El Dorado Royale, All & More Inclusive Adults Only

Our third visit and overall we enjoyed the resort.

Misleading wait staff at one of the restaurants and consequently overcharged on wine. This led to poor customer service staff interaction.

Beautiful

The hotel television was broken when we arrived. I immediately reported it the first morning upon turning it on. They tried to tell me I didn’t report it and blamed me and my partner for breaking it, and threatened to call the police in Mexico on me if I didn’t sign the receipt to pay for their tv.

We arrived 10\31 and departed  11\7.  Our room was swim-up suite 4202. To sum things up, we had a blast. Much was good, some excellent, and a few things less than ideal.  The resort is on the older side, but that means the grounds are lush and grown in. It is very well maintained.  With access to 3 separate resorts, Royale, Casitas, and Generations, the grounds are expansive. There are large golf carts to take you around, though the system needs work. The carts often bunch up and there doesn't seem to be enough.  We often joked that they only ran in the opposite direction that we wanted to go. There are many daily activities, but they are not advertised aggressively.  The resort app though a bit layout-challenged is the way to access these as well as the other resort features.  One complaint? The virtual map is awful and leads to people walking around aimlessly looking at it. Off-site tours were through Lomas Travel and could be better advertised. We did get some rain during our stay and they have some issues handling it.  There were many, almost always women tasked with squeegeeing the water away, often unsuccessfully. One glaring issue was the wood-like tile at the entrance of Rincon Mexicano which should be addressed. The tile is near ice slippery when wet and is extremely dangerous. The grounds felt secure. There was at least one highly armed guard trying to be discreet, and probably more who were better at discretion. An occasional interloper could be found on the beach selling cigars and jewelry.  OUR room was large and well-appointed. The choice of large smooth tile is great for look and cleaning but very slippery when wet, which is most of the time in a swim-up room. A big mistake is using the same tile in the shower, there's a mat rolled up in there, use it.!The biggest complaint I can make is the sensor on the shower light had a mind of its own. Hardly a bad thing. Our Concierge Emiliano was great.

The timeshare pitch. Slippery tile choices. The lack of available watersports. The brisket in Santa Fe grill. The inconsistent cart transport system though the drivers were uniformly nice and helpful.

Beautiful! It was walkable but also shuttles to take you around. The food was delicious and service was amazing

Customer service was good. Check in was quick and easy. The shuttle drivers are friendly and get you from point a to b quickly! The property itself is beautiful, and clean. I also like that the staff wasn’t aggressively asking for tips, and were super grateful for tips received (because they were well deserved)

The swim up wasn’t a full swim up, it was a shared lazy River with the other room. Not enough space for both rooms to enjoy the space at the same time. I wish they wouldn’t specified that the size of the swim up varies or else I would’ve picked a different room :( Most of the restaurants require a reservation which is fine, except there is t a buffet option for all meals so. You’re limited in your dining options if you don’t have a reservation. Their capacity to handle large groups is limited (which is understandable but disappointing for the size of the resort)

The loud noise from the group that was below our unit.

Waiting staff were fantastic

Constantly trying to up sell. Concierge and guest services were very poor in dealing with issues

Food was very good. Staff were helpful and kind. The hotel has a long beach, so have plenty of spots to spend the days.

Bed was not as comfortable as expected. The room had minor issues (i.e. door didnt open/close properly and some lights didnt work).