Bolontiku Hotel Boutique — Hotel in San Andrés

The hotel is in a beautiful location with gorgeous rooms but suffers from serious service issues due to untrained staff. If they had marketed themselves as a three-star hotel I would have been totally ok with everything but a 5 star hotel comes with certain basic expectations. The staff doesn’t seem to understand basic customer service, and many don’t speak English, making it difficult for non-Spanish-speaking guests to communicate. I got the feeling the whole staff is new? Luckily being from Costa Rica, we do speak Spanish but it didn't help much as the menu translations were confusing—one dish described as “tagliatelle with shrimp” in English was listed as “seashell pasta with seafood” in Spanish. I confirmed with the waiter that it would be shrimp only due to my mussel allergy, but after a 40-minute wait, I was served seafood with mussels. The waiter didn't understand the mistake or the inconvenience of having to send back my meal and wait longer while my husband ate alone.||Room service was also disappointing: breakfast arrived cold and 45 minutes late, without cups for the tea. so they had to go back and forward for another 15 minutes wait (even though the restaurant is very close) Again, there was no apology or acknowledgment. On another night, multiple items we ordered weren’t even available. Every encounter with the staff felt indifferent as if they didn’t care about guest experience. When I ordered a whole grain sandwich and it arrived on white bread, the staff didn’t acknowledge the mistake or see any issue with it. I wouldn't have ordered it if I knew it was going to be white bread. The menu is more like a suggestion of what you might get.||I spoke to the managerJavier, who did give an apology but then did nothing to address our concerns. No fixes or goodwill were offered—something as simple as placing a flower from the garden with an apology note in our room, offering a complimentary cocktail, or a promise to improve. Instead, issues continued to pile up. At our last breakfast, we waited 30 minutes for a bowl of yogurt and eggs, despite only one other table being occupied. When I asked Javier to check with the kitchen, he didn’t apologize or say, “Let me get right on it.” During checkout, he simply handed over the bill without acknowledging our complaints, offering thanks, or wishing us safe travels. ||Even the boat staff seemed unhappy and unwelcoming as they never smile or greeted you. They left us at the dock with instructions to wait on the curb for a car to the airport, without telling us the car type or driver’s name, making us feel abandoned.The lack of training and hospitality left a negative mark on our stay, making it clear that proper customer service is missing here. This is supposed to be a 5 star hotel. They have a very long way to go. Very...

I never give a bad review but this property was so promising and some of the staff and the room along with room facilities were just so disappointing! First of all lets talk about the positives, you get picked up from Flores on a lovely boat that takes you across the bond to the hotel, as you get off the boat, they give you a drink, the check in area is near a bar and restaurant everything seems dreamy! Then you start to check in. the people at the check in desk photo copy your credit card along with your ID, they will have that on record forever now. I hope that's kept somewhere safe! Secondly I asked at checkin "where we can get our guide to pick us from to visit Tikal?" the front desk employees frowned and became hostile to say the least, they said: "you can use our guided tours" now their guided tour for one day costs close to $700 that's more than double than anyone else I spoke to charges. So I said I would rather use the guide I have, they said, well you have to find your own way as the travel agencies will not find this property! almost sounded like a joke. they were so hostile and rude from this point onwards it was almost comical. I told them that I am using a travel agency that was actually recommended by this hotel when I rang then up weeks ago, the woman at check in started to load the WhatsApp conversation and accessed me of lying. After that wonderful interaction, we went up to our room, they said if you need anything just call 0 as you need to be driven up to the room, it is on a steep hill in the jungle. When I got to the room, there was no phone or internet. I went back down to the unfriendly staff at checkin desk and they said your room doesn't come with a phone so just send us a whatspapp message, I explained that the room doesnt have internet, they said yes thats right you have a cheap room, cheap rooms dont come with a phone or internet, the room cieling was also stained and felt very old

Now I am not saying don't stay there but if you do make sure you get their best room, I didnt see that room because I was obviously too cheap to get a real room. Also make sure you pay for their guided tours otherwise you will border...

I tried my best to not have to write this review. The hotel itself is spectacular, and the staff are kind and helpful. The food is good, but not great. However, the hotel erroneously charged me for a room that was prepaid, and did not provide me a receipt. I have spent over 5 weeks with them trying to reverse the charge to my card.

They admitted their error the same day I noticed it, and told me it would be two days to reverse. Then they said sorry, it would take longer but they would keep in touch. Finally 3 weeks later they said I needed to provide my bank details, which I did. They told me only after 3 weeks that they couldn't reverse the charge on the card, but would have to send a wire transfer. Now I was going to have to incur a wire transfer fee, but I thought at least now the process will start moving.

Just over a week ago, the hotel told me that the CEO (seriously, the CEO??) would have to sign off on the reversal, which would happen by the end of the week. I waited until Wednesday of this week to ask for an update, and now they have ghosted me. I told them that if I didn't hear from them by the end of the day, I would have to assume that they had not received the approval by the CEO and would start the dispute process with the credit card company.

So, definitely confirm when you leave everything you will be charged. They did not provide me with a receipt, so I had no way of knowing that they had improperly charged my card. And then they strung me along for 5 weeks, which was a real pain and a big waste of time.

Edited to add: The hotel did finally wire me the money, less a pretty hefty wire transfer fee, but I am pleased that the hotel did the right...