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Reviews (5,770)
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Reviewed 3 weeks ago

We stayed at El Dorado Casitas from June 9-15th. We were in casita 2510. We have stayed on the El Dorado Royale side twice. We decided to try the Casita side.

Our casita could use some repair. The finish inside the jacuzzi was peeling, the rug in the center of the room was torn, the curtains were stained among other things. Overall it was livable for the time we were there. Housekeeping was almost non-existent. On our first full day there, we left the make-up the suite sign in the door. By late afternoon, it had not been made up. Our concierge called us asking if we wanted our suite made up and I had explained the sign in the door. Housekeeping came shortly after. The next day we met with our concierge. We chose our pillows & aromatherapy for the room. We never received our pillows & only received aromatherapy once. The floor was never cleaned & the jacuzzi was only cleaned once. We know the floor wasn't cleaned because it rained non-stop for about 3 days of our vacation so we would come in with wet shoes, etc. For the amount of money we paid to stay here, the housekeeping was very disappointing. We have stayed at other resorts like Excellence, Secrets & the housekeeping was always good & consistent.

The food was very good at all the restaurants except Santa Fe grill. Lots of different choices. Service was very good too.

The landscaping is very well maintained & is very pretty. Lots of flowers, trees, birds. Very nice. We were hoping for a more quiet setting in the Casita section. Our pool had loud music playing while there were other Casita pools that had more low-key music playing. We would of preferred the low key music or authentic Mexican music. You are in Mexico after all.

All the employees are very polite, very welcoming. Again, only housekeeping was a disappointment when it came to the employees there.

We went to the Mexican fiesta night which was very nice. Not enough seating but still had a good time.

Overall we had a good time but we expected more. After staying at both Excellence Riviera Cancun, Excellence Play Mujeres, Secrets Akumal, Hyatt Zilara(formerly the Royal), we would not choose to stay here when for the same price or less stay at one of these resorts instead.

  • Stayed: June 2018, travelled as a couple
    • Value
    • Sleep Quality
    • Service
2  Thank KimandSteve2005
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
KarismaHotelsResorts, Manager at El Dorado Casitas Royale, by Karisma, responded to this reviewResponded 3 weeks ago

Dear KimandSteve2005,

Thank you for taking the time to share your feedback and leave a review. We apologize for any inconvenience you experienced during your stay. Your feedback is important to us and has been shared with the correspondent department. We hope to have the opportunity to deliver an improved experience on your next El Dorado Casitas Royale, by Karisma stay.

Please accept my apologies for the challenges you experienced. We are a 5-star rated resort, and you should have experienced just that. We have addressed this with our operations team and please allow me to assure you that your most recent experience is not the standard of our resort.

Our mission is to make every stay as close to perfection ensuring our guest with the most relaxing experience

Kind Regards,

Your Hotel Management

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Reviewed 3 weeks ago

My adult family recently stayed at the El Dorado Casitas Royale, a Karisma resort. This is the third resort we have stayed in by the Karisma group. All resorts were awesome but this particular resort was top notch. Although it can be quite pricey to stay at the Casitas, if you plan well in advance and take advantage of the Black Friday sales, you could save yourself a lot of cash.

This particular location was a dream paradise. The staff could not do enough to keep us happy. From room service coffee and fruit every morning to a multitude of restaurants and buffets for lunch and dinner, you couldn't help but gain weight. This is normally bad for me but I loved the care they take with their menus and the great vastness of the types of dishes you can order.

Of course the resort itself if stunning with pools, both swim-up and shared, lazy rivers, swim-up bars and restaurants, and delivery of 3pm ice cream. We stayed for 10 days with rain the first 4 days and we didn't even care. Actually helped prep for the sun when it arrived. The genuine happiness of the staff and the warm climate had us using the pool and sitting in the rain anyway!

Room Tip: Best experience with less party stay in 3200 casitas. If you want to party go to the Royale hotel part of the complex.
  • Stayed: June 2018, travelled as a couple
    • Value
    • Rooms
    • Service
1  Thank 1force
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
KarismaHotelsResorts, General Manager at El Dorado Casitas Royale, by Karisma, responded to this reviewResponded 3 weeks ago



Dear 1force

Thank you for such a wonderful review and for sharing your experiences with the Trip advisor community. I’m sure your review will help many with future vacation choices.

It is a pleasure for us to know that your experience exceeded your expectations. Our number one priority is to make every guest experience exceptional and as special as it can be.

We hope that El Dorado Casitas Royale Riviera Maya, a SPA Resort by Karisma will be your preferred resort for your next visit to the Riviera Maya and Mexico.

Sincerely,

Managment response

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Reviewed 3 weeks ago

This was our first trip out to El Dorado and I can definitely say it will not be our last! The service is phenomenal!!! The food is great! The property is very well kept up with and clean. You can see that they take pride in their resort. Everyone in staff is so friendly and talkative. The beach did have some seaweed but that is something they cannot control. They do have workers out there picking it up all day and working on cleaning as much up as possible. You can get the best of both worlds both romantic/quiet as well as a good nightlife scene. We stayed in the luxury jacuzzi suite right next to the main pool and went to visit the Casita's area to hang with friends and were taken care of by Ivan (pool butler) who was amazing! He kept us entertained, laughing and taking care of our needs with a smile on his face. After this experience we will be coming back for sure!!!

  • Stayed: June 2018, travelled as a couple
    • Sleep Quality
    • Cleanliness
    • Service
1  Thank Willie Z
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
KarismaHotelsResorts, General Manager at El Dorado Casitas Royale, by Karisma, responded to this reviewResponded 3 weeks ago

Hola!



Dear Willie Z

Thank you for such a wonderful review and for sharing your experiences with the Trip advisor community. I’m sure your review will help many with future vacation choices.

It is a pleasure for us to know that your experience exceeded your expectations. Our number one priority is to make every guest experience exceptional and as special as it can be.

We hope that El Dorado Casitas Royale Riviera Maya, a SPA Resort by Karisma will be your preferred resort for your next visit to the Riviera Maya and Mexico.

Sincerely,

Managment response

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Reviewed 3 weeks ago

We went to El Dorado Casitas Royale with two of our closest friends, had a amazing time with a swim up pool.Also a fabulous swim up bar spent most of our time there Johnathon who ran the bar was outstanding nothing was to much trouble for him. The restaurant we’re great so clean and good service. Would recommend it to anyone they couldn’t do enough for any one. All the pools were spotless and the garden area’s were kept very clean.

Room Tip: The rooms could do with better lighting.
Stayed: June 2018, travelled with friends
Review collected in partnership with this hotel
1  Thank lesleyh572018
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
KarismaHotelsResorts, General Manager at El Dorado Casitas Royale, by Karisma, responded to this reviewResponded 3 weeks ago

Hola!

Dear Lesleyh572018,


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 Casitas Royale, a Spa Resort by Karisma, your Mexican Home.

Sincerely,

Managment Response

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Reviewed 3 weeks ago

This is our favorite resort. The food is great, the service is outstanding. We normally have the same Beach Butler or will go to his section during the day. This was about our 10th trip to the resort and have never had a bad experience. We had rain for 2 days, but that is unusual and did not really matter.

Room Tip: Spend the extra money to stay in the Casitas section, the extra service is worth every dollar.
Stayed: June 2018, travelled as a couple
Review collected in partnership with this hotel
1  Thank JoeSfromTexas
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
KarismaHotelsResorts, General Manager at El Dorado Casitas Royale, by Karisma, responded to this reviewResponded 3 weeks ago



Dear JoeSfromTexas

Thank you for such a wonderful review and for sharing your experiences with the Trip advisor community. I’m sure your review will help many with future vacation choices.

It is a pleasure for us to know that your experience exceeded your expectations. Our number one priority is to make every guest experience exceptional and as special as it can be.

We hope that El Dorado Casitas Royale Riviera Maya, a SPA Resort by Karisma will be your preferred resort for your next visit to the Riviera Maya and Mexico.

Sincerely,

JosSfrom Texas

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