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El Dorado Sensimar Riviera Maya
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Reviews (9,218)
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6,513
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6,730 - 6,735 of 9,218 reviews
Reviewed 8 January 2012

Our second time vacationing here. This time flew with Sun Wing. Won't do that again. The flight was delayed by over 2 hours going there and one returning. Once on the plane where we were crammed like sardines, the airline attendant said she did not want more than two people in the aisle at a time for the carts could not pass through. The seats were unbearably uncomfortable for the length of the journey. They couldn't pass even with one person as the plane was so tiny and stuffy. Arrived at the airport and again Sun Wing couldn't pull it off. We got in a van to the hotel which took 2 1/2 hours. The guy kept putting on the light flickering to the tip sign.
Once at the hotel, our personal requests and returning customers meant nothing to those who assigned our room. We were given whatever at 11:30 p.m.!
Our room, a swim up, was beautiful. What we did miss was the turn down service from our previous visit. Our maid never came by at night and this was a service we really enjoyed last time. We put our do not disturb sign up as the maid would come by at 8:30 a.m. and want to clean the room. Crazy. We ordered room service each morning and Migel was good at taking our order. The guys who delivered our breakfast were very efficient in reviewing what we had ordered. We did experience a problem as we did two years ago. We ordered a taxi well in advance to arrive at the front area and the bell boys had not even bothered. This of course meant an additional 40 minute wait. Fortunately for us the General Manager overheard our displeasure and got us a cab right away. The bell boys were pretty useless 2 years ago and nothing has changed - they want their tip and are sure to say they are doing their job, not. Their comment was, "I am doing my job lady." The General Manager, Paula, a very personable young lady is around the resort all the time. Her personal presence is a positive to International Travellers. We spent each morning at our swim up and the p.m. at the beach. We found great difficulty in seeking beach beds around noon each day. More are recommended. As experienced in our previous vacation, we noticed that patrons would put towels on the beds and would retrieve them at the end of the day. The beds remained empty all day. The food at the Italian restaurant and the service of Alfonso was wonderful as it was two years ago. We appreciated Hiram's personal service, friendly smile and hellos at the swim up bar. All of the staff, with the exception of the front desk and bell boys were great. Elizabeth at the white gazebo, greeting everyone with her lovely smile and asking after us each day was a delight. Would we return? Yes, but hire Lomas Travel to transport us and not take Sun Wing. I believe I would go up to the desk and request a taxi to Playa in person and then let the bell boys be more accountable. The beach and snorkelling were great and it is wonderful to do this right from the shore.

Room Tip: Don't bother about requesting certain sections or rooms. They pay no attention to this or personal phone calls.
  • Stayed: December 2011, travelled as a couple
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4  Thank cjbm50
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
EDSS S, Gerente at El Dorado Sensimar Riviera Maya, responded to this reviewResponded 28 December 2016

Dear Guest,

Great to hear you had a great holiday while staying at Sensimar Seaside Suites.

Thank you for taking the time to write about your recent experience, your opinion is truly important for us. We appreciate your kind comments about facilities, food and specially the staff as they are committed to exceed our guests’ expectations and this is great motivation to keep offering the best service.

We also value your feedback as this helps us to improve and keep offering the best experiences.

We are looking forward for your next visit. Please do not hesitate to contact us directly, we will be more than glad to accommodate your requests.

Best regards,

Andrea Duerre
General Manager
aduerre@eldoradoseasidesuites.com.mx
Sensimar Seaside Suites & Spa

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 8 January 2012

I would agree totally with the last traveller as i agree totally with all his opinions ! The only thing that made our holiday was the friends we made ! The hotel is basic and needs major refurb! And urgently needs an inside upmarket bar area !!!! Eg new years the celebration started at the beach bar from 5.00 for the european guests to fetch the new year in , we as were other guests had to share the bar area with people in their beach wear covered in sand and cream !!! This also happened on other nights ! The dress code forget it ! Does not exist so dont expect to dress up you will feel overdressed !!! The steak and lobster is only available for an extra £15 per person and pinot grigio is £45 !!!! The sunbed need replacing they are old ! The hotel could be fantastic but needs major changes !! For me they would be simple to achieve ! The only thing that made our stay enjoyable was the friends we made while there ! One couple have their own exclusive restaurant and were very disapointed especially the seafood as this is suppost to be gourmet dining ! The other couple booked loads of trips and unfortunatly had to cancel towards the end of the week as they could not keep up with the pace !! Conga boga ( his words not mine) is not for over 30s say no more ! All in all had good holiday as tried not to dwell on things too much ! Made the most of it but would not return ! Spa forget it £90 for basic massage most staff fantastic ! Bosses take note make improvements !!!!! Urgent

Room Tip: Dont waste money on swim up pools !
  • Stayed: December 2011, travelled as a couple
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5  Thank Steven A
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
EDSS S, Gerente at El Dorado Sensimar Riviera Maya, responded to this reviewResponded 29 December 2016

Dear Guest,

We want to thank you for taking the time to write us a review, we want to assure you that all your comments are welcomed and a key part of the improvement of our resort. We are truly sorry to hear you experienced any inconvenience during your stay, we are a 5 star rated resort so we are disheartened to hear your recent stay was not reflecting it.

We would like to invite you to contact our Head of Customer Services at customerservices@karismamexico.com so that we can review your feedback together and to assure you this is not the standard of our hotel, we will be glad to host you again in our hotel or any resort by Karisma to surpass any past experience.


Best Regards,
Andrea Duerre
General Manager
gm@eldoradoseasidesuites.com.mx
Sensimar Seaside Suites & Spa

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 8 January 2012

We used this hotel resort for our Christmas and New Year break and as we had stayed with the El Dorado group before we were looking forward to the stay-- we had previously stayed at the Royale before.
We had a top floor garden view room with the tops of the coconut trees as our only view,we did have some great bird life as our visitors so there was some compensation.
We had a very restful time and as the evening - night entertainment was in our opinion quite awful we did use our room more often than we have in the past on holiday.
The room was very spacious, the bathroom room needed updating and the toilet smelled like urinal despite our complaints and some extra cleaning. The curtains around the bed needed updating as there was signs of wear and as someone else has stated there was nothing to protect the mattress when the badly fitting sheets moved away .
The TV was old fashioned for todays 5 star and the programming was appalling.
The room was often still not cleaned by 3.30 pm most days despite complaints and when we sat on the balcony the maid always seemed rushed and did not clean as one would expect.
Our personal consierge, well there is a title that needs to be sorted, lazy and useless could be a new one, I could go on but the thoughts only bring anger.
The restaurants are alleged to be of gourmet standard, the Italian was pretentious to say the least with a waiting staff to match. I ate there on three occasions and all I think the phrase could do better springs to mind.
The Asian was OK, The Arricife was OK for breakfast but definately not dinner. The only restaurant for us that constantly performed to a good standard was the Vida Garden . This restaurant had lovely hostess service and very good waiting staff that really were a credit to their managers.
The spa was very pleasant and to a very good standard with the usual over the top pricing that we all expect from spa service. We did have a good experience with this service.
The beach , well this was very small and very rocky but very clean and we even had one female who decided to go topless in a couples resort!!!!!!
The beach part of this resort is not up to the standard of a 5 star rating.
We hired a car from the desk in the reception and when we arrived at the desk at the appointed time to collect we found not only was there no car but the hire rep had been sacked but no one had informed the hotel !!!!!!
We have been to Mexico a number of times and last year we also did an independant trip driving around and down to Belize, we stayed in Cancun. Playa del carmen, Tulum and Chetemal. We had our own hire car which was a very good and not expensive VW firefox, we booked our own accommodatiion ranging from 5 star all in in Cancun to 4 star on the the wonderful beach in Tulum. We had great food, service,entertainment and the accommodation was always very good and most of all when we felt a little bored we knew we were on the move again very soon. We had no security problems and loads of help and advise from all of the lovely and very friendly Mexican people we met. We even went to lunch and dinner as very surprised invited guests.
We will never travel again in Mexico staying in over priced and under performing resorts, the internet is a great tool and time well spent in its use is very rewarding' I wish all who read this a good holiday.

Room Tip: look else where
  • Stayed: December 2011, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
10  Thank alexanderSpain
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
EDSS S, Gerente at El Dorado Sensimar Riviera Maya, responded to this reviewResponded 29 December 2016

Dear Guest,

We want to thank you for taking the time to write us a review, we want to assure you that all your comments are welcomed and a key part of the improvement of our resort. We are truly sorry to hear you experienced any inconvenience during your stay, we are a 5 star rated resort so we are disheartened to hear your recent stay was not reflecting it.

We would like to invite you to contact our Head of Customer Services at customerservices@karismamexico.com so that we can review your feedback together and to assure you this is not the standard of our hotel, we will be glad to host you again in our hotel or any resort by Karisma to surpass any past experience.


Best Regards,
Andrea Duerre
General Manager
gm@eldoradoseasidesuites.com.mx
Sensimar Seaside Suites & Spa

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 8 January 2012

Its taking a little while to write my review on this hotel, but I have taken the time to do so as it is truely lovely.
Beach - Amazing, you have ghost fish swim around your legs, its very shallow, safe, and very clear. You will always find a bed, maybe not a swinging bed, but you will always find a bed
Weather - I went from Oct 26 for 10 days and unfortunately we was unlucky as we had the tail end of hurrican so it rained solid for three days!, after that though it was pure paradise.
Food - The best restaurants I have ever had in an all inclusive hotel resort, great variety, whether it be buffet or the a la carte restaurants
Rooms - Very clean, kept well by the maids everyday, you have racoons and other little creatures who like to come close to your doors if youve had room service to pick up any scraps, they are very cute
Bar - Spent a lot of time here! made frends, drank lots, nothing was too much trouble, you could have whatever you wanted at any time! Or take drinks back to your room
Pools - Looked great, however I am a sea person and snorkled as much as possible rather than laid by pool, always enough pool beds
Staff - Very helpful, will go out of their way to assist, however they do try and sell you some spa treaments time and time again, which can be a pain, you just tell them youve booked it, we did have a massage (me and my partner) and it was absolutely amazing, very relaxing

Other points, there is internet in the lobby to use for a small cost, you can get a cheap taxi to playa del carmen for some great shopping and excursions.

It is quite pricey, however I think its definately worth it. Some of the other bad reviews I have read I think they must be unlucky as I didnt see their issues. There are so many other good things I could write.

Would I go back to this place, yes, but too many other places to explore before I re-visit.

  • Stayed: October 2011, travelled as a couple
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    • Service
7  Thank Krissykins
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
EDSS S, Gerente at El Dorado Sensimar Riviera Maya, responded to this reviewResponded 22 December 2016

Dear guest,

Great to hear you had a great holiday while staying at Sensimar Seaside Suites.

Thank you for taking the time to write about your recent experience, your opinion is truly important for us. We appreciate your kind comments about facilities, food and specially the staff as they are committed to exceed our guests’ expectations and this is great motivation to keep offering the best service.

We are looking forward for your next visit. Please do not hesitate to contact us directly, we will be more than glad to accommodate your requests.

Best regards
Andrea Duerre
General Manager
gm@eldoradoseasidesuites.com.mx
Sensimar Seaside Suites & Spa

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 7 January 2012

If you are looking for an all inclusive with gourmet menus, top shelf drinks, adults only, to kick back and relax, look no more, this is the place.

There is not too much I can add to my Previous reviews on this resort. I do find changes each time, some are minor sometimes major. But we always have good food, good drinks, and good service. Now change all the good to GREAT. This resort is always clean, comfortable and secure. We have been guests in February, March, October and December over several years and always enjoy everything it has to offer. The wait and bar staff are the people you are in contact with the most and everyone of them want you to have a great time. We were disappointed that the BBQ on the beach did not have the fish prepared as it did in February but every thing else was up to par. I would also advise if you have a day trip planed I would have breakfast in Arrecifes or the Sandwicherie. The service at Vida at that time of day is too slow. The gym is now in the new Spa which is a must see and use. It has a large whirlpool, steam, dry & ice rooms with a relaxation area. Massage, nails, hair, get it all done by the very professional staff. The showers felt like I was outside among the plants. The restaurant Captains and the Concierge for the resort or club members are outstanding and the most gracious you will ever find in the Caribbean. I have not mentioned the entertainment in any of my reviews but this time I have to say the week we were there was the best we have ever seen at this or any other resort. Hope it can continue that way.

  • Stayed: December 2011, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
10  Thank lenwad
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
EDSS S, Gerente at El Dorado Sensimar Riviera Maya, responded to this reviewResponded 22 December 2016

Dear guest,

Great to hear you had a great holiday while staying at Sensimar Seaside Suites.

Thank you for taking the time to write about your recent experience, your opinion is truly important for us. We appreciate your kind comments about facilities, food and specially the staff as they are committed to exceed our guests’ expectations and this is great motivation to keep offering the best service.

We are looking forward for your next visit. Please do not hesitate to contact us directly, we will be more than glad to accommodate your requests.

Best regards
Andrea Duerre
General Manager
gm@eldoradoseasidesuites.com.mx
Sensimar Seaside Suites & Spa

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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