Kaalpul Atitlan Eco Hotel and Spa — Hotel in Sololá

Avoid at All Costs – A Nightmare Experience at Atitlan Oasis Eco Hotel & Spa Kaapul||||I booked a stay at Atitlan Oasis Eco Hotel & Spa Kaapul for December 30th to January 1st, expecting a relaxing and memorable New Year’s celebration. The hotel was listed as available across multiple booking platforms, and I reserved their “Design Room,” anticipating a great experience. However, what followed was an absolute nightmare.||||At 2:00 a.m. on our check-in day, the hotel contacted me via WhatsApp to inform me they were canceling our reservation. Yes, you read that right—2:00 in the morning. Thankfully, I was awake to see the message. I immediately told them this was unacceptable and explained the impossibility of finding alternate accommodations during peak New Year’s season. Instead of offering any solutions, they coldly responded with, “Sorry, I can’t do anything. Please don’t come to the hotel because there won’t be a room for you. Ask Expedia for a refund.”||||I was in complete shock. Their lack of responsibility or care was appalling. I asked the hotel to help find alternative accommodations since they were canceling at the last minute, but they simply refused, claiming it wasn’t their problem. So there I was, at 3 a.m., scrambling to contact Expedia, on hold for hours, trying to get my refund and find another hotel in the middle of peak season—all because this hotel failed to honor its commitment.||||To make matters worse, the hotel had the audacity to tell me I should have called them after booking to confirm availability. Excuse me? Isn’t it the hotel’s job to ensure their online inventory is accurate? Customers shouldn’t have to double-check that a confirmed booking is valid—that’s basic operational competence, something this hotel clearly lacks.||||This experience ruined my New Year’s celebration. I was left with no hotel, no sleep, and an immense amount of stress all due to this hotel’s incompetence and complete disregard for its customers.||||If you value reliability, professionalism, or even basic human decency, stay far away from Atitlan Oasis Eco Hotel & Spa Kaapul. They don’t deserve...

Avoid at All Costs – A Nightmare Experience at Atitlan Oasis Eco Hotel & Spa Kaapul

I booked a stay at Atitlan Oasis Eco Hotel & Spa Kaapul for December 30th to January 1st, expecting a relaxing and memorable New Year’s celebration. The hotel was listed as available across multiple booking platforms, and I reserved their “Design Room,” anticipating a great experience. However, what followed was an absolute nightmare.

At 2:00 a.m. on our check-in day, the hotel contacted me via WhatsApp to inform me they were canceling our reservation. Yes, you read that right—2:00 in the morning. Thankfully, I was awake to see the message. I immediately told them this was unacceptable and explained the impossibility of finding alternate accommodations during peak New Year’s season. Instead of offering any solutions, they coldly responded with, “Sorry, I can’t do anything. Please don’t come to the hotel because there won’t be a room for you. Ask Expedia for a refund.”

I was in complete shock. Their lack of responsibility or care was appalling. I asked the hotel to help find alternative accommodations since they were canceling at the last minute, but they simply refused, claiming it wasn’t their problem. So there I was, at 3 a.m., scrambling to contact Expedia, on hold for hours, trying to get my refund and find another hotel in the middle of peak season—all because this hotel failed to honor its commitment.

To make matters worse, the hotel had the audacity to tell me I should have called them after booking to confirm availability. Excuse me? Isn’t it the hotel’s job to ensure their online inventory is accurate? Customers shouldn’t have to double-check that a confirmed booking is valid—that’s basic operational competence, something this hotel clearly lacks.

This experience ruined my New Year’s celebration. I was left with no hotel, no sleep, and an immense amount of stress all due to this hotel’s incompetence and complete disregard for its customers.

If you value reliability, professionalism, or even basic human decency, stay far away from Atitlan Oasis Eco Hotel & Spa Kaapul. They don’t deserve...

We booked the panoramic room originally and wanted to enjoy the lake view to the fullest. The room looked gorgeous from the appearance, but when I set foot in, I felt the floor not clean as you can feel you stepped on stuff. The bench was a little dusty as well. These all shouted poor maintenance and was proved by the later incident. Shortly after we settled in, it started pouring and the roof started leaking onto our bed, and other places in the room. The staff acted quickly and moved us to the Maya room.

The Maya room was surely a downgrade. It was much smaller, and you have to hike very steep steps up to get to it. It will also be way harder for you to access the lake. I can’t say it’s clean either since I also feel stuff on my bare feet when I walk around. The ceiling lamps trapped dead bugs in it, it was pretty gross so I did not take any pictures. I was surprised that we were not offered with any compensation on this inconvenience that’s caused by their poor maintenance.

Only the bar manager Alexis speaks English and it was limited. It’s not until the very end of our stay that we learnt the main staff names are Alexis and Jose, which was given by the other customers. I think due to language barrier, a lot of information was omitted and lack of context. The boat situation was pretty complicated since this hotel is very isolated and can’t be reached directly. But all these details were explained to us by the English and Spanish speaking customers that also stayed in this hotel.

The only highlight of this hotel is there is a cat named Diana and 2 dogs named Gina and Gucci, they are adorable and also very friendly. We had a lot of fun interactions with them. Jose is also very sweet and accommodating. This countered some unpleasant experience...