Klára N.
Our clients arrived at about 19:00, within check-in hours, to a Luxury Penthouse booked directly through Mistiq. The apartment was in awful shape: a filthy sofa and chairs, missing lamps, dead flies on the doors, and room decorations that didn’t match the photos. There was no staff on site. My assistant contacted the concierge right away, and because of the time difference I reached the reservations team at 3 AM. They didn’t reply until 13:00, apologizing and saying they could send a cleaning team then. Our clients had already left immediately after seeing the condition, and I told the team that. They said they would look into it, so I expected a full refund. They promptly returned the cleaning and safety deposit, but nothing more. After three days, I asked about the refund and was told they never do refunds. I went to the office. The reservations employee laughed at me, said I could do whatever I wanted, including contact the police or write a bad review, and refused to do anything. She blamed us for leaving instead of waiting for cleaning, even though nobody had told us anything until 13:00 the next day. She then called someone she described as a manager. He sent me out of the office and said leaving was our fault, that this was normal in Mexico, and that he had personally offered cleaning right after check-in. I later learned he wasn’t even there, so that was a complete lie. The staff lied and laughed in my face. It seems nobody gets a refund because if something goes wrong at Mistiq, they make you the problem. As an “act of good will,” they returned 150 Usd out of almost 800 Usd, then stopped responding. I can’t recommend staying at Mistiq now or in the future. It used to have good service, but clearly doesn’t anymore.
