Zelune Luxury Lagoon Resort Bacalar

The staff was great, always attentive and very cordial.

We stayed in two rooms. The first room only teased you with the signal of Wifi. It was never a strong enough signal to do anything but read your email. The second room was above the kitchen. This room was surprisingly quiet and had a great view and Wifi

On the water.. the cat…

The rooms that are listed and the one we reserved online are not available. Even the alternative rooms were still not ready when we arrived.The place is under major construction.there was pounding and drilling all day Kind of dangerous.. management was not to helpful. No kayaks no spa …I feel like we should have been notified way in advanced. Very unprofessional…

The location is fine if you have a car, which we did. The front desk worker, Abi, was nice and polite and tried to accommodate. The internet worked well, especially for this area of Mexico which often doesn't have great internet access. After stating our unhappiness with the quality of the room, they were able to put us in a somewhat nicer room for our last night after we arrived home from dinner around 8:30pm so we didn't get much a chance to be in the room.

The rooms are well below the standard for the price of the rooms. They were small, dark, with incredibly small bathroom, and no mattress protector on the bed, and such a thin sheet I could see through to the mattress. There was no furniture in the room besides the beds and nowhere to hang wet items (being a lakeside hotel this is an issue). Breakfast not included and nothing close by for breakfast, so we drove into town each morning for breakfast because the breakfast prices they quoted were higher than even some very nice places in town. The lake access off the hotel is not very nice (not the clear beautiful waters of much of the lake), so not worth for the "lake view" which anyways our room did not have. The staff was on speaker phone on personal calls loudly, watching TV in the common guest space, and arrived late one of the days for the breakfast service (my husband was outside the room and watched the arrive 30 minutes late). There were no cushions for the lounge chairs, and much of the common guest spaces were dirty, covered in leaves, etc. If I had paid $1000MXN per night for this room, I would have been fine, but we paid WELL over that. They also charged us an extra 11% "commission" charge on top of what was quoted as our FINAL bill on Booking, so the price was even more than we expected, which was already too much. I almost never write reviews, positive or negative, but was so disappointed and felt ripped off by this hotel that I felt I must.

Horrible! Dirty

In the entire history of my travels, this is the dirtiest hotel. dust everywhere, other people's hair, empty bottles littered the hotel grounds. the bed is uncomfortable. no blanket, no toothpaste. and for this I paid 140 dollars. and who gave them 4 stars? apparently to themselves. I think that all the good reviews were written by them themselves or forced by other guests at gunpoint

Nothing, it was horrible.

The room was old, dingy, and nothing like the pictures.

Location at the lagoon… the manager and the kitchen staff very good

My reservation it was for double room expecting to have two beds which the was no room available .. the receptionist of the hotel was too rude no customer service very bad experience …

I absolutely loved the marvelous location of the hotel in Bacalar! Having the lagoon right in front provided breathtaking views, and the relaxing areas were a great way to unwind. The friendly staff made the stay even more enjoyable.

While the location and staff were fantastic, I was disappointed with the dining experience. The lack of variety in the breakfast menu (just eggs) was a letdown, and the overrated and expensive dinner didn't match the price tag. Also, some furnitures and the hammock were dirty, and I believe better maintenance is needed for the relaxation spaces.

I liked everything, the place, food, staff, and dock. It was such a relaxing place!

Great staffGreat customer service Clean roomsSafe area Nice view and access to the lagoonGreat location

I loved the staff and the access to the lagoon

the property needs a little tlc. the sink was clogged, the a/c did not respond to controls. the sheets and towels were at one point white and are no gray. the lagoon was full of rocks.

I loved the proximity to the lagoon and the view from the Nube Suite.

The suites were not clean. There was dead bugs inside the rooms and bathroom. The shower had a stain in the shower floor and the sink did not drain. The towels seemed to be stained and the bed sheets were very thin. The access to the lagoon is very close but to get into it you must be careful the stairs have a lot of slime and it’s super slippery.

loved the properties location and staff

the beds

Good breakfast, nice lakeside location

Double beds were on the small side

Receptionists were nice, the service at the restaurant is very good. We had fruits with us and they did not hesitate to give us plates and knife so that we could eat them easily. The room was big and comfy. Everything is clean.The laguna view is beautiful and relaxing. We have a private access to the water which is very nice. They have one kayak to share and offer tours on the laguna if that helps. We highly recommend :)

The price was not exactly the same as on booking. The difference was less than 100 pesos but it was not clear why.

I loved the lake !!! It was amazing

I didn’t like having to keep walking up and down the stairs to get a waiter for drinks but everything else was amazing there were only like 3 employees so I understand it’s hard doing everything all at once

the view and food was great. most of staff was very nice

this is not a four star hotel. it is lacking in so many ways. better to just find another place

The staff only.

It was a really uncomfortable stay, they told us that the owners of the hotels were there during our stay, and they made some Racial Microagressions. Overall the kitchen is expensive, they take advantage of it due to the fact that the hotel is far away from the city. Overall the hotel did not offer the amenities that they promote, such as the: Kayak. It was the most uncomfortable stay I had in a long time, do not recommend!

The view of the lake

Bed quality, bathrooms, room decor, family suite set up not suitable for 4 adults

the Location, Beautiful directly at the Lake. very calm and peaceful

room is very small, but you rarely stay inside. so its ok

Beautiful spot down by the water that we enjoyed.

The hotel does not keep the standard it is sold as. It is not worth its price. The rooms are simple, with nowhere to unpack. No wardrobes or cabinets, not even a single hook on the wall. We had a mouse in our room as well as a strong bad smell. We stayed in a hotel in Mahahual the nights before that was half the price but twice the standard and service. We had booked breakfast included but when we got to the hotel they said this was not included in our booking and we had to pay for breakfast again. One out of three mornings they couldn't offer any warm food for breakfast as they were out of gas. Two out of three nights the restaurants was out of service in the evening (due to staff not showing up). The food we did get at the restaurant was good and the staff friendly, but given that the hotel is located far from any other shops or restaurants it is a big problem when thay can not offer the service that is promised. We asked to buy water one night and they only had two small bottles left which wasn't enough for us (6 people). At check out we informed them about our complains the girl at the reception was friendly and understanding, she said it wasn't the first time they had complains. We asked for a compensation, or at least not having to pay for the breakfast that was supposed to be included but her manager did not want to give us any compensation. They referred all complains to Booking.com. In the end they gave us half price on the breakfast check but that was it. This hotel is set in a beautiful spot an has great potential, but the service and standard needs to improve for it to live up to its rather expensive price.