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Reviewed 4 weeks ago

After a 3 year hiatus from EDM (with a 2 week stint at ED Seaside in between), we returned for a 12 day vacation. This is our fourth visit to the resort, and it continues to be our favorite ED property because of the beach.

We stayed in room 642 (Honeymoon suite). As part of the exotic membership sapphire category, we had prearranged our liquor requests with the pre-arrival concierge, and all items were stocked.

Although our flight was an hour delayed flying into CUN, the Lomas representative was waiting for us at the airport and we were whisked away to the hotel. Both drivers to and from the hotel were professional and drove safely.

Our exotic-assigned butlers Victor and Ele handled all of our requests, and had even pre-booked dinner reservations for the first few nights of our stay. These were easily adjusted to our early dining preferences. We only needed to ask for ice at the beginning of our stay, and each day after we returned from the beach, we would find a full bucket. We had also requested that our mini-bar be stocked with sugar-free sodas (Coke Zero and Sprite Zero), and this was accommodated on our 3rd day. We were successful with our request to the butlers for a 2pm late check-out and retained our suite the entire time (vs a previous stay where we had to vacate by noon, with a ½ hour access to a hospitality suite to freshen up later in the afternoon).

We had a few hiccups while we were there (the water was turned off without notice and our keys cards stopped working on the 2nd to last day). These were resolved with a quick call or visit to the front desk and handled within 15 minutes. The maintenance fellow who came to our room to ensure the lock was working went out of his way to reprogram our cards without having to go back to the front desk.

As a non-seafood eater, with a mild allergy to shellfish, the greeters at every restaurant always asked about food allergies, and communicated the information to both the server and the kitchen. At the lunch buffet Pepitos, the always-friendly Yanelly even took the effort to point out that the soup was clam chowder, and I should not be eating it!

We unfortunately had 2 ½ days of non-beach weather, consisting of incredible down-pours. We still ventured out for breakfast despite the accumulating water. We noticed while dining that morning that every staff who was not actively serving guests was out helping to clear the water from the restaurant entrance and the walkways. Even the chefs and serving staff had brooms to assist. Now THAT is dedication.

The hotel offers complimentary shuttle service into Playa Del Carmen twice a week (Wed & Sat). The shuttle leaves at noon, and picks you up in PDC at 3:30pm. There are limited seats (12) so if choosing this option, make sure to book with the concierge as soon as you can. We were told a taxi would be $20-$25 USD each way.

It was wonderful to see the changes that have occurred over the past 3 years, and we were impressed with the investment the company is obviously putting back into the resort, to continue its appeal.

The Palafitos had just begun construction during our last visit, and the stagnant lagoon wasn’t an enjoyable swimming area at the time. Fast forward, and the Palafitos are done (wow!) and the beautiful clear Caribbean ocean is accessible to swim in! The water is a max waist deep as you walk out to the island, but once you have reached it, on the north side, the depth increases for full swimming. Yes, there is seaweed. Mother nature is unavoidable. But the effort the resort makes to clear this on a daily basis cannot be faulted. In fact, the hotel has even commissioned machinery to groom the sand on the beach every few days!

The menu at the a-la-carte restaurants has improved, and we were impressed with the number of vegetarian and gluten-free options. The quality of food and services continues to be high across all restaurants. The coconut shrimp (aka prawn-size) at the Caribbean Grill remains my favorite, but my significant other loved the lobster tails served at the Gala dinner for members.

Rick’s bar is no longer above Kiyoko restaurant, and is located in the new 6 level building with the spa and gym, inland from the oceanfront emerald beachfront villas. The separate showroom beside the bar is massive with a great sound system and lighting. We visited bartender Adrien several times, who made a mean old-fashioned! Hookah is available for purchase.

The relocated gym has been upgraded, with more cardio equipment, squat racks, a heavy-bag, and kettle bells. This is located on the 2nd floor of the tall building, and is much roomier than before.

The number of treatment rooms in the relocated spa has expanded exponentially. Daniel still remains a key component of the sales team with his on-the-beach 5 minute massages; we miss that he no longer does full treatments! The cost was approximately $190 for a 60m service, and $250 for 90 minutes. They frequently offer promotions (especially when it rains), so it doesn’t hurt to ask the sales team about specials when they approach you on the beach. We had a 2-for-1 couples package and had deep tissue massages with Jorge and Erika. Incredible!

Every day, the activities staff (Omar, Mimi) work tirelessly to engage guests in hourly activities. Although beach volleyball was not in our repertoire, we joined the Dance lessons, bingo, and music trivia. During the Christmas season, an Advent calendar was set up (we haven’t seen this in prior years) and the winner of the 1pm activity won the prize on the calendar. This included 2-for-1 massages, a room upgrade, and late checkout. On the music trivia day, we won the prize for a Palafitos dinner, which is normally $60 per person if you aren’t staying in the Palafitos section. This meal was the highlight of our trip, and next visit we will treat ourselves to this. The ravioli and short-ribs were phenomenal.

It was wonderful to see that 3 of the friendly beach staff (Diego, Pedro-Luis, and Karen) are still with the resort. We met Diego on our first visit over 8 years ago! Manuel made a point of setting up chairs with an umbrella every day as soon as he saw us, and Betsabe kept us hydrated. With one challenging day on the beach being forced to recite music lyrics from another guest’s Bluetooth speaker 50 ft away (seriously??) the beach staff assisted in ensuring the volume was kept to a minimum.

As invested members, we know what keeps us coming back to the resort… The service from the staff. Although “Karisma University” ensures that every employee who walks past you says “Hola”, it comes across genuine. From our butlers Victor and Ele, to all of the Pepitos staff where we ate breakfast and lunch EVERY day (Alan, David, Iniobe, Jose, Chepina and cheery Yanelly) and our frequent repeat servers at multiple restaurants (Manuel, Ruben).

And although our bucket list includes many other destinations that we would like to travel to, we have only been home 3 weeks and are already researching our next stay at Maroma for our 20th wedding anniversary in December 2019.

Thank you for making our return visit, “Welcome Home”, so relaxing and special.

Room tip: Building 3 and 4 are closest to the pool, and rooms on the 4th floor offer the best view
Date of stay: December 2018
  • Trip type: Travelled as a couple
    • Value
    • Sleep Quality
    • Service
1  Thank 604sunworshipper
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
KarismaHotels, General Manager at El Dorado Maroma, by Karisma, responded to this reviewResponded 3 weeks ago

Hola Dear 604sunworshipper

First we want to thank you for your positive and kindly feedback. I am happy to hear that your experience in our resort was up to your expectations one more time!

It has been really nice reading your detailed review of your holiday at El Dorado Maroma, a Spa Resort by Karisma.

We heartily appreciate your kind words to all the staff, facilities and services.

We are excited to welcome you back next year at El Dorado Maroma, a Spa Resort by Karisma, your Mexican home in the Riviera Maya.

Sincerely,

General Manager El Dorado Maroma by Karisma

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 4 weeks ago via mobile

We had such a fun time and felt so welcomed by all the staff. There were several that stood out and made the trip wonderful...Antonio on the Entertainment Team was so nice and made days on the beach a blast with volleyball and jenga. Jesus, the yoga instructor, was wonderful and put on a great yoga class for all levels. Marijo, the massage therapist, was so attentive and kind during my massage. And victor, our butler was always checking in and made our room so welcoming and cozy. We loved our stay and highly recommend. We’ll be back!

Date of stay: January 2019
Trip type: Travelled as a couple
Thank dmarieg1982
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
KarismaHotels, General Manager at El Dorado Maroma, by Karisma, responded to this reviewResponded 3 weeks ago

Hola Dear dmarieg1982

Thank you so much for rating us with the 5 stars award and for taking the time to write such a nice review of your experience at our premises.

It feels really good to acknowledge, through your words, that all our efforts to achieve our guests’ satisfaction have been worth it.

We are looking forward to welcome you back again at El Dorado Maroma, a Spa Resort by Karisma, your Mexican Home.

Sincerely,


General Manager El Dorado Maroma by Karisma

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 4 weeks ago

El Dorado Maroma is a beautiful, small, quiet resort with a staff that is second to none. Special mentions to our fabulous butlers Victor and Ellee who took care of whatever we need and would track us down wherever we were to see if we needed anything. Also, special mentions to Amado at Lima Limon, as well as Alberto C., Elmer and Florentino; J Luis from the waitstaff; Pedro, Luis and Karen at Bar 24; and masseuses Whilmar and Eva from the spa. We also had a great time painting ceramics and wood with the help of Philippe and Leti who have amazing artistic ability. We will definitely go back!

Date of stay: February 2018
Thank PrincessTBBaker
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
KarismaHotels, General Manager at El Dorado Maroma, by Karisma, responded to this reviewResponded 3 weeks ago

Hola Dear PrincessTBBaker,

I am really happy to see that you enjoyed.

We would like to thank you for your review, which will undoubtedly help our future guests when choosing their next destination in the Caribbean.

Hopefully, we will have the pleasure of welcome you back very soon.

Sincerely,

General Manager El Dorado Maroma by Karisma

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 4 weeks ago

The turn-down service, concierge, beach butler, host/hostess, activity team, you name it, are all here to make your experience better.

I can't stress enough how every single person at El Dorado Maroma, regardless of their title or location is looking for you to have the best trip possible.

Just to give little shout outs, and I really do wish I kept better track of everyone on this trip, since each and every staff member we encountered bettered our stay. A big shout out to: Erika and Marice Jose at the Spa (totally worth going to to experience the water therapy, and the before/after); Jesus, Mimi, Omar, Alex, being a great set of people at the beach, interacting with us, asking questions of the day; Veronica proving us excellent turn-down service with lovely designs and messages; Diego, being such an entertaining and attentive server on the beach, rounding us up plenty of beer, wine, and mixed drinks; and finally our personal concierge's Dennys and Artero, who saw to it that we receive the best experience by helping us plot out our days.

Again, the above are but a few of the so many people that bettered our experience (I believe a David served us more than once at Papitos). I really wish I could give every name of who helped us out, but I would suggest if management at El Dorado Maroma reads this, just know your staff on duty from Jan 10-17, 2019, provided such a wonderful experience.

For those who have already seen many of photos online of this resort, know you're getting a smaller, more intimate, but nevertheless great experience that is completely worth your time.

Room tip: If travelling in Dec/Jan maybe skip the room with a pool, since it's a bit chillier.
Date of stay: January 2019
  • Trip type: Travelled as a couple
    • Sleep Quality
    • Cleanliness
    • Service
Thank DevonCrybe
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
KarismaHotels, General Manager at El Dorado Maroma, by Karisma, responded to this reviewResponded 4 weeks ago


Hola Dear evonCrybe

Thank you for your kind words and great feedback. It is a pleasure to read about how much you enjoyed your Gourmet Inclusive experience.


Thank you again for your review, and I look forward to hosting you here at El Dorado Maroma Riviera Maya, a SPA Resort by Karisma many times more in the future.

General Manager
El Dorado Maroma by Karisma

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Reviewed 4 weeks ago via mobile

Although this resort is more low key than expected the service is great. My boyfriend and I loved the daily activities, especially beach volleyball. Alex, Jesus, Omar, Mimi, Tony, and DJ Juan were so much fun and engaged all the guests in daily activities!

Date of stay: January 2019
Trip type: Travelled as a couple
Thank mjermann321
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
KarismaHotels, General Manager at El Dorado Maroma, by Karisma, responded to this reviewResponded 4 weeks ago

Hola Dear mjermann321,

Thank you very much for your recent visit and lovely comments on TripAdvisor, highlighting our natural background, facilities, services and most of all our staff, the professionalism and kindness you have received.

Thanks to the staff, facilities and services is that we have a large number of loyal and valuable guests and members that return year upon a year and every time we do everything possible to ensure that we surpass their expectations.

Thank you for letting us know your kind opinion. We are pleased to know that our team made a great job and your days here were great. We have sent them your kind comments and they are glad to know that their service met your expectations.

We will be glad to see you again, our team will be glad to share another amazing holiday.


General Manager
El Dorado Maroma by Karisma

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