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Reviewed 8 April 2018 via mobile

Superb resort. It is so beautiful, like heaven on earth. The grounds are impeccable. No one stops working. Amazing staff to maintain the beauty. Casitas is upper level and so relaxing. The sort is not a hotel atmosphere which is much more relaxing. We stayed in the presidential 3001. Private pool is beautiful and warm. Our favourite restaurants were Kampai, La Isla, Cocotol. JoJo’s was our favourite spot to go to after dinner to hang out and enjoy our coffee and baileys . Thank you to all the fantastic staff that go above and beyond to serve us and make it enjoyable.
Our butlers m, Rodolfo & Pilar were the best. Rodolfo aims to please. He will find anything you are looking for and includes all of our family in his service. So special!! Thanks so much for everything.
Our 5th trip as Members and we wouldn’t want to be anywhere else.

J & K McMullen

Stayed: April 2018, travelled with family
2  Thank Karen M
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 9 April 2018

Hola!

Dear Karen M,


We very much appreciate your comments regarding our hotel facilities and most of all, our staff performance and I am sure that a lot of travelers will consider it useful,clarifying with all this valuable information when choosing their next destination in the Riviera Maya and
It is interesting to read that you enjoyed every detail of the Karisma Gourmet Inclusive Experience like Kampai, La isla. Jojo´s.

I enjoyed reading your review. I'm very proud of each and every employee at the El Dorado Royale and i will share your comments with everyone so we will address your kindly comments with all our staff.



I hope we have the pleasure to welcome you once again very soon

Sincerely,


Mariana Montes
Hotel Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 7 April 2018

The service at this resort was excellent. Everyone was very friendly. Each section of rooms has their own concierge who helps you with your reservations at restaurants and the spa. The Casitas were perfect for our anniversary celebration.

Stayed: March 2018
Thank Lori 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 9 April 2018



Dear Lori B

Thank you for such a wonderful review and for sharing your experiences with the Trip advisor community. I’m sure your review will help many with future vacation choices.

It is a pleasure for us to know that your experience exceeded your expectations. Our number one priority is to make every guest experience exceptional and as special as it can be.

We hope that El Dorado Casitas Royale Riviera Maya, a SPA Resort by Karisma will be your preferred resort for your next visit to the Riviera Maya and Mexico.

Sincerely,

Mariana Montes
Hotel Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 7 April 2018 via mobile

All I can say is we have had a fantastic holiday, met some wonderful people in casitas 26 brits Canadians and Americans who will become lifelong friends, casitas are lovely and all staff amazing but a special thanks to Cesar Rodriguez and Antonio Herrera our bartender and beach butler for making our holiday extra special, nothing was to much trouble they went out of their way to make our days wonderful they are a great asset and a credit to this resort, also aristero Efrain hau mex who made our breakfasts and lunch entertaining with fab service, liz at cocotol and jojos very polite friendly and good service, lovely restaurants great food in all of them and we especially enjoyed jade and the wine kitchen in generations, our advice would be if your in the adult only resort don’t discount generations the family restaurants for your meals as they are excellent, the maid cleaned our room to perfection in 2618 with the lovely flower towel art every day nice touch, the turn down service every night was a great touch, and we have nothing but the utmost respect for how hard all the staff work here, it is a pure luxury resort and we will be back and will recommend this resort to all our friends.
Paula and Kevin Goss uk

Stayed: April 2018, travelled as a couple
1  Thank kevincgoss
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 10 April 2018

Hola!

Dear Kevincgoss,

Thank you for your wonderful review of your experiences at El Dorado Casitas Royale Riviera Maya, a SPA Resort by Karisma , it was a pleasure to host your vacation and we are very happy to hear that you enjoyed your Karisma experience.

There is nothing more rewarding than to receive the praise from our valued guests and we will certainly share your experiences with our employees. We are very happy to hear that the staff mentioned had such a positive effect on your visit and they will be rewarded for their efforts.

Thank you again and we look forward to your next visit to the El Dorado Casitas Royale Riviera Maya, a SPA Resort by Karisma


Sincerely,

Mariana Montes
Hotel Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 7 April 2018 via mobile

My husband and I just finished our vacation at El Dorado Casitas Royale and we were absolutely blown away. Not only was the resort STUNNING, but the staff was EXCEPTIONAL. Clear blue water, soft white sand, amazing food...can’t get much better than that!! Our personal concierge, Luis and Josselin, were second to none and they went above and beyond to ensure our stay was nothing shy of perfect. Our bartender, Luis Pozos, was THE man! He was friendly, attentive, and kept the cool drinks flowing! One of our favorite waiters was Guillermo, who provided excellent service when we went to eat at Las Olas and Santa Fe! I cannot say enough wonderful things about this resort, and my husband and I are already looking to book our next visit. Thanks to everyone at Casitas and El Dorado who made our stay one of the best we’ve ever had. Hasta luego :)

Stayed: April 2018, travelled as a couple
Thank Alyssa C
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 7 April 2018

Hola!

Dear Alyssa C,


It has been really nice reading your detailed review of your holiday at El Dorado Casitas Royale, a Spa Resort by Karisma.

It is interesting to read that you enjoyed every detail of the Karisma Gourmet Inclusive Experience and we will address your kindly comments with all our staff like Luis Josselin, Guillermo etc.

We heartily appreciate your kind words to all the staff, facilities and services.
Hopefully, we will have the pleasure of welcome you back very soon.


Sincerely,

Mariana Montes
Hotel Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 6 April 2018

After another long Chicago winter, my friend and I decided we needed to head south for a little sunshine. We didn't know what to expect from this resort but overall we were very pleasantly surprised.

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Pros:

As others have mentioned, the service here is very good - there's no shortage of people to get you whatever you could want. Our pool butler and bartender were particularly great.

The pools at the Casitas were another big plus - there are a couple of big pools at the main resort, but each section of Casitas has its own smaller pool (complete with swim up bar). We were looking for quiet poolside relaxation, so the smaller pool close to our room was perfect. People looking for a more social party atmosphere could find it at the larger pools just a short walk away.

The resort itself is really beautiful - it's well manicured and well maintained outdoors.

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Neutrals (these are neither pros nor cons)

The food at the resort was plentiful, but not exceptional in quality. Don't get me wrong, it was good and we never went hungry (quite the opposite!). It just wasn't anything to write home about. I'd say the best meals we had were at Santa Fe and Rincon, and the most underwhelming one was at Katana.

Our hotel room was spacious and the bathroom in particular was nicely appointed (the outdoor shower was a nice touch). The decor looked a bit dated and worn, though, and the bathroom wall didn't reach the ceiling - so everything you did in the bathroom could be heard clearly in the rest of the hotel room. EVERYTHING.

Also, the resort is quite large, and you have to walk a fair distance to get to some of the restaurants and other amenities. They do run a golf cart shuttle, but it only runs every 20 minutes so you could be left waiting a long time. The walking wasn't an issue for us for breakfast and dinner, but having to leave the pool and walk a ways to get lunch (or sit in your room for half an hour waiting for room service) was a little annoying. It would have been nicer if there were food options at the pool. (One easy way to accomplish this would be to allow guests to order from the room service menu at the Casita pools.) I could also see the walking being a challenge for people with impaired mobility.
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Cons:

The beach at this resort was being inundated with algae while we were there - there were multiple crews of people raking up and removing it all day every day and it just kept coming. It made going into the ocean really unappetizing. The resort is doing its best to control the problem, but if you're a big ocean swimmer you might be disappointed here.

The staff pressure you to sit through a sales presentation for their vacation club in order to get discounts on things like spa treatments. We went for it to get the 2-for-1 massage deal, but in the end I completely regretted it. The presentation DEFINITELY didn't last the 60 minute maximum they promised (ours was over 2 hours) and the process left a really bad impression.

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Overall there was way more good than bad at this resort, and I would definitely consider a return visit. It's probably better for couples than groups of friends (I saw maybe 2 other groups there who didn't seem to be romantically attached), but it was still a great, relaxing week overall.

Room Tip: The ground floor casitas in sections 30 and higher have swim out pool access.
  • Stayed: March 2018, travelled with friends
    • Rooms
    • Cleanliness
    • Service
1  Thank Heather H
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 7 April 2018

Hola!

Dear HSH98,


We very much appreciate your comments regarding our hotel facilities and most of all, our staff performance and all our customers’ opinions and suggestions are really crucial in the process of improving our performance, so we thank your valuable comments which undoubtedly help us take a step forward in terms of client´s satisfaction.

About the beach 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

The Exotic tour we have worked very hard in this area in order to avoid other guests get the same impression, in general I am sure that a lot of travelers will consider it useful and clarifying with all this valuable information when choosing their next destination in the Riviera Maya.

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
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