This year was our third stay at the El Dorado (once at the Royale and now twice at the Casitas) And the resort was a beautiful as ever! Room renovations are gorgeous, grounds are stunning and the restaurants are amazing. We stayed in a swim-up and if you love the pool and the swim-up bars, be sure to stay in one of these suites! Our bartender - Facundo - was INCREDIBLE!! He definitely made our vacation :) We were very impressed touring the green house and learning all about the environmentally-friendly decisions the hotel is making (including allowing the staff to take home vegetables from the greenhouse that would not be able to be used in the restaurants before they would spoil!)
As with any holiday, there were minor inconveniences that could happen to anyone - our room key wouldn't work when we checked in as we were taken to the wrong room, the welcome package was not addressed to us but another couple, there were some extremely long waits during some meals, the weather wasn't the greatest, they worked on something right outside our door at 3 am, etc - but there were a couple things that just don't sit well with us.
We had very little/no hot water during the first 5 days of our stay...we complained several times per day to our concierge regarding this - they would call back saying it will be fixed very soon, or they would send a repairman to check out the suite. One time we were told to let the water run until it got hot - so I did - for 55 minutes I ran the 2 bathroom sinks and the outdoor shower on FULL HOT and they were still not warm when I shut them off!! Finally on the second last day, we got warm water :) Now I try to be reasonable, but the concierge/hotel made NO attempt to compensate us for this big inconvenience!! The most we got was 'sorry'....
Upon arrival, we were chatting with another couple and learned that the 5 days previous to our arrival it had been raining like crazy (which we were happy that we had missed) but the first step in the swim-up pool made us realize that we were also going to suffer from all the rain!! The pool was FREEZING cold (and we are from Saskatchewan where our lakes never get very warm - and this was even colder!!) We were sure that we were staying in a section that had a heated swim-up last year so we asked the bartender - who then confirmed with the pool maintenance man - that they are no longer heating ANY of the pools!! Apparently it cost too much money for them to run the heaters so now ALL of the pools (All of the swim-ups, Fuentes, the pool by La Isla, the pool near the Health Bar and all of the lazy rivers) are now cold.
Minor inconveniences happen - and if we were staying at a less-than-premium resort and paying a less-than-premium price, we would expect cold showers and cold pools - but we were not...we love the El Dorado Casitas...but we are already planning to spend our premium-money on a resort that isn't cutting the corners.
If you enjoy the pool and swim-ups bars - upgrade to a swim-up suite...we LOVE them!!
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.