Love the villa suites! Architecture is breathtaking. Our private butler catered to our every need to perfection. Would love to return if they were to reopen. Breast on the water is gorgeous. Private plunge pool off of the bedroom was a wonderful way to start every morning! The only room for improvement would be the dinner options. They seems to have been doing construction on the hotel part of the property but that caused no issues in our end.
I stayed here three times now and I love it. Granted I did not have to deal with the cancellation of everything so there is that. I go to Cabo a lot and this is my fav hotel. Due to food, service, location and rooms. The pool is the best. I recommend this for adults. Kids are welcome but not many of them. I think this is an amazing resort. Too bad they had to close. Waiting for them to reopen. Hopefully, they have some good pricing since they need people now more than over. Please open soon!
Wow, just a complete lack of transparency and empathy. Planned a big celebration for my Wife's BIG birthday with 7 other couples coming in from around the country and were told in late July that they cancelled all reservations for all of our guests. Best explanation was something about a structural issue. I get that problems can happen but their attempt to relocate or even contact us was pathetic. I had to call them several times. When I finally did get in touch with someone they offered the Westin (and for not even the same dates). It cost me a fortune to find another 5 start hotel last minute and you can only imagine doing so for 7 couples. (many of whom used points) Just awful customer service and not so much as an apology or full explanation. Beyond disappointing... especially being a Platinum member (not that that holds much weight these days).…
Words cannot explain the utter train wreck this property unleashed upon its future guests, and Marriott failed to implement even the most basic customer service protocols to assist displaced travelers. We booked this property earlier in the spring for our honeymoon. Today, I received an email that our reservation was unilaterally canceled and the hotel was closing due to "infrastructure" problems. We were dumped like garbage. And Marriott made *zero* effort to assist its customers in finding new accommodations. When I called Marriott (and I'm lifetime Gold, not that is necessarily all that special), they could have cared less. They offered something in Aruba (?) and a Westin in Cobo--nothing to match the luxury honeymoon experience we had planned for Cabo. The customer service at Marriott was appalling, and rather than assist with finding a comparable experience, they insisted that I compromise by booking a new hotel at *current* rates (mind you, we booked back in the spring and rates are quite higher now) in another location entirely and grew angry with me when I wouldn't accept alternate locations on the spot. I mean, in terms of horrendous customer experiences with Marriott, this was the absolute worst. No empathy whatsoever. Still shocked at the rank mistreatment of loyal customers.…
Fantastic experience. Edgar served as an incredible butler. Truly enjoyed our time. We stayed in a plunge pool room and loved it. Restaurants were a bit pricey and underwhelming, but overall it was a nice convenience. Unfortunately they closed the hotel on our last day. Hopefully it reopens soon. We will be back.
Marriott never contacted me about the hotel closing. I contacted customer service FOUR times (waiting on hold for 30 min plus each time) to finally be told to reach out to a different contact that’s handling the relocation . Terrible customer service and I will avoid booking Marriott at all costs moving forward.
The property is incredible, our room was stunningly beautiful, the photographer that did our anniversary photo shoot was amazing, the food was perfect and the pool setting created the perfect mood altering peace we all look for in a high end resort! We will be back!
I found out that the Solaz is closed until June 2022 and we have an upcoming reservation for 9/24-9/26. I contacted Mariott and after waiting for 25 min the first lady I got said I'd have to contact the front desk about rebooking. She then said she was going to check something and put me on hold but instead just put me back into the queue to wait on hold again for another 30 min. I finally got a rep who indicated that I had to email email@example.com as they are handling all the rebookings so I wanted to share this info to hopefully save someone else some time.
Yes, we understand that Solaz is temporary closed. However I must say I am thankful for their genuine concern about our safety. The staff that make Solaz feel like a second home are sure sadden with the closer. However in my opinion Solaz Is worth the wait! Until we can come back and enjoy all the luxury this amazing hotel has to offer!
This review is for the Solaz property and Marriott as a company. Let me start by saying, I am a lifetime platinum member and would hope that earns me some level of customer service. I booked a 5 night stay for me and my wife as a delayed honeymoon. We were excited for a 5 star hotel, transportation , dinners every night on site, massages and excursions. All of these were booked through the hotel. 12 hours before our flight to Mexico, I received an email from the hotel in the middle of the night stating I would no longer be staying at the hotel and would be moved to another property. As we were traveling to another country, panic set in as no one from the hotel would answer the phone or respond to my emails. After multiple hours on hold with Marriott customer service and then reservations (only group that would answer), they had no answers for me or could confirm that I had a reservation at this other hotel. We decided to go ahead and travel and deal with it in person. Thankfully, my transportation was still reserved at the airport which took me to the other hotel (JW Marriott). JW is generally a fine hotel but this is not the vacation we planned for. No one at JW could explain why I was moved. The experience at JW was mediocre at best as they were not staffed for additional guest being moved from Solaz (we were not only ones) due to Solaz closing (I still don’t know why)…. The rooms were rarely cleaned, if I ordered room service the food would sit in room for 8 hours while I was at pool and no one would come get it. The food was subpar as well. The only good thing is I was able to get my points back but no one from Marriott the company really apologized or seemed to care. Going above and beyond for this bad experience should be a minimum. At very least daily resort credit should have been given which it wasn’t. Due to this, I doubt I will use Marriott again when booking a vacation.…