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Reviews of Royal Solaris Cancun - All Inclusive

4 out of 5
Royal Solaris Cancun - All Inclusive
Boulevard Kukulcan Km 20.5, Lote 64, 2a etapa, Seccion A, Zona Hotelera, Cancun, QROO

Reviews

8.0

Very good

Rating 10 - Excellent. 806 out of 1842 reviews" "
Rating 8 - Good. 475 out of 1842 reviews" "
Rating 6 - Okay. 281 out of 1842 reviews" "
Rating 4 - Poor. 137 out of 1842 reviews" "
Rating 2 - Terrible. 143 out of 1842 reviews" "

8.8/10

Cleanliness

8.4/10

Staff & service

8.0/10

Amenities

8.2/10

Property conditions & facilities

8.4/10

Eco-friendliness

Reviews

6/10 Okay

Bijeeta BhiochhiBhoya

Stayed 4 nights in Apr 2024

10/10 Excellent

Marites

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 6 nights in Mar 2024

10/10 Excellent

Sara

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The staff are really friendly and helpful. The hotel is great and clean. A lot of variety of food and drink. Overall really good experience.
Stayed 7 nights in Apr 2024

8/10 Good

julissa

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 3 nights in Mar 2024

10/10 Excellent

Catherine

Liked: Cleanliness, staff & service, property conditions & facilities
Les repas sont vraiment bons grâce à des stands qui réalisent les plats à la demande. Chambres très bien insonorisés Équipements enfants parfaits Par contre musique très forte autour de la piscine, heureusement c’est tranquille sur la plage. Pas de souci pour avoir un transat, mais ils sont collés les uns aux autres sans aucun espace Nous avons passé un excellent séjour en famille. Prix élevé pour une personne nous ayant rejoint en cours de séjour et partageant une de nos chambres, presque aussi cher que notre séjour comprenant le billet d’avion de France.
Stayed 7 nights in Apr 2024

6/10 Okay

David R, Hebron

Travelled with family
Liked: Cleanliness, staff & service
First, the not so great. Food was very subpar. Buffet was small with limited options along with a menu that seemed to repeat continuously. This was true for all dining times. Also, it was very difficult to make reservations for the reservations only restaurants using the app as dates and times were always full. This was true even when viewing 2-3 days out. Food was average at best at these venues. Room service was prompt but again food quality and selection were just bad. On the bright side, service at the Pool Bar and the Lobby Bar was really good. Friendly and fast with ice cold beer on tap. Every employee we met was extremely friendly and made us feel welcome. Our housekeeper, servers, and bartenders were really on it. Never struggled to find chairs at the pool or beach and we had lots of fun in the sun. Our kids (11 year old twins) made friends with others and enjoyed their time playing in the pool. Nightly entertainment was really good and made better with drinks from the Lobby Bar. Made it to Isla Mujeres again which did not disappoint. Playa Norte was beautiful as always. When we ventured off property, we traveled using Uber. Fastest pick up service of anywhere I’ve ever visited along with the most affordable fares. Highly recommended. Traveler tip: watch your bill/receipts for every purchase. We had had a cashier at Oxxo (near hotel), a salesman for Ultramar ferry tickets (on-site), and a server at Wolfgang Puck’s (airport) try to overcharge us.
Stayed 7 nights in Apr 2024
Response from Customer Service. on 14 Apr 2024
Dear David RWe appreciate your comments about your recent stay at our property.We regret not having met your expectations with our services, we appreciate your comments and immediate corrective measures were taken where necessary, we have shared your comments with the different areas to continue working on improving our services.Cordially.

10/10 Excellent

Saruul

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 3 nights in Apr 2024
Response from Customer Service. on 14 Apr 2024
Dear SaruulThank you for your kind rating of your stay with us at Royal Solaris Cancún.We are happy to know that his experience was extremely pleasant and that the service he experienced was to his complete satisfaction.We greatly appreciate your trust and we also hope to have the opportunity to welcome you again.Best Regards.

8/10 Good

Nazanin, Ottawa

Liked: Staff & service
Stayed 7 nights in Apr 2024
Response from Customer Service. on 14 Apr 2024
Dear NazaninThank you for your kind rating of your stay with us at Royal Solaris Cancún.We are happy to know that his experience was extremely pleasant and that the service he experienced was to his complete satisfaction.We greatly appreciate your trust and we also hope to have the opportunity to welcome you again.Best Regards.

6/10 Okay

Hillary

Travelled with family
Liked: Cleanliness, amenities
I can honestly say i had my hopes a little too high with the place. The food was very low in quality i almost felt like a dog :( i didnt eat much during my stay here because almost everything had little no flavor or just didnt look appetizing. I ate fruit when it looked clean. Everything tasted like the air (if you stayed here you know what i mean) its like we were eating week old food. The staff was lovely but some of them were treating customers who were not hispanic poorly compared to the Spanish speaking ones
Stayed 3 nights in Apr 2024
Response from Customer Service. on 14 Apr 2024
Dear HillaryWe are very sorry to hear about all the disappointments you had during your stay. On behalf of all the staff I wish to offer you a sincere apology for the failure in our service.Make sure that we use all the comments we receive from our guests as a guide to improve our services in the areas where we need more work, we will reinforce these issues with the areas involved.Sincerely.

6/10 Okay

Julio

Disliked: Staff & service
The property is nice the rooms are clean but the food does not have a great variety for my opinion and make sure you make dinner reservations ahead of time. You can only make one dinner reservation at a time but if don’t do this you will not be able to eat a the nicer restaurants.
Stayed 3 nights in Jan 2024
Response from Customer Service. on 14 Apr 2024
Dear JulioYour feedback is of great importance to us, as it helps us create strategies that will help us improve each and every day the service we offer our guests. Coming soos we have big renovation plans for our rooms. We agree that there is always room for improvement and your suggestions are very much appreciated. We hope to see you again to improve your perception.Best Regards.

8/10 Good

Jitenbhai

Travelled with family, Travelled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Good resort to stay with kids. Great pool activities throughout the day. Food is also good and have different menu items In buffet. Over all really good. Pool side Pizza was the best for us.
Stayed 7 nights in Mar 2024
Response from Customer Service. on 5 Apr 2024
Dear JitenbhaiThank you for your kind rating of your stay with us.We are happy to know that his experience was extremely pleasant and that the service he experienced was to his complete satisfaction.We greatly appreciate your trust and we also hope to have the opportunity to welcome you again.Best Regards.

6/10 Okay

Amarelys J

Travelled with family
Liked: Cleanliness
I liked the location near the airport but I did not like the food at the buffet, very poor quality, and the restaurant’s options very limited. They only allowed 1 reservation at the time, sometimes they had no availability.
Stayed 4 nights in Mar 2024
Response from Customer Service. on 5 Apr 2024
Dear Amarelys JThank you for sharing with us your experience about your recent stay.Your opinion is of great importance to us, as it helps us create strategies for continuous improvement every day in the service we offer to our guests. We appreciate your observations. We will work to improve these services. We apologize for this situation.We hope to welcome you again soon!Best Regards.

10/10 Excellent

Brian Hans

Liked: Staff & service
Stayed 3 nights in Mar 2024
Response from Customer Service. on 14 Apr 2024
Dear Brian HansThank you for your kind rating of your stay with us at Royal Solaris Cancún.We are happy to know that his experience was extremely pleasant and that the service he experienced was to his complete satisfaction.We greatly appreciate your trust and we also hope to have the opportunity to welcome you again.Best Regards.

8/10 Good

Tanya

Travelled with family
Liked: Amenities, property conditions & facilities
The staff was friendly and environment was enjoyable. The food and drinks were great. I would stay at the hotel again. Explain more about the different amenities offered.
Stayed 3 nights in Mar 2024
Response from Customer Service. on 5 Apr 2024
Dear TanyaThank you for your kind rating of your stay with us.We are happy to know that his experience was extremely pleasant and that the service he experienced was to his complete satisfaction.We greatly appreciate your trust and we also hope to have the opportunity to welcome you again.Best Regards.

4/10 Poor

Sarah

Travelled with family
Disliked: Cleanliness, amenities, property conditions & facilities
Reservations for dinner were extremely challenging to get. We were told to wake up at midnight each night to book something for the next night. You could hear everyone in the halls and in rooms on each side of you through the walls and doors. There was no balcony to outside. The entertainment was at an indoor theater that lacked ambiance and had limited seating. Finding seats around the pool was challenging unless you got up at 6-7am to set towels out. Meals were not impressive at the buffet.. it was challenging to even be served a coffee in the morning. On the upsides, the views of the ocean were pretty. Bogavante was a nice beach side restaurant that served good food (we were only able to eat dinner there once), and Nancy who waited drinks by the pool area was a gem and a joy to see each day.
Stayed 7 nights in Mar 2024
Response from Customer Service. on 5 Apr 2024
Dear Sarah Thank you for taking the time to share your comments regarding your recent stay.We are deeply sorry to hear of the inconvenience you experienced during your stay with us, please accept our apologies as this is not the service we strive to provide. Thank you very much for bringing these issues to our attention. We have made a detailed report of your comments and sent them to the appropriate areas to improve the aspects you mentioned and ensure that these situations do not occur again in the future. We will continue to work to improve in all areas and we really appreciate your feedback.Cordially.

10/10 Excellent

Marnie

Travelled with family
Liked: Staff & service, amenities, property conditions & facilities
Best place for families and food lovers
Stayed 7 nights in Mar 2024
Response from Customer Service. on 5 Apr 2024
Dear MarnieThank you for your kind rating of your stay with us at GR Caribe By Solaris.We are happy to know that his experience was extremely pleasant and that the service he experienced was to his complete satisfaction.We greatly appreciate your trust and we also hope to have the opportunity to welcome you again.Best Regards.

10/10 Excellent

Bridget

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 4 nights in Mar 2024
Response from Customer Service. on 5 Apr 2024
Dear BridgetThank you for your kind rating of your stay with us at GR Caribe By Solaris.We are happy to know that his experience was extremely pleasant and that the service he experienced was to his complete satisfaction.We greatly appreciate your trust and we also hope to have the opportunity to welcome you again.Best Regards.

10/10 Excellent

Sagrario

Travelled with family
Very friendly staff. Rooms were clean food was good and servers are very friendly
Stayed 5 nights in Mar 2024
Response from Customer Service. on 5 Apr 2024
Dear SagrarioThank you for your kind rating of your stay with us at GR Caribe By Solaris.We are happy to know that his experience was extremely pleasant and that the service he experienced was to his complete satisfaction.We greatly appreciate your trust and we also hope to have the opportunity to welcome you again.Best Regards.

6/10 Okay

MARK PHILLIP

Travelled with partner
Disliked: Property conditions & facilities
On the positive side beautiful location. Had wonderful service at the restaurants on the property, especially Niko @ Bogavantes🤩 He is an all star employee who made our last dinner here very special. Also great food at Bogovantes! 5 Stars ⭐️ ⭐️ ⭐️ ⭐️ ⭐️ Javier at Las Fuentes Teresa is awesome! Negatives… asked for change multiple times at the front desk and they wouldn’t give me change from bigger pesos into smaller bills. Beware that not everything is included when you come. The room was not clean up to our standards. Vents and hot tub were not very clean. Shower leaked at the bottom. Took four trips to the front desk before we finally were able to get someone to fix the hot tub and get hot water. Lots of kids here too. If you are looking for a quieter resort without many kids this one is probably not for you. Everyone here is looking for tips for their services too. Bring $1’s and $5’s for tips. They like USA money over pesos. There is FREE kayaking and water sports for only 30 minutes. After that, they charge so not everything is included. Club Solaris is not worth doing. Sat thru a 90 minute sales presentation where the price of it changed with 3 different employees! Went from $13,300 to $7600 to $3300 at the final offer.
Stayed 4 nights in Mar 2024
Response from Customer Service. on 5 Apr 2024
Dear Mark PhillipThank you for taking the time to share your comments regarding your recent stay.We are deeply sorry to hear of the inconvenience you experienced during your stay with us, please accept our apologies as this is not the service we strive to provide. Thank you very much for bringing these issues to our attention. We have made a detailed report of your comments and sent them to the appropriate areas to improve the aspects you mentioned and ensure that these situations do not occur again in the future. We will continue to work to improve in all areas and we really appreciate your feedback.Cordially.

10/10 Excellent

Sanjamdeep kaur

Liked: Cleanliness, staff & service, property conditions & facilities
Amazing all over!
Stayed 3 nights in Mar 2024
Response from Customer Service. on 5 Apr 2024
Dear Sanjamdeep kaurThank you for your kind rating of your stay with us at GR Caribe By Solaris.We are happy to know that his experience was extremely pleasant and that the service he experienced was to his complete satisfaction.We greatly appreciate your trust and we also hope to have the opportunity to welcome you again.Best Regards.

6/10 Okay

LeTasha C.

Liked: Cleanliness, staff & service
Stayed 4 nights in Mar 2024
Response from Customer Service. on 5 Apr 2024
Dear LeTasha C.Thank you for sharing with us your experience about your recent stay.Your opinion is of great importance to us, as it helps us create strategies for continuous improvement every day in the service we offer to our guests. We appreciate your observations. We will work to improve these services. We apologize for this situation.We hope to welcome you again soon!Best Regards.

10/10 Excellent

Catherine

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
We were looking for a kid friendly resort and the Royal Solaris was perfect! There were so many kids and families it was great! Booking through Expedia also gave us access to all of their resorts (not every place you book through does this) which was nice.
Stayed 5 nights in Mar 2024
Response from Customer Service. on 5 Apr 2024
Dear CatherineThank you for your kind rating of your stay with us at GR Caribe By Solaris.We are happy to know that his experience was extremely pleasant and that the service he experienced was to his complete satisfaction.We greatly appreciate your trust and we also hope to have the opportunity to welcome you again.Best Regards.

2/10 Terrible

VINOD

Travelled with family
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
Food was not good. Not any extra activities. Quality of music and quality of non veg food was very poor.
Stayed 5 nights in Mar 2024
Response from Customer Service. on 5 Apr 2024
Dear VINODThank you for taking the time to share your comments regarding your recent stay.We are deeply sorry to hear of the inconvenience you experienced during your stay with us, please accept our apologies as this is not the service we strive to provide. Thank you very much for bringing these issues to our attention. We have made a detailed report of your comments and sent them to the appropriate areas to improve the aspects you mentioned and ensure that these situations do not occur again in the future. We will continue to work to improve in all areas and we really appreciate your feedback.Cordially.

10/10 Excellent

HECTOR RODRIGUEZ, MODESTO

Stayed 9 nights in Dec 2023

8/10 Good

Bobbie

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Timeshare people always ask you to do a presentation in the lobby it’s kind of annoying
Stayed 4 nights in Mar 2024
Response from Customer Service. on 30 Mar 2024
Dear BobbieThank you for sharing with us your experience about your recent stay.Your opinion is of great importance to us, as it helps us create strategies for continuous improvement every day in the service we offer to our guests. We appreciate your observations. We will work to improve these services. We apologize for the inconveniences that have occurred. could have been generated by this situation.We hope to welcome you again soon!Kind regards.

8/10 Good

Joseph

Travelled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
I liked the overall appearance of the resort inside and out. We were surprised that we couldn't get good Mexican food in Mexico. We didn't se tacos or tamales or a myriad of other Mexican cuisine possibilities.
Stayed 5 nights in Mar 2024
Response from Customer Service. on 30 Mar 2024
Dear JosephYour opinion is of great importance to us, as it helps us create strategies that will help us improve the service we offer to our guests every day. Thank you very much for bringing these issues to our attention, we have made a detailed report of your comments and have sent them to the kitchen area to improve the aspects you have mentioned and ensure that these situations do not occur again in the future.We hope to see you again to improve your perception.Sincerely.

10/10 Excellent

Kimberly

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Cleanest resort with the most friendliest, accommodating staff!! Can’t wait to come back!
Stayed 5 nights in Mar 2024
Response from Customer Service. on 29 Mar 2024
Dear KimberlyThank you for your kind rating of your stay with us at Royal Solaris Cancún.We are happy to know that his experience was extremely pleasant and that the service he experienced was to his complete satisfaction.We greatly appreciate your trust and we also hope to have the opportunity to welcome you again.Best Regards.

10/10 Excellent

Emilie

Travelled with family, Travelled with family and small children
Liked: Cleanliness, staff & service, amenities
I’ve stayed to Royal Solaris Los Cabos a few times and this time in family at the Cancun location. It’s always fun and nice. Kids had a blast!
Stayed 4 nights in Mar 2024
Response from Customer Service. on 29 Mar 2024
Dear EmilieThank you for your kind rating of your stay with us at Royal Solaris Cancún.We are happy to know that his experience was extremely pleasant and that the service he experienced was to his complete satisfaction.Thank you for highlighting the quality of our facilities and the warmth of our mini club colleagues who are happy to serve the little ones.We greatly appreciate your trust and we also hope to have the opportunity to welcome you again.Best Regards.

8/10 Good

Aviad

Travelled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The staff was amazing nicely You can hear everything between the rooms Overall nice experience Again the stuff of hotel resolve any problems
Stayed 5 nights in Mar 2024
Response from Customer Service. on 28 Mar 2024
Dear AviadThank you for your kind rating of your stay with us at Royal Solaris Cancún.We are happy to know that his experience was extremely pleasant and that the service he experienced was to his complete satisfaction.We greatly appreciate your trust and we also hope to have the opportunity to welcome you again.Best Regards.

10/10 Excellent

EUN MI

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Everything is good
Stayed 4 nights in Mar 2024
Response from Customer Service. on 26 Mar 2024
Dear EUN MIThank you for your kind rating of your stay with us at Royal Solaris Cancún.We are happy to know that his experience was extremely pleasant and that the service he experienced was to his complete satisfaction.We greatly appreciate your trust and we also hope to have the opportunity to welcome you again.Best Regards.

10/10 Excellent

Jennifer

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The staff were very nice and helpful and the property was very clean.
Stayed 2 nights in Mar 2024
Response from Customer Service. on 26 Mar 2024
Dear JenniferThank you for your kind rating of your stay with us at Royal Solaris Cancún.We are happy to know that his experience was extremely pleasant and that the service he experienced was to his complete satisfaction.We greatly appreciate your trust and we also hope to have the opportunity to welcome you again.Best Regards.

8/10 Good

DAN

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 5 nights in Mar 2024
Response from Customer Service. on 26 Mar 2024
Dear DANThank you for your kind rating of your stay with us at Royal Solaris Cancún.We are happy to know that his experience was extremely pleasant and that the service he experienced was to his complete satisfaction.We greatly appreciate your trust and we also hope to have the opportunity to welcome you again.Best Regards.

10/10 Excellent

Rodolfo, DeForest

Liked: Cleanliness, staff & service, property conditions & facilities
Great staff
Stayed 7 nights in Mar 2024
Response from Customer Service. on 24 Mar 2024
Dear RodolfoThank you for your kind rating of your stay with us.We are happy to know that his experience was extremely pleasant and that the service he experienced was to his complete satisfaction.We greatly appreciate your trust and we also hope to have the opportunity to welcome you again.Best Regards.

10/10 Excellent

Mark

Travelled with family, Travelled with family and small children, Travelled with group
Liked: Amenities
No complaints on anything. An awesome resort for the price
Stayed 5 nights in Mar 2024
Response from Customer Service. on 24 Mar 2024
Dear MarkThank you for your kind rating of your stay with us.We are happy to know that his experience was extremely pleasant and that the service he experienced was to his complete satisfaction.We greatly appreciate your trust and we also hope to have the opportunity to welcome you again.Best Regards.

6/10 Okay

Steven, Beaumont

Travelled with family
Liked: Staff & service
Disliked: Property conditions & facilities
Hotel is getting old and tired Food was very good Service was great
Stayed 10 nights in Mar 2024
Response from Customer Service. on 24 Mar 2024
Dear StevenThank you for sharing with us your experience about your recent stay.Your opinion is of great importance to us, as it helps us create strategies for continuous improvement every day in the service we offer to our guests. We appreciate your observations. We will work to improve these services. We hope to welcome you again soon!Best Regards.

8/10 Good

Roxann, Brooklyn

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities
The overall stay was a positive experience.
Stayed 4 nights in Mar 2024
Response from Customer Service. on 24 Mar 2024
Dear RoxannThank you for your kind rating of your stay with us.We are happy to know that his experience was extremely pleasant and that the service he experienced was to his complete satisfaction.We greatly appreciate your trust and we also hope to have the opportunity to welcome you again.Best Regards.

6/10 Okay

Kristine

Liked: Staff & service
Disliked: Property conditions & facilities
Stayed 3 nights in Mar 2024
Response from Customer Service. on 24 Mar 2024
Dear KristineThank you for sharing with us your experience about your recent stay.Your opinion is of great importance to us, as it helps us create strategies for continuous improvement every day in the service we offer to our guests. We appreciate your observations. We will work to improve these services. We hope to welcome you again soon!Best Regards.

10/10 Excellent

Carolina Lisette paredes

Travelled with family and small children
Liked: Cleanliness, staff & service, property conditions & facilities
It was amazing experience, thank you to all the staff to make our trip so fun. This is a great family hotel we found activities for everyone. The food was amazing and the pool and social areas very good
Stayed 5 nights in Mar 2024
Response from Customer Service. on 18 Mar 2024
Dear Carolina LisetteThank you for your kind rating of your stay with us at Royal Solaris Cancún.We are happy to know that his experience was extremely pleasant and that the service he experienced was to his complete satisfaction.Thank you for highlighting the warmth of our collaborators, for us all our guests are special and important and knowing that they made them feel comfortable during their stay fills us with great satisfaction.We greatly appreciate your trust and we also hope to have the opportunity to welcome you again.Best Regards.

10/10 Excellent

Courtney

Stayed 5 nights in Mar 2024
Response from Customer Service. on 14 Apr 2024
Dear CourtneyThank you for your kind rating of your stay with us at Royal Solaris Cancún.We are happy to know that his experience was extremely pleasant and that the service he experienced was to his complete satisfaction.We greatly appreciate your trust and we also hope to have the opportunity to welcome you again.Best Regards.

10/10 Excellent

Joseph Danny

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The staff were all very nice. Drinks and food were excellent. Room was great. Restaurants right on the beach. Entertainment staff were excellent, nightly shows and very clean.
Stayed 6 nights in Mar 2024
Response from Customer Service. on 17 Mar 2024
Dear Mr. Joseph DannyThank you for your kind rating of your stay with us at Royal Solaris Cancún.We are happy to know that his experience was extremely pleasant and that the service he experienced was to his complete satisfaction.We greatly appreciate your trust and we also hope to have the opportunity to welcome you again.Best Regards.

10/10 Excellent

Emma Victoria, Buford

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
We absolutely loved our stay! The rooms were extremely nice and we had the ocean view which was gorgeous. The staff were extremely nice and friendly even though some of them definitely got upset when we requested tequila shots. I will say that the bathroom flooded whenever we would shower but other than that our stay was absolutely wonderful.
Stayed 5 nights in Mar 2024
Response from Customer Service. on 16 Mar 2024
Dear Ms. Emma VictoriaThank you for your kind rating of your stay with us at Royal Solaris Cancún.We are happy to know that his experience was extremely pleasant and that the service he experienced was to his complete satisfaction.We greatly appreciate your trust and we also hope to have the opportunity to welcome you again.Kind regards

8/10 Good

olmar

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The buffet ran out of choices too quickly.
Stayed 4 nights in Mar 2024
Response from Customer Service. on 16 Mar 2024
Dear OlmarThank you for sharing with us your experience about your recent stay.Your opinion is of great importance to us, as it helps us create strategies that will help us improve the service we offer to our guests every day.We hope to welcome you again soon!Kind regards.

2/10 Terrible

Orlando

Disliked: Staff & service, property conditions & facilities
No good
Stayed 7 nights in Mar 2024
Response from Customer Service. on 16 Mar 2024
Der Mr. OrlandoThank you for sharing with us your experience about your recent stay.Your opinion is of great importance to us, as it helps us create strategies that will help us improve the service we offer to our guests every day.We hope to welcome you again soon!Kind regards.

10/10 Excellent

Elena

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Everything was great. One thing I was missing is a coffee shop.
Stayed 7 nights in Mar 2024
Response from Customer Service. on 16 Mar 2024
Dear ElenaThank you for your kind rating of your stay with us at Royal Solaris Cancún.We are happy to know that his experience was extremely pleasant and that the service he experienced was to his complete satisfaction.Your opinion is of great importance to us, as it helps us create strategies that will help us improve the service we offer to our guests every day.We greatly appreciate your trust and we also hope to have the opportunity to welcome you again.Kind regards

4/10 Poor

James, Bedford

Business traveller, Travelled with partner
Disliked: Property conditions & facilities
Upon arrival, we were greeted by staff that immediately wanted to sell us something. I paid to stay at your hotel, not to be upsold into a fractional ownership, timeshare or whatever else you are choosing to call it these days. The only way to stop them from attempting to upsell us was having me becoming rude with one of the staff members. Arrived on Saturday - Hot tub on the patio was broken. Fixed on Sunday. Mon-Wed: We had workers on our patio during the entire day making the room, patio, and hot tub completely unusable. The hotel DID NOT communicate this issue with us at check-in. The first we knew about work being done on our patio was when we returned from breakfast and a walk on Monday morning. We felt uncomfortable changing in the room, even with the shades closed, as we could clearly hear the workers. Forget about attempting to take a nap as the workers were replacing the outside wall. I was also unable to figure out how to lock the slider to the patio which made us even more concerned about our privacy. No communication was provided by the hotel that we would have workers on the patio each day. When we complained, no partial refund was initially offered. After putting our issues in writing, the hotel provided a partial refund which worked out to one night of our four night stay. We were offered a different room for the final night of our stay which we did not accept as we were leaving in the morning anyway. Not impressed...
Stayed 4 nights in Mar 2024
Response from Customer Service. on 16 Mar 2024
We have addressed every point that you kindly provided to each department to ensure that these situations do not happen again in the future, our front office team has informed us that they were able to chat with you and came to an agreement that a refund would be issued for the drawbacks.We are very sad to see you go, but we understand that we failed in our service; However, we will continue to work to improve in all areas and we really appreciate your feedback.Sincerely.General Management.

8/10 Good

Mervin

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Very clean , well kept facility. Staff very polite and helpful.
Stayed 7 nights in Mar 2024
Response from Customer Service. on 16 Mar 2024
Dear MervinThank you for your kind rating of your stay with us at Royal Solaris Cancún.We are happy to know that his experience was extremely pleasant and that the service he experienced was to his complete satisfaction.We greatly appreciate your trust and we also hope to have the opportunity to welcome you again.Kind Regards.

8/10 Good

Randy

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The property was on a nice section on the beach. I resort provided a nice selection or food and beverages throughout the day and night. The property was kept clean and the staff was friendly. The drawback is we had issues with our room the first day. We paid good money for a jacuzzi room for Monday -Friday. Our jacuzzi didn't work on Monday so we couldn't enjoy it that day/night but still had to pay the jacuzzi room rate. Second, our toilet wouldn't flush properly and made a squeaking noise all day/ night. They fixed both issues the fallowing day, Tuesday.
Stayed 4 nights in Mar 2024
Response from Customer Service. on 16 Mar 2024
Dear RandyThank you for sharing with us your comments about his recent stay at Royal Solaris Cancún.We are happy to know that your experience was extremely pleasant and that the service you experienced was to your complete satisfaction. We would like to apologize for the inconvenience generated during the work on our facades. We are in the process of continuous improvement to continue offering you every day. to our guests quality services and attention.We greatly appreciate your trust and we also hope to have the opportunity to welcome you again.Kind regards.

4/10 Poor

Galina

Travelled with family
Disliked: Amenities, property conditions & facilities
There was little food choices. The animation staff was lazy and sticking with few things. The app that is used to book reservations for restaurants is not user friendly. The drinks were terrible. Overall I will not recommend.
Response from Customer Service. on 16 Mar 2024
Dear GalinaThank you for sharing with us your experience about your recent stay.We appreciate your comments regarding our food and we regret having failed with our service, we apologize for this situation, we have shared your comments with our Food and Beverage Manager to be able to follow up on your comments, your opinion is of great importance to us. we.We hope you can give us the opportunity to receive you in the near future!Best Regards.

8/10 Good

Tiffany

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 6 nights in Mar 2024
Response from Customer Service. on 16 Mar 2024
Dear TiffanyThank you for your kind rating of your stay with us at Royal Solaris Cancún.We are happy to know that his experience was extremely pleasant and that the service he experienced was to his complete satisfaction.We greatly appreciate your trust and we also hope to have the opportunity to welcome you again.Best Regards.

10/10 Excellent

Alfonso

Travelled with family, Travelled with family and small children, Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great place for families
Stayed 5 nights in Mar 2024
Response from Customer Service. on 17 Mar 2024
Dear Mr. AlfonsoThank you for your kind rating of your stay with us at Royal Solaris Cancún.We are happy to know that his experience was extremely pleasant and that the service he experienced was to his complete satisfaction.We greatly appreciate your trust and we also hope to have the opportunity to welcome you again.Best Regards.