Carolina Bacalar — Hotel in Bacalar

The most ridiculous hotel experience. We show up Fromt desk agent takes credit card driving all day anxious about showering and relaxing. Juan takes payment we go to room no power no running water. I go back to front desk Juan said " it'll be on in about an hour. I wasa little taken back that he KNEW took payment and not a word the hotel was without water and electricity. Still day time we finish taking luggage to room. We were hungry Juan suggested their hotel restaurant i asked" does restaurant have power"? He said " , yes si si" so we went. As expected no water no electricity limited to premade items. We had guacamole and chips. Waiting we sat for awhile to kill time went to check room to see if power or water on , still nothing and still daylight. So we deiced ( very hot and humid) to go walk around other places had power and to kill more time and stay awake drove from Merida. Few hours later NOW DARK we asked JUAN again "is it on yet" he said " no" our room had no lights so we had to use our cells phones to grab our luggage to find another hotel and we did. Juan called manager no joke he said when waited patiently " i can refund you one night " literally while no electricity and no running water and we cant even use our room oh wait we did we put our bags down. So the room is dark at this point and we had use our cell phones to walk around room to grab luggage left down the way. Hotel STILL has not refunded hotel stay. When we left at dark time still no running water or electricity. It's actually hysterical they take payment on batrery operated machine, THEY HAD FULL KNOWLEDGE THE HOTEL had no water or power , they have full opportunity with booking.com to cooperate due to hotel collects payment and literally runs card and never tells us until we go to room put bags down and realize there is no water or power and then we go to front desk and Juan said " si yes, it is out for about an hour will be back on in about an hour". Several hours later we left at DARK time still no water or power. They don't care they think all guest our out to get free rooms or discounts, and sad that they feel they need to deceive and...

This hotel is fraudulent - do not share your credit card details with them!

Please be careful booking here. I tried to book online using my credit card, but did not receive a confirmation e mail or text so assumed the booking had not gone through.

In the week before the planned stay, I called, e mailed and used the 'contact us' message service on the website but still received no reply, so had to book elsewhere. The hotel then contacted me on the day we had planned to arrive, via whatsapp, asking what time we would arrive!

I explained the issue but the hotel would not accept any responsibility for the fault of not sending a confirmation of booking by e mail or text. They then charged my credit card for one nights accommodation.

I asked the hotel to refund both via whatsapp and also in person, going to speak with the manager who was extremely unhelpful. The conversation ended with my child crying and was very unpleasant indeed.

We insisted the manager speak to his boss, who then agreed to refund us. I have a signed letter from the hotel manager agreeing to refund us, yet the hotel have now been lying to us since April - telling us they don't know how to refund to a credit card, asking again and again for more and more information about my bank accounts (which I have obliged, wasting yet more of my time), then telling us they have refunded to a different card when nothing has been received.

It is totally insulting and I am disgusted by this treatment. The amount of lies I have documented on letters and whatsapp is just absurd and clearly this hotel is fraudulent. Do not share any of your card details with...

I can’t recommend this hotel enough! The property was beautiful and well maintained. It had everything we needed to make our stay in Bacalar not only memorable but also easy. I can’t speak highly enough about the staff, the were all so helpful and accommodating.

The room was clean and all the essentials were provided; coffee, hairdryer, towels, toiletries. Some rooms had a refrigerator but ours did not. If that is something important to you I would confirm before booking. The room we booked was a king bed with lagoon view on the ground floor. Bed was extremely comfortable and the view from the porch with the hammock was really nice!

The hotel has a really cute lagoon front outdoor bar/restaurant, complete with swings at the bar, that is perfect for snacks, lunch or just drinks. There’s also a dock with a covered seating area which is perfect for winding down at the end of the day. Most days we also enjoyed brunch at the hotel which has an upstairs open air seating area above the lobby. The menu has a good variety between breakfast and lunch options.

The hotel provides kayaks and paddle boards free of charge which is convenient and great for exploring the lagoon.

The location of the hotel is only about a 10-15lbs walk from the center on town. The front desk staff was always willing to call us a taxi which we took on many occasions but also walked a great deal to and from the center. I would recommend renting a car for your stay to access nearby attractions (Los Rapidos, Cenote Azul, Kohunlich, etc.) Parking is readily available in front of the hotel for guests.

Don’t hesitate if you’re considering staying at...