4/10 Poor
Johnathan V., Sarasota, fl
27 October 2024
Liked: Cleanliness
The dark cloud in an otherwise fantastic trip.
Our trip to the UK was incredible, but our experience with this property was a letdown. The dwelling was fine, with its charming London layout and a prime Kensington location, close to High Street station, making it convenient with ample nearby options.
However, the issue was the management company, City Relay. After returning from Ludlow to London, we went to pick up our key at an unusual location - a 24-hour shop. I gave my code, but it didn’t work. The shop clerk advised us to go to another location, a 15-minute walk in the opposite direction. After standing outside the shop with our luggage, I contacted CR on WhatsApp. They eventually provided a new code, which finally worked. This inconvenience set the tone for the rest of our stay.
Once we arrived, the property was pleasant, tucked away on a quiet, picturesque street. But there were further issues: City Relay's response was unclear about key drop-off, initially directing us to a distant location. Then, one day, the water shut off entirely. I contacted City Relay in the morning, but they didn’t resolve the issue, and the water was only restored by a neighbor’s initiative. Additionally, the property had minimal supplies—barely enough toilet paper and no shampoo or soap, a rarity based on our stays at other VRBOs worldwide.
If the owners want to improve, I’d suggest they consider another management company. The property is lovely, but City Relay’s lack of responsiveness and customer care overshadowed it.
Johnathan V.
Stayed 4 nights in Oct 2024