El Dorado Casitas Royale By Karisma

My wife and I recently went to El Dorado Casitas Royale, April 6th to the 11th, 2025. We had been to El Dorado Royale back in 2009 when the first cluster of Casitas had opened, but at the time we stayed in the Royale rooms and not the Casitas. The resort has grown immensely since we were there, for the better. It was fun spotting where the old restaurants were located and how they were replace by better and larger ones. Check in was a little confusing, as Casitas guests are shuttled to the Casitas lounge to do the check in process. We wound up having to wait 15 minutes to get a cart to take us to the Casitas lounge but after that, check in was prompt, efficient and very orderly. We had requested a second floor Casitas room, and we got what we requested. The room was what we remembered when we saw the models during our first stay. Everything was in good repair and the only annoyance was the finicky toilet flush mechanism. We have been to over a dozen all-inclusive resorts, so we are used to such things. On our first night we went to Rincon Mexicanos for dinner since that was the only one that had open availability for that night. It turned out to a serendipitous experience because of our server, Shey, who offered to suggest items on the menu and to explain how the dishes are made in different parts of Mexico. I wound up try several things I would have never given a second thought to on the menu. All Shey’s suggestions were fantastic. We had the good fortune of meeting up with Shey, later in the week at D’Italia where she was serving. Shey recommended a great wine for us, and I got adventurous and had Shey order my complete meal from appetizer to dessert. Each serving was like Christmas morning, a delicious surprise. I would not hesitate to do it again. The dining experiences in the other restaurants was superb as well. We stayed in the 30s block of Cassitas, on a second-floor room and loved it. Poolside and the beach were very relaxing. Alberto took care of all our needs from fresh towels to even surprisingly, cleaning my sunglasses. Who could ask for anything more? We plan on returning to El Dorado in the fall with others.

This is no where near a 5-star resort. The staff was great, our room (swim-up) was very nice, but it goes downhill from there. Our mattress sunk in the middle (both beds), food ranged from very good breakfasts at cocotal to downright terrible at D talia. My wife had veal that was hard to cut because it was so tough. I had fish that was dry, fishy, and practically inedible. The pizza place ran out of dough at 3:00pm! Room service meals were always cold. etc, etc, etc. In short, our stay was not good, and we wont be back.

Currently at El Dorado Casitas and some of the staff are extremely rude and unprofessional. We were at the main pool and one of the staff members that books spa services came around. We agreed to book a spa package if they included a bed by the pool for the afternoon (they charge for them). The staff agreed. About 10 minutes later Mauricio (they call him a “captain”) came out and kicked us out of the Bali bed and said we hadn’t paid for it. But we did…as it was part of the deal we made with the staff member that sold us the spa package (he also sells the Bali beds for the day). We requested to speak to a manager and Adriana came to talk to one of the staff members (we could see her about 20 feet away). We asked to talk to her and she said she couldn’t because she was too busy. Are you kidding? First you agree to include someone thing, then one of the other staff members kicks us out and lastly your manager doesn’t have time to speak with customers about it? Absolutely terrible customer service and treatment of repeat customers. Needless to say we won’t be back to a resort that treats customers this way.

Just returned from the El Dorado Casitas Royale. Having visited three times before, I’m very confident in stating that from a service perspective this was the best my wife and I ever experienced. We stayed in the 3100 block of Casitas and had an amazing stay. Clemente our poolside bartender was nothing short of exceptional! Not only was he super friendly and welcoming, he served up great drinks too! When he wasn’t serving his direct poolside guests, he regularly would leave his bar station, take our drink requests and then serve us directly at our walkout pool patio - it was total personal service beyond anything we had previously experienced. Our assigned butlers (Hugo and Cuau) were simply on top of every detail. I think what I really appreciated was their responsiveness. When we had an issue or request these two guys made sure we received what we wanted in very short order! And like Clemente, they both had really friendly demeanors and truly made us feel welcomed at the resort (and quite frankly Mexico itself!) No request was too big or small - they happily accommodated! My wife and I will definitely return to the El Dorado Casitas Royale, and when we do we’re crossing our fingers that Clemente, Hugo and Cuau are again assigned to our Casita block!