Hotel Santana

We travelled as a group and were lucky with our room. We had large room with two double beds and a large balcony overlooking the lake. The balcony had a bench and chair and hammock - I managed a snooze in it! The view was great and I enjoyed watching the NYE fireworks from it In the room the beds were comfortable, air con good and the bathroom large with hot water, no hairdryer. Initially the WiFi did not work in the room But my husband found the router location and helped a member of staff fix it. I am aware that people in rooms at the front found them unbearably noisy due to pub opposite playing music all night both nights and generally being on noisy road.

Came in late at night, left early in the morning. Bedsheets and pillow were dirty with stains of previous guests 🤢 also cockroach in bathroom. No elevator on site, but staff carried luggage upstairs for us which is a plus. Location is good though.

What was a really lovely stay has since been tainted as the hotel has charged my friend and I for an additional nights stay that never occurred and is refusing to refund us. We thought we had a really lovely stay. Some of the pros of the hotel was the room was a brilliant size and staff were super friendly - after we advised we were leaving early to do the Tikal sunrise tour they organised lunchboxes for us to take when we were leaving at 6am. Furthermore despite the noisy environment, the staffs effort to help us with our early check out made us think this had been a positive experience however we later realised instead of settling the bill we had been charged for an extra night that we did request/ book or use. It has been three weeks and we are still disputing this with the hotel which has been incredibly stressful and time consuming for us. We are still hopeful that this will be resolved and the manager will recognise this huge error and refund us immediately but I would be cautious for anyone staying that requests could be costly if misinterpreted.

Horrible: We had a spider with a giant web next to the safe. There were fresh feces next to the bathroom sink. The roof is metal, so we heard rain very well. There is a major night club across the road, with bursting music in the room till midnight. Good: the view was amazing, all young men (evening/night shift, restaurant) were very nice and attentive. Disgusting: we, as a mid-aged family with a kid, booked a trip to Yaxha for $50 per person, were told that the bus is comfortable and the entrance tickets are included. I ended up begging others to exchange dollars at a terrible rate to pay for the entrance tickets. The mini bus was a beater, bumpy, and was packed with 13 tourist, knees bumping into the next seat, almost touching the chins. They fit 4 rows of seats into originally a 3-row mini bus. Everyone on that bus paid $18 for what we were told ny the hotel is a comfortable trip.