4/10 Fair
26 Jul 2023
Very disappointing due to poor management
Had a good experience with Royal Solaris in Cabo, so was very surprised at the much poorer experience (and treatment) in Cancun.
-Hotel was overbooked, so we were shipped off to GR Solaris, with room configurations different from and inferior to what we had booked. Managed to change one room eventually to our preferred configuration, however.
-No wifi available in rooms; even the telephones didn't work in 2 of the 4 rooms we stayed in.
-Due to room change, and despite being specifically assured that this wouldn't happen, our dinner reservations were deleted from the system. Mgmt. refused to help, and from their POV, we were just SOL even though it was our only chance at eating at one of the premium restaurants.
-Mgmt. was consistently unhelpful and always deflected blame upon us rather than owning any portion of responsibility and trying to rectify the problem.
-The loudspeakers all around the property were on constantly, and the pool area was on full blast for about 10 hours per day. Noise is fine (and expected), but there was no place to escape to for even a moment of peace. Even after guests were shooed from the pools at 8, the near-empty plaza was blasted at midday-level volume for another hour or two.
-Three of five of us got tourista, including one who didn't leave the compound during the stay.
The positive notes: most of the staff was lovely, and the food was pretty good for an all-inclusive. But mgmt. made this a very frustrating stay. Done with Solaris.
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6-night family trip
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