Solaz, a Luxury Collection Resort, Los Cabos

1 star review. Not even 4 minutes on property for a birthday holiday and scammy hand off to a high pressure timeshare salesman. Not my first rodeo so blew him off but disgraceful for a supposed Marriott elite property. Disgusting.

From the moment we arrived at Solaz, the experience felt elevated, thoughtful, and genuinely luxurious. The property itself is stunning, with modern architecture seamlessly blended into the natural landscape and incredible ocean views from nearly every angle.

What truly sets Solaz apart, however, is the service.

At the pool, Eduardo stood out in every way. He was attentive without being intrusive, consistently polite, and always one step ahead of what we needed. Whether it was refreshing drinks, adjusting seating, or simply checking in at the right moments, his professionalism made our days by the pool effortless and enjoyable.

We were also so glad to see Omar again, a kind and familiar face who embodies the warmth of the resort. He is always welcoming, polite, and genuinely makes you feel remembered and valued as a guest. It is small touches like this that turn a great stay into a memorable one.

Beyond the service, everything else from the food and pool experience to the overall atmosphere was top tier. The resort strikes a perfect balance between luxury and comfort, making it easy to relax while still feeling taken care of at every step.

Highly recommend Solaz for anyone looking for a refined, relaxing, and truly first class experience in Cabo. We will absolutely be back.

We came to Solaz during spring break to celebrate a milestone: my daughter’s acceptance to a school she had worked hard to attend. This was meant to be a rare and special vacation. We chose Solaz based on our positive past experiences with 5-star Marriott properties, and specifically on a prior stay at Solaz itself — in the exact same category of room, booked through the Fine Hotels & Resorts program via Amex — which at that time was operated by a different management company. At nearly $2,000 per night, our expectations were reasonable: attentive service, follow-through, and accountability. What we encountered instead was a culture of indifference that I feel compelled to document — both to warn future guests and to surface what I believe is a serious breach of brand standards.

Before I go further, a critical piece of context that every prospective guest should understand: Solaz is NOT directly owned or managed by Marriott. It is owned and operated by Quinta del Golfo de Cortez (QGC), a Mexican company, under a franchise/brand license agreement with Marriott International’s Luxury Collection. Marriott grants that license with the explicit requirement that the franchisee operate to Luxury Collection standards. In my experience and observation, QGC is not meeting those standards — and I believe they are in material breach of what that franchise agreement is supposed to represent to guests.
The property itself is stunning, and many of the staff are genuinely friendly. That is not in dispute. The problem is systemic, and it starts and ends with execution.

Over the course of our stay, we were told on at least six separate occasions — two of them in person — that the Food & Beverage Manager would personally follow up with us regarding our requests, including reservations for Easter brunch and related activities. He never called. Not once. At check-in on Sunday, a front desk agent assured us the reservations would be handled. Later that evening, the highest-ranking employee on duty at the front desk again assured us things were taken care of. We were told notes had been entered into their system on multiple occasions, yet subsequent staff could not locate those notes — suggesting a breakdown at the operational or IT level that no one seems accountable for.

The staff, while pleasant, would not take ownership of problems. On several occasions, calls ended abruptly — hung up before the conversation was actually concluded. No callbacks. No resolution. Just a quiet hope, it seemed, that the problem would go away on its own.

This is not a 5-star experience. It is not consistent with the Marriott Luxury Collection standard, and it is a significant departure from the Solaz experience we had previously, in the same room category and through the same Fine Hotels & Resorts program, under a different management company. The people working here now appear to be either not empowered, not motivated, or not properly trained to set expectations and deliver on promises. That is a leadership failure, not an employee failure.
I do not believe the General Manager, Giuliana Torres Schernthaner, is operating this property at a 5-star level. The culture at a hotel reflects its leadership — the hiring, the training, the degree of agency given to staff, the expectations set and enforced. The weaknesses we experienced are not isolated; they reflect the team she has built, and that team in turn shapes the experience every individual staff member delivers. What I observed is a culture of avoidance: avoiding problems, avoiding follow-through, avoiding difficult conversations with guests, and hoping issues resolve themselves. That culture does not build itself. It is permitted, and modeled, from the top.
And the accountability does not stop at the GM. The full Marriott leadership chain responsible for enforcing Luxury Collection brand standards on this franchise is, from lowest to highest:

• Giuliana Torres Schernthaner — General Manager, Solaz
• Marcela Rodriguez Asfura — Area Director of Operations, Mexico and Caribbean
• Gamal El Fakih Rodriguez — Vice President of Operations, Luxury, Premium and Residences, Caribbean and Latin America
• Hugo Desenzani — Managing Director, Luxury Group, Caribbean and Latin America

Each person in this chain bears responsibility for the standards, training, and culture at the properties under their oversight.

Ultimately, Hugo Desenzani, as Managing Director of the Luxury Group for the Caribbean and Latin America, is the decision maker who authorizes this franchise to continue operating under the Luxury Collection name and who is responsible for holding the franchisee,QGC, accountable to the criteria of that agreement. That is why I am naming him specifically.

Accountability at a 5-star level means accountability by name, not by anonymous corporate structure.

I will be contacting Mr. Desenzani and the regional franchise oversight team directly, because I believe QGC is in breach of the spirit, if not the letter, of its franchise agreement with Marriott.

The service failures described here have substantially diminished the Luxury Collection brand at this location.

The franchisee should be held to a formal corrective plan with clear benchmarks, or the franchise should be reconsidered entirely.

At minimum, there should be a rigorous review of whether appropriate training, behavior, and expectations were ever made clear to the operator, because it does not appear that QGC has the operational capability to execute a Luxury Collection franchise to the standard that other Marriott franchises deliver.

When you are paying close to $2,000 a night, you expect service, accountability, ownership, and results. Most importantly, you expect the basic human courtesy of people honoring their agreements. We did not receive that here. Instead, we had to self-advocate at every turn: far more than we have ever had to at a hotel of this caliber.

My advice to prospective guests, and the honest theme of this review: I just want you to know what you are actually walking into.

The property is beautiful. The brochures are beautiful. The brand name on the door is one of the most respected in luxury hospitality that includes the Ritz Carlton.

The operating reality on the ground is not a Luxury Collection experience. Do not expect strong service. Do not expect follow-up. Do not expect the level of care that the price tag and the brand promise. Be prepared to chase down every detail yourself.

My hope in writing this is:

First, to help fellow travelers make informed decisions, especially those planning once-in-a-lifetime trips where service failures carry real emotional weight.

Second, to respectfully but clearly signal to Marriott’s Luxury Group leadership and specifically to Hugo Desenzani as the decision maker for this franchise and many others —that the oversight being applied here is insufficient, and that QGC’s operation of Solaz is actively eroding the brand equity of the Luxury Collection. A chain is only as strong as its weakest link, and there are too many weak links here for it to be coincidence.
Solaz can be the resort its marketing promises. Under its current franchisee and current leadership, it isn’t.

Always a great stay at Solaz Club. The rooms are so spacious and the full kitchen is appreciated for the week stay. We love shopping at the local grocery store, and would bring snacks and sandwiches down to the pool as the meals there can get pricey. The airstream taco truck was new to us, and we loved this for a lighter dinner one night sitting right on the beach. The pools have the best views and service at Solaz is so good, never a moment we don’t feel cared for.

My two best friends and I spent two nights at Solaz, a Luxury Collection Resort, Los Cabos and we are already talking about when we can go back.

The property itself is absolutely stunning—every detail is thoughtfully designed and impeccably maintained. Everywhere you look feels like a postcard. Our room was beautifully appointed and spacious enough for the three of us to share comfortably. The terrace was large with incredible ocean views, and the shower… truly next level.

What really made our stay exceptional, though, was the service. Every team member we encountered was genuinely kind and attentive. One of my friends is pregnant, and everyone—from the bartenders to the bell team—went above and beyond to make her feel comfortable and taken care of.

It was also my birthday, and I can honestly say I’ve never had so much cake in a three-day span! The team made such an effort to make me feel special, and I felt incredibly celebrated and grateful.

A few standout mentions:

The two gentlemen bartenders at Al Pairo bar were fantastic—fun, engaging, and thoughtful enough to remember us the next night and ask about our evening.
Roberto at the pool bar was so warm and welcoming. He took great care of my pregnant friend, made delicious drinks, and was genuinely proud to work at Solaz—it showed.
And last but certainly not least, DIEGO our artisan butler, was absolutely incredible. He checked in on us throughout our stay, was consistently kind and attentive, and truly made us feel cared for. On our final night, he surprised us by decorating our room for my birthday, which was such a special and thoughtful touch. Diego is the best—I will absolutely request him every time I return.

Thank you to the entire team for such an unforgettable stay!

A spring break trip that made all of us happy! Both parents and kids enjoyed a memorable time at the Solaz, we can't wait to come back and experience it again next year!

Amazing experience!! Santiago was very helpful and amazing customer service.

We stayed for over a week at the start of March 2026.

The good:
- Food was consistently excellent everywhere at the resort - all restaurants did an excellent job
- Attendants at the pool (Carlos and Irving) were awesome - these guys work hard and check in often
- The rooms are very nice and spacious - the housekeeping service was good though it did take until early/late afternoon for the rooms to be cleaned - even when putting the Clean Room signal on at 8:30 AM
- The pools are warm (~90 degrees F) with excellent views of the ocean - no need to go on a whale watching tour as they can be seen right in front of this resort. The tour boats are seen frequently chasing the whales a couple hundred meters in front of the resort
- The hottubs were also good and not too hot (~100 degrees F)
- The atmosphere was great - high end and sophisticated

Needs improvement:
- Communication at the resort is poor at best. We found out that a portion of the resort was booked for an event which caused the family pool to be closed pushing all of those people over to the Adults pool. As it turns out, only half of the Family pool was closed but resulted in the Adults section being very busy
- The reflecting pools by the Adults pool make no sense. They are a foot to a foot and a half deep - are these meant to swim or wade in? Why not make them actual pools?
- Value for the money - this resort does not meet expectations. Pricing is a bit much - $750 pesos for a burger and fries?
- Menus changed while we were staying but that was not communicated and the butlers did not provide the new menu's until we requested the latest
- We had requested an upgraded room and were led to believe that may be an option at check in - when we did check in, nothing was mentioned. When I followed up half way through our trip, they told us that we already had one of the best rooms available and that no complimentary upgrades were available given what we had booked - this should have been communicated to us in advance.
- We tried to order room service through the app - but that is not available at this resort
- The butlers are useless. They have no ability to address concerns.
- Noise levels around the pools got a bit much at times. The street noise inside the room was also noticeable - especially when the door was open. The bedroom closest to the street could always hear traffic noise

Wow. My husband I just returned from a four day vacation at Solaz and it exceeded all our expectations. What a beautiful setting and it didn’t hurt that we got a whale watching show from the pool deck every single day. I want to compliment so many of the employees that we met who did such a fabulous job at making us feel welcome, comfortable and well taken care of. First our waiters at the pool - Pedro, Gustavo and Rigoberto. They were all so friendly and outgoing and made sure my husband never had an empty tequila glass! Fantastic service. At the pool itself Fernando and Cesar were amazing too - what a tough job as many people bring their towels and books down early to take chairs and Fernando was very diplomatic in ensuring that he watched over how long it had been to make sure people could get chairs and communicated with us regularly to help us get a nice view - not an easy job! We had our after dinner cocktail each evening up at the bar by the Mexican restaurant and enjoyed very meaningful conversations with Francisco and Ivan about how they came to be at Solaz, and their experience there. They are quite talented at making those specialty cocktails and again, experts in true hospitality and it’s apparent that they truly enjoy their jobs. We can’t wait to visit again so please convey our thanks to all the staff! The Kellers

The workers are very efficient and kind! They ensure everything is in order and goes smoothly! Santiago was one of our waiters and did a fantastic job! Everything came out super quickly and tasted amazing!

Santiago at Mako restaurant was amazing. He was so nice and brought us a birthday treat! He gave great service and was so attentive. He was not only a server but a friend. I was a party of six and all of us loved him and wrote this together. Keep him forever!

Santiago my waiter was the greatest!! Loved it here

Amazing resort. Wonderful scenery and fantastic room. But, Jorge made our trip uniquely special by making us feel welcome and giving special attention to so many little details during our stay.

10 out of 10. Will definitely return!

First of all - don’t ruin your day by agreeing to hear the club marketing presentation. We were introduced to someone right after check in who made the pitch for us to hear the presentation in exchange for $300 of credit and 50% off at the spa. We agreed only because it was “75 minutes”. However, it was a solid 2.5 hrs! See the very bottom for a few more details. Now for the resort which was exceptional...

The resort was way more luxurious, stylish and overall much nicer than we expected. Not too many times does a resort look better in person than online. This is one of them. Our Marriott Bonvoy status gave us a great upgrade to a one-bedroom suite and free breakfast. The service is excellent and we had 2 butlers who were available by text for any needs.

Inside the room - our butler showed us how to connect our music device to the built-in speakers that were located throughout. There are 3 zones of speakers including the outdoor patio. It was a nice touch.

The one-bedroom suite comes with 2 full bathrooms, an ice maker, wine fridge, fancy coffee maker and a jacuzzi bathtub on the patio. We were impressed with the design and execution as our patio was totally private from all sides, yet an ocean view was still maintained.

What stood out were the details that elevated the experience. Binoculars were provided for great views of whales from the patio (which were very active!). Ambiance lighting, ice maker, whole gourmet coffee beans and a pool/beach bag is provided for use. Waters were provided complimentary in aluminum cans. Turn down service included chocolates. It was nice to have a ceiling fan & of course robes.

The grounds are exceptional with attention to every detail. Art sculptures, varieties of cactus, ambient lighting…. It’s all there. The design and style is seamless with the arid landscape. The rooms are tucked away, and it didn’t feel crowded at all.
Overall, I would say the vibe is more couples than families. My husband and I decided we’d leave the luxury for ourselves and not bring the teenagers here.

The infinity pools are wonderfully elevated framing the ocean views. We enjoyed the “adults only” pool. The beach level is not cluttered. Pool service is exceptional.

We enjoyed Al Pairo restaurant the most. The service was exceptional and food exquisite. Drinks were amazing and service all around was premier. I appreciated the purse / handbag racks. I also liked the luxury presentation of the bar. Everything visible was finely presented. I appreciate not seeing dirty dishes or plastic condiment trays. The pool bar had a similar vibe... the only thing visible are the beautiful bottles. Very classy.

Back to the club marketing presentation… I’m honestly surprised the hotel even allows this. I understand the property has one owner, so hotel guests are the prime target. We did attend the marketing meeting which was way longer than promised (2.5 hrs!). The sales presentation pushes for a decision “now or never”. It’s ridiculous to think anyone would commit to that kind of spending (well over $150k) without thinking about it, speaking to your accountant, etc. We wanted to take a packet of info with us (because we were actually interested in some level of it) and that was not allowed. It was really dumb. My advice - don’t waste your time with the presentation as it may leave a bad taste.

This was our forth visit here and we loved it just as much as every trip before. We stayed on the Club side and enjoyed having our own condo with laundry plus a kitchen.

This is a unique resort and built to relax, workout, and enjoy all that Cabo has to offer. The infinity pools are spacious with lower noticeable chlorine smell compared to other hotels. The whole resort is very clean - the team does a great job caring for it. The gym is lovely with a bright spacious space with both indoor and outdoor equipment. Parking on property is free which is appreciated.

We came right before Christmas and the resort was decorated for the holidays with uplifting holiday music playing in common areas. We even received a beautiful chocolate Christmas tree. It was delicious!

The team on site is amazing with top notch service.

We find the restaurants on property to be too expensive so we eat off property most of the time. Would be great if Solaz could bring restaurant prices down 15% at least, then we would gladly enjoy the on property restaurants.

Highly recommend!

The food was delicious . The room was uncomfortably noisy from the street and it really takes away from the ambiance. The resort is too expensive, not to have taken that into consideration.

My wife and I had a perfect 7-night stay at Solaz Los Cabos. I’m a Marriott Ambassador Elite and travel extensively, and Solaz stands out for its privacy, beautiful design, and consistently excellent experience. We were upgraded to a beach-view room with a plunge pool, and it was spectacular. The beach is stunning, food was excellent, and the spa was a highlight.

Big shout-out to Teresa and Gabriel (our butlers), Fatima at Cascabel, Yowany at Mako, Andrea at the spa reception, and Teresa for an outstanding spa treatment.
The only disappointment was the service at Sakugara Japanese restaurant. The food was great, but the service was subpar.

Very disappointing experience at Solaz, a Luxury Collection Resort, Los Cabos.

At check-in, we were persuaded by a staff member named Sergio to attend a “90-minute” meeting that turned into over 2.5 hours. We were told there was no obligation and promised 15% off food & beverage, which was emphasized multiple times as the only reason we agreed.

The meeting itself was uncomfortable and aggressive — we were shuffled between multiple salespeople, pressured repeatedly, and presented with wildly inconsistent offers, ranging from a $120,000 package down to a $20,000 two-stay deal, just to get us to sign something.

At checkout, we were told the food & beverage discount only applies to club members, a condition that was never disclosed. Had we purchased, the benefit would have been honored — since we didn’t, it suddenly wasn’t possible.

This is not about the money. It’s about being misled to our faces and having our vacation time taken under false pretenses. When we tried to address it, Sergio ignored us and hotel staff refused to help or escalate.

It was also clear that this property prioritizes the club and residences, not hotel guests. For the price point, there are far better options in Cabo that treat guests with honesty and respect.

7th trip to Cabo - previously stayed at Hilton, Casa Maat, Cabo Azul, Pueblo Bonita, etc. First Solaz stay. Marriott Ambassador. The room decor and layout was great for our fam of 4. 2 full baths, 3 full closets, 2 Q beds and a fold out couch, patio, full kitchen, laundry. Grounds and facilities very well-maintained. Excellent job with NYE fireworks on beach. Breakfast buffet very good (ours was included, but $60pp/daily if not).

My complaints were a VERY understaffed pool service group (yes, I know it was the holiday season) and a freezing cold main pool, rendering the hot tubs useless because they were FULL (overflowing, in fact) of screaming children under 5. Very unpleasant. We have a 12 and 17 yr old who are quiet and the "family" pool was very unpleasant due to littles constantly running, throwing balls everywhere, splashing, crying, etc. People also had lots of dogs in pool area. For a "5-star" resort at this price point, this was unacceptable. Daily pool experience diminished the overall experience. Also ordered drinks only during the mid-afternoon (2pm - off-time, not meal time) from room service, took over an hour and instead of a glass of wine, got a bottle for $100 - not ordered. As mentioned in previous review, ALL food and drink VERY expensive - expected, understood, but FYI.

This hotel is beautifully designed. We stayed at the club in a 2 bedroom suite. The rooms are gorgeous. There is noise from the highwa, so if you are sensitive to noise, stay elsewhere. The service here was mediocre for Cabo. It doesn’t compare to Las Ventana’s, Palmilla, or Esperanza. The views are pretty and rooms are all ocean view.

The vibe of the hotel is serene and quiet. No live music or entertainment at all. Hotel lacks personality and charm. Stay here for a luxurious room and peace and calm. I would come back for the right price, however there are definitely more charming luxe hotels on Cabo.