UTOPIC Campos Elíseos by ULIV

The building is stunning, but the noise in the lobby, including music that felt unnecessary, could be unbearable. My stay was disappointing from the start because the reception staff were very rude. I was put in the Frida room, which was so tiny I could barely open the door, while friends paying the same rate got much larger rooms. I agreed to pay extra to switch, but then they said I had to pay for two rooms for one night because it was afternoon, even though I was alone. That seemed unreasonable and highly unprofessional. The treatment and service were unacceptable despite the beautiful building, and I wouldn't recommend this hotel.

The room was freezing, with the temperature expected to drop to 6 degrees that night. There was no air conditioning or heating system, just a small fan and a little floor heater. The room was very basic, and when we tried to open the balcony door, its handle came off in my hand. We tried to cancel the nights we'd booked, but they refused to refund us, even for the second night. There was also a big pink balloon decoration in the lobby covered in dust. Terrible place. We moved to the presidential intercontinental next door, and that was the best move.

I was in the Victoria room and would stay there again. It's in a great neighborhood, close to transportation. My only small complaint was that I could hear people in the lobby and on the stairs because my room had a window facing the lobby. You can open it, though there's really no reason to. The balcony faced the front of the hotel, but there was barely enough space to step out.

For years, Utopia by Uliv was one of my favorite places. The property is beautiful, the on-site staff have always been incredible, and we'd recommended it to close friends after so many wonderful stays. But my latest experience has been deeply disappointing and, frankly, unethical. We had a large family trip planned for Thanksgiving, then had to cancel because a family member had unexpected health complications. I contacted Uliv in October to cancel and request a refund. After weeks of emails with no answer, I finally reached someone on WhatsApp, but weeks and many messages later, I still haven't been refunded. Each time I was told the finance team would “get to it,” and nothing happened. Trying to manage through my credit card company a reservation I booked over a year ago has become a nightmare. My cousin, who was booked for the same trip, went through the same thing and spent months chasing a refund that should have been handled promptly and professionally. After years of loyalty, I can't recommend Utopia by Uliv in good conscience anymore. They've fallen well short of expectations when it comes to money and basic customer trust.