El Dorado Casitas Royale, a Spa Resort - All Inclusive

Customer Ratings & Reviews

TripAdvisor Traveler Rating

9955 reviews

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  El Dorado Casita – July 2025 Stay – The Good and Bad

  We stayed in a Honeymoon Private Pool Swim-Up Casita in July 2025. The resort grounds are truly beautiful and well-maintained; however, the beach left much to be desired. Most of the restaurants served very good food, with one major exception: Jade at Generations. We did experience a few issues with our room. On the last full day of our trip – a day we had planned to relax and enjoy our swim-up pool – the curtain to the pool area fell off completely, and the toilet stopped working. Sadly, it took more than half a day for these issues to be resolved. What made it worse was that the delay wasn’t due to the maintenance worker working slowly, but rather poor coordination from the supervisor who failed to send anyone for hours. When I complained, management assumed I didn’t speak Spanish and placed the blame unfairly on the worker, which was not the case. The manager on duty did end up compensating us for the inconvenience, which we appreciated. Accessibility is another concern. The resort is enormous, and while beautiful, it’s not particularly mobility-friendly, if you have mobility issues. Even though the resort wasn’t busy, we sometimes waited over 15 minutes for a golf cart. And if you’re planning to dine at Santa Fe Grill, be aware that it’s only accessible via very steep stairs. A word of caution regarding the “Come Back Inhouse” promotion: Just as you're preparing to leave for the airport, a representative may approach you with what sounds like an unbeatable return offer. Unfortunately, I made the mistake of trusting the representative’s verbal promises and signed the agreement without reading the fine print carefully. When I later tried to book our stay for Summer 2026, I discovered that several of the perks I was promised were not actually included in the contract. When I contacted customer service, they pretty much placed the blame on me. So don’t make the same mistake I did! Overall, the resort has its strengths – especially the beautiful grounds and some solid dining options – but it also has some serious service and transparency issues that negatively affected our experience.

  Oct 15, 2025
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  I recovered in Paradise

  We go every year for the Members event. We have had the pleasure of meeting so many new people that turned into good friends, and this year was no different. Righ off the bat I would like to thank Emiliano for ALWAYS being there for us. Can't wait to see him again. Alondra, Chris, Hugo, David and Enrique were and always were outstanding Client service Ambassadors. I got hurt while I was there, totally my fault, and they made sure I STILL got to enjoy my time there. And Paloma our room keeper was lovely. Oh, may I suggest if you are staying in 32, do the dinner with Edmar at D'Italias Casitas for the most amazing food experience. Yes seaweed is around but they are busting their butts to remove it every single day. That's it for now. Till next time.

  Oct 06, 2025
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  Definately not the resort it used to be!

  We have just returned from spending a week at casitas Royale and was very disappointed. We have been visiting Eldorado Casitas now for over 20 years and it used to be a lovely place to stay with lots of amenities, activities and choice of varied restaurants. We visited in 2023 and found that the restaurant choices were very minimal but accepted this as everyone has just come through covid, hence visiting again in September 2025. Unfortunately on this visit it became apparrent that the downturn in this hotel was not down to covid as this visit was much worse with very limited food choices available other than mainly Mexican food. We were also disappointed to learn that La Isla and Cocotal are no longer opens for dinner either leaving a very small selection left to choose from as we tried to get in other restaurants but there was either no availability or they were closed. Santa Fe was closed two nights out of the 7 nights while we were there so we ended up eating a lot at the Market place in Generations which was very nice but we didn't pay to stay in Casitas to have to go to Generations and eat buffet food. Also had issues with our room the shower head would not stay up and the shower leaked through the door and flooded the bedroom, we spoke to concierge and the shower head was sorted but she said the door would need to be taken off so they would supply us with extra towels to put on the floor to mop up the puddles. The hotel occupancy was very low (36% according to concierge) yet we didn't even get offered a change of room instead we are told to "put towels on the floor"which is totally unacceptable. We didn't receive the extra towels and went to concierge again who arranged for extra floor mats to be left which they did leave two but the cleaner removed them the next day and we were back to square one. Site cleanliness isn't great as a set of toilets at the beginning of the Casita section were not cleaned once while we was there, wet tissue all round the sink, no toilet rolls in either cubicle and a half full bin. These rooms are extremely dated and tired and really need looking at for the price it costs to stay at Eldorado Casitas, I can only assume this is why the site is so empty these days as people are seeing this and choosing other hotels. We also tried to relax on the beach (not concerned by the large rocks in the water as we appreciate this is unavoidable with the erosion) but did expect to relax but all we had right by us was gardeners strimming, mowing one was blowing leaves, hosing the paths, painting the wall edges and all this was being done in the last few days of our trip as reps were due to visit. We also had the tractor going up and down for most of the day and reversing right along side our loungers near room 3001. Our room cleaning was very basic and not once in the whole week were our floors mopped, turndown was hit and miss and bar restocking was hardly non existant as we were constantly going to reception to request bottled water. Lastly I was very saddened to see that the cat huts, food and water was derelict, I am a cat lover and was heartbroken at how thin the cats were as there is no food for them anywhere which again there was in 2023 so we fed them whilst we were there but devestated at having to leave them in those conditions. All i can say is sort out your rooms, look at you restaurants as most hotels have much more and better restaurant choices and for pitys sake start looking after the cats on your site as they are starving and very neglected. I contacted the hotel and was informed they are part of the CatCafe programme but when I contacted CoCo's Animal Welfare they informed me that they do not have a CatCafe programme with El Dorado Casitas Riviera Maya and have not had for many years so shame on you El Dorado Casitas for giving false information to make yourselves look better !!!!!

  Oct 01, 2025
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  Sept trip

  Great time. The staff, food, ambience were all wonderful . Sea weed still heavy in several places but not Resorts Fault Butler Alondra and David were exceptional.

  Sep 28, 2025
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  A 4* Honeymoon at a 5* price

  I really did my homework before booking, don't ignore the negative reviews- THIS IS NOT A 5 * HOTEL. I will keep this review as concise as possible, some positives outweighed by one big negative. On arrival, friendly reception, easy check in, consierge great, thanks letty and esmerelda for your errands! Our room was clean and like the pictures, nice touches with banner on the door and sparking wine complimentary of our honeymoon. Rooms: spacious, cleaned daily, restocking of mini fridge was hit or miss, had a slight ant issue...couldn't turn the air con off so I slept under a thick blanket at night. The hotel is at 30% occupancy so feels very quiet and in turn limited, only certain pools are open. Alcohol doesn't taste premium, lots of ice and flat mixers used. Pool swim up area lovely, our bar man was very grumpy and refused to play music some days and seemed very unhappy to be asked to do pretty much anything, he just stood in the corner of the bar (under the cameras) on his phone. Night time entertainment pretty much non existent, what was on at the "big show" was in my opinion somewhat amateur. I wasn't aware of any other entertainment throughout the day despite what was advertised. The hotel is tired but still the setting is beautiful, the views are fabulous and the wildlife is great to see. Our biggest issue was the evening food, we tried over the first 4 nights all the restaurants except for the Italian....the menu was not to our taste particularly but what we did have was either salty, greasy or dry. We dont eat seafood, pig tongue, cow cheek, bone marrow etc so my advice is look at the menus of the restaurants before booking....We really struggled with the food and decided on day 5 to check out and find somewhere else for our remaining 5 days that had food more to our liking. When we asked to do so we were promised by the hotel manager Francisco that if we tried the Italian, spoke to the chef and the food and Beverage manager about our food preferences they would endeavour to find something that we could eat, we agreed and so we did that night we went to the Italian and was met by Ruben the F&B manager, spoke to the chef, I think Rebecca and was served by Edmar. Perfect! We had a simple capreze and a rare fillet mignon steak. Honestly, we didnt want to eat the same meal every single night but we knew we would at least enjoy it! Thank you to Edmar, Ruben, Miguel and Rebecca for the enjoyable meals we had on those nights and the above and beyond service. When the italian closed on the Wednesdsy, we went to Francisco and asked if we could have the same meal upstairs in the Steak restaurant...Francisco says not possible. The steak restaurant one flight of stairs above the italian was not allowed to serve us the same steak, yes a steak house was not able to serve steak, the reason is its "a different speciality", a debate on this obvious disparity ensued. Frankly Fransisco, you are rude, obnoxious and obstructive. What could have been a simple fix on your behalf turned into a fight for us to get a meal we could eat. Considering we were on our honeymoon, your apprent 5* standards and the price we paid I'm sure this oversight and in turn negative experience and review could have been avoided. Francisco claimed to be the highest of the managers I could speak to, if this is the case....you could have accommodated a simple, reasonable request. WONT BE COMING BACK, LIKE MANY OTHERS WE SPOKE TO.

  Sep 27, 2025