Ka'ana Resort

The staff were truly the heart of our stay. They went out of their way to arrange a private candlelit birthday dinner for my husband and even found a ribeye that wasn't on the menu. Service all the way through, including a personalized breakfast, was warm and memorable. The grounds are beautiful and the restaurant is excellent. We had hoped for the kind of jungle connection we experienced at Black Rock Lodge, but with a more upscale feel. Ka’ana Resort's convenient location near the main road didn't feel secluded, and road noise plus a steady nighttime buzzing made it hard to sleep. The glass bathroom door didn't help, and on our first night the bed was broken, which was disappointing at this price. Ka’ana shines in hospitality and dining, but the location and room experience may disappoint travelers looking for a true jungle escape. Pairing that great service with deeper jungle immersion would make it something special.

The staff were friendly, and Ethan helped arrange a pickup with our tour group the next day, so we didn't need to take a taxi. Still, I probably wouldn't come back. The website presented the resort as very luxurious, but in person it felt lackluster. The pool was small, unheated, and surprisingly cold even in the heat because it sat hidden among trees. The restaurant was very expensive, and I found the food a little bland, especially the $35 fish. My husband liked his meal, but I was underwhelmed. Our room was okay, though the queen bed felt cramped even with enough space for a larger one.

Please be careful booking online. I reserved five nights and was charged the full amount immediately. The prices in the confirmation email were higher than the ones shown on the website. I emailed the hotel less than ten minutes after booking, but they wouldn't correct the price, cancel the reservation, or refund me. I asked several times over the weekend, offered to pay a cancellation fee, and pointed out that this was peak season and they could easily rebook the room. They flatly refused. I'm out thousands of dollars, and the experience left such a bad taste that I cancelled the whole trip and won't take my family there. Thanks to the resort for responding below. I appreciate it. They only mentioned a possible 50% refund after I posted this review, as something they were considering. I still haven't received confirmation or an actual offer to refund me. If I hear back and they do refund 50%, I'll update the review.

We will remember our time at Ka'ana forever. It's a perfect place for experiencing Maya sites and culture, and the hotel staff were exceptionally friendly and helpful. Everything about the stay was perfect, a word I almost never use.