Kukun - Headquarters — Local services in Mexico City

If I could give zero stars I would. We booked an apartment for three weeks in Polanco. First off, the location was good and the doormen (who work for the building and not for Kukun) were helpful and friendly.

But as for Kukun, well, that's another story. When we arrived, a blind was broken and on the living room floor, the freezer had old food inside and was filthy, the windows were dirty, the blinds were dirty, and the upholstery (sofas and chairs) had stains of undetermined origin. The chairs were also very rickety, and looking at the bases, they were missing special screws that required an Allen wrench to replace. The toilet seat in the guest bath was broken and the toilet was dirty. The shelving in the entry was all covered in dust. Ceramic artwork had fallen off of the walls and the bare screws remained. The ceiling lights in the living room were broken and/or burned out so that each evening we were sitting in the dark. A desk lamp was broken, the safe didn't work and there were no blankets. It was a nice place that hadn't been maintained, nor had a coat of paint, in several years.

So I tried to call these guys and they never answer the phone. So I WhatsApp them, repeatedly. After endless nagging and complaining, they sent over their "team", which was one very nice cleaning lady who worked diligently, but who wasn't given the correct cleaning products-like the stuff that removes calc from glass in the shower. (all three showers needed a good cleaning as the glass walls were covered in calc). After another harangue on my part (I did not come to Mexico City to fight with rental companies) a handyman came. He fixed the toilet seat and changed five of the ten lights in the living room ceiling as they were just burned out bulbs. The rest he left wires hanging and said he would return. Though I begged and begged, he never did. Nor did they replace the broken desk lamp. Indeed my husband and I took turns going out shopping for things to make the place habitable and sitting at home waiting for maintenance people that never showed up. We bought rechargeable lanterns so the living room wasn't so dark and blankets to spread on the sofa so we could sit on the furniture-the sofa was so dirty with heaven-only-knows-what substances that we didn't want to sit on the sofa. (On the fifth day of our stay, a man came to steam clean the upholstery).

For five days of our vacation, our sole task was waiting for Kukun to come to fix things or clean things. Then we just gave up and fixed them or buying the products to clean the apartment ourselves. For example, I found the store where they bought the furniture and went and bought the special screws and Allen wrench to fix the chairs ourselves so they wouldn't just collapse if we sat on them. We bought lamps and anti-calc products to clean the showers. We bought blankets (though Kukun did eventually deliver some after we did).

I think that the worst was the complete indifference. After all, they were paid 100% in advance, so what did they care? They wasted five days of our 21-day stay and then a few more days after we gave up on Kukun. I told them we had guests arriving on the 7th day and was just embarrassed to receive them. They didn't care at all. We cleaned and fixed what we could, but we couldn't do things like fixing wires hanging from the ceiling.

I've posted just a few of the photos. I will also try to figure out how to post the endless WhatsApp messages imploring these guys to hold up their end of the bargain.

I love Mexico City and will definitely go again. But never ever with Kukun. I paid a very tidy sum to them for a nice place in a nice area. They provided a place that could have been very nice, if anyone cared to maintain it or clean it. So I would highly recommend that you DO NOT EVER book with Kukun. They did correct a few things but they left me pretty much in the lurch, caused endless frustration and wasted my...

An utter disaster from begining to end, please don't rent from this company. We arrived at 11pm at the building and, because the company had screwed up and had us arriving the next day, we spent one hour on the street going back and forth with the security guard who refused to let us in. We had email confirmation of our arrival day but he was given the wrong one. The whole situation was made worse by the fact that the guard WOULD NOT EVEN OPEN THE DOOR TO TALK TO US FOR HALF AN HOUR AND NO ONE FROM KUKUN WOULD PICK UP THE PHONE. Although we were told that the apartment was dirty and if we were let in, it was at our own risk, this turned out to be a lie. When we finally got in after midnight the apartment was, in fact clean. Despite this awful experience, no one from Kukun even called to apologize the next day, only an email promising to refund one night. Although the apartment was clean and the beds were comfortable the other problem is that it was FREEZING. In the winter in Mexico City, temperatures drop into the 40's and 50's at night. Upon arrival we emailed to say that the apartment was too cold and their response was to bring over one blanket the next day. After five more days (one day before we left) we finally got ONE TINY space heater for the three bedrooms, living room and dining area. For the entire week whenever we were in the apartment, we had to keep our coats and scarves on. It was utterly miserable. Repeated calls went straight to voicemail, Whatsapp messages often went unanswered for...

We have been very delayed in our condo renovation so decided to book directly with Kukun. I have to say our experiences have been mixed. The first building on Reforma "the Monex" building is a lovely building with a great location. The issue is that the windows do not open and the sun is so hot, even with portable a/c running at full blast 24/7 our internal temp was 92 degrees F while it was in the 60s outside. We requested a move and we moved to 222 Reforma. Great apartment, lovely view, two stories with an espresso machine, purified water and nice size bedrooms and bathrooms. Housekeeping services were outstanding! Maintence.. meh.. not so great. Calcium plugged shower heads, pealing paint and overall not kept up. We had to extend again and moved to 89 Atoyac .. an entire Kukun building. The apartment is nice size but all the windows are frosted so you feel like you are in a 7th floor human testing lab. No filtered water or even a garafone. No espresso machine but otherwise fine. Housekeeping is also good. Maintenence requests go unanswered although they did fix the failing wiifi. Overall Kukun customer servie is friendly but typically slow or they avoide the situation. They use WhatsApp as their main communication tool and this results in having to retell the same story over and over. They seem to have little to no internal communications so it's up to the guest to keep on top of things. Def room for improvement on the customer service and...