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Address

Contact Details:

Tel – +44 207 993 5693

Email – info@cityrelay.com

Reception Desk:

62 Kenway Road
SW5 0RD
London

Main Office:

233 Portobello Road
W11 1LT
London

Warehouse:

Westmoreland House
NW10 6RE
London

Questions?

What is included in your Hassle-Free Hosting fee?

Everything! There is no hidden fee except for an initial photo shoot, should you need better pictures for your listing.  Check-in, check-out, replenishment, laundry, it is all included and cleaning will be charged to the guests.

What is included in your Easy Guest Services fee?

With our Easy Guest Services, for £30 per month without any commitment, you will get: an unlimited number of check-ins and check-outs at our reception desk in Earls Court, luggage storage, guests assistance 24/7 and preferential rates on cleaning and maintenance. For instance, you will pay £55 for the hotel style cleaning of a 1 bedroom flat to get your flat guest ready. This includes linen, towels, toiletries, tea & coffee. Get in touch and we will send you our pricing details!

What is included in our Housekeeping Service?

We provide a hotel-style cleaning, linen and towels and a welcome package with toiletry products, coffee, and tea. Not only will you benefit from our hotel-trained cleaners know how, but our cleaning supervisors will ensure your flat remains guests-ready at all time!

What do you need to provide?

First and foremost, we will need to make sure that your flat is fully equipped and furnished to be guest ready! Then in more details, you will need to provide Wifi. We also need one duvet per bed and 4 pillows per double bed, We only provide duvet cover and pillow case.  Then, you will need to provide a hoover, toilet brush, a bucket and a mop. We recommend Henry hoover and a Vileda mop. Our housekeepers will thank you for it! Then depending on your offer we will need between 1 set to 3 sets of keys.

Is it possible to start working with us if you already have bookings on your Airbnb account? How will it work?

Of course, it’s possible! Should you opt for our Full Management Service where we will start listing your flat ourselves, we will use our own City Relay account to list your flat. But we will enter your existing bookings in your calendar, that’s no problem at all, but we won’t keep your reviews, as we will use our own account you will benefit from City Relay reviews.
If you want to keep marketing your flat on Airbnb and get your own bookings and only use us for our cleaning and/ or check-in services, then we will connect your Airbnb account to our software, to be automatically informed of your upcoming bookings to organize the cleaning and/ or check-ins with your guests.

How long does it take to set up?

Once we’ve settled the offer you are interested in, it will take between 3 to 5 days to arrange everything.
If you are interested in our Hassle-Free Offer, we need to come and see your home, then we will need to arrange a photo shoot. Once we take the photos, it will take us 3 – 5 working days to list your flat everywhere and start getting bookings.
If you are interested in our Easy Guest Services offer, we just need to set up a meeting to check your flat so we know how to manage it and we then set up a connection to be able to manage your Airbnb bookings! It usually takes 3 days from the 1st email to be able to manage your first booking.

Is there a minimum or a maximum time limit to short let your flat with us?

There is no maximum: we also short let flats which are available the whole year!
For our Hassle-Free Offer Offer we need your flat to be available for 6 weeks at least per year.
For our Easy Guest Services offer, there is no minimum period.

What is the 90 days rule implemented by Airbnb? What does it change?

The 90 days restriction only concerns Airbnb bookings. It means that you are not allowed anymore to list your flat more than 90 days on Airbnb. However, we are still able to list your flat for an unlimited period on other booking platforms such as Booking.com, HomeAway, Expedia, TripAdvisor. Therefore, the flats that we fully manage have not been impacted at all by this new Airbnb rule, our occupancy rate remains more than 80%.

How will we protect your property from troublemakers?

We screen and vet all our guests so no troublemakers enter your property! First, at the time of the booking we will proceed to an offline ID verifications and we will ask again for IDs during the check-in. We will meet and greet all your guests, it enables us to make sure everything goes smoothly and also to proceed to a second ID verification. Our reservation and guest team are well-experienced and know exactly which profiles are likely to damage your flat. As soon as we have a doubt concerning the guest intentions we cancel the booking.

Will you be insured in case of damage?

The insurance system is different regarding the booking platforms. If your guests booked through Airbnb, you will be protected by the Airbnb hosts insurance which covers damage up to £600 000. With other booking platforms, as they don’t provide an insurance to hosts, we ask for a pre-authorization of £200 to the guests. A pre-authorization, unlike a deposit, means that we can charge the guests more than £200 if the damage were to be more expensive. Our cleaning team will check your flat after every check-out, so guests can be charged asap in case of damage.

Will you be able to come back to your flat whenever you want?

It’s your flat, of course, you can come back whenever you want! However, the sooner you warn us, the better it is, as we will be able to block your dates before accepting any bookings. If we already accepted bookings, we can cancel them but you will have to pay a cancellation fee. The prices are the following: it’s free if you warn us 6 months in advance, £50 if you warn us one week before the booking, and £100 if you warn us within the same week.

Is there a minimum time commitment?

There is no commitment! You need to sign a contract that you may cancel at anytime and there are no cancellations fees.

How will we manage the check-ins?

We have two ways of handling check-ins: directly at your flat or at our reception desk, 62 Kenway Road, SW5 0RD. Our Reception Desk can be very convenient for your guests as, should they arrive before they check-in time, they can leave their luggage there and still go explore London same thing if on their departure day if they book late flights ect…

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