Casa Insurgentes by Kukun

These are darling little apartments and, in my opinion, a great value if you’re self-sufficient and comfortable with some DIY. It’s not a hotel, and apartments don’t automatically come with daily cleaners, though you absolutely can request daily maid service if you want it. I’m not a fan of daily service myself. If you can take care of yourself and do a little cooking, this is a great choice. My unit faced the very busy, loud Insurgentes Avenue, so they’d thoughtfully stocked earplugs and a nice white noise machine. The kitchenettes are well equipped, including built-in sink filters, which felt like a real luxury after high-end hotels in SE Asia where I had to bring bottled water. I asked for an extra space heater and blanket, and they brought them quickly and happily. The hostesses were so sweet and friendly when I texted them on WhatsApp.

The room faced the street, and the noise made sleeping difficult. Police sirens, ambulances, and motorcycles were constant, and even the disposable earplugs didn’t block them. Sound also carried through the poorly insulated windows and room door, so hallway conversations were loud at night. The bedding was old and worn, which made sleep worse. I booked Kukun Insurgentes Roma on Kukun’s official website with flexible cancellation, but after confirmation there was no cancellation option anywhere on the site. I tried several times to reach customer service on WhatsApp and got no reply, so we were stuck staying there against our will. Between the noise, lack of comfort, and unclear cancellation and communication, it was very disappointing. I wouldn’t recommend this Kukun location, especially if you care about sleep or expect reliable help.

The room I’d booked wasn’t there when I arrived. I’d paid about 500 euros for a week, but was given a room that wasn’t shown on the website. After I complained, the hotel made me stay and promised to sort it out the next day. Following a terrible, sleepless night, I checked out. The manager told me she understood the agreement had been broken and that I should wait for Booking.com to decide. It’s been 10 days of contacting Booking.com and my bank to try to get a refund for services I never received. The hotel says it couldn’t change my reservation or help, even though the reschedule button was available and the option to cancel for 65 euros was there too, but neither worked. Booking.com says only the hotel can make changes. We’ve filed a complaint with a lawyer and found other people who say they had similar experiences, including being charged more or promised a cancellation without receiving a refund. It’s been a waste of time and energy, but I’m not letting it go. We’ve also asked the bank for a refund, and I strongly advise against this hotel. I’ve used Booking.com for over ten years, live in France, and work in human rights. I’ve never experienced anything like a hotel promising something that doesn’t happen. Their messages say they can’t change the reservation, even though Booking.com says they can. I’m continuing to seek justice, and we’ve found others with similar stories. Take the negative reviews seriously.

The apartments are new and very well kept, and the place feels safe and central. Having reception open 24/7 adds to that. Customer service replies quickly and is helpful. I extended by one night, and they helped with the reservation at the best rate. It’s on a major road, so the front-facing suites are noisier than the ones in back. Let them know when you book if that matters to you. I had no problem with the noise, and anyone used to city life should be fine.