El Dorado Royale by Karisma

We just returned from another incredible two-week stay in the beautiful Diamond Villa, Chichen Itza, and once again, it was the amazing staff who made it truly unforgettable. The people are the reason we return year after year. The resort itself is absolutely beautiful — lush, well-maintained, and peaceful — but it’s the people who make the experience truly exceptional. A huge thank you to Bruno in member services; our outstanding butlers Alvero, Paula, Cuac, and Benji, and our wonderful beach butlers Gabriel and Ramon — you all went above and beyond to make everything seamless and special. Shoutout to our favorite waitstaff: Edmar, Yuli, Luis, Ramon, Victor, Samy, and Norma — your warmth and attention never go unnoticed. To bartenders Angel and Edgar (thank you thank you!) and sommeliers Ricardo and Omar, we so appreciate your passion and expertise. We also want to recognize our former butlers who have truly become like family: Gaby, Yalma, Hector and Claudio. Seeing you again always feels like coming home. Two weeks is never enough — we’re already counting the days until we return. Thank you all for another magical vacation!

What a fantastic resort! We had a swim up suite right in front of our patio with a lazy river that linked to one of the main pools with a swim up bar. The staff were all amazing and the food was top notch. We went with high expectations due to all of the great reviews and EDR still impressed us. Yes there was seaweed along the shore but there were teams of workers every day gathering and removing it so it wasn’t that bad. We highly recommend this adults only resort or the neighbouring El Dorado Casitas which looked even better!

Fabulous week here. Food was great, and there was a nice variety of restaurants, the bars serve top-shelf liquor. Not at all what I would expect from "all-inclusive." We were picked up at the airport as well. Went to relax and chill and didn't need a car. Especially loved the king-size beds on the beach.

Overall, not the best experience. I went with my boyfriend and mother in law for one night (Saturday & Sunday) PROS: - Beautiful hotel! Lots of areas to take pictures - Delicious food! I highly recommend the oyster dish at Santa Fe, they’re covered in cheese and come in 3 so best to order 2 dishes if you love sea food - Great rooms! We were in building 6 and it was right behind the main pool, which was very convenient and the room was great and comfortable. My mother in law & I enjoyed the jacuzzi and bubble bath CONS: - 2 major incidents with Miguel the waiter at Santa Fe & a driver (more info below) - Information leaks and improper info. Everything is still done manually and done by word of mouth & it shows, no one can tell you the same information twice except for the personal concierge, they were the only ones with accurate activity information and if you have any issues nothing is reported correctly and misconstrued since it’s going through so many people like a game of telephone - No accountability, no one has the authority to resolve anything. God forbid you have an issue otherwise you’re in for a wild goose chase for just an answer THE INCIDENTS: We went to eat at the Santa Fe for dinner and the waiter Miguel blatantly discriminated against us and gave us bare minimum treatment while he gladly served the table directly next to us. Checking in with them, chatting it up and keeping their drinks full. Meanwhile we had to wait for a long time to get our food, flag down a different person for refills and our dirty dishes stayed on the table for twice as long while Miguel ensured that the tables around us were happy. He got me a second dish of oysters, set them next to my dirty plates, said hello picked them up, served food to the tables around us, took their dirty plates, left and was gone for a while then finally came back for my 2 dirty plates. My boyfriend left a little bit earlier and waited for a cart to take him back to the room, one came zooming down the winding path, driver laid back on his seat looking into his phone on his left scrolling while my bf was trying to catch his attention on his right, and yelled out to get him to stop. He did not stop nor slow down and kept going, mind you he had a yellow shirt on which we were told were the ones who did take people to and from places, thank goodness my bf was to one side otherwise he would’ve gotten plowed down. When went through a total of 7 people to try to get an answer and every single time we were told that they couldn’t do anything and they’ll escalate it to their supervisor or manager. And when we did talk to Adriana (the food & drinks manager) after check out she professionally apologized and admitted she was never reported to about the incident and adamantly tried to explain that if we give the hotel another chance it’ll be much better, and that they’ll fix things internally but can’t do anything for us. Which great, no one has to go through that but because we were only staying a night and were already leaving later that day, it basically felt like we were told to go kick rocks and pound sand, what use is it to me knowing that those 2 employees will get scolded after going through such an unpleasant experience and the headache of trying to get an answer? I’ll never get that wasted time back We honestly I will not be visiting the Lomas chain of hotels again. Beautiful and gorgeous? Yes. Service? Great if the stars align and your lucky, god awful if something awry happens and good luck trying to get an answer, I honestly felt like it would have been more respectful if they spat in my face with how much they twisted our words and down played how we felt. If you’re Mexican, try elsewhere please 👎👎👎👎

This was our first time at Royale as Exotic members. We have stayed at some of their other resorts also. We were in room 5501 which was a premium swim out that connected to one of the larger pools. There is a lot of storage in this room. Includes umbrella, ironing board, iron, hair dryer, refrigerator. Our room was directly across from the Kicks oceanfront grill. This was a plus for rooms facing Kicks because the bartender would come out to our pool and bring us drinks! We did make reservations at all the restaurants we ate at. All service in the restaurants was excellent. Our favorite was the Wine Kitchen which is on the Generations side of the resort. Our butlers, Cuau and Hector gave us the Royal treatment! They arranged for a shuttle to pick us up each night to take us to our dinner reservation. Anything which we requested of them was taken care of. They are definitely excellent employees. Our room was taken care of each morning and evening by great housekeepers. We spent most of our day at the member’s Bali beds by Kicks and were well taken care of by Alberto every day. Each morning he had our spot ready for us. The Martini Bar was where we went every night after dinner. Unfortunately I don’t remember the elderly bartender that took excellent care of us each night. Pick-up at airport was quick and easy, and on our departure date we had a wonderful surprise and were taken to the airport in a private limo…thank you so much!