Ukio Reviews 

I am very satisfied with the companies quality of service. Communication was always comfortable due to fast respond time and attentiveness. Also, Juan Diego was really helpful and provided great guest support through out the stay.

Booked a lovely apartment through Ukio in Lisbon. Everything was very smooth, with always excellent, professional and friendly service from Celeste! Thank you so much.

Amazing stay everything was perfect. The location is good, close to everything you need and in a beautiful area. The host Ukio was friendly, responsive, and made the whole experience smooth and comfortable. The apartment itself was clean, well-maintained, and had everything we needed. Highly recommend, would definitely stay again!

I reported a couple of maintenance issues and they were fixed the next morning by a friendly and helpful technician.

Allison was very kind and responsive. I really appreciate all the help and there ability to resolve my query in a time efficient manner.

Buen servicio

Very good and attentive

Honestly how effective and fast it was. Straight to the point and very understanding/comprehensive. I grealy recommend!

Responded our maintenance request very quickly and helpful

Wonderful and attentive service response by Celeste.

Avoid Ukio.
Paid a premium for an apartment advertised with a dedicated office and high-speed internet — got neither. No working internet for the entire stay, making the “office” useless, plus broken A/C during peak heat.

Support is a joke: endless WhatsApp loop, zero ownership, nothing gets fixed. At one point they even sent a fake speed test from another location to pretend it was resolved — and only admitted it after being caught.

They charge full price for a product that simply doesn’t work and then hide behind internal policies.

This isn’t just bad service — it’s misleading and unacceptable. Avoid Ukio.

UPDATE (based on Ukio’s response below):

Ukio publicly states that a ~7% compensation offer for an apartment without reliable internet and with broken A/C during peak heat was “significant compensation.”

To be clear: this apartment was rented specifically for work. It was advertised with a dedicated office space and high-speed internet. For almost the entire stay, there was effectively no usable internet connection. I had to spend substantial additional money on coworkings, offices, mobile internet, taxis, and constantly reorganizing my work schedule. It directly affected my business operations and productivity for weeks.

The A/C situation also made the apartment barely livable during a significant part of the stay in Barcelona heat. This was not a “minor inconvenience.”

Accepting a 7% refund under these circumstances would simply feel humiliating.

What made the experience even worse was the service model itself. Almost every response from support would arrive intentionally near the end of the working day. If I replied immediately, I would receive an automatic message saying support hours were over and someone would respond “tomorrow.” They managed to stretch simple discussions into a three-month loop while consuming an absurd amount of my time and energy.

What’s especially frustrating is that I proposed a reasonable compromise very early on: move me to another Ukio apartment with working internet. This was ignored/refused despite the issue clearly not being resolved.

At this point, it genuinely feels like the business is optimized not around hospitality or customer experience, but around exhausting customers until they give up.

I’ve had a very positive experience with Ukio so far. The apartment quality, the overall service, and especially the responsiveness of the team have been excellent.

From the very beginning, the move-in process was smooth and well coordinated. Whenever small issues appeared, which can naturally happen in any apartment, the team handled them quickly and professionally. Maintenance visits were arranged promptly and everything was resolved efficiently.

What I appreciate most is the attitude of the team: they are responsive, solution-oriented and genuinely attentive. Communication has always been clear and respectful, and it’s evident that they care about maintaining a good experience for their tenants.

In particular, the local team in Lisbon has been very supportive and easy to work with. Every interaction has been professional, helpful and proactive.

Overall, Ukio offers a very convenient and well-managed living experience, and I’m happy to recommend.

Sérgio Meireis

I booked an apartment for a month. The place is completely different the pictures. They are misleading. I'm about to start taking legal actions against the company. They don't respond over email, what's app or phone. Never use this company. They are the biggest scammer in the market

I almost never write reviews but I am making a point of writing this because of just how horrible this company is to deal with.

Please do not give UKIO a cent of your money until you've read through the countless reviews like this one - most 5 star reviews are fake accounts. They are a deceitful sales front with a completely siloed and anonymised backend who have zero accountability or respect for your funds.

I engaged Ukio in March 2026 and was contacted by their sales agent on WhatsApp (their preferred channel). During negotiations she promised anything necessary just to agree a deal - i.e. fixed rent / utilities terms, subletting permissions, contract registration with Finanças, retrospectively adding tenants to the contract and ensured all agreed terms would be reflected in the contract.

Once negotiated, she advised that a deposit of €7850 would be required to secure the booking and initiate the contract. Twice I advised I was not comfortable making payment before the final contract, however, she advised this was the only way to produce the contract in Ukio's system.

Numerous times she attempted to induce a credit card payment, advising it was required despite this not being listed anywhere in the contract. First warning should have been here, as on attempting to pay by card it tripped Revolut's 3DS security warning - a big red flag.

I naively chose bank transfer believing it to be safer and deposited the €7850 requested. Once paid, she confirmed receipt and forwarded me the contract the next day, which is where the real side of Ukio began to show.

The contract sent at 3pm the next day showed a higher rent amount, unfixed utilities with additional usage charges, no mention of retrospectively adding another tenant to the contract or that the contract would be registered with Finanças and clear terms that prohibited subletting.

She then disappeared 'On Leave' for 5 days right up until the day before my contract was due to start - supposedly leaving my matter with 'legal teams' and 'other colleagues' to be resolved.

What followed was no less than 20 contact attempts via phone, WhatsApp and email to at least 6 different channels (Sales, Guest, General, Accounts, Sales Members & Sales Managers).

ZERO tangible response was provided to resolve the matter over the next week. No callbacks, no email resolutions, no updated contract, just a loop of WhatsApp "we're escalating this" messages to stall so that they have a defensible claim to your funds once you move in and physically initiate the contract.

Recognising this, I sent a firm email before the move in date advising that the booking was made under invalid and misleading contract terms and that the deposit would need to be refunded immediately as I would not be proceeding.

She then came back "from leave" and at 6pm the day before move in, confirmed that the booking had been cancelled, not before having the nerve to get defensive over the issues I had with depositing €8k only to receive false contract terms.

I provided banking details and she advised that the cancellation was "done" and that "a full refund had been processed". I asked if proof of payment would be sent to me and she advised it was automatic, yet all I received was a generic cancellation email.

I made 20+ attempts to engage Ukio over the next week (phone, email, WhatsApp) to advise the urgent nature of the refund, yet again received only circular responses routing me back to generic email addresses.

A week later I was told the refund was "done" again, yet she then asked for bank details again - which I sent AGAIN. Another week later after 20+ more attempts to call, email and get clarity over the refund, I received a vague anonymised email from Ukio Accounts saying "the payment was made but there is a bank delay".

The first meaningful response only came after I escalated the matter by filing an official fraud report with Revolut and submitting a police complaint — at which point the refund was processed within 12hrs along with a bogus email screenshot "from the bank" with redacted address details and a deposit receipt that clearly showed the payment was only initiated after the above action was taken, despite repeated lies that it "had been processed".

To date, I have still never spoken to anyone from this company on the phone despite 30+ calls and have barely had an email response. They hide direct contacts of key personnel and restrict you to deceitful WhatsApp comms to cover tracks whilst saying anything to take your money and then disappear.

Be careful!

UPDATE - Do not believe the performative response below by Ukio. They literally spent the last 3 months trying to have my review removed for defamation and only posted this response once trustpilot rejected their claim. This is nothing more than dishonest PR waffle.

I rarely write negative reviews. Ukio has earned one.

For a two-month furnished rental in Madrid, Ukio charged nearly three months of combined deposit and rent to my credit card before any tenancy was confirmed. They then demanded three months of bank statements — for a two-month stay. After providing every document requested, I was informed I did not meet their financial solvency threshold. They delivered this verdict while holding the majority of my money and without any real response from a person. It was an automated response without any real justification.

What followed was extraordinary. Ukio did not respond to emails. They did not return voicemails. My lawyer and I visited their office three times in person attempting to resolve the matter. Three times. This is not a communications gap — it is a complete and deliberate breakdown in basic customer accountability.

After three weeks of this, and with my lawyer formally involved, Ukio finally agreed to proceed. By that point, the specific apartment for which I had paid a deposit had been rented to someone else.

To summarize: they took my money, rejected me on spurious financial grounds while keeping it, ignored every attempt at contact for weeks, required three in-person office visits from me and my lawyer before anyone bothered to respond, and ultimately failed to deliver the apartment I had paid for.

I cannot imagine a more comprehensive failure from a company that charges premium prices and presents itself as a professional operator. Avoid.

Update: Ukio has since responded to this review. Their response contains factual inaccuracies, I have addressed their response point by point below:

First, a basic factual error: I am not moving to a new city. I am a resident of Madrid. This was a two-month rental in the city where I already live. The fact that your reply opens with this assumption suggests it was not written with any knowledge of my actual situation — which, sadly, is consistent with my entire experience with Ukio.

"Mandatory verification process" — I complied with every document request, including three months of bank statements for a two-month stay. After full compliance, I was informed I did not meet your financial solvency threshold. You had already charged the majority of the rental to my credit card. You could have simply charged the remaining amount.

"We processed your refund as soon as we met in our office" — this is factually incorrect. There was no meeting. My lawyer and I visited your office three times and were never received. On the final visit, a staff member told us someone would reach out. That is not a meeting. Ukio did not respond to emails or voicemails throughout this entire period. The refund came only after three weeks of being ignored — not as the result of a productive office meeting that never took place.

"Alternative apartment options" — the original apartment I paid a deposit for was no longer available because this process dragged on for three weeks. Being offered a replacement is not a resolution.

"We respect your decision to decline further support" — after this experience, I think most people would understand that decision.

I appreciate that you've taken the time to reply, but a response that contains factual inaccuracies about the events in question is not an improvement on silence. I hope future customers read both this review and your response carefully.

The company is doing super well, always responde to me and help me with my problems and questions. The only thing is the cleaning is not that organized and you can’t put to earlier and you have to pay everytime and not fixed!
The person that attends me is super atencious and always in alert

Fast responses, good communication

Allison and Sara were so helpful when my apartment lost hot water. They had a technician come a few hours after my initial communication. It's the benefit of having everything handled for you while you settle in to a new place - will definitely stay at Ukio again.

We recently stayed at the Fratta apartment in Madrid and it was an absolute dream. The space was stunning and exactly what we were looking for. The location was perfect for exploring the city, and the entire process with Ukio was incredibly smooth from start to finish. We couldn't have asked for a better experience!