Urban Ground GmbH Reviews 87

Great room, responds quickly

No complaints here. They made the entire process easy, and the rental is great; it is exactly the way it was presented in the ad. And the Urban Ground team has been very courteous and helpful throughout. 👍

Trustworthy people. I stayed as a tenant in their apartment and they are honest people. Everything is made transparent. No hidden costs. The apartment is modern and clean. The rent might be a tiny bit above what you expect, but it's a fair price to pay considering the transparency and professionalism they have. During these Covid times, they went out of their way to help me.

Thank you Urban Ground!

First of all, we are totally glad that we found UrbanGround and the relevant people from there. The team has been very helpful to us in relation to our apartment search, viewing, handover, and the rest of the process. They are all very responsive, friendly, aware of all necessary details, and always eager to help solving issues very quickly. Also, being able to make a reservation for viewing easily and to upload documents in the digital platform are really cool. I would to thank all UrbanGround team for this great experience!

All in all, I can say that Urbanground provided what I expected from them. The cost-performance ratio was reasonable, but the places are more expensive than „normal“ flats in Berlin. However, this high price brings a lot of convenience as all expenses (except the German public broadcast fee (Rundfunkbeitrag)) are covered within the rent. The customer support was always friendly and with very quick response times, however it could even be more professionalised.
Urbanground held their promise of finding a flat in Berlin quick and easily, which comes at the rather high prices for their flats. Their target group are especially international high-income people moving to Berlin for a limited amount of time, that don’t want to waste much time on finding a flat there. Concluding, I would give Urbanground a 3,5-star review, as there are many aspects to improve, and the rents are quite high. As Trustpilot allows only full star reviews and my direct contact with the people at Urbanground usually has been very friendly I give a 4-star rating here.

1. Finding a flat and rental process at Urbanground

The „one-click-service“ of Urbanground is a very convenient way of quickly finding a place to stay in Berlin. The available flats are directly listed on their website and can be more-or-less booked as easy as a hotel room. The whole rental process is completely digitalised and the „classical paperwork“ can be carried out fully online, including all necessary signatures etc. Here I must add that this service is not common practice within German landlords and housing companies.

2. Cost-performance ratio

The price of the apartments of Urbanground is definitely on the upper limit of what is actually legally allowed in Germany and Berlin. The defined cold rent in my contract was exactly fixed to the maximal amount that legally is allowed in comparison to common rental prices as stated in the yearly released „Mietspiegel“ (rent index) for Berlin. When renting a flat in Germany, usually most of the additional expenses must be paid by the tenant and more important, must be organised by the tenants themselves. At Urbanground only the mandatory German public broadcast fee (Rundfunkbeitrag) was not included in the rent and had to be paid separately.
Here, Urbanground provides a convenient all-inclusive service where you don’t have to care about any of these expenses and organisation of all the services.
Additionally, depending on the flat and contract, Urbanground provides furniture for the whole flat, which is another service that is not common among German landlords and housing companies.
All in all, the cost-performance ratio for my apartment was ok, regarding the upper mentioned factors and the fact that I moved into a central Berlin-located brand new apartment.

3. Service and customer support

The responsible persons for the customer support at Urbanground were usually available quite well via email and mostly via telephone. For all problems that occurred, the guys at Urbanground usually tried their best to fix them as soon as possible. Especially, I must highlight my good communication with Deniz, who always tried her best to solve any problems even at weekends or bank holidays!
However, Urbanground is usually not the owner of the apartments they offer. This brings the problem that most of the issues occurring cannot be solved by the Urbanground people themselves and the need to contact the flat/house owners. This leads sometimes to some longer periods until problems are fixed but is an issue that I cannot really blame the team of Urbanground for.
Since most flats and apartments, they offer are brand new there occurred some issues during my stay with Urbanground. These included for example some internet connection issues or the fact that the digital lock system had to be reprogrammed once, as it was not properly configured by the installing company.
All in all, I think there is still more room for improvement of the customer service to bring it on a higher level of professionality. An online ticket service, with the ability to check the current status for the tenants and a 24 h-telephone hotline for emergencies would be a really great improvement in the customer service.

4. Pay-back of the security deposit

From my security deposit, the sum for cleaning the apartment, as agreed in the renting contract was subtracted. Furthermore, they fixed some minor defects in the apartment, which let to other costs. However, in direct contact with the Urbanground guys, we agreed on a reasonable sum for these repairs. I received the deposit back within two months, which is fully ok and within the legal requirements in Germany.

Pretty good company. They always respond- even if not immediately, take care of their apartments- even if not perfect, and provide easy electronic communication and documents. They also returned the Kaution very fast after i moved. Compared to how low standards many companies in Berlin have, they are pretty good and cooperative.

Urban Ground definitely met my expectations when I was looking for an apartment to stay in Berlin after moving to the city for my new job. The entire team is super organized and always communicate effectively and promptly.

During the apartment inquiry stage, and with my taste for quality living, Urban Ground provided me with a list of modern apartments to choose for rent, and all their apartments contain high quality furnishings. If modern apartments in newly built buildings is your thing, then Urban Ground is a place to go, because I have myself got the opportunity to live in brand new apartments provided by Urban Ground whereby I was the first occupancy tenant.

I really enjoyed living in centrally located apartments offered by Urban Ground and I would like to thank the entire Urban Ground team for giving me such an amazing living experience in Berlin!!!

All the positive reviews here seem like frauds (notice how it's all a bunch of 5s and 1s). These guys do not communicate, respond to emails, held my deposit for more than 2 months and then kept 70% of it on some made up expenses they never communicated to me before, whilst not responding for 2 months while I asked them for the deposit money. They are unprofessional and hypocritical frauds

I had been looking for a long-term apartment in Berlin for the last 3 weeks. But since I was based remotely, there was no landlord willing to offer me an apartment. With Urban Ground, I had a viewing of the apartment through a video call, got the docs processed & contract signed digitally. I moved into my apartment today. Exactly as expected. Great experience. Highly recommend!

Urban Ground is a highly professional organization, willing to do whatever is necessary to ensure their clients have a successful experience. When we suffered a “glitch” in our rental arrangements due to our own oversight, they worked with us continuously to ensure we had a satisfactory outcome, which we did. We highly recommend!

Urban Ground is a professional team of employees who care about their customers. My experience with them was not perfect. However, I really appreciate their resilience and troubleshooting skills. These are the people who will not leave you alone. They can team up whenever a customer needs them and fix all the issues. I recommend them. Dialog with Urban Ground is always possible!!!

Moved directly from London to my new home in Berlin. Thanks Team Urban Ground for the great experience!

All the best!

I was relocating to Berlin due to a job offer & was looking for an apartment to move into on day one since I did not want to live in a hotel. Through Immobilienscout24 I came in touch with Urbanground. I was skeptical initially to book an apartment online without visiting in person. Also, my research showed that their support is not great. I voiced my concerns & spoke with a team member. They indeed acknowledged that they were short of staff earlier while it is no longer an issue.

It's been 3 months since I have moved into one of their apartments. I had a few issues with the water supply & postbox. I am still learning German & could not communicate with the property manager. The support team took up the issue & resolved it for me.

Super happy with Urban Ground. Highly recommend!

I had to move places in the midst of Covid due to personal circumstances. Was referred to Urban Ground by a friend & I am extremely pleased with them. I have lived in Berlin for 3 years across 4 different apartments & shared rooms.

Firstly, the process was entirely digital - viewing was done over Zoom & the bi-lingual rental contract was signed fully digitally. During the actual move in, there were no unpleasant surprises. Both pictures & videos matched the apartment.

Have been living in the apartment for a couple of months now & the support team has been highly helpful if there are any issues. Best part is they speak english with me.

Highly recommend Urban Ground if anyone is looking for an apartment in Berlin!

The company was helpful and responsive up until I signed a rental contract with them. After that point they completely lost interest in me. Through the whole tenancy it was impossible to reach Urban Ground via telephone and very difficult to receive a response via email. Even when Urban Ground did write back it was very difficult to understand their replies in either German or English. Once I left the apartment, despite left no damages in the apartment as per moving out report, I still had to wait several months for my deposit to be returned, writing to Urban Ground several time and receiving no response.

I booked an Urban Ground apartment for about 5 months in Berlin. I had a decent time there and the booking itself was very simple and easy, so I give a star for that.

I got frustrated with Urban Ground while living there because they don't take responsibility when things in their apartments break. Part of our shower broke due to poor construction (it was no one's fault). Urban Ground expected whoever happened to be living there when it broke to foot the bill and fix it themselves. I found that pretty unfair since it was already in bad shape when I arrived.

I am also getting very frustrated with them because I moved out nearly 3 months ago and they still have my deposit. There was no damage to my space, which was documented when I moved out. But I still don't have my 1000 EUR. Especially during Corona times I could really use it, and they have no right to keep it since there was no damage or outstanding bills. Never before has a landlord taken this long to give my deposit back. When I e-mail them about this they say they will look into it, then just ignore me. I will update this when I get my deposit and I hope I don't have to resort to legal action.

Overall it is easy and simple to book with Urban Ground, but I don't find them very trustworthy. You may have to really push them to give you your deposit back or pay for repairs that are not your fault.

Update:
I have left the original review above.

I received my deposit back. However, Urban Ground deducted an 85€ cleaning charge that was NOT in my contract (I read every line of it again), and about which I was never informed until just now. What IS in my contract is that I must clean the room myself, which I did. The move-out protocol also notes that there were no problems with the cleanliness. I suspected this was not legal so I signed up for a free consult with a lawyer. She agreed: not legal.

I have contacted Urban Ground about this and I hope it was just a mistake. At the very least, though, they are careless with people's money. At most, they are trying to cheat people who they think won't do anything about it. It may be only 85€ but if they keep ignoring me I plan to pursue legal action anyway. I hope that might discourage them from being careless (or worse) in the future, and save some other people this headache.

Final edit:
They admitted the mistake and refunded the cleaning fee. I would have given a star back for that, but for some reason they felt the need to accuse me of trying to cheat them as they refunded my money. They claim the rooms are all professionally cleaned and they just "forgot" to put the fee in my contract... well, the dusty room full of beer bottles that I moved into begs to differ! I still don't know if they are shady or just disorganized, but they're blocked and I'm glad to be done with them.

Urbanground is not the best when it comes to communication. (Except when they try to sell you something)

No wonder, since they only have one person in their support "team".

They deducted an amount from my deposit when handing it back without any explanation. And now they are not answering as to why that is.

Not recommended

We recently relocated from London to Berlin and didn't know where to start looking until a friend recommended using Urban Ground. The flats are a little expensive but they are modern and come with everything you need such as internet.

I have been staying at one of theirs flats and here is my updated review about their service, also keeping my initial review so that you can see how it changed meanwhile.
Within 2 months, I contacted them twice about heating problem in my room and still there is not any permanent solution. Sometimes the heating turns off in the night and the room becomes very cold in the morning. I checked the other rooms and the heating panel, it seems like my room's set to automatic mode, which probably means it automatically tries to save some money while you're sleeping.
Also, the internet was 100 mbit download and 50 mbit upload, but for last 3 weeks the upload speed is usually around 1 mbit and it's shared by two floors. Also, there is no throttling mechanism so if one of the tenants starts playing a game or upload a large file, forget about doing anything online. We reported this problem very fast since the internet is very important for our jobs especially in the pandemic, but the operations manager tried to convince us that it is normal in Germany. Later, a technical support person diagnosed and confirmed the problem but there is still no solution on this after 3 weeks. And they do not reply email regarding this issue.

Initial review:
Thanks for fast response and helpful attitude. I moved to my new place in 2 days thanks to Urban Ground team. They were super helpful throughout the whole process. Also, the flat is decorated with brand-new furnitures and equipment.

Thanks for your fast response and follow up.
Actually I'd like to thank you especially for supporting me to move in on Saturday and 3rd October which the Germany was in public holiday.