Ukio Reviews 717

Really good experience, house is incredible and they customer service stand out !!!

Ukio makes sure the apartments are cozy, clean, nice and with work space.

Son una panda de estafadores camuflados. Básicamente una vez que realizas el pago, a las horas te rechazan el piso y tienes que luchar y pelear con ellos para que te devuelvan tu dinero. Ya tengo esto en manos de un profesional pero si queréis un alquiler profesional y con buenos términos siempre os recomendaré Airbnb y no está porquería.

Fazer uma transação em outro país, de alto valor financeiro e de forma digital gerou um pouco de insegurança. Mas para minha surpresa, totalmente seguro, com informações claras. Daí partimos para as instalações. Airbnb e por vezes hotéis, fazem nossa estadia e viagens tornarem um pesadelo. Mas com o profissionalismo da UKIO foi tudo perfeito. Check-in facilitado, imóvel muito confortável e limpo. Utensílios novos e tudo muito funcional. Foram 50 dias em Madri onde não tenho nada a reclamar. Parabéns UKIO e equipe pelo profissionalismo. Nota 100!

Ukio was a total let down.
We moved in for 3 months in their flat in Calle Velasquez in Madrid with my wife and my 3 year old daughter.
First there is no functioning washing machine, and they committed to fix it but one month in nothing happened.
Then the bathroom room door was blocked with vital meds inside. For 3 days they asked us to stay at home to wait for a technician. And no one turned up.
Then a bedroom window can’t close for the last 10 days, with subzero temperatures outside. So now we are sleeping the 3 of us in a tiny bed. They are not even considering compensating us. Shame on them! Now I am filing formal complaint to the local authorities, Don’t book with them.

A wonderful experience with Ukio! Everything has been very well managed. I highly recommend it!.

If possible, I would likely rate as 4.5 stars for our experience with Ukio. The customer service is excellent and the space was clean and ready to use when we arrived. All bedding and furnishings are well appointed and the location is great for groceries and access to restaurants and cafes. The negative part of our stay was the constant building construction for months with loud noises and dusty elevator and hallways. We also found construction dust in clothes hampers in our apartment. Again, the experience has been very good overall, but could have been better without the construction.

Renting an apartment through UKIO mainly brings one thing: problems.
Even supposedly modern apartments have serious defects, and you should not expect anyone to actually help you.
You spend endless time on hold, constantly talk to new and seemingly incompetent people, get empty promises, and send countless WhatsApp messages and emails — over the course of months. Even in serious situations such as no working heating in winter or a broken air conditioning unit in August with 35°C, no one helps. No one at all!!! They just don't care.
I had to go personally to the Madrid office several times just to get any response. Verbal promises were later conveniently “forgotten.”
On top of that, you are required to stay home for half a day for technician visits or staff sent only to prepare quotes — only for the appointment to be postponed or for no one to show up at all.
In the end, dealing with UKIO turns into a full-time job for the tenant. Completely unacceptable. I am shocked.

Alquilar un piso con UKIO solo trae problemas.
Incluso en apartamentos supuestamente modernos existen defectos graves, y no hay que esperar que nadie se haga responsable de solucionarlos.
Pasas horas en espera, hablas constantemente con personas distintas e incompetentes, recibes excusas y escribes innumerables mensajes por WhatsApp y correos electrónicos. Todo esto durante meses. Ni siquiera en casos graves, como no tener calefacción en invierno o una avería del aire acondicionado en agosto con 35 grados, nadie ayuda. Absolutamente nadie.
Tuve que ir varias veces personalmente a la oficina de Madrid para conseguir algún tipo de respuesta. Las promesas hechas verbalmente luego nadie las recuerda.
Además, para visitas de técnicos o empleados que vienen solo a evaluar presupuestos, tienes que quedarte medio día en casa, para que luego el turno se cancele o directamente no aparezca nadie.
Al final, alquilar con UKIO se convierte en un trabajo a tiempo completo para el inquilino.
Una situación inadmisible. Indignante.

Eine Wohnung über UKIO zu mieten bringt einem vor allem eines: Probleme.
Selbst in einer vermeintlich modernen Wohnung gibt es erhebliche Mängel – und man sollte nicht erwarten, dass sich jemand darum kümmert.
Man hängt endlos in Warteschleifen, spricht ständig mit neuen, unfähigen Personen, wird vertröstet und schreibt unzählige WhatsApp-Nachrichten und E-Mails. Das Ganze zieht sich über Monate. Selbst bei gravierenden Mängeln wie einer nicht funktionierenden Heizung im Winter oder dem Ausfall der Klimaanlage im August bei 35 Grad hilft niemand. Wirklich niemand!!!
Ich musste mehrfach persönlich ins Madrider Büro fahren, um überhaupt irgendetwas zu erreichen. Mündliche Zusagen wurden später einfach „vergessen“.
Zusätzlich muss man für Handwerkertermine oder Mitarbeiter, die nur zur Angebotserstellung vorbeikommen, jedes Mal einen halben Tag zu Hause bleiben – nur damit der Termin verschoben wird oder niemand erscheint.
Am Ende fühlt sich das Ganze wie ein Vollzeitjob für den Mieter an.
Eine absolute Zumutung! Fassungslos über solche Zustände.

EDIT: don’t rent the Sandoa unit in Lisbon !!
They sent a technician (only after I posted this review) and he couldn’t do anything so we now have to continue living in a flat where you can’t turn the oven on and use the toaster simultaneously or you’ll be put in the dark. This unit will test your nerves, and so will the support.
Ukio has no desire to issue any compensation - so, you rent a faulty apartment and because you’ve paid already and they have a deposit, they won’t do shit

Our apartment in Lisbon (Sandoa) has an electrical problem where you cannot turn AC and oven on simultaneously or the electricity goes out
The support tells me it’s a “known problem since the beginning” but that’s how it is and they cannot do anything about it (exact message below)

“ Hey Cheveux, we spoke with maintenance and they said this apartment has a permanent issue since day 1 that is not fixable.”

Look, it’s very expensive for what it is (ground floor apartment, small bathroom, very dark) - they say you pay a high price for 24/7 support, I’m ok with it but the truth is: you’ll get a reply fast but it’s not gonna be helpful
They were very very reactive and keen when they were offering to extend our stay there. No so keen and reactive when there’s a problem

I’ve asked for compensation on Jan 5th and still nothing, we’re the 14th

So maybe go for something cheaper if you can because you’re not gonna use the service anyway

My experience with Ukio has been extremely poor and very stressful.

I made my reservation and full payment over a month ago for a 3-month stay. With less than a week before my arrival, I still have no formal booking confirmation, no contract to sign, and no information regarding check-in or access to the apartment.

I have contacted the company more than ten times, and the only response I receive is that I should “be patient” because information is sent according to check-in order. However, when I made the payment, I was clearly informed in writing that the contract would be sent within 48 hours, which never happened.

What is most concerning is that, to this day, they have not even been able to confirm whether I actually have an apartment secured or if I need to find alternative accommodation myself, placing me in a situation of unnecessary stress, uncertainty, and financial risk.

For a company handling temporary stays and significant payments, this level of communication, follow-up, and reliability is unacceptable. I would not recommend Ukio to anyone who values clarity, professionalism, and peace of mind when traveling.

Mi experiencia con Ukio ha sido muy negativa y refleja una grave falta de profesionalidad, atención al cliente y responsabilidad, especialmente tratándose de una empresa que se presenta como proveedora de alquileres de departamentos de lujo.

Alquilé un departamento en el barrio de Sant Antoni, en Barcelona, del 4 de noviembre al 29 de diciembre, casi dos meses completos, y durante todo ese período solo se realizó una única limpieza del apartamento. Para una empresa que se autodefine como “premium”, el nivel de servicios es prácticamente inexistente. En la práctica, servicios: cero.

Siempre que surgió un problema, fui yo quien tuvo que tomar la iniciativa y comunicarme con la empresa. La situación más grave ocurrió al momento del check-in, cuando no se pudo acceder al departamento debido a errores en los códigos electrónicos de acceso, algo que la propia gente de Ukio reconoció posteriormente. Nadie acudió en el momento con una llave ni ofreció una solución inmediata. Tuve que esperar hasta el día siguiente para que resolvieran el problema, lo que dejó en evidencia que no existe un protocolo de emergencias claro y que nadie sabía realmente cómo actuar.

Tras un viaje en avión de más de 12 horas, mi madre quedó dos días completos fuera del departamento, sin poder hacer el check-in. Esta situación es absolutamente inaceptable bajo cualquier estándar de hospitalidad, y más aún tratándose de una persona de 72 años.

Posteriormente, según indicaron, ingresaron al apartamento para actualizar los códigos, pero nadie me avisó. Solo después de que yo volviera a contactarlos telefónicamente recibí una confirmación escueta diciendo simplemente: “ya se puede ingresar correctamente”. Si yo no me comunicaba, nadie llamaba para informar ni para facilitar las cosas. No hubo disculpas reales, explicaciones claras ni una conciencia genuina de la gravedad de lo ocurrido.

Lo más alarmante es que nadie de Ukio se comunicó en ningún momento con mi madre para verificar si había podido entrar, si el problema se había resuelto correctamente o siquiera si se encontraba bien. Tampoco hubo una llamada posterior de seguimiento. Este tipo de atención es básica y esencial en cualquier alquiler en Barcelona, y la mayoría de los anfitriones responsables lo hacen, especialmente cuando se trata de personas mayores. Ukio no lo hizo.

En cuanto a la comunicación, la situación es igualmente deficiente. Ukio se maneja casi exclusivamente por correo electrónico, claramente como una forma de abaratar costes, y no son capaces de realizar una simple llamada telefónica al cliente, ni siquiera ante incidencias graves. Dan por sentado que los correos informativos llegan, se leen y se comprenden, y si no es así, el problema parece recaer en el cliente. Para una empresa que se promociona como “premium”, este nivel de atención es inadmisible.

Además, el apartamento carecía de información básica imprescindible: no había números de emergencia (policía, bomberos), ni instrucciones claras sobre el funcionamiento de electrodomésticos como el lavavajillas, ni un contacto directo para situaciones urgentes. Esto contradice por completo el estándar esperado en un alojamiento de este nivel.

Por si fuera poco, en dos ocasiones personal de Ukio ingresó al apartamento —al inicio de la estancia y casi al final— sin previo aviso, sin llamada a la puerta, y sin asumir responsabilidad alguna. El trato al cliente fue en todo momento impersonal, desorganizado y descuidado.

En resumen, no recomendaría jamás Ukio bajo ningún concepto. Es una empresa centrada únicamente en el negocio y la facturación, que no cuida ni se preocupa por sus clientes, ofrece servicios muy por debajo de lo prometido y demuestra una preocupante falta de responsabilidad ante situaciones graves. Una experiencia decepcionante y, sinceramente, un desastre.

Excellent service from the company and their support team. They are always happy to help and respond promptly to any questions. The quality of service is very high.

CANNOT BE TRUSTED
I rarely write reviews, but this company deserves one. Ukio is not a reliable rental agency. Dealing with them was a complete waste of time and energy. They hold on to your money and mislead you.

I booked a month-long rental and made the full payment (€8132 ), submitted all required documents to Mel. She confirmed all was in order and to expect a confirmation email. Ukio doesn’t provide any type of confirmation receipt of payment or reservation #.
Another red flag that I initially overlooked was that she asked me to leave a 5-star review before the reservation was even confirmed.

That was the end of any proactive communication. Before payment, she called, emailed and sent texts every day until I completed the booking, then no communication.

After a week of silence, I sent multiple emails and WhatsApp messages requesting an update, but received no response. Reaching the company by phone was also nearly impossible, and when I did speak with someone, Alex, who said that I will hear from them by the end of that day. That did not happen. The next day, subsequent calls were unanswered.

It took 12 days from the time of the booking to finally hear back from Mel, who astonishingly asked, "what apartment did you book?". I had to repeatedly insist she checks her emails for the details. After I called out the incompetence and requested to speak with a manager, I received an email that my reservation was canceled, despite she previously wrote on a few occasions and even on that same day that it would be approved.

I was actually relieved to have received the cancellation given the demonstrated lack of customer service. After receiving the cancellation email, I researched Ukio online and was relieved - though not surprised - to read other reviews that corroborated my experience and mentioned other issues. There is a good reason to be suspicious about their 5 star reviews. It’s important to mention that the price of the apartment I had booked was also increased by 90%( Yes, ninety percent) online. They predictably, did not respond initially to my email requesting to be updated when the refund is processed. A week later, I received a generic email response from the company, but the refund has still not been processed. Another red flag, why not process the refund right after they canceled the reservation? It has been 28 DAYS since I booked and paid. I asked again for a manager about the refund, Mel stopped responding and I never heard from a manager after being repeatedly told that management will reach out only for those claims to be ignored is a deceptive practice. Ukio has proven itself to be unreliable and their culture is reflected in its terrible business practices. When direct communication with UKIO didn't yield anything, I had to initiate a formal dispute through AMEX to help get my refund. Ukio still hasn't refunded the money.
1. Do NOT give your bank statement, any financial information or document.
2. Do NOT believe them about the availability and prices of some of their online listings. Some properties showing availability on their site are listed as unavailable on other, more reputable rental agencies.
3. Do NOT fall for their sale tactics to get you to book an apartment quickly. They want your money for their books. In case of a refund, they’ll keep your money as long as they can, at least 28 days or longer in my case.
4. After a reservation is made, they will intentionally delay to respond to any communication and they do not answer the phone. If they do, be skeptical of what they say.
Be suspicious with Mel and the information she provides. Her job is to secure a booking though deceptive ways. They have provided misleading and false information.
The complete lack of communication and failure to return funds after a completed financial transaction is a poor and unacceptable business practice that ultimately resulted in a substantial waste of time and energy. This company demonstrates a total disregard for its customers and should not be trusted with your travel plans or money.

Yo enamorada de mi depa Ukio, es mi casa fuera de casa! El servicio es impecable! Trato directo, atento, veloz y eficiente! Todo siempre está impecable y sin problemas. Realmente una maravillosa experiencia‼️Gracias al equipo Ukio por siempre estar allí con tanta paciencia y excelente servicio!

DECEPTIVE COMPANY
Customer service from UKIO is inadequate and deceptive. Initial assistance ends once payment is secured. After booking, staff become unresponsive to all forms of contact. The few responses given are often misleading, causing unnecessary delays. This company operates unprofessionally and appears to be experiencing severe internal issues, likely financial, which explains their lack of legitimacy and poor handling of clients. I would caution others due to their questionable business practices. This is the classic " fake it until you make it business model” .

Sandra is great.
She resolved everything I asked her.
Great service.

This is the second time I have rented from Ukio and both times the process of booking and customer service has been great. Though the prices are higher than most, the properties are the best I have found in Barcelona and clearly set up for remote work if needed. All around, a great experience!

Avoid at all cost.
- The contract allows for them to relocate you to any other apartment
- Also "max. noise level of 35Db" with a fine of 5000EUR (note: a fridge makes 40Db of noice)