El Dorado Casitas Royale Catamarán, Cenote & More Inclusive

The sea is the worst in Cancun. Not only because of zargasos but also for rocks in the middle of it. It ruins the entire perception of cancun. A part from that “small detail” the staff was perfect, food and drinks good. We found a cucaracha under our bed... we were at las casitas.

Overall, not the best experience. I went with my boyfriend and mother in law for one night (Saturday & Sunday) PROS: - Beautiful hotel! Lots of areas to take pictures - Delicious food! I highly recommend the oyster dish at Santa Fe, they’re covered in cheese and come in 3 so best to order 2 dishes if you love sea food - Great rooms! We were in building 6 and it was right behind the main pool, which was very convenient and the room was great and comfortable. My mother in law & I enjoyed the jacuzzi and bubble bath CONS: - 2 major incidents with Miguel the waiter at Santa Fe & a driver (more info below) - Information leaks and improper info. Everything is still done manually and done by word of mouth & it shows, no one can tell you the same information twice except for the personal concierge, they were the only ones with accurate activity information and if you have any issues nothing is reported correctly and misconstrued since it’s going through so many people like a game of telephone - No accountability, no one has the authority to resolve anything. God forbid you have an issue otherwise you’re in for a wild goose chase for just an answer THE INCIDENTS: We went to eat at the Santa Fe for dinner and the waiter Miguel blatantly discriminated against us and gave us bare minimum treatment while he gladly served the table directly next to us. Checking in with them, chatting it up and keeping their drinks full. Meanwhile we had to wait for a long time to get our food, flag down a different person for refills and our dirty dishes stayed on the table for twice as long while Miguel ensured that the tables around us were happy. He got me a second dish of oysters, set them next to my dirty plates, said hello picked them up, served food to the tables around us, took their dirty plates, left and was gone for a while then finally came back for my 2 dirty plates. My boyfriend left a little bit earlier and waited for a cart to take him back to the room, one came zooming down the winding path, driver laid back on his seat looking into his phone on his left scrolling while my bf was trying to catch his attention on his right, and yelled out to get him to stop. He did not stop nor slow down and kept going, mind you he had a yellow shirt on which we were told were the ones who did take people to and from places, thank goodness my bf was to one side otherwise he would’ve gotten plowed down. When went through a total of 7 people to try to get an answer and every single time we were told that they couldn’t do anything and they’ll escalate it to their supervisor or manager. And when we did talk to Adriana (the food & drinks manager) after check out she professionally apologized and admitted she was never reported to about the incident and adamantly tried to explain that if we give the hotel another chance it’ll be much better, and that they’ll fix things internally but can’t do anything for us. Which great, no one has to go through that but because we were