El Dorado Casitas Royale by Karisma

We stayed for a week and had issues every day. Staff left door open, items looked through and stolen. Toilet broken for 2 days. Front desk hung up repeatedly when we called for security. Refuse to send a manager. Photos and full report not completed with report.

We were lied to by Heidy and Veanny about our room assignment, We agreed to a downgrade from a room with a private pool upstairs (even though i request a downstairs room when making the reservation) for a downstairs room as the casitas have no elevators, I signed for room 2608 after spending an hour waiting on a room change, when we got back to pick up our key for 2608 Heidy was avoiding me, and Veanny gave me 2615 an upstairs room. Veanny lied and said the room has a leak only for us to find out another couple was occupying the room. I asked for a room credit and was told to call my travel agent. My travel agent did not deceive me to downgrade from an upstairs room with a pool to an upstairs room without a pool it is the employees of Lomas Hospitality. I have sent 2 emails to Alejandro the General manager but have not gotten a response. If Lomas Hospitality is a reputable business they will address and refund.

Another amazing holiday, the weather was beautiful, the staff were amazing as always, the food was excellent. I did have one concern, the little bridge from our room over the lazy river was broken and dangerous to walk over we reported it on our arrival and two weeks later on our departure it still had not been fixed, the gardens in our section were also overgrown. A special thank you to our butler Ruban he was amazing, to Janelle our bartender and Daniella the Casitas restaurant manager, its staff like these that make the resort amazing.

As members of Karisma Resort and Spa for over 10 years we have not regretted the times spent at many of their Resorts and Spas. ( THIS IS NOT A PAID ADVERTISEMENT. ) I wanted to highlight THE STAFF, who are truly second to none. Concierge Carlos and his assistant ( very sorry I can’t remember her name but she was like an executive secretary to him. I think he’d have a very hard time without her. They came to our room and got the ball rolling!, Our Butlers David and Alvaro made sure that we had EVERYTHING we need in the way of restaurant reservations-to faxing to specific comfort needs. YOU ROCK! Our main housekeeper Paunlano (?spelling) Thank You lady for making and keeping our room very clean and comfortable. Our all time favorite place to eat when we are there is Santa Fe: Shoutout FIRST to Senor Wilbert who has worked there and taken care of us in the most special way over the years. He is by far The most professional ( old school ☺️ ) waiter that we’ve ever had. We love you Sir and will see you next visit as always; also Lead Hostess Mr Ivan- Another True ( old school ) Gentleman, also Oscar, Alex, Alexis, Justo, Javier, Pablo, Felipe, Hernandez, ; Norma @ 32, Thank you for the special way you love up on us with Family-Like Love; Kampi, another great Thai Restaurant: —> Luz-your expert attention to detail 👍🏽, Karol you display a gentleness in you professional service, Gabriella very kind, Zita very nice as well; a special shout out to Conte’, a young lady with a servants heart who cleans the bathrooms- very seldom are these essential personnel noticed but her smile and her sincerity touched me deeply 🥹,; then there’s Chef’s Kitchen, Hi Mari , Sir Don ( aka Chipe’😆) says Hello and keep being a sweetheart 🤗, and Eduardo and Daniel who knows that menu like the back of their hands ; and Irene such a lovely woman🥹~>Irene my nail technician at The Spa gave me a great experience along with a Beautiful Mani- Pedi. Last but CERTAINLY not least are the Friendly Ground keepers, Repairmen,Painters, etc These men and Women, although working in hot weather in hard jobs they still smiled and gave us a warm “ HOLA! “ Karisma Resorts and Spas as you can tell are special to us and WE know that if not for the Essential Workers who are in regular contact ( THE CORPORATE’S “ 1st “ IMPRESSION ) with the members and guest. They are all very professional and kind and respectful, regardless of the tiresome work that they have before them. The Resort would not be what it is if it weren’t for The Essential Workers. They are one of the main reasons why the members purchase memberships and the guests continue to come year after year! I as a longtime Member, I just wanted to reintegrate to “You” —-> The Owner(s), and Upper Mgmt, and Mgmt to know of this Special TEAM that you have assembled, and just how Blessed that you are to have them*😌. Most Sincerely, Veronica & Don Hosea

We stayed at Casitas Royale for 11 nights and we are still not over how amazing this place is. The setting is stunning, right on the edge of the sea with the Bali beds on the beach providing the perfect setting to watch the sunrise in the mornings or the storms coming in. We were looked after at our swim up pool by Cesar - he was the best. Always had a smile on his face and made sure our drinks were never empty. The choice of restaurants was everything and more, our favourite was Italian Casitas, although the one over at the Royale was also amazing. Santa Fe Grill was the perfect spot for breakfast if you don't fancy the buffet style. We used the app to make our reservations each evening and found if we booked the day before we didn't have any issues getting the times we wanted. We didn't get chance to try everything, but heard only good things. The app was also perfect for anything else, we had an small issue with our shower draining on the 1st night, we logged a maintenance request on the app and it was resolved in a couple of hours. We could also request extra items from housekeeping - although we only had to use this once as the housekeepers kept our room clean, tidy and stocked with waters. You are able to move between all 3 hotels and use the facilities/restaurants in each. There are golf buggys that are constantly whizzing about to drop people where they want to go. We didn't really use these as we enjoyed the walk around the resort, along the beach. They do come in handy when the rain comes. I could not recommend this place enough and looking forward to getting back soon.