We loved everything about this property. I would have rated everything at five stars. However, they fell short of their customer service on our last day. All the wait staff and bartenders were amazing and very helpful. The front desk staff were great too until we had our big issue with our airport ride. They told us they booked it. It did not arrive at the arranged time. We could have missed our flight. I asked staff more than three times if they were sure they had booked it at 6:15 am and they kept on saying yes. It is not easy to find a cab in Bacalar and Uber doesn't have a lot of availability at all. The main issue here too is that there is no one manning the front desk until 7am except for who I deemed was security. He was not privy to anything about front desk work and arrangements and could not speak English. There is really no one to contact before 7am. What if there was an emergency? And in our case, we needed a ride. He didn’t even have a number for a cab company. Needless to say, staff finally came a bit before 7pm in a cab so we jumped into her cab and luckily made our flight. The hotel is around 35-40 mins to Chetumal airport. Luckily there was no traffic. I was hugely disappointed at the very end as everything was A plus until the event. I hope they can remedy this shortcoming for other guests. Front desk needs staff 24/7.