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We always have a wonderful time at the Royal Solaris! You will find all the employees are super helpful and kind! This year we had Erick as our server at the pool and he was very attentive and we never had an empty drink cup! 10 out of 10 customer service!
Dear Jeremiah G
We sincerely appreciate you taking the time to share with us your valuable comments about your recent stay at Royal Solaris Cancun.
It is a real pleasure to know that the excellent service provided by our staff has been key to making your experience unique and memorable. It fills us with pride and satisfaction to know that we were able to meet your expectations, and it motivates us to continue working day after day to always offer you facilities and services of the highest quality.
We hope to have the honor of welcoming you again very soon.
Best Regards.
Customer Service.
Our stay at Royal Solaris was absolutely wonderful! The service was excellent, especially at one of the restaurants where Alfredo, our waiter, truly stood out. He was incredibly friendly, attentive, and took great care of me and my family. His kindness and exceptional service made our vacation even better. We sincerely hope to see him again next year! Thank you for such a memorable experience!
Dear 866libbya,
On behalf of the entire Royal Solaris Cancun team, I would like to express our sincere gratitude for choosing us for your stay and for taking the time to share such kind comments on TripAdvisor.
We are delighted to know that the attention of our staff, their professionalism and the commitment of each one of them managed to exceed your expectations. We deeply appreciate that you have highlighted Alfredo's dedication, who is undoubtedly motivated by your recognition.
We look forward to this being the first of many future visits, as you are now part of "The Solaris Family." It will be an honor to continue serving you at every opportunity that arises.
Best Regards.
Customer Service.
I have been coming here for 34 years! I WILL NEVER COME BACK. This place is a dump and the service is deplorable. After the negligent deaths of Andrew Smith & Ahmed Altaii this place has turned to trash.
The food is awful
The alcohol is gross
The members team put me in a room that wasn’t what I paid for !! They tried to give me a regular room when I paid over $2000 for an ocean front. And when they gave me an ocean front room it was outside of a construction site !!! My room reals of cement and there are loud noises all morning!!
I requested to move and two days later I’ve been ignored. I’ve asked for compensation: ignored
These people are crooks.
DO NOT COME HERE
Dear Carlos G
We sincerely appreciate that you have provided us with your valuable comments regarding your recent stay with us. We want you to know that your observations are very important to us.
We deeply regret that we were unable to meet your expectations regarding our facilities and services. We have made efforts to offer solutions on several occasions, and we have information about the efforts of our team, who approached you at different times to address your complaints. However, we understand that the options offered were not to your liking, as they were rejected.
Regarding the rooms, you were offered several options in both towers, but we understand that none met your expectations. In addition, a room change was scheduled that you decided not to accept on several occasions.
It is important to mention that, as a member, you have access to a series of benefits that are governed by contracts and clauses that both parties must respect. For this reason, at the time it was explained to you that some of your requests could not be met, which we understand may have generated dissatisfaction.
We sincerely appreciate your understanding and remain at your disposal for any additional questions or comments. We look forward to providing you with a better experience in the future.
Best regards.
Customer Service.
Excellent Service from Alexander!
Alexander is an outstanding bartender! He’s skilled, attentive, and creates a welcoming atmosphere. His expertly crafted cocktails and friendly demeanor make every visit memorable. Highly recommend his service!
Dear 917sandersp
Thank you for taking the time to share your comments about your recent stay with us at Royal Solaris Cancun.
We really appreciate that you highlighted the warmth of our staff. For us, all of our guests are special and important, and knowing that our staff made you feel comfortable during your stay fills us with great satisfaction. We will let Alexander know how much you enjoyed his cocktails, as well as his excellent service.
Best Regards.
Customer Service.
I am only writing this because of one person who is very hard working, manager, works as a waiter too excellent customer service very friendly pleasant person to talk to very helpful respectful all the best very proud this is how customer service should be just like FABION…. One day if we return we will return because of him that is FABION from Marco Polo. FABION thank you very much for everything!!! I would like someone to pass this to him and just say NEW YORK and he will know! We are looking forward seeing you again! Again thank you for doing great at all times! FABION deserves a good pay raise!
Dear anthonymI144QF,
Thank you for taking the time to share your feedback about your recent stay with us.
It's great to hear how much you enjoyed your visit to our hotel, and it's great to hear how our staff members always go out of their way to ensure our guests have a fabulous time. We're really proud of our team!
We look forward to welcoming you back again very soon!
Best Regards.
Customer Service.
