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City Relay is celebrating a new milestone after being recognised by Airbnb for the Best Year-on-Year Improvement in Quality. This recognition is possible through the collaborative efforts of teams handling guest communications, cleaning and maintenance, onboarding, and tech support.
“This is a testament to the hard work we have done in the past year, focusing on all the small things that could be improved for the guest’s journey, specifically improvements on guest communications and resolution.” – Martin Coppens, Client Services Director of City Relay.
This reaffirms our team’s relentless commitment to elevating the guest experience and refining property operations. It encourages us to keep setting new benchmarks and innovative solutions to improve and redefine short-term rental management in London.
City Relay’s Journey Through Quality Transformation
City Relay’s success did not happen overnight. It comes from years of refining property management operations, going through every touchpoint in the guest’s journey to ensure the service provided will always exceed expectations.
Considering the current landscape of London’s short-term rental market, we focused on key initiatives that we believe contributed to this recognition.
Empathetic guest communication and swift resolution
The guest communications team focused on prompt, empathetic and solution-oriented interactions. Whether it involved resolving issues mid-stay or last-minute requests, guests received proactive engagement that elevated satisfaction scores.
Enhanced onboarding and property standards
At City Relay, quality begins from day one, long before guests arrive. “We know that quality starts much earlier. It’s about the properties we onboard and the cleanliness we maintain,” Coppens explained.
Our onboarding process is designed to ensure all properties meet our premium standards. At the same time, we regularly conducted rigorous quality checks to revise our quality standards. This ensured the layout, furnishing and safety measures were compliant with industry standards.
Innovative cleaning practices and proactive maintenance
This year, our cleaning standards saw significant advancements, thanks to our strong partnership with Opago, the smart proprietary platform that monitored all management and operational tasks. The data-driven insights allowed our team to pay meticulous attention to detail while ensuring consistent high-grade cleanliness and maintenance.
Our commitment to sustainability also prompted us to use eco-friendly cleaning materials and methods.
This high-quality and sustainable cleaning and maintenance service was crucial in driving positive guest reviews and multiple repeat bookings.
Smarter technology and process improvements
Opago played a significant role in the continuous improvement of our property management systems. It provided an overview of all properties and upcoming tasks. This improved oversight of operational tasks allowed our teams to respond to guest needs and requests quickly.
We’ve discovered the key — combining advanced technology with service expertise delivers real-time quality control, efficient response times, and smoother workflows.
Collaborative team culture
By far the most significant contributor to City Relay’s quality improvement continued to be the culture of teamwork. From guest communication and onboarding to housekeeping and maintenance, every team contributed to the award through a shared focus on efficiency and consistency.
“Team effort — from better and more thorough onboarding, better cleaning quality, and all other touch points help us provide exceptional service,” claimed Coppens. “It’s what leads to more bookings, greater satisfaction and a stronger ADR across the board.”
Why Quality Recognition Matters
Quality is the key to increasing occupancy rates and rental revenue. When guests are satisfied with their stay, they are more likely to leave positive reviews. These reviews attract potential guests and encourage them to book a stay.
Being recognised for having the best quality improvement goes beyond receiving an award. It signals our ability to innovate, adapt and deliver value. It’s a reflection of our efforts and the foundation for even greater achievements in the future.
As a property owner, working with a multi-awarded company like City Relay brings peace of mind. You don’t just get higher occupancy rates and rental income. You’ll also get a well-maintained and fully compliant rental asset.
At City Relay, we are determined to keep setting the standard for short-term rental management in London. We’ll combine decades of hospitality expertise, operational excellence, and tech-driven solutions to deliver results that satisfy both property owners and guests alike.
Find out more about our Airbnb property management solutions. Get a free rental estimate now.
