Mia Bacalar Luxury Resort & Spa

Staff was excellent. Especially the restaurant and concierge / check in staff. Food at restaurant was very tasty and restaurant facial g lagoon is beautiful. Condition of landscaping and buildings were very poor. Needs a alot of maintenance of the pool and outdoor spaces need a lot of updating! Room is very musty and poorly lit . I expected a higher quality hotel at the price we paid!

The resort itself is great. The private pier and the free kayaks are awesome.

The location is great. The views, layout and design are beautiful. But the lunch & dinner staff service has suffered compared to just 2 years ago when we last visited. There was sewer gas smell throughout the property; it smells like poop. Plumbing in units did not seem to be vented properly, every time we used the sink sewer odor would come into the room unit. The lunch & dinner staff service was rude, neglectful and unprofessional.

Terrible experience, we were food poisoned at the hotel restaurant the 1st night. We could not get in touch with a manager for 48h. When he finally got in touch he told us that we would get 30% off the food and beverage bill (50€….) and was very unpleasant. This is not a 5 stars. Food terrible, pool disgusting, service slow, rooms average. We also found a lot of glass around the pool. Pool, food, service

The rooms and showers were the best part of the hotel. Lagoon view was also lovely. The general upkeep and maintenance of the hotel is not acceptable when they are selling themselves as a luxury 5* hotel. The pool area and pontoon is scruffy with rotten decking and the pool not even filled up properly. The restaurant prices are expensive and the music was dire! For the price we paid we were disappointed.

The staff was very nice and did their best to make things work. Breakfast started at 8 and we managed to get an early breakfast ready at reception when we had to leave early for an activity. This property is light ages away from a 5 stars. The structure is old and badly entertained. After five minutes of walking in our room our kids’ feet were black. We requested cleaning at 7am and the cleaner came at 3pm, while our kids were napping, so we had to turn him away. The swimming pool was half empty and extremely dirty. The breakfast included in the price of the room is not buffet, only a couple options available, we ended up having to pay extra every day. Service was rushing to get rid of everything on the table after our breakfasts, we felt to be kicked out while the restaurant was completlely empty. The pier to the lagoon was very nice but rickety with rusty nails and broken rails - very dangerous.

The hotel charged me twice, once before checking in and when checking in for almost double the actual amount. I have called, emailed and messaged them multiple times and they still haven’t fixed nor have they communicated with me.

Food was good - room was sizeable and the Tv worked well. Didn’t have running water twice in 24h Didn’t have hot water for the jacuzzi on our first day Pool wasn’t cleaned as a matter of fact it was empty Facilities falling appart / pontoon wood broken and dirty Hotel half empty with little ambiance Realised room was 3-5x overpriced vs other hotels more central Jetski prices 50% more expensive than in town Reception wasn’t receptive to issues raised and didn’t keep us informed of the progress in fixing the water issue. Etc.

Sometimes it was tough to get in touch with the front desk, but other than that it was great!

Great

The room, the lagoon Staff would leave dirty dishes outside room doors for more than 24 hrs. This attracted ants that would give nasty bites. It made it look filthy. The pool on our room was literally falling apart. The tiles are falling off. Kayaks and standup paddle boards are in serious need of maintenance or replacement. Some of you equipped could cause harm to visitors o be dangerous to use (I’m a certified kayaker, and I’m also certified for safety) Staff at the restaurant was very kind. Staff at reception was NOT. We were there during the solar eclipse weekend and the lady at the front desk decided to call me non stop at my room during the ring of fire of the eclipse. This was the hole point of our visit. And they didn’t seem to understand the importance of this.

The room was beautiful, and was well located on the like. We were moved from our room after the first night due to planned works. The water stopped working for 4 hours one day. The staff were fairly abrasive. There were animal droppings left on the floor for a full day.

Location, access to the lagoon. Restaurant staff was great. Operations staff not up to par, they are selling a high end boutique “spa”. I can list various issues, take my word based on my travel experience, is not a good value.

Location excelent, infrastructure is overrated and price per it is extremelly expensive, poor menu

Everything Nothing was bad

The attitude of the waiters in the restaurants The view was excellent The mattress of our bed was too old, (very soft) We asked for a change of room, but the mattress on the other room was also too old and soft. In my opinion, the hotel is short of staff.

Staying here felt like a dream. Seamless blend of nature, seclusion and luxury. Very accommodating staff (Esp: Alex, Manuel and Carlos), and excellent food (Club Sandwich FTW). The lagoon was pristine and it is absolutely worthwhile to rent the jet-ski for an hour. Overall, I would highly recommend We had booked here because it’s the only hotel with a pool, but in person the pool appeared unkept, was cold, and wasn’t inviting.

quite. short drive to town. safe. clean.

The property was very well maintained. Employees were continuously cleaning all throughout the day. The room was very clean as well and had a great air conditioner. The restaurant/bar was large and open with a great view of the lagoon. You have options of renting kayaks, paddleboards, or jetskis from there too. They have a couple of hammocks that sit on a dock overlooking the lagoon. It's a great spot to relax with a drink, a book, or just to take in the view. They did offer a complimentary yoga session that my wife and I both enjoyed. Our hotel rooms balcony was rotted and unsafe in some spaces. I pushed on the wood softly with my finger and could feel that a little more pressure would have likely gone through the board. So we didn't really use the balcony for that reason. Would be nicer if the paddleboards & kayaks were available a little earlier in the morning for a sunrise outing.

All of the staff from the front desk, waiters, housekeeping and spa personnel were very welcoming. You don't have to worry that you don't know much about activities or fear that you won't know where to go, because all of the staff were helpful and pointed us in the right direction. Alex who helped us with our bags and Manuel from the restaurant were extremely helpful. I also heard them speaking English to other customers so if you don't speak Spanish, you'll be in good hands. I would have liked to wash clothes or have laundry done. Maybe even have a small stand to buy snacks or drinks. I also wanted to buy a hat, sunglasses, and a T-shirt too for the sun and because I wanted a souvenir shirt from Mia Bacalar. A simple t-shirt with a small logo or small print would've been nice to have. I didn't have enough time to run into town buy anything, so having a small store on the premises would have been nice.