Solmar is a company totally “money-centered” and not customer focused.
Everything started even before we got there…
First our flight got cancelled because of Tropical Storm Lidia, and Solmar (1) didn’t want to cancel our stay without charging us a cancellation penalty of $214. If we rescheduled for two days later, they wanted to increase the overall price by over $200 even though the price showing on booking.com was the same as what we already committed to pay for the later dates. We had to spend a whole morning calling them and booking.com to figure it out…. Such a waste of time. After booking.com fought for us with them they finally kept the announced price. But it was more time wasted (about ¾ of a day on the phone). Detail: During those 2 days of storm their staff stuck in the resort for 2 days, because everything was flooded, which means, they wanted us to go to Cabo to never be able to make it to the resort and put our lives at risk.
OK, so finally the booking was figured out. We were supposed to fly to Los Cabos the day right after the storm passed. The day before we called the Solmar to ask if the roads from the airport to the resort were OK. (3) They said everything was fine, the roads were open and working… The next day we had the unpleasant surprise of spending 4hrs from the airport to the resort (it was supposed to take 45min). The direct hwy was closed because a bridge fell, the secondary road was horrible, some parts were covered in mud, broken, with big holes and bumps… It was horrible. We could see big trucks (semis) stuck all the way up in mud… On top of that: (4) The airport had NO FOOD when we arrived, only alcohol. People from Solmar didn’t offer any kind of snack, nothing! (5) In the middle of all the mess their shuttle driver was texting and talking on the phone while driving.
(6) By the way, an observation: a big part of the Solmar staff doesn’t speak English at all or speak English very poorly. Including their shuttle drivers….
OK, we missed lunch on our first day and were exhausted….
So after dealing with their rude front desk staff and making our check-in, we got to our room. (7) Our room was dirty (see pictures) and it was (8) in front of a facility with a lot of noisy machines. We had to fight again with the front desk staff to change rooms…
They finally moved us to another room. This room: (9) The air conditioner didn’t work properly, so we had 3 guys in our room until almost midnight trying to fix it, and they didn’t. Besides wasting the whole afternoon in their crazy shuttle, we wasted the evening trying to fix the air conditioner… (10) By the second day we were there they started construction in 2 rooms, one right by our right and one right by our left. There was construction noises the whole day, no way to take a nap on your vacation, and awful painting and other chemical products smells the whole time. (11) On the first night we also met a cockroach on my pillow. By the way, the whole resort is full of cockroaches. When you walk around in the evening you see them everywhere.
(12) Their furniture is built for giants. I’m 5’3” (I know, on the shorter side) and I’m pregnant. I literally had to climb the bed every time. Imagine doing that during the night all the times I had to pee? I asked for 2 stepping stools, 1 for the bed and 1 for the sink, (13) it took them 2 days to give me some, we had to ask at least 5 times. Their shower was also built in a hard way to get in and out.
(14) Rooms service: we were there for 5 nights. They changed our towels 2 times. Also they don’t have signs to put at the door, so they just walk in whenever they want, you can be naked, sleeping, or doing other things (this happened to us; they couldn’t hear us yelling to wait so they just opened the door of our room)… They also don’t provide Hair Conditioner, bring your own.
(15) Restaurants: They say they have 3 restaurants, but the truth is that only one is open the whole day (7am – 10pm) and the Menu is always the same.
(16) On our 4th day there I got a gastrointestinal infection from something I ate at Solmar. (We only ate there because we had an all-inclusive package). Because of that we missed lunch, dinner and the night. Yes, that’s right, I had to spend the night at the hospital. So another day wasted plus $3500 bill from the hospital. Out of our 5 days there, the hotel made us waste 2. I’m still on 3 different medicines because of that.
(17) So, another incident was that their handbook says that Solmar guests can use Playa Grade facilities, that are a LOT nicer by the way. So we spent most of our time there. One day, we asked the server by the pool bar if we could order from their bar, because we were staying at Solmar and had all-inclusive, not at Playa Grande. The guy asked specifically which hotel we were at and then said: yes sure, it would be covered in our all-inclusive. So we ordered 2 non-alcoholic smoothies. After we were done with our smoothies this other guy shows up, super rude, telling us that we have to pay. We were inside the pool, no credit card, no cash, we were super far from our room that was in another resort. We explained the situation, that we asked the first guy, but because their English is always bad this guy just left us talking to the air. (They do this a lot there, when they don’t understand they just leave). OK.
When we were checking out we had the surprise to receive a bill for those smoothies from the front desk Juan Carlos (VERY RUDE). The bill was 16 dollars! We explained the situation and he was just rude, his argument was that the information was on the paper we signed on the first day. I said: “no it wasn’t, show it to me”. Obviously it wasn’t. Then he argued that the person that made our check-in told us, but the that’s not true, they never even mentioned the Playa Grande, we learned we could go there from their handbook that was in our room. His final argument was that we were supposed to know and period. I asked him: “How are we supposed to know if even your employees clearly don’t know?” Anyways, he was so rude, he forced us to pay or they wouldn’t authorize the shuttle to take us even though we had already paid for the shuttle. We already had lost one shuttle, so we ended up paying just to get out of there.
Anyways, Cabo is nice and it was good to have some time off. But Solmar is NOT the place to go!
One bright point: All their staff, except for the front desk staff, are really nice and friendly.
- Official Description (provided by the hotel):
- This intimate Oceanfront Resort is blessed by one of the most enchanting and romantic locations in Baja California. Granite cliffs hide the property from the outside world, yet the sights and sounds of Cabo San Lucas are but a 10 minute stroll away. You can spread your towel on the white sands of Solmar beach and soak up the sun in private comfort, grab a snorkel, a fishing pole or chose from a long list of other activities the Pacific Ocean has to offer, or shop, dine, then dance the night away at one of the many hotspots in Cabo San Lucas. Solmar Resort truly offers the best of both of worlds - unmatched privacy in an extraordinary natural setting. In every sense, it is the most Cabo Resort in Cabo San Lucas. Like all properties in the Solmar Hotel & Resort collection, the Solmar Resort is exclusively suites with kitchen facilities, private balconies, marble floors, granite countertops and fine linens. Solmar Resort offers the option of Bed & Breakfast plan and all inclusive package as well. ... more less
- Reservation Options:
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- Also Known As:
- Solmar All Inclusive Resort And Beach Club
- Solmar All Inclusive Resort & Beach Club Hotel Cabo San Lucas
- Solmar Hotel Cabo San Lucas
- Cabo San Lucas Solmar Hotel
- Solmar Cabo San Lucas
- Solmar Resort Cabo San Lucas, Los Cabos