El Dorado Royale — Hotel in Quintana Roo

So we decided to return once again (13th time) to Mexico and when there the gold standard has always to date been El Dorado Royale. Excellent accomodation, first class food and drink, well maintained grounds and plenty of Bali beds to relax the day away so we were really looking forward to it even if we had to fly TUI (😫).||But the reality soon kicked in on arrival where, unlike on past visits, we were not met with a drink and cool towel before being taken to be booked in but we're basically left to find our own way. We were then taken, as usual, to our room via golf cart. Being early evening by then and with the now imposed booking restaurants via your concierge (which was closed) we were lucky that we were able to find a restaurant (Mediterranean) who could take us. First word of warning - Mediterranean is an extremely cold restaurant so wrap up before you enter.||Ok so new day reasonable sleep and off to get ourselves sorted. Visit to concierge to plan restaurants for at least first few days - no great issue but considering the place was apparently only 35% full seemed a bit unnecessary. Cocotal for breakfast - on first appearance nothing had changed then we noticed no antiseptic gel on reception, limited fruit choices (no berries any longer) bread a little stale, hot food not refreshed so often had to either try and catch staff to ask them or wait. Now these might seem to many to be small points but they reflect the "new" Royale - small corners being cut, money savings here and there things maybe a first timer wouldn't really notice but becomes blatantly obvious to any repeat visitor.||But hey ho we came to relax so headed for "beach" and a Bali bed - and again another shock - many fewer general Bali beds available lots being reserved for Exotic club members or payable (in an all inclusive resort ?). We luckily found a nice spot just at the edge of the site by the Kick restaurant which we then occupied for most of the next 2 weeks - it gave us access to a very small sample of sea which unlike the rest had fewer concrete blocks - no real beach any longer has over the years been degraded completely - Warning number 2 - ignore the beachfront statements in the publicity blurbs there really isn't any form of swimmable beach. Also, and not a hotel issue, the amount of seaweed is overwhelming.||This is starting to sound like a journal of a holiday so I will instead try and outline the good and maybe not so good bits instead.||Good - food in most restaurants is very good, well presented, well made and well served - there are some exceptions. Staff are generally helpful although you will come to hate the word "Hola" 😂. Pools are warm and clean with a number of swim up bars although beware the main pool if you want a quiet holiday.||Not so good - mislabeling of Vegan meals - a number of times we questioned the voracity of Vegan meals as shown on menus only to be told then that actually they weren't vegan. Drink selections - the variety has gone down appreciably and even when supposed to be available we came across a number of instances where they had run out - never know of in old Karisma days. Golf carts - the drivers appear now to excel in ignoring people who are walking whereas always if space would offer lifts - as an example we were walking after our meal from Generations to Royale in the pouring rain and were totally ignored by a number of fairly empty carts heading in our direction - really bad customer service. As I said earlier the number of available Bali beds has reduced appreciably with many being reserved (and on the whole empty) for Exotic club members and hire. No saltwater pool which used to be at least an alternative to the sea. Spa - we have always enjoyed an end of day steam and sauna but this time visited and we're basically told they close at 5 so we went earlier and found neither facilities were on and took ages to warm up meaning that we had little time. When I asked if they could switch them on 15 minutes before we arrived I was flatly told "...come earlier...". Lack of privacy - there is no privacy between the bedroom and bathroom no blind on the glass wall - we were given a blanket to drape over the wall - a real top class hotel solution NOT. Although grounds are still being well looked after there is a severe danger from falling coconuts - might seem laughable but the number of times we heard/saw one falling to the ground feet from a client shows how dangerous a situation it is. Staff are on the whole really nice people who try their hardest - a lady in Rincon was so helpful and caring when I felt ill providing me with hot peppermint tea both there and to take to my room BUT except for Cocotal at breakfast the restaurants seem very understaffed and the staff seem under immense pressure.||Summary - if you have never been there before it is still, in the main taking the warnings into consideration, a nice place but for us, and I am sure most returners, a vastly downgraded Royale from the one we knew and loved.||Would we return again - probably not now which is...

We just got back from the most extraordinary experience from the beginning of the vacation to the end at El Dorado Royale!!! There was nothing that we could complain about, and in fact there were a lot of unexpected surprises and bonuses that blew us away. Our dealing with Lomas Hospitality was amazing as well, with their “more included” activities, as well as our included transfers to and from the airport.

The place is huge, with sooooo many things to do (or not do if you choose to just spend the day in/at one of the many pools. Maroma Beach "more inclusive" was an out of this world experience. The catamaran was so much fun, and the staff were there for your every wish. You could snorkel, or not, could use wave runners, kayaks, and stand-up paddle boards…all for free. The beach buffet (authentic Mexican bbq) was unbelievable…did I say…all free? We spent the afternoon after the catamaran just eating, drinking, chilling on and off the beach in the softest and whitest sand, checking out the camels and talking with their traine.Thought we wouldn’t spend the entire time there, but it was a blast and went by so quickly. DEFINITELY something we would recommend...and it is ALL INCLUDED!!!

Early morning walks around the resort are so peaceful.

Some of my top recommendations are the buffet at Cocotol (there was the cutest man that walked around with a basket full of baked goods on his head. Have never seen such a smiley, happy, friendly person every day), or La Isla for breakfast and Chef’s Marketplace at Generations for any of their buffets (breakfast, lunch, dinner). La Cabana right beside the La Isla pool has incredible Acapulco shrimp cocktail. We loved the Naan bread appetizer with the four sauces (especially the tamarind) at Habb Indian Restaurant, and the appetizers at Jade Asian were soooo good, and their Yuzu dessert there was amazing!! Definitely a do not miss is the new little gelato shop.The Healthy Bar had great smoothies and juices that we would stop at on our walks as well. The Tuesday night Mexican Fiesta was amazing, the variety of authentic foods and the huge mariachi band was so much fun to experience, and it was all run so well. The desserts everywhere were crazy delicious and unique.

Portions are smaller at the a la cartes, but that is not a bad thing…less food wastage, can always order another order, or order an appetizer or two, main course, and dessert.

Every employee genuinely looked and acted like they loved what they were doing, and were on top of anything and everything…and that is from the greeters/bellhops, front desk, transfer drivers, cooks, wait staff, crazy fast shuttle drivers, activities staff, housekeeping, room service, staff when had an issue with something or we required some amenity. The housekeeping and turn down staff went above and beyond by making a heart shape of flowers on our bed one day, and brought a white rose to the room at turn down (cause we had stated at reservation that we were celebrating our 40th while we were there). I can’t rave enough about the caliber of staff at this resort!! The front desk actually called us 5 minutes after being in our room to ask how things were and if we needed anything. The concierge staff phoned us and asked if we wanted to meet up, but we didn’t have a need to, and there was never any bugging for meetings to become members like at other resorts.

You can go on the app to find out what activities are on the go, or there is a huge chalkboard at La Isla pool by where you get the towels that lists all the activities for each of the days and the times, as well as what activities there are in the evenings at Guacamaya.The Sunday morning jungle walk with one of the activity staff was so informative and fun as well.

We would highly, highly recommend this resort!!! It was in a class all of it's own with the food and drinks, the staff, the amenities, the grounds, the rooms, and the entertainment. We were made to feel so welcomed and special from the very first minute we pulled up until the minute the shuttle driver dropped us at...

El Dorado Royale: Where Your Honeymoon Dreams Take a Vacation Without You”

Ah, El Dorado Royale—where the only thing more elusive than relaxation is customer service. My wife and I, still glowing from our wedding three days prior, arrived for our honeymoon full of hope. We even called ahead, thinking they might add a little extra magic. How naïve we were.

The Grand Arrival The front desk staff greeted us with all the warmth of a fridge left ajar. They did, however, generously offer a welcome drink. We’re still waiting on that. Maybe it’s a metaphor for this entire trip—promises made, but never delivered.

Tour de Disappointment We were quickly whisked away in a golf cart, apparently on the “express” tour of the resort. No need to slow down and point out amenities—after all, who needs to know where the pool or restaurants are when you’re on vacation? They must have assumed we preferred the element of surprise. Lucky us.

The Room: A Masterpiece in Mediocrity Where to begin? Our “romantic getaway” featured a lovely hallway view… of garbage. Not to be outdone, a maid’s cart took up permanent residence outside our door. Inside, things got even better: a leaky fridge, a tub that must’ve dreamed of being a fountain, and a door that wouldn’t lock (because who needs security on their honeymoon?). The AC unit was more interested in creating puddles than cooling the room, and the entire place had the ambiance of a damp basement—complete with an unforgettable mystery smell.

But wait, there’s more! The phones didn’t work, so calling for help was out of the question. And just when we thought it couldn’t get worse, we discovered my wife’s medication and a sentimental family necklace had disappeared from her bag. A true resort experience—where even your personal belongings take a vacation.

Customer Service: Now You See It, Now You Don’t Naturally, we attempted to report the missing items, thinking this was the moment the staff would swoop in and save the day. But instead, we got a masterclass in the art of being ignored. It’s as if they were running a special on “dropped calls” and “forgotten promises.” I’m guessing their motto is: “Out of sight, out of mind.”

Members Week: For When You Want to Know Exactly How Unimportant You Are As luck would have it, we were there during “Members Week.” It was a truly enlightening experience to be reminded—constantly—that we were the non-member nobodies. They practically rolled out the red carpet for the members, while we got the… well, the wet hallway carpet. We’re still unsure what was more exclusive—the member perks or the cold shoulder.

The Grand Finale: An Offer You Can Refuse After realizing just how spectacularly they’d dropped the ball, the resort had one final trick up their sleeve: offering us an NDA. Nothing says “we value you” like trying to legally silence you. As a token of their goodwill, they also tossed in a comped dinner (after dangling it as a bargaining chip, of course) and some hotel credit—just enough to cover part of a bottle of champagne. Champagne, I might add, that was initially offered as a “gift” for putting us in a room clearly in need of repairs. Apparently, in the world of El Dorado Royale, “compensation” comes with an asterisk and a footnote.

Final Thoughts Even with all of the things that went wrong, my wife and I found moments of happiness because we had a sense of humor and, more importantly, each other. If you have that, then sure, you’ll be okay. But for the price? Maybe try somewhere else.

If you’re looking for a honeymoon that will leave you speechless—partially from shock, partially from frustration—El Dorado Royale is the perfect destination. From the scavenger hunt for your missing belongings to the exclusive “how not to do customer service” seminar, it’s got everything you didn’t know you didn’t want. And if you’re lucky enough to go during Members Week, you’ll get the added bonus of knowing exactly how unimportant you are.

Pro tip: bring your own champagne, your own sense of humor, and maybe a lawyer. You’re going to...