Guadalupe and Marco were very helpful and pretty fast at responding and resolving issues we were having. We were told the previous tenant made a huge mess of the apartment and broke a wall and they left the day we came for check-in. We did know this until we checked-in that night. Would have appreciate being told as soon as possible as we were taken to another unit that looked nothing like the pictures. It was quieter but had a way slower wifi speed than we were told which is a dealbreaker for us since we work remotely.
We ended up moving to the correct unit a few days after check in. Unfortunately, we had multiple things that went wrong or needed maintenance during our stay in the new unit (internet, power completely turning off, fuse blowing even after 1 heater was on, clogged sink and toliet handle broken (which was broken when we checked in). I think some of the issues may have been a one-off case as the previous tenant may have been responsible for the broken toliet handle. The hosts also seemed surprised when we told them about the internet and power issues. This is something to be expected in Tulum but not Mexico City, haha!
Eventually everything did get fixed and we really loved the unit, its large, has a nice layout and there are a lot of windows so its nice and bright during the day. We also loved the fast wifi (~100mbps) and the location! There is a really nice coworking cafe just below the apartment that has delicious food and even faster wifi, free for customers! Loved the Juarez/Roma neighbourhood we were in, very safe and we also felt safe in the apartment. Overall, I would recommend this place and I think the hosts made up for the apartment condition after the previous tenant with their speedy responses, and frequent check ins to make sure we had everything we needed! Thanks, Guadalupe and Marco, we appreciate all your help!!