Caravansaro Penthouse Polanco

The location was good

The pillows, the mattresses, and the laminated floor were damaged. The microwave oven doesn't work right. The kitchen is outdated, and it is not clean and tidy. Other guests used the kitchen and left it dirty.

I stayed there due to a family emergency and when I booked it didn’t say this was a house or airbnb- I thought I was reserving a hotel. It was very sneaky the way this place was advertised. I won’t trust booking.com again.

I tried to contact the place by phone and email and they never got back. Honestly, on the day I arrived I was scared I got scammed by booking.com and this place. They made me wait like 20 minutes when it was my checking time to let me in and I regretted so much to have paid to stay there. Due to a family emergency I had no time to change my reservation.

The apartment we stayed in (which wasn't this one - read below) was clean, and the staff member was friendly. The kitchen was well-equipped. There was good internet. The location was good.

When we arrived at this property, we waited outside for 20 minutes and were then told that the room we had booked had been double-booked. We were offered a room in another apartment owned by the same people, 20 minutes walk away. We were tired and it was late and dark, and we didn't want to go. After a phone call made by the staff member, we were offered a room in another apartment also owned by the same people, just around the corner. As mentioned above, this other apartment was clean and all fine, and the staff member there was friendly. However, we were unhappy at being asked to move at the last minute, without being told anything in advance.