What a great place! Just a few hundred steps from the hotel lobby to the Tikal ruins. Comfortable room with a good shower. They left bottled water in our room every day.

After a hot day of hiking the ruins, relaxing in the pool with some drinks was great! We saw coatimundi, toucans, and the most colorful turkeys you can imagine right outside our room. We loved hearing the howler monkeys!

We enjoyed the restaurant. All the staff we encountered were very friendly and helpful.

We booked the master suite as recommended by a friend, and were absolutely enamored with that space. The cabin is gorgeous--furnishings, linens, amenities, design, everything was beautiful. Totally loved the space and would have given the lodge a full-on perfect review if the management/service was equal to the design and aesthetics of the room.
The master suite is advertised as sleeping 4. When we checked in the sofa bed was not made, and we set about to do so, but no linens, no pillows and a drastically substandard mattress. My adult son could not sleep on that, no way. I went to the desk to purchase an additional room for him, but they were full. Explaining the existing sofa bed was not functional as a bed, the gentleman said it is often used. I inquired if we could get an extra mattress to use, perhaps on top of the very worn, flat spring one, he indicated he would have to ask the manager, but that would be several hours off. We exchanged phone/whatsapp numbers and he promised to reach a solution.
After dinner, i stopped by the front desk to inquire about the solution, he informed me that the housekeeping crew had neglected to set up the extra bed and would do so now.
The sofa bed was transformed into a fine second bed, with an additional mattress, linens and abundant pillows. SUCCESS! But how was the desk clerk so uninformed, and then not follow through as he committed?
Coffee service is included in the master suite, but it never came unless we prompted 2-3 times. We were told to tell evening server, that didn't work, so we tried telling front desk staff AND the server, that didn't work, so the only way to actually get it is to send a message to the desk via WhatsApp. Allow 30-45 minutes for the coffee after ordering it. It will not be a carafe of coffee, but as many single service cups as you ask for. Drink fast, it gets cold quick.
Due to location, we ate all meals at the lodge. The menu looks great, and everything we ordered was palatable, but there are many items they didn't have over the 4 days; 2 of the 3 salads were never available, none of the 4 bowls were ever available, and there are many substitutions, for instance the French toast described as bread pudding, was really just white bread dunked in egg batter. The Pesto Pasta was a favorite... 3 nights in a row.

In general, the efficiency and service in the area of food is lacking. We allowed more than an hour for breakfast, but had to leave without getting served in order to meet our guide. They still charged us, only removing the charge after i was adamant about explaining we had asked 2X for menus, waited 10 minutes after that to order, and after 25 minutes of waiting for 2 orders of scrambled eggs and a bowl of fruit, still had not received our food before leaving. My observation is that there are a lot of staff, but no real organization or training. They are kind, courteous and respectful, but just not very effective.

Day 1, we booked a day-tour from the front desk, the only way to pay with a credit card. The guide arrived 10 minutes late, ate breakfast while we waited (we had already rushed through our's) and then we walked the full distance to the site. Note it is at least 1.5km to get to the actual ruins. About 2-1/2 hours into the tour, the guide told us we had to start heading back as he had another tour at 11. We opted to let him go back without us, we still had so much more to see, and believed we would be there until mid-day at least.
Subsequent days, we opted to go without a guide, information provided by the desk was not very helpful. When asked, we were told that the shuttle transport to the site was provided at 9AM and 3PM. When in reality, it runs continuously between park opening/closing. There is no ATM at the hotel, and all services outside the hotel require cash... guides, day passes, etc. The system to book park entrance on-line was experiencing issues, and we almost couldn't gain access to the park. The desk offered no solutions.
On the AM shuttle, my husband's phone had slipped out of his pocket, we were 3 of only 4 people on the truck. I was just 2 meters from the truck digging in my pack for a tip when my husband realized he didn't have his phone and returned to the truck to look for it. The driver had found it and put it in his pocket. Clearly he was intending to keep it, as he could have called out to me when he found it. We did not tip him, and he became quite agitated, even refused to take us back to the lodge on the afternoon shuttle. I told the front desk so they would be aware, their reaction was not to leave things behind. Helpful--not.

The pool was one of the primary reasons we booked the hotel, knowing we would walking many miles on hot days, and need a cool down. The pool area is run-down. The pool has large pieces of the stucco coming up, creating uneven and scratchy surfaces. There are 6-8 lounges, but drastically under serves the dozens of people in/around the pool. One umbrella provides partial shade for 2 of the benches. Food/bev service at the pool (advertised as a separate restaurant) is minimal, the same menu, same items missing, and if you ask for something else, like hot sauce, it is refused. I ordered nachos which were served without utensils, and had to go to dining room to get them. No ice, no napkins, no water. Maybe it was a bad day to go to the pool. Day 2, no different, but we took our own utensils, hot sauce and canteens.

Check-out was tedious. You're given every receipt to review (how i knew i was charged for breakfast we didn't consume) and they add it up while you wait. Any problem takes a committee to resolve as no-one seems to have authority to do anything without manager's approval.

I wanted to love this place, and like i said, the room was beautiful. But the overall guest conveniences are so lacking--noisy fans, torn screens, uneven walkways, poor lighting outside, weathered outdoor furniture, surfaces, etc. The result was overpriced and underserved.