TripAdvisor Traveler Rating

This resort is fantastic!! Of course you might think that the location is the main reason for that, but it’s the staff at the resort that makes this resort extra special. Ruth our concierge booked our dinner reservations the first night we got there for the entire vacation and we didn’t have to worry about that the rest of the trip. She also told us all the best spots in the resort and helped tailor our trip to exactly what we were looking for. Benjy our butler, made sure our rooms had everything we needed or wanted. He also made sure that we had a shuttle waiting to take us to our dinner reservation each night if one was needed. Benjy went above and beyond and we can’t wait to go back and see him again. This resort is like 3 in one. You can use the restaurants at all resorts and will never run out of food options on your trip. I am ready to go back already.

Terrible experience throughout at this hotel. It looks nice, but customer service is horrendous. Bribery can be useful, read on... I booked four nights here at a wedding from Wednesday night to Sunday morning. My flight Wednesday was cancelled due to a mechanical malfunction, and the earliest I could arrive was Saturday due to Hurricane Beryl. When I arrived Saturday, after waiting an hour in queue to check in, they told me the reservation did not exist. I showed them my payment and charge to my credit card, but they just threw their hands in their air and said you're not here - there's no reservation. Eventually, I got in contact with the wedding planners, who had apparently cancelled the reservation without telling me - nevertheless, it's ridiculous that the hotel was no help/had no record of the payment I'd made to them. Then, when I was checking out, I handed my bag to their transit service, but they did not load the bag into the transit van. As a result, when I arrived at the airport, I didn't have my bag, and so I missed my flight. I called them to see if they'd comp me a room for the night while I rebook my flight, but they hung up on me while I was talking to them. In sum, I paid for 4 nights of service, got 1 night in the hotel, a missed flight, and had to find a hotel for another night myself. I recommend this place to no one. Bribery Post Script: A friend of mine at the same wedding missed his transit van appointment. Despite the following van being practically empty, he wasn't allowed on, but after bribing the manager out front $20, he was able to get on. So if you have the misfortune of staying here, try greasing the wheels.

It was always dirty and smelled bad around our room. The only buffet option is for breakfast, so if you don’t have a dinner reservation you have to go all the way over to the generations resort for their buffet, which was very good. D’Italia was terrible and meats were so over cooked we could not chew them and left hungry. Some staff were great and very attentive, but many others seemed show contempt for questions or requests. If bars were empty some bartenders were reluctant to serve us even though it was during open hours. Some restaurants were closed when they said they were open, and it was very difficult to find any food between 4 and 6 pm. There are no staff members walking around taking drink orders at the pool, so you have to go into the pool or one of the 2 bars on land in order to get a drink. We also found it odd that there were no drink menus or specialty drinks at any restaurants, you had to know what you wanted, and there were no interesting options. We loved the spa at casitas, and liked that there were many options for restaurants at the other resorts, but they were quite far away. There are also no options to hang out on the beach without paying extra, which seemed super weird.

Tropical storm Alberto arrived just as we did, but it did not stop us from having a relaxing time. This resort is a bit spread out, with some restaurants being over at Generations, but the shuttle carts (with rain flaps) were always readily available, and the resort umbrellas kept us mostly dry to make our dinner reservations. The concierge service specifically for exchange members was very helpful in setting up our dance card for the week, and we had very few waves outside of those caused from the storm, which knocked out our television (probably a good thing). Fuentes dinner theater was a real treat, and worth the small additional fee.

The El Dorado is a special place. We recently returned for the first time in six years and were anxious to see how COVID and the hurricanes changed the place. While we miss the pier and JoJos terribly, we were happy to see that the place really has only gotten better! The grounds are immaculate, staff so kind and considerate, and the food is incredible. My husband is allergic to gluten and everyone was incredibly accommodating. Not a single meal went by without him being catered to so he could eat food just as delicious as everyone else’s. Mari and Luz were hostesses at Cocatal and Kick Bar, and they remembered us every time they saw us. Our butlers David and Hugo, along with Adrian from the concierge office, took care of our every need. Using WhatsApp to communicate with them is an amazing enhancement! Never did we wait more than 15 minutes for something, whether it was a bucket of ice or help opening our safe. It truly was hard to say goodbye to these amazing people who took such good care of us, as if we were their own family/friends. We love the Spot pool because it’s quiet and tucked away. Noe and Julio were bartending at the Spot pool and they took great care of us every day. Isaac, Fernando, and Jorge from Lomas Travel ensured that our time getting to and from the resort was smooth and pleasant. 10/10 trip, can’t wait for the next one!