My husband and I have stayed in many places in Mexico, and decided we would like to try Mazatlan. We found a great deal for this hotel and the reviews were mostly good, so we decided to give it a shot. We have only stayed at Palace Resorts on our other stays and have always been pleased, but the reviews for this hotel were mostly good so we decided to give it a shot since it was such a good deal through Book It. In my opinion, there is a reason it was such a good deal.
The area is beautiful and very clean. It is not nearly as touristy as other areas, which in my opinion is a big plus. I can honestly say that the service in Mazatlan is far superior to any other area in Mexico that we have stayed. The people, on the most part, are very hard workers and welcome tourists to their area. Specifically, we received exceptional service from Francisco in the pool area, Guillermo and Roberto in the Mexican restaurant, and Hermes and Leticia (spelling?) in the lobby bar. There are many other people who worked very hard, or provided good service, but these specific people did a really good job. Francisco was our Server/Waiter in the pool area and he truly hustled and worked very hard to please everyone in his section. He was amazing! We only sat in his section after we realized what a hard worker he was and how friendly he was. Guillermo went out of his way to make us comfortable in the Mexican Restaurant, and Roberto was an excellent Server/Waiter. In the lobby bar, both Hermes and Letecia were friendly and made sure we always had a drink. We made sure we tipped these employees very well as they truly deserved it for their hard work.
As far as complaints, it is mostly about the hotel. We stayed in the tower and it was supposed to have been recently remodeled. I can only imagine what the rooms in the areas that have not been remodeled were like. Our bathroom did not have a stand alone shower, but a tub/shower combination and the floor of the tub was so old it had actual cracks in it and was so scratched up that the hotel provided a rubber mat to be placed on the tub floor to stand on. There was only hot water during 2 showers for the whole week, which actually was no problem since the air conditioning was never very cold so our room was always on the verge of being warm. The bed was VERY firm, but thankfully we drank enough that we fell asleep quickly, ha ha. When we checked into the room, we found water all over the floor under the sink. We called the front desk and they sent Engineering up to fix it. We returned to the room to find that all they did was wipe up the water, but brown water stains were it had been sitting were still there and new water had dripped on top it the stains. We called back down and they once again sent Engineering to fix it. They finally did, but the mess was still on the floor and all week it leaked a bit. They should have moved us, but never offered. The floor had sand particles all over it and felt really gritty when you walked barefoot. When I removed the cardboard CLEAN sign from the toilet seat, there were actual liquid urine drops on the seat. I checked the shower and found hairs near the drain. I didn't even bother calling to have them come to clean it because it was obvious that wasn't going to happen. Instead I walked across the street and bought bleach, a scrub sponge, and paper towels. I spent the next hour scrubbing the shower, toilet, sink, counter, and then the floor by hand. RIDICULOUS, but the only way I would ever feel comfortable in the room!!! I will have to say that the next day our regular housekeeper came by when I was in the room and she did a good job each day so I don't think it was her fault. We tipped her well at the end because I truly don't think it was her fault that the room was filthy when we checked in.
The other issues we had were that the front desk were not helpful in any way. Once I asked for an ink pen to keep score of our card game while we sat in the lobby bar and the female Clerk told me no, I could not borrow a pen and if I wanted one I would have to go to my room and see if there was one in the desk...? Seriously, the front desk won't let a guest borrow a pen for an hour??? We received a coupon book for the hotel with our reservation. There was a coupon for money off at the spa. We used the spa several times and charged it to our room. When we checked out and paid for our spa services we gave the Front Desk Clerk our spa coupon and she said that even though we got the coupon from the front desk, and we paid for the spa service at the front desk, she would not accept it and if we wanted our money we would have to walk 10 minutes across the street to the spa and take it up with them. SERIOUSLY?? How would we have done that since we didn't pay at the spa but at the front desk? We just let it go because we had a plane to catch and didn't have time to walk to the spa and correct the issue AFTER we had to pay. Such a scam. The Front Desk was the only place other than the Italian Restaurant that we received horrible service. They were also the only people we didn't tip. It was bizarre how horrible they were. As for the Italian Restaurant, our Server was very nice but told us he had too many tables. He was correct because we barely ever saw him and people in other sections came and went before we ever got our food. The Manager came over and took our drink order, but never returned with them. We finally left being there for over 2 hours and our dessert still hadn't been served. He was overly busy and he did have too many tables, but it was a horrible dinner.
Last complaint is that if you want to eat anywhere but the buffet, which really tastes like mass produced food, because it is, then you have to make a reservation for dinner at a restaurant. However, we never got to eat anywhere except the Mexican Restaurant and the Italian Restaurant. The rest were always booked. For lunch and breakfast you can eat anywhere, so we tried the Brazilian Restaurant across the street at the other El Cid, for breakfast once, but our Server never came back after taking our juice order and after 15 minutes of watching him gossip near the front we just left. Oh, and I almost forgot. For lunch there is a nice open-air tented dining area set-up off of the pool area that overlooks the beach. The problem is that about 50 bees swarm the soda fountain and the entire time we were there, not once did I see the hotel try to fix the issue. One guy told me it was ok and they wouldn't sting me???? I was too scared of being stung to ever get a soda. It was crazy and more than a bit scary that to get a soda you had to stick you hand among 50 bees and hope you didn't get stung, which would pretty much put a damper on your relaxing vacation. I just ordered a cocktail instead!
The Pros were that the service is mostly amazing and the employees, for the most part, seem to work very hard and really care about serving their guests. The food in the reservation restaurants (that we were able to get into) is very good and the pools are very nice. The little huts on the beach are very nice too.
We got a pretty good deal on this hotel, so I can't complain too much. I was very pleased by the service and disappointed by several aspects of the hotel, but over all we had a good time and it was a nice get-a-way. Had I not gotten a good deal on it, I would not have been so pleased. I have never in my life had a problem like I had with my wet and dirty room before, but I did resolve it myself. If you are looking for a reasonably priced get-a-away with great service, a pretty pool, good beach access, and good location, then is will be a nice hotel to choose. The tres leches in the Mexican Restaurant is delicious!! If you are looking for an incredible room, ease of dinner options, and a nice front desk area, then this is not the place for you. 3.5 stars is accurate.
My final word is that these employees work hard and deserve to be tipped for their hard work. I saw VERY few people tip the staff. I find this pretty sad and understand that the hotel is all inclusive and that includes most of your gratuities, but these people work really hard and deserve an extra something when they provide good service. It's just common sense and common courtesy.
- Official Description (provided by the hotel):
- Nestled in the heart of Mazatlan's Golden Zone with splendid views of the ocean, refined comforts, and warm, friendly service, El Cid Castilla Beach offers a delightful combination of sun and fun for all ages. Relax on our beautiful sandy beach as the Pacific laps at your toes, sip a refreshing beverage at one of our two connecting pools or enjoy a gorgeous sunset from your balcony as it melts on the horizon. Serving as a tropical oasis for unforgettable getaways, Castilla's vibrant location makes it the perfect retreat for entertainment seekers as it is just a few sandy steps away from the energetic nightlife, enjoyable shopping, and restaurants including Senor Frogs restaurant and disco on site. • Ideal for Friends and Families • European, All Inclusive and Elite All Inclusive Plans • Three restaurants with international cuisine • Kids Club (From 10am -10pm) • Teens Club (From 11am-7pm) • Theme night dinner buffets with live entertainment • Two expansive, connecting free form pool with swim up bar • Beach front property with aquatic center • Pronatours Tours Desk • WIFI Internet Access • El Cid Golf & Country Club, offering golf, tennis, spa, and fitness center • Only 18 miles from Mazatlan Airport ... more less
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- Also Known As:
- Hotel El Cid Castilla Beach
- El Cid Mazatlan
- El Cid Castilla Mazatlan