TripAdvisor Traveler Rating

We came to this resort based on recommendations from friends and were unfortunately very disappointed. We've stayed at several other resorts in Mexico and wanted to give this one a try because of the positive reviews we received. The biggest issue was the food and service. On multiple days, at breakfast, lunch, and dinner, several food items were unavailable and staff simply told us they were out and would not be replenishing them. As vegetarians trying to make healthy choices, the already limited options became even more restrictive. Room service was also extremely slow. We ordered food on multiple occasions, and each time it took over two hours to arrive—even during non-peak hours. Service throughout the resort, including at the pool and restaurants, was consistently slow. The staff themselves were friendly and hardworking, but it was obvious they were severely understaffed. This appeared to be a management issue rather than an employee issue. Unfortunately, our experience ended on another disappointing note. Our flight was canceled, causing us to miss the final night of our prepaid stay. While we understand that airline cancellations are outside the resort's control, we had hoped they would show some goodwill by offering a partial refund, a credit, or even compensation such as a spa service or resort credit. Instead, our request was completely denied without any acknowledgment or effort to accommodate the situation, which left a poor final impression. On a positive note, housekeeping was excellent. Our room was always clean, well maintained, and serviced promptly. Overall, while the rooms and housekeeping met expectations, the lack of adequate staffing, inconsistent food availability, slow service, and inflexible customer service significantly impacted our vacation. Unfortunately, we would not choose to return or recommend this resort based on our experience.

The Vela family had a wonderful stay. The hotel was very nice, clean, and well-maintained, and we truly appreciated the friendly and attentive staff. A special thank you to Rodolfo and his team at the French restaurant for going above and beyond to help make my niece's birthday celebration so special. Their exceptional service was greatly appreciated. The only disappointment during our stay was the odor from the seaweed along the beach.

We spent a lot of money on this vacation, and unfortunately our first impression was very disappointing. The front desk experience was not welcoming, and the way we were treated during check-in really affected the start of our stay. A resort like this should make guests feel appreciated from the moment they arrive. The food was great, the resort was clean, and our housekeeper was wonderful and very kind. However, the rooms were smaller and less modern than expected, and the service from some staff members was not consistent. For the price we paid, I expected a much better level of customer service. A little kindness and professionalism from the front desk would have made a big difference.

Everything about our stay at MARINA ELCID is wonderful. We love the spacious clear pools, the beautiful clean rooms, the delicious variety of food and drinks, cleanliness of the entire resort, the staff from the outdoor landscaping crew (which keeps the entire grounds looking fresh and clean all the time), maid service, food staff, (from servers to chefs), and towel service. But the two guys that make it all run smoothly for my husband and me are Are Mendez and Manuel Diaz. These two are always in touch with me and make it easy for me to stay in touch with them. I ask and they make it happen whether they are on site or off. I can always rely on them. If not for them, my stay would not be as memorable. Thank you Are and Manuel. See you in September. They are the two that keep us going back twice a year and staying for 3 weeks at a time.

An amazing trip. The resort is always super clean and well maintained. Rooms are spacious and the A/C is awesome. The staff always willing to help and the bartender at Ventus Lobby, Jorge, went abve and beyond with his drink options. Restaraunt options are geat and the servers are always friendly and helpful with suggestions. Cant wait to return