Ratings based on 26 Guest Reviews
Hear it directly from our travellers
4.4 Room cleanliness
3.8 Service & staff
4.0 Room comfort
4.1 Hotel condition
TRAVELOCITY GUEST REVIEWS
Hear it directly from our travellers
by A traveller from San Ysidro
Posted Nov. 12, 2023 on Expedia
Beautiful hotel with an amazing view, comfortable rooms. I just didn’t like the service specifically at the reception, poor customer service, lack of engagement, and misinformation about the tours.
Comment from Hotel Management
Nov. 14, 2023 by Coordinator, Hotel Management
Thank you Mr. Juan for taking some minutes of your time to let us know how you felt about our front desk staff. Your feedback is very important to us.
by A traveller
Posted Oct. 1, 2023 on Expedia
Nice place to stay quite, beautiful view to lake, staff friendly .
Comment from Hotel Management
Oct. 5, 2023 by Coordinator, Hotel Management
Thank you very much Ms. Sandra,We appreciate you reviewing us. We are happy to learn you enjoyed your stay with us!
by A traveller
Posted Jul. 21, 2023 on Expedia
Comment from Hotel Management
Aug. 16, 2023 by Familia Khaban, Hotel Management
Thank you for staying here! Your feedback is very important to us.
by A traveller from North Hollywwod
Posted Jul. 6, 2023 on Expedia
This place is a gem in paradise. With direct access to the lake and 10 min away from town, the location is quiet, relaxing and immersed in nature. Beautiful views all around. Rooms are spacious and have large terraces with hammocks. The only thing I’d strongly suggest is improving the quality of their bedsheets. The thread count had to be the lowest possible, feeling rough and scratchy against the skin. Not a great way to rest at night.
Comment from Hotel Management
Jul. 7, 2023 by Best regards., Hotel Management
Hello Jennifer, We really do appreciate your comments; We do care about your experience and your points of view make us improve our service. We hope you'd come back soon and we are going to work about the bedsheets.
by A traveller
Posted Jun. 23, 2023 on Expedia
Horrible customer service experience. They ignored several of my calls. Do not book this hotel unless you know for a fact there will be no flight delays, cancelation or any unforeseen changes to your trip. I understand most of hotels who appreciate business try to accommodate any changes due to flight cancellations and related issues, despite cancelation policies stated in your contract. This hotel will not even answer my phone calls. My flight was canceled due to a storm and of course I never made to the hotel, which I am also glad since I then learned this hotel is in the middle of nowhere with unpaved streets and far from everything. I’m actually glad I never made it. I never give bad feedback but I was also never had such bad customer service. They cannot even answer my calls. No accommodation has been made for the amount paid. They just took my money.
Comment from Hotel Management
Jun. 27, 2023 by Familia Khaban, Hotel Management
Hello RafaelaWe really appreciate your comments and points of view, getting into account every piece of advice you have written we'd kindly like to reply:At first, we made the free cancelation which was not possible due to reservation policies. We worked so hard trying to help you with any doubt, and requirement you had, we were getting your requirements ready when suddenly you notified us a second cancelation; However, we could not be able to do it twice. We kindly suggest a date changement for your staying but we did not receive an answer and unfortunately we could not attend your calls due to the area schedule.Best regards
by A traveller
Posted May 22, 2023 on Hotels
Comment from Hotel Management
Jun. 1, 2023 by Familia Khaban, Hotel Management
Muchas gracias por tomarse el tiempo para compartirsus amables comentarios. Fue un placer hospedarlo. La familia Khaban agradece su confianza y preferencia, estamos muy contentos de haber podidohacer que su estancia fuera tan maravillosa.¡Un cálido saludo!
by A traveller
Posted May 21, 2023 on Hotels
Comment from Hotel Management
Jun. 1, 2023 by Familia Khaban, Hotel Management
Muchas gracias por tomarse el tiempo para dejar su calificación, para nosotros es muy importante. En el equipo Khaban estamos muy contentos de haber podido hacer que su estancia fuera tan maravillosa ¡Un cálido saludo!
by A traveller
Posted Apr. 16, 2023 on Expedia
Comment from Hotel Management
May 28, 2023 by Paola Romero, Hotel Management
Dear IvanOn behalf of our hotel and staff, thank you for taking the time to leave a positive review. We're especially glad you enjoyed your Stay.We strive to provide excellent service,and we hope to see you again soon!Warm regards.
by A traveller
Stunning property
Posted Apr. 9, 2023 on HotelsLet me start off by saying that the staff is INCREDIBLE. I dealt closely with Victor who’s a waiter at the restaurant and Eduardo from the front desk. These gentlemen are superb. Both are so friendly and knowledgeable and willing to help. The property itself is stunning! We had two rooms and the closer to the water the villa, the more stunning the view but we got a view to the lagoon from both rooms. Traveled to Bacalar after attending a wedding in Cancun. I traveled with my husband, son and 81yo mother. The property has a lot of stairs so that was tough on my mom and the road in to the property is very bumpy. If you’re renting a car I’d suggest a compact SUV at minimum.
I personally love smaller boutique hotels over larger resorts but with that comes less amenities which I was totally fine with but keep that in mind. This boutique hotel is still very high end. The quality of the food. The comfort. Their toiletries they provide are eco friendly.
Comment from Hotel Management
Apr. 20, 2023 by Paola Guest Relations, Hotel Management
Dear Lucía, Thank you for taking the time to leave a review for us, it's highly appreciated. We are glad to know that our amenities met your expectations.Our staff, specially Víctor and Eduardo will be delighted to hear that you value their efforts to provide the best possible service to you and we hope to have you back soon.Kind regards.
by A traveller
Posted Feb. 3, 2023 on Expedia
