Lotus Boutique Hotel & Wellness Center — Hotel in Isla Mujeres

TLDR: this hotel is the worst hotel I’ve ever stayed in and I wouldn’t wish it on my worst enemy. If you want to feel safe and recharge in peace this hotel is NOT for you.

My cousin and I planned a mom’s week away, with four days booked at the Lotus to explore Isla before heading to a luxury hotel outside of Cancun.

Based on the reviews on Google and Trip Advisor, the photos on the website, along with the fact that the price point was equal to that of the nice hotels in Cancun, we were excited to be spoiled at this hotel. Unfortunately, this is an internet vs reality situation. So run!!!

If you’re reading this, you were probably considering the hotel for the same reasons we did and I’d like to mention the following things to dissuade you: ⁃ The hotel is very old and tired and has been cheaply appointed. The bottoms of my feet were black from walking around our room for only 30 minutes. I would compare it to a run down motel. Tiny, old, dingy bathroom that you can hardly move around in. Nasty old rugs bedding and furniture. I felt gross in it. See video. ⁃ If you don’t like the smell of incense (strong perfume smell) do not stay here. They flood the rooms with it so cover up the damp old smell ⁃ You could open the door from the outside with a credit card (think old movies). Yes, I actually did this. I’ve included a video. ⁃ The people that work here are all generally nice (especially Ulysses he was the best part of the hotel and only great things to say about how professional he is!) but you can tell that there is no manager onsite because it’s pretty hard to get peoples attention. Lots of playing on their phones and grew annoyed with us for wanting to order food/ drinks after the first day. This was surprising since we were tipping 20% which I later learned is much more than most. ⁃ The North beach area is lovely, but I would compare it to Panama City Beach in that the beach, sand and water, are beautiful, but it’s too crowded to enjoy it. ⁃ Music from neighboring bars played loudly into the night, past midnight making it impossible to sleep. ⁃ The “manager” on duty, a young woman, was the worst customer service person I’ve ever encountered in this role. Our booking apparently got modified (an error we admittedly should have noticed on the check-in sheet) but when she asked when we were leaving Sunday night and we acted surprised/ confused since we didn’t intend to leave until Wednesday she proceeded to blame us for modifying it ourselves (we did not) and when we told her we were confused because we planned to stay two more nights, she demanded we pay immediately but couldn’t seem to explain to us what the problem was. It all seems very simple reading it here but it was the most confusing crazy thing experiencing it in person. ⁃ Not convinced yet? Well how about we checked out at 7:30 PM Monday night after only 2 days because after showering we noticed A CAMERA POINTING INTO THE UNCOVERED SHOWER WINDOW! I am attaching photos of the security camera pointing in and the photo management sent us of the view from the security camera which made us feel even more unsafe where you can clearly see INTO THE BATHROOM. Perhaps there was no ill intent with the cameras, but the lack of covering on the window and zero accountability from the manager “Alex” who we spoke to on the phone as we were leaving came only with his dismissal of our concerns and his patriarchal attitude that we were silly little girls. ⁃ We asked for a refund for the night we checked out and did not receive it. Ulysses was able to refund us for the following night, which furthers how he is the only bright light at this hotel. He will go onto do great things…he’s too good for this place.

I could go on with many more examples, but please just don’t stay here. Let this horrible hotel go out of business and don’t waste your precious time...

If you’re looking for the perfect blend of relaxation, amazing service, and a vibrant atmosphere in Isla Mujeres, look no further than Lotus Hotel and Guru Beach Club. Nestled on the beautiful shores of Isla Mujeres, this hidden gem is where luxury meets laid-back island vibes. From the first moment you step onto the property, you'll be greeted by a stunning mix of modern design and tropical beauty, and what truly elevates this experience is the exceptional staff who make every guest feel like family. The Lotus Hotel offers a serene and intimate escape, with beautifully designed rooms that balance modern comfort and island charm. Each room is thoughtfully appointed, with plush beds, spacious bathrooms, and private terraces that open up to lush tropical water views. The hotel itself is peaceful, allowing for total relaxation while also being conveniently close to the main attractions of Hidalgo Street. The ambiance is calm, with an elegant yet comfortable design. The pool area is an inviting space to lounge and cool off in between beach outings, and the lush greenery surrounding the hotel gives it an almost private, boutique feel. The minimalist aesthetic combined with the sounds of the ocean makes it feel like you’re truly immersed in paradise. Guru Beach Club is the perfect complement to Lotus Hotel. Located just steps from the hotel, this vibrant beach club is the ideal place to unwind, sip on refreshing cocktails, and enjoy the picturesque beach of Isla Mujeres. The sand is soft, the water is crystal-clear, and the vibe is chill but lively enough to keep you entertained. Whether you're lounging in one of the comfy cabanas or swimming in the warm Caribbean waters, the beach club is a slice of heaven. The menu offers a delightful selection of fresh seafood, delicious cocktails, and light bites that are perfect for a day on the beach. The staff is incredibly attentive, always ensuring you have what you need without being intrusive. The music and atmosphere are the perfect backdrop for enjoying the perfect island day. What truly sets Lotus Hotel and Guru Beach Club apart, however, is the staff. Their exceptional service made our stay so memorable that we were genuinely sad to leave. From the moment we arrived, we felt welcomed like family. Alex, Juan, Camila, Cami, Leo, and Mauro at Guru Beach Club truly went above and beyond. Whether they were delivering drinks on the beach, pool, or beds, offering great recommendations, or just sharing a laugh, they made us feel like we were the only guests there. Their warmth and attentiveness created an unforgettable experience, and they were always ready to make sure we had a great time. Martha and Karen at Lotus Hotel were equally incredible. Their professionalism, combined with a personal touch, made us feel completely at home. From early morning coffee to late-night conversations upon returning from dinner, they were there to help with anything we needed. It’s rare to find such a dedicated and friendly team who genuinely care about creating a wonderful stay for their guests. It’s not just the stunning location and top-notch amenities that make this place special; it’s the people. The staff members at both the hotel and the beach club create an atmosphere where you can truly relax and let go of your worries, knowing that everything is taken care of. Whether it’s offering advice on where to go, arranging excursions, or simply chatting about life, their genuine care for the guests is what makes this place feel like home away. Thank you, Alex, Juan, Camila, Cami, Leo, Mauro, Martha, and Karen, for making our stay unforgettable. We can’t wait to come back and experience the magic all over again!

Robert and...

I felt unsafe here and left early at 7pm the third night after discovering a security CAMERA pointing into the SHOWER from the outside corridor. Management Alex refused to refund the night stating we did not have any concrete complaint he could use to justify it. Well, here you go… see attached pictures.

It really was a bizarre experience. We were quoted $795 a night, and I received a confirmation that I paid the first night up front for a 4 night stay. On check in we did not notice that the booking number did not match and the charge in pesos did not make sense (us $1549). The second night a different staff confronted us on entering the lobby and asked when we were leaving in the morning. We said no we’re staying two more nights and she got mean and demanding. I got the something-is-not-right-here feeling as she insisted we had changed the booking to two nights (this also doesn’t make sense with $795 +$1549…three nights). I have since dug through my credit card history and the original $795 never posted)

I showed her the confirmation for 4 nights, she said yes that’s it but insisted it was two. I now realize the confirmation number does not match what they had us sign on check in, so someone went in and created an entirely new booking for two nights for us. She did not want us to step away to discuss and look for records. This is the first time I felt unsafe. In the end we decided to continue our stay one night (as she demanded a credit card) and decide the next day whether we would leave early. That next day in the morning we extended for the fourth night.

The next evening (heading into third night) we were getting ready for dinner and discovered there was a camera pointing directly at the spot you stand in the shower. It tipped that unsafe feeling over to full I-am-being-live-streamed-in-the-shower and we immediately packed up to leave. We came out and as kindly as possible (calm voices, statements of not assuming the assistant manager we talked to was to blame) we stated why we were leaving the hotel and Isla at 7pm and asked for a refund for our last two nights. The fourth night was refunded by the assistant manager, who was visibly mortified about the camera. He said he didn’t have authority to refund the charge for that same night. He got the manager on the phone, who said among several things that the window was like a mirror and couldn’t see us, asked me to go into a back room to look at the security feed (no…I’m not going out of public when I don’t feel safe) and that our fear was irrational. We left.

I filled out a formal complaint form, and we were offered a resort credit. I said no I want a refund, I won’t be returning to a place where I was being filmed in the shower. I asked for visual evidence that the camera couldn’t see into the shower. I was sent a screenshot that shows you CAN clearly see into the shower.

I still do not know what to make of this experience but I’m sure that something is not right at Lotus in April 2024.

Lotus, this is not irrational. I could be contesting the charge for the first two nights of our stay because we were not provided privacy and safety and am considering that.

I have not to this point received an authentic apology or explanation for surveillance in the shower. Please respond to this post with images documenting that this camera is no longer showing a view directly into the place someone stands...