Complainant: C. S.
Company complained against: Ukio Spain S.L. (UKIO), CIF
B-67627232 Registered office: Calle Balmes 76, Planta 3, Puerta 1, 08007 Barcelona
Summary of Complaint
I was a tenant under a short-term sublease agreement with Ukio Spain S.L. for a property located at Carrer del Comte d’Urgell 288, 3rd Floor, Door A, Barcelona (postcode 08036),
from April 24, 2026.
1. Unauthorized Entry — Twice
Ukio’s contractors and cleaning staff entered my private residence on two separate occasions without the 48-hour prior notice required under Annex 1, Section 7 of our own
signed contract, and without my consent or presence.
On the second occasion, I was asleep in my apartment when a stranger entered and was heard inside the home. This caused significant distress and a real sense of personal insecurity in my own residence. I am a women alone, I told one of the Okie's team and yet it happened again. This cannot be happening in 2026. Ukio acknowledged this in writing via WhatsApp, stating that the entry occurred “without
you feeling comfortable with the access” and offering a formal apology, which confirms the breach.
2. Breach of Contract
Annex 1, Section 7 of the signed agreement explicitly requires 48 hours’ prior notice for any access to the property except in genuine emergencies (structural damage, gas leaks, fire).
Neither incident (a window repair, a cleaning visit) qualifies as an emergency. Ukio breached its own contractual terms on both occasions.
3. Unresolved Habitability Issues
Despite multiple written reports, the apartment suffered from a recurring cockroach infestation that was never properly resolved. Pest control visits were promised and then did not occur as scheduled on at least one occasion. There's was also an issue with the AC leaking and flooded the entire bedroom. The dryer stopped working. A leak from the Ukio shower to a neighbor downstairs. Multiple cockroaches all the times. In the little amount of time I stayed there I couldn't believe how many issues I had.. So annoying for almost 5,000 euros a month!!!
4. Agreed Compensation Withdrawn in Bad Faith
Following the above issues, Ukio agreed in writing to a compensation of €800 to resolve the matter. Additionally, Ukio’s own official WhatsApp account (Ukio Guest Experience, verified business account) explicitly offered, in writing, that I could shorten or end my stay early “without any penalty” as an alternative resolution. I exercised that exact option. After doing so, Ukio informed me that the previously agreed compensation would “no longer be applicable” — attempting to retroactively withdraw a written agreement and contradicting their own prior written offer.
5. Excessive and Harassing Payment Attempts
Since June 1, 2026, Ukio has attempted to charge my payment card a minimum of four times per day, including attempts as early as 4:00 AM, despite my written request that no payment be processed without my explicit authorization while the compensation dispute remains unresolved. This pattern constitutes excessive and harassing commercial conduct.
6. Lack of Transparency on Payment Methods
I have requested in writing that Ukio confirm which payment methods they hold on file for my account and cease any charge attempts without my prior written consent. As of this
complaint, Ukio has not provided this confirmation.
7. Contradictory Charging — Attempting to Charge an Amount They Confirmed Is Not Owed.
After I vacated the property on June 12, 2026 (notified in writing), Ukio confirmed to me in writing that, after applying my €2,500 security deposit and the agreed €800 compensation, the remaining outstanding balance was €436.00. Despite this written confirmation, Ukio has
continued to attempt charges of €3,736.00 on my payment card multiple times per day — an amount their own written statement confirms is not owed. Furthermore, the €3,736 figure itself is not substantiated: I occupied the apartment for 12 days in June, and even applying Ukio’s own “7-day notice exception,” the total (19 days at the monthly rate of €4,700) amounts to approximately €2,976. I have requested a line-item breakdown of the €3,736 figure in writing; Ukio has not provided it. If calculated correctly, after applying the deposit and agreed compensation, Ukio may in fact owe me a balance.
Resolution Requested
1. A correct, line-item recalculation of the final balance based on my actual occupancy (June 1–12, 2026), with utilities prorated to actual consumption supported by provider invoices, and no late fees applied to an amount that was formally disputed in writingthroughout.
2. Full and transparent accounting of my €2,500 security deposit, with confirmation of return of any remaining balance within the 30-day period stipulated in the contract.
3. Honoring of the previously agreed €800 compensation for the unauthorized entries and resulting distress.
4. Written confirmation of all payment methods held on file and immediate cessation of the repeated charge attempts of €3,736 — an amount contradicted by Ukio’s own written
confirmation.
5. Formal acknowledgment of the contractual breaches described above.
Supporting Documentation Available
-Signed sublease agreement (Ukio Spain S.L.)
-WhatsApp correspondence with Ukio Guest Experience team confirming unauthorized entries and the agreed €800 compensation
-Photographic evidence of pest issues with timestamps
-Records of repeated payment charge attempts
I am available to provide more and all supporting documentation upon request.
