Let me start by saying this review is our personal opinions based on our experience. We know a lot of people have had a great time here so this review is mainly aimed at anyone who has visited previously and is thinking of revisiting.
We first visited July 2012 and had such an amazing time, it was that great we booked again for July 2013. We were so excited because like most people the year before we had been treated like royalty, unfortunately this year the quality in service has dramatically declined.
This hotel claims to have a loyalty programme for returning customers but we saw no such thing at all, we didn't even get a "welcome back". I'll try and break it all down.
-The hotel grounds and public areas are still extremely well kept, couldn't fault anything.
-The new Premium block rooms and actually really nice inside, quite modern, really nice balconies, especially if you are lucky enough (as we were) to be on the 4th or 5th floor as there are amazing sea views as far as the eye can see.
-The food is still as delicious and last year and the quality of drinks is great as well.
-The Concierge for the Premium block Eva/Alba? I can't quite remember her name, but she is amazing.
-The staff that work at the Premium block pool bar are faultless, friendly, hardworking and are genuinely interested in talking to you, Miguel, Estrella, Lucy and the chef are a breath of fresh air.
- The entertainment and the evenings has actually improved, its still not our thing but we enjoyed it anyway, particularly the Mexican and Mayan nights, the Reggae band and the Rocksimus Maximus show.
- The Premium block is an eyesore. It looks like something you would find down the strip in Benidorm. It really does not match the rest of the hotel which is a shame. The sinks in our bathroom absolutely stank of pure sewage. There was no happy medium with the shower water either, you either had to have a cold shower or scold yourself, but the water that you actually bathe in is chlorine water which makes you smell a bit cheesey. The house keeping was ok but they try and cut a lot of corners which we think are unacceptable. They had a note in our room that tells you that they change your bedding every 3 days, but my Fiance had a bug bite on the 2nd night which he scratched until it bleed, and after a week the blood was still on the sheets. They did not clean the shower at all, and very rarely mopped or swept our balcony so it was constantly covered in dead bugs.
-Directly behind the Premium Block is the bog of eternal stench! It reaks 24/7. We understand that it is a natural thing but we couldn't understand why they have built the block right next to it, its very off putting.
- When we got clean bath towels, they were never clean, they always had some sort of stains and them. The same goes for the beach towels, every time we swapped them for clean one's, the "clean" one's were filthy. Quite a few times at dinner, once we were sat down we would notice that our napkins were dirty and had to ask for new one's.
-One of the Concierges for the Premium block Silvia is extremely pushy and will not take no for an answer. She gave us some cock and bull story that because we were returning guests (funny how she did not know this until we actually mentioned it) we were entitled to a tour of the hotel and a free gift at the end. We politely declined because we clearly knew it was a time share thing, but she booked us in anyway and constantly kept sending us reminders to our room which was really annoying. This "tour" is not for returning customers at all, its offered to everyone, and more fool you if you fall for the story. On the day we were booked in for this we went down to her to tell her we weren't interested because of all the problems we were having (which I will continue to explain) and fortunately for us she was not there. We told the other lady Eva/Alba(?) all the above, how we weren't interested in the tour and she was disgusted at the way we were treated and cut a long story short she bent over backwards so that that evening we had champagne sent to our room, a private waiter at dinner, and then our room was decorated with flowers. We thanked her the next day, but still nothing else changed for the rest of the holiday. Silvia continued to pester us about the tour, she had rescheduled it even though we said we were not going to go but we ignored every note she left us and she took the hint finally.
- The staff do work very hard as they are learning to cope with the hotels new popularity and growing number of guests, but its clear that they are not managed and some have become very sloppy and even rude. We had one waiter who grunted to us the one morning at breakfast, and simply pointed to a table. He never offered us coffee or juice, which is ok as we eventually went and got our own, but its not ok when everyone else is getting good service.
Almost every meal we were left with no drinks, and we just couldn't understand why, as every other couple around us seemed to be treated like royalty (especially anyone who was being rude). We are very polite, and we always say hello and try to speak Spanish out of respect for the staff but it was clear that the more polite that your are to them, the worse that they treat you. The one evening my other half didn't get a drink until half way through his main course even though it was ordered as soon as we sat down. Another incident happened at lunch in Arrecifes. We had ordered our food at the same time, but I was done and dusted with my starter and main before my partner even had anything brought to him! And again we went thirsty because we were not offered a drink. Then to add insult to injury our waiter completely disappeared and no one came to clear our table or ask us if we wanted a drink or pudding, everytime we tried to flag someone down they were too busy and we tried to catch the Manager's attention but he stood chatting on his phone for the best part of an hour while other guests were standing in the door way waiting to be seated and were also being ignored by him.
One meal we were asked what drinks we would like and we asked for a beer and ice tea, my other half got his beer but my ice tea never showed, so after the first course came I asked the waiter where my drink was, he just looked at me blankly and walked towards the bar. He then came back to tell me they didn't have any but never offered me an alternative. By this point I had lost my patience and couldn't be polite anymore, I asked him why he never told me that in the first place but I never got an answer.
That evening we were seated for Dinner, then an American couple were seated 5 minutes after us at the table next to us, we both had the same waiter. Needless to say by the time they were onto their second course we were still waiting for a damn drink! We hadn't even been asked let alone had our food order taken! They were long gone by the time we got our main. We were in there nearly 2 hours for 2 courses and were pretty much the last guests out of Vida that night.
Another afternoon in Vida we asked if we could see the dessert menu and our waiter told us that they did not have one at lunch times, and we thought nothing of it. Until the next lunch time we were in there for lunch we were offered dessert, so we couldn't understand why the other waiter lied to us.
The beach waitress had a real problem with us, and again we couldn't understand why. We were always polite and said Hola and Buenos Dias blah blah but she never offered us a drink for a week and a half. We have absolutely no problem with using our own legs and getting our own but we took it really personally because she was literally going around everyone else around us but ignoring us, yet she managed to silently creep up behind us and take the empty glasses that we had got ourselves with out us noticing. We made a small complaint and in the last few days she begrudgingly asked us if we wanted a drink.
I'm not fluent in Spanish but I can speak enough to hold a basic conversation, so I was horrified on our last night when a waiter in Mia Casa called us fat when he asked us if we wanted to see the dessert menu. We were both gobsmacked. He spoke to us in English but called us fat in Spanish thinking that we wouldn't understand but guess what, we did!
At breakfast on our last day we were offered coffee but had no spoons and no milk, so we asked for some, the milk came out about 5 minutes later with a pot of tea that we never asked for but still no spoons. The waiter saw us stirring our coffee with our knives but still didn't bring us a spoon until we were getting up to leave.
And on the morning of our departure, we were in the lobby filling in a questionnaire and were offered a smoothie. Mine had a dead wasp in it so I told the waiter that there was a bug in it and all he said was "Oh" not "would you like another drink" or anything like that.
And finally the worst thing about this hotel is that they seem to be a lot less fussy about the guests that they have. Last year it was a lovely little boutique hotel, great for relaxing, this year the hotel is more focused on quantity not quality because where there are more guests there is more money to be made. It seemed to us that the majority of guest were clearly meant to catch a plane to Magaluf but some how ended up here. We're both 25 and we do love to party, but we're respectful to other guests so keep our drunken antics to ourselves. I don't mind people shouting and being loud, after all they are on holiday, my problem was the filth coming out of people's mouths, constant swearing at the top of there voices. People blasting music at 4am in the Premium Block so loud that the block vibrated, standing on their balcony swearing and throwing food, yet the hotel staff did nothing about the complaints. My Fiance told me that some disrespectful moron had put graffiti in the gents loo's which says it all really about the type of people that now go here. Our next door neighbours were disgusting, constantly slamming their patio doors, moving their table round, shouting at all hours and having loud disgusting sex at least 5 times a day. Yes its a romantic place but there's no need to put on a fake show so that you can be heard all the way down the hall way!
Also, there is a complete lack of nature here now, its as if all the building work has scarred the wildlife away with is a crying shame. And they still have those hideous, cruel lobster tanks. And again horrible disgusting guests purposely stamping on butterflies and lizards and grass hoppers, you wouldn't stamp a child to death so why do it to anything else living. My other half caught one guy trying to drown a grass hopper gave him quite a lecture which really embarrassed the guy's wife, and rightly so! My hero managed to save it too.
We must sound like right stuck up, moany so an so's but we spent a lot of money and did a lot of extra overtime to pay for this holiday, just to be treated like crap while everyone else around us got 1st class treatment. It just was not good enough. This hotel is getting too ahead of itself. We can imagine if it is your first time here you would probably think its great, just like we did, but sooooooo much has changed, and in our opinions none of it for the better. This is just our opinion but we do honestly think that anyone one else returning will see the differences that were so obvious to us. We will return to Mexico at some point in our lives, but never to this hotel. We will book one of the cheaper one's which look a lot better value for money than here. I can't help feeling and wishing that we would of had a much better time going self catering in Europe. So disappointed because it was so amazing only a year ago. Last year it was 5*, this year 3* at the best of times.
- Reservation Options:
- TripAdvisor is proud to partner with Hotels.com, Expedia, TripOnline SA, Ebookers, Evoline ltd, 5viajes2012 S.L., HotelQuickly, Cancelon and getaroom.com so you can book your El Dorado Sensimar Riviera Maya reservations with confidence. We help millions of travellers each month to find the perfect hotel for both holiday and business trips, always with the best discounts and special offers.
- Also Known As:
- El Dorado Seaside Hotel
- El Dorado Seaside Suites Mexico
- El Dorado Resort Spa
- Hotel El Dorado Seaside
- El Dorado Seaside Resort
- El Dorado Spa
- El Dorado Seaside Mexico
- Eldorado Seaside Suites
- Eldorado Resort
- El Dorado Sensimar Riviera Maya Mexico - Puerto Aventuras