first of all the positives as there are plenty. the setting is truly spectacular, probably one of the best spots on the lake, with unbeatable views of the lake and surroundings. the hotel itself is wonderful, tastefully done, with beautifully maintained (yet kind of wild) gardens. The communal areas are just a perfect place to relax and admire the view, with hammocks and swings aplenty. the fact that everything has been done to protect the environment is admirable and it doesn't hinder comfort. everything is recycled and theres free drimking water available at all times. one can easily spend a whole week here.
there's also a few areas for improvement. for a place like this I would've expected a bit of a warmer welcome as it is all rather business like. when i asked for a massage, therapists were not available that day and no other update was given on subsequent days ("i will try to remember but if i forget remind me!") so i didn't bother in the end. there's plenty of massage places in san marcos btw. I applaud the fact that the waitresses are all local ladies from the village but I'm afraid they haven't been trained properly. they just seem clueless and on occasions it seemed they'd never seen the menu before. several dishes and drinks were not what we'd ordered so we gave up in the end. it was not a language thing since we both speak spanish. Internet is intermittent, which is acceptable in remote locations, but it wasn't clear when and why it would be switched on/off even when we had paid for a whole day. then the food: I'm a big fan of the slow food movement but not at the expense of flavour and taste. they've got wonderfully home grown herbs in their garden and yet, the food tastes of ... nothing. portions are big but it's a big splurge of nothing on top of another one, and it is very pricey for what it is. I fed the fish in the lake several times although I'm not sure even the fish would eat it. it is not the case with breakfasts which were generally nice. I would recommend to eat somewhere else or to buy food at the supermarket in panajachel.
finally, and I know a lot of people who would disagree with me as it is quite personal, but I never like it when the house cat is allowed to walk and sit everywhere (on the computer, breakfast table, counters, etc.). I don't find it particularly hygienic but then I'm not a cat lover.
all in all, definitely a place to stay but they need to improve their customer service. i would go and eat somewhere else for tastier and much cheaper food and don't rely too much on the services they sell. magical nevertheless.