Utopia is in a beautiful location, but we felt as some others have that the experience could have been better. We were told there was wifi and for sure it would be up soon and for the two days we were there we didn't get connection once. Wifi wouldn't have been so important except we hadn't booked our onward trip and wanted to get some emails sent out. We did not mind that it was vegetarian food, but we did mind that we had almost no local meals. When I asked why we had biscuits and gravy for breakfast and the owner and other guy working there had what looked like huge burritos or wraps of some kind we were told that it takes forever to get the locals to make what they want. That was a really lame excuse since I'm pretty sure the locals wouldn't need to be taught how to make local fare. On the board it said that you could take a 6 am or 8 am shuttle to Lanquin, but when we went to book the 6am shuttle we were told unless we found more couples we had to take the 8am shuttle. Don't have it on the board then! We would have been satisfied with 8am if we weren't given the option of 6am. As you would expect in the middle of nowhere drinks were pricey.
They were closer to Semuc Champey than Lanquin hostels, but they were still not close. I do wish that we would have stayed at the one just outside of the entrance.
We stayed in one of the separate cabins down by the river and it was nice. The shower outside the room did not have a shower curtain on it and when I asked for one I was told that no-one could see in. I am not sure where they thought I was referring to, but there is a path 30 feet away from the opening of the shower - you can see right in! Everything you mentioned they always seemed to blow it off as if it wasn't important. It was important to me! Your customer!
I also noticed that the common hostel sleeping area was entirely open and did not have a mosquito net around it. You are in a jungle with mosquitos that are known to spread dengue fever and malaria and you are not protecting your clients? Very irresponsible.
We took a shuttle to Semuc Champey the one full day we were there and we took the shuttle with another couple. We could pay for a round trip, but he would not come back at two separate times (even though we paid separately). We had to choose a specific time that both of us wanted to return (we were not travelling with this couple). So we opted out and walked back. Customer service just isn't high on their list. Whatever is convenient for them.
Just so I can be clear - I am not one of those people who is really picky about my accommodations, I just expect to be treated with respect and not to be given excuses. If you say you have wifi, provide wifi. If it is not working just admit it. Apologize. If you say that there are two shuttles, stand by that. Don't make your customer go around and beg people to leave earlier. I know we were travelling in a poor country and things take longer. Just give it to me straight up and I will be fine.
They definitely could have had lights leading down to the cabins. It is EXTREMELY dark there at night and it is a winding path with stairs. It took us quite a few attempts to get to our cabin (even with head lamps!).
Again, this is a beautiful location with a lot of potential. Hope they keep working at improving the customer experience.
- Official Description (provided by the hotel):
- Utopia Eco Hotel unique tropical accommodation & eco farm set amongst beautifully landscaped tropical gardens secluded from the hustle and bustle and some of the greatest adventures to be had in Guatemala.Whether you are looking for a hotel, hostel or camping or are just passing through and want to spend a few nights vacation on the hidden gem of Semuc Champey, Utopia Eco Hotel is where you will be able to do as much or as little as you like. Situated on the Rio Cahabon, You will find our established Cabanas nestled in amongst exotic flora and fauna providing unique lodge accommodation in Semuc Champey.At Utopia Eco Hotel we offer a wide range of activities; hiking, bird watching, river tubing, caving, Chocolate making classes, Semuc Champey tours, or why not just relax in one of our many hammocks located on the river shore? Everything is within your reach when you stay at Utopia! psThere are NO ATM Machines in Lanquin or the Sumec Champey area & no Credit Cards are accepted anywhere at this time. Note: here at Utopia Eco Hotel we do accept Pay Pal & USD but only bills in good condition. such as no torn or marked banknotes. Our Exchange rate is 7.5. We can also accept credit cards now but only when the internet is working good. ... more less