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Reviewed 3 April 2018

El Dorado Casitas Royale was the most amazing resort. My husband and I stayed at this resort for our honeymoon and absolutely loved every second of our stay! The resort was always spotless and looking beautiful. We stayed in a Swim-Up Suite and loved it. It was so convenient and luxurious to have the ability to step into a pool right off the porch from our room. We also loved that the pool fed into a main pool for each Casitas section where there was also a bar. My husband and I loved relaxing by our pool, but also going to the main pool and visiting with our bartender, Jorge. Jorge was one of the best parts of our trip because he was so personal, hilarious, and attentive! As was our pool butler, Manuel, he was also personal and very friendly! Another one of our favorite parts was the serving staff at the different restaurants that we ate in! We in particular loved asking for Kiki and Efrauin! Not to mention that at the restaurants they would treat you like royalty by always pulling your chair out and putting your napkin in your lap.
We even were encouraged by our travel assistant to do an excursion off property, but we didn't because we loved the resort so much and didn't want to leave! We are already positive that we want to return to El Dorado Casitas Royal as soon as we can!

Room Tip: Swim Up Casitas Room
  • Stayed: March 2018, travelled as a couple
    • Value
    • Sleep Quality
    • Service
2  Thank Madison A
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
KarismaHotelsResorts, General Manager at El Dorado Casitas Royale, by Karisma, responded to this reviewResponded 4 April 2018

Hola!

Dear Madison A,


It’s wonderful to hear from you and we’re so glad that you enjoyed your honeymoon at El Dorado Casitas Royale, a Spa Resort by Karisma,truly, we cannot thank you enough for choosing to spend this very important moment in your lives at our resort, I am so happy to hear that your experience was in line with our reputation for upscale and quality service.

We will address your kindly comments with all our staff and it was an honor to host you and I hope that El Dorado Casitas Royale will be your number one choice for future romance vacations.


All the best!

Mariana Montes
Hotel Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 3 April 2018

Everything was great with the exception of the beach.

Good: Room was beautiful. We were in section32 with a swimup private pool TRUE luxury! The pools in each section were great. The outdoor shower in the room are a really nice unique touch. The food was great. The only issue is that the restaurants are a long distance away, so you are walking long distances. there are carts, but we were never ever to catch one. they were alwasy full or doing a private tour and not willing to stop. I think they spend a lot of time taking people around that that they are trying to sell the timeshares to. (we avoided that).

Bad: When we got there, we were SHOCKED about the beach but as the week went on we got used to it and didnt find it that bad. the concrete reef actually seems like wwII bunkers and the beach itself is small and unfortunately this year there is alot of seaweed. But the water is warm and the bunkers do function as a breakwater. So once you get used to the seaweed and the cement pyramids off shore, it is nice. Still the worst beach of anywhere we've been in the mayan (and we've been to 8-10 resorts in the area in the last 10 years.)

Overall, we were very happy, but if you are a "beach person" vs. a pool person, you will be disappointed.

Room Tip: go for the swim up , beach is better closer to section 31-32
  • Stayed: February 2018, travelled as a couple
    • Rooms
    • Cleanliness
    • Service
3  Thank vacationbarb
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
KarismaHotelsResorts, General Manager at El Dorado Casitas Royale, by Karisma, responded to this reviewResponded 4 April 2018

Hola!

Dear Vacationbarb,


Allow me to thank you for taking the time of sharing your experience with us, as our guests’ opinion is very important and it is thanks you to valuable feedback like yours we will continue to improve and perfect the five star service to all of our guests,thank you so much for all the kind words addressed to our facilities, services and, most of all, our staff.

Unfortunately the El Dorado Royale and the entire Riviera Maya has experienced an unusual increase in the amount of seaweed being washed ashore. This is a natural and extraordinary occurrence and we are making every effort to clear the beach front


Looking forward to receive you once again, at El Dorado Casitas Royale, a Spa Resort by Karisma for another memorable vacation.Remain at your service,

Mariana Montes
Hotel Manager


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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 3 April 2018 via mobile

We stayed in the Casitas. The resort itself is beautiful. Do not expect a beach, a lot of seaweed (they have a daily crew cleaning up the seaweed) and very rocky.
The food is generally good but it is not gastronomie type food. The buffet is vast but not as good as Secrets.
We had a lot of issues at dinner time with service. Missing meals from the order, sometimes up to a 45 minute wait for our food.
We were approached by a staff member selling 2 lobster for USD 50 as long as we had this in the Italian restaurant, we chose the Royale side as we were told it was better than the Casitas side. The wait was horribly long (+45 mins), the lobster was overcooked, that was really sucky cause we waited for this feast. We even spoke to the manager and she apologized as well because the order our waiter took didn't actually make it to the cooks. She then discussed this and the food came out 10 mins later. Disorganized.
Our section 27 in Casitas was taken care of by our bartender, Jonathan, whi was amazing!! He catered to my diabetic needs and went above and beyond. Kevin who also waited on us in 27 showed up with snacks during the day while we were at the pool or beach side.
Also another shout out to Fany who every day cleaned our room and surprised us with the most amazing towel art.
The last day there (24) the power went out and we could hear the aux generator kick on from 3am that morning. Lights went off and on, ac on and off the annoying chime, no hot water and foul smell throughout the resort. Not the best on the day of travel.
It was generally a good trip but I don't believe that we will be returning to this resort.
Time share starts at 15K and by the sounds of some of the members we met, not worth it.

Stayed: March 2018, travelled with friends
6  Thank Shoshana A
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
KarismaHotelsResorts, Manager at El Dorado Casitas Royale, by Karisma, responded to this reviewResponded 4 April 2018

Dear Shoshana A

Thank you for the time taken to provide us your review of your recent stay at El Dorado Casitas Royale Riviera Maya, a SPA Resort by Karisma; every comment raised by you it is of utmost importance at the time that we evaluate our hotel and services.

It is very disappointing to hear that your experiences did not live up to expectations. We can assure you that your experiences are not reflective of dining experiences and unique Gourmet Inclusive experience we offer to our guests.

Your comments and feedback will be used constructively; ensuring we make every stay as close to perfection.

Please do not hesitate to contact the customercare@karismamexico.com so that all mentioned can be reviewed with you directly.

Warmest regards,

Mariana Montes
Hotel Manager
gm@eldoradocasitasroyale.com.mx
El Dorado Casitas Royale Riviera Maya, a SPA Resort by Karisma

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Reviewed 3 April 2018 via mobile

Stayed for a week at casitas. Very nice,... BIG place, spread out! (wore out my wife’s knee walking to the various restaurants) Lots of friendly staff. Casitas have their own pool, so we mostly hung out at ours. Beach... not so great. Looks something like the Atlantic wall built by Hitler to keep out invaders: big huge concrete blocks 75 yards off shore to prevent beach erosion. Rocky in the water, but a nice sandy beach. Lots of seaweed tho. For a place that was billed as “gourmet”, we found the food somewhat lacking. But not a detraction. Resort is quiet, and average clientele seemed aged 50-60ish
The people and employees are the major asset! All so helpful and friendly! From bellman, to maids, personal concierge, to grounds keepers all were very friendly and exceptional, and would accommodate every wish!

Stayed: March 2018, travelled as a couple
3  Thank Douglas B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
KarismaHotelsResorts, General Manager at El Dorado Casitas Royale, by Karisma, responded to this reviewResponded 4 April 2018


Hola!

Dear Douglas B,


Allow me to thank you for taking the time of sharing your experience with us, as our guests’ opinion is very important and it is thanks you to valuable feedback like yours we will continue to improve and perfect the five star service to all of our guests.

We are sure your description of our site´s atmosphere will be a great help for future travelers when choosing their next destination and about the blocks we have a beach project in process: the artificial reef is a very ambitious project but once it is finished it will become the largest artificial reef in the world and we will have an excellent beach

We hope you give us the opportunity of hosting you in the near future at, El Dorado Casitas Royale, a Spa Resort by Karisma, your Mexican Home! Thank you for choosing to stay with us.


Remain at your service,


Mariana Montes
Hotel Manager


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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 2 April 2018

This was our second trip to El Dorado Casitas Royal!! The service is outstanding. Our swim up bartender and beach butler were great to say the least. Our room had a wonderful ocean view and was always clean. We love the quiet and relaxing atmosphere! We will be back!

Room Tip: Casitas 29 is the BEST!!!
Stayed: March 2018, travelled as a couple
Review collected in partnership with this hotel
2  Thank angie_schaedel
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
KarismaHotelsResorts, General Manager at El Dorado Casitas Royale, by Karisma, responded to this reviewResponded 4 April 2018

Hola!

Dear Angie_Schaedel,


Thank you so much for rating us with the 5 stars award and for taking the time to write such a nice review of your experience at our premises.

It feels really good to acknowledge, through your words, that all our efforts to achieve our guests’ satisfaction have been worth it and I am sure your comments will be a very nice motivation for our staff to keep working for all future travelers when trying our destination.

Hoping to welcome you once again at El Dorado Casitas Royale, a Spa Resort by Karisma.

Best regards,


Mariana Montes
Hotel Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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