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El Dorado Royale

Carretera Cancun-Tulum Km 45, Puerto Morelos, Riviera Maya, 77710, Mexico
(5 star hotel)
#8 of 360 hotels in Cancún
Bad (2.0 out of 5.0) 7 reviews
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Terrible! Treated Us As Criminals !!Corrupt !!!!

Terrible (1.0 of 5.0 stars)
by written on July 21, 2015

We were told by the sales agent that there would be a beach and that we could swim in it. We were also told by the agent that it would be good for singles. These were both not true. When we arrived we noticed that the beach was very gloomy. The ocean water was a dirty brown color with concrete pillars, sandbags, rocks and "no swimming" signs posted everywhere. It was not fit for even putting a beach chair on. I checked some older reviews on here and found that there was a hurricane 2009. The website showed pictures of beautiful white sand beaches and turquoise blue ocean. Very misleading. I went to the front desk and at first, politely inquired if we could be moved to another hotel and that we were told that there would be a nice beach. They also told us this would be great for singles when clearly it was mainly for couples. They gave me the run around and told me to follow up the next day. I spend the whole next day trying to speak to someone about our issues. They finally send me this concierge girl who tells me more lies. She explains that there was hurricane recently and that all of Cancun was the same. So I ask if they will confirm this and they send me to another worker who calls over to the Marriott, hangs up and tells me "yes, it's the same there". I ask him to put me in touch with the hotel directly and low and behold they tell me that the beach is fine there. The front desk staff was rude and pretty miserable. I am assuming they were probably treated bad as employees, if this is how they treat their customers. One of the staff told me that we weren't the first person to complain. Many people have been upset. To appease us, the concierge offers us full body massages, but when they drive us to spa we discover it's just for 25 minutes. What's the point of that? How can anyone get a full body massage for 25 minutes? She made it sound like she was giving us a real comp. It was just another ploy to get more of money. We upgraded for an actual hour (which is what any decent hotel would have given us). We decided to leave for the day to Cancun, since we were pretty much stuck and they weren't going to do anything for us. But when we got half way to Cancun they forced our taxi driver to turn around. What hotel does something like that? We were now being treated like criminals. They forced us to check out and pay our massage bill. Not only did we have to pay that (of which they made it sound like a comp), but we had to pay our cab driver for the distance he had already driven. It ended ups being $100.00. We gave up and checked into the Marriott in Cancun because we were pretty disgusted by this time. I emailed customer service the next day and explained my situation and attempted to get a refund for at least the days we weren't there and the Manager emails me and tells me I am welcome to come back and use the services. Who in their right mind would ever go back after being treated this poorly? I asked to be compensated for the days we weren't there and she gives me this lame excuse, and in the end offers us 50%. I give in and agree, but here's the kicker. She sends me an email that she noticed I had put a negative review of the resort online and that I must remove it before she will refund us. It's been almost three weeks now and we haven't received anything back and the lady refuses to respond to emails or phone calls. She even sent me an email stating that she would refund us, but as to date we have received nothing. Again, more lies. It just goes with everything else that was dishonest and corrupt about this place. Also, if you are looking for true gourmet cooking this is not your place either. Again, the pictures that are online are great advertising, but the food was just average. And don't expect premium alcohol. It's headache tequila. The cheap kind. I guess that's why it's all inclusive. But they are selling this property as being 5 star and that would mean quality spirits, as well. This whole experience is so sad to me because Mexico is truly one of my favorite places to travel. We have been to Mexico numerous times and have never been treated this poorly This experience makes me rethink going or if you are going to go to Mexico I suggest to just stick with the Marriott or Rtiz. These hotels are actually 5 star and are known to have a good reputation. There are so many other options of places to travel that don't have the corrupt reputation and that actually do care about their customers. Since isn't customer satisfaction what tourism is based on? Extremely disappointed.

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Best (5.0 of 5.0 stars)
by written on July 16, 2011

Arrival on July 7th for a wedding on the 9th. Stayed in Casitas 31, second floor. I have nothing but good things to say. If I had to find fault with anything it would be that the place was slippery and the risk of falling was great but that had more to do with the weather then the resort as the staff did their best to keep the walk ways dry once the rain stopped. They need to improve upon the shuttle service to the Casitas it seemed to be a big deal to get back to my room from La Isla Restaurant.

As I was there for a wedding and it ended up raining I cannot say enough about the alternative locations they provided. The food was something you needed to get used to. If you ordered an appetizer there wasn't going to be much there, this isn't a pub where they cater to the late night snacks once you learned that you needed to order 2 appetizers you were fine. There was nothing wrong with the portions for the main courses it's the plate that was too big.
cookie and you get ice cream along with it.

Had breakfast at Cocotel and La Fuentes for the buffet...only thing wrong is they needed to crank up the A/C. Also had breakfast at Kampai, Banana Pancakes fantastic.

Ordered room service and it came within 15 minutes.

Casitas 31 has one of the gourmet corners and the Thai Wrap there was also to die for. As I said aside from the shuttle and the potential of falls due to wet grounds I don't have anything bad to say about this place. I'd definitely go there again and I'd definitely stay/request Casitas 31.

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Bad (2.0 of 5.0 stars)
by written on July 4, 2011

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.

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Choose Elsewhere...our room was given away

Bad (2.0 of 5.0 stars)
by written on June 12, 2011

Stayed at EDR recently, and paid for a swim-up suite, which was given to someone else without any explanation. We were downgraded to an Ocean View suite, which was really not much of an ocean view...for half of our vacation. They did upgrade us to a Casita, which was nice, but by then half of our vacation was over and it started raining the day they moved us and continued for the next day and a half; so we got no use at all of the swim up suite that we requested. Too...while the food is good, it is not gourmet...maybe it is gourmet by their standards, but it isn't really gourmet. The menus rarely vary, and you must pay extra for lobster or good wine. You must plan to get a prime seat at the main pools or beach, because they are gone by 10:00 a.m. each morning...meaning get up early and reserve with a towel. Lots of fun...getting up early each day while on vacation. The plus side of the resort...the majority of the staff are friendly and helpful, and the resort is beautiful and well maintained. The K-team (entertainment staff) work hard to make sure you have a good time in the evenings...putting on various theme nights. Housekeeping staff were wonderful, room always clean and mini-bar stocked with juice and beer. Would I return....No. I have traveled a good bit, and there are many other resorts that are just as beautiful, but without the irritation of being downgraded to a different room..and fighting for beach beds each day. Not exactly 5 star service.

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Terrible (1.0 of 5.0 stars)
by written on September 28, 2010

Our stay at the El Dorado Royale Resort was three good days followed by one awful day. On our last day before leaving we noticed that all of our souvenirs were missing from our room. Resort security found some of the items in the Housekeeping closet but most of it was still missing. We quickly realized that hundreds of dollars and several hours spent shopping in Playa del Carmen was wasted and that the resort appeared very disinterested in resolving it prior to our departure. We wasted several more hours inventorying our belongings and filling out security forms. No managers, or the General Manager would speak with us before our departure and we ended up leaving very unhappy. Our 15 year anniversary was ruined. I would never recommend this resort to anyone I wished to remain friends with, especially if this situation happens to them. Everything good that we experienced here was undone by the resorts lack of interest in our predicament and we have yet to be contacted by anyone from customer service. DO NOT GO HERE!!

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Not recommended...

Terrible (1.0 of 5.0 stars)
by written on January 2, 2009

My family of four stayed here from 12.25.08 to 1.1.09. We booked our trip through a travel agent.

Overall impression: A large middle-market property, lots of tattoos on women and pony-tailed men my age, beer pong at the pool, huge waistlines, guests are bobbing and weaving before noon. The topless scene at the beach gives the place that Euro flare; the bottomless dude is pushing the boundaries...

Rooms: Okay. Our “upgraded” rooms—on something called the Lazy River—are at the far end of the resort, but they’re quiet and we’re enjoying the walks to restaurants, the beach. We can hear the ocean. No internet access. Get to the bell desk at the entrance very early to get a copy of the Miami Herald. Water hammer is a problem I haven’t encountered in years. A slow-to-drain sink calls to mind the Motel 6 we stay at when visiting my wife’s kin in Kentucky. At the other end of the resort—literally and figuratively--are the “Casitas.” These certainly look more upscale, but guests there use the same eateries as us riff raff. We can move for a few extra bucks a day, but why on earth would we give these banditos any more money?

Food: Fortunately, I need to lose a few pounds and it won’t be hard to do here. This place fancies itself as a gourmet dining destination, but what was conceived in the executive chef’s kitchen has to be completely different from what’s presented tableside.
*Small portions of poorly-prepared, tasteless food—Friday night’s salmon (an ordering error to begin with) went back to the kitchen and replaced with an edible shrimp dish.
*Tuesday night’s deck-of-cards sized steak drizzled with a white chocolate mole: Pam and I played half the deck and folded.
*A ceasar salad at beachside Jo-Jo’s was a laughable attempt at minimalist deconstructionism—someone’s been watching The Food Channel.
*The Health Bar makes a mean smoothie, but a decent cup of decaf is near impossible to find.
*The pan-Asian Kampai is a Panda Express with linens and booze, but at least we got enough to eat.
*We’ve discovered that room service breakfasts are an okay alternative.
*Maybe I shouldn’t knock airline food. Our lunch on our return flight was as good as any consumed at EDR.

As the week has progressed, we’re increasingly grateful for the few decent meals we’ve had.

Service: Fair to poor with a notable exception or two. This is a big place with lots of guests at a busy time of year and the staff deals with it like that. The charming hospitality and well-trained staff we enjoyed at the Royal Hideaway are absent. The litmus test—it’s been difficult to find staff worthy of a tip. My efforts to speak to the property manager about the Christmas Day Flood in room 5202 - an inch of water throughout the suite - were blocked repeatedly; it wasn’t until I went to the front desk and insisted that I would wait indefinitely did he show up. Alejandro Lopez turned out to be a decent fellow and gave me the apology I was strangely obsessed with obtaining. Mauricio and Alex—our waiter and wine steward—at Friday night’s dinner were personable and helpful, particularly Alex, a French-Canadian with an impressive knowledge of the resort’s mostly overpriced wine list. “For New Year’s Eve, we’re offering a 10% discount on $900 bottles of Cristal.” Yes, really.

Amenities: Gym—too many out-of-service signs—lots of use and not much maintenance; the place is dirty. Did I mention towel cards—shades of Club Med! The amigo who restocks the fridge doesn’t take “no” for an answer—bounding in to carry out his duties while my wife’s in bed saying “Not now” and I’m out. I was able to stop the insecticide guy from spraying our rooms, only because we were in them when they began. The girls love the beach and not the Las Vegas-wannabe pool scene.

Property: The landscaping is lovely and well-tended.

Transportation: During the day, the resort staff transports themselves in golf carts that “share” the 6’-10’ wide pedestrian paths. Guests quickly learn to walk on the edge of the walkway and to look carefully to the left and right before crossing. At night, the carts run with no lights, which makes the sport even more entertaining.

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Adults only

Bad (2.0 of 5.0 stars)
by written on April 11, 2007

The hotel itself was truly beautiful with some of the nicest rooms ever. The pool was huge and fabulous but the beach was tiny and rocky.

The food was not the best either , we expected much more from a 5 star hotel . They were often out of items on the menu.

I can't really recommend this place.

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Nearby El Dorado Royale

El Dorado Royale

We've found that other people looking for this hotel also know it by these names:

  • Eldorado Royale
  • El Dorado Royale Mexico
  • El Dorado Royale Cancun
  • El Dorado Royale Spa Resort
  • El Dorado Royale Hotel Riviera Maya

Address: Carretera Cancun-Tulum Km 45, Puerto Morelos, Riviera Maya, 77710, Mexico

1 Photo of El Dorado Royale

Amenities at El Dorado Royale

  • Restaurant
  • Swimming Pool
  • Wheelchair Accessible
  • Room Service
  • Fitness Center
  • Business Services
  • Continental Breakfast
  • Spa
  • Suites
  • Bar / Lounge

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