Hotel Pier Bacalar - All Inclusive

“Beautiful place, horrible food and customer service”

I was so excited to come here. After the flights and a 4 hour drive to Bacalar, we finally arrive. Something was wrong with their CC machine and I had to try 3 cards before it worked. Instead of saying let's get you situated after 18 hrs of travel in 90 degree weather (I already paid half of the… more

I was so excited to come here. After the flights and a 4 hour drive to Bacalar, we finally arrive. Something was wrong with their CC machine and I had to try 3 cards before it worked. Instead of saying let's get you situated after 18 hrs of travel in 90 degree weather (I already paid half of the fee before arrival) we stood there, everything is outside, no seats available, and waited until her machine worked. Tired and hot! We booked 2 rooms, one room was good it had appliances in the kitchen and actual furniture. My room had 2 beds and a nightstand with a lamp and no outlet to plug the lamp in. We had no appliances...just an empty kitchen. I asked for a table at least from another room and was told no. No closet or dressers. My suitcase lived on the floor for 4 days which I hate...living out of a suitcase. Wifi was spotty and they only way to access the menu was to scan a QR Code. They didn't have even 1 paper copy and I asked the staff if they can show us on their phone. That was a no. So we spent the 4 days not knowing what was offered on the menu. We had to guess what they had to offer. Fruit was offered at breakfast only. Period. The food! Microwave food. We ordered eggs and sausage....we got hot dogs for sausage. A bacon cheeseburger was served with a piece of meat...microwaved...and a piece of Jamon....sandwich ham. The service was awful! We had to approach the staff for everything. They would watch us sitting at the table and ignore us. We had to call them over. Finally I just walked up to them with my order every time I wanted anything. Waste of money. It's a beautiful place but they don't have the customer service or good food. Once you're there you're stuck. There's nothing around. Which is why we chose an all inclusive hotel.

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