Sooo bad. We just got back and the experience at this resort was terrible. The food was so bad which is to be expected but the part that really got us was the AC breaking multiple times. On Wednesday evening we noticed the AC in the lobby seemed to be going out. Within an hour or two the hotel was unbearably hot and the floor was covered in condensation. My son fell multiple times along with several other people who fell because you couldn’t safely walk. We were hopeful that when we got to our rooms AC would still be working but no it wasn’t and rooms became so uncomfortable and hot. They didn’t even have a single fan in the building and were lying saying it would be fixed in an hour but it wasn’t fixed until the morning. Once it was finally back up the AC broke yet again that evening and water was pouring from the ceiling at the lobby bar. We knew right away we would not be able to sleep there and so we were told we could go to another hotel. Within the hour it took for us to get our stuff together our thermostat went up 4 degrees. I need a vacation from this vacation. Their staff is also super unorganized and was never on the same page which was super frustrating all week. Overall bad experience and I’ll never recommend someone go there. We were moved to GR Solaris which was better but honestly spend the extra couple hundred and just go to a better resort because this place is not worth it.

Alexander from customer service at Club Solaris hung up on me. After not being able to get through the number at the transportation company Alexander was my only point of contact between being stranded or getting someone at the hotel I’ve been waiting at the airport for an hour even when I have a transportation confirmation

He kept insisting that I should try other ways to dial the transportation’s number and that he was unable to transfer me. After I told him that his solution was not working I got frustrated, raised my voice and without cursing I told him I would need him to use another phone to get a hold of somebody to let them know I was stranded. He HUNG UP ON ME!!!! A Club Solaris member! If they treat their time share members that way I can’t imagine how they treat regular members

I swore to never return to Solaris after Alexander hung up on me and Solaris was determined that was going to be the case. The whole building A/C broke down during our stay at around 8 pm, after waiting for 3 hours and some people needing medical assistance because of the heat inside the hotel we were transferred to a different hotel, we were NOT going to spend the night in the middle of summer in a room with no A/C. Some people decided to tough it up and did but heard from some of them that was a huge mistake.

Lastly, drug dealers are allowed to walk the premises, to eat, use the bathroom and to get soda from the hotel . I understand this is something really serious that has no easy solution but we the guests are not stupid and see what’s happening. A Solaris worker confirmed to me they are drug dealers and have spoken to the manager to allow them being there. Well it’s my right not wanting to do business here regardless if they can do some or not about it.

Horrible hotel, do not go there, they treat their members badly and it’s not safe being around drug dealers.

I booked this vacation August 27 for seven days by reading the reviews. I thought it was gonna be a nice place to go. I arrived at this place and the front desk and the members lobby was OK but everything else in this place is horrible. The service is horrible. The only way you get good service. There is when you start showing Green American money we will be in ignored the whole time during breakfast and lunch, the only time I started getting attention is when I started tipping the guys and the people who worked there, shouldn’t be like that. You should get good service before you started tipping then it grabs people attention because they see American money now they want to be friendly. I repeat this place is horrible. Don’t let the fool you the service is horrible and the food is mediocre. I do have to say there was one bartender there that was very nice and polite from the start. His name is Javier. He’s a great guy great personality and he treats you like royalty from the beginning.