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“costumer service was awesome”

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Royal Solaris Cancun
Ranked #36 of 180 Hotels in Cancun
Certificate of Excellence
Denver, Colorado
Level Contributor
13 reviews
7 hotel reviews
common_n_hotel_reviews_1bd8 19 helpful votes
“costumer service was awesome”
Reviewed 20 February 2014

Costumer service was awesome and the rooms were cozy with nice comfortable beds. Next to the beach and close to the airport, they'll shuttle you for a fee. The thing it lacked was the entrainment. They looked tired and bored, when we went to a club with them as part o fwhat the hotel offered and they ditched us in the vip area which wasn't very much vip, other than that the hotel is worth staying at. Food was delicious. Just look for your entertainment somewhere else.

Stayed September 2013, travelled as a couple
Helpful?
2 Thank IvanDLeonSr
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
SolarisHotels, Social Media Manager at Royal Solaris Cancun, responded to this review, 13 March 2014
Thank you for taking the time to share your Solaris experience with all the Tripadvisor users.

We are glad that you loved the costumer service and enjoyed the room, beds and food.

Regarding the entertainment, please accept our apologize for not having met your expectation, we have informed our Entertainment Manager and he already took corrective actions to improve the services provided by his team.

Once again thank you for leaving us your review regarding your recent stay at Royal Solaris Cancún.

Warm regards from Cancún to Denver.
Hoteles Solaris de México.
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Astoria, Oregon
2 reviews
common_n_hotel_reviews_1bd8 2 helpful votes
Reviewed 19 February 2014

Wonderful time, fantastic place, excelent service. Very nice people. Thanks for all staff: David, Luis Gutierrez, Charlie - representatives, Toni - Security, Pamela - activity, Gabriela - waitress in GC and many more people, great people.
Jolanta and Leszek Niezgodzki

Room Tip: The suites ocean view with balcony are very nice, large and comfortable. Beautiful view from room on...
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  • Stayed January 2014, travelled as a couple
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Helpful?
1 Thank Jolanta N
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
SolarisHotels, Social Media Manager at Royal Solaris Cancun, responded to this review, 14 March 2014
Dear Jolanta and Leszek Niezgodzki

Thank you for your short and lovely comment regarding your recent stay at Royal Solaris Cancún.

We are super glad to read that you had a wonderful time and enjoyed the service provided by our staff, especially by David, Luis, Charlie, Toni, Pamela and Gabriela. We have a great team who works hard to make our guest feel at home and very happy during their vacation.

We really hope you come back in a near future, it'll be a pleasure to welcome you once more.

Warm regards from Cancún to Astoria.
Hoteles Solaris de México.
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Nashville, Tennessee
1 review
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed 18 February 2014

This was our first time to Cancun and my husband and I had a awesome time!! We loved the room, food ( THE SOUPS and I ate the Stone Oven pizza almost everyday for lunch!), location, pools, the shows and all the entertainment staff! We want to give a special shout out to Henry for making us feel so at home as soon as we arrived and a shout out to Gabbi, Stephanie, Hannah, Paloma, Manwel, Gabriel, Marco and I can't remember the guy that played Michael Jackson but they were all great. They all were very entertaining and talented!! We also had fun attending the "famous" wedding. Everyone that worked there was nice and we really appreciated it. It was funny because we got a little spoiled with everyone being so sweet. When we got back to the airport we could tell we were back in America where people working were not so nice in doing their job! We would definitely like to go back to visit again!! Thanks to everyone for making such an enjoyable stay!!

Room Tip: The rooms by the smaller pool were very loud at night especially after 12 am. We were out there mos...
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  • Stayed February 2014, travelled as a couple
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Helpful?
1 Thank cookietn14
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
SolarisHotels, Social Media Manager at Royal Solaris Cancun, responded to this review, 14 March 2014
Thank you for writing such a lovely comment regarding your recent stay at Royal Solaris Cancún. We are so happy you have chosen us to spend your first trip in Cancún and have had an amazing time.

We are super glad you enjoyed 100% your vacation. Thank you very much for pointing out many names of coworkers who will undoubtedly appreciate your kind comments, especially Gaby, Stephanie, Hanna, Paloma, Manuel, Gabriel and Marco.

We are proud to say we have a team always ready to give their best at all times to make our guests feel at home and make sure they have a wonderful vacation.

Remember: Royal Solaris is your home away from home and it'll always have the doors open for you. We are looking forward to welcome you on your second trip to Cancún and pamper you as you deserve.

Warm regards from Cancún to Nashville.
Hoteles Solaris de México.
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Vancouver, Canada
1 review
common_n_hotel_reviews_1bd8 7 helpful votes
Reviewed 18 February 2014

My boyfriend and I just returned form the Royal Solaris. We originally booked our vacation at Oasis Tulum but with constant terrible reviews we decided to make a quick switch to the Royal Solaris and we do not at all regret it! The staff was unreal, so hard working we really appreciated each and everyone one of them. They are all so friendly and are always willing to chat with you, help you, teach you about their Mexican culture (we even got tips on how to make the best hot sauce!) ect. There is staff working all day and night so the resort is VERY clean from the beach, pool area, restaurants, rooms and bathrooms. I could not believe the difference in the staff from this resort to the Riu (where I stayed last time). We loved the food, my boyfriend couldnt get over how good the buffet was for a all-inclusive. They changed the menu every night at each restaurant so there is so many options. The best part for us was that we never had to make reservations at any of the al la cartes, you can go look at all the menus and decide where you would like to go last minute--awesome! The beach here is stunning, and they have a life guard on duty full time. We also witnessed these life guards training daily to stay in shape. We did a couple massage with Norma and Ana and we highly recommend it. The pool staff was awesome they always had great drink suggestions for me and constantly came to see if we needed anything even on the beach! (thank you Roberto and Ricardo). Stone oven pizza was great! We ate it every day and the manager even got us to make our own pizzas and took our pictures and sent them to our room with a card! They made us a heart shaped pizza too which was so cute! We were upgraded for free to an ocean view room and it was beautiful. The person who made our trip so unforgettable was Luis!!! We love you luis! He was so great to us from remembering our names, to great service, dressing us up for pictures and always moving us to a better table! The nightly shows were great! Manuel did a great job, he was super funny and outgoing with us. We highly recommend this resort for the price you will not be dissapointed. We talked to lots of people from the GR caribe and GR Solaris and they all said they preferred the food/service and pool better at Royal Solaris. (For the entertainment staff the only thing we would have wanted would be to have the entertainment staff more engaging when things were going on by the pool. We found most people did not know what activity was going on unless they went up to ask and we would have loved to have someone come to the beach to tell us what activity would be happening.. we had this at a previous resort and we loved knowing what was happening.) Also we noticed a lot of people did not know about the nightly shows. Thank you for the memorable vacation we cant wait to be back.

Room Tip: The lagoon side looked decent but we loved our ocean view!
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  • Stayed February 2014, travelled as a couple
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Helpful?
7 Thank maria T
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Johnson City, Tennessee
Level Contributor
8 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 7 helpful votes
Reviewed 15 February 2014

On this trip I traveled with a group of 8. My friend and I stayed at the Royal Solaris and the other 6 were at the GR Caribe next door. The hotels are connected and members and their guests can use the facilities at both resorts (I was a guest of a member). We arrived in the evening and were not given our free tour coupons upon arrival. We were sent back and forth between hotels before we finally got our coupons. We called room service on 2 different occasions and no one showed up. I was disappointed that Marco Polo, which has been one of my favorite restaurants, no longer serves the flambé’ coffee. They do serve it in both lobbies from 4:30-6:00PM. I’m not sure if management has changed over this past year, but it seemed that the service was not as good as in the past.

Our room was very nice and clean and we had a great balcony view of the ocean. Although the GR Caribe is supposed to be the better of the 2 resorts (I’ve stayed at both), I prefer the rooms and balconies at Royal Solaris. The 6 people who stayed at the GR Caribe agreed that they would rather stay at Royal Solaris and have a nice balcony. The balconies I’ve seen at the GR Caribe have more views of the roof than the ocean.

The employees were all very nice and accommodating. It seems that many are overworked---several told us they work 16-hour days. Some of the waiters apologized for not being as attentive as they would have liked, as they were short staffed. I was surprised to learn that most wages are about $1 US an hour. Although tips are not expected, we always tipped for good service.

The drinks in the bars seem to be watered down. I would also like to see more beer options (the only have Dos Equis and Sol) and more wine options. The menus in the restaurants were somewhat repetitive.

I want to give a shout out to Pamela, who is the entertainment coordinator at the GR Caribe. She was extremely personable and helped to make our trip extra special. Gabriel, one of the waiters at the GR Caribe pool, was great!

My friend and I both had massages at the Royal Solaris spa. It is very nice. My massage therapist, Lea, was awesome!

  • Stayed February 2014, travelled with friends
    • Value
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    • Cleanliness
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Helpful?
3 Thank lpowerz
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
SolarisHotels, Social Media Manager at Royal Solaris Cancun, responded to this review, 18 February 2014
Thank you for sharing your Solaris Experience on Tripadvisor. We appreciate your detailed and honest review regarding your last stay at Royal Solaris Cancún.

It's a shame you didn't like our change regarding the flambe coffee; we decided to offer it during tea time to make the experience more enjoyable and pleasant.

We are happy that you loved the great view of the ocean and the room in overall and have enjoyed also our Spa. All sunrises and sunsets from 7th floor are stunning

About the service of drinks, we take care the health of our guest, therefore we have a standar measure of alcohol, however if you would like to get a strong drink our bartender will gladly make one with double shot for you.

Thank you for pointing out how nice and accommodating our staff is, especially Pamela, Gabriel and Lea.

Your feedback is really important to us so we can improve our services and exceeding guest expectations.

We hope you come back and visit us in a near future.

Warm regards from Cancún to Johnson City.
Hoteles Solaris de México.
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Indiana
Level Contributor
64 reviews
46 hotel reviews
common_n_hotel_reviews_1bd8 106 helpful votes
Reviewed 14 February 2014

Stayed here on a quick, cheap, little get away from the awful Indiana weather. We had an ocean view room which was just your average room, but had everything we needed. We really weren't impressed with the breakfast buffet or the lunch buffet, but we absolutely loved Marco Polo and the Mexican Restaurant(can't remember the name). We didn't really have trouble getting a chair by the pool, but the waiters weren't real consistent. Entertainment was your average Mexican all inclusive entertainment. Beach was beautiful and plenty of chairs. Check in staff was very friendly. I would probably stay here again for the price!

  • Stayed February 2014, travelled with friends
    • Value
    • Location
    • Sleep Quality
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    • Cleanliness
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Helpful?
1 Thank beachvacationgirl
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
SolarisHotels, Social Media Manager at Royal Solaris Cancun, responded to this review, 18 February 2014
Thank you for taking the time to leave your comments on Tripadvisor regarding your recent stay at Royal Solaris Cancún.

We hope you have enjoyed the great view of the ocean and a nice spot at the beach and pool. We are happy you loved Marco Polo and Rosmarinus, both are pretty good and have a nice atmosphere.

We offer an apology if your perception of waiters service wasn't consistent enough. They work hard to meet guest's expectation, however we are going to take better care of the little details for better service in the future.

Thank you for pointing out how friendly our front desk staff is.

We hope you visit us in your next vacation.

Warm regards from Cancún to Indiana.
Hoteles Solaris de México.
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Seaford, New York
Level Contributor
13 reviews
7 hotel reviews
common_n_hotel_reviews_1bd8 9 helpful votes
Reviewed 14 February 2014

The hotel staff are friendly and do a great job and getting people to participate in activities around the pool. Hotel makes it easy for you to get to the downtown nightlife by providing transportation and table reservations at the clubs. Food is decent and the crowd was fun

  • Stayed March 2013, travelled as a couple
    • Value
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Helpful?
2 Thank cjbirish2604
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
SolarisHotels, Social Media Manager at Royal Solaris Cancun, responded to this review, 18 February 2014
We appreciate you for taking the time to share your Solaris Experience on Tripadvisor. We are happy that you enjoyed the activities around the pool and the great job from our entertainment team.

Thank you for pointing out how friendly our staff is. We hope you come back soon and give us a chance to make your vacation a special one.

Warm regards from Cancún to Seaford.
Hoteles Solaris de México.
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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
Region: Mexico > Yucatan Peninsula > Quintana Roo > Cancun
Amenities:
Bar / Lounge Beach Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free Parking Children Activities (Kid / Family Friendly) Restaurant Room Service Suites Swimming Pool Wheelchair access
Hotel Style:
#32 Top resorts Hotel in Cancun
#34 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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