El Dorado Maroma, Catamarán, Cenote & More Inclusive

Outstanding time at Palafitos, Alberto was fantastic and knew our names the entire trip Enrique & Alto were fabulous butlers and the staff at the Palafitos restaurant were incredible. Couldn’t ask for a better experience. Our Sommalier Miguel was so knowledgeable and taught us about fine wine & tequila

We booked this holiday of 11 nights to celebrate our silver anniversary with TUI after reading all the fantastic reviews. After queuing for 3 hours to get through the airport we found that our TUI transfer had gone and left us! They quickly sorted out some transport and we arrived at the hotel. We were asked if we were celebrating anything so we told them yes our silver anniversary. We were asked if we’d like to upgrade to a room with shared pool for €100 a night but said no - we’d already paid £5500. We requested an upper floor but were given lower. We were so tired we just went with it. The room was dark and smelt of damp. Our outdoor area was overgrown, shaded and dark. We met with our concierge and had our reservations made for dinner for the next few nights and we asked about booking a meal on the beach with a fire and hearts and which we’d seen the previously night and looked beautiful. She said it was a candlelit dinner and €300. We agreed as it was a special occasion. We had to choose our meal beforehand. We turned up at the meet point and thought it strange there was no sign of our dinner so we went to reception to be told it was cancelled due to weather. No one bothered to inform us. We were offered the option of the meal in either the Caribbean or Italian restaurant. We asked the manager - David if we could see the set up and basically they wanted to charge us €300 to have the menu we’d chosen in a quiet area of the restaurants. We refused and ended up sitting in a separate part of the Italians behind 2 glass doors and ate off the normal menu. It was very weird like being in a fish bowl! 2 days later we checked we’d not been charged and we had. They said we had to rearrange or pay 50% cancellation! We explained the situation that it was not the same having the meal indoors and we did not want to reschedule as our anniversary had been and gone and that we weren’t the ones who cancelled. We ended up speaking to the manager again and he said he would cancel the charge. Apart from this our toilet kept breaking and 5 times in 7 days it needed repairing. There were times we had to use the public loos while ours was broke which is a joke. I emailed TUI as I was fed up when the toilet started making a loud running water sound 2:50am which went on for hours until my hubby fixed it. TUI emailed saying they had arranged a meeting with manager 9am. This was all a farce too. Staff knew who we were and why we were there then all of a sudden said David was in a meeting and they would contact us when he was available. 2 hours later I went back to reception and they said they had had no communication with TUI regarding the matter. Eventually David turned up. I said I was upset regarding all the confusion over the meal, the room, the toilet and now the jacuzzi bath had broke. I politely asked if we could have an upgrade to make the most of our last 3 nights. He said he would check which rooms were available and would get back to me. Endless to say he d

We came here for our honeymoon for 2 weeks. The resort is beautiful, clean and has great outdoor facilities. The entertainment team are fun (props to Chris), and we loved visiting the ice cream parlor (Marko is great). The cocktails are strong and tasty, so pace yourself. The live music and entertainment felt quite Americanized, and we do feel like we missed out on some quintessential Mexican experiences, because the resort catered to their American clientele so heavily. (We are from the UK). We had a tropical storm during our stay, so a few days were quite boring and we were stuck inside with not much to do. Despite this, we still enjoyed playing pool at Rick's, or visiting the spa. However, one thing we could not look past is their lack of care and understanding when preparing vegetarian meals. The four restaurants usually had a maximum of 1 vegetarian starter, and 1 vegetarian main meal. They said we could order off-menu, but this proved disastrous most of the time. Over our 14 night stay we had maybe 5 meals that were NOT contaminated by some kind of meat or seafood. 5 meals in total. We explained at the beginning of EACH meal that we were vegetarian, meaning no meat or seafood. Despite this, we were repeatedly brought food containing particles of bacon, sausage, and crab, etc. On top of this, dishes marked with a 'V' contained things such as grasshopper powder, or shrimp powder. Oftentimes we would eat something we thought SHOULD be safe: eg: Vegetarian burger and fries - only to be incredibly ill afterwards because as it turns out, the veggie burger was cooked right next to the meat, absorbing all of the meat juices, or the fries were cooked in the same oil as meat/seafood. I was severely ill for many days, and in a lot of gastric pain, because no matter how clear we were, no one seemed to take it seriously. I had to stay in my room for large periods of time due to illness, meaning I couldn't go on tours. I spoke to management and head chef on the 6th day to ask for help in conveying my needs to the kitchen/wait staff, because there seemed to be a cultural disconnect happening, and they said they would take care of it. I approached this interaction politely, wanting to learn how I could express my needs to their staff effectively. It went fine for 1 meal after that, but by next morning, it was back to the same. By this point I found eating at the restaurants incredibly stressful and upsetting and started skipping meals to avoid them altogether. Room-service was no better. We spoke to management on the 12th night, after being served a dip and told it was 'beans', before eating it and then being told it also contained chorizo. I had repeated myself at every meal, multiple times a day, for 14 days straight, but still, no one seemed to take it seriously. On top of that, I could tell that we were being treated differently by the waitstaff, despite doing our best to remain polite and understanding. But after 2 weeks of being ill and repeat

This was the best resort I've stayed at. The attention to customer service was amazing. We had 2 butlers Samantha and Janet that they went over and beyond for us. From the beach service to the restaurant and room service we wanted for nothing. I've never been on a resort where the food was amazing every meal. Definitely can't wait to return.

What can I say about this resort other than amazing! To start off, our Butlers Victor and Julieta were so kind and caring. Eli, our concierge made sure I could get everywhere I needed to go. I was sick and they made sure I was very taken care of. Even the manager, Ricardo checked on me. Their medical staff were top notch. The grounds are amazing and the grounds crew made sure of that. The food is absolutely the best and their wait staff are amazing, especially Dory, Gabriel, Juan and Robert. Thank you all for taking such good care of us. The bartenders, Daniel, Rene and Gustavo are part of the best crew! The entertainment staff, Haza, Gustavo, Gisele and Chris are by far our most favorites there. They make the trip so memorable. Thank you all!! We love you!