El Dorado Royale by Karisma

We have been to Mexico on many occasions and stayed at 5* resorts, the El Dorado is definitely not in that category. To start no particular welcome when we arrived even though we were asked if we had been before which we hadn’t. No information given just a tiny map and told that there was buffet restaurant and we could go to the pizza next to the main pool - all restaurants needed to be booked in advance as we arrived in the middle of the week it was pot luck of either really early or late. We asked our concierge for information on the different restaurants so that we could look at the menus and decide what to book. Apparently there is no such information available and were told to go to the concierge desk in the lobby who told us we could only deal with our personal co concierge!!!!!!! Gave up and on Monday 8am booked 7 random restaurants. On our last day we met some new guests who were on arrival given a QR code to look at and book different restaurants 😡 We didn’t see any one clean the main pool properly in the time we were there scum floating, another day powder floating (didn’t even dip our feet that day) and a white tissue sat on the pool floor for nearly a week. The a/c was too low in all restaurants so always had to wrap up or freeze. We had a couple of issues and the telephone preset numbers didn’t work had to go to reception to speak to someone. The worse experience was the last two nights before we left the resort. The guests in the room next door were what sounded like a night club music playing from 2am to 3am and the next night music was still blasting out until after 4am went looking for security guard (no where to be found) about 2 am after having shouted over the balcony as there was somebody there and also knocked on the door no response. 3.30ish We rang room service who put us to reception and they said they were sending security which still took another 40mins, the music finally stopped around 4.30. Not great last day when we had to pack and change rooms just to guarantee a good night sleep for our last night before a long flight back. Overall an ok experience that won’t be repeated.

I take a trip to El Dorado Royale once a year with a small group of friends. We always have an amazing time. Some highlights from our trip this year include: pool side activities, aqua fit was so fun and movie charades was hilarious! Eduardo who was always out smiling and getting people to join activities was great. Isareli was our concierge, she was super helpful, friendly, and checked on us every day to make sure our dinner reservations were set and we had everything we needed in our rooms. Andres was our lunch time waiter at the cabanas. He's so fantastic, anticipates our needs, keeps us hydrated, and is always such a pleasant face to see every year! Raul Dominguez was our waiter at the Mediterranean restaurant and he was attentive and fun. Wilbeth who we saw in the mornings at breakfast always greeted us with a smile and even made us fancy iced coffee this year. We look forward to our trip in Summer 2026!

We spent 3 weeks at the resort, so we got to see a lot of everything, not just a taste. Unfortunately, since the resort is over 20 years old, there is some serious wear and tear issues starting to show up, especially in the pool areas, But the resort is beautiful, and for the most part is a wonderful place to visit The staff are amazing and make the vacation wonderful since the company has changed hands, the food has suffered. There is lots to pick from, however the "gourmet exclusive" factor is gone. A lot of Mexican foods now being served, or Mexican twists to dishes. Selection on menus is not the same as previous stays Beware of sales staff

During our time, there were a few things that happened that did not meet our expectations during our stay. 1. We were not given a schedule of activities upon arrival and had to question numerous people to figure out what to do the day of our arrival. There weren't many people who were willing to provide us a schedule or let us know what activities were available. So we didn't feel like we got as much out of our first day as we could have. 2. The pool had an abnormal amount of bugs in it and white debris in it that looked like disintegrating toilet paper. The pool was full of it, and many people we spoke to commented on it. It made us uncomfortable to be in the pool. 3. Someone must have vomited in the stairwell of our building. When I called the front desk to have someone clean it up, I was transferred numerous times and hung up on. Housekeeping cleaned rooms but kept walking past the pile for a full day. The next day, there were two piles of vomit and a pile of feces in the same hallway. It wasn't until we told our personal concierge about it that anyone did anything to clean up the area. 4. There were dirty cups in our hallway on the first day we arrived that were still there when we left, that housekeeping never cleaned. 5. The service in general from the staff wasn't what we are used to. The staff wasn't as pleasant or helpful as it has been when we stay with other resorts. 6. We did have a good time on the catamaran, but even though this was an adults-only resort, many of the included activies had children on them. We won't be staying at Lomas Hospitality resorts again in the future.

My husband and I have been members since 2015. Over the years, we have seen a steady decline in the service, grounds, food, entertainment, pools, etc. We have managed to overlook these things, knowing that Covid impacted a lot of resorts and that the separation between Karisma and Lomas, further exacerbated the issues. What I cannot overlook, is the terrifying incident that we recently experienced. My sister-in-law and I decided to have a long girl’s weekend. We were located in a swim-up, in building 41. On our second night, we were awakened at 2:00am by the shrills, singing, laughing and yelling of a group of individuals, that sounded like locals. This went on until 6:00am, with no reprieve and no intervention from “Security”. I attributed this to a bunch of drunks that clearly had no manners and assumed that this, surely, would not happen again. The very next night, things escalated. This group of individuals began their tirade at 2:00am where they proceeded to parade around the building, making as much noise as humanly possible. They began banging on doors and windows and essentially tormenting everyone in this building and the surrounding buildings. At one point, I looked out of my peep hole and a grown man was facing my door and urinating. As you can imagine, with the many stories regarding the cartels and the risk associated with traveling to Mexico, our minds went to the worst places. Do these people even have a room here? Are they trying to provoke guests so that they come out of their rooms and then they can loot, traffic, etc? We proceeded to get dressed, keep the lights off and tried to call the front desk for help. To no avail……as there was no dial tone and could not reach anyone. We tried dialing the pre-programmed numbers and 0 for the operator……NOTHING. Surely Security will hear this commotion and intervene, right? Wrong! This went on until 5:30am. As soon as the sun came up, we left the room, only to find out from the concierge, that this was a “Mexican wedding party”. I asked what their security protocols were and I was told that 1 person covers all of El Dorado and Generations during the evenings. What???? Even so, he was clearly not doing his job. After speaking to the manager, we were relocated to another room, however, there was absolutely no follow up on what happened and how they intended to prevent this in the future. What I learned, that maybe I had already known with the steady decline in this resort, is that they don’t care, not like they used to. Appalled by this experience and the lack of Security. I expect more…..at a minimum, I expect to feel safe and El Dorado failed.