TripAdvisor Traveler Rating

Beautiful resort! The staff was so friendly. The kids had a blast with all the activities and shows. The staff was so fun and accommodating for the little guys (Yazmin, litzy, and Nadia)

Our 2 week stay at the El Cid Castilla was in the most part, a great 2 week holiday. From the clean grounds ,beautiful pools, great food, and Wonderful service and Great Servers , El Cid is the real deal. Smiling faces through out the hotel willing to help out when needed. Location was great for shopping and small bars in Golden Zone. Beware of $15.00 US. a day service fee upon registering . Not sure if other hotels in Mazatlan charge this. The buffet was good. The a'la cartes were great both the food and waiters. The beach was clean and easy to walk. Great location. Pools were clean and activity people were full of energy and friendly. Service around pool was very good. Rooms clean. The only negative part of our stay was ; Check- in was very slow with limited English. No Free bottled water in rooms . No warning about not drinking hotel water. Food prices on menu were very inflated at buffet and a'la carte for non inclusive people. Bath Towels very late near end of day.

We sent the following when asked for feedback, no response... First and foremost, the $15us per night charge is unacceptable, especially when we purchased an "all inclusive" vacation. This is definitely not being transparent with advertising. None of your competitors charge this fee that we're aware of. Another issue was lack of variety of restaurants available, other than the A-la-carte there was only 2 places to eat of which only one was open at a time. The staff was very good and attentive at all of the restaurants, the atmosphere changed when the entertainment came on with ear piercing noise and very poor acoustics. The mariachi band on the beach at the poolside restaurant was overly loud, annoying and made us want to leave the area immediately. Otherwise the hotel was well kept and clean, the staff was great however I did not tip like I usually do as I felt the $210us ($290cnd) we paid upfront was more than my tip budget that should have went to your staff. Hopefully they some of that money will go towards their wages to encourage them to be loyal employees to your establishment. During our stay, the hotel didn't seem to be half full, which could be a result of this extra fee. If we decide to go to Mexico next year, we will be looking at resorts without extra fees so that we can budget accordingly. On check-in we were offered the main level or 4th floor, double beds or single king, we chose the 4th floor, king bed, when we were able to check in at 4pm. we got to our room and had double beds, the bell hop called to the reception and they apparently had nothing available, yet my brother arrived 2 hours later and was given room 0408 which has a king bed!! The woman at the front desk told us to check in the morning to see if they had something available then and when we did, the king bed was available on the 1st. level, we chose not to move. Thanks for the opportunity to give you my feedback. After sending the review above, we looking into our credit card charges and realized that we were charged $339.25cnd (4137 Pesos) for the Room Resort Fee as opposed to the $290.00cnd we were expecting, we called the resort and spoke to Marie at the front desk and she explained that this is their exchange rate, so I asked her how many pesos is this Room Resort Fee per day and she said 250pesos but stated that they take the charge as us$ and convert to pesos at their exchange rate of 19.70. We were there for 14 days in which should be 250pesos x 14 days for a total of 3500pesos and not 4137, however she argued that that was their exchange rate, why would you start in us$ in Mexico when your currency is pesos? The answer to that would be to screw the customer. $15us x 14 days is $210us, which is around $290cnd and 250peso x 14 days is 3500pesos which is also around $290cnd. Had we known we would have paid directly in pesos or us dollars. We are currently disputing the charge on our credit card as a result.

This is by far our best vacation experience! My husband and I booked the ocean front Elite package and it was completely worth it! Amazing service, super clean grounds, gorgeous beach, great location, amazing food especially in La Concha Restaurant, super friendly staff, and ease of booking a la cartes. Exceptional resort. We will definitely be back!

We had a wonderful experience at El Cid Castilla because of Francisco. He provided wonderful service throughout the whole trip. We will definitely be back thanks to him!