Ventus at Hotel Marina El Cid Spa & Beach Resort - All Inclusive

Customer Ratings & Reviews

TripAdvisor Traveler Rating

4825 reviews

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  Terrible attitude and customer service

  First of all, I would like to point out the terrible attitude and customer service demonstrated by some of the resort staff. Shortly after our arrival, we attempted to make dinner reservations at one of the à la carte restaurants instead of the buffet. However, we were told that all restaurants were already fully booked for the next three days, starting from the following day, and that there was absolutely no availability for us. This was extremely disappointing. Excluding our arrival and departure days, we were staying for three full days, and being told that we had no choice but to dine at the buffet for our entire stay was very upsetting—especially considering that we had already paid in full for an All-Inclusive package. The following morning, we went back to the concierge desk to explain our situation once again, but the response was exactly the same. When we asked whether we could at least be notified if any reservations became available due to cancellations or no-shows, the response from the concierge staff member (a young female employee wearing glasses) was quite shocking. She repeatedly told us that we should personally go to each restaurant and check for availability ourselves. Her tone and attitude clearly conveyed that we were an inconvenience to her. We then went to the front desk and spoke with the manager who happened to be there at the time. After explaining the situation again, we were told that if any restaurant availability opened up that evening, we would be contacted. Later that afternoon, we did receive a call and were fortunately able to have an early dinner that evening. The next day, we visited the concierge desk again, and this time a different female staff member was on duty. Her attitude was completely different—she was polite, empathetic, and genuinely helpful. She expressed understanding and assured us that she would contact us if any openings became available. However, on the third day, when we returned to the concierge desk once more, the same staff member from the second day (the one wearing glasses) was there again. Unfortunately, her attitude remained just as rude, unhelpful, and cold. She again insisted that there was nothing she could do and told us to check with the restaurants ourselves. At that point, we no longer wished to argue and simply walked away, but we could not hide our anger at her consistently discourteous and unprofessional behavior. Furthermore, if dinner reservations at the à la carte restaurants were going to be this difficult to secure, shouldn’t we have been clearly given the opportunity to make reservations before our departure? We paid for the All-Inclusive package with the understanding that these dining options were included. This experience was extremely frustrating and left us deeply dissatisfied. Because of this experience, we will never choose this resort again !!!

  Feb 03, 2026
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  Excellent Stay

  My family and I had an amazing time at El Cid. We stayed in the Ventus with a very spacious two bedroom suite. The views from the rooms were beautiful. We has two amazing butlers - Gonzo and Enrique - that informed us of the different activities, assisted us with questions, arranged transportation, provided our room with treats and popcorn for my kids. Gonzo even arranged birthday decorations and a cake to be set up in the room. The resort was clean, well staffed, and many areas to visit and see. Many many food options. HIGHLY recommend trying Kobo - the tapenyaki house inside the resort. We even saw some crocodiles in the ponds (fensed off and not wandering around the resort). We were located close to town and took a taxi to do some shopping and exploring. I recommend grabbing a cab just outside the resort gate to negotiate better rates. We will be coming back one day!

  Feb 02, 2026
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  The French restaurant is the place to go if you have a birthday or anniversary to celebrate, the service is exceptional

  Everything was great including the food and service. The food isn’t better than this at any all inclusive as far as I know

  Jan 31, 2026
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  Amazing accommodations and service!

  We stayed at El Sid resort in Playa Del Carmen. This was our second time staying at this resort. The accommodations were wonderful, they went above and beyond to make our stay relaxing. We had an amazing experience with our butler that was assigned to our room,Orlando Olvera. Orlando was beyond gracious ans met all our needs before we asked. There was also smother butler named David that also gave us excellent service. I highly recommend staying at this resort for a memorable time. We are going back for a 3rd visit in March and can hardly wait to relax at this lovely resort.

  Jan 27, 2026
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  Terrible food

  If your looking for good food book elsewhere. Although our accommodation was nice(swim out suite) the butler Enrique was dreadful and could not accommodate simple requests. The food is awful, anybody that says it’s good must enjoy hamburger helper. We only get one holiday a year and it was completely wasted. Please, from my family to yours DO NOT BOOK HERE. The best meal we ate all week was at bubba gump shrimp at the airport(that says enough).

  Jan 27, 2026