Ratings based on 815 Verified Reviews

3.9 out of 5
82% of guests recommend
4.2 Room cleanliness
4.1 Service & staff
3.9 Room comfort
3.9 Hotel condition
Expedia Verified Reviews
3 out of 5
by A verified traveler from Juneau, AK

Outdated

Posted Nov 28, 2017
Details mean a lot to me, especially when paying such a high rate. I had booked a King and received a two double bed room so I was already not happy when I checked into my room. I also noticed I didn't have an outlet to plug in my phone at the table next to my head board. The only available outlets were in the bathroom and near the window ways away from where I can reach in my bed. My shower did not drain, almost immediately filling up so I had to stand in my shower water and worst of all when I sat down to use the toilet I saw in the mirror on the door under the toilet bowl was a nice crusted on poop stain. I wanted to move but the only room they had available was not in an ideal location so I stayed for my view. The wait staff in the buffet were very friendly but the door man was very rude to my guest. I would not stay here again
Comment from Hotel Management
Dec 5, 2017 by German Fayad, Hotel Management
Dear Guest, We feel sorry to read your recent experience at El Cid Castilla beach hotel. We are always focusing in each detail of your stay to ensure you have the best experience vacation ever. We apologies for the inconvenience you experiment during your stay, we are in shock and very disappointed to read such a bad experience, all the issues you are experiment had has addressed with the head departments. Unfortunately, for us is not much that we can do now since you aren’t stay with us , but feel free to contact me at onlinereviewquestions@elcid.com.mx if you want to discus with me directly. I will be more than happy to hear back from you soon. Respectfully, German Fayad General Manager
5 out of 5
Recommended
for Couples
by A verified traveler from new mexico

Perfect

Posted Nov 24, 2017
Pros: The pool layout and staff service especially at restaraunts
Cons: The shower maintenance
Location: Water sports
Loved the layout of pools. Delicious food. Close to beach and view of beach from room. Our shower didn’t work, but the tub did so we made it work.
Comment from Hotel Management
Nov 29, 2017 by German Fayad General Manager., Hotel Management
Dear Guest, Thank you for taking the time to share your great experience in Mazatlán. We are very grateful to hear that we met all your expectations regarding to your recent vacation at El Cid Castilla. We hope to have the pleasure of serving you again. Sincerely,
4 out of 5
Recommended
for Everyone
by A verified traveler from SF Bay Area

The staff will exceed your expectations

Posted Sep 7, 2017
Pros: On the beach near everything and it is always busy, never boring and has everything you need,
Cons: The heavy "popcorn" texture everywhere and lack of artwork or color in the rooms. Alot of blank, white wall space.
Location: On the beach and in the middle of everything.
A very good all inclusive value for Mazatlan. The hotel is little outdated but, the staff is GREAT! They are very nice, accomodating and helpful. Especially Adeline in the VIP check in.
Comment from Hotel Management
Sep 7, 2017 by German Fayad / General Manager, Hotel Management
Dear Guest, First of all I would like to thank you for taking the time to share your review with us. It is through guest reviews such as yours that we can assess the standards of our service, and therefore make changes, so as to meet and exceed your expectations. Please be assured that we addressed the issues you mentioned with the departments involved in order to make the improvements. We are thankful for the opportunity to continue to improve every day. I would hope that you would reconsider coming back to stay with us when your plans might bring you to Mazatlan again in the future. Sincerely,
3 out of 5
Recommended
for Everyone
by A verified traveler from SF Bay Area, CA

Great location on the beach.

Posted Sep 4, 2017
Pros: The Staff and the service they provided.
Cons: Updating of rooms Get rid of the Very Heavy "Popcorn" Texture everywhere.. Maybe some pictures on the walls since there is ALOT of empty white walls.
Location: Not much except Surf, beach, eat and drink lol
All Inclusive is well worth the price. There isn't much to do in Mazatlan so you will probably spend most of your time poolside at one of the many pools or at the beach. Very relaxing place to stay and the staff and service they offered exceeded my expectations. We made sure we always tipped well since they are only paid about 5 dollars (USD) PER DAY, not per hour.
Comment from Hotel Management
Sep 5, 2017 by German Fayad, Hotel Management
Dear Guest, Thank you for sharing a review on your recent experiences on Expedia.com. We were delighted to read you were overall impressed by our facilities and services provided during your stay. I’m feel sorry to hear you’re disappointed with the activities in Mazatlán, but let me tell you that is a bunch of things to do during your visit, please the next time you visit us come to Club Elite and we can help you to plane your vacation. Best regards, German Fayad General Manager.
3 out of 5
by A verified traveler from modesto ca

Decent not worth the money

Posted Aug 24, 2017 on Orbitz
All inclusive is misleading. Noisy. Waiting on elevators is annoying and i am not taking the stairs 12 stories up.
Comment from Hotel Management
Aug 28, 2017 by German Fayad, Hotel Management
Dear Guest, I’m feeling sorry for the inconvenience you experimented during your recent stay at El Cid Castilla Beach Hotel. We will take your comments into a seriously account and reviewed them to make actions plans. My sincere apologies for the bad impression you have during your stay. Be assure that we work hard to provide a better service, on your next stay will be different. My Best, German Fayad General Manager
3 out of 5
by A verified traveler from Texas

Not as all Inclusive as you would think

Posted Aug 19, 2017
We bought an all inclusive yet they kept trying to upcharhe us for everything. The meals were OK at best but the staff did not treat you well unless you tipped them!
Comment from Hotel Management
Sep 26, 2017 by German Fayad / General Manager, Hotel Management
Dear Mrs. Maria, First of all I would like to thank you for taking the time to share your feedback by Expedia. It is through guest reviews such as yours that we can assess the standards of our service, and therefore make changes, so as to meet and exceed your expectations. Please be assured that we addressed the issues you mentioned with the departments involved in order to make the improvements necessaries. We are thankful for the opportunity to continue to improve every day. I would hope that you would reconsider coming back to stay with us when your plans might bring you to Mazatlan again in the future. Sincerely,
4 out of 5
Recommended
for Families
by A verified traveler from Corona, CA

Expedia failed us

Posted Jul 10, 2017
Pros: The hotel itself was great. Very family friendly, food was good, staff was nice.
Cons: The shows at hotel were cheesy. There is not much night life at hotel. There is a bar in the hotel lobby which was not in the least bit exciting
Location: The beachfront location was great. Not much else around it.
The only issue we had is that I made it clear to EXPEDIA I NEEDED two rooms with an adjoining door because I have little kids. When we got to hotel they have us two rooms apart from each other. There were no other rooms available. So the first night my husband and I had to sleep apart, separate the kids, and down hall. Then the 2nd night we had to pack up and moves rooms to a room with adjoining door. In order for this to happen, I had to make a big stink about and wasted almost two hours of my time. The hotel blamed Expedia stating they shouldnt promise this type of request/reservation because its not promised at hotel.
Comment from Hotel Management
Jul 15, 2017 by German Fayad / General Manager, Hotel Management
Dear Guest, First of all we would like to thank you to let us know your feedback through Expedia which is very helpful for us in order to make the improvements necessaries in our services. It is good to know that the hotel itself was great and that you and your family enjoyed our facilities and food. We are sorry to hear that you had some issues with the Expedia reservations but i'm glad to hear our staff helped you to fix it. We hope this not affect us and that you can give us a second chance of change your mind. Kind Regards,
2 out of 5
by A verified traveler

The beach was very nice

Posted May 10, 2017
The room was filthy every day. It was loud by the pool. The adult pool was very nice. Would not stay here again
Comment from Hotel Management
May 11, 2017 by German Fayad / General Manager, Hotel Management
Dear Guest, First of all I would like to thank you for taking the time to let us know your comment through Trip Advisor. It is through guest reviews such as yours that we can assess the standards of our service, and therefore make changes, so as to meet and exceed your expectations. As soon as I read your negative comments regarding your recent vacations. I addressed them to the departments involved in order to let them know the issues and make the improvements necessaries. We are thankful for the opportunity to continue to improve every day. I would hope that you would reconsider coming back to stay with us when your plans might bring you to Mazatlan again in the future. If so, I would ask that you let me know prior to your arrival so I may welcome you personally and ensure that you have the vacation experience that our hotel is known for. Sincerely,
4 out of 5
Recommended
for Everyone
by A verified traveler from Alberta, Canada

Great Beach Front Resort

Posted May 1, 2017
Pros: The personal touch of fruit and wine welcome gift. Adult only pool area. Lobby Bar entertainment.
Cons: Informng guests before they arrive that they will be strongly encouraged to take in the Vacation Plan presentation.
Location: Beach front. Great bars, restaurants, shops within walking distance. Buses, pulmonias, taxis right out front.
All Inclusive Oceanview upgraded to Oceanfront as request for king not available at check in. The room was comfortable, clean, spacious and quiet considering we were steps away from the very busy beach. "Banda" and beach venders just add to the charm of Mazatlan. Global Edm and Sportsnet were offered on In Rm TV. Be aware WiFi is not free. We found all staff to be friendly and courteous but want to extend a special thank you to Fabiola, concierge. The adult only pool area at El Moro was an oasis, so appreciated; but even music at family pools was kept to a normal level. Waiters were very prompt with beverages and food from the pool snack bar (great burgers). We found the buffet eateries' selections varied and tasty but preferred the beach patio for the ocean/beach view. The waiters always had a smile for us. The Italian restaurant was our favourite. We actually did not have time in our week to visit all the eateries. We look forward to planning another very relaxing vacation.
Comment from Hotel Management
May 3, 2017 by German Fayad / General Manager, Hotel Management
Dear Guest, Thank you very much for taking the time to write us your feedback regarding your recent vacations at el Cid Castilla through Expedia. We are very happy to hear you enjoyed your time in here and that we met your expectations. All of your comments are very important for us in order to make the improvements necessaries in our services. Thank you again for your feedback and we hope to continue being your choice the next time you want to have a relaxing vacation. Sincerely,
5 out of 5
Recommended
for Everyone
by A verified traveler from Los Angeles, CA

Great hotel

Posted Apr 29, 2017
I've been staying at El Cid resort for several years and have always had an excellent stay... This time was the exception, I had some trouble checking in, there has to be some type of arrangement that of you have more than 2 children parents must really keep them quiet, I was in a room that were 2 families with 6 plus kids that was insane ( I am surprised because I counted 3 adults and 8 children in one room)
Comment from Hotel Management
May 3, 2017 by German Fayad / General Manager, Hotel Management
Dear Guest, Thank you very much for sharing your experiences with us through Expedia. It is very good to hear that you have come to our property several times and that you always enjoy your stay. We are very sorry to hear that this time was the exception, please be assured we will send the comments to the staff involved in order to make the improvements necessaries. We hope you can give us a second chance of change your mind. We would be very glad to attend you once again. Kind Regards,