My sister and I spent a week in El Moro mid-January. On our first day of vacation she tripped and fell on the streets of Mazatlan. To her dismay she did fracture a toe and sprang her ankle, she had to be on a cast and on a wheelchair for the whole trip.
I can not expressed and give a fair enough review of the service we were given at El Moro by the staff. Everyone went out of their way to physically and emotionally make her feel safe and able to enjoy the resort and activities. Several people/staff actions went soo far above their duties that (unknown to them) brought both of us to tears. We knew Mazatlan was a friendly town, we did not expect to feel so welcomed.
Our room was always impecably cleaned! thanks Rosalie for great service- we were on the 15th floor with an outstanding view!
Unless you need a wheelchair to move you woudn't notice that the access around the resort is somewhat constricting. the ramps are too steep and sometimes very narrow, however the waiters, security officers and even lifeguards were right by our side to help when needed!
LifeGuard- Carlos went out of his call of duty to make sure my sister was safe and provided her a way to enjoy her MAIN reason to be in Mazatlan: sit by the ocean and enjoy the sun, view and everything else- short of not being able to swim- . My most deepest thanks to Carlos for carrying her in his arms up and down the steps to the beach! Had it not been for his genuine concern, wonderful humor and strength, our visit might have been less enjoyable.
I may forget names! but my sincere thanks to Ricardo, Ramon (el Bello), Gustavo from La Concha restaurant for wonderful service and keeping us smiling!
Thanks to Ivan, Felix and Fco. for great service at the pool and beach area.
We met people from many countries and made some lasting friendships! we will try to plan and return to El Moro for a "do-over" soon!
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Your descriptive testimony of the impressions and wonderful rating of your recent vacation is dearly appreciated and we thank you for the kind review.
It is wonderful to learn that your expectations were more than met during your first stay. The level of service delivered is a reflection of the pride and dedication our staff takes in each of their duties and we are confident of being able to welcoming many more guests very soon.
Your comments will be shared with our team and we shall especially forward your commendations to Carlos, Rosalie, Ricardo, Ramon and Gustavo who are part of our most valuable asset – our staff.
Your comments are highly appreciated and represent a great factor of motivation for us to continue in our mission to take good care of our guests and to make them feel at home.
Again, thank you for your encouraging remarks and we look forward to host you soon again.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.