TripAdvisor Traveler Rating

We went there April 15-25 2024. We were promptly taken to the Casitas check in and our room was ready. We had one of the best trips ever to the Casitas. The food was great. Our Butlers Miriam and Hugo were nothing short of fantastic. The servers as follows were great. Pablo at Kampaii, Gustavo at De Italia Villas, Victor at Cocotal, Enrigue and Alex at Sante Fe, Edmar, Silverio, Jairo at De Italia Casitas, Regina and Miguel at Jade, Amado at Sante Fe, Octavio and Heidi at HAAB , Sammi at Kick. our Bartender and Beach Butler Franscico and Jose at 32 pool. Luis at 32 Concierge office. My massage gal Aimie at Casitas and nail gal Joanna. Our server Gerry at Fuentes. The guys up front, Leo ,Felipe and the crew.So many more we cant remember. We will be back in September

This was our second stay at the Casitas, third together with the El Dorado Royale/Casitas property. We have been to other El Dorado resorts as well and are Exotic members for the last 10 yrs. It was such a wonderful trip -- from the Lomas pick-up from the Cancun Airport to the resort and the whole week. Weather was exquisite, service, staff, accommodations (on the beach with private pool), Butlers - Adrianna and Claudio (simply the BEST butlers -- thank you both for taking such good care of us and being our family away from home!), the restaurants, room service and all of the food. Then our dinner at Fuentes (WOW!) -- it just couldn't have been any better! We appreciate so much how beautifully kept the property is - picturesque! Housekeeping and turn down service in the evening, were so sweet and did such a wonderful job each and every day. The Beach Butler, Ramon -- simply fabulous!! All of the staff works so very hard to take care of you and make your vacation beyond spectacular!! We truly thank and appreciate every one of you!! Whether you are Exotic vacation members or not, the service is impeccable and we always HIGHLY recommend this resort or any of the El Dorado properties!! Thank you, El Dorado/Exotic. We'll be back soon! -- The Raspberry's

My wife and I have been Exotic Club members for 8+ years, but the recent trip was our first since the split with Karisma. The reservation was booked 16 months ago thru Karisma resulting in a lot of consternation leading up to the trip including multiple calls, texts and emails from Karisma on the need to pay them when we had already paid Exotic directly. I could go on about other factors related to customer service prior to the trip, but I will refrain from sharing more details As for the actual trip, the Lomas transportation experience from the airport was excellent as we didn't have to wait for the vehicle like we normally do. I would highly recommend using Lomas especially if you have never dealt with the transportation options at the Cancun Airport. We stayed in a Presidential room primarily for the extra space in the room and in the private pool. Keep in mind these rooms stay booked. Each time we have stayed in one we had to book over a year in advance. Silva (David) and Alvaro were our butlers and did a very good job for the entire week. Alvaro is one of the best ones. Claudio also supported one night, and he was very responsive as well. It did seem that the workload on the butlers had increased, but the overall butler service was fine as we aren’t too needy. The bar service from the section 31 staff was very good as well. The food across the board was good. No drop off in quality for room service, the restaurants or the lunch options available within the Casita sections. Our only complaint regarding the bar service is that some standard American brands like Crown Royal and Woodford Reserve are not available at the resort and haven't been since 2020. Despite being a member, we couldn't make dining reservations in advance of the visit, and this is a negative. We were told that the resort is working to improve their customer service and their website that has suffered since the split with Karisma. Time will tell if this improves. Overall, we plan to go back and are optimistic the booking process leading up to the actual visit improves.

Upon our arrival, Concierge’s Gustavo and Jessie did a great job getting the room set-up right. Jessie also was very helpful on several fronts during our stay and we really appreciated her efforts. We were delighted to learn that our butlers for the stay would be Hugo and Miriam. We have had Hugo many times over the years and especially enjoy his assistance and support. Naturally we got to see Karen a number of times throughout our visit. She is such a special person, almost like part of our family. Miss Vicky prepared several very, very great lunches at 32 Grill during our stay. Marcos took very good care of us at Kampai. Felipe greeted us warmly at breakfast at Palms and was a great and attentive server. Waiters; Octavio at Wine Kitchen, Samy at Kick, Jesus at D’Italia Villas and Jario at D’Italia Casitas all served great meals and were wonderful to visit with. Finally, Nancy at Naay Spa knocked it out of the park with massages so good that I had to go back a couple of times. Once again, our trip was incredible. The Property is always so well maintained and beautiful. The staff many of which we have come to know well over the years, go to great lengths to make sure the stay is memorable and finally being able to catch-up with friends is icing on the top. I can’t think of a better place to visit.

This experience started with a very relaxing trip from the airport. Our driver was personable and informative. Check in for our stay in the Presidential Casitas was made easier with the help of Gustavo and Jessie (concierge). Once again Hugo and Miriam were assigned to be our butlers. Hugo had day duty and he earned every peso that he is paid. Miriam usually covered the afternoon and evenings. Always helpful with getting us a shuttle and being available. We always have to meet up with one of our former butlers, Karen, she makes sure that we are having a wonderful trip. We love staying in 32 Casitas because we get to see Miss Vicky’s smiling face daily and eat her delicious lunches. We had some outstanding waiters at many of the restaurants, to list a few: Marcos @ Kampai; Felipe @ Palms; Sammy @ Kick; Jesus @ D’ Italia Villas; Jairo @ D’Italia Casitas. Jose was our beach butler and he was always ready to serve us!