The staff were super friendly and attentive before we even arrived (helping organise an airport taxi), but particularly the guys by the pool bar who welcomed us, kept the drinks topped up and helped with kayaks. The hotel uses whatsapp for service which is a great idea and made ordering taxis/having items delivered to the room super easy. One of our evening meals had a side slow to arrive one night and we were gifted a free desert as a surprise which was lovely and more than made up for it! Breakfast was lovely and we enjoyed having this brought to our balcony. The view from the room of the lagoon was incredible and the room itself was amazing too, comfy bed, huge bath with view. Location wise it is only a quick and cheap cab from Bacalar center and it has private access into the lagoon. We felt spoilt whilst staying here - a great place to spend some of our honeymoon!

No complaints.

Location although out of town was stunning, on the lake & not too far to access if we wanted to visit. Quiet & not overly touristy which was exactly what we wanted!! Design of hotel, rooms & amenities were superb just as was size of room, comfort & cleanliness. All staff were extremely friendly & very eager to please at all times. Stand out staff at hotel were Salvador, Alessandro, Nancy, Isabel & Jesus at front desk. Would definitely return if we had the opportunity & highly recommend if you’re not on a budget as we enjoyed our 2 night stay & only sorry we could not stay longer. View from room, bar & pool area were heavenly!

Menu choice at bar was good although food was very average. Gluten Free is noted when booking as available however no GF bread was available either morning during our stay & a hotel of this level not offering GF options for breakfast like toast was very disappointing when it’s not a big inconvenience to store & provide. Although bedding in room was comfortable didn’t like the pillows but that’s just a personal preference as I’m sure it’s hard to meet every guest’s requirements.

The view from the rooms were amazing! I think every room has a view of the lagoon. Walking into the room after a long day and seeing the lagoon is a highlight. I am very thankful to the staff who were so attentive and welcoming, especially Jaer and Edgar! Jaer was amazing from the second I arrived. I also enjoyed the food, and the location was amazing.

The cleaning could be better. No one wants to feel like someone was in the room previously even if they were. Unfortunately socks from a previous customer was left, there were stains on the floor especially the toilet, and it seems this was missed. I also think more things should be available for what customers have to pay. For example, being picked up from the airport, breakfast, or even a possible shuttle to the centre.

The property is breathtaking. Views all over the hotel are amazing and the direct access to the lake is a dream. The cocktails were excellent and the room was beautiful with a view like no other!

A few things could be improved…. The property is a little further out, whilst this isn’t a huge deal as taxis are very easy and cheap, we appreciated other hotels offering bike rental as a complementary service. We ate breakfast, lunch and dinner at the property and weren’t wowed by food. Likewise, coffee at the restaurant wasn’t great but you had to purchase coffee for the room after the first night stay. With these improvements, this would be the perfect stay. Nevertheless, these things wouldn’t stop us from returning to this magical place.

Beautiful location. Attentive staff. Luxurious design. Good food. Generous portions.

Only bottled water available. Would be great if there was a filtered water tap or a refillable water station

Amazing very small hotel, don’t expect a big hotel with lots of amenities. It is small and quite but has everything you need. A beautiful ponton and terrace to enjoy the voew, a swim or kayak on the laguna, a very friendly bar and restaurant staff, beautiful rooms, and amazing food The location is great if you have a car, a bit far from the center if you are walking

We had a private pool room but we couldn’t use our private pool because the water is cold and the filtering was not activated. They seemed to have a pool issue overall with the main pool too. The rooms on the first level are noisy, we hear the staff in the morning. The staff from the lobby are not very nice and not very helpful, which is a big contrast to the great staff of the restaurant and pool area

Our room was so beautiful, exactly as pictured. Bar and restaurant start are phenomenal, always working hard and remember your drink orders from the day before! Food was exceptional, best ceviche we had all holiday. Reception staff did assist with finding external facilities for us to use.

We were put in the room closest to reception, could get very loud early in the morning. We thought this place was perfect, couldn't fault it however better communication about costs and fees for facilities used would have been appreciated. A little hiccup at the end of our stay left a sour taste in our mouth.

Room was beautiful, book one with a lagoon view if you can. The receptionist Melissa was really friendly, got us checked in quickly and helped us arrange a taxi when we left. Kayaks are readily available for you to use on the lake which was great.

Location was next to a busy road, we couldn’t hear this from our room but you could hear it when trying to relax around the pool which was a shame if you’re hoping for something a bit more tranquil. Food in the restaurant was ok but others seemed to rave about it so may just be us, we had much nicer during our stay in Mexico

I had an amazing time at this property! The rooms were spacious and provided a great view of the lagoon. The balcony was amazing with a private pool and hammock. I enjoyed the restaurant and sun beds as well. The location of the hotel is great and very close to the town. The hotel staff was so kind and they helped us call taxi's to and from the property when we would head to town. They went above and beyond to ensure we had a great time. I will definitely be back and recommend to anyone going to Bacalar!

One of the best hotels I’ve stayed in, impeccable customer service from the hospitality team especially the hospitality manager he was great!! Beautiful room, clean with great aircon Location was 5 mins drive from the centre & front desk would always help call a taxi Lovely food and beautiful drinks made by staff at the pool My favourite stay in Mexico

Nothing!