Grand Solmar Land's End Resort & Spa

We stayed at the Grand Solomar in April over spring break for four nights with our family of four. Our kids are 3 and 6. Ultimately the extremely poor service overshadowed our experience with the hotel. The service would have been bad for an American hotel, but for a Mexican hotel, it's simply inexcusable. It was clear that the hotel staff was untrained. Every single employee we interacted with did the bare minimum. Here are a few examples of various interactions: It all started at check in. We arrived and were excited to be there. The hotel is beautiful and the weather was perfect. We went to check in and our room was not ready. My husband asked if they would call us when it was because we wanted to go to the pool and have some lunch. The front desk worker said something like "why don't you just come back here around 2pm and check back." What? You can't call us when our room is ready? After too much back and worth, he finally agreed to "try" and give us a call. We thought that was weird but moved on and enjoyed our day. When our room was finally ready, he headed up to grab the keys. The front desk handed him the room key and a map, but never went over where anything was, what restaurants served breakfast etc. Again, not a huge deal, but very much unlike any other Mexican hotel. Fast forward to the next afternoon, we are in dire need of coffee. We go to the little store near the lobby and they inform us they don't sell coffee. They don't say "we dont sell coffee here, but check out XXXX places." They don't know where they sell coffee at the hotel. Really?? Ok, so now we head to the front desk to ask them. They inform us that there is a coffee cart. (That would have been great to point out during check in, for example.) We head to the coffee cart, and there is a sign saying "be back in 20 minutes." We head back to the front desk and ask them if they know when it will reopen. They don't and are unhelpful. We then head down to la roca. When we ask La Roca to make us coffee, they say they don't serve coffee. We tell them we had coffee there this morning at breakfast. An employee heads to the back to ask someone else. He comes back and says "what would you like?" We tell him a vainlla latte. He then tells us they dont have flavors. We tell him they do since we got one this morning. He heads to the back again. Then he returns and says he can make it. After 10 minutes of standing there, he returns saying he doesn't know how to work the machine. Then my husband has to come back with him to help him. Again, you can see that you have multiple hotel employees that are untrained or not proactive in fulfilling a basic request. Later that day, we are getting ready for dinner and the kids are hungry. I call the front desk and say "hi, can you move my reservation at La Roca from 6pm to 5:30p." The front desk man asks me several questions, claims to not find my reservation, places me on hold, then finally finds my reservation. After this long 10-minute interaction, he says "La Roca doesn't open until 6pm." Soo, why didn't you say that when I asked the question?! Why keep me on the phone for 10 minutes and 20 questions? Again, the staff is untrained. Another example is by the pool. We order lunch for the kids. 35 minutes later, lunch hasn't arrived and the kids are complaining. We check in with our waiter. He says "well, it's lunch time. very busy." He doesn't say "I'm so sorry, let me check" or "It will be out in the next 5 minutes, can I grab them something to hold them over?" To me, this is an unacceptable interaction with a waiter at this type of resort. They do the bare minimum. There were several other examples, but you get the point! The last thing i'll say is this resort is not kid friendly. For example, they don't allow kids younger than 14 in any hot tubs. I was sitting in the hot tub with my 6 year old at 6pm when it was cold outside and a manager came over to us and made him get out. We have stayed all over cabo, and i have never seen a resort that doesn't allow a child to be in a hot tub with their parents. It meant I had to get out too. So, be prepared to be dragged out of the hot tub if you have a child with you. There also is no kids menu or crayons etc at any of their restaurants. Only after asking if they had anything for kids, did the waiter give us some verbal options like pasta. Again, I'm with a 3 and 6 year old and you don't automatically share kid options? The staff is just not it.

From our first steps into the hotel to our departure, the front reception staff was lovely. Brian welcomed us with such kindness and patience, and provided us with a lot of helpful information. Loved our breakfasts at LaRoca. Fernando made our day/visit with his attention to detail, fabulous personality, and customer service skills. By day 3, he had our drink order ready as soon as we sat down. He helped us pick our meals with great knowledge. Cristal took over when Fernando was off, and was fantastic as well. Fernando had informed her of our preferences, and she ensured everything was ready upon sitting down. She, too, was attentive and her sunny smile contagious, and we appreciated the service by Freddy. Natalia was sweet and lively, and agreed to be my partner for cornhole. We also had a great time with her and her partner (David?) during Karaoke. What a fun night that was! Anabel provided one of the best massages I've ever had. She watched me walk and asked what issues I was having. After a massage from her, I had no hip pain the rest of the week, and the shoulders felt less tense. Jorge at LasBrisas gave such great service during an afternoon of cards, that we switched our dinner reservations. Hotel was not too filled, so no issues getting chairs by the pool. Food and alcohol were very tasty. However, only sauvignon blanc and chardonnay were covered by the all inclusive. My friends only drink pinot grigio and paid $50 US for a bottle that did not taste light and crisp. $50 US for pinot grigio is a bit steep too when you're Canadian and paying the exchange. A hot environment like that should have a pinot grigio type wine as part of the all inclusive. The onion rings at the sports bar are outstanding and made for a great late night snack. I will always give a point off as I wish the entertainment at night could go until at least 11 pm. With the sidewalks rolling up at 9 am, it feels like the fun is just starting with people getting up to dance, and you hear, this is the last song. The country singer was so great to listen to. Overall, beautiful hotel with great service, views, spa, and nice gym with plenty of free weights and equipment. Easy walk to the marina.

Viví and Lupe were amazing! My kids had a great time cooking in one of the resort kitchens and doing crafts. The price is also great and a really good value.

Enjoyed the activities provided by the team. Natalia, Jair and Jorge brought energy and positivity. They really encouraged the guests to participate. So glad the resort provided this.

Natalia from the new entertainment staff is outstanding! Make sure you try the water aerobics when she’s instructing; it is so much fun regardless of how in shape or how old you are. Francisco the pool server took such good care of us. Each day he made sure we had everything we needed including moving our umbrella around so we didn’t die in the sun 😎🔥