This was our first trip to Mazatlan and although I started off very loyal to the Caribbean side, I enjoyed our trip immensely. We booked a two bedroom suite and were treated like VIPs all the way. Travelling in the off season, the resort was mostly ours. Staff were attentive and friendly - A big thanks to Ricardo, Julio, Cristofer, and the rest of the wait staff in El Pergola. We truly felt like we were being welcomed home.
This is an older resort and could do with some updating but any request we made was quickly attended to. My biggest complaints would have to be the food and the kids club. While the food was fine...it was nothing spectacular and even through the resorts was less than half full, we were frequently told there was no space at the reservation only restaurants only to walk by later and see just one or two couples in the restaurant. Selections at the buffet were the same with a few new items depending on the evening theme. The food was hot though and fresh (which was good.) Even my picky eater was able to find something everyday (the same thing, everyday.) We ate off site two times and those were the best meals we had. Having been to other El-Cid resorts we were disappointed by the kids club here which was little more than an tiny empty store front with a TV and table. My kids looked forward to a few of the listed activities but they were cancelled the day of. My oldest attended a few times but all they seemed to do was watch movies over and over. Navigation around the resort is hard too as there is no maps so....it's a good thing it's not huge.
Our room was fabulous (larger than our house) and had a hot tub on the balcony. Views to die for. Bed was very comfortable and cleaning staff did a great job. Would not hesitate to book again.
Castilla Beach is the newest of the 4 buildings, quieter than others.
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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I thank you for sharing you recent experience with us and for pointing out pros and cons. It´s so great that your first time in Mexico was an unforgettable one and that you were left anxious to come back. All in all it seems like you had a good trip I do apologies for the minor inconveniences along the way. Firstly I’d like to add that I am happy my staff was able to attend your every need and provided such great service we always want our guest to feel like they are at their home away from home. I´d also like to add that we are working on renovations we take every precaution and maintenance to ensure a wonderful, luxury experience. I am concerned to hear you didn’t find our food to fit your standards rest assure that your comment is taken with the upmost seriousness and I will talk to our food and beverage department to discuss in ways we can improve. As far as our Kids club it is really shocking to me to hear that there were no activities the days of your visit, I say this because I myself have observed some activities they do such as painting, play games and on special occasions even decorate cakes we have a lot of activities to offer I’m going to further investigate this situation to see what went wrong, my apologies. I am glad to hear that aside from your inconveniences you didn’t let it change your outlook on our hotel. There is always room for improvement and thast just part of the processes that allows us to grow! We hope that in your next visit you well be able to see the changes. We welcome you back with open arms!
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.