Royal Solaris Cancun — Hotel in Cancún

This individual should be the employee of the year, our maid, Carmen Vidal. Carmen is the only employee that CAME UP TO US, on our check-out day, and said she was so happy she met us & is going to miss us, she had a tear in her eye. Carmen you were our sunshine & truly touched our hearts. Other noticeable employees; David; platinum club, Ricky; MP, Antonio; Rosemarinus, Evin; Bogavante. The Marco Polo was our favorite restaurant. Start making your restaurant reservations when you arrive, early dinner times will disappear fast. Clean resort, plenty of chairs around the pool & beach areas. There are activities in the pool area, during the day. Also more quite areas to relax. The sandy beach is nice. The Jacuzzi, (more warm than hot), in the GR Solaris & Caribe. Good pizza. We did prefer the single serve pizza at the GR a little better. They had more of a selection of items, to put on a pizza. The GR had a very nice Deli/coffee shop. Delicious cappuccinos, at all 3 resorts. Nightly entertainment starts at 8:30 in the theater for 30 minutes, then moves to the bar area with music & other entertainment. Every vacation has challenges, unfortunately the Solaris has some areas that need to be looked at. It only takes a few employees to make your vacation challenging. If you are interested in the all-inclusive restaurants, stay away from the Veneto, the food is lacking in flavor and there are not many choices on entrees. Too bad too, the staff at the Veneto are incredible! Stay away from pork & chicken, very dry, at the restaurants. If you don't care for an item, you ordered on the menu, the server will replace it for a different choice. In the Las Fuentes Restaurant, the breakfast servers, did not come around the first 3 days. I even ask one of the servers for bacon and coffee, it never came. We tried the Las Fuentes for breakfast again on Feb. 21st, Service has change for the better. We had issues using the hotel app, making reservations for restaurants. The Solaris app, see photo, would confirm a restaurant reservation, then it would delete that reservation when we would make one for the next/ different day. I thought the hospitality desk, (HD), was going to help. On Sat. & Monday, (no HD employee are at the desk on Sunday), the HD employees said, "I will make the restaurant reservations for you", never happen. The employees at the HD are rarely there and hard to track down. Claudia left a note at the HD, to contact us. No HD staff member followed up, calling us. We like to thank the platinum club room employees for helping us on Monday with our restaurants reservations. Info on Royal Solaris hotel actives & restaurants menu. Type in ROYAL with a minus sign (-) then type CANCUN with a period (.) then type HOTELSSOLARIS with a period (.) then COM slash mark (/) EN with 2 slash mark (//) The Solaris is good sending a handyman up to fix issues. But we had more than a lot of issues, 16+, with the room! Toilets didn't flush, no hot water in the sink or hot tub/ jacuzzi, a jet missing in the jacuzzi, trash hidden under the jacuzzi, (service door area), shower head leaking, cold water not working in sink, sink not draining, seal in shower door leaked causing water all over the floor in the bathroom, lock box didn't work, led bulb burnt out, short circuits in the lights next to the bed, electrical outlets shorting out, a hook in the bathroom for a towel ready to fall off the wall, only Spanish speaking TV stations, curtain chain not there, to pull down the privacy shade. I was told I had to wait, in our room for the handyman to come up. I ended up fixing a few things, for our convenience. We were not going to wait in our room! Funny & not look at the response by management before I wrote my final review, I included a photo. Does management take these reviews seriously? Some photos are from...

Just returned from our family vacation after staying for one week at Royal Solaris. I will provide both what we feel was good and bad about the place.

The good - I will start with the very warm welcome that we received from the members service area (we were guests of members becoming members ourselves). We especially adored David who was amazing at being attentive to our needs as well as provide us with exceptional customer service. The pool was a lot of fun and the water was warm. The entertainment employees did a great job of trying to get people involved and have fun while winning prizes. We especially enjoyed Caro who was so nice and friendly. We really enjoyed the outdoor pizza place. The shows were fantastic to attend and love the fact that there is a new show every evening. We attended 5 of them while we were there. We enjoyed some more than others but the dancers are extremely talented. Every employee that we spoke to was extremely nice and was so helpful with anything we wanted. I'd like to give a shout out to Margarita, our housekeeper, who was so thoughtful on leaving a rose for me in the room. Plus, I'd like to recognize Ricky Gil who was a waiter in Las Fuentes who remembered I loved bacon and made sure to bring me some. It seems that even the other guests in the hotel were extremely friendly and wasn't shy to speak to you, even if it was to find out where you are from. We also loved the fact that so many guests loved to congregate on the main floor by the bar to enjoy playing games or other activities. It's a great way to meet new people. The Welcome Dinner as well as the Gala Dinner was such nice touches to make guests feel at home.

Now for the bad parts. I would say our main complaint is around the rooms. The walls are paper thin and we had the pleasure of hearing one couple on their honeymoon argue at the top of their lungs. Then after they left we had the pleasure of listening to the new room occupants blast their music. We are pretty sure they had some kind of stereo system in their room. I had to turn my TV up to level 35 in order to hear what I was watching, when a level 17 was great with no noise...that's a problem. Then it never failed...every night, multiple guests on the floor would feel the need to shout about something to someone else at 2 in the morning. I wish it only happened once but the disrespect that fellow guests gave when going to their rooms was ridiculous. Because of this reason we won't stay at Solaris again unless it's in the Presidential Suite. Otherwise, we will stay at the GR or Caribe. I do believe there should be a "quiet hours" introduced to all guests. Unfortunately, me and my family didn't rest well due to all the noise from other disrespectful guests. The next item I would say was a let down was the food/alcohol. There were some things that were good, but so many more things that weren't. It seems the alcohol was not very strong as I could drink and drink and never feel buzzed, even after taking some shots. We felt like their breakfast was by far the best option that they offered. Otherwise, it seems like it's the same menu at every location no matter when you visit. I understand they are entertaining multiple people from all over the world, but it would be nice if they even allowed for a restaurant where you can order from a broader menu. This goes for room service as well. It's great that it's 24 hours but it is SOOOO limited of options. Plus, you have to have a card to get a towel at the pool. Yet, the towels in the rooms were extremely cheap.

Overall, we still had a great time even though it rained almost every day. We truly appreciate everyone at the resort and the kindness...

This resort uses false advertising to get people to go here and then does nothing to address it. I picked this specific resort because my whole family enjoy nonmotorized water sports. In the past years we went to resorts which had water sports included but it was on the open water side- which as you can imagine is a crapshoot with waves. I chose this hotel because they had advertised a beautiful marina with all the water sports on the lagoon side. When we arrived (paying 9K for a week, which is more than we have ever paid for a vacation), we were told that the marina is closed and has been closed for two months. I booked just a few weeks ago and nowhere did it say that is it currently closed! In fact, both the website and their app for the hotel still says that everything is working and functional. After MULTIPLE trips and a lot of spent time talking to the front desk, we got a snorkeling trip (half hour snorkeling and few hours at Isla mujeres) for which we were told that we had to pay $80 usd for the tax. I agreed to pay that fee simply because it was that or not go, but asked to get massages or another activity and was told no. Honestly I feel lied to, and I hope that no one goes here. The food at the buffet is subpar on multiple levels - both in choice, quality, and wait times. Other things which are less than ideal is the pool- absolutely no deep parts and not enough space to accommodate all the guests. Food at the restaurants is good but unless you make reservations the second they open which is about 4 days in advance, you are not getting in - and we are just a family of four. Can’t imagine for larger groups. The walls are paper thin and if you plan to sleep in, don’t come here, if you don’t want your kids to hear others enjoying intimacy, make sure to ask for a room without an adjoining door- the problem is that they are all adjoining. We had two rooms - one on fourth floor and one on eight and WiFi sucked in both! I was not able to have my zoom meetings for work. The beach on the pictures looks beautiful and the sand and water is nice but the size of it is much less than on the picture. Possibly due to storms or erosion, but again, I picked this place based on info from the website which included the beach. Oh and room service is included as the website says but there is a $5 usd delivery fee, which the website conveniently omits. Overall, I feel that the price tag was totally not worth it and I am very disappointed in how this resort handled everything. The activities which are clearly posted in the app - are also not necessarily going to happen and the staff does not know. This was the first place I’ve been to which did not have a physical board with activities. Everything is done through the app which freezes all the time and is not even accurate for everything. I was really looking forward to painting, I asked someone at the front desk and was told it is at the kids club, I insisted that it is an adult activity because everything kids club is clearly marked in the app, the guy told me to ask activities person by the pool. I did- was told it will be at by the pool area at the stated time. I made sure to leave the beach on time only to find out that due to the holiday schedule normal activities in the app are not happening. And everything is like this. Our windows are facing the lagoon and in theory we would be enjoying the sunset but the windows are dirty. The room is clean and I am making the most of this trip but for 9K I really feel lied to and consider...