TripAdvisor Traveler Rating

This is our 4th time at the El Dorado resorts and, as always, it was amazing! There were a couple of issues that upset us, but I'll mention that at the end, and it was more of a management issue than anything else. As a member, I did notice a few changes after the split with Karisma. We did not get to pick our pillows, the scent in our room, and we didn't get the special soaps as in the past. These are very minor details, but they were nice to have and made you feel a little special. I wish they would bring those little perks back :-). Other than that, it was wonderful! The food was amazing as always. Our favorite restaurants are Kampai and the Italian restaurant in the Casitas. We didn't get to eat at Santa Fe this time, but I know it is really good too. All of the staff are amazing, and they are always greeting you with a big smile! I want to give a big thanks to our Butlers, Elizabeth and Renee. They were always checking in on us and took such good care of us. They really made our trip extra special! I would highly recommend them! Also, Benjamin, at the Casitas Bldg. 31 pool bar was amazing! He made any drink you asked for and even surprised us with new ones! The resort is very lucky to have all of these employees working there. Of course, we never encountered a bad employee, but these 3 really stood out for us. Unfortunately, we were there when Hurricane Beryl went through, so we did lose 1 day, but the other 4 days were incredible. I was so amazed at how well the resort handled everything the day before and the day after the hurricane. On Thursday, they were busy boarding up windows, removing chairs, tables and cushions, and stacking sandbags up on the beach and the day after the Hurricane they were again busy removing and replacing everything they just did! I was also very impressed with the fact that on Thursday, they closed all of the restaurants at 8 p.m. to let the workers get home to their families. They left everyone sandwiches and chips in our rooms so we wouldn't go hungry :-). Luckily the Hurricane made landfall early Friday morning and by the afternoon all was almost back to normal! The staff worked so hard getting the resort back to the way it was before, arriving very early Saturday morning. Those arriving Saturday would not have known a Category 2 Hurricane hit the day before. There were a couple of things that were very disappointing to us though. Our 2 daughters were traveling with us, and we had requested, when we made the reservation and when we checked in, that they have the room next to us. We were told they could keep us in the same building, but they were 6 rooms down. This was very upsetting to us, especially during the hurricane, because we lost Wi-Fi and couldn't get in touch with them, and we were not allowed to leave our rooms until 11 a.m. As a mother, you can imagine how stressed this made me! The worst part of it was that no one was in the room beside us so I don't understand why they couldn't accommodate our request. The other thing that annoyed us, (and this is management, not any of the staff) was the fact that they changed the terms of our membership, and no one ever bothered to let us know. We found out about it from another member at the pool bar. Apparently, we can no longer book Margaretville Resorts or Azul, which was part of our original contract. So, exotic members, make sure you talk to management. They also are now giving members $750 resort credits to be used on anything from massages, upgrading wine, excursions, etc. instead of some of the other perks we got as a member. We found out about this the day before we were to leave so needless to say, we didn't get to use it all (although we made sure we got 2 good bottles of wine at our dinner that night!). We should have been told about this at check-in, not on our second to last day from someone in the pool! Other than those 2 things, we had a wonderful time and are looking forward to October when we will be back!

Had to deal with Hurricane Beryl for a few days but the staff and grounds crew were amazing! 3rd time here. Butlers Hugo and Adriana were amazing and so helpful ! Spa at Naay, we did 3 massages this time Janeth and Gabriella did an amazing job. 32 pool bartender was great his full in for after he was moved was so so. Golf cart were available however hard to get unless we had our butlers get them. Not sure if they were limited or short staffed but we did more walking with my elderly in-laws than they had anticipated. Restaurants were great as always. Willie at La isla well known to my in-laws was great and helpful and a pure delight. Lomas drivers and staff were helpful. Our only criticism was that of the sales dept I will call them. My in-laws have been members for over 20 years and with the new changes they did not make things very clear in regards to the credits that they were given. It took my mother in law some time out of her vacation to settle and square up what was owed to her. I think they could do a better job of making it clear as to what you are getting and how you can use it along with having the staff on the same page about it because we got 3 different answers. Other than that they did try to get her to upgrade to the new Follow me and at the time we were not able to and they seemed turned off by it we did expect another conversation with them and never got it. The overall experience was amazing as usual we will return again.

We love staying at this resort. This time as we were waiting in the lobby of El Dorado Royale for our shuttle to the airport upon our departure we were approached by a woman representing Lomas Hospitality and Exotic Travelers. She was selling a coupon for 35% off room rate for our return stay within the next 2 years. It was $299USD and we were informed if we booked within 45 days we would have the $299USD applied to the stay. I missed the 45 day window to take advantage of this offer, however, I HAVE booked a 7 night stay for April 2025. Now I am trying to obtain the 35% off room rate as based on best available on their website. I am being told I can NOT use this certificate. That I HAD to book direct through their site. No where on the certificate does it indicate that. The woman who approached us promoting this certificate asked me who I had booked our vacation package with. I told her CostcoTravel. She I could still use that booking agency and then call and request the 35% offer for the room portion of the package. I have been stonewalled by ExoticTravelers. They are refusing to honour this certificate. I want either the offer honoured as it was presented to us OR the $299USD refunded to me as I purchased under misrepresentation by their agent. If MANAGEMENT is reading this, please do something to help with this procedure. It is extremely frustrating to deal with an agent representing El Dorado Casitas Royale who is unwilling to help a couple who have returned to this same resort 3 times in a row. I would love to return again (have the next trip booked) but this experience has left me with a sour taste for their company.

We had an amazing time. Stayed in a swim-up in section 31 of Casitas. Our butlers, Hugo, Jhony, Rene and Alfredo were amazing. They kept us informed of weather updates with the hurricane and we felt like family the entire time we were there. We were also assigned a butler named Elisabeth, but never met her, but given how great the other four butlers were, I feel like we didn't really need another person caring for us. We brought friends with us. They had an amazing time and want to return with us again in the future. Our concierge Luis L. (who has been our concierge before) was great in assisting us with reservations at the Spa and was so pleasant and upbeat. He is truly an asset to the resort. Massages, facials, and mani-pedis were fabulous at the spa. The resort was great in making us feel safe during Hurricane Beryl. The staff all worked hard to get the resort hurricane ready and made sure we had supplies while we hunkered down for the night. The staff had to resort cleaned up in no time and back and running. We only lost internet connectivity for about 12 hours and when the power was out we were on a generator. The food was great. We only had super slow service one time when we were at the resort. This happened at Santa Fe. Honestly the server was swamped with too many tables and it just seemed like the other staff didn't help out when they could have. Mocca, our sales representative in upgrading our membership was great!! She is still messaging us to make sure everything is to our satisfaction. Great trip! Great resort. We will be returning next Summer for more relaxation and fun.

The fact that this hotel was at 33% capacity probably says it all. Many of the restaurants and bars were closed and not available on many days. There was no lunch or evening Buffet facility and so you are forced into the restaurants (must have a booking). The Concierge advice was questionable and he even booked us into a restaurant that was closed. This beautiful location is spoilt by the problems created by poor management. The rooms are clean and housekeeping is good. Many of the staff are friendly and mostly co-operative, but are restricted by the running of the hotel. My wife were fans of this location and that was the reason for our return - However this was a mistake and we will NEVER RETURN. I would definitely recommend a MISS on this hotel/resort.