Pros - wonderful, beautiful property, terrific food
Cons - spotty, non-consistent service, poor service recovery when issues are pointed out, if you don't tip up front, you won't get the best service, very poor wine selection
Took a short 4 day vacation to this property, received multiple upgrades which were really great but unfortunately some of the service made the excitement of this fade over time. We arrived around noon, knew we'd have to wait for 3 PM check in so wandered property, stopped at pizzeria for lunch (only poor food experience entire time). My wife only drinks white wine (non-Chardonay) and this was an issue our entire visit. Unless you want to pay more, expect Mexican table white or a very few other cheap white wine options.
Checked in at 3 PM, took over another hour to receive our bags. Dinner at Italian restaurant in Casitas area was wonderful but Belini bar upstairs had poor quality drinks, was a mess, and service was slow.
Our room was darker than we would have preferred but very big and well appointed. Loved the outside shower, loved the outdoor bed on the veranda (great napping spot). Probably would go for upstairs unit next time for more light. Our upgraded unit had a beautiful infinity pool connected to the wandering river to the pool. Only problem was the water was not circulating, was low, and full of dirt and trash, not appealing at all. They would come by each morning and clean the river but ignored the individual pools.
Best breakfast was at Las Islas for us, good mix of buffet and a la carte ordering and the outdoor view and seating was wonderful. Tried b'fast at asian restaurant once but was underwhelmed. Had dinner at Mexican restaurant (best food and service), the main restaurant (good food but not best ambiance), asian (very good). Overall, felt bars served watered down drinks, (but later found out if I had done a little tipping up front, that would not have been an issue). Several times, bars ran out of champagne for mimosas for my wife (and they made not attempt to go get some).
Room was not serviced several times and one time fridge was not restocked correctly.
Manager did stop by to discuss our concerns, seemed mainly focused on wine issue, attempted to solve some of the issues but overall recovery was hit and miss.
Our travel agent said we got a great upgrade, worth way more than what we paid but my response was that I would not have paid any more than we did for what we got and next time will probably go somewhere else...
- Official Description (provided by the hotel):
- El dorado casitas royale, one of conde nast traveler readers’ top 100 hotels in the world and a AAA four diamond resort, is the pinnacle of romantic seaside luxury.Nestled along the beach in a separate, secluded area within El Dorado Royale on Mexico’s Riviera Maya, El Dorado Casitas Royale by Karisma is an adults only resort designed for romance. A superb array of amenities and services makes this an unrivaled destination for romantic getaways, weddings, honeymoons, and anniversaries. ... more less
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- Also Known As:
- El Dorado Casitas Royale, By Karisma Hotel Riviera Maya