Casa Prana Hotel in Atitlan

Beautiful facility. Really enjoyed the room, the food, the activities, and more. Juan Carlos (property manager) was really wonderful. The sole concern was that they have live tropical birds locked in cramped cages throughout the property as decorations. Other guests raised their concern about this to us, and we agreed: we went there to enjoy nature and wildlife, not to see wildlife locked up looking quite sad and wishing they were free in the forests. It took away from the peaceful feel. Hope they free the birds, and otherwise a great experience. Thanks!

The short story: New management cancelled our reservation. They provided a curt and vague explanation on why. They then ignored our many follow up messages seeking clarity on whether we could rebook, during which time the other comparable places all became booked up, really creating a headache for us. Just stay away from them. The full story: We were planning a trip for 11 people to Guatemala with a stay at Casa Prana as a key part of it. After many attempts to reach them, I spoke to someone at the hotel about how to book for a group. We then booked our rooms and received a confirm. After that, we booked other hotels, flights and activities around Guatemala. To repeat, they sent us confirms, one of which I attached. Then we got an email from Casa Prana cancelling all six rooms because I had used my credit card to reserve my adult son’s room, which is against their rules for reasons I don’t understand. I immediately went to rebook. The whole hotel was somehow instantly booked – see pictures of their website attached. Their first email response was vague and the second one rude. Neither explained if we would have a chance to re-book. They ignored our many follow up emails and what’s app messages in English and Spanish looking for more clarity. We were told by others in the Atitlan community that there was a change in ownership around the time we booked. New ownership believed they could get much higher prices and were looking to cancel as many reservations as they could. I’m sure they will have some dishonest response below. Look at all the reviews and posts I have on this site. I travel a lot and very rarely have anything bad to say. I’ve never experienced anything like this. Reserve at your own risk!

It’s an amazing place. Just a few things you should know. It’s not a two and a half hour trip from the airport, it’s three and a half . I don’t know why the website lies about this. We booked a transfer from the airport via the hotel and it was an hour late to collect us. We booked a massage at 2 and the hotel booked it at 4. We were locked out of our room for over an hour the night we arrived. All this is fine as long as we get an apology and some sort of compensatory gesture. This was not the case, the manager is incredibly rude and obnoxious, he even tries to gaslight you into thinking you’re the one who’s made a mistake. For £700 a night you’d expect better service than a rude manager that is openly patronizing and refuses to acknowledge his screw ups.