Royal Solaris Cancun

Has become a real bad hotel, after 6 years of traveling to this hotel it is time to try others. Hotel went from multiple restaurants to one which causes extremely long lines. Room service never answered the phone and when contacting the lobby their response was “keep trying”. It is very obvious that the hotel is understaffed and that guest are not priority.

We booked this resort expecting an enjoyable all-inclusive vacation and instead checked out after just one night. Thankfully, our travel agent was able to move us to another resort the following morning, which completely saved our vacation. Unfortunately, this resort refused to refund us despite the experience we had. The biggest issue was that the specialty restaurants were fully booked, even though the resort didn’t appear busy. We were repeatedly told to use the app to make reservations—which we had already done without success. The front desk then told us to walk to each restaurant to see if they could help. Since no one provided directions and the staff offered very little assistance, we wandered the property trying to find them ourselves. When we finally located one, we were simply told there were no reservations available and nothing could be done. So what exactly were we paying an all-inclusive premium for? Apparently, just the buffet. Unfortunately, the buffet was one of the worst we’ve experienced. The food was unappetizing, lacked quality, and certainly wasn’t what we’d expect from a resort charging all-inclusive prices. The pool area was equally disappointing. Sick and injured birds were everywhere. Birds were eating food left around the pool and perching on lounge chairs, leaving droppings all over them. There was little to no staff presence keeping the area clean or addressing the obvious health concerns. The so-called swim-up bar was another letdown. Used plastic cups floated around in the pool and were simply given a quick rinse before being reused for the next guest. Watching drinkware come straight out of the pool before being refilled was both unsanitary and unacceptable. There was virtually no entertainment. The “theater” consisted of music videos playing while guests were seated at large communal tables with strangers. That was apparently considered the evening entertainment. After giving up on the evening, we returned to our room hoping to relax and watch TV. The television was entirely in Spanish and then stopped working altogether. Maintenance replaced it, but instead of apologizing, the technician implied we had somehow caused the problem by “touching a wire”—which never happened. I even have a video showing the TV displaying only Spanish channels before the screen went black and would no longer turn on. Throughout our stay, the staff was neither welcoming nor particularly interested in helping solve problems. Every issue seemed to be met with indifference or passed off to someone else. The only positive part of this experience was our travel agent, who quickly transferred us to another resort the next morning. The difference was night and day, and we ended up having an incredible vacation. I rarely write negative reviews, but this experience earned one. Between the lack of restaurant availability, poor food quality, unsanitary conditions around the pool, nonexistent entertainment, unhelpful staff, and refusal to issue a refund after we left because the resort failed to deliver what was advertised, I cannot recommend this property to anyone. Save yourself the disappointment and book elsewhere.

Roxy has been a great entertainer lead