Bacalar inn

We had a great, peaceful time glamping, especially lounging by the pool and in the hammocks. The bathrooms and showers were spotless, there's a kitchen for making your own meals, and the Wi-Fi worked well. Jairo was very attentive. It's a lovely way to relax and enjoy Bacalar. Having a car makes the location convenient; without one, it's accessible but a little out of the way.

The place has potential and a natural feel, but it was neglected enough that I wouldn't stay again. The biggest problem was cleaning. In our seven days, the room was never cleaned, even after I asked Jairo. He actually asked what I meant by room cleaning. We were told they should sweep, mop, change linens and towels, and clean the bathroom. None of that happened; they only put a rag in the bathroom. The pool and outdoor space had the same issue. The pool was full of leaves and debris until we started cleaning it ourselves, and then staff came. The outdoor tables sat with cutlery on them for five days without being wiped, alongside rubbish like empty bottles. We were 11 in our group and were told there were only three bikes, available for just one day, though the description says bikes are included. They should make that limit clear. Shops aren't very close. The hotel could work with taxi drivers too, since many drivers from the center don't want to make the trip. It's on the edge of town, with few signs, and the street isn't lit. The street lighting isn't the hotel's fault, but they could do more with signs. The rooms are okay, with a fridge, fan and/or air conditioning, two somewhat uncomfortable beds, and a hammock. Hot water was almost never available. There's a small counter, basic dishes, and a small oven. Jairo wasn't bad, but could have been more helpful: when asked about shops or where to buy food, he said he didn't know, which seemed strange after seven days there, especially since I think he'd been there longer. In short, it's not the worst place, but far from good. Better cleanliness and useful information for guests could help.

Jairo was helpful and gave good service, but several problems made our stay a negative experience. The room was damp, moldy, and unclean, and there was no hot water. For what we paid, that wasn't acceptable. We were asked to use the glamping facilities, which are part of a much cheaper option, and the alternatives offered didn't solve things. We felt they were trying to minimize and cover up what had happened. Our review on Booking.com was removed, and Booking.com's involvement didn't resolve the problem properly. We don't recommend this place and suggest choosing somewhere else.

Jairo was always so friendly, and the place was comfortable, with a special feel whether you're glamping or staying in a room. It's beautiful out in nature.