fine, we’ll refund these fees

3. Communication
Lack of data transparency: despite my repeated requests for clear breakdown on fees, no report was ever provided. I had to manually crosscheck between invoices, booking tool etc.
One of the main reasons I stopped working with CR was their appalling communication. As soon as something went wrong their manager joined the conversation and from then on it felt like talking to an immature child, an endless back and forth where she would exhaust you with irrelevant questions, while repeatedly ignoring your concerns. Clearly delusional, she doesn’t seem to see how her behaviour is damaging the brand and is detrimental to the business. Being rude doesn’t make you driven, it makes you unprofessional. Squeezing every penny doesn’t win you money, it makes you lose business.
When I first submitted this review, they publicly thanked me on the platform, but then requested the platform to remove my review for defamation. I now prepared all the receipts and evidence to back up my every word. I will put back my review as many times as needed and will reach out to other unhappy home owners for a class action if needed.

Overall, far from the "peace of mind" I was promised, working with CR was a torture.
The positive reviews here seem to be exclusively from guests, while hosts’ experiences are vastly negative ones and seem to quickly disappear, which explains their high note.