Husband & I got married June 25th & stayed @ El Dorado Royale June 26th-July 1st. It was our first time away together & we were extremely excited. Yet, our honeymoon ended up miserable. Everyone has been asking us how our honeymoon was, & I am so embarrassed to say it was such a bad experience.
Sunday, June 26th, 2011
•front desk worker explained to present honeymoon package info & marriage license to our American Express Rep
•checked into damp, moist, muggy room (Room #5512); no pretty towel fixtures, no rose petals, no glasses for champagne
•left to meet with AMEX Rep. and Concierge Oliver, but got stuck in torrential downpour of rain; my husband asked 3 different workers in Guacamayas if he could use the phone to call our AMEX Rep & Concierge. No one was helpful.
•returned to room to unpack & realized the bottom of my suitcase was busted open; front desk explained that b/c I did not know if the damage occurred at the airport or the resort, there was nothing they could do; no other options, suggestions or assistance were provided
•we turned up air conditioning in attempt to adjust moisture issue in room; did not work
•ordered room service; employee estimated 40-45 minutes; room service arrived 1 hour later
Monday, June 27th, 2011
•ordered room service (breakfast) in morning; employee estimated 50 minutes; room service arrived 1 hour later
•met with AMEX Rep., discussed room moisture situation; he said it sounded as if the filter in the air conditioner needed to be cleaned, said he would put in a work order & have it fixed as soon as possible; I went to give him our honeymoon package information...he explained that it should already be in the system & we would simply have to present our marriage license on the day of check-out
•Concierge Oliver had to leave early for the day again, so we met with Concierge Issa. I presented our honeymoon package information to Issa, who went on to set up our candlelight beach dinner & spa massage appointments. Issa specifically explained to us that the spa massage was really a lesson in which an instructor would teach us how to give massages to one another, & the total would be $197, so after our $100 credit voucher was processed, we would have to pay $97 out of pocket; husband & I agreed, & Issa set up our candlelight beach dinner for Tuesday night at 10:00pm & our spa massage lesson for Thursday @ 6:00pm
•husband & I returned to damp, moist, muggy room (Room #5512); room had been cleaned by housekeeping, but still no towel fixtures/ornaments or roses; room had begun to smell like mold; bed sheets, papers on desk & shoes left on the floor were wet
•husband called AMEX Rep. to receive an update on the work order for the air conditioning; AMEX Rep explained that he had put the work order through & maintenance would be there same day to fix air conditioner filter; Maintenance never came
Tuesday, June 28th, 2011
•woke up in damp sheets & mold-smelling room (Room #5512)
•husband called front desk to request assistance...was put on hold
•Once worker returned, I got on phone & respectfully & kindly explained, "My husband & I have been in a damp, moist, ill-smelling room for two days & two nights. Maintenance was supposed to come fix the air filter & no one has showed up. We are on our honeymoon & I have been VERY unhappy since we arrived on Sunday. I need you to, please, move us to a cool, dry room as soon as possible b/c we are leaving for a tour in 45 minutes." The worker responded that he would have us moved to a new room in a few minutes.
•workers arrived to transfer our bags upstairs to Room #5524
•Room #5524 was cool & dry, with two dove towel fixtures & roses on bed, & roses on bath tub; I was happier, but confused as to why we had not received those specialties in our first room when it was detailed in our honeymoon package
•I walked towards the balcony door to look at our view, & splashed into a big puddle of water; the floor was flooded
•husband calls back down to front desk to explain the flood situation; worker said he would work on another room
•my husband goes to sit down for breakfast at the table, jumps up; he had sat down in a big puddle in the chair
•I called back down to the front desk, crying; I could not believe we were going through all of this at a multi-star resort; I explained to the front desk worker that I did not understand why we could not receive a decent room with no issues & that we needed to be moved asap to make our tour bus; I was crying too hard to remain on the phone, so my husband continued to speak with the front desk worker
•husband explained to the front desk worker that we are running late to our tour bus b/c of the room situations; the front desk worker asked husband if we still wanted to go; husband said, "If we don't make our tour bus, will we be refunded our money?" Worker responded, "You would have to speak with your AMEX Rep about that."; this also upset me b/c I felt we were being passed off; our AMEX Rep had nothing to do with our horrible room situations or why we were about to miss our tour bus...this was fault of the resort; the front desk worker was very insensitive
•workers arrived to transport our bags to Room #524, but b/c we had to go straight to the main lobby to meet our tour bus, we were not able to view our new room & had to wait until we returned that evening
•upon return to our third room, Room #524, there were 2 dove towel fixtures, roses everywhere & FINALLY two glasses for our champagne; I was unimpressed b/c, by this time, I was too upset about our 3-room change, all the issues and lack of empathy, sensitivity & good customer service to be happy about ANYTHING
Wednesday, June 29th, 2011
•we go to Xplore & meet the couple who was rooming right next door to us in Room #525; they explained to us that they also had issues & had to be moved to another room; we both also discussed how we've overheard several other couples having issues at El Dorado Royale during our stay
Thursday, June 30th, 2011
•we arrive at the Spa at 5:45pm for our 6:00pm spa massage lesson appointment
•we fill out the paperwork w/David; David goes to explain the details of our appointment & asks me to sign a receipt for $255
•I explained to David that Concierge Issa made our appointment for a spa massage lesson for $197, for which I had a $100 credit voucher
•David explained that there is nothing at the spa for a total of $197 & that we could use our $100 credit voucher towards the $255, but we would have to pay $155 out of pocket
•husband & I actually discussed simply going along with that deal b/c we were tired of having issues at the resort, until I read through our Travel Booklet under our honeymoon package details & noticed a 1/2 hour massage lesson included
•I showed David who looked into the computer & said we had no honeymoon package; husband & I were in utter disbelief; I asked David how could we have our honeymoon package right in my hands in writing, along with everything included (candlelight dinner from Tuesday night, daily towel fixtures, champagne, robes, etc.), but NOT have a honeymoon package; David called to the front desk, who also did not have a honeymoon package in their system for us
•I said, "So even though we have it right here in writing, we cannot, at least, have our complimentary 1/2 hour massage lesson." David responded, "No. I can offer you the $255 massage, allowing you to use your $100 credit voucher, but that's it. I'm sorry, everything else is out of my hands."
•I was almost hyperventilating; I could not believe after 2 1/2 miserable days (Sunday, Monday and Tuesday morning) at El Dorado, having only 1 great day (Xplore) which was not even at El Dorado, we had, yet again, come to another horrible experience!
•husband and I walked to the main lobby & spoke with Supervisor Jimmy at the front desk; Jimmy was very kind & actively listened as I explained our shameful week at El Dorado Royale; Jimmy explained that our AMEX Rep gave us the wrong information & that we should have provided our honeymoon package sheet and marriage license to the front desk at check-in; I explained to Jimmy that I made that attempt, & the young woman told me to give it to my AMEX Rep.; Jimmy said, "I'm sorry...that must have been miscommunication on our part."; Well, miscommunication on El Dorado's part has resulted in our suffering & having a miserable honeymoon
•15 minutes later, Manager Attila came out and sat down with us & Jimmy; I explained our week at El Dorado Attila. Attila shook & rubbed his head the entire time; it seemed as if he was in disbelief
•at first, Attila tried to blame the issues in the first two rooms on the weather, but I did not accept that; our problems should have been alleviated with desperation
•Attila offered us a complimentary Chef's Table Dinner at D'Italia Casitas, along with a complimentary spa massage in the morning before we leave for the airport
Though we had an incredible night at the Chef's Table Dinner & the morning spa massage, aside from our candlelight beach dinner, those were the ONLY 3 great moments at El Dorado Royale in 6 days. I wish I could erase our honeymoon from my memory, rewind and do-over. I would not recommend El Dorado Royale to anyone.
Unique Quality: Candlelight beach dinner was gorgeous
Chef's Table Dinner was phenomenal (ours was complimentary, but we heard it is quite expensive)
The Spa is amazing...Employee David was the not the most helpful or kindest person.