El Dorado Royale, a Spa Resort - All Inclusive

Customer Ratings & Reviews

TripAdvisor Traveler Rating

17815 reviews

• 

  Gone down hill since last time

  Great resort for pools, and food, although limited menus. Not great for beach as the beach is limited and many areas of beach for members only. You are not allowed in the sea. There are massive WWII looking boulders all along the resort sea front: Nice atmosphere and the staff are the most polite and friendly around. The rooms in the luxury suites need refurbishment imo. We have stayed before and there were a lot of things we noticed that wasn’t the same. The “fly me to the moon” light up sign gone from the candle lit dinner space. Neon “Mexico is always ideal” sign in guacamayas broken. Have to pay for Bali beds around the la Isla pool. Drinking out of the coconuts are now charged to your room instead of free. No bbq around la Isla during the pool foam party. And the foam?!? There was hardly any this year?! Not allowed to swim in casitas pools, even though there are plenty and sometimes only 1 couple per pool being served by one very bored barman. Shops on resort very over priced. Be careful when sat at the swim up bar, I had my drink refilled a lot while i wasn’t looking. Which you’d think is a bonus but very dangerous when it’s red wine!

  Dec 09, 2025
• 

  Loved this resort!

  Just returned from 7 nights at the El Dorado Royale and enjoyed every minute!! After reading some reviews, I wasn't sure what to expect, but was extremely pleased with everything! The staff are friendly, helpful and attentive, always striving to make sure you have everything you need. We ended up with an oceanfront room and the view was stunning! The rooms, although slightly dated in certain aspects, were very clean and well appointed. All of the restaurants we tried were amazing and we enjoyed every meal we had.....the Mediterranean being our favourite. We ordered room service for two breakfasts and one dinner and service was great and food was tasty. We never experienced any issues with getting a shuttle to some of the restaurants that are farther away. There are lots of pools away from from the main pool, so always a quieter place if you want. There were many daily activities, including a cooking class that we enjoyed so much. Would not hesitate to recommend this resort to anyone!

  Dec 08, 2025
• 

  Save your money and time and go somewhere else.

  Save your time and money and go anywhere but here. The front desk told us a couple of things gave us a map and told us come back around 3pm. Once we finally got our room it was absolutely pathetic how outdated old and unsanitary the room was. Mold all over the shower and all in the bath tub. Let’s not mention there’s a huge glass wall in the bathroom and the door to the shower and toilet are both glass and didn’t even close properly. Zero privacy. There was a huge “vent” where the shower was and it was literally just a cut out hole in the wall where any insects could come right into your room. You could also hear every sound outside your room door because of this. There was animal feces in the stairwells almost everyday. One time some stayed there for 3 days!! Anytime it rained the stairs had over an inch of water pooling everywhere making it a total hazard during the day and especially at night. We were told we had to meet with our “concierge” to book all our dinner reservations. When we went we waited almost an hour to get in to actually speak with them because you have to go to your specific one not any of them. Once we got in both the lady’s were so fake it was pathetic. When asking how much a massage was for couples they told us like $400 usd but if we came back before 1pm they say it would be $200 usd. Once they realized we weren’t buying anything they were selling they were so rude and made me feel so uncomfortable. When we went to book the “free excursions” with lomas travel in the lobby that was a total joke. We booked to go to Playa Del Carmen which included tequila tasting and visiting a jewelry store. The day we booked I become ill due to something I ate I wanted to reschedule. When we went back to reschedule there was this gentleman with glasses that told us we needed to pay a no show fee. He then said but I’ll wave that fee once he realized we weren’t going to pay him anything. He then confirmed we were rebooked for the following day. When we went back the next day we were told we were never booked in at all. It was a total joke!! When we were sitting talking to Lomas Travel another couple came up and started asking about the “free excursions” and he told them nothings free and proceeded to tell them they have to pay. Total joke!! One day we went to the main pool and not knowing there was over 10 cabana beds that were completely empty so we sat in one for over 3 hours and were enjoying ourselves. Until a lady came over and told us we have to leave because we didn’t pay for the cabana. And when we asked how we could pay for it and reserve it she said we couldn’t. When we brought this up to the “supervisor” in the lobby she didn’t even blink once she could have cared less. We were told room service is 24 hours that isn’t true at all. We ordered once and it took over 2 hours and the food was absolutely pitiful. The drinks were so inconsistent it was depressing I could never get a good proper drink. This place may be big and lots of amenities/restaurants but the service and quality is absolute garbage. It is nowhere near a 5 star at all!! On a good day maybe a 3 star.

  Dec 06, 2025
• 

  Poor Customer service

  This hotel is one of the worst we have stayed in. It really requires updating. The staff are nice but totally understaffed this they appear rude. We arrived at the hotel at 8am and had to wait for our room to be ready by 3pm which is when check in was. When we finally got to our room the safe was not working, the balcony door had no lock and the sofa had no cushion. The phone has no housekeeping button so I had to call the front desk 4 times and waited for over 4 hours but no one came. I had to goto the front desk to get assistance. Raul at the front desk stated that someone was coming.

  Dec 05, 2025
• 

  Terrible experience

  My heart is shattered. I’ve cried at least four times since this happened. I cannot believe the treatment we experienced at this resort. For context, my family has been part of Exotic Travelers for over 11 years. I have visited El Dorado Royale more than eight times, and my family collectively has stayed at Exotic Travelers resorts well over 30 times. This trip was meant to be the most special of all—my wedding. Naturally, I chose this resort because of our long history here. I invited 30 guests who traveled from their homes to Mexico to celebrate with us. Had I known how poorly we would be treated, I would never have chosen this location. ⸻ The Incident at “The Spot” Just one hour into our third day, we visited the members-only pool area, The Spot. The bartender, Noa, refused to serve us—no water, no drinks, nothing. We stood at an empty bar for well over 15 minutes. This was not due to crowding or lack of staff. Two guests approached the bar after we did and were served immediately. They received their drinks, returned to their loungers, and we were still standing there, waiting and being ignored. We asked multiple times and were dismissed each time. Eventually, we left the bar area and continued swimming. Later, my friend told me she had a nearly identical experience with the same bartender, except he told her to “go climb the tree and get her own coconut” when she asked for a piña colada. This was not sarcasm or humor—he was nasty, rude, and openly demeaning. When I confronted him and asked if he truly said that—because I was in complete disbelief—he boastfully admitted it and shrugged. I asked to speak with his supervisor, and he told me no, repeatedly. The anger and disgust in his expression were honestly frightening. Then, shockingly, he pulled out his phone and took a picture of my friend without her permission as she continued asking for a supervisor. ⸻ Aftermath I was left speechless. I immediately called our butler and explained what happened. He arranged for supervisors to meet with us, but the emotional damage was already done. I am heartbroken because no one deserves to be treated this way—ignored, mocked, humiliated—especially in a place we have trusted and supported for more than a decade. We’ve paid an astronomical amount of money for our membership, only to feel like a burden. It is unacceptable. After this experience, we genuinely feel that Mexico is not a place we would want to return to. ⸻ How We Now Feel I now feel uncomfortable, unwanted, and honestly embarrassed. I feel like I don’t even deserve to be here. The way we were treated has made me afraid to leave my room, as though the staff would prefer if we weren’t here at all—and that feeling is incredibly painful. To make matters worse, the friend he was most rude and unprofessional toward is a plastic surgeon who had seriously considered purchasing her own Exotic Travelers membership. After this experience, she will never return and certainly will not be investing in a membership. This is an experience I’ll never forget. I posted some photos from my many trips there.

  Dec 03, 2025