I wanted to bring to your attention an issue I experienced with the hotel Our Habitas Bacalar. I had booked a reservation at your hotel six months ago with the intention of proposing to my girlfriend. However, I recently received a request to cancel my reservation due to a wedding scheduled for the same date, as communicated in a message from Booking. I find this situation to be quite disappointing as it directly impacts the customer experience. My plan was to propose to my girlfriend during our stay at your hotel, and I had already made arrangements with vendors such as a photographer and a boat for this special event. Unfortunately, due to the lack of alternatives and the proximity of the date (January 25-27, 2024), I had to make a reservation elsewhere. While I appreciate that the hotel canceled my reservation at no cost (which is fortunate since the request to cancel came from them), I am now faced with additional expenses for the independent vendors I had booked, as I had to change accommodation for my marriage proposal. I believe it's important to share this feedback for the sake of improving customer service. I hope future guests have a more seamless experience.

The hotel is beautiful, the rooms are comfortable and the lagoon is worth a visit! It’s a real little paradise !! Even if it is not the fault of the hotel, a restaurant/disco is not far away and prevents you from sleeping if you have light sleep. The same goes for the highway that is nearby and can be heard even in the most distant rooms. On the other hand, there is reason to be disappointed for some things: - when you pay nearly $600 per night and breakfast is included, you expect something minimal correct! The portions are ridiculous (just like the dishes in the restaurant)! "The traditional breakfast basket" includes only 2 small slices of bread and if you ask for one more, you are told that it is "extra". For the "fruit plate" with granola and yogurt, you receive the equivalent of a shot of granola and yogurt! Same if you want more, it's "extra"! - The prices charged at the hotel are so expensive that it pushes you not to consume anything or to do everything outside the hotel! - 1 hour of e-foil costs 4000 pesos ($235)!! You pay 1800 pesos for 1h30 in Bacalar (Epic Adventures Bacalar) - The private sailing tour on the lagoon costs 7500 pesos! 3500 pesos at Sailing Colibri in Bacalar at sunset with aperitif and beers! I understand that it is more expensive at the hotel because it avoids making 10 minutes by car but offering activities double or at triple the price is taking your customers for idiots... You have the general feeling of being screwed, which is a bit pity for this type of hotel practicing this type of price!

This place has the worst customer service. We showed up after booking a reservation on Expedia and they told us they “could not honor the reservation” even though Expedia had already charged our credit card and emailed the confirmation. When we asked if they could at least cover our lunch while we found another hotel they said they could give us 15% off. They took zero responsibility and told us it was expedias error. The reservation team is all the way in Mexico City and they had to call them nonstop to even get this information. Most terrible experience and ruined a whole day of our vacation. For a luxury resort they don’t have proper protocols for when errors occur.

While Habitas has a great location and beautiful views, the service we experienced during our stay was somewhat disappointing. Some staff seemed disinterested in helping us and did not make an effort to ensure that our needs were met. We had issues receiving timely refund for a double charge of our stay, staff did not seem to take our concerns seriously and did not make any effort to resolve the issues promptly. Overall, while the hotel itself is beautiful and well-maintained, the poor service we received left a negative impression on our stay. We hope that the hotel can work on improving their customer service in the future, as it could greatly enhance the experience for their guests.

The only bad thing about Habitas Bacalar was leaving. Everything was perfect - from the rooms, to the staff to the food… but especially the lagoon. Wow. We arrived with plans to explore the nearby surroundings but quickly decided not to leave the hotel grounds until we HAD to. Habitas Bacalar was an oasis of zen and tranquility. Sitting and relaxing by the lagoon was so special, and all the free equipment like kayaks and paddle boards made the stay even more enjoyable. The food - honestly so good and so reasonably priced. We tried almost everything on the menu and loved it all. This was our first stay at an Habitas location and now we cant wait to try ALL the Habitas hotels around the world ✨ PS the wifi speed in the common areas was ⚡️ fast!!!

Had a really wonderful stay! It's a beautiful property, very relaxing. My sister and I enjoyed the different yoga classes and the music on the lagoon deck. Staff was really nice, special thanks to Carlos who was our waiter at breakfast and Marcelo (hope I am spelling this right, apologies if not) who was our server at dinner multiple nights. They were both fantastic and we had fun chatting with them. Definitely bring sun-blocking swim clothing as you can't wear sunscreen in the lagoon!

Everything about this place is beautiful. The details are impeccable. I thoroughly enjoyed my stay here. It was a nice little getaway and a unique experience. The lagoon is beautiful. I loved that they had paddle boarding and wellness events included with the price of the stay. I’ll definitely be back if I stay in bacalar again.

Stunning property, beautifully designed rooms, great staff, in a lovey location (for now, more on this later). Stayed 4 nights and loved our stay - upgraded our room to a lagoon view. Great complimentary breakfast and all the staff were awesome. Things that could be improved: - More dinner options / portions are a little small. - Mosquito repellent in glass bottles around the property vs requesting small plastic bottles every day given its an eco-friendly lodge. - Next door construction! Not much Habitas can do with this but unfortunately there is a huge project (100+ apartments) being built directly by them. We heard some construction noise end of Nov ‘23 but I fear that it will get worse and the tranquility of the lagoon will be ruined when this is finished.

The food & service was the highest quality we have ever experienced, anywhere. Each employee cares about what they do & communicates with a warm smile. Life-changing, nourishing food too. Also, the setup on the lagoon is perfect - they nailed the aesthetic to complement & center the natural beauty of this place. The vibe is strong! We loved the music too.

Heavenly Jungle. Stepping into this jungle of tranquility was nothing but exquisite. Peace would be the only way to sum up this beautiful resort. The food was delicious, every bite tantalisingly good. The menu was considered, healthy and delicious. Accompanied by mouth watering cocktails. The staff were so kind, accommodating and friendly. The wellness Center took us to a new dimension. A 90 minute massage on Christmas Day and a Cocoa ceremony in the woods was well worth the price. Shedding all the toxic stress of city life in just three days. This was for us the best place and can’t wait to visit all the Our Habitas resorts around the world!

Amazingly beautiful property. One of my favorites. Beautiful rooms and a beautiful lagoon. At night when the property just lights up with candles it’s awesome. I’ve been here twice and really enjoyed everything.

Absolutely loved our magical stay at Our Habitas. The location on the lagoon is incredibly relaxing and the extracurriculars like the yoga classes were a real treat. (try aerial yoga with Naty!) We had planned to jaunt into town a few times during our stay but nothing seemed worth leaving this gem of a property. Everything was delicious at Siete restaurant and service was excellent. The coconut smoothie was very memorable. I would encourage them to invest in better kayaks though. Appreciated that they were free to use but they were a bit bare bones. Can’t wait to be back!!

If debating which room to book, take a look at the map I’ve uploaded and note that the Lagoon rooms are 1-9, Lagoon Breeze rooms are 10-20, and Jungle rooms are 21-36. Overall, a great experience, but I’ll start with the bad parts which unfortunately downgraded the quality of our stay. We were extremely disappointed with the level of service from the reception/concierge staff. They were unprofessional in so many ways, for example: - We booked a *private* sunrise paddleboard tour, only to arrive and there to be an additional guest joining us. After reporting this to the staff and following up again, they gave us a discount for the activity. - Upon arrival (or at any point for that sake) we weren’t introduced to any of the hotel’s offerings or facilities except the spa which was on the way to our room. We weren’t even told what time breakfast is. The check in process felt really messy. - Two days in a row we arrived at the 9am yoga class and the floor was wet from the night’s rain, and the water pitcher and cups were the ones left over from the previous day. The teacher had to call a staff member to come clean up the space before we could start our class (late). Throughout our stay we felt there wasn’t anyone overseeing the operations of the hotel, or anyone reliable we could turn to with questions. Now onto the many good parts of the hotel: The room was very nice, clean and well appointed with all amenities (AC, desk, mini fridge, toiletries, etc). The outdoor shower was incredible (rain shower with excellent water temperature and pressure). Food at the restaurant was delicious (especially dinner), albeit quite expensive. We attended multiple classes (mindful movement, yin yoga, 5rhythms, aerial yoga) and they were all very good. The lagoon is amazing like nothing else we’ve ever experienced. We could spend hours in the water relaxing. Don’t miss the sunrise paddleboard tour (at an extra cost) - so beautiful and calming! We also really enjoyed the massages - the spa facilities are really nice and the therapists were great. Overall, we recommend this hotel, just beware the service is far from what you’d expect from a luxury hotel.

This hotel is one of my favorites in the world. When you enter this property you are in a total escape. The lagoon is so stunning and the water is perfect. Staff is sweet and kind and the rooms are really comfortable. We love the outdoor shower and sitting out on the dock. Must do the sunrise paddle boarding which was surreal! ☺️

Habitas Bacalar is an absolute dream. From the moment you walk on to the property you are met with a sense of calm and serenity. The spa services are all top notch-- amazing massages, facials and definitely consider trying the Temezcal and Janzu. I left feeling each so relaxed and rejuvenated. Yoga was also great. The food was absolutely delicious and had a lot of variety. Staff were all so nice and accommodating. I can't wait to go back.

Beautiful place and wonderful people. The vegan dishes were excellent. Only reason for 4 stars is that serving cow, pig and chicken doesn't go hand in hand with yoga, spirituality, healing ceremonies and 'wellness', but in fact seems ridiculous and hypocritical in 2023. Hoping you will leave the animals off the menu at some point. Thank you!

Incredible and relaxing stay!! Just like the photos! One of the best holidays I’ve been on. Pure bliss and the staff is very kind and attentive, but not overbearing. The other hotel guests keep to their own as well and you have plenty of space to have alone time. The food at the restaurant is great with so so so many plant based options. Really enjoyed the classes, along with the Sunday Brunch that had additional items that are not on the normal menu (try the chilaquiles!). We also went to the spa which was a very nice experience as well. P.s if you’re a runner you can also run around the property enough space to do a few kilometers without leaving the property. I’d love to stay here again!

My husband and I went here for our honeymoon for 10 days and it was perfect. Let me break it down: The hotel itself was very beautiful and quaint. It's secluded in the jungle right by the lagoon. The lagoon is absolutely stunning and looked exactly like the pictures on the internet. Our room was very clean, comfortable and spacious. The outdoor shower was our favorite. Bed was very comfortable. I would def recommend a jungle room. It felt very private. The food was really good. It was def more on the healthy side. Our favorite was the breakfast and lunch menu. A week in it did start to feel a bit repetitive, so we got food out in town. We took some yoga classes and really enjoyed those. All of the teachers were great and really knew what they were talking about. We also got a massage and facial. The treatments were relaxing, but nothing to rave about. The Temazcal ceremony was a really cool experience, would def recommend it. The week we were staying at the hotel there was a really talented tattoo artist staying there as well and had appointments available for guests. This was a really cool experience because both of us ended up getting a tattoo. This really added to our trip. Lastly, the staff was so so sweet. A huge thank you to Raquel, Samantha, Fernando, and Carlos for making our experience so much more special. This place is really special and is meant for someone who is looking to relax and unwind. We hope to come back soon!

The location is amazing, it was far away from everything, so there was no noise (except from nature) and it felt like you were alone in the jungle. If you wanted to visit the town or other places, the reception was very helpful in arranging transportation from/to the hotel. The staff is great and very helpful with everything. The hotel also offers a lot of activities from e-foiling classes to massages. We tried the e-foiling class and it was an amazing experience, our instructor Limberth was truly the best, highly recommended activity. Truly an unforgettable experience! We cannot wait to return another time!

Utterly flawless - we stayed in a lagoon front property and were absolutely staggered from start to finish as to the quality of the hotel. Service was exceptional - from around the lagoon, in the bar and at the restaurant. Always friendly, attentive without being oppressive. The star of the show is the food - you are isolated here, you need to drive to the town, so would be a real pain if the food was anything but but I can assure you breakfast, lunch and dinner was stunning. Spa was also excellent and great that paddle boards and kayaks are free to enjoy the staggering lagoon. Slightly irksome wine list - huge mark ups on average wine but we are nit picking. At the end of the day it’s breathtaking and as we got engaged here, will always have incredible memories for us!