Casa del Jaguar Beach Hotel

Overall the staff was good, especially in the evening. Twice I went to the bar in the early afternoon on two different days and was ignored. Both times I sat for 10 minutes then finally gave up and left. Swimming pool is very cold, which explained why nobody was in it during our entire 7 day stay. We paid $600 a night for this hotel, and it was not all inclusive. The overall service didn't match the price, especially at check out. We were charged for 2 tiny cans of Pringles and three bottles of water. We explained that there were not two cans of Pringles in our room when we arrived. The clerk looked at us like we were ****** and charged us anyway. Additionally, when we arrived we were told that water and coffee in the room was included. We were charged for 3 bottles of water anyway. When we asked why, we were told that only the refillable glass bottle waters were included, not the cheap plastic bottles. We explained that that was not what we were told. Again, a blank stare that insuinated we were stupid or attempting to scam them. So, we were charged $29 for 2 tiny cans of Pringles and 3 cheap, plastic bottles of water. It left a really bad final impression of this very expensive hotel. We visit Isla at least once a year, often twice. This hotel could have earned our repeat business. Unfortunately, it failed to do that.

Gorgeous hotel in the best location on the island - the end of playa norte. The room was fabulous and very clean, with a nice balcony overlooking the beach club. Oceanus beach club is also one of the best on the island, super comfy beds and shade amongst the palm trees and the pool is also stunning. The beach gets crazy busy during the day with tourists coming off yachts but first thing and evening is absolutely beautiful to be almost alone on the beach. Food in the hotel was also good albeit a little slow especially at breakfast so be mindful of that if you’re rushing off to anything (eg diving in my case). Would highly recommend this choice of hotel.

Casa del Jaguar is a beautiful and very nice boutique hotel with very helpful staff. The location is perfect if you want to stay at Playa Norte. It’s on the beach, but also a very convenient and easily walkable few blocks to the main streets for food and shopping on the north side of the island, and actually about a 15 minute walk from the ferry terminal. The front desk was very helpful with things like renting golf carts, locating various places, and getting around the island. Be aware that the front desk does close at about 10pm each night, so you’ll have to make arrangements in advance if you arrive too late. The restaurant is nice, with friendly staff and right on the beach, and has good food. But because it’s a hotel/resort restaurant, it can be a little more expensive than other places in town. Overall, if you’re looking for a boutique beach front resort experience, then Casa del Jaguar is a great place to stay in Isla Mujeres.

This was a special family trip. Our flight arrived late and we were rushing to get to the hotel before 10:30pm, because that was the closing check-in time. We finally got to the hotel at 10:20pm, but NOT A SOUL was in sight, no one was at the front desk to greet up, no email was sent with any instructions or at least a phone call, NOTHING. We finally notice on the side of the counter some sheets of paper with my name, and the fobs for our room. But where was the actual room, no further instructions were provided! So there we were, wandering aimlessly at night trying to figure out where to go! We finally located our room but no one was available to support us with our heavy luggage! No one even assisted when when we left in the AM several days later! Once inside, the room was immaculate and beautiful, the balcony was the perfect setting and we had a hammock. No complaint about the actual room, location, and access to beach front lounging. But when it comes to the service, I was beyond disappointed, I was disgusted that the staff would be so cold and unfriendly! They pride themselves in having a multilingual staff, but they sacrifice actual customers service by getting non-locals to work here. The friendliest staff were the cleaning staff. Their prejudice and judgment of us determined their treatment and utter disregard for us and our stay, perhaps if we were white and privileged we might have received better service, which is a shame in my own country of Mexico!!!

This was the second part of our 2 week family vacation, 6 nights total! We rushed to get there before 10:30pm because this was the last check in time. We get there at 10:20pm and NOT A SOUL was in sight. We received no email, no call, nothing to let us know no staff would be at the front desk! Several minutes later, we notice on the far end of the front counter some sheets of paper with my personal information and our fobs. But where was our room exactly?! There we were, at night trying yo find our room because no further instructions were left to help guide us. When we finally did find it, we had no help hauling our heavy luggage to our room, heck, not even on our departure day did we get support, front desk guy was looking pretty behind the desk, watching us from a distance and didn’t move until we were pretty much at the door to the registration office. I have no complaints about the beautiful, clean, and spacious room. It had an amazing balcony, a hammock, and amazing beach front access and loungers. But the service was absolutely horrendous! They pride themselves in having a multilingual staff but sacrifice actual decent customer service for this because the only actually friendly staff were the cleaning staff! I wonder how different our treatment would have been had we been white and privileged, perhaps the prejudice and subsequent treatment we received would have been much, much different and better. This is a shame because this is my home country and to see a place like this continue to perpetuate the discrimination and disregard for their own people and cater to one type of traveler is disheartening!!! I will never return and will take my money to a place that welcomes both Mexican citizens and foreigners, and both are treated with dignity and respect!

The hotel charges USD 450 per night, and there was NO HOT WATER IN THE ROOM. No hot water to take a shower, no hot water in the sink. Also the pressure of the cold water was awful. They had to move us to another room, and the shower in the other room was also not working well. The service was OK, but definetely not worth the price they charge. When we asked for a discount in the price because of the lack of water and changing of room, it was denied. I wouldn’t come back and don’t recommend it to anyone coming to Mexico.

This is a wonderful hotel and we would give it a 4.5 if they allowed it. The great: - Beach is amazing - Gorgeous rooms that are clean and modern. Can't imagine there are better on the island. - Beautiful Pool - Fantastic location that is close to "downtown". The good: - Food is really good with maybe a slight wish for more variety. - Included breakfast - Service is good. We have experienced better. But nothing "wrong" with it. The not so good: - Very crowded beach area because of the beach clubs around. We get it as it is gorgeous. But if you are wanting privacy this maybe isn't the best. Overall, this is a wonderful property and we will certainly be back.

I was so excited to come back here with my friend after staying here once before. Several changes and not for the better. Every day we had to wait till after 10-10:30 for them to set up the beach lounges. If we sat it was on a wood platform, perched on the end. I tried so hard to get the shadiest spot but they would not allow me this particular lounge bed, stating it was for the owner. Not once did I see anyone in it You have to throw your toilet paper in the trash. I realize this is an issue for the island but have never in my 14 visits , have had to do this elsewhere(I’ve stayed at Ixchel and Izla Beach hotel) Aside from Sonny, Catalina and Alan? (All 3 were very good super sweet!!) Wait staff were unattentive. Granted we did not order many cocktails or food so we felt ignored, just trying to order lemonade or water. We ordered nachos w/meat All the nachos were soggy and the meat was large chunks and not great tasting at all. I love the location and the ladies that took care of our room were great. Not sure if I’d go back at that price point. Sorry

My husband and I stayed here this past weekend (November of 2023) and experienced nothing but positive experiences. The hotel arranged our transfer from the airport as requested and everything was easy. Our check in was a great experience and our room was large and gorgeous. We had a master suite on the second floor with a partial view of the ocean. The beds and pillows were not too comfortable, but everything seemed new and clean. We loved our room. The included breakfast was delicious and far more than a continental breakfast. We spent the majority of our time at the beach. The service was fantastic, and we enjoyed the food and cocktails. Shout out to Sunny who went above and beyond every moment. The beach, North Beach, is gorgeous with nice sand and clean beautiful blue waters. Since it is a sand bar, there are, as many have pointed out, 30-40 boats docking for the day. This does create quite a bit of foot traffic with solicitors and music. There are a lot of bars and restaurants along the beach ***** providing day parties, djs, and food options. The resort is near town and very convenient to walk and explore the animated town. It was an easy walk but far enough away for a quiet evening. Additionally, the front staff was very helpful recommending restaurants, events and shopping. Lastly, the compassion and empathy of the front desk for our personal schedule and needs was superior. They made difficult travels and maneuvers much easier. We cannot wait to return to Casa Del Jaguar!!