We stayed at this resort the last week of February and will share our views for the benefit of those choosing a vacation spot.
Overall: The other reviews that state that this property’s infrastructure is aged are absolutely on target. It is well located along a beach and although the property has attributes, it has unquestionably exceeded its useful life, is on life support and requires a MAJOR overhaul. Of even more concern, it has traits that pose a threat to health & safety.
1.) The staff, in spite of shortcomings noted below are very friendly, as are the people of the region.
2.) The staff does seem to wish to help support a positive guest experience but are constrained by lack of management support.
3.) We had no issues or concerns with security, regularly walking the streets of town up to 10-11 p.m. at night.
1.) DO NOT accept a room with adjoining doors, you will be disappointed. We were given a room that had adjoining doors, and could hear the people speaking as if they were in the same room. More disturbingly, we could not only hear them eating, but smell their meal. After also being woken up during the night due to kids running through the hallways we had enough and asked for a room change, which was granted. We were promised a room that while it still had adjoining doors, the adjacent rooms were pledged to be vacant during the remainder of our stay. On this point the hotel overpromised and under delivered; for the remainder of our stay we were again entertained by a neighbor, this time with a small child.
2.) Condition of the rooms: On a scale of 10, room quality was a 1.
a.) Upon our arrival there were numerous light bulbs which were burned out, including in the shower and on the back patio. (I’m not sure how the maid staff could adequately clean a shower without lights).
b.) The sinks in both of the rooms we stayed were very slow to drain, causing us to use 2 sinks so as not to have them overflow.
c.) The faucet handle on the hot water valve leaked every time it was turned on. We eventually solved the problem by wrapping a face towel around the valve, so that it could at least flow into the sink instead of the floor.
d.) The door to the patio never closed properly, and had a gap of approximately ¾ inch between the door frame and the trim.
e.) The door handle to the patio would also constantly fall off into our hands, with the inside parts hitting the floor. After a while it was easier to just leave it on the floor.
3.) Staff: We were disappointed to find that after having either the maid or
maintenance person visiting our room, that they left the patio door unlocked.This was particularly problematic since we were on the ground floor, adjacent to the edge of the property, and had valuables in the room. This amounts to poor training/oversight.
4.) Health & Safety: There are 2 towers as part of the guest rooms, one of which is
28 stories. As part of my exercise routine during our stay I used the stairs for training.
As a former firefighter I was alarmed to discover that the entire building had NO FIRE
SPRINKLER SYSTEM, either in the rooms or common areas, including the stairwells.
This was particularly relevant in that there are no fire trucks in the city that can reach
higher than 3 stories. What this means is that in the event of a fire, the guests above
that floor would have the benefit of neither any automatic fire suppression, but no way of
This to me translates to the property having a larger interest in profits as
opposed to guest safety. There is no way I would place my family members in danger,
which I would be doing to take a room above the third floor, and I recommend you do
the same. The building also has not been earthquake retrofitted, and this is definitely an
5.) Towels: Incredulously, for at least ½ of the times we went to the pool, there were
insufficient towels for guests. We were regularly told that there would be a 10 minute
wait, and to come back. We did, but there were no towels until after up to 1.5 hours had
passed. We were forced to lie directly on the bird stained deck chairs. The staff stated
that this happens every day, and that management was aware of this deficiency.
Despite the shortcomings of any hotel we have been to, we have never been to one
which doesn’t buy sufficient towels. Indeed, towels probably rank just above toilet paper
a being a necessity. Such an easily solvable problem served to underscore how poorly
managed this hotel is.
The staff told us that management had been informed of this deficiency but had done
nothing about it. Indeed, after again finding myself in a line to await the phantom towels, I
specifically went to the front desk and left a message for Mr. Raul Hernandez, the
general manager to make certain he was aware of this problem. (I also suggested that
the front desk could take some initiative and use some petty cash to run downtown to
buy more towels). Despite my direct effort to bring this to managements attention, there
were no improvements during our stay, nor acknowledgement that they were planning to
do anything about it. Sad but true.
6.) We were not on the all inclusive plan, since it had been recommended by other reviewers
to not do so. It was good advice. We did go to the show on Wednesday night, which was
entertaining, but found that the quality of the food as well as the atmosphere was akin to
eating in a school cafeteria.
As most travelers today, we did pay careful attention to trip advisor reviews. We found it interesting that Mr. Hernandez (or his employee?) seems to responds to comments. His comments regularly implore the guest to revisit the property to give it another try, but regularly does not offer a substantive plan on how to address guest comments. As such, and for the benefit of new guests, I will pose for him the following questions, and instead of inviting me back for another visit, we ask you Mr. Hernandez for answers as follows:
1.) Why aren’t there sufficient towels at the pool, why haven’t you acted on requests for same? By what date can you definitely guarantee that no guest will be left without a towel?
2.) By what date will the hotel have strong and capable internet in the lobby areas?
3.) By what date will the computers in the internet office all work, and have strong and capable internet service?
4.) By what date will the hotel have a basic sprinkler system in place for guest safety, and if that is not planned, why is it not planned? Do you not care for guest safety?
5.) How is it that a room cannot be thoroughly checked by maintenance or maids before a guest arrives to ensure it is ready for guest use? This includes having a checklist with items such as good plumbing, no leaks in faucet valves, all lights working, all door hardware functional, etc. Since you obviously don’t have such a basic system in place, by what specific date will this occur?
Overall, despite a nice beachside location, the guest experience proved to be a negative one; there were simply too many basic items which weren’t being attended to. If the management can’t afford to make any improvements, at least close down room that are not serviceable and focus on those that you can maintain.
El Cid proved they weren’t worthy of my business, and we certainly won’t be returning. If you choose to come, make sure you lower your standards and are prepared to still be disappointed.
P.S. The patio door handle is on the floor next to the door.
- Official Description (provided by the hotel):
- Discover paradise by the sea at our breezy oceanfront El Cid El Moro Beach hotel with exquisite palm-lined beaches, endless diversions andfriendly staff ready to facilitate your dream vacation. Treat yourself to snorkeling, sailing, and deep-sea fishing; savor international cuisine and warm tropical breezes at oceanfront La Concha;swim in two large connecting pools featuring cascades and rock formations, swim-up bars and snack areas. Enjoy indulgent spa treatments, golf, and tennis just a stroll away at nearby El Cid Golf Country Club. El Moro is also conveniently connected to the pools, beach, and restaurants of sister hotel El Cid Castilla Beach,and it is ideally situated near the eclectic restaurants, bustling nightlife, and diverse shopping in the Golden Zone. • Ideal for Couples and Families • Upscale Resort right on the Beach • Gourmet Beachfront restaurant La Concha and Mexican-style La Cascada • All Suites withPrivateBalcony • European, All-Inclusive & Elite All-inclusive Plans • Large connecting pools with water cascades, rock formations waterfalls and swim-up bar and snack area • Easy access to facilities at neighboring El Cid Castilla Beach and El Cid Granada hotels • WIFI Internet Access • Short walking distance from El Cid Country Club, offering golf, tennis, spa, and a fitness center • Pronatours Tour Desk • Only 18 miles from Mazatlan Airport ... more less
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- Also Known As:
- El Cid Moro Beach Hotel
- El Moro Tower El Cid Mazatlan