I am literally shocked and this I will publish Monday. Theses guys are worse than worse. I am 100% with you

Title: Our experience with Ukio in Barcelona was honestly unbelievable

I normally never post things like this, but after everything that happened I genuinely feel people should be aware of how chaotic this experience became.

We had already been staying with Ukio for months and fully intended to continue extending our stay further, which makes the entire handling of the situation even harder to understand.

The situation started when we tried to extend our stay.

The first payment link sent to us was for approximately €4,020, but the payment could not even be processed because Ukio had not enabled the required 3D Secure verification correctly on their side. I have documentation of this directly from the payment process.

To avoid any delay and make sure at least part of the extension payment went through, I immediately transferred €2,000 via instant SEPA transfer on Thursday morning.

I then spent the entire day trying to contact Ukio to arrange payment of the remaining balance.

Nobody answered the phone.

Late Thursday afternoon, I finally received a new quotation from Ukio’s finance department — but now for approximately €5,700, while the €2,000 transfer was still not reflected or balanced in the amount.

At the same time, I was repeatedly told that the €2,000 had “not been received”, despite the fact that I had proof of payment from my bank.

I sent proof immediately.

Still no clarification.

Then on May 1st, again, nobody answered phones or emails all day.

At the same time, I later discovered that Ukio had already generated and sent an “early departure confirmation” email on April 30th — despite the fact that we had NEVER requested an early checkout and were actively trying to extend the stay and pay.

So while we were trying to stay, their internal process already seemed to be moving toward checkout.

Throughout the entire situation, the only consistent communication we received was essentially:
pay the payment link immediately or leave the apartment.

This happened despite:
- €2,000 already having been transferred
- ongoing confusion around the payment setup itself
- incorrect payment links
- payment links failing because Ukio had not enabled 3D Secure correctly
- lack of replies to calls and emails
- and no actual clarification regarding the extension, checkout process or apartment access

Then Saturday morning at 09:50 external cleaning staff arrived at the apartment door.

At that point:
- €2,000 had already been transferred
- we were actively trying to extend the stay
- nobody from Ukio was answering calls
- and no proper checkout process had ever been agreed with us

Shortly after, the apartment door issue effectively blocked access entirely.

One of us had to remain inside the apartment at all times so the rest of the family could get back in, because the door could not be opened normally from outside.

Later that morning, around 11:00, the apartment became locked again.

This situation continued until Monday afternoon.

During this time:
- we still had all of our belongings inside
- including essential medication for our child
- while daily rent was still being deducted from the €2,000 payment

Even after all of this, I still tried to resolve the situation constructively.

On Tuesday morning I sent Ukio a written proposal confirming that:
- we still wanted to extend the stay until July 2nd
- I was willing to immediately pay for interim days while reviewing the final quotation
- and that the most urgent issue from our side was confirmation that apartment access would not be restricted because our children and essential medication were still inside

At one point I was literally sitting in a metro trying to manage the situation remotely while my husband and children were still inside the apartment with uncertain access.

Because of the access situation, my husband could not leave normally to pick up our children without risking being locked out of the apartment.

At one point the apartment door had to be left open temporarily in order for the family to be able to come and go at all.

The response I received was essentially that the full amount had to be paid that same day in order to remain in the apartment and maintain full access.

Then Monday morning, Ukio finally sent an account reconciliation showing in black and white that the €2,000 payment had in fact already been received on April 30th — exactly as we had been explaining the entire time.

So the entire situation escalated while we were actively trying to pay and extend the stay.

Looking back, one of the most frustrating parts was that the situation could likely have been de-escalated much earlier if the case had been escalated internally sooner.

Instead, we spent days repeatedly calling and emailing without anyone properly taking ownership of the situation or even answering the phone consistently while the situation continued worsening.

What also stood out to us was that meaningful communication and more personal case handling only seemed to begin once the situation had already escalated significantly and negative reviews or public feedback were mentioned.

We experienced a very similar pattern during our previous stay as well.

And this was unfortunately not even our first serious issue with Ukio.

Last summer we rented another apartment from them for around €2,500 where:
- the AC did not work during extreme summer temperatures
- technicians constantly entered the apartment trying to fix it, disrupting work and daily life
- there were large cockroaches running around the apartment (documented on video)
- there were missing pillows for days after arrival
- laundry and sheets were hanging all over the apartment when we checked in, as if it had not been prepared properly

We were basically told that if we were unhappy, we could simply leave the apartment — despite having just arrived in Barcelona with two small children.

No alternative apartment was offered.

After all of this, we were offered only €260 compensation and were asked to remove negative reviews and sign an NDA / non-disparagement agreement.

At another point during our stay, we were left for nearly a week with a washing machine full of trapped water and clothing inside while repeatedly trying to get assistance and offering to arrange an authorized technician ourselves.

The issue was repeatedly delayed despite the fact that we explained we had children, school uniforms and limited clothing available.

We also dispute the later explanation written in the technician invoice regarding objects allegedly causing the drainage issue, as this was never communicated to us during the repair visit and does not reflect our understanding of what happened.

Following checkout, we also received an inventory deduction report listing a surprisingly large number of allegedly missing household items, including multiple pieces of cutlery, glasses and kitchen items.

We completely dispute the vast majority of these claims, as they do not reflect the actual condition of the apartment upon departure.

We acknowledged the accidental breakage of two wine glasses, but beyond that, the inventory report felt excessive and deeply inconsistent with our experience during the stay.

Despite everything, we still chose to give Ukio another chance.

After this latest situation, we completely lost trust in the company.

Before publishing this publicly, I wanted to provide Ukio the opportunity to review the timeline and documentation in case there are any factual inaccuracies you believe should be clarified.

That guy Eloi is horrible and I don’t understand one word of what he is saying