El Dorado Seaside Suites

Beautiful grounds beautiful hotel unfortunately on leaving I had forgotten some very expensive earrings in the hotel safe. After arriving home I contacted the hotel who informed me they were not to be found (stolen)

We booked a 14-night package holiday to TUI BLUE El Dorado Seaside Palms directly with TUI for over £3,900 as a 5-star restorative break following serious medical treatment. Instead of the restful escape we paid for, TUI and the resort delivered physical pain, disregard for basic accessibility, and appalling customer care. Monetising an Access Requirement: A chronic condition requiring minimal stairs was logged on our TUI booking and emailed directly to the resort beforehand. Despite this, we were placed on the 3rd floor of a building without a lift and told the resort was full. The following morning, an accessible room suddenly became available—provided we paid a £293 upgrade fee. To make matters worse, that lift was taken out of service for building works on our final day, leaving a disabled guest to navigate three flights of stairs repeatedly before a 15-hour journey home. Substandard Accommodation: Our original junior suite flooded across the bedroom floor from a leaking whirlpool within 24 hours. The upgraded suite (room 0306) was far from 5-star standard: stained ceilings, dirty walls, electronic door locks that failed twice (wasting hours dealing with maintenance), and a television bezel literally patched together with tin foil. Undisclosed Closures & Reduced Dining: The main building was closed for renovations throughout our stay without prior warning. While TUI advertises 11 restaurants, unannounced seasonal rotations meant only 2–3 included venues operated on any given evening, with several shut for our entire fortnight. Gagging Order & Total Abandonment: When processing the refund for the unjust upgrade fee, reception presented us with a document demanding we waive our statutory rights and promise not to post public reviews—which we refused to sign. To cap off the trip, pre-booked airport assistance at Cancun never arrived. When escalated in real time via the TUI app while stranded in severe pain, TUI promised a human response in 30 minutes, never replied, and silently closed the ticket hours later. Under UK Package Travel Regulations, TUI is legally responsible for this lack of conformity. As long-standing customers, we are appalled by the complete disregard for guest accessibility, safety, and basic duty of care.

Beautiful resort. Very calm and peaceful. Staff are friendly and always welcoming. Food is AMAZING. Grounds are well maintained and lush. We also appreciated how clean the resort was. Room ac was excellent. Don’t sleep on the Palms. You definitely get a lot of bang for your buck. We’ll be back for sure. Love this place!

We’ve just returned from an amazing holiday, and while the destination and hotel were fantastic, two people in particular made our trip truly unforgettable - Eduardo and Jeorge. Eduardo went above and beyond from the moment we met him. Every evening, he made sure that wherever we went for dinner, we were looked after by his friends. He genuinely cared about us having a wonderful experience, and we actually found ourselves booking restaurants on the evenings we knew Eduardo was working because he made us feel so happy, welcome and looked after. The night after our engagement was especially memorable. Eduardo congratulated us and made such a fuss of us in the restaurant, making us feel genuinely special during such an important moment in our lives. His kindness, happiness and thoughtfulness never felt forced he simply went out of his way every single time to make sure we were okay and enjoying ourselves. Jeorge was equally wonderful. Every morning, he greeted us with the biggest smile and such genuine happiness. Nothing was ever too much trouble for him, and his warm, friendly personality was the perfect way to start each day. He always made us feel welcome and remembered, and his kindness really stood out. People like Eduardo and Jeorge are what make a holiday go from being great to truly unforgettable. They both have such lovely personalities and clearly take genuine pride in making people happy. We hope they know just how much they contributed to our holiday. We’ll remember them long after we’ve forgotten the little details of the trip, and we genuinely hope to see them again one day. We will be returning next year purely because of them! Thank you, Eduardo and Jeorge, for making our holiday so special. You are both absolute stars! ❤️🌴✨

The first week at the hotel was quiet and peaceful. Food was great and so was service. Unfortunately as soon as the other side of the hotel was closed, all changed. Buggies are advertised but still have to walk to reception to get them. We were upgraded to the premium and worse thing they could do. Yes the pool was quiet. The barman not once would smile, the lunch menu was wrong and the only other time we asked for it the waitress rolled her eyes. We were told one day we would have pool drinks service - never saw her again! They have a generator outside the premium service, no idea why it's placed here, but it was like building works outside which would happen in the early morning. Had awful neightbours where the first day the hotel didn't want to know, the 2nd day again nothing happened until very late in the night when they were threatening to punch another couple and trying to get in their room. Police were nearly called but still they were allowed to stay. We asked to move rooms and got told we would have to downgrade! There were so many restaurants not open, or only open at certain times, and even then it was a limited menu. Bars never had drinks menu so you didn't know what you could order. The room service got worse in the 2nd week. The sargassum was awful, and the smell was not great. At no point could you go into the sea. Housekeeping was intermittent service. TUI reps did not want to know. Andrea even turned round and said don't book with the concierge as they want to sell to you, however the other rep said this is how we should book restaurants. Any issues Andrea did not want to know, at one point we were in the office, she turned round and said I know why you are here and walked out! All she was interested in was selling trips, selling vapes to people and make money on the side! There were so many areas that needed repair. Even the jacuzzi by the quiet pool hardly worked.We had multitude nights of no sleep due to neighbours and the sound of the generator. Don't bother using the app, it was hardly ever right. The photos on the sites do not reflect the actual hotel