Hotel Isabella Bacalar Front Lagoon

The location is great and the water is so beautiful, However, I have a major issue. Prior to our honeymoon, but still within the window to make changes I emailed the hotel asking to remove two days from my stay. It was within the refund window so I figured it would be no problem. They emailed me back and confirmed the change had been made. Great! However two days before we arrived I saw I was charged for 8 nights instead of 6. When I got to the hotel I brought this up and they claimed because THEY had not FORMALLY made the change until just two days prior, I was not eligible for a refund. I provided email proof that weeks ago someone had confirmed the change with me and I should still be entitled to a refund for those two nights, totally about $400. After plenty of back and forth they said they would give me $200mxn. I agreed because it was my honeymoon and I’d rather get something than nothing. We kept checking in with reception about when we would be getting this money, and now we are to our last day and say well we’re leaving now so just refund it to the card. They agree. 1.5 weeks pass and still no refund has been given and now we are a month out and still nothing. They scammed me out of nearly $400usd. I have had to dispute the charge with my credit card company because they are incapable of making this right. I’ll NEVER book with this company again. Absolutely horrible and on my honeymoon no less.

A real paradise! A new hotel overlooking the lagoon with excellent facilities. Access to the lagoon is very easy and in a slightly deeper area, making it perfect for swimming. The facilities are shaded, which is great because sunscreen is not allowed when swimming in the lagoon to prevent damage. There are also areas in the sun in the pleasant little garden around the restaurant. The restaurant is delicious and the prices are affordable. The breakfast buffet is without a doubt the best I had during my trip. The carrot cake is delicious. The staff are very friendly. Truly a wonderful place to stay in Bacalar. My only regret is that I only spent one night out of three in Bacalar because when I made my booking, the hotel wasn't open yet!

Check the room you are getting, the descriptions are not always what you get. Two or three rooms say garden rooms and they are not.

Spotless and amazing staff

Great place