Casa Ak’ab’al Bacalar

It has an amazing view of the lagoon. Very nice hotel. It exceded my expectations. I wish the restaurant had a more food options and the opening hours were more convinient. Each time we went it was closed.

The restaurant opening hours are inconvenient. Also, no soap in the room

Location has fantastic potential. Pool is open all the time.

Worst experience we had in years and we travelled the world, seen and been all over. After booking 3 nights we left the next morning, losing our money (not refundable for good reasons). Nobody even asked why! No apologies. The place is "family run" which loosely translates to understaffed and unprofessional. It takes ages to get anybody's attention. They don't care. Reception is effectively a crèche full of toys on the floor and ladies sitting and chatting while we wait for service. The TV remote in the bar is in the hands of half-deaf guests occupying couches in turns (so nobody gets to ever take this precious spot) and it's impossible to relax. What's the point of coming to this place if all you do is listen to somebody else's poor choice of music? The next morning the guest just brought their own speaker and played their music by the water, so everybody in miles radius could "enjoy it". We came in the evening, and the restaurant was already closed a few minutes before, we were told. OK, unlucky. We asked for drinks, it took an hour to get any. We asked for wine and the main guy, apparently the only person capable of serving customers, sold us the bottle of the most expensive one they had (we learned the next day when leaving early after a breakfast in the restaurant, which was a joke). During our unfortunate short and abrupt stay, I wrote many messages to the WhatsApp number given to me at the start, as well as via Booking.com chat - I got zero responses, no acknowledgements, nothing. I rang the phone too, but there is only one person to do it all, it seems, so you wait, and wait, and wait.. I skip the rest of dissapoint details because going back to this already suppressed memory is painful. We spent three weeks in Mexico, stayed in many places. I don't think my expectations were unreasonable. Basic communication, hospitality, attention.

The rooms a nice and it has access to the lake.

The property has quite some stairs to get to the rooms and lake, so If you’re an older person or a family with small kids it could be challenging. The service is great however they lack people to help hence breakfast is served only at 9am and wait time is long and you could also say the same for lunch and dinner and expect a decent meal nothing out of the ordinary. Now the fact that it is quite far away from the city center makes it complicated to go out for breakfast and dinner so at least they should improve on this.

Friendly host who offered us a free upgrade as a bigger room was available. The location was great, right on the lake. Lovely views and seating areas with the use of paddle boards and kayaks! Enjoyed an evening swim in the pool which isn’t always possible in some hotels.

Dinner is only served until 7pm and food was nothing special. There was no service at the bar. It lacked warmth (atmosphere) for us and electricity shut off during the night. Bear in mind we only stayed for one night though.

The breakfast and services were excellent. The owners provided best services and helped us in every way.

Hotel is really good but you have to drive through off paved road for about 1km.

The hotel itself is beautiful, by the lagoon, the pier is inspiring and you relax there, take some great pictures and swim in the lagoon. The room is modern and comfortable. The nature in the place is beautiful. Paola tries her best to help the visitors, but it is not possible to accomplish all the requests.

There were a couple of things we did not like, the internet was down most of the time, we could not watch tv most of the time, the pool was closed on a Saturday, the bar by the lagoon was never open, the air conditioning in the room was dripping (it was fixed afterwards). We asked to talk to the manager who did not show up until we had to go the reception in order to talk to him. On the other hand, the road to get to the place is really bumpy and the cabs complaint about it which makes it very expensive to take transportation.

The hotel's location is great, the view of the lagoon is beautiful. The cabins are fairly new and the staff is very helpful and friendly.

The hotel is far away from everything else. There is a pretty long dirt road in order to get to the hotel. The hotel is short staffed. The WiFi was terrible. Need a car/taxi to get in and out.