Our Habitas Bacalar

Beautiful property, amazing food. The best experience and place in Bacalar.

There is no way to sleep with your window/doors open. Outdoor shower without mosquito netting in this setting means you are bitten raw or they destroy the jungle with chemicals. The access to the laguna/lake is nice, if you want to swim. Food is great but service is lacking warmth. You are trapped as you need a reception goldf cart to go anywhere except the hotel restaurant or bar.

My experience with Our Habitas Bacalar was an ABSOLUTE NIGHTMARE. Due to documented flight cancellations OUT OF MY CONTROL, I missed my reservation. I notified management IMMEDIATELY to mitigate damages, yet they penalized me for the ENTIRE stay. Worse, their billing borders on THEFT. They sent a payment link claiming no card was on file, causing an unjustified DOUBLE CHARGE (the card on file and the card I used to pay through the link they sent!!!). When confronted, management hid behind rigid policies, they did cancel one charge (the lower one of course) BE WARNED: they operate with ZERO flexibility and PUNITIVE practices. Avoid them AT ALL COSTS.

I’m extremely disappointed with how this hotel handled an already very stressful situation. Due to multiple airline cancellations and delays, completely outside of our control, we were ultimately unable to reach Bacalar. Throughout the entire process, I stayed in constant communication with the hotel, updating them in real time as our travel situation evolved. Our reservation was from Saturday - Wednesday, with our planned arrival Saturday morning. By Saturday afternoon I was already aware I wasn't going to make it anymore since my cancelled flight got pushed to Sunday and then further delayed to EOD, which meant I would only arrive in Bacalar by Monday afternoon. I clearly informed them at that point ( Saturday afternoon) that we would no longer be able to make it. What made this even more frustrating was the experience leading up to this. When I initially thought we would only be delayed by one night, I contacted the hotel immediately to inform them. Shortly after, I received a message saying our reservation had been cancelled due to non-payment. Concerned about losing the booking, I called and made the payment to ensure the room would be held for our late arrival. Unfortunately, our situation worsened and we later confirmed we would not be able to travel at all. I informed the hotel right away and requested cancellation. Despite this, not only was the reservation not adjusted, but we were ultimately charged in full — including for multiple nights after the hotel had already been notified we would not be arriving. While I understand charging for the first night (and even the second given the short notice), it is very difficult to understand why we were charged for the entire stay. In situations like this, most hotels show reasonable flexibility when guests are prevented from traveling due to documented airline disruptions, especially when the hotel has advance notice and the opportunity to release or resell the room. For a hotel of this caliber, I expected a much more understanding and fair approach. Instead, this added unnecessary frustration and financial loss to an already difficult and upsetting situation. Very disappointing experience from a customer service perspective, will not be visiting or recommending this hotel to anyone.

Definitely an amazing experience five out of five this beautiful place in a beautiful destination in Mexico with the most welcoming, warm and friendly environment was the best experience to experience a totally relaxed vacation