Staying here for a week.
Had to book all our dinner reservations through a personal concierge.
When we arrived at our bookings for the last two nights, the restaurants were shut.
We couldn’t find anywhere else to eat last night.
Will submit full post on return. .
El Dorado Royale in Playa del Carmen, trip of a lifetime!
Jan 25, 2023
My husband and I spent 7 nights at the El Dorado Royale in Playa del Carmen. This was our first trip to Mexico. Two employees at the resort immediately made us feel welcomed and at home. We suggest Macaroni, the golf cart drivers, and Ivan, our Butler, be promoted to new positions titled Directors if First Impressions! Macaroni gave us a tour of the resort before collecting our bags and taking us to our swim up suite. Ivan consistently took care to make this the trip of a lifetime! The language barrier disappeared when we were speaking with Ivan. His English is excellent! Ivan shared his love of his Country, and serves as an ambassador for Mexico! He made dinner reservations for us, made menu suggestions like, " be sure to try the coconut ice cream at La Isla. Yes! That ice cream is amazing! Ivan truly made our trip unforgettable!
Other resort employees that made us feel special and cared for were Samy, waiter at Rincon Mexicano, breakfast shift. Samy welcomed us daily, with his big smile and caring nature. And last but not least, Leal, host at both Rincon Mexicano and La Isla. Leal us also an ambassador for Mexico.
The resort was clean and beautifully maintained. Heavily armed guards at the gate and beach corners made us feel well protected and safe.
We did ride horses through the jungle and swam in a cenote. I have mobility issues and cannot walk very far unassisted. However, riding us like breathing for me so this excursion allowed me to see the jungle and swim in the cenote . There was quite a bit of walking on uneven paths between where the golf cart dropped us off and the stables. Also mid ride, we took a break and one guide "ordered" everyone down the path for a walking tour. I declined and felt her unspoken disapproval. The other guide, Lily approached me and explained what they were seeing. Interesting but not worth the pain it would have cost me.
We also had a couples massage that was wonderful! Jasmine and Joanna did a nice job!
We highly recommend the El Dorado Royale in Playa del Carmen!
Also, Lomas travel picked us up at the airport and drove just the two of us from the airport to the resort. For the return trip, Ivan had a golf cart shuttles pick us up in the morning. Bags were given to the bell it's and we had a good breakfast! Then Alejandro drove us to the airport safely. Juan Carlos of Limas travel helped us from the van, had a porter load out luggage on a cart and they both accompanied us to the airline ticket counter. Once our one bag was checked, Juan Carlos walked us to TSA and directed us on our journey through the airport. His customer service skills are exceptional!
Jan 24, 2023
Came to El Dorado for my daughter's wedding. Many great things about the resort- many poor things. It is a beautiful resort well taken care of.
Initial coordination with the wedding coordinators was poor. This is also our stateside coordinator's issue which she was fired at some point. It is very difficult to check on the status of planning when coordinators don't show up to scheduled meetings.
Shuttle service on the property is poor. We didn't get the shuttles as needed to get wedding parties to/from events. Many are driving around empty as they are for luggage?
Check in process was poor. Probably understaffed at the time we arrived?
When we arrived we initially had a second-story place. Not great with an 80 year old disabled person. The shuttle driver dropped us off and told us we needed to carry our own luggage up.. he even went to say.."good luck". Not kidding- When I told the front desk this - they were quite shocked but didn't provide any service recovery which would have been nice.
We did change rooms to a swim out. I wouldn't pay the extra as it's not that great unless the sun hits your room the right way. Rooms are clean. Stocking is somewhat of a miss. Our bar didn't get stocked 2 days. And never snacks
Food- I would have expected better food but I've had worse. Fuentes/Jade are very good. Up charge for fuentes. The fiesta looked amazing for and additional $150.
Drinks. Better at Generations and service MUCH better.
Generations beach is much better as well.
Big parties- they don't go out of their way to accommodate bigger parties by putting tables together.
No pressure to join vacation membership which was nice.
The concierges were nice and helpful - Cesar and... I forgot the other name??
The day of the wedding was nice. flowers were amazing. Spa staff did a great job on the girls. Food tasty but very small amount for a dinner.
Washing glasses on the beach during the reception seemed a bit sketchy as it was just a rinse job in a bucket of fluid. A few people in our party stopped drinking when they saw that. Not sure what happens behind the scenes
Most staff were nice and helpful. Very pleasant.
Overall, the trip was a success. I would probably return in a small group - but there are many other resorts that are in competition in this area.
First El Dorado experience (initial review)
(Maidstone, United Kingdom)
Jan 24, 2023
Initial review only as we are still at the hotel, so will update upon completion.
Fantastic reception when we arrived, escorted to our room on golf cart by bellboy. First few days have been spent on the beach, around the pools and exploring the resort.
Staff are very friendly, would like to mention a few by name, Viridiana, Amairini, Leal, Luiz, Felipe and Benjamin who have really impressed with the customer service they offer.
The restaurants serve up the most amazing food, always laid out nicely, and very tasty. Plenty of different types to choose throughout the resort
The bars again are plentiful and service is good
Big family wedding - hotel not managed well
Jan 23, 2023
I can’t comment on how this place would be for regular vacation folks, but I would think twice before choosing this place as a wedding or large reunion gathering spot.. or at least until they are able to manage it all better.
The things they did well was coordinating event spaces and decor and changing it based on weather. The actual wedding events (there were 3) were executed well except for the shuttles. There were not enough of them at any given time to transport our large group far away to the sister property for the events. And each shuttle took a long time to come, well bc clearly there either wasn’t enough or not enough staff to drive them.
The staff was all kind and helpful and friendly. I just don’t think they had enough for the amount of people we had.
The food was just OK. None of the restaurants at any of the properties were that great. I didn’t look forward to any of our meals. The drinks tasted OK as well. Some were good, most were watered down or just OK.
Many of my cousins never got hot water in their rooms the entire stay. Some of us enjoyed piping hot or warm showers every day which was good for us.. but there had to be something wrong maintenance wise.
If you pay for a swim up room, it may be upstairs like most of ours were.. which is almost useless bc you can’t swim up to your room as it’s on another floor! That wasn’t clear when we booked. Only ground floor swim up rooms are truly swim up. I personally would not go here again.