Casa Lua by Ambar

I have never left a review like this before, but I feel the need to warn others -- DO NOT stay here. The owners are criminals who stole our money, and the hotel is run down. We visited in early September. We were first staying in a very small room there -- it was dirty, the TV does not have working sound, and there was not even hand soap in the bathroom. We moved the next day to a bigger "family" room which was better, but there were still many issues with the WiFi. As a result, we had to leave two days early due to work obligations. Before leaving, we were promised by the manager and the owner that our money would be refunded. It's now been almost two months, and they have not given back a single peso. Instead they will not take our calls or return our messages. Unfortunately, our only option now is to involve the Bacalar police. There are so many nice places to stay in Bacalar -- do yourself a favor and DO NOT stay here. // Dejo esta reseña también en español para advertir a todos. Nunca había escrito una reseña así, pero siento la necesidad de alertar a otros: NO se queden aquí. Los dueños son unos estafadores que nos robaron nuestro dinero, y el hotel está en muy malas condiciones. Visitamos el lugar a principios de septiembre. Primero nos quedamos en una habitación muy pequeña — estaba sucia, la televisión no tenía sonido, y ni siquiera había jabón para manos en el baño. Al día siguiente nos cambiamos a una habitación “familiar”, que era un poco mejor, pero aun así tuvimos muchos problemas con el WiFi. Debido a eso tuvimos que irnos dos días antes por obligaciones de trabajo. Antes de irnos, el gerente y el dueño nos prometieron que nos reembolsarían el dinero. Ya pasaron casi dos meses y no nos han regresado ni un solo peso. Ahora ni contestan nuestras llamadas ni responden nuestros mensajes. Lamentablemente, nuestra única opción será involucrar a la policía de Bacalar. Hay muchísimos lugares agradables para hospedarse en Bacalar — hazte un favor y NO te quedes aquí.

We reserved a bungalow on the laguna for the whole family. Once arrived at the hotel, we had the surprise to be told that the bungalow is not available, as they made a mistake and booked it twice. Just a "sorry", and never proposed a compensation, just moved us to a "family suite", saying it was worth more than the bungalow. I replied I didn't care, that we booked that specific hotel for the laguna bungalow. The "family suite" was on ground floor level, with large window not locking closed. Meaning that anyone can enter the room from outside. Again, I have been told "sorry", and not to worry. I had to ask for a rebate on the price at checkout, and they greatly offered a rebate of 200 pesos. Just didn't match at all the inconvenience. No customer consideration, really... Basically, if you want a secure and family time by the laguna in Bacalar, just pick-up another hotel...