Polanco Harmony by Mr.W

Be careful. When we arrived, the oven had been left on and the smell of gas was dangerous. Their response was to just open a window. We reported it to Airbnb, and only then were we moved to another place. As we were leaving, another guest was leaving one of their other apartments because of a gas leak. The places aren’t maintained, and it’s dangerous to stay here. I’ve been trying for three days to speak with a manager, and no one has contacted me.

The kitchen setup was a problem: the faucet and coffee machine didn’t work, and there weren’t enough utensils for cooking. Staff also came into the apartment without telling me first. The place was much noisier than the luxury marketing suggested. I could hear conversations and phone pings at reception, along with the main water pump roaring outside my door. When I raised concerns, the corporate office was incredibly unhelpful and suggested I ask reception for earplugs. I had a bad experience, and there are much better options in my experience. Stay away!

On this visit, we arrived from the US and tried repeatedly to call at 7:00am to ask about checking in early, but nobody answered. At the property we were told check-in was at 3:00pm and that they'd contact us when the reservation was ready. Guests who arrived well after us got access first. The front desk said they were in a higher price category and they couldn't honor that for us. It was already past check-in time and our room still wasn't ready. Very disappointing. We won't return, and I wouldn't recommend the place to anyone. We'd had trouble with another location on an earlier visit too. There was nobody to check us in, the stairs felt unsafe with our heavy luggage, and my husband has knee problems. There was no elevator or reception, so we were basically on our own. It was also very hot, with no air conditioning. We left for somewhere else and asked for our money back, but never got a refund.

We were in town for a medical reason near Hospital Espanol, and our family was under a lot of stress. Chris, his team, and everyone in the building were incredibly helpful, and we felt at home during the couple of weeks we stayed. It didn't feel like an Airbnb or hotel. Mexico City has plenty of apartments for rent, with different levels of facilities once you arrive, but ULIV felt like a home. We couldn't recommend them more and would stay again. Thank you!