El Dorado Casitas Royale by Karisma

We love El Dorado and have been going for over 15 years. For anyone not to have a great time there is hard for us to comprehend. Service was great by the following food servers: Victor (Santa Fe), Octavio (Wine Kitchen), Jaidore (D'Italia). Our butler Adriana was very tentitive....we bet she was trained by Hector Gonzalez, who we missed this year as we understand he was promoted to the Palafitos at Maroma. Cesar, the bartender for the first few days at 32 before they switch each month was wonderful. We made sure to go to his bar at 31 once he left 32. Alex the member event coordinator did a fantastic job as hosting the member events he attended. The member catamaran was the best - such a perfect night for it. The concierge Emilio was pleasant and available as we needed. Aida, the member rep, while pleasant at first, quickly became standoff-ish and very rude. Failed to wave and smile towards the end when we would see her. She avoided eye contact after we told her we were not going to meet with the sales team. She originally promised a follow-up, that she personally would see to, while there from someone named Cesar, who is in the member office. regarding our issues with flyback. Should we be surprised that has yet to occur and she blatantly lied about it?1?. Interesting she is a member rep when her follow-up is lacking! As stated, we love going each year; however, we do notice service and issues that could be resolved. If the Loomis family is hoping to achieve a 5-star, even 4-star rating, the following would need to be rectified: nightly turndown service was hit or miss. We miss nightly towels on the floor by each side of the bed (this did not happen at all this trip), miss the nightly towel creations as well as the nightly soft music playing in the room when we returned from dinner. We missed the fresh flower arrangements we have gotten in the past and fresh fruit platter upon arrival. We paid for a private luxury car transportation from and to the airport; yet, our ride from El Dorado to the airport was a van. Hardly luxurious. The yoga schedule posted on the computer screen in the lobby as well as what the butlers sent was inaccurate. It was communicated yoga/pilates started at 8:30am when it actually started at 8am. The umbrellas by the chairs in 32 did not work....they did not stay opened as the pins were missing. Some of the casitas beach beds by 32 were not made each day. The hot tub jets in the casitas spa were not working and when maintenance was called, they still weren't probably fixed as the only worked on the bottom of the hot tub but no other areas. The requested pillows and scents were not provided until 2-3 days after we arrived, and we had to inquire about them. We miss the name plaques of the different bars in the casitas. The D'Italia restaurant had five tables with votive candles in the table vase. I know this because when I inquired, as to why our table did not have a votive, the server told us that they only have 5 candles. In addition, we counted the tables with no lit votives. Again, we love coming.....there are a few glitches that need to be achieved to be a 4-5 star resort.

My husband and I have been coming here every year for almost 10 years and this was one of the best experiences so far. It started with the updated members check in, which was the easiest ever. Liz at check in was so welcoming and she already knew what benefits we had in our contract so we didn't have to explain like we usually do. Which made it a very quick check in. The resort and restaurants were stellar as always! Amazing people made this trip extra special! Julio at the casitas 32 pool bar took great care of us for the entire trip. Isabel and Alondra ours butlers were the best the entire time, we love those ladies! Felipe is the best shuttle driver! Carlos at Fuentes took great care of us at the members gala. Jiaro, Edmar and Miguel are the best servers at d'italia casitas! All of these people made this trip extra special and treated us like family! I hope to see them again next year.

We just got back from our Honeymoon and we stayed in Casita 2717. Our concierge was Letty Patlan. She made sure our stay was perfect. She greeted us and before we left felt like family. Our cleaning staff was Sandra and our room was always well stocked, cleaned and perfect. We enjoyed our trip sooo much. We will be going back. All of the staff was friendly and fun and you could tell they enjoyed their jobs. Well done and thank you all for the extra special touches such as flowers on the bed, the chocolates, the bottle of bubbly.

Had a great time at 32 casitas. Cesar was our bartender. He is the best bartender in the world. Adriana and Miriam were our butlers. They went above and beyond. It was my husband’s birthday and the decorations were amazing and the birthday cake at breakfast at Santa Fe was very nice. We ate breakfast every day at Santa Fe. All the waiters there are great. It was nice seeing Wilberth. Adriana and Miriam are the best butlers in the world also! Our maid Adriana and turn down service did a great job plus all the little extras. The best restaurant this time was casitas Italian with Oscar. Oscar is very knowledgeable and very entertaining. We all loved him. Members’ dinner and catamaran was wonderful. The guys on the catamaran were so much fun. The dinner was the best members dinner ever. The wait staff was great. Lunch at 31 with Norma and Amelia(sp?) was so good. Norma was a blast and lunch was so good. Chef Amelia makes great Mexican food! You might want to give Norma a promotion. It was great having Eduardo and Julio as bartenders when Cesar was off.

I wanted to do a shout out for the Casita Spa. I had a nice relaxing spa visit. But most of all, my massage therapist was the best I have ever had in Mexico. His name was Samuel and he will my go to every time we visit. I have had neck and back surgery and he was very cautious of those very sensitive areas.