My husband and I stayed at Mata Rocks for two days at the end of May. All the other reviews were spot-on with regard to the cleanliness of the hotel. It is definitely well-maintained and has a fantastic view of the ocean.
We received a complimentary upgrade to a suite, which was unexpected and a nice surprise. The suite was well apportioned and had a small kitchenette, which was nice. Overall, this hotel is a great value!
After reading reviews about how wonderful the service is at Mata Rocks, we were sorely disappointed with the service. Let me qualify that statement by noting that the majority of our interaction was with the bartender, who checked us in, setup breakfast in the morning, and tended the bar. Overall, her attitude left the impression that was that she was not interested in interacting with the hotel clients. She was curt, unfriendly, and I don’t think I saw her smile once.
My husband and I are pretty low-maintenance travelers. We don’t expect a lot, especially from a value hotel. A simple greeting and a smile is enough to make us happy. The bartender’s attitude was noticeable to the point where we would go to the bar for breakfast and she would not greet us with “Good Morning” or “Hello”. My husband and I always initiated a ‘Good Morning’ and made multiple attempts to engage her in conversation. It was like pulling teeth. When we asked about using the hotel bikes or local restaurants she recommended, she seemed annoyed. When you are on vacation, you shouldn’t have to work to try to ‘win over’ the staff at the hotel. At a minimum hotel staff should be friendly and eager to make you feel like you are welcome.
At the end of our stay at Mata Rocks, we were ready to go somewhere else with a friendly atmosphere and more positive vibe. We stayed at other hotels during our trip to Belize and the service was a stark contrast to what we experienced at Mata Rocks. Given our experience with the service we would not return and would not recommend Mata Rocks to friends.
The service at Mata Rocks needs to be revisited. Perhaps they should hire staff that enjoy interacting with people or that are interested in making a little bit of effort to greet their customers. It’s such a shame because the hotel itself is wonderful and has so much potential.
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