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Hotel overview
Location
Q. Roo. C.P. 77710, MexicoProperty information
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Hotel details
Hotel advisories
General policies & fine print
Check-in Policy:
Hotel requires a credit/debit card authorization or cash deposit upon check-in for incidentals; this will place a hold on your funds.
Convention Policy:
Individuals attending a convention cannot book this property for their stay. If found attending a convention, guests may be subject to higher room rates upon arrival.
Hotel Spring Break Policy:
This hotel cannot guarantee a spring-break-free environment.
Transfer Policy:
A price may display when children stay free, if your vacation includes transfer to your hotel.
General Information:
Room taxes and service fees are included in vacation price.
Minimum night stay restrictions may apply.
Reservation changes may not be permitted unless authorized by the hotel.
Ratings & reviews
TripAdvisor traveler rating
9865 reviews
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Nov 19, 2024Not our usual piece of heaven
We went for the members week as we do every year. I brought a total of 14 people with us. All family. Hurricane was obviously not something we could do anything about. Actually, the staff like Hector Gonzalez and Angeles Vera were top notch making sure we were taken care of. But this year unfortunatley was different for sure. Food? Not the same. Activities even for MAW were lacking. Opening ceremony and closing ceremony also lacking. But the biggest disappointment was the new credit program. Was not discussed properly and actually some of the vendors didn't know how to use them. Which means my kids were charged extra. Spoke to a Ceasar thinking he was a manager that could help. Not so. We spoke once and I never heard from him again. I'm a member and this visit was the first one that I can actually say we were disappointed. Hoping by next year when all the split details are ironed out, it will be as special as it USED to be.
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Nov 12, 2024TERRIBLE
ABSOLUTELY AWFUL. The food is inedible. The only drinkable wine is at one of the restaurants of which you have to buy with a made up mark up. The prices in the shops for a small bottle of advil and sunscreen, $78 USD. Get real! We had to leave the resort to go get fresh, delicious food. You don’t spend thousands of dollars to go on a vacation where you have to leave in order to have a decent meal and drink. Our water stopped running in the middle of showering and didn’t come back on for hours. There were zero bottles of water in the room upon arrival. Our balcony was missing the privacy screen that every other room had. We had no privacy door tag. We went back to the room while they were cleaning it, our key didn’t work and it took her 5mins to open the door for us. The next day our keys didn’t work again. We ordered room service that came 90mins later without any of the beverages we ordered and one night it never even showed up. They do not accommodate you accordingly with the “included” airport transportation. When we called to express all of our disappointments, they did not offer us a thing! Not one refund. No upgrade. Not one nice bottle of wine. NOTHING. The manager wouldn’t even talk to me about our concerns. He This place is garbage. The ONLY nice thing we have to say about this resort has nothing to do with it, but the one and only wonderful staff member named Alberto. He was kind, friendly, went beyond to make our day at the beach wonderful and enjoyable. He is a gem and the only good thing that this resort has going for them. These people do not care about your experience. They hang up the phone on you. They ignore you. They make it impossible to have a great experience. Don’t ever go here. You’re wasting time and money. There are many other places just down the road that you should stay at.
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Nov 12, 2024Made the best out of our 15 year Anniversary
My husband and I were so excited about the food options on the resort when we booked. Unfortunately they were mediocre at best. They always asked if there were any food allergies when you entered the restaurant. They had some indicators on the menu but we found out most of the restaurants were labeled incorrectly. There were more options than represented (which we did not find out till after we ordered) and times where it listed gluten free and it was not. Most of the restaurants wanted you to order everything at once. Which left us hungry at the Italian Villa restaurant because the portions were so small. Nowhere did they offer a mixed drink menu. I am not a proficient drinker so I do not know which liquors are in each drink. They only offered 3 house wines which were not good. And the expansive wine list they offered with an additional charge was outrageous. They offered a bottle of Malbec for $108 US and I can purchase the same bottle for $18 US. The one thing that was most frustrating was the beeps from all the smoke detectors. They chirped in almost every restaurant, bar and entertainment location. For a 5 star resort, we did not receive 5 star service. I will say the highlight of the trip were the other guests we met, the swim up pools in each area, the nightly entertainment. I especially lied the Cirque show and the Michael Jackson Show.
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Nov 08, 2024Simply the Best!
This is my first time writing a trip advisor review….but for this place, it had to be done! Everyone MUST know how wonderful this place is! From the beautiful grounds to the endless amenities, the delicious food and phenomenal beverage selections, El Dorado Casitas Royale left little to be desired. Although all of the above things were top tier, what really makes this place special are the people. If you are looking to be treated like family, look no further. Some standout people for us: Facundo - our poolside bartender who played us his favourite music, shared stories of his family and made the most inventive shots and cocktails! Cheers! Dr Fernando Cortina - who treated me and my partner like family when I had a health emergency and had to seek treatment. Dr Cortina kept in contact with my partner over WhatsApp while I was in hospital to ensure I was receiving the best treatment and even went out of his way to check on us a few days later to make sure all was well. The healthcare I experienced at this resort was better than my family doctor at home here in Canada! I cannot thank Dr Cortina enough for his kindness and effective treatment! Sheila - our server at the Italian Restaurant on the Casitas side. She was such a beam of joy and helped make food accommodations easy for those of us with dietary requirements Emelliano- our concierge who assisted us in booking all of our transportation to excursions, ensured we were set with everything we needed daily, and helped us make the most of our week long vacation! Thank you so very much! Chef at Santa Fe Restaurant- who made us the best meal we have ever had with fish that we had caught fresh that day on an ocean fishing excursion. When I say that the MahiMahi tacos and Baraccuda with garlic and parm crust were perfect, I mean I don’t think we could’ve dreamed of better. If I were to nit-pick one thing about the resort it’d be that it’s quite large and impossible to see everything it has to offer in 7 days if you’re planning on booking excursions! Instead, go for 10, it’s what we’re planning to do when we return next year for more fun in the sun! ☀️
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Nov 08, 2024Great Resort
We came to El Dorado Casitas from another resort for a mini honeymoon after our destination wedding. The resort is beautiful, well kept, and very quiet. Our bartender in our swim up pool, Leybert, was fantastic. He took time to get to know us and our preferred drinks and always kept them flowing (and strong!). The staff all around the resorts were extremely friendly. The food here is delicious as well - we tried the Health Bar, Habb, Las Cabañas, The Palms (breakfast), D’Italia Villas, Rincon Mexicano, Fuentes, and Santa Fe Grill. Habb was DELICIOUS but very small portions and they were out of naan bread - highly recommend ordering multiple items for appetizers and main courses. The Health Bar had good lunch options (wraps/paninis/salads) and yummy smoothies! Las Cabañas pizza was so yummy for lunch. D’Italia was fantastic as well. Our least favorite was Rincon Mexicano - we went for breakfast, service was extremely slow and the food was very mediocre compared to what we had had at The Palms the day before for breakfast. By far, our favorite meal and experience of the trip was at Fuentes. If you have the opportunity to go, DO IT!!!! Our server, Memo, was fantastic. The food was some of the best food we have ever had - we had the Fuego menu. You also must do the wine pairing, as it really made the full experience. The show was great, the chef (Eduardo Barra) was great, music by Pablo was entertaining, and the food was FANTASTIC. Well worth the money.