Our family stayed at the El Cid resort in Mazatlan last March.
The resort had several pools, and a rock waterfall structure the
kids spent hours jumping off of into the pool! The staff were friendly
and very accomodating. The
more +food was plentiful, delicious and always fresh.
We really enjoyed our first visit to Mexico with
the family and hope to go back for another vacation soon!!
Date of Stay: 03/17/2010
Children in Party: 1
Don't worry - just go!"
Date of review: Jan 29, 2011
We stayed at El Cid from 1/9 thru 1/16. Unfortunately, there was a slight cold front and it was overcast most days, so keep that in mind when you reference my comments on the
more +pool.
Check In - I agree with many reviewers that this is an area that needs significant improvement. Not warm and fuzzy, they have an attitude immediately. We greeted them warmly, smiled, and tried our best to engage them - to no avail. They were polite and cordial but that was it. I personally expect a warm greeting - but maybe I am asking too much. I had read many reviews referencing "free upgrades" and I wrote the hotel twice, the manager once, and another person who a fellow traveler used as her contact to make my kind request for a possible upgrade. Each and every email remained unanswered. I would have appreciated a response, even if it was a no. That said, when I asked about getting an "free upgrade" the girl responded "there is no such thing as a free upgrade". When I referred to the many free upgrade comments on trip advisor she just shook her head? I also tried to get her to tell us where we were located and she would not. She just said the room wouldn't be ready and we had to wait until 3PM. No biggie. When we came back, the same girl wanted to give me the room key without explaining where our room was located. She just kept referring me to another desk - who by the way - are the time share people. She seemed annoyed that I kept asking where we were going to be. She also tried to tell us how "very small' our std room would be with a cot and tried to convince us that we should pay for a bigger room. I explained that was NOT an option. After all that - we were indeed give an OV room. Not sure why they didn't just tell me that?! The whole experience started off on a bit of a sour note and in the end, it didn't have to be - we got what we had asked for so why not just tell us?!
Time Share - they worked under the guise of "explaining the resort" to you. It was unnecessary but they didn't take much of our time. They just tried to "offer" us a great discount package for tours, spa, etc. if we would attend an informational meeting, i.e. timeshare. We politely said no and that was the end of it. We were not harassed or anything. No issues here.
Bracelet color - We did not notice any service issues related to the color of our bracelet. Maybe if they were fully booked, but we didn't see a thing nor heard of anything from anyone else we met either.
Room - very nice. Exactly what it appears to be from the pictures on their website. We booked the lowest category a "luxury room". Two double beds. We asked for a cot and got it although the front desk wouldn't confirmed that we would get one - which annoyed me since I had made that clear on our booking that we needed one. My husband and I slept on one bed, my 12 yo slept on the other and my 10 yo slept on the cot. It was a tight space as she suggested, but plenty of room for each of us to move around our beds and plenty of storage and racks. We don't stay in our rooms very long so it was perfect.
This room does have a wooden door to the shower and toliet area which was of concern to me after reading about lack of privacy in some of the rooms and how they are layed out. The sink is out in the open. This category room is NOT a problem. I was able to changed behind the bathroom door away from my two growing boys.
Booze - Almost all the drinks are made from a mix and not from scratch. I dislike mixes intensely as they are loaded with sugar and have a preservative taste - to me. The pina colada and margartias were disgustingly sweet! I just asked for drinks made from juices and had them add some seltzer to lessen the sweetness. The bartenders were very good about saying "just tell us not to make it too sweet". They were very nice. I also learned that they had light milk and add one banana, coconut rum and some ice and you have a delicious pina colada minus all the crap! One suggestion - come up with a drink menu. I had to keep asking "what's that, what's in that," etc. I would have loved to have known what some of the drink concoctions were and tried them!
Entertainment - Very good. Alot of AI's 'try' to be something they are not. They try to be Vegas or Disney and fall short. This place pulled off every show very well. This is a family place so the entertainment is geared towards families and each one was well done. We saw each and every one and liked all of them. My kids loved the game show like night.
Kids Club - I think it is all dependent on the primary age group of kids at the time of your stay. When we were there is was mostly full of 3, 4,5 & 6 yo's. So my 10 yo wanted no parts of it. In the end, it didn't matter because "the rock" occupied him and my 12 yo all day, every day. It amazed me how they never tired of it. ;)
Speaking of "the rock". We had a safety issue with this. The material they used to build this rock is NOT a non slip surface. This would never pass inspection in the US. Therefore, when standing at the top of the slide or the jump point - it is very slippery - more so than it should be even with a wet surface. (There were staff and other first time and repeat guests that mentioned how they had hit there head or slipped, etc. and how many people are hurt on that thing slide and/or jump!) My 10yo son, standing still, lost his footing and fell down and hit his head. A non related adult witnessed this event who just happened to be a nurse. She was thorough and asked him how he felt to which he replied he was dizzy an nauseous. The medical attendant who sits at the top of the rock came over to check him out , heard this information and after making sure he wasn't bleeding, declared he was "alright". The nurse was shocked and told him you cannot send this boy off by himself when he has these symptoms. She proceeded to find me (in the pool restaurant) where we sat with him for a while and got him ice for his bump, which the medical attendant never did. He continued to feel bad to which we had to ask for him to be seen by "someone". Long story short, it was recommended that we "watch him" until 5PM when the Doctor, whom I spoke with on the phone said he would come by. We were comfortable with this, and when he finally did arrive, around 5:30PM my son hadn't had any symptoms since around 4PMish. After the Doctor was done he announced "that will be $100 USD". We were shocked. First of all, my son was injured on their equipment. Second, no one, at any point when we were in the medical facility area talking to their paramedic (who spoke almost no english and used the medical attendant for an interpreter), or when I spoke with the Doctor over the phone, had explained that there would be a fee for this! We just felt mislead. If we had been told of the charge, we would have cancelled his appointment around 4PM when my son's symptoms disappeared. We spoke with two managers, one told us that there is a plaque in our closet stating that if you see the Doctor there is a fee. How ridiculous. Do you open the closet doors at every hotel you stay at and look for a plaque with the hotel rules and regulations? He also stated that warnings are posted on all equipment stating at your own risk. As if that negates their liability?! But hey, I realize we are not in the US. The second mgr. was Mr. Bustamante who brought the Doctor over to us. When we, again, explained our issue, the Doctor became very annoyed and starting talking about how much money he saved us (from having to go to the hospital) and "didn't we trust him" and so on. I finally said, yes, we trusted you, but that has absolutely nothing to do with this. We were never told of the charge before hand and that is our issue. He became very flustered and responded " you know you seem to need the money more than me so keep it" and walked away. We looked at the manager in shock. We are not unreasonable people. We were very upset by his response. Our intent wasn't to upset him, we just wanted him to acknowledge that there practice wasn't upfront. We actually would have paid the fee had they just acknowledged that. For some reason Mr. Bustamante didn't hear his comment (he was having some terrible allergy issue or a cold) so we reiterrated it. It was clear Mr. B. understood that we were upset at the Doctors reaction and the way it was left. If all we were after was to have the money waived, we would have walked away happy. That was not the case, we were upset that the issue couldn't be discussed and resolved. Mr. B. apologized for the Doctors reaction and said he would go and talk with him. We left in shock. I mention all of this because, prior to this incident, we were actually talking of returning. After that, we worried for the rest of our week about what would happen if one of the kids or even us were injured. We worried about the treatment or lack thereof that we would receive. For that reason alone - I would not return to this resort. Should it deter you from going - NO. But know that if you see their paramedic in the office or the Doctor - there will be a fee charged. In closing this issue, to Mr. B's credit, that evening when we returned to our room, he had a fruit plate and a plate of mini desserts delivered to our room, with a note of how he was glad our son was ok and to enjoy the rest of our stay. This was so very nice, not necessary and yet impressive as it is clear this is a manager "gets it". That is likely why they respond to each comment made on this board. The do want to make you happy and for your stay to be enjoyable.
The resort - very clean, well maintained. Beautiful grounds. As some have mentioned, there is always someone working on something. I saw no maintenance issues whatsoever.
Pool - huge, amazing, but cold. Due to it's size it can't possibly warm up even with the suns rays. However, it was quite refreshing when the sun stayed out long enough to get warm/hot. Unfortunately for us that didn't occur enough during our stay. Mother nature doesn't always cooperate! I will say that if you do venture in, you do get used to it. It wasn't THAT cold! ;) The adults only pool, being small in size, sort of like a huge jacuzzi in size, was warm but not heated.
Food - I was mostly impressed. I would completely agree with others that the food is better than cruise ship food. I thought the reservations only restaurants were very good; even The Marina - which many commented was terrible. I did not find that at all, but then again I like all seafood. However, I did find that many items, most of them were at the buffet, were too salty. Only one item, from the reservations restaurants, was completely inedible due to salt. At an AI - it's not a big deal, just move on to something else. I personally preferred the buffet (I forget the name) up in the main bldg over the one by the pool for breakfast and lunch due to more choices and a bit friendlier cook staff. Unlike many AI' s I have been to the desserts were quite good - much to the chagrin of my thighs!!!
The gym - nice size, nice equipment and a good number and variety. Spin class was great!
Tipping - I also agree that you should bring many one's and tip and tip generously. Everyone we came across worked very hard. We tipped our servers at each meal, the breakfast/grill cooks occasionally, the towel staff on the last day, the bartenders almost every drink, and the maid staff. The last day I also tipped the entertainment staff and the fitness woman as well. They all added to the enjoyment of our stay.
Although we had a few 'issues', I would not hesitate to recommend this resort even though we personally will not return unless they get a new Doctor.
Date of Stay: 01/10/2011
Children in Party: 2
Tweens (10-12) Tweens (13+) Accommodations Dining Kids Play Area Money Value Pool & Water Fun Staff
We booked this trip for a 3 night getaway. Boy, were we sad it was only 3 nights. We didn't want to leave. From the minute we were picked up at the airport, we were treated with that special Mexican hospitality. We arrived and were greeted by Esau,
more +our butler, and Sophie from the Platinum Club. They were always ready with a smile and friendly word. The staff was everything we could have asked for and more.
Our room was a 1 bedroom in the Platinum Club. This upgrade was worth it to us. We had ample space for my husband and I and our daughter, 8 and son, 11. The maid service was wonderful. Our room was made up early everyday and turn down service was done around 8-8:30pm. We had 2 balconies and 2 bathrooms. We had a perfect oceanfront location in building 14. We had a small kitchenette and a fridge. With one call, we had beer, soda and water to last for most of the weekend. We had a bottle of wine and fresh fruit upon arrival. The first night, chocolate covered strawberries were delivered to the room with a special note. Also, for my daughter's birthday, one of the butler staff, delivered a beautiful chocolate cake to the room.
The beach was beautiful and the staff did a superb job raking the beach of sea-grass each morning. The Platinum Club will reserve a palapa and chairs on the beach for your family. But there was never a problem finding a spot, even without a reservation. The pool, with cliff jump and slides was the highlight for my kids. We all enjoyed jumping and sliding. What a blast. (Everyone was right, though... that slide is fast!!!)
The Animacion team was fantastic and made each afternoon by the pool more enjoyable. Louis and his team deserve a round of applause. We enjoyed the fire show and especially the magic show. That guy was soooo funny, and talented. The lobby entertainment was also very good. I really liked the sax player.
The food was great, considering we did mostly buffets. We ate at the Mexican restaurant one evening and it was delicious. The wait staff at the pools, beach and in the restaurants were so wonderful. We never had to wait long for a drink and the were always available to meet your needs. We were so impressed. Please bring small bills for tips. It is not expected, but they work so hard to make your vacation special. It is very much appreciated. Room service took approximately 45 minutes, but they tell you to give them that amount of time when you call. Breakfast coffee every morning on the balcony was most delicious.
Our only complaint, and it is a small one. We didn't mind paying $9.00 per day for Internet, but the connection is not great. But hey, we were on vacation. I didn't even check my emails.
There were many children, but all seemed well behaved and supervised. This was the first time my kids didn't use the kids club, but the younger kids played in the pool, built sand castles on the beach, played tug- o- war. They looked like they had so much fun. There were adult-only areas that were great for relaxing and just enjoying some peace and quiet. The staff were great at keeping kids out.
If you go to El Cid, I can't imagine how you could be disappointed. This is probably not the place for spring breakers. It is not wild and crazy. It is definitely more family oriented, but we had so much fun and we cannot wait to start planning our next trip to El Cid, and we are bringing more people with us!!
Date of Stay: 02/04/2010
Children in Party: 2
Kids (7-9) Tweens (10-12) Accommodations Dining Kids Play Area Money Value Pool & Water Fun Staff
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