I stayed here last year and really enjoyed my time. So much so that I booked the space again for myself and my partner while on business in Mexico City again. Unfortunately, this experience was completely different. Firstly the unit is getting a bit worn, bedding needs to be replaced and the little touches like fresh fruit and lots of teas etc are no longer there. More importantly, this time we weren't given any full set of keys to the apartment. Our flight arrived late at night so "Paola" sent us to the next door doorman to get the keys and check-in. I didn't realize we weren't given any key to the front door deadbolt (which also locks the inner courtyard door). Mid-way through our stay an expensive pair of glasses went missing, and we tried to contact "Paola", and "Daniel" who is listed as the other host, to see if it was possible someone was in the apartment, like a cleaner or something. After two days of silence from both of them, and no answer to their phone, we starting feeling really unsafe. We contacted AIRBNB support, and they also tried to reach the hosts, with no luck. It was only when AIRBNB offered to move us and we entered a request for a full refund of our stay, that we received any responses from the hosts. At that point they told us that they were traveling and the AIRBNB app wasn't working on either of their phones. They tried to have me contact them through another messenger app instead of AIRBNB, which I refused, and they also confirmed they knew from their cleaner that there was no deadbolt key provided to us at check-in (scary!). Finally because we were going to check out that next morning, "Daniel" (no "Paola") came to the apartment to discuss what was happening, was very apologetic and agreed to refund our total stay. He also agreed that the lock to the apartment was actually broken (so they didn't bother giving us the key) and agreed he needs to repair it before placing more guests in the unit. However after we left Mexico, he reneged on that agreement and told AIRBNB he only agreed to give us only a partial refund (not even equal to 2 nights stay, and we were there for 5). We went through the appropriate AIRBNB channels of course and received a full refund as well as reimbursement for the glasses.
I don't understand what happened to this place, it used to be lovely, but I sure won't be booking it again.