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Mia Bacalar Luxury Resort & Spa

Carretera Federal Bacalar-Xtomoc Lot 59 Fraccion 6, Bacalar 77930 Mexico
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Guests1 room, 2 adults, 0 children
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Free cancellation until 09/26/19
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Traveler (201)
Room & Suite (27)
Pool & Beach (10)

About

Location
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Service
Value
Property amenities
Free parking
Free internet
Internet
Bar / lounge
Restaurant
Massage
Concierge
Room features
Suites
Room service
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HOTEL CLASS
Languages Spoken
English
127Reviews3Q+A7Room tips
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Popular mentions
New hotel at the beautiful Bacalar lake. The rooms are nice and big. We missed some things in the room, like water glasses, but that is just a small thing. We booked the hotel just for 1 night, and we wanted to make a boat tour on the Bacalar Lake. So when we told Alberto( the porter) that we want to make a boat tour on the lake, he said that the hotel could organise a private boat tour. We asked for the price. MXN 6500. That’s fine with us, but only when the guide speaks English. The guide on this private boat speaks very good English, Alberto told us. The next morning, we left our room, and put the luggage by the reception. We should have this tour at 11.00 a.m. We waited in the restaurant and 20 minutes too late the boat finally arrived. Once on board the guide turned out not to speak a word English. The boat trip was very disappointing because we could not understand what the guide told us. when we returned to the hotel we told Alondra that the tour was very disappointed and that we would talk to the manager about this. We paid a lot of money for nothing ($ 350,00).But the manager was not available and also Alondra disappeared. Not very professional. This could not happened in a hotel from this category.
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We spend 5 nights of our Honeymoon at Mía Bacalar, which was our choice for relaxing in a luxury and calm place with good service and facilities. We spent around 300 USD per night. First the good things: The hotel has a nice and quiet location outside the hectic Pueblo of Bacalar. Parking is for free and they have a high security standard. It’s architecture and material mix are really outstanding. The direct access to the sweet water Laguna is simply amazing and you get breathtaking views either from the restaurant, pool or even your room. The room itself (we had a grand Je’ex suite) is spacious and has everything you need including a nice terrace. The quality and taste of the food is really good. What we definitely missed was a service on a 5 star level. Room service examples: we had to ask several times after cleaning to get our room made up and filled up with the standards (water, coffee cups, shampoo, etc). We even had to ask one day that our room gets cleaned! Restaurant service examples: Slow Service, coffee or juice for breakfast after we finished our meal already, every day the same (included continental) breakfast- that’s not a 5 star breakfast! Concierge example: We wanted to book yoga lessons at the hotel. After asking we did not get feedback until we asked twice different people. After we had an appointment and waited 15 minutes, we asked the reception. They just said the yoga teacher has “problems” - nobody told us in advance... that was really annoying to simply get no feedback and feeling as disturbing guests. Smaller things: the AC in the gym room is off - if you want to do a workout you have to wait approx an hour until it is possible. Further, we had to ask the service to fill Water up twice - simply not convenient and good service. And the hotel is still in construction, especially at the entrance area (bumpy roads, construction noise) Overall we are disappointed. If you ask for this price, we expect simply better service - we had great service in various hotels with lower prices at our trip through south México. We also gave this feedback directly to the staff at checkout. Hopefully the GM Mr. Pérez Lomeli will act upon this feedback regarding the Management of Staff and implement processes and make the Mía Bacalar the great luxury resort it COULD be.
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Response from ChristianMBL, Gerente at Mia Bacalar Luxury Resort & Spa
Responded 1 week ago
Dear Client, first at all, thank you so much for your feedback, I can assure you that we are working right now in all the details that you already mention in your comments. I appreciated you good teast in rooms, security, and the food and we Will keep it this way. I am really ashame about the services, I know tha we may not excide your expectatives with the services, and I want you to know, that this feedback help us more than ever to see the things that we need to improvee. Hope you can gave us the opportunity to came back again and try again, I will personally pay attention to your stay, Kind regards. Christian Pérez Lomelí - GM
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You suppose to have a continental breakfast included but instead they charge you if you ask for a simple coffee ... and at the end they said is juice or coffee... if you have a .glass of milk for you kids they charge you again.... they don't even have the most simple thing : a multigrain toast bread... All menu is super complicated specially for kids. You don't want author gourmet food every day all the time. Price at the restaurant is extremely high and it's not fair.
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Response from ChristianMBL, Gerente at Mia Bacalar Luxury Resort & Spa
Responded Aug 8, 2019
Hello Dear Client, Thank you so much for your feedback, and I am really sorry with this incident of the coffee, the captain Gabriel told me that the waitress try to charge you the extra cup of coffee. but as soon they told me, they cancel it. As you know, the Continental breakfast includes, fruit plate, coffe, juice or tea, sweet bread and toast bread, actually we serve, butter and jelly on the table. We are working on a Kids menu, our Chef Pedro Galicia, he used to work in a 2 start michellinrestaurant before us, that is why we have many gourmet dishes, but we have to many seafood, hamburgers, burritos and ceviches to offer on the menu, en for sure, this are not expensive, I invite you to go to tulum and riviera and check the prices of other restaurants, this really are expensive, but thnak you once again for your comments. I am working right now whit all my staff in the service. hope we can have the opportunity once again in a future to serve you. Kind regards, Christian Pérez Lomeli - GM
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Utterly stunning hotel in one of the most beautiful places. On the shore of a turquoise and completely clear lake with amazing views. Wonderful, big, airy rooms with incredibly comfy beds and pillows and brilliant bath / jacuzzi and showers. Unbelievable food more associated with a Michelin starred restaurant which comes in vast portions. Just about 10 / 10..... BUT after 3 days we were desperate to leave and couldn’t get out fast enough. There are 2 monumental problems that no matter what one tries to do the hotel is unwilling to deal with. Firstly the music in both the restaurant and pool bar is played at a volume that makes conversation impossible. If your teenage children are complaining you know it is not simply you. To compound matters the 2 areas are in close proximity and have different playlists so you find yourself being bombarded by 2 sets of speakers competing on volume. A quiet siesta on a lounger is impossible and because the resort is so small you cannot escape the music wherever you go. Even when driven to the sanctuary of your room the music seeps in...We, and other people, regularly asked for the volume to be lowered which it was, slightly unhappily, only to be turned up minutes later by the next member of staff to be passing. Secondly, and as has been commented upon below by many people, the service is stunningly incompetent. You can ask the same member of staff for a water, a coke or a beer on multiple occasions and nothing happens despite the bar being fully staffed. Eventually, as it becomes clear nothing is ever going to happen you have to go to the bar and your drink is thrust, reluctantly, at you with no grace and no manners. The food is slow ish to arrive but is so fresh and so perfectly made that one can excuse the slowness but the inability to get served a drink is vaguely amusing to begin with before becoming irritating before finally being unbelievably annoying. It is so sad as this beautiful, boutique, luxury and new resort has so much to offer, is so well thought through and has so many fabulous attractions that it ought to be somewhere to return to time and again. As it is we couldn’t wait to leave after 3 days and left as fast as we could.
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Response from Daniel T, Gerente Marketing Digital at Mia Bacalar Luxury Resort & Spa
Responded 4 weeks ago
Dear Dom, We’re so sorry that your stay fell short of expectation. The details of your review are concerning, as we do not have a record of these occurrences. We would certainly like to know more about this. We would like to apologize for your recent experience and sorry to hear you were less than satisfied. We want you to know that Mía Bacalar improves day by day and your comments are very important to us. We will take into account each of them and from this moment we put all our dedication to work on the improvements that you and all our visitors deserve. It is our priority to provide the best service, and we want you to know that we are concerned about the point you mentioned as customer service is one of our main values, thanks for all, we definitely going to review this. Please once again accept our apologies, we would love to have a new opportunity to offer you our best service and a great experience.
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An AMAZING HOTEL. Unbelievable personalized service, with ver nice friendly people (like Alondra and Christian). They received us with an excellent attitude and a perfectly clean room with an unreal decoration. I think this is perfect for a honey moon or a family trip.
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Response from ChristianMBL, Gerente at Mia Bacalar Luxury Resort & Spa
Responded Jul 29, 2019
Dear Guest, Thank you so much for your feedback, what can I said, we tried every day to excede our clients expectatives. Alondra she is our concierge, and she work everyday, to verify every detail, in and outside the rooms, and of course she can get you anything you need in Bacalar and in the all state of Quintana Roo. but in general, all the people that works in bacalar knows that the service and our guest are the most important thing. Hope to see you again and have a nice trip. Kind regards. Christian Pérez Lomelí - General Manager.
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PRICE RANGE
$324 - $546 (Based on Average Rates for a Standard Room)
LOCATION
MexicoYucatan PeninsulaQuintana RooBacalar
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