Ukio Omdömen 715

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.

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

Celeste is always supportive with quick solutions. Great to know she is there to guide and support. She kindly revised mu cleaning in few hours, many thanks Celestw

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!

It’s a great service I had from this company it’s all about customer service
The ways they handled my stay was absolutely amazing
Big up for the top notch work
Really recommend to everyone

I absolutely love using Ukio for my rentals, the apartments are always very clean, very stylish and have all the facilities you could need from an apartment to make it feel like home.

On top of this the staff are always very attentive and fast to reply, whether it be a WiFi issue or an appliance problem or just general questions they always go above and beyond to help, especially Mel in bookings and Kayo. They are always so nice and patient with me and my family. I am on my 3rd year of booking with them now and I don’t look anywhere else.

Kayo and the Ukio Guest Experience team are really quick in solving any issues with the apartment. And very friendly on top. 👍

Our move in was super easy but also complicated. It was very easy to find the apartment and the check in instructions were simple and effective.

When we moved in we had quite a few issues but with the help of the UKIO team, they were fixed very quickly. The staff at UKIO have been nothing but amazing. Patricia has helped out in every way possible and has made our move in so much easier. The same goes for every member of the team

The Ukio team changed my access code, so I couldn't get into my apartment. Even though I pointed this out in the morning, the door wasn't unlocked until 19 hours later. We had to spend the night outside. It was the worst day of my life.

Patrícia foi extremamente atenciosa, rápida no atendimento e resolveu a questão em poucos minutos. Está de parabéns pela excelência no atendimento.

Excelente atención. Fácil tramitología. Hacen la vida sencilla a las personas. Mucha calidad humana y empatía con clientes en condición de situaciones especiales.

Avoid Ukio in Portugal.

I went on a friend’s recommendation to book with Ukio. I found a place, read the policy, paid for the apartment.

After paying I got a text via WhatsApp saying that they would let me know at least 48 hours prior to check in whether or not I was “approved” to move in. This was nowhere to be found in their policy they sent me prior to booking. I am traveling with cats. It’s hard enough to find a place to live here, let alone with pets. I asked several times “can you show me in your policy where it says this?” My rep said “ You have 24 hours to cancel…don’t worry, you will get approved…I asked for this to be expedited“. I told her how unrealistic it would be for me to find a place to live in 48 hours, especially since I’m traveling with my cats. If they said to me 48 hours prior to move in: “Sorry, you can’t move in”… We would be homeless.

I told my rep: Please expedite this request, I would not be able to turn on a dime and find a place in 48 hours. She reassured me. Then went on vacation. I emailed the company. No response. I called. Not a working number.

I found another place and took it. I had to.

When I got back in touch with my rep she said they would keep security deposit and 1st month because I was canceling prior to 31 days before check in and after 24 hours. “I really think you should keep it.”

€4500 was not refunded because I didn’t cancel within 24 hours. I booked on a Friday. No response from them on a weekend.

Ultimately, I asked her to cancel. I had to. I had to have a place.

And wouldn’t you know…Miraculously, right after I send the cancel request, they email me with an approval.

Zero integrity.

Please refund my security deposit and 1st month. You should inform customers well in advance of taking their money, if you have a policy that says they potentially won’t know whether they have a place to live or not all the way up to 48 hours prior to check in. It’s not fair. It breeds mistrust.

My booking number for your reference is 9EC512845CC7 and I was supposed to stay in BANYAK in Lisbon.

I would appreciate if someone would contact me about this. I did not get a response at all from the email I sent to ar at ukio.com on March 27 at 2:14 pm. And the number you have listed on your invoice you sent me is a non working number.

Thanks in advance for making this right for me.

Update from the 30 day refund process: these are not serious people. Every email
Is inconsistent, with no attention to detail, kind of dismissive and not helpful at all. Per policy they have 30 days for refund. In my previous case, they refunded within 2 days of checking out. When I asked for a similar flexibility after the second stay, I got all sorts of unhelpful emails including an increase 31 day. Lesson learnt I will not trust my money with this company again.

This is my second stay with Ukio in Paris. We were off to a rough start, especially after a sub-optimal 1st apartment experience but Ukio staff went above and beyond to make sure my stay is nice. The apartment and amenities were nice and clean, the service was nice and they showed great attention to detail to my requests (especially after I’ve communicated my discontent on the first round).

I'm living in a UKİO apartment for nearly 2 years and its like my home now and in a new country with everything can have trouble, with Ukio team it has never been. They always on the other side of the phone, wp quickly and get in touch to see how they help - and always solve as quick as possible and never make you in trouble. So I think I will keep on being in Ukio home and advise to anyone starts a new life in a new country or for a short-term in a comfortable home having everything you need.

E la seconda volta che uso case di Ukio, la prima a Parigi e devo dire che mi trovo veramente bene. Lo stile è l’accoglienza riservata sono eccellenti, niente è lasciato al caso e le posizioni delle case sono sempre azzeccate. E poi in ogni caso c’è sempre un team di assistenza pronto ad intervenire per qualsiasi esigenza. Insomma non ti lasciano solo e ti secondo fino alla fine del soggiorno. Grazie Ukio!

amazing support and care for the clients; special thanks to Kayo from me, she deserves the raise😆

Excelente agencia, sin duda siempre será mi primera opción para mis próximas estancias en Madrid.
Alquilé el apartamento "Haneo" (3 meses) por la Plaza Castilla, sin duda la ubicación es inmejorable, el apartamento aunque es pequeño, cuenta con el espacio suficiente para el propósito de mi viaje. Literalmente solo entré y salí con mi maleta. El servicio por parte de Ukio fué excelente, tuve unos pequeños incidentes con la cerradura de la puerta principal y con una pequeña fuga de la lavadora, lo reporté y en un par de días ya tenía a un técnico de Ukio reparándolos.
La atención por parte del servicio a clientes es excelente, siempre estuvieron pendientes de que disfrutara de mi estancia y de resolver mis dudas.
Lo que se ve en las fotos y videos, es lo que recibes y aún más, vamos, que no me hizo falta ni papel sanitario :-). Todo lo que te prometen en el contrato lo cumplen a carta cabal, la fianza me fue reembolsada en tiempo y forma en su totalidad. Aclaro, soy muy organizado y dejé todo tal como lo recibí, no esperes lo mismo, si generas desperfectos.
Estoy muy agradecido con Ukio y su personal por todas la atenciones, sin duda en mi próxima estancia por Madrid, serán mis "socios de viaje".
¡Gracias, Ukio!