El Dorado Casitas Royale by Karisma

This was our 2nd time visiting the Eldorado Resort. My family and I were there in 2022 a d stayed at Generations which is the family resort. This time we stayed at Royale (adults only) We had 2 Junior Suites which were pleasant enough. We did not receive the best swrvice, Booking reservations for the restaurant of your choice was quite challenging. We tried multiple times to book with D' Italia and finally got a reservation for the 5 of us to celebrate my daughter's 25th Birthday, only to find out that afternoon the restaurant closed! Concierge was unable to help us with any other accommodations for dinner that night so we had to settle for Chef Market which was less than favorable. We arrived on a Friday morning and fully intended on making all the reservations upon arrival to the resort however our rooms were not ready nor assigned making it impossible to make dinner reservations. Our rooms were ready by 3pm, at which point no availability at the restaurants we wanted. Our day trip to Maroma Beach was amazing and probably the best part of our trip, I highly recommend! Tuesdays are Mexican Fiesta night and that was fabulous. Overall we had a good time, but I do think dinner options should be more accessible.

Nous avons séjourné du 12 au 22 avril 2025 dans ce bel hôtel dans deux suites casitas dans le secteur 3000. Le premier problème a été que les cartes magnétiques d'une des suites ne fonctionnaient plus inopinément. Il a fallut que je me déplace 4 fois pour que le problème soit enfin réglé. Sur l'autre suite, le verrou de la porte de la terrasse ne fonctionnait pas. Il a fallut 5 jours pour réparer. La lumière sur la terrasse ne fonctionnait pas. idem 5 jours pour une intervention ! Le service était quasi inexistant sur les terrasse privées. Le service du mini-bar et le remplissage du café était nul ! Il fallait téléphoner pour avoir du café ! Si vous commander une bouteille de vin sur votre terrasse, je précise un vin inclus dans le all inclusive, ils sont d'accord de la livrer mais en facturant 20 dollars US. Du grand n'importe quoi. Excédés, nous avons demander à parler à un responsable et une manager est venue nous expliquer en gros que c'était normal ! Ensuite elle nous a fait livrer gratuitement 4 bouteilles de vins blancs 2 en 1 fois et une dans chaque suite en même temps le lendemain !!! bien sûr sans tire-bouchon ! Dommage car les service des managers n'est pas à la hauteur des employés et des petites mains, ni dans le service, ni dans la sympathie. En bref, si l'hôtel est magnifique, les buffets déjeuner dans l'ensemble très biens, ce sont bien les seules choses car la plage avec ses multiples bloc en béton dans l'eau et ses algues ne donne pas envie de se baigner, le service est là aussi quasi inexistant. Les repas sont corrects sans plus (à part le Fuetens payant et qui sort du lot) En conclusion, nous avons visité et testés de nombreux hôtels de ce standing et celui-ci était le pire au niveau du management, Class AAA ??. N'allez pas là-bas pour le all inclusive qui n'est pas en rapport avec le prix. J'attends avec impatience la réponse d'un manager qui va nous raconter qu'ils sont désolés d'apprendre cela et qu'ils vont corriger ces défauts et bla-bla-bla mais en discutant sur place ils ne se remettaient pas en question. Il n'y a donc pas de raison que cela change.

My wife and I recently went to El Dorado Casitas Royale, April 6th to the 11th, 2025. We had been to El Dorado Royale back in 2009 when the first cluster of Casitas had opened, but at the time we stayed in the Royale rooms and not the Casitas. The resort has grown immensely since we were there, for the better. It was fun spotting where the old restaurants were located and how they were replace by better and larger ones. Check in was a little confusing, as Casitas guests are shuttled to the Casitas lounge to do the check in process. We wound up having to wait 15 minutes to get a cart to take us to the Casitas lounge but after that, check in was prompt, efficient and very orderly. We had requested a second floor Casitas room, and we got what we requested. The room was what we remembered when we saw the models during our first stay. Everything was in good repair and the only annoyance was the finicky toilet flush mechanism. We have been to over a dozen all-inclusive resorts, so we are used to such things. On our first night we went to Rincon Mexicanos for dinner since that was the only one that had open availability for that night. It turned out to a serendipitous experience because of our server, Shey, who offered to suggest items on the menu and to explain how the dishes are made in different parts of Mexico. I wound up try several things I would have never given a second thought to on the menu. All Shey’s suggestions were fantastic. We had the good fortune of meeting up with Shey, later in the week at D’Italia where she was serving. Shey recommended a great wine for us, and I got adventurous and had Shey order my complete meal from appetizer to dessert. Each serving was like Christmas morning, a delicious surprise. I would not hesitate to do it again. The dining experiences in the other restaurants was superb as well. We stayed in the 30s block of Cassitas, on a second-floor room and loved it. Poolside and the beach were very relaxing. Alberto took care of all our needs from fresh towels to even surprisingly, cleaning my sunglasses. Who could ask for anything more? We plan on returning to El Dorado in the fall with others.

This is no where near a 5-star resort. The staff was great, our room (swim-up) was very nice, but it goes downhill from there. Our mattress sunk in the middle (both beds), food ranged from very good breakfasts at cocotal to downright terrible at D talia. My wife had veal that was hard to cut because it was so tough. I had fish that was dry, fishy, and practically inedible. The pizza place ran out of dough at 3:00pm! Room service meals were always cold. etc, etc, etc. In short, our stay was not good, and we wont be back.

Currently at El Dorado Casitas and some of the staff are extremely rude and unprofessional. We were at the main pool and one of the staff members that books spa services came around. We agreed to book a spa package if they included a bed by the pool for the afternoon (they charge for them). The staff agreed. About 10 minutes later Mauricio (they call him a “captain”) came out and kicked us out of the Bali bed and said we hadn’t paid for it. But we did…as it was part of the deal we made with the staff member that sold us the spa package (he also sells the Bali beds for the day). We requested to speak to a manager and Adriana came to talk to one of the staff members (we could see her about 20 feet away). We asked to talk to her and she said she couldn’t because she was too busy. Are you kidding? First you agree to include someone thing, then one of the other staff members kicks us out and lastly your manager doesn’t have time to speak with customers about it? Absolutely terrible customer service and treatment of repeat customers. Needless to say we won’t be back to a resort that treats customers this way.