I visited CDMX with 5 friends for my birthday in Nov 2021 and selected what I thought would be the perfect apartment in a great location. The apartment that we ended up staying in (also hosted by Mr. W) is listed as Garden House in Roma Norte and it was immaculate, clean, secure, comfortable, extremely equipped and in an excellent location; however, it was not the original apartment that was booked (originally booked Exceptional Design PH).
Comfort is extremely important to me when traveling; therefore, I originally booked a 3 bedroom penthouse apartment with 2.5 bathrooms to ensure that everyone had a bed to sleep in (not a sofa bed) and that we would be plenty of space to spread out over our 4-night stay. Three days before arriving in CDMX, I received a message from the host that the building no longer allowed AirBnB's to operate due to complaints and that we would need to select another option. I was disappointed, but glad that Mr. W offered 2 additional accommodations, especially given that the Formula 1 race was occurring the same weekend in CDMX and quality accommodation options were limited. The 2 options provided were Garden House in Roma Norte (listed to accommodate 4 guests) or Casa Uma in Lomas de Chapultapec. I quickly convened with the group to select an alternate option and we opted for 3 suites at Casa Uma, which was described as a boutique hotel and seemed most comparable to what we originally booked, although it did not offer a private common space for our group to convene. Then, at 10pm the night before arrival, the host messaged me stating there was a mix-up with Casa Uma and it was no longer available - only Garden House was available at this point. Extremely frustrated and with 5 friends traveling from the USA for the weekend, I requested that the host add 2 twin beds so that everyone would have a place to sleep and to make the apartment as comparable to what we originally booked as possible. Fortunately, I was able to view the apartment prior to accepting the offer. In the end, the Mr. W team went above and beyond to accommodate my request and offered a partial refund for the hassle in addition to stocking the fridge with beverages and perishable snacks. During our stay, the master bathroom had a clogged drain which I messaged about and it was repaired within a few hours.
It was a very stressful experience with several last minute changes, but it worked out well in the end and everyone loved the apartment.