Resort Details
Customer Ratings & Reviews
TripAdvisor Traveler Rating
9914 reviews
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Apr 18, 2025Serious issues with staff
Currently at El Dorado Casitas and some of the staff are extremely rude and unprofessional. We were at the main pool and one of the staff members that books spa services came around. We agreed to book a spa package if they included a bed by the pool for the afternoon (they charge for them). The staff agreed. About 10 minutes later Mauricio (they call him a “captain”) came out and kicked us out of the Bali bed and said we hadn’t paid for it. But we did…as it was part of the deal we made with the staff member that sold us the spa package (he also sells the Bali beds for the day). We requested to speak to a manager and Adriana came to talk to one of the staff members (we could see her about 20 feet away). We asked to talk to her and she said she couldn’t because she was too busy. Are you kidding? First you agree to include someone thing, then one of the other staff members kicks us out and lastly your manager doesn’t have time to speak with customers about it? Absolutely terrible customer service and treatment of repeat customers. Needless to say we won’t be back to a resort that treats customers this way.
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Apr 14, 2025Fantastic Service!
Just returned from the El Dorado Casitas Royale. Having visited three times before, I’m very confident in stating that from a service perspective this was the best my wife and I ever experienced. We stayed in the 3100 block of Casitas and had an amazing stay. Clemente our poolside bartender was nothing short of exceptional! Not only was he super friendly and welcoming, he served up great drinks too! When he wasn’t serving his direct poolside guests, he regularly would leave his bar station, take our drink requests and then serve us directly at our walkout pool patio - it was total personal service beyond anything we had previously experienced. Our assigned butlers (Hugo and Cuau) were simply on top of every detail. I think what I really appreciated was their responsiveness. When we had an issue or request these two guys made sure we received what we wanted in very short order! And like Clemente, they both had really friendly demeanors and truly made us feel welcomed at the resort (and quite frankly Mexico itself!) No request was too big or small - they happily accommodated! My wife and I will definitely return to the El Dorado Casitas Royale, and when we do we’re crossing our fingers that Clemente, Hugo and Cuau are again assigned to our Casita block!
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Apr 13, 2025You MUST visit this place!
Stunning doesn't begin to describe this place. The staff is remarkable making sure your experience is amazing and stress free. The swim up casita (room 3010) was amazing. How wonderful to slip into the water from your own secluded patio and float to the swim up bar. Issac the bartender was great, always smiling and friendly. The Bali beds were my use of heaven, and our Beach Butler, Alberto, took such good care of us. Loved D'Italia Casitas for dinner, Cocotal for breakfast, Kick for lunch and La Cabana for late night pizza. Not a fan of the Mexican Fiesta night, just way too loud for me, bit I'm sure others loved it.
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Apr 13, 2025
El Dorado Casitas delivers for this Ruby Member
My husband and I have been Ruby members for over 12 years and stayed in 31/32 per usual. The entire property is still beautifully landscaped and maintained, and our room was very clean. We were not disappointed with any of the food and the wait staff in every restaurant were attentive and friendly. There was a noticeable drop off with butler service - our butler basically told us he was assigned in section 25 through 31 and would be in demand. This is the first time we felt we had zero personal attention. However, we were able to meet often with Emiliano Baillet, our personal concierge located in section 31. He managed all our requests and revisions with a smile and asked what else he could do to make our trip more enjoyable - he was wonderful! Another person who really made our trip was Clemente, the bar tender at 31 who always greeted us warmly by name and invented new personalized, delicious drinks complete with garnishes. Clemente managed the entire bar with grace and humor, and it was evident he was well-liked by everyone. We also have to give a shout out to Alejandra at the spa. After my massage, I told my husband (a certified massage therapist) that I really wanted him to schedule with her. He did and agreed that she was skilled at isolating specific muscle groups, finding and treating knots using appropriate pressure, and delivering an incredible relaxing massage. Overall, we had a great experience and enjoyed our vacation. Thank you to everyone who works so hard to make it so.
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Apr 08, 2025A little let down
This is one of the most beautiful properties that we have stayed. Adults only, well manicured, the staff was excellent for the most part. The beach is not really good for beach and sand lovers, there is one small area for beach goers but this resort is not for beach bums. We stayed in a Casita styled room, nice size room, great outdoor shower and the walk in shower w tub was beautiful, the rooms however could use some updating to the decor. The food was average at best, we had here's so many great things about the food here but we've been to other resorts that the food was much better. This would be a great place to us if there were so updates as i mentioned.