Cristalino Lagoon Front Hotel, Restaurant & Spa

Location Location Location Location

Location and view

Unfortunately, this was one of the most disappointing hotel experiences I have ever had.Misleading pricing / forced New Year’s Eve dinner:After paying USD $814.65 on Booking.com, we were informed after arrival that there was a mandatory New Year’s Eve dinner charge of USD $153 per person (USD $306 total), which would be charged automatically even if we did not want to eat at the hotel.When we questioned this, the hotel told us via WhatsApp that the charge was included on Booking.com in “small letters” as part of their “contract.” This was never clearly or transparently presented during the booking process. A charge of this size should be clearly highlighted before payment, not justified afterward in fine print.It felt like we were obligated to eat at the hotel on New Year’s Eve, one of the most important nights of the year, when we specifically did not want to be forced into a set dinner. This completely ruined the experience and sense of choice.While at the hotel, other guests shared with us that they experienced the same surprise regarding the mandatory New Year’s Eve charge, confirming this was not an isolated issue.Reception experience (12/31 around 8:00 PM):Upon arrival, the front desk staff member did not look at us, did not greet us, did not ask how our trip was, and did not say any welcoming words. The staff member remained focused on the laptop for about 5 minutes, creating an extremely awkward moment. After a long drive and arriving excited, this felt cold and unprofessional — something that even 3–4 star hotels normally handle much better.Checkout experience:At checkout, we were not asked how our stay was, there was no interest in feedback, and no closing courtesy.Handling of feedback:The hotel created a WhatsApp group chat for communication. When we attempted to calmly share our experience and concerns there, we were REMOVED from the group (see screenshot) without any response or explanation.

Tranquility and professional staff.

Inconsiderate neighbors in room next to us.

Location, view, food, the gardens, is a very beautiful hotel boutique

The smell in the room like humidity was a little intense

A fantastic hotel. It's on the nicest part of the lagoon, the views are really spectacular. The grounds of the hotel are beautiful and well kept. It was quiet, we even went during Easter week expecting it to be much busier. We never had any problems getting a sunbed by the lagoon or the pool. The room was lovely, very big, nicely decorated and had lots of nice little touches. The staff are great and service is generally great. They were always attentive, very polite and friendly and helpful. Having a WhatsApp group to communicate your needs is a very good idea. We loved having free kayaks to use.

The only thing letting this hotel down is the restaurant. It's very expensive and the quality of the food is absolutely not worth the price. There were a few items on the menu which were okay, so we had lunches here when we didn’t really have a choice because we were chilling by the lagoon for the day (there's not much else in the immediate area). But usually we went out for breakfast and dinner. It's only 70mxn for a taxi into the main town. Honestly everything else in the hotel is excellent.

Absolutely great place! Super service, great location near the lagoon, a lot of space to laydown and enjoy the sun or the shade. Super comfy beds, big rooms

The location is great, super comfy beds and pillows.

The restaurant was a little of a disappointment. Food was average and expensive. I ordered a pana cotta that I had to send it back as it was inedible.

Perfect for a week with girl friends. We had our own rooftop hot tub, cushioned seating, dining table and fridge on the roof.

The club music across the street which they are powerless over.

Beautiful hotel, fabulous room, friendly staff.

The restaurant wasn't very good; slow service, small portions, very expensive.

Beautiful property on Lake Bacalar!! Everything about this property was exceptional. The staff, rooms, restaurant, location, pools and docks on the lake were wonderful. The rooms overlook gorgeous Lake Bacalar. The water was so refreshing and fun to be on. We will absolutely stay here next time we go to Bacalar.

We liked everything. Nothing could have been better.

Options to see, be, right on the lake. Cenote Esmeralda is adjacent,too. Use of paddle boards and kayaks for a laud back beach club experience all included. Restaurant served a nice assortment of local and international fare.

-The gardens, rooms, and docks were beautiful-Staff went out of their way to make our trip special-Rooms had everything you need (nice toiletries, robes, beach towels, etc)-Easy to get to/from town by taxi ($70/trip)

Stunning hotel with gorgeous views of the lagoon. 2 swimming pools and access to the best boat tours.

40 min walk from the town. Feels very quiet and secluded if that’s what you’re after.

The property is an absolutely incredible location right on the lake in Bacalar with great views. The hotel has a great restaurant/bar area which overlooks the harbour. The hotel comes with free kayak and SUP hire. On check in at reception you are invited to a WhatsApp group where you can message the hotel 24/7 for all needs such as room cleaning, booking taxis etc.

The dinner menu was a little limited.

Great location and amazing staff. Pool area and sundeck were also top notch. Close to the little town of Bacalar but not so close it felt touristic.

The service is personalized to you. They pay attention to every detail. Everything you need, they are there to help. The recommendations were on point for places to eat and companies that made tours around the lagoon

It is a bit pricey but good service is expensive

Very modern and comfortable rooms, 2 nice pools with plenty of sunbeds in beautiful and lush gardens, leading down to 2 jetties on the lake. Very responsive communications via WhatsApp group with staff. Great concierge service to arrange tours. 30 min walk into town with many bars and restaurants.

Parking a bit limited outside the hotel, but a large secure parking opposite. Restaurant a bit lacking in atmosphere but lovely staff.

Great restaurant, free kayaks and SUP, friendly and service minded staff, best place by the lagoon from what we saw from our kayaks

Location is fantastic The sun decks The infinity poolThe garden is magnificent

No breakfast includedNo gym

A very nice location and very new property plyus very helpfull staff!

I went there for a weekend at a SPA-hotel, their name states "Cristalino Lagoon Front Hotel, Restaurant & Spa", although they have no SPA at all on site. Next SPA is not even walking distance, so I do personally feel betrayed. Would not recommend it under this circumstance!