This was our first trip to Mexico. The service is first class all the way. Felix (out at the pool) not only works extremely hard but is a true pro, he also leaves you with the impression that he truly cares for his customers and I believe he does. This is also true for most of the staff. I asked for a few concessions while checking in and they were met without any concerns or issues ending up with a Great room on the 24th floor. I was surprised to read about the air conditioner issues with other guests, our air conditioner worked perfect the whole trip (June 28th to July 06). The poolside entertainment was fun, music good (sometimes a little loud) and the bingo was fun to play. The beach was awesome, we enjoyed playing in the unusually large waves. The venders were alright and for the most part backed off when you were polite to them.
We had an all inclusive deal. Unfortunately we really didn't know what we were getting as trying to find out information online is impossible and what information is available seems to be cryptically worded. The All Inclusive seems to be is a game to them, it takes a couple of day's to really figure it out and by then you realize the food is absolutely atrocious. Just by circumstance the first 2 days we either paid for food at the pool side cafe or ate off site and felt great. As soon as we ate the food included in the all inclusive we became very ill and in fact spent most of our 4th day in the room unable to get out. No we did not drink the water... After being back we ended up speaking with people familiar with El Cid (one of them keeps his boat at the El Cd Marina) and as soon as I mentioned we got sick they immediately said "the food". The Al a Carte's we're not any better. Did I expect world class dining? No, but palatable would have been nice. I understand many people did not have an issue but being so far away I've run into too many people that have had issues there. We did have wi fi issues (29.99 per week, per device...) that went unresolved.
I wanted to give it a poor rating but the resort itself is nice, the staff is amazing, the elevators are a major pain in the rear, but sadly the food was terrible. We though we would return in the fall with the children but unfortunately will seek another location.
Also the local people working there are very sweet and work very hard, please be generous when tipping.
Arrange transportation from the Airport to the hotel before you get to Mazatlan or you will end up d...
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
July 27, 2013
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Thank you for taking the time in writing this review it is always great to hear about experiences guest have had. What an honor it is to have been the hotel of your choice on your first trip to Mexico. My staff and I work really hard in always making sure our service is given its 100% and it´s always great to get recognition for our hard efforts. My staff well be happy to hear the wonderful comments you have made and give even more motivation on keeping up the good work. We unfortunately did have some issues with the air conditioning but we worked on fixing the problem as quick and efficiently as we could its good you guys were not affected by this inconvenience. It sounds like you had a great time in the pool area its great you got to enjoy the activities we had to offer as we always s try and interact with our guest and are always looking for fun new ways to do so. It concerns me to hear the comment in regards to the food it is rare that we have an issue with our food and beverage department but nevertheless we will defiantly look in to this and double check all our products, I do apologies for this but I’m glad you didn’t let It change your prospective on our hotel I can assure you that in a future visit you will not encounter these issues and you will see a change, there is always room for improvement but that’s part of a go on process to become better each and every time. We hope to have the pleasure in hosting you again.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.