Heima Penthouse City Center

Location and service.

Nothing

At my request, the host provided recommendations for restaurants in the area. The one we selected was basic but the food was good. The keys were in a lockbox outside the apartment door. We were provided with the information prior to arrival. The space was the perfect size for 2 couples or a family with two children that are comfortable sharing a pull-out sofa. The main level is bright and very pleasant. We met Christina. She is lovely and tried her best to make the best of our issues on the first night offering a solution of another unit for our daughter. (translator ap if you don't speak Spanish is very helpful).

We arrived at night and it wasn't clear to the cab driver which was the building as it is not clearly numbered. When we got off the elevator on the 4th floor the lighting was not automatic. The switch is located on the wall on the right side when you get off the elevator. Additionally, it would have been good to know the following - the ceiling of the master is on an angle. Anyone tall needs to be cautious that they don't hit their heads especially in the middle of the night. I'm 5'6". The spiral staircase to that bedroom is also quite narrow. It would be very difficult to get upstairs with a large suitcase. When we arrived, the sofa bed, which we intended to use, was not functional. While attempting to open it, I noticed that the space was in need of proper cleaning. After trying many ways to reach the host, I finally got in contact with someone who sent over a person to help. It was not something that could be fixed at that hour and our daughter was put in another unit on a different floor. I wasn't fully comfortable with this option, but we had no choice and the other unit offered her a clean and comfortable place to sleep. The following day, in response to a message I received in my email, I attempted to reach the host to get an understanding of what was going to be the next steps. The team did not respond in a timely manner which caused unnecessary stress. When we arrived back around 3:30pm the person was still in the unit tidying up. Apparently, there were broken bolts from the sofa that prevented the sofa from opening fully to be used as a bed. The hosts should have offered a partial refund for the inconveniences on our first night as well as the stress caused by not knowing if we were going to have a place for our daughter as the other unit was rented and couldn't be used by us. Again, Christina was lovely and very apologetic.