No geral, este foi um hotel encantador e tinha excelentes comodidades. Comida e bebida ilimitadas pelo preço que pagamos foi ótima.Prós: - Havia muito espaço para configurar na piscina ou na praia. - Não é preciso acordar às 6h para conseguir vaga em qualquer lugar. A maioria das áreas desejadas foram preenchidas às 11h, o que não é irracional. - Nice pista de corrida ao longo da praia. - Carrinhos de golfe frequentes para transporte. - Representantes do spa frequentemente vinham à piscina, então não precisávamos ir ao spa para reservar nossas massagens. - A equipe foi muito generosa com bebidas.Contras/desvantagens: - Serviço de quarto era muito irregular. Às vezes eles chegavam a 20m, às vezes mais de uma hora. - Pedimos um ferro de passar por 3 dias seguidos para passar meu vestido para um casamento e nunca conseguimos. - Checkout tinha uma fila enorme. - Alguns funcionários poderiam fazer treinamento de inclusão. Eu sou asiático-americano e não enfrentei esse tipo de interação em um hotel de 5 estrelas. Meu marido e eu estávamos jantando. Meu marido é belga (descendente de europeus) e foi perguntado pelo nosso garçom, "de onde você é?" Meu marido disse que ele é da Bélgica, mas nós éramos do Reino Unido (vivendo e trabalhando lá). O garçom então disse: "Ah, isso faz sentido, porque ela é assim..." e puxou as pontas dos olhos para dizer que eu tinha olhos pequenos. Ficamos chocados.
starstarstarstar Stephanie Hoang
Enorme hotel con muchas atracciones pero le falta renovar su apariencia. En cuanto a su playa no es nada bonita para los que quieren disfrutar de una linda playa éste hotel NO es el indicado!!!
starstarstarstar Mac g
No tiene buen servicio. El "todo incluido" no lo puedes aprovechar porque se niegan a atenderte en los restaurantes, aun cuando estás dentro del horario y el room service que es "24 horas" pero tardan horas en contestarte.La alberca estaba helada (me metí como 10 minutos y mejor me salí), por el nivel de hotel deberían ponerle un poco de calefacción en invierno.En la habitación no nos pusieron agua potable, tuve que marcar a las 2 am porque no aguantaba la sed... me contestaron después de media hora y se tardaron otra media hora en llevármela. Para transportarte dentro del hotel necesitas tomar carritos de golf que se tardan demasiado en llegar, me tocó esperar hasta 40 minutos para que me llevaran a algún lado e incluso hubo días en los que tuve que caminar (es demasiado grande el hotel como para caminar).Un día se fue el agua en la habitación y por poco pierdo mi reservación del restaurante porque no me podía bañar.Los restaurantes están llenos todo el tiempo, tienes que reservar con 1 día de anticipación y no te dejan entrar en traje de baño.. no hay servicio de comida cerca de la alberca.
star Eva María Robles
This place is simply a dream.I love it & I wish I could come back at least twice a year.Food is amazing, everything is clean, well manicured & well kept.Staff is friendly and will do whatever you ask.There are pools for every type of crowd, great shows at night, I honestly never want to vacation anywhere else, ever.I love El Dorado Royale!
starstarstarstarstar Amy Jones
Disappointing! We were there for New Year's Eve and the resort didn't meet our expectations then and still today (We are still waiting for the Chief Concierge to contact us(7 weeks after our visit). We were in building 1600 which is a great location but outside of our room there was constant trash and bottles in the hallway! The food was below average. The alcohol is top shelf. The resort did have a very nice New Year's Eve party on the beach followed by a wonderful brunch the next day on the beach.Overall, a below average stay. My wife and I go to Cancun often. There are better options than this resort (Valentin Imperial). Too bad. We were hoping for a better experience.We did meet with the Chief Concierge when we checked out. She was going to email us something and are still waiting... Oh well, when the Chief Concierge doesn't follow through you know service isn't important. We have sent 2 emails requesting her follow up, but nothing from anyone.
starstar Alan Runkel
Overall this was a lovely hotel and had great amenities. Unlimited food and beverage for the price we paid was great.
Pros:
- There was plenty of room to set up at the pool or beach.
- No need to get up at 6am to get a spot anywhere. Most of the desired areas were filled by 11am, which isn't unreasonable.
- Nice running path along the beach.
- Frequent golf carts for transport.
- Spa representatives frequently came to the pool, so we didn't need to go to the spa to book our massages.
- The staff was very very generous with drinks.
Cons/downsides:
- Room service was very spotty. Sometimes they came within 20m, sometimes it was over an hour.
- We asked for an iron for 3 days in a row to iron my dress for a wedding and never got it.
- Checkout had a huge queue.
- Some of the staff could do with inclusion training. I am Asian American and haven't faced this kind of interaction at a 5* hotel. My husband and I were having dinner. My husband is Belgian (of European descent) and was asked by our waiter, "where are you from?" My husband said he's from Belgium, but we were from the UK (living and working there). The waiter then said, "Oh that makes sense, because she's like this..." and pulled the ends of his eyes to say I had small eyes. We were shocked.
starstarstarstar Stephanie Hoang
Este não é o meu primeiro "tudo incluído", já fiquei em muitos.13/01-20/2022, 8 dias. Dou a este resort uma classificação média por estes motivos:O resort carece de um "buffet de almoço" perto da praia/piscina. A conveniência de poder vir da praia/piscina e ter a escolha de frutas frescas, um hambúrguer, batatas fritas, saladas, opção de buffet, em vez de ter que ir a um restaurante e pedir um menu limitado. Para a seleção de jantar, há muitos restaurantes para escolher. A comida é boa, porém as porções são pequenas.A piscina principal não tinha a conveniência de ser servido bebidas, havia apenas um servidor trabalhando na piscina principal e a água estava muito fria para ir para o "bar aquático". A água da piscina deve ser aquecida durante a entressafra. A temperatura média do tempo durante a nossa estadia 75-80 graus e a temperatura média em janeiro é 81, à noite 68, mais uma razão para ter a piscina aquecida. Tivemos que trocar de quarto. Nosso primeiro quarto foi a "suíte júnior de luxo" no prédio 44. O quarto estava em mau estado. A iluminação é muito escura. Não há uma luz perto do armário tornando muito difícil ver qualquer coisa. Várias luzes estavam apagadas, não havia toalhas e uma das duas pias estava tão entupida que a água não escorria. Durante a troca às 23h30, acidentalmente deixei minha bolsa de cosméticos para trás, da qual nunca foi entregue como perdidos e achados. Eles nos mudaram para uma "suíte real". Iluminação muito melhor, no entanto, ainda há alguns problemas com as luzes apagadas, a porta deslizante para a varanda é muito difícil e pesada de abrir. A água parou de correr durante o banho do meu marido enquanto estava cheia de sabão e não voltou até 40 minutos depois. Nossos amigos viajaram conosco, isso aconteceu com eles na mesma noite, prédio 41. Como isso é aceitável?Os jardins do resort são lindos, bem conservados muito espalhados. A equipe do hotel é agradável e os shows à noite foram incríveis.
starstarstar Linda Catania
This is a fantastic resort to enjoy with a large group and while relaxing as a couple. 12 person group went for 5 days and had the best time! Resort amenities, staff, and appearance are top notch. The beach was washed out down to the bed rock in many places, but made for interesting opportunities to find fossils and sea creatures.
starstarstarstarstar Tom B
What an excellent time we had.All the employees were so welcoming and warm to us.I must say that Andres (Drew), Benjamin (Ben) and Salvador were awesome and took really good care of us.The food, service and entertainment was awesome!We went to the Mexican Fiesta, Awesome!!!Thank you for such a wonderful time!!!
starstarstarstarstar Mark Nave
This is a complicated rating. The venue and facilities were excellent.Some of the service was undesirable. Didn't seem to have enough people. Lastly I thought the food was awful.The chefs or cooks really don't know how to prepare dishes.They were more worried about presentation rather thanquality and taste.Food can have good presentation but it doesn't mean it is good.I am giving 3 stars just on the cleanliness and appearance. We did have some good service by some of the staff. If the food was better I would give them 4 to 5 stars.
starstarstar Eric Powers
Physically this is one of the most beautiful Resorts I have stayed at and the rooms are simply gorgeous but some of the features lack function like no dressers in the room and the lighting is very romantic but you can't find anything. Food was good & plentiful but definately not gourmet. Bar would met most expectations. Where it really fell down was in service as concierge is really just a Salesman for their travel Club.
starstarstarstar James Weissman
This is not my first "all inclusive", I have stayed at many.
1/13-20/2022, 8 days. I give this resort an average rating for these reasons:
The resort lacks a "lunch buffet" near the beach/pool. The convenience of being able to come from the beach/pool & to have the choice of fresh fruit, a burger, fries, salads, buffet like option, as opposed to having to go to a restaurant & order off a limited menu.
For dinner selection there are many restaurants to choose from. The food is good, however, portions are small.
The main pool lacked the convenience of being served drinks, there was only one server working the main pool & the water was way too cold to go to the "swim up bar". The pool water should be heated during the off season. The average weather temperature during our stay 75-80 degrees & the average temperature in January is 81, at night 68, all the more reason to have the pool heated.
We had to change rooms. Our first room was the "luxury junior suite" in building 44. The room was in disrepair. The lighting is too dark. There is not a light near the closet making it very difficult to see anything. Several lights were out, there weren't any towels & one of the two sinks were so clogged the water did not drain. During the switch at 11:30 pm, I accidentally left my cosmetic bag behind, of which it was never turned in to lost & found.
They switched us to a "royal suite". Much better lighting, however, still some issues with lights being out, the sliding door to the balcony is very difficult & heavy to slide open. The water stopped running during my husbands shower while full of soap & did not go back on until 40 minutes later. Our friends travelled with us, this happened to them the same night, building 41. How is this acceptable?
The grounds of the resort are beautiful, well kept very spread out. The hotel staff is pleasant & the shows at night were amazing.
starstarstar Linda Catania
Las instalaciones son preciosas y la comida riquísima. Pero la atención de algunos empleados y organización de la boda de mi primo dejó mucho que desear.
starstarstarstar Tania Rebeca Ramírez Luna
Espectacular el servicio y la atención de todas las áreas del hotel es impecable muy amables muy atentos el lugar está increíble la comida de los restaurantes no tiene ni una sola queja por el contrario el sabor superó por completo mis expectativas muchas gracias a todos hicieron unas vacaciones inolvidables Jimmy del restauran fuentes Oscar el mesero del restaurante Jesús e Isabel de animación en fin a todos de nuevo muchas gracias!
starstarstarstarstar OMAR Castañeda
Muy hermoso todo. Habitaciones de lujo, super cómodas, frigobar, piscina. En resumen, una experiencia formidable.
starstarstarstar L. Alberto Cabrera
It's shocking to read that this is considered an upscale, all-inclusive resort. This was not our experience at all.
In our group of people, check-in took over an hour each. Rooms were not available when we arrived, either. When we got to our rooms we were shocked... Nothing worked. Our main phone didn't work, we had poor water pressure with lukewarm water, our TV wouldn't turn on, the blow-dryer didn't work, and the jacuzzi would not plug.
The all inclusive food and drinks are subpar, at best. There is no fresh guacamole or salsa, it comes straight from a jar. You cannot order food poolside and must go to a sit down restaurant to eat. There is room service, but you are limited as to how many entrees you can order at once. The portions are extremely small and there is very, very limited seafood. The food is not great- bland as can be. The drinks are watered down and when it gets busy at the pool, they simply stop making blended drinks. When it gets busy at the bar, they stop making everything. Upon asking for a martini, I was given a shot of vodka with an olive in a plastic cup. For the money, I expect a little better.
The pool is fine, but the hot tub didn't work and the other one was a 15 minute walk away. The bar at the pool is small and gets crowded and there are not many additional options to get a drink. There are not many additional options for pools, either. Additionally, there are many hidden extra charges. You want Sake at the Japanese restaurant? It will cost extra. You want a blended drink in a fun, coconut cup? It costs extra.
The beach is not well kept, you are better off walking 15 minutes to the nicer resorts and using their beach which is beautifully maintained.
The late night tacos were delicious and one of the few things worth eating. Overall, I was very disappointed and have no intention of ever going back.
star Morgan S
Gorgeous property with a grand lobby and clean, luxurious facilities. We loved all the restaurant options, the friendly service, and the big property with plenty of space to move around (lots of pools, beach seating). My only disappointment was that there weren’t more grab and go food options or snacks. Our family was very well taken care of by the attentive and jovial Ivan P- excellent experience all around!
starstarstarstarstar Joell Maisano
Food was great! Staff was great! Grounds were well taken care of. Beach was good and well maintained, lots of rough footing from the rocks in the water. Pools were all beautiful. We look forward to returning. Look for the mixologist Angel and the drink cart.Visit Sammy at LaIsla and have a shot of Tequila for us!
starstarstarstarstar Craig Smart
So beautiful if your traveling with no kids. Make sure book the adult side. So peacful
starstarstarstarstar E L
Lots and lits of pools, but not much beach to lay on its mainly pools. Not top shelf liquor unless you specifically ask for it you get well! Plus, Steak and Lobster were EXTRA at an "All Inclusive" Good was good, room.service was horrible. Not enough beach minus a star, extra cost on certain food minus a star, horrid room service food and takes forever, minus 3rd star. Need to step it up for the price they charge there are tons of other hotels with better offers and food and beach!
starstar Michael Golumbeski
Gorgeous property with a grand lobby and clean, luxurious facilities. We loved all the restaurant options, the friendly service, and the big property with plenty of space to move around (lots of pools, beach seating). My only disappointment was that there weren’t more grab and go food options or snacks. Our family was very well taken care of by the attentive and jovial Ivan P- excellent experience all around!
starstarstarstarstar Joell Maisano
Tivemos nosso casamento lá algumas semanas atrás. Foi um lugar maravilhoso a equipe e a comida eram excelentes. O local era muito limpo. A comida do serviço de quarto era tão boa e os do restaurante eram inacreditáveis. A equipe que eu diria é a melhor. Piscinas eram limpas, nosso quarto limpo e refrigerador abastecido. Recomendo este resort. O serviço de transporte de e para o aeroporto era pontual e resolveu todas as preocupações. Indo e voltando do resort
starstarstarstar Bradley Woosley
Es un exelente lugar para relajarce y disfrutar de la playa y un exelente servicio.
starstarstarstar Victor Manuel De La Cruz Alberto
Un hotel de lujo,nos regresamos con la mochila llena de recuerdos muy agradables de nuestra estadía en el hotel y el personal del hotel muy atento. Saludos para Silverio y Josue, que trabajan en la isla y el cocotal. Muchas gracias
starstarstarstarstar Saulo Chavez
La atencion que recibimos en todas las areas que visitamos fue exelente recomndado ampliamente para los wue quieran conocer
starstarstarstarstar Moises Jimenez Chavez
Pros, excelente ubicación, buenas instalaciones para desansar y relajarse Contras: La comida es medianamente aceptable, y faltan actividades de diversión por las noches
starstarstarstar Jose Hernan
Love this resort. Had a swim up room. Great food options. Beach not good and due to hurricanes they have placed many concrete forms to help control in future but has changed its former ambience. Def an eyesore. If you want nice beach go to their sister resort at Maroma.
starstarstarstar Diann Smith
Ok, so I am not saying I am a world traveler, but I have been to a lot of places. My husband and I said we would never go back to a place twice because there is so much to do in this world. But here we are. We love El Dorado so much that we are going back again. I loved our room, I loved our service, I love the look of the resort, I loved the walk on the beach. The food service the swim up suite to the main pool is the best, I highly recommend this for anyone staying.
starstarstarstarstar Monica Ramey
Had our wedding there few weeks back. Was a wonderful place the staff and food were great. The place was very clean. Room service food was so good and the restaurant’s were unbelievable. The staff I would say is the best around. Pools were clean , our room clean and fridge stocked. Would highly recommend this resort. The shuttle service to and from airport was on time and took care of the worry. Getting to and from resort
starstarstarstar Bradley Woosley
This resort is gorgeous. The grounds are stunning and the staff is so friendly. The food is phenomenal and the drinks never ending. There are multiple pools that you can access from anywhere. We had a swim-out room that still had ocean views. The culinary experience is out of this world. Everywhere is the perfect photo location. I cannot wait to go back!
starstarstarstarstar Hannah McGrew
Atendimento lento, piscina fecha 20h, restaurantes fecham 22h, não indico para ninguém, pior custo benefício que já vi.
starstarstar Evandro Denani
Lá tudo é lindoamei nota 100
starstarstarstarstar Edynaldo frança
Bonito
starstarstarstarstar jose luis ERIAS HIPOLITO
Visitamos el hotel la semana del 27 de Sep al 2 de Oct y muy bonitas instalaciones y la comida muy rica de los restaurantes. Muy buena atención de los meseros Naomi, Sarai y Onorio. No le pongo 5 porque creo que no recibimos buena atención de nuestra concierge, cuando llegamos no sentimos esa hospitalidad característica de la cadena, y prácticamente nos dijo que quieren hacer, cuando debió de sugerirnos alguna actividad o restaurante apesar de que le dijimos que acabamos de llegar, si no hubiéramos visitado anteriormente otro hotel de la cadena, no hubiéramos sabido que función tiene el concierge, pareciera que más bien nos hacía un favor en lugar de darnos atención, a veces teníamos que repetirle las cosas 2 o tres veces en la misma plática, se le olvidaba lo que le podíamos, si no fuera porque ya habíamos visitado otro hotel de la cadena creo que no nos hubiera ofrecido ninguna amenidad ya que íbamos celebrando aniversario. Incluso programó un desayuno a la habitación en día equivocado. Otra cosa negativa es que la zona es muy rocosa lo cual hay muy poco espacio para entrar al mar y se encuentra en zonas alejadas nosotros estábamos hospedados en Hotel Casitas y teníamos que ir hasta la sección del Royale y no hay bar cerca o alguien que esté patrullando para ofrecer alguna bebida.
starstarstarstar Roberto Avalos
Muy bonito . Super bien cuidado excelente atención de tooodooo el personal q tienen. Parece un pueblito de sueño.
starstarstarstarstar Marisela Narvaez
What an great place from the friendly staff, amazing food and outstanding all inclusive I would recommend for anyone. The resort has three properties that range from family to all adult, they have something for everyone.
If you have the opportunity, enjoy dinner at Fuentes Culinary Show. A spin on Iron Chef, a 5 course dinner with each course being paired with a great wine and live music.
From start to finish, it was EXCELLENTE'
starstarstarstar Capt'n Mike
WARNING!!! The stairs are not safe!!!Read my review I have the pictures to prove. I gave this property a 3 star rating based on our recent visit.Our first visit was 10 years ago and I would have given it a 5 star rating back then. But after this visit not so much.My husband and I decided to celebrate our 10 year anniversary here along with 4 of our close friends. We stayed at the Casitas 3017 which has gorgeous room, views and swim up pool. Expect to spend at least 2 hours checking in and setting up dinners with your concierge. Ours took about 3 hours collectively after several visits back and forth to the concierge. In my opinion unnecessary waste of our vacation.A list if issues we had: 1. It took 2 days to restockThe mini fridge 2. Requested a bottom room due to my aunts medical condition. Going up and down those stairs were not safe for her. This was expressed several times as a concern. 3.We booked what they call as a culinary experience (Fuentes restaurant) it's$10 per person.After signing the charge that would be on my card 2 days later the concierge came to us and told us it was going to be an additional $55 per person because of an event that was going on.This wouldn't have been a problem had this been told to me at the beginning. 4. Booked an excursion while on our side it went well but for another couple who was joining us not so much. They tried to book at the main lobby and then it became where the reps were throwing swings at each other in front of our friends 😒 5. At night there is an awful sewer smell that will wake you up from a dead sleep.After several other incidents that occurredwerequested to speak with the manager Jose. Due toan emergency on the property with other guests, we were unable to get ahold of him. When we were finally able to meet with him, he was fantastic. Attentive to our concerns. He did offer us a free night stay for a future visit to help change our mind. We were extremely grateful for that as we were not looking for anything but only wanting to help improve what we felt was negative experience for us.We left our conversation feeling confident our feedback would help. Here is where I'm very angry!Last night there my aunt is walking down the stairs she trips, she trys to catch herself by grabbing the railing and it broke in her hand! The wood on the railing was all rotten! A very nice security guard started checking the railing as he is slightly tugging on it the wood is falling apart and he says oh no!! This is not safe be careful!He taped off the railing and I did request to speak with a manager that night. No one contacted us. I even emailed pictures to the manager and no communication was made. At checkout I again requested to speak with a manager and no one was able to come and talk with us. After learning what the emergency was The day before which was an entire staircase collapsed while the couple was on it! How dangerous! This couple had to be rushed to the emergency room. Then the staircase from our rooms were completely rotted it's extremely concerning.In my opinion until these stairs are fixed or properly inspected throughout the property no one should be staying on the top floors. It is extremely dangerous!! Hopefully by leaving this review others will at least think twice and check the staircase before Walking up and maybe a manager will eventually contact us.
starstarstar Jessica Barton
Overall I had a good experience, it was a nice resort, friendly and helpful staff, and the food was good.I have a few tips for anyone planning on going, go to your scheduled COVID test 30 minutes early because the line can get very long.Do not go to the “1 hour” meeting for the membership.I went because they offered us a discounted beach massageand a free dinner on the beach.It took over an hour and the sales reps are extremely pushy. They will keep lowering the price and sending more people over if you say no.Ultimately I was able to escape without signing up for anything lol but it took about an hour and 35 minutes.It was very uncomfortable and I highly do not recommend.We booked transportation and some excursions with amstar and those were great. Overall it was a good experience.
starstarstarstarstar Lucas Pelfrey
As bebidas são muito diluídas. 0 a 1% de álcool. Os quartos não são os mais limpos. Quartos muito abafados. O quarto dos amigos não tinha água quente e sua televisão não funcionava. A banheira de outro amigo teve um vazamento e inundou seu quarto. A comida parecia boa, mas não era muito boa. Serviço de transporte, Amstar- não foi útil. Os jardins são lindos. Os funcionários são muito simpáticos. O spa era bom. Eu não voltaria, nem recomendo este resort.
star Diana M
Super bonito elegant, te reciben muy amablesrecomendado al 100
starstarstarstarstar Elvia Zepeda
Overall I had a good experience, it was a nice resort, friendly and helpful staff, and the food was good.I have a few tips for anyone planning on going, go to your scheduled COVID test 30 minutes early because the line can get very long.Do not go to the “1 hour” meeting for the membership.I went because they offered us a discounted beach massageand a free dinner on the beach.It took over an hour and the sales reps are extremely pushy. They will keep lowering the price and sending more people over if you say no.Ultimately I was able to escape without signing up for anything lol but it took about an hour and 35 minutes.It was very uncomfortable and I highly do not recommend.We booked transportation and some excursions with amstar and those were great. Overall it was a good experience.
starstarstarstarstar Lucas Pelfrey
Drinks are very watered down. 0 to 1% alcohol. Rooms are not the cleanest. Very muggy rooms. Friends room had no hot water & her television did not work. Another friends bathtub had a leak & flooded his room. Food looked good, but was not very good at all. Shuttle service, Amstar- was not helpful. The grounds are beautiful. The staff are very nice. The spa was nice. I would not return, nor recommend this resort.
star Diana M
Excelente lugar para vacacionar gran ubicacion increíble personal y atención a las necesidades muy buen ambiente me gusta mucho. 100 recomendado aunque para playas la del dorado Maroma es la mejor.
starstarstarstar Arlin Velasco
Buen sitio para vacacionar y tiene comunicación interna con sus complejos adjuntos como Nikelodeon
starstarstarstar Agustín Serrano
Excellente vacation resort with so much to offer; along with it's sister resort. Salt water pools, lagoon, tequilas, tastings, chef wine pairing menu. Concierge are available at numerous locations on theproperty. I highly recommend a consult with them dailyabout available activies or take a bike walking tour. Clean, sanitary secure and spacious so everyone can have alone time, if needed.
starstarstarstar Sharon Allen (SDALLEN)
Perfeito para relaxar, pois aceita só adultos. Tudo muito bem cuidado com vários restaurantes e bares. O visual é incrível...
starstarstarstarstar San Souza
Extraordinariolas casitas lo mejor q e visto todo el diseño
starstarstarstarstar Jose Rodriguez
Excelente lugar se recomienda por su atmosfera de gran calidad y elegancia.
starstarstarstarstar Luis B
For some reason my full review wouldn’t post the first time …….Stay away from this resort at all costs!!! Phil Woodward, James Adkins, Myra Castro amd Dulce Lopez are unprofessional, liars and thieves.All of them work in the membership office at the resort.They promised us a resort in Baja CA if we bought a membership with for $8k, which we did.Less than a week later we found out a month prior to buying our membership El Cielo was no longer part of the membership. They knew this and lied to us anyway. But then promised us they would refund us our money in full.Fast forward two months later. This is still unresolved and now they want us to pay a $1200 cancellation fee.I send multiple emails with no response.The check in process was also a nightmare once we got to the resort in July.They put us in the wrong room.We paid for a swim up suite which was they overbooked by mistake and we hadto spent the first night of our vacation in another room which was less money and not what we booked. .We were informed we could move the next day at checkout time - 2pm to our originally booked room, which meant our first day of our vacation we had to wait around for the bellhop to move us.Mexico was also having a terrible problem with seaweed on the shore. The resort smelled disgusting anytime you walked past the beach not to mention that thebeach was unusable.The resort also provides a free covid test 2 days prior to returning to the states.Well, this process was unorganized and a compete mess.The staff in charge were messing up everyone’s passportsand getting confused what covid paperwork went with who’s passport. I don’t believe the results were accurately assigned to correct ppl since nothing was in order.Plus they were rude and yelling at us.The drinks are free however VERY watered down.The food was just ok.Nothing outstanding.Forget trying to go on any excursions from the resort.The roads are under construction and to go less than a mile will take over 4 hours in the car.That means you will have to leave super early to make the time for your excursion and spend 1/2 the day in the car going to and from and get back to the resort super late.I don’t not recommend this hotel by any means. Mexico is our yearly vacation resort and this will be a definite pass for us in the future. I recommend Secrets Playa Mujeres.They have swim up suites as well.
star Lori Shore
Lugar fantástico com diversos restaurantes, bares e piscinas.Muito bem cuidado. A noite com a iluminação fica fantástico!
starstarstarstarstar Sandra Souza
Excelente para parejas, lo ame!
starstarstarstarstar Regina Arteaga
Precioso hotel, pero la gerenta del spa del dorado, es una prepotente, grosera y sin educación. Me toco ver como le habla a sus empleados y sin duda es una bullyn.
star Alpirez Ruth
El lugar más hermoso y acojedor. Todo muy limpio y agradable. Ideal para ir solo o con tu pareja.
starstarstarstarstar Drew Ala
Loved this place! Truly enjoyed my time! Love the pools, the private cabanas, the privateconcierges were excellent! Wonderfulrestaurants! Beautiful grounds, wonderfulatmosphere! Would certainly come again!
starstarstarstarstar Sharon Mitchell- Terry
Amazing Resort, everyone was so pleasant and ready to help you to make sure you had a great time. The receptionist,bartenders, bell boys, waiterswere all so great!. And the place was just so beautiful, walking at night and hearing the ocean waves while stargazing was my favorite part of this trip.
starstarstarstarstar The Review Guy
I write this review as a current hotel guest.First off, after reading the negative reviews we were a little nervous about our upcoming trip and how the experience was going to be, after being here 2 days now all I can say is WOW 10/10. Please whatever you do, do NOT let those negative reviews deter you from this paradise resort. The people, the food, the grounds are spectacular. I’ve traveled around the world, and can honestly say this place is in the top 4 places I’ve stayed. If you’re looking for fun, relaxation and a true break from life! Look no further, we’re having a blast!!! Thank you Juan our bar tender, and Jamie and the other staff, thank you thank you! We will definitely be back… but first well enjoy our next 5 days.. ;)
starstarstarstarstar Troy Noble
From the moment my wife and I arrived at the resort, Casitas workers were friendly, helpful and caring. We had never done an all inclusive vacation before and we certainly understand now what the big deal is. The resort is gorgeous. They work hard every day to make it so. Accommodations are comfortable, especially the mattress on the bed. The views are peaceful. The food and drinks are delicious and unlimited. The best part though are the hard workers who do everything they can to make your experience exceptional and memorable. We especially want to thank our concierge friends, Emiliano and Emmanuel. They worked hard, above what they are expected to do to assist with some extra needs we had. We are very grateful for them and for the other Casitas staff. See you again sometime!
starstarstarstarstar Chris Ruzicka
El Dorado Royale is gorgeous! Casitas is the way to go.. It feels private and the staff is attentive to all guests. We'd like to thank Raul in particular for giving us an excellent experience. He served us our drinks at the Fuisantes Bar and made sure we were always taken care of while hanging by the hammock/cabana area on the beach. He goes above and beyond for ALL of the guests. We normally don't write reviews but wanted to share our experience so you ask for Raul next time you stay at this resort.
starstarstarstarstar Myriam Villarreal
Super lugar
starstarstarstarstar Miguel Sánchez P. (MISAPE)
I can't describe it beautifully enough! It was absolutely the most relaxing, clean, gorgeous, friendly place ever! My favorite part was how each section of Casitas shares a main pool with swim up bar. We had some great hilarious conversations with strangers who who became instant friends. We looked to meeting poolside everyday! The room has an indoor and outdoor enclosed shower and a huge jacuzzi in the room and a small private pool outside the patio doors when you don't want to mingle but still be in the water. The wait staff are always ready to bring you a drink!
starstarstarstarstar Pratima Dayal
Pros:
- LOVE the sustainability focus
- Staff is very kind, fun, and accommodating
- Rooms are beautiful! And comfortable!
- Everything is always clean
- Many areas to lounge, never felt like it was a competition to find a spot for the day
- The resort is large enough that I often felt like we had the place to ourselves
- Walking around at night is idyllic
- Beach is well maintained, raked daily
- I think they use something other than chlorine in the pools which made it very nice and fresh feeling
Cons:
- Food was not what I would call gourmet
- Not enough food that actually comes from the area, would love to see more traditional Mexican food.
- The drinks are made with strong mixes that I didn’t like. Even the extra charge coconut drink was not fresh. Bartenders are so great though and will adjust the drinks if you ask. They are just not provided the ingredients I prefer for a beach drink (like fruit juice)
- You need a reservation to eat. No room at any restaurants for our stay, we ate late to get in (9PM). Guests seem to make reservations and then don’t show up, so you’re turned away when there are many empty tables.
- Whatever rules there might be aren’t well posted so we often felt like we were accidentally breaking them.
- Water is difficult to find, I have a sensitive stomach and didn’t want to drink the tap so I was often asking waiters or bartenders to fill my water bottle. There were glass water bottles in the rooms but only 8 in ours and they were never refilled.
- I was one of the youngest people there (26) which occasionally made me uncomfortable (not the resort’s fault - just the other guests).
The bottom line: I am overall definitely not upset about the experience! I had a wonderful time with my loved ones, swimming in the ocean daily and spending time together in such a beautiful place.
starstarstar L Zebell
Personal concierge failed four times to reserve my requests for restaurants and/or perks . Also received two phone calls at 5:30 am to confirm a breakfast reservation that we did not book. Then we were supposed to have the honeymoon package which was not set up when we arrived. WE had to track down the correct person to fix it. We got a call on the last day asking when we would like our room decorated when they had done it two days prior. Then we signed a receipt at check out for the $50 we had spent on special drinks and sunscreen, but got home and they actually charged us $340. Go somewhere else where they don’t try to cut corners when we paid a lot to stay at a 5 star resort. 2.5 stars at best with mostly free drinks.
star Brittany
Extremely over priced for the service and quality of food and drinks you receive. I only stayed here due to my friends wedding. The ceremony was beautiful but the service while we were here was terrible. It was like everyone was mad we were there unless we offered them money!! For over $500 US a night, I shouldn’t have to tip someone to get a drink. Rethink your stay, there’s plenty of nicer places!
star Ally M
Very clean resort with very, very friendly staff!!!
Stayed in a swim-up cassita, and the room was fabulous!!!
We had two issues with the room:
1. After the first day the inside shower no longer had hot water. The outside shower had hot water. So, we used it instead. Fortunately, the weather was good. So, we did not have to deal with rain.
2. The AC control did not work, but we called the concierge and it was fixed in very short order.
Make sure you check that everything works when you first get into your room.
Also, be mindful that this resort is all-inclusive, but they have constant offers for other food items or drinks that are not on the menu. They will charge it to your room, and you will pay at checkout.
Our room was also lacking bright light. We have good eyes and it can be relaxing. However, someone with weak eyes may have issues.
You will also be approached by the concierge to sign up for the timeshare club.
starstarstarstar Joel Lynch
Beware! Not as advertised. This is not a truly all inclusive hotel. They up sell you on everything. I.e. "Fuentes Restaurant Culinary Experience cost me $200 ($50 per person for the wine pairing). In order to reserve a table for Christmas I had to commit to buy a bottle of champagne for $100 (there were more expensive items). A "$500 credit" was included in my purchase but they use some bizarre math to credit portions of the credit to your purchases )I still had to pay $600 at check out). Staff are consistently looking for tips. They will also try to get you buy a "membership" to their time shares, which they insist is not a time share, but it basically is. After the one hour hard sell (this is required to get a discount on their $175 per hour, per person basic massage), I hard to scrub the stink of the sleazy salesman off of me. Bottom line is there are better all-inclusive hotels in Cancun that I would recommend before this place, in terms of service, cost, food and decor.
starstar Kirk Miller
The staff are very welcoming and friendly throughout the resort. The room was clean and well-maintained. We found the bed comfortable. We were unable to visit all the restaurants during our visit, but can say the food is above average for an all-inclusive The beach is a disappointment. It is narrow and the view is marred by man-made reef structures just off shore. We spent more time at the pools.
starstarstarstarstar Verified Hotel Guest
We especially liked the staff such as hotel employee The "up-sell" we received from the concierge
starstarstarstarstar Eric
Good food options throughout the resort. Staff was friendly and helpful. Lot of options for pools which is a plus. Pool beds were pretty comfortable. If you are close to a bar or a wedding party they will blast music until 2am. Wedding was insanely noisy. Hotel did not warn nor did they really care or do anything about. Felt like I was sleeping in the middle of a club. This led to a lot of weird dreams
starstarstarstar Zachary
There is nothing this hotel offers, from its amenities to its waitstaff, that justifies the price and the time wasted spending your vacation here. The best part of my stay here was the room, which was spacious and clean. The staff was rude and unaccommodating, this hotel offered none of the water sport activities other resorts did, and the beach side was a seaweed filled mess. The food was sub par, there wasn't any variety to the six or so restaurants on location.
star Verified Hotel Guest
Portuguese
English
Spanish
French
Armenian
Italian
