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“Beautiful Hotel in Cancun” 5 of 5 bubbles
Review of GR Solaris Cancun

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GR Solaris Cancun
Ranked #28 of 183 Hotels in Cancun
Certificate of Excellence
oakland
1 review
“Beautiful Hotel in Cancun”
5 of 5 bubbles Reviewed 16 April 2012

Great service, excellent location, awesome food and people to meet from around the world, clean and comfortable rooms with minibar and teddy towels, AND timeshare sales people, the guy woke us up at 9:00 am day 1 our solution?: we took the phone off the hook. If you want to have a great time stay away from the lobby from 9 to 5

Room Tip: Ocean view is worth the upgrade, about $40 more per night
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  • Stayed April 2012, travelled with family
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
Thank yiraee
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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4,139 reviews from our community

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Rating summary
  • Location
    4.5 of 5 bubbles
  • Sleep Quality
    4 of 5 bubbles
  • Rooms
    4 of 5 bubbles
  • Service
    4.5 of 5 bubbles
  • Value
    4 of 5 bubbles
  • Cleanliness
    4.5 of 5 bubbles
Traveller tips help you choose the right room.   Room tips (992)
Date | Rating
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  • Danish first
  • English first
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English first
Bradenton, Florida
Level Contributor
67 reviews
8 hotel reviews
common_n_hotel_reviews_1bd8 43 helpful votes
1 of 5 bubbles Reviewed 15 April 2012

None of our party would ever consider staying here again.
It started out with our reserved rooms not being available. Four of us did have the correct rooms (ocean front with jacuzzi etc) but the other two did not. We discussed this at length with the front desk and after about 1/2 hour promises were made that the correct room would be available the next morning.
When the next morning came they were moved to a different room. Which was also the wrong type. At this point we decided just to let it go and try to enjoy ourselves. The next day we went on a tour to Chichen Itza (arranged through the in house tour agency) We did enjoy the tour but our bus had a flat on the way back to the resort. Unfortunately we had reservations for Marco Polo that night. We immediately went to the front desk to tell them and ask if they could move our reservation back a bit (reservations were for 5:30, we arrived at 5:26 and still needed to change) they clerk at the front desk replied it wasn't her problem and she could do nothing.
Yes, that was at the front desk. We began to see a trend here.
Luckily the receptionist at the restaurant was more helpful and our reservations were moved back 15 minutes so we did make it. More about the Marco Polo's later.
A few days later we went to see the "Mexicana Show" at the theatre. At one point they asked for volunteers from the audience for one the typical contests. Four men and four women. As it started each contestant came up to the MC and introduced themselves. The MC had the ladies spin around and the DJ played a *wolf whistle* sound effect for them....except for one. This was a very nice attractive girl who at the most was 10lbs over weight in her 20's. When she turned around the DJ played a *braying donkey* sound. The poor girls jaw hit the floor. She walked back to her place in line and the DJ played another insulting sound effect. The poor girl exited the stage and left in tears. MANY patrons also got up and headed out.
We immediately went to the theatre reception desk where we joined the already angry mob looking for a manager. Finally they summoned up one of the entertainment directors (Jennifer from Vancouver, the ONLY management level person there that I have any respect for) She was aghast at what happened. They interrupted the show so the MC could make an apology.
I cannot describe with words here the utter contempt I hold for that person. He did not apologize at all, he blamed her for taking things to seriously and told her she needed to lighten up. He once again used her to try to get some laughs. In a nutshell, this... "person" apparently thinks humiliating young women is an acceptable way to get some laughs at his show. This event alone was enough to keep us from ever showing up there again.
Other incidents;
They conveniently forgot to honor our $90 resort credit until we pulled out our copy of the reservations. Thank goodness we did carry our copies.
Many times we witnessed preferential treatment given to spanish speaking patrons over english speaking patrons. I.E. Waiting to speak to the front desk AGAIN and a spanish speaking man and his son just walked over and cut us off. A respectable clerk would have asked them to please wait but not this one. Instead she helped them out and even had a nice chat with them after before they left and helping us gringos. They were many other similar incidents that happened on a daily basis.
Now about that *Premier restaurant Marco Polo*. Seriously the food was not that great. It was good but not great. The waiters were not acceptable but nowhere near what the reputation would suggest. The waiter was more interested in getting the diners to throw back (unrequested) shots of tequila than doing a good job of waiting. Maybe their philosophy is "A drunk guest gives better tips"?
Before it looks like I am here just to trash the place I will have to say the grounds were very nice and amazingly everything worked! (Very rare at a mexican resort), the mini fridge was kept well stocked too. I would give the rooms a 7 out of 10 for size and amenities.
If you want a resort to look good and be seen at this place is for you. If you want to relax and enjoy life and be treated well this is not the place at all. Facilities were very good however any time you have to deal with the staff you run a very high risk of being treated very poorly.

Room Tip: Even the best rooms there are small. If you get an ocean front on the first floor be aware that the...
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  • Stayed April 2012, travelled with friends
    • 1 of 5 bubbles
      Value
    • 3 of 5 bubbles
      Location
    • 2 of 5 bubbles
      Sleep Quality
    • 2 of 5 bubbles
      Rooms
    • 4 of 5 bubbles
      Cleanliness
    • 1 of 5 bubbles
      Service
Helpful?
3 Thank Gary M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Solaris H, Social Media Manager at GR Solaris Cancun, responded to this review, 17 August 2012
On behalf of GR Solaris Cancun, we would like to apologize for any inconveniences you experienced while vacationing with us. We'd also like to thank you for all of your feedback, as our guests' thoughts and impressions are our number one priority while on vacation. We will be sure to pass along your concerns to our General Manager.

Once again thank you for your comments that help us to improve our service

HOTELES SOLARIS DE MEXICO
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Massachusetts
Level Contributor
28 reviews
8 hotel reviews
common_n_hotel_reviews_1bd8 25 helpful votes
4 of 5 bubbles Reviewed 14 April 2012

Twelve of us headed to Cancun to celebrate my sister's 50th birthday. Most spent 10 nights, a few only 6. We had requested rooms as close as possible several times by email and again by phone but had to fight for two rooms on three different floors, pretty scattered around. Well, I went in knowing it was only a "request"...

I agree with the reviews that think food is lacking...sure, the breakfast buffet has a great assortment, there was the typical hamburg awning and then the outdoor buffet was really good, but with the exception of Marco Polo, these offerings are very casual, think bathing suit, casual. Marco Polo was very good the several times we went. Service was exceptional. The rest of the eating places were a solid "good".

Our rooms were fine ~ clean and well stocked every day. Two rooms overlooked the hotel next door, two rooms overlooked the lagoon and two of the other rooms I believe looked over tennis courts near the main street (belonging to a neighbor hotel I think). Two doubles in each room, nice tv, safe, bathroom amenities, and small balcony. Exactly what we expected.

Beach was beautiful and it was great to have a drink server making rounds. Some days it was terribly rough and although most of us are good swimmers, it was like a smack-down every thirty seconds, lol, which turns the fun into work. Pools were nice, lots of activities mid afternoon or quiet and peaceful at the adult pool. Spa at the adult pool was always fun for meeting others.

Wifi was slow and somewhat spotty at the free lobby area. I wasn't able to get it anywhere else without incurring a hefty charge. Had much difficulty getting online the first day and it turns out they do not give out the right user name/password...what they claim is user name is actually the name of the network to access and then then the password is right. Just know if you are having trouble getting on, just ask ANYONE and seems everyone needs to get help. How foolish is that?

We did not love the front desk staff or concierge. They were not as friendly and welcoming as we thought they should be and sometimes bordering on rude. We had issues at check-in, several times with key cards, and again at check-out with one of the bills. Same goes for bell hops who insisted on taking bags when the person preferred to bring her own.

Would we go back? Sure. It was a good value for what we paid and pretty much what we expected. Between us I think we've stayed at more than a dozen resorts in the last decade and we all agreed that this was a "solid good" and stays on our list. Last year we stayed at the Solaris (sister hotel) and I think we preferred it there. The food was much better and had more options but the GR definately had better entertainment.

  • Stayed April 2012, travelled with friends
    • 5 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Location
    • 4 of 5 bubbles
      Sleep Quality
    • 4 of 5 bubbles
      Rooms
    • 4 of 5 bubbles
      Cleanliness
    • 3 of 5 bubbles
      Service
Helpful?
1 Thank capiegirl
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
New York, NY
Level Contributor
16 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 20 helpful votes
3 of 5 bubbles Reviewed 13 April 2012

Nine of us recently returned from the GR Solaris "Cancun". Our ages varied between 4 & 63 to include four children (4-11-13 & 14). Unfortunately for us the trip started off on the wrong foot but after two days and finally being furnished with three rooms that allowed us to sleep accordingly we ended up making the best of it. Sadly out of the previous trips to GR Solaris Cancun & GR Solaris Cabo this was by far the the most "disappointing" as all the previous trips were very good.

For the past 7 years we have alternated between GR Solaris - Cabo & GR Solaris Cancun. This was the first year we had a "crisis" and the crisis involving our representative named Alma (LNU) convinced us NOT to purchase as we did intended to purchase on this trip. (LNU = Last Name Unknown).

The pick-up and drop off at the airport organized by GR Solaris was uneventful and went off without a hiccup. This is a GREAT perk to having owners benefits.

The first hiccup occurred in meeting our group representative Alma. I should start by stating seven of us were guests of my sister who already own a bunch of time with GR Solaris. My wife's Sister and Brother-n-Law were also present and are also owners thus our intentions of buying. Alma was rude and of no help out of the gate. I don't have time to go into all the details but we are very disappointed in the way she handled our arrival and failure to act on the three inadequate rooms that were initially provided. If a representative from GR Solaris reads this please contact us as we couldn't get a Supervisor during our 7 day stay because Supervisor Arturo LNU and or his assistant Betty LNU were never available- so we were told. Our contact information is associated with one of three rooms numbered 8226 between April 4 & 11th. We welcome you contacting us.

On day two and a lot of grousing and threatening to have a sit-in-in-the lobby we were finally provided rooms with multiple beds to include murphy beds in lieu of rooms equipped with only a king size bed. If we didn't make the reservation nearly nine months ago and had kept the ages and number of persons a secret I would understand, but that is not the case as we paid upon making the reservation and naturally in doing so you are required to furnish ALL names and ages - accompanied by dates of births. How did they expect all of us to sleep in 3 rooms equipped only with King Size beds? Two queens and Murphy bed is what we needed and is eventually what was provided. Alma merely said it was out of her control and it was not her fault the hotel was overbooked because it was spring break. Further she said the hotel would not know when and or if any rooms equipped with two queens and murphy beds would come available during our stay. Hello! Check the computer. It is NO secret when persons are checking out and what accommodations are in the respective rooms.

The food was OK throughout the trip except for the owners gala as the owners gala was far inferior to previous galas. In previous trips the owners gala has been the highlight but the most recent gala held in the auditorium on Tuesday April 10 was sad to say it nicely. Without going into all the fine details the one and only dish offered (Surf & Turf) was disgusting. In previous years the event was over-the-top and we left wondering how they could pull of such a great event.

Excellent waiter staff worth noting is Gonzalo & Freddy. Gonzalo worked breakfast and lunch and Freddy was in Marco Polo. All staff from housekeeping to the bell boys were GREAT as usual. Our disappointment lies with ALMA and the lack of on-duty Supervisors.

In 2013 we will be going to GR Solaris Cabo? Certainly not GR Solaris - Cancun. Not by choice but by convenience because our family has already invested in Solaris properties.

GR-Solaris Cancun Supervisors please contact us, You have the means to do so with the information I have provided herein. Reference room # 8226 between April 4- 11, 2012

  • Stayed April 2012, travelled with family
    • 3 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 3 of 5 bubbles
      Sleep Quality
    • 4 of 5 bubbles
      Rooms
    • 4 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
3 Thank PaddyO1965
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
NJ
Level Contributor
7 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 20 helpful votes
4 of 5 bubbles Reviewed 12 April 2012

Besides the fact that the organisms in the water got us sick and had my husband and I confined to our hotel bathroom for our last night, we had a great time. Food was good. They had a different food theme every night. Staff spoke English and was exceptionally curteous. Would definately stay there again.

  • Stayed June 2011
    • 4 of 5 bubbles
      Value
    • 3 of 5 bubbles
      Location
    • 4 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 4 of 5 bubbles
      Service
Helpful?
1 Thank urmy_asia
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about GR Solaris Cancun

Property: GR Solaris Cancun
Address: Boulevard Kukulkan Lote 59 2 Etapa, 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 Spa Swimming Pool
Hotel Style:
#22 Spa Hotel in Cancun
#26 Luxury Hotel in Cancun
#26 Top resorts Hotel in Cancun
#28 On the Beach Hotel in Cancun
#30 Business Hotel in Cancun
#34 Family Hotel in Cancun
#37 Romantic Hotel in Cancun
Price range (per night): $288 - $560
Hotel Class:4 star — GR Solaris Cancun 4*
Number of rooms: 306
Official Description (provided by the hotel):
GR Solaris Cancun is an all inclusive beachfront resort that offers a range of facilities and a full slate of activities daily. Guests have access to two swimming pools, a spa tub, a 22.5-Meter (74-foot) stretch of beach, and a fitness center. The hotel also has a marina, where non-motorized water sports, tennis courts, and a volleyball court are available. Other amenities include concierge services, a spa, a hair salon, and laundry facilities (no dry cleaning services). Business amenities include meeting rooms, banquet facilities, event catering, a ballroom, and business center with Internet access (surcharge for all). Three restaurants, two snack bars, and two bars are on site. Room service is available 24 hours a day. NEW Wall climbing and mini cinema Solaris. ... more   less 
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Also Known As:
Gr Solaris Cancun Hotel Cancun
Solaris Cancun
Grand Solaris Cancun
Gr Solaris Hotel Cancun
Gr Solaris Cancun & Spa
Gr Solaris Cancun Mexico
Grand Royal Solaris Cancun

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