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“worn down hotel with inconsistent service”

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Royal Solaris Cancun
Ranked #36 of 181 Hotels in Cancun
Certificate of Excellence
Houston
Level Contributor
35 reviews
16 hotel reviews
common_n_hotel_reviews_1bd8 33 helpful votes
“worn down hotel with inconsistent service”
Reviewed July 4, 2013

This hotel is definitely worn down and showing its age. Everything from room furniture to the concrete surfaces around the pools and the restaurant furniture and decor are quite old and worn down. There were leak spots and mildew spots in the ceiling of the 8th floor room. There is a strong smell of mildew mixed with the smell of the bleach cleaning product they use to clean the tile floors all over the hotel including the rooms. The food is so so and inconsistent. Drinks literally have only a trace of alcohol in them. Even the bartenders laugh about that and admit it. The serving staff including the waiters and waitresses are very friendly. However, the front desk staff are amazingly rude and unhelpful. They either ignore you, try to scam you into charges for unnecessary upgrades and extras or flat out lie to you or give you the wrong information. They don't give you any information about hotel services or lay out when you check in and when you ask about that later, they pass you off to their time share sharks who will then hound you until you literally run away from them. It almost seems, as strange as it sounds, the front desk staff is trained to make sure that guests never return to this hotel. My wife was speculating that the reason for that might be that most of the packages are prepaid and they don't refund anything if you check out early in frustration and go to another hotel. This way they will sell the same room night again to other unsuspecting travelers.

  • Stayed June 2013, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
3 Thank Fred1997
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Solaris H, Social Media Manager at Royal Solaris Cancun, responded to this review, July 9, 2013
Your opinion is very important to us. Thank you for pointing out how great our staff is. We are sorry about any inconvenience encountered during your stay with us. We are working in the quality and variety of our menus. We will inform our General Manager about your suggestions so we can take action about them.

Sincerely,
Hoteles Solaris de México
^T
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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New Hyde Park, New York
Level Contributor
19 reviews
15 hotel reviews
common_n_hotel_reviews_1bd8 17 helpful votes
Reviewed June 30, 2013

I traveled to Royal Solaris the third week in June 2013. Weather was perfect, no rain the entire time (was there for 5 nights/6 days). We arrived early (around 11am) the first day and we were not able to check in until 3pm. We left our luggage with the bell man and got keys for the pool locker room for valuables and spent time at the pool till we could check in. I had requested a room with 2 beds but the room had only one king (it was OK since i was traveling with a girlfriend, but not what I requested). However, the room was very nice.. had a fridge, sink and kitchen equipment. It was on the first floor with a balcony and lagoon view. Everything was very clean. The pool was alot of fun.. music playing all day...a lot of little kids though regardless of the fact that there is a separete "mini club" pool for kids. No problems reserving lounge chairs. The food was pretty good. The pizza at the pool was a favorite as well as the Marco Polo restaurant. The buffet was alright .. but had the SAME thing every day for breakfast. Drinks are definetly watered down so I was asking for extra shots and mixing them myself. Staff was very, very nice and helpful. Julio at the front desk even drew us a map when we asked where to go for shopping. If you are young, you definetly have to leave the resort for night life because there is no discoteca or anything-but the hotel has trips every night to different clubs and bars so that was nice. Also I see people on here have said you cant use US dollars in the shops.. you can I dont know where they got that from.

There were a few negatives. One thing I would do differently is the WiFi. I asked about it and was told I had to pay 15$ a day for it-so I did, AND THEN tried to connect with my phone and was never asked for a password. So, I tried to do the right thing by asking but ending up paying fifty dollars for something thats free and was pretty angry and they refused to refund me the money. As I said the buffet was kind of underwelming and the restaurant outside wasnt good at all-but overall not THAT bad b/c Marco Polo was great.

Id definetly go back again, no big complaints-had a great time!

  • Stayed June 2013, traveled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Melissa B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Solaris H, Social Media Manager at Royal Solaris Cancun, responded to this review, July 9, 2013
Thank you for your comments. We are glad to know you had a pleasant stay with us. Thank you for pointing out our staff specially Julio. We invite you to participate in our Facebook day every wednesday when we provide free wifi to our guests from 11 am to 2 pm. We are currently working in the quality and variety of our menus. We hope to see you back so you can experience our improvements.

Warm Regards,
Hoteles Solaris de México
^T
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
1 review
common_n_hotel_reviews_1bd8 2 helpful votes
Reviewed June 29, 2013

The place is a great place to stay we stayed there seven nights and never complained once. The lobby bar was great Daniella, Alex, Gabriela and clarrisa were awesome and very friendly they never let are glass go empty. Also
margarita from the housekeeping staff always had are room nice and clean. Would definitely stay there again thanks for a great time Royal Solaris!!!!!

  • Stayed June 2013
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank Aaraiza
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Solaris H, Social Media Manager at Royal Solaris Cancun, responded to this review, July 8, 2013
Thank you for your comments. We are happy to know you had a great stay with us. Thank you for pointing out how great our staff is specially Daniela, Alex, Gabriela, Margarita and Clarissa.
We hope to see you back in a near future !

Warm Regards,
Hoteles Solaris de México
^T
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Edina, Minnesota
Level Contributor
19 reviews
9 hotel reviews
common_n_hotel_reviews_1bd8 17 helpful votes
Reviewed June 28, 2013

This is one the first few hotels/resorts on the long strech of resorts in Cancun. The folks here were wonderful and did their best to make our stay a pleasant one. For the price we paid I felt that the property should have been a little more updated. The food was nice but not great. More focus should be paid towards quality over quantity. You could easily get a cheap local bus, that runs 24hrs, from right outside the hotel to wherever you wanted to go. Most of our excursions were booked through Cancuntours and they picked us up right from the hotel lobby. Overall it was a nice time while there and would consider this property my next time in Cancun.

Room Tip: Request an ocean facing room on the top floor. Will get you great morning and evening shots of the h...
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  • Stayed February 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Namaste-Duniya
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Solaris H, Social Media Manager at Royal Solaris Cancun, responded to this review, July 8, 2013
Thank you for your comments. We are happy to know you had a pleasant stay with us. Thank you for pointing out our staff. We are working on the quality and variety of our menus. Thank you for your suggestions, we will inform our General Manager about them. We hope to see you back again so you can experience our improvements.

Sincerely,
Hoteles Solaris de México
^T
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
1 review
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed June 28, 2013

Hotel room and negatives
When we checked in we asked for an upgrade we did the "$20 trick" which is basically offering the person who is checking you in some money to upgrade the room. We offered between $20-40 a once off "fee" for our total stay which was 7days. The staff member declined however he accidental sent us to a room where someone had recently checked we went back down to the desk and they upgraded us to a ocean view room with a king size bed which was lovely.
The room was clean, an amazing few, clean bathroom with good light, a good tv with a wide range of channels. We can tell if the staff member actually sent us to the wrong room in purpose or if it was a way to do the upgrade without being caught, that question will have to go unanswered.

The one negative to this hotel is that they sell times shares, this means they ask for 90 minutes of your time at some point throughout the stay. They are very forceful in trying to get you to sign up and will show their disappointment very obviously when you choose not to but their product. In my opinion a time share is a dying product with very lax contracts that usually do not meet what the buyer originally intended, please do your own research and form your own opinion regarding the time shares and if it is something for you.


Facilities pool and entertainment
The facilities in the hotel are good, each night they put on a show in the theatre which are entertaining. There are three restaurants ill get to those later.
The pool is very big with a swim up bar where they offer heaps of shots beers and different cocktails, there is a separate section of young kids with extra supervision and there is a small place where it's adults only. They have a snack bar by the pool that serves hot dogs hamburgers chicken wings and nachos all day long which is great. The hotel is perfectly on the beach and has seats cabanas and covered areas.

Restaurants and food
There are three restaurants on the property, one the most popular is inside the main building on the lobby level, breakfast they serve all cereal, toast, made to order omelettes pancakes and waffles. All juice tea and coffee etc along pastries. Lunch they usually serve in the outside restaurant which is very close to the pool and right on the beach so it's a beautiful view they outside restaurant only serves Mexican food, mostly fajitas made from pork chicken or beef which are usually made fresh. They always have soups and salads as well as a random selection of stews curries and pastas served in a buffet style
The third restaurant requires a smart dress code and offers a French style of cuisine usually offering seafood either clams shrimp or fresh fish and almost always offers a 4-5 course dinner including desert. A lot of resorts offer room service and have small bars in your hotel room unfortunately this one did not, my partner and I were at the hotel for 8 nights and we found that towards the end of the trip we were getting a little sick of the food as there wasn't a huge variety and neither of us eat seafood so again that limited our choices but we honestly did eat every meal in the hotel without complaint, I think the difference between hotels like this one and those that are $500-700 more expensive for a 7 day stay is the quality of the food. My partner has stayed in another all inclusive which was about 30% more expensive than the Solaris and he specifically noticed that the food was the major difference. For the 8 nights we paid $1170 Australian dollars for the two of us.

Bars and drinking
The swim up bar is great and is always covered in shade and has little seats built into the pool so you can relax there all day and not get dehydrated from the heat and sun, the bar tenders are always friendly and more than willing to make you any drink you like. The lobby bar is the other place to drink, it seems like an odd spot to drink until you're there between 8-11pm and you see the place come to life, there is normally a sport game played o the main screen, we watched the NBA finals and the hockey finals there, there was so many people that there was no seating so we hung around the bar which was a great decision the bartender kept making us these amazing drinks and shots without us even asking, and they were very good and knowing what kind of alcohol to serve to you we had a great time there and we found ourselves chatting to all the other guests so its a great spot to relax at night.

Location
Cancun is one long stretch of beach which is about 14 kilometres long. The Solaris hotel is at the very bottom of this 14k stretch, this is a negative in my opinion, the reason for this is all the shopping centres and further up the stretch as well as the public beaches, I liked the beach at our hotel but the water is very rough and it's very hard to swim in, further towards the top of the 14k stretch are hotels that are built around small inlets where there is little no waves making it much easier to swim. I am a very strong swimmer and the water easy enough to swim in but, it was still rough and it was not very relaxing as I needed to keep up with tide and rip conditions etc..

Overall the time spent at the hotel was great and relaxing but I would not stay here again, it was my first time in cancun and I feel that this trip was a learning lesson, I would pay a few more hundred dollars just for that little bit of extra quality in food and no time shares being pushed on us.

Stayed June 2013, traveled as a couple
Helpful?
1 Thank Lilli M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Winchester, United Kingdom
Level Contributor
5 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 18 helpful votes
Reviewed June 27, 2013

Sadly I have to recognize that the hotel has gone to less, it looks deteriorated compared with the last time I visited it 4 years ago, I saw that the personnel did their best and I had no complaints with the service but it seems that the hotel is running at half of speed, the food was really mediocre and only the Marco Polo somehow saved our stay, I missed what I got at Royal Solaris Los Cabos 2 years ago.

  • Stayed June 2013, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Farbeyond
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Solaris H, Social Media Manager at Royal Solaris Cancun, responded to this review, July 8, 2013
We are sorry that we could not fulfill your expectations this time.We are working in the quality and variety of our menus. We are going to inform our General Manager about it. We hope to see you back in a near future so you can experience our improvements.

Best Regards,
Hoteles Solaris de México
^T
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Pittsburgh, Pennsylvania
Level Contributor
4 reviews
common_n_hotel_reviews_1bd8 4 helpful votes
Reviewed June 25, 2013

Just returned from a great week in Cancun at the Royal Solaris. Great friendly staff! So nice to see them interacting with each other and be so happy. Always had smiles and more than happy to help you with anything! The entire hotel is so very clean! The pool is so beautiful and kept so clean everyday. The entire staff was so friendly and inviting. Have to give a big thanks to Roberto at the pool! Never went without a drink. He was totally awsome! Loved the breakfast buffet and had snack bar at the pool. Great beach. Ocean colors are amazing! Lucky enough to see a sea turtle nest her eggs right in front of the hotel! Can't say enough about our stay at the Royal Solaris. Would go back and stay here in a minute. Great staff and good times had by all!

Room Tip: All rooms have great views. Didn't really see the need to upgrade to a balcony. The oceanview ro...
See more room tips
  • Stayed June 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
4 Thank Kim M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Solaris H, Social Media Manager at Royal Solaris Cancun, responded to this review, July 8, 2013
Thank you for your comments. We are happy to know you had a pleasant stay with us. Thank you for pointing out the friendliness of our staff specially Roberto. We are looking forward to having you back here soon !

Best Regards,
Hoteles Solaris de México
^T
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Royal Solaris Cancun

Property: Royal Solaris Cancun
Address: Boulevard Kukulcan No. 64 Km 19.5 | Zona Hotelera, Cancun 77500, Mexico
Location: Mexico > Yucatan Peninsula > Quintana Roo > Cancun
Amenities:
Bar / Lounge Beach Business Center with Internet Access Fitness Center with Gym / Workout Room Free Parking Children Activities (Kid / Family Friendly) Restaurant Room Service Suites Swimming Pool Wheelchair access
Hotel Style:
#31 Top resorts Hotel in Cancun
#33 On the Beach Hotel in Cancun
#37 Family Hotel in Cancun
Price Range (Based on Average Rates): $$
Hotel Class:3.5 star — Royal Solaris Cancun 3.5*
Number of rooms: 307
Official Description (provided by the hotel):
The hotel's VIKS Club offers a 6,324-square-foot recreation area for children. Supervised activities include video games, arts and crafts, and painting lessons. The mini water park features The Arch, a themed aquatic area with elephants, gorillas, zebras, rhinoceroses, hippopotamuses, giraffes, and a children's pool and three waterslides. The club is open morning until early evening in the winter, and morning until evening in the summer.Daily adult activities include pool aerobics, bingo, contests, fashion shows, cooking lessons, and athletic competitions. Nightly entertainment shows such as Mexican night and Latino night are produced by the resort's activities/entertainment staff in an air-conditioned theater. After-dark activities also include complimentary one-way transportation to the nightlife area of Cancún.A 300-square-meter health-and-beauty spa features separate steam rooms for men and women. Spa services include massage, body wraps and scrubs, hydrotherapy, and facials. Waxing and hair/nail care are provided by the beauty salon. Open-air massage and hair braiding are offered as well. (Surcharge for all spa treatments, beauty services, and hair braiding.)An air-conditioned, fitness center with mirrored walls contains cardio and weight machines as well as free weights. Within the resort are jewelry, clothing and gift/sundries shops. The resort purifies its water. ... more   less 
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Also Known As:
Royal Solaris Cancun Hotel Cancun
Royal Solaris Caribe
Solaris Resort Cancun
Royal Solaris Cancun Mexico

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