Luxury Cabins

This place was absolutely not what I expected! Customer service was terrible! Rude, disrespectful, vulgar all you can think of. The only reason I decided to stay was so I would not lose my money because they were or willing to return my money. I showed up and they had sold my suite to soMeone else bc I didn’t arrive at 3pm when no where on the policy states if you don’t arrive by three the room will be cancelled! I have stayed at many places and traveled many times and never have I ever experienced this. I would never recommend this place. They search your room as your a criminal. There is no privacy with the bathroom and room nothing at all. The water is so dirty around the bedroom! They took my money never reimbursed me for the suite I originally paid for! Very disappointed and disgusted

The place is clean and peaceful and the staff was friendly and helpful.

The girl in the front desk was amazing. She was very knowledgeable and attentive to our every needs. She gave us alot of information of where to go and what to do so we could enjoy Bacalar. It was an amazing place, the property was great. We gad everything we needed there on grounds.

This was the worst hotel we have ever stayed at. My family and I travel very often but this has to be the worst experience we’ve had. The website made it seem that we would have a beautiful room with a direct access and a view of the lagoon but when we arrived, it was nothing of the sort. You have to cross the street to get to the lagoon and you can’t see it from the hotel. False advertisement! When we told the manager about this he said there was a “private club” with private access to the lagoon. It was about a 5 minute walk from the hotel to the “club” and it wasn’t a club at all. They had a few chairs and kayaks, and it’s next to someones house, not private at all. It really just seemed like a backyard, not a club at all. One of the beds had stained sheets and a fingernail, there were cob webs, and it wasn’t very clean overall. There is a sign asking you to turn the ac off when you’re not in the room but if you do that, it will feel like an oven when you come back. They provided us with one roll of toilet paper for four people. There were several windows with curtains that didn’t fit, they were far too small, we could see people outside which means they could see us. My daughter could see right into another room from the top bunk. No privacy. We didn’t eat at the restaurant because they had weird hours but I highly doubt it would’ve been worth it. There wasn’t much stuff, we were attended by one guy most of the time and he was fairly nice. Overall, we do not recommend this place. 0/10.