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Jared R

Rough Start, Nice Stay, Better Staff

Reviewed Jan 8, 2022
I stayed here for a week for my sister's wedding on the beach and it was all booked several months in advance. Yet upon arriving we discovered that the communication and planning was incredibly lackluster. All of our friends' and family's rooms were supposed to be together and everyone was spread out all over different floors and even another building. Initially I was a little underwhelmed by my room as well, I was expecting a room with a king bed and a balcony looking at the beach. Instead, I had two double beds and just a window overlooking the busy street out front. I do want to add though that the room was always incredibly clean thanks to a very kind woman named Judith, and the room didn't end up bothering me since I only used it to sleep anyway!

The food at the buffet in the dining hall was okay, nothing was terrible but very little was great. The staff working were always friendly and made it better like every other aspect of the hotel. I frequently saw Yesenia serving at the buffet and the poolside snack bar, and she always made me feel welcomed. Besides the buffet, the other restaurants had pretty good food but good luck making reservations, especially for large parties.

The drinks were good, usually a bit weak with the liquor but it seemed like as you got friendly with the bartenders / servers they got a bit better! Our favorite servers were Antonia, Javier, and Joseph. All three of them were quick, hardworking, and incredibly friendly people who would bring you another drink before you even realized your current one was half empty. The three of them were also very nice to talk to when they weren't busy getting drinks. Wicked sweet people!

The pools were a nice place to hang out with snack bars and drink bars, and a lovely young woman named Raquel would entertain us with music trivia or have us play engaging games. Raquel also left an impression on us coming by and spending her lunch break chatting with us. She then heard how my aunt and uncle wanted to go into town to shop and she went with them after she was done her shift to make sure they got there safely and even helped bargain for them! Raquel was awesome!

The beach was perfect. White, fine sand and warm blue water. Need I say more?

Overall I recommend staying here if you're down to Earth. Obviously there are things that are not perfect with this hotel, and you could spend more money and stay somewhere nicer, but at the end of the day I enjoyed my time here very much and the wonderful staff really made my trip much, much better! Thanks again to Antonia, Javier, Joseph, Raquel, Yesenia, Judith, and everyone else!!!
Date of stay: December 2021
Rooms
Cleanliness
Service
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Hoteles Solaris de Mexico, Director General at GR Caribe By Solaris, responded to this review
Responded Jan 10, 2022
Thank you for sharing your experience with us.

We are happy to know you got to enjoy our services and our facilities, and although it was a bumpy stay, we appreciate you sharing all the feedback that will help us to improve our services.thanks for pointing out how wonderful our staff is, ts great to read so many names of staff members who stood out with their service, we'll make sure to share your nice compliments to them.

Please accept our apologies for the inconveniences.

Best regards,
General Management

This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
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Reviewed January 7, 2022 via mobile

Miguel and Delfino were awesome waiters. There was original confusion but they were both very understanding of the language barrier and they made our meal fantastic at Marco Polo. I would definitely fine there again.

Date of stay: January 2022
Trip type: Travelled with family
Thank williambD6365OE
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Hoteles Solaris de Mexico, Director General at GR Caribe By Solaris, responded to this reviewResponded January 8, 2022

We appreciate your time to share your recent experience with us.

Thank you for highlighting the excellent attention from Miguel and Delfino,They will be happy to hear that their excellent service made all the difference.

We hope to have the pleasure of receiving you again to pamper you.

Best Regards
General Management

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed January 6, 2022 via mobile

Andres was a fantastic server who went above and beyond to give us an unforgettable experience at dinner. I requested a hot sauce to go with my meal and the spicy garlic habanero sauce from the kitchen delivered in spades. It was the best meal experience of our trip!

Date of stay: January 2022
Trip type: Travelled with family
Thank tarar965
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Hoteles Solaris de Mexico, Director General at GR Caribe By Solaris, responded to this reviewResponded January 7, 2022

Thank you very much for sharing your experience, We are very happy to hear how much you enjoyed your stay.

We appreciate you for highlighting the service from our Staff. We love being able to pamper you with the great service that characterizes us.

We look forward to having the opportunity to welcome you back to your home.

Best regards
General Management

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Reviewed January 3, 2022

I am still perplexed about this resort's high score. It was one of the most disappointing stays, especially because it was post-Covid. Post-Covid Mexico is full of bad surprises like assisted buffets and having to wear masks in a kids club outdoor play/pool area!
The room looked nothing like the photos. After trying to upgrade, I found out that most rooms in the hotel do not have balconies! Rooms in Mexico without balconies? C'mon... It was so dark and gloomy inside.
Some pools were pretty dirty with food and bugs (cockroaches!) floating in it.
Food was the biggest disappointment - no selection of cheeses or meats. Main dishes so not appetizing. For the first time, we returned home hungry. Good luck finding any seafood there.
And wi-fi was only available in SOME spots. i did not have any in my room.
the evening shows were lame and so was the theater.
In summary - don't trust the overall rating and read latest reviews.

Room tip: ask for a room with a balcony
Date of stay: December 2021
    • Location
    • Cleanliness
    • Service
2  Thank sirenka
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Hoteles Solaris de Mexico, Director General at GR Caribe By Solaris, responded to this reviewResponded January 4, 2022

Thank you very much for sharing your recent experience at our hotel.

We are deeply sorry to hear that we were unable to exceed your expectations during your visit. Your feedback is very valuable to us and motivates us to continue working since the most important thing for us is your satisfaction and rest.

We hope to have the opportunity to welcome you again in the future to improve your perception.

Best Regards
General Management

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Reviewed January 3, 2022

Excellent place to take a vacation. Great entertainment and service. Thank you Raquel, Alexis, Sebastian, Fernando, Mar and Nancy. Thank you all the restaurant staff. I hope to return again. Great for family and friends. If tour blessed you may make new friends as well.

Date of stay: January 2022
Trip type: Travelled with friends
Thank jennyrC2671SD
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Hoteles Solaris de Mexico, Director General at GR Caribe By Solaris, responded to this reviewResponded January 3, 2022

Thank you for taking the time to share your comments with us regarding your recent stay.

Its fabulous reading how much you have enjoyed your visit yo our Hotel, It's always phenomenal knowing how our staff members do always their best to assure our guests have a fabolous time, we are truly proud of our Entertainment team!

We look forward on welcoming you again soon!

Best regards,
General Management

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Reviewed December 29, 2021

Due to an unexpected misfortune, I stumbled upon this hotel thinking it was a legit “5 star” resort. To my disappointment, this is the OLDEST 5 star hotel in this area. That would explain why they still have an antiquated card reader - if it touches another electronic device such as a phone- it gets deactivated. So all you millennials and tech savvy generation- you were warned. For anyone that is of senior citizen status who needs glasses and XL font size on their phone- this would be the place for you :) also if you’re remotely athletic and want to use the gym at 7 pm like I did to release all the frustration with the airline’s multiple flight cancellations/delays— you will also be disappointed as their stupid hours are from 6 am- 7 pm Monday-Friday. The gym is also locked and the person who has the key must be some key hoarder Hiding it under their pillow because NO ONE else in the resort has access to another key. After an hour of trying to find someone to open that lock - which you would think housed the ruins of Athens or the coveted di Vinci painting - i sadly left to go walk around the property in hopes of getting some extra steps in. And then ....I came across A grossly sight...the buffet which was the only thing open at 9 pm since the other “restaurants” had to be reserved.
Ok , so I enter and looked at my choices. Sad uncooked green beans and carrots which I could only assume was leftovers from a nearby hospital ...a “pork station” with a guy carving pieces relentlessly for...guess who...NO ONE. a chicken station with carcasses of what I hoped was a real chicken. Who knows? Being primarily a pescatarian I gravitated towards the “fish station” hoping for a piece of grilled salmon (why not? It’s a “5 star resort” after all, right? WRONG) Not only did it not have salmon, it actually did not have any FISH options to cook besides a pile of disgusting fried fish. The guy couldn’t tell me what kind, he couldn’t grill any fresh fish since they didn’t have any (even though this resort is literally on a beach ) on the grill right next to him which I couldn’t understand why. All I knew is that he could put that atrocious fried thing in a tortilla with some green sauce. So I politely said “no gracias”
Ok so then I walked around and saw the bread station and thought who could f— up simple dough and butter? To my surprise- as I bit into it I thought this is what cardboard and string cheese would taste together. Butter smelled like plastic — maybe bec it’s so damn hot here that the plastic just melts into the butter?
Alright so my last option was dessert. As a dessert/sweet aficionado, I became slightly excited as I looked at the petit four station and picked a little cake. I smile and bite into it only to spit it out on a napkin because it tasted like rubber instead of a moist cake. Complete garbage. So if you have a sensitive refined palate like I do, you will be gravely disappointed.
Now on to the room, what can I say. I was transported to 1800 when there was no need for outlets. I’m currently sitting on this uncomfortable chair typing this review on a desk which must have been carved from one piece of huge wood block - because that is where the only visible outlet I could find to charge my phone. The decor? I don’t think my grandmother would even call this “charming” the bed? Well it has 3 sad lumpy pillows and the thinnest comforter/blanket ever created. The phone? Probably stolen from holiday inn. I didn’t even bother with the tv because there’s no remote in sight. You might be thinking what’s one positive ...I tried to ask myself that ...and after 34 minutes of pondering I realized the AC works and the toilet flushes.
In summary, if you want a 5 star experience I suggest you pick another place. BUT if you want an overpriced 1 star quality that claims to be 5 star targeted for a VERY MATURE audience with minimal room amenities then this is the place for you! :) happy travels !

Date of stay: December 2021
Trip type: Travelled solo
4  Thank Ash41988
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Hoteles Solaris de Mexico, Director General at GR Caribe By Solaris, responded to this reviewResponded December 31, 2021

Thanks for taking the time to share your comments regarding your recent stay.

We regret not fully meeting your expectations with our services and facilities.We are very sorry to hear about your disappointments, we will keep working to improve our services and facilities.

Best regards,
General Management

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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