Bolontiku Boutique Hotel & Spa, Petén Itzá, Guatemala

The place is amazing, from the start in the boat, the rooms with its own Nahuatl, the food, the views of the lake, and loved the location, very close to the Flores. They told us that you can also arrive by car, but you will missed the full experience of arriving by boat, is such a great experience. We took the Tikal tour from there and also we did a Flores town tour, both amazing, Flores is a very cute town, and Tikal is something else.

What a stunning property….. Located a boat ride away from the Isla Flores the hotel boat was so convenient to get you to the island. The food and drinks in the hotel were very nice and the service exceptional nothing was an issue. My only issue is there is literally nothing around the hotel at all it is a taxi or boat ride away. We stayed in the Villa what a great place spacious the amenities were fantastic (just not great for people who my struggle a little with walking)

The Villa was amazing! Great resort by the jungles of Tikal. Great customer service always responsive and kind. The food was great too along with the pool, water toys, and boat rides. Loved the golf cart rides to get around too. Great for couples and families but highly recommend the Villa.

Disappointing. The lake view room we booked was unavailable when we checked in so we were down graded to a garden view room. No compensation or part refund was offered until we demanded it. Customer service was lacking, which seems to be a common theme in other reviews.9 Breakfast is served late 7:15 and we had tour booked through the hotel at 7am, so a packed breakfast was provided for us to take. It was terrible and not an adequate substitute for breakfast at the hotel. That aside it is a beautiful hotel, rooms and en-suite bathrooms are very comfortable. Lake swimming and kayaks were good fun. And the boat transfer from Flores was seamless and efficient.

The hotel is in a beautiful location with gorgeous rooms but suffers from serious service issues due to untrained staff. If they had marketed themselves as a three-star hotel I would have been totally ok with everything but a 5 star hotel comes with certain basic expectations. The staff doesn’t seem to understand basic customer service, and many don’t speak English, making it difficult for non-Spanish-speaking guests to communicate. I got the feeling the whole staff is new? Luckily being from Costa Rica, we do speak Spanish but it didn't help much as the menu translations were confusing—one dish described as “tagliatelle with shrimp” in English was listed as “seashell pasta with seafood” in Spanish. I confirmed with the waiter that it would be shrimp only due to my mussel allergy, but after a 40-minute wait, I was served seafood with mussels. The waiter didn't understand the mistake or the inconvenience of having to send back my meal and wait longer while my husband ate alone. Room service was also disappointing: breakfast arrived cold and 45 minutes late, without cups for the tea. so they had to go back and forward for another 15 minutes wait (even though the restaurant is very close) Again, there was no apology or acknowledgment. On another night, multiple items we ordered weren’t even available. Every encounter with the staff felt indifferent as if they didn’t care about guest experience. When I ordered a whole grain sandwich and it arrived on white bread, the staff didn’t acknowledge the mistake or see any issue with it. I wouldn't have ordered it if I knew it was going to be white bread. The menu is more like a suggestion of what you might get. I spoke to the managerJavier, who did give an apology but then did nothing to address our concerns. No fixes or goodwill were offered—something as simple as placing a flower from the garden with an apology note in our room, offering a complimentary cocktail, or a promise to improve. Instead, issues continued to pile up. At our last breakfast, we waited 30 minutes for a bowl of yogurt and eggs, despite only one other table being occupied. When I asked Javier to check with the kitchen, he didn’t apologize or say, “Let me get right on it.” During checkout, he simply handed over the bill without acknowledging our complaints, offering thanks, or wishing us safe travels. Even the boat staff seemed unhappy and unwelcoming as they never smile or greeted you. They left us at the dock with instructions to wait on the curb for a car to the airport, without telling us the car type or driver’s name, making us feel abandoned.The lack of training and hospitality left a negative mark on our stay, making it clear that proper customer service is missing here. This is supposed to be a 5 star hotel. They have a very long way to go. Very disappointing.