Solaz A Luxury Collection

We’re definitely coming back to see the whales. The infinity pool was the best I’ve been in, warm and with incredible views, and the food was delicious too. The hotel was spotless, the pools and views were beautiful, and the staff made the trip amazing. The housekeepers were so sweet with my special needs daughter. They moved her stuffed whales around her bed each day, and the hotel left a lovely framed message and a hand-crocheted whale in our room. When we left, they gave her a beautiful bracelet in a wooden box. Ramon, Carlos, and Alejandro were fantastic and took care of whatever we needed, including whale-watching tours, transportation, and pool arrangements. The front desk was lovely as well. I can’t say enough about the people at Solaz. Thank you all for a wonderful trip from the Powers family!

The hotel is beautiful, but my experience with the manager overshadowed the stay. I’m a Titanium Elite member who spends a lot of time at Marriott hotels, and this was one of my most disappointing service experiences. The issue wasn’t that I didn’t get the room I wanted. I understand upgrades depend on availability and management. It was the way Julio treated me. Before we arrived, I had a negative interaction with him, and the same dismissive, rude, and unempathetic attitude continued at the hotel. I was traveling with my family for my mother’s birthday, but felt like an inconvenience instead of a welcome guest. He didn’t seem interested in finding a solution or having a respectful conversation, and things felt confrontational from the start. He said the hotel had “done me a favor” by upgrading me. To me, upgrades are a core benefit of spending significant time and money with Marriott, not a personal favor. Whether one is available is a separate matter, but the way he framed it showed little appreciation for loyal guests. I was also offered a paid upgrade for nearly $2,000. When I declined, I felt he assumed I couldn’t afford it. That wasn’t the issue. I didn’t think the room was worth that price. The attitude was consistent from the call before my trip through our interaction at the hotel. Nabile at the front desk was kind, professional, and genuinely tried to help. The butler and baggage attendant were excellent too, warm and welcoming, and gave me the level of hospitality I expect at a Marriott. There are plenty of Marriott properties with similar accommodations and better service, so based on this experience I’d choose one of those instead.

We loved the pool bar food, and had a great meal at Al Pairo that we’d gladly recommend. The resort also arranged round-trip airport transportation, which I’d recommend for convenience and peace of mind. Ricardo gave us the best service at the pool all week, and we really enjoyed chatting with him. The adult pool, pool bar, and access to the beachfront were among the best I’ve seen. The resort was exceptionally clean and felt like good value for what we paid. We had a wonderful week at Solaz and plan to return next year.

I’m a Lifetime Platinum Elite member with Marriott Bonvoy, and this is hard to write after many years of traveling with Marriott as our preferred brand. We first booked Solaz, a Luxury Collection Resort, Los Cabos through the Marriott Bonvoy app. More family members later decided to join us on different dates, and we couldn’t get all the rooms we needed there, so we booked another Marriott property that fit the whole family better. While coordinating the reservations, we didn’t realize the Solaz booking was still active. When we went to cancel, we found the resort’s 14-day cancellation policy, and we were already at day 13. We contacted Marriott Reservations right away. They kindly approached the resort for us to ask if the fee could be waived, but the property said the penalty would stand and there was “absolutely nothing” they could do. This isn’t really about the fee. After years of loyalty, we’ve sometimes found flexibility and goodwill from Marriott, especially as longtime Bonvoy members. What disappointed us was the complete lack of understanding in this situation. Travelers should know that Solaz has a very strict cancellation policy, with a window much longer than the 2-3 days many hotels allow before arrival. The property may be beautiful, but check the terms carefully before booking, especially if you’re arranging family travel or plans may change.