Naya Bacalar Lagoon Front Hotel

We spent 5 nights in a jungle room and LOVED the experience at this beautiful property! Built to be one with the jungle, and steps from Bacalar Lagoon, we saw incredible flora (supersized versions of my wife's houseplants), diverse fauna (including an agouti, birds and butterflies!), and felt serenely immersed in the most beautiful nature. The hut was surreal, and the outdoor shower was a highlight - and very private. The beds were comfortable. This incredible property is highlighted with warm, high level service (we live in Las Vegas, for reference) - from the time you check in with Jorge, and at the restaurant with Dana-Paola, Carlos, Tio H, and Nelson. Dana-Paola, was awesome - very genuine and quickly made a real connection. All the reviews about the food being fantastic are 100% true. Breakfast was included, and we started everyday with the freshest tropical fruit, and farm fresh local eggs and veggies. The guacamole and beet carpaccio were great, too. We did not eat dinner here, preferring to explore the town. Highly recommend reserving a massage, too! While Naya is as dreamy as it looks and sounds, there are some caveats you should consider: Naya is situated 1km down a rough, dirt road. While not as convenient as a hotel parking lot, we found it added to the 'far away' charm. We had an SUV, but small taxis navigated the path with ease, too. Yes, you can hear the road. It was not an issue for us. You can also hear the sounds of flowing water, local birds, and the gentle rustle of the Jungle flora. We would enthusiastically recommend Naya for a quiet, romantic getaway in Bacalar!

Terrible Customer Service and No Compassion I booked a stay at Hotel Naya but due to unforeseen circumstances, I had to cancel well in advance. Despite this, the hotel refused to refund my $2,500 reservation, hiding behind their rigid cancellation policy with no consideration or decency. To make matters worse, their customer service is appallingly unresponsive. After multiple attempts to communicate, I was met with silence and zero effort to resolve the issue or offer any goodwill. It’s clear that this establishment cares more about their bottom line than treating guests with respect or understanding. I strongly urge anyone considering this hotel to think twice. There are countless other hotels that value their customers and act with compassion. My experience here has been nothing short of frustrating and disappointing.

I’m slightly reluctant to give a review on this hotel only because I don’t want everyone to find it! Everything here was amazing from the location, to the staff, to the cooked to order breakfast each morning. While the whole staff was nice and helpful; Javier was exceptional and made sure I was well taken care of.