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What's going on at Solaz? Mystery surrounds one of Marriott's most aspirational resorts in Mexico

July 14, 2021
4 min read
What's going on at Solaz? Mystery surrounds one of Marriott's most aspirational resorts in Mexico
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Solaz, a Luxury Collection Resort in Los Cabos, Mexico, has abruptly closed for an indefinite amount of time.

The resort is still a relatively new addition to the Marriott portfolio in the area and had become very popular with visitors, thanks to its high-end feel, multiple pools and variety of dining options on-site. The resort also is home to a timeshare section, which also closed without warning. This news was reported earlier this week by One Mile at a Time.

The closure has been confirmed by Marriott, which provided the following statement to OMAAT and later confirmed to TPG: "The hotel has been closed due to unanticipated work that needs to be done throughout the entire 30+ acre complex and to enable that work to efficiently proceed. Our guests have been relocated to other luxury hotels in the Marriott portfolio located in Los Cabos. As always, our number one priority and primary focus is our associates and guests. The Solaz is still part of our portfolio, but we are currently not taking reservations for future dates and are reaching out directly to guests with existing reservations to assist with rebooking."

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(Photo by Melanie Lieberman / The Points Guy)

Neither the hotel nor the timeshare portion is bookable on Marriott.com, with both turning up a "Sold out" result when searching for availability on any day through the end of the schedule.

(Screenshot courtesy of Marriott)

The hotel's proprietary website also displays a banner message on the bottom of the page that reads: "The hotel is currently closed to address immediate and unanticipated infrastructure needs. Guests are being contacted directly to assist with rebooking existing reservations."

TPG spoke with Marriott to find out more, but there's not much concrete information at this point. A Marriott spokesperson did confirm the reason for the closure and that the hotel remains in the Marriott portfolio. However, the chain does not know when the hotel will reopen, as it is "still assessing the situation at the property and cannot comment on specifics or give a timeline."

(Photo by Melanie Lieberman / The Points Guy)

Predictably, the sudden closure has led to confusion and disappointment among guests and timeshare owners alike. Marriott has reiterated that it's working with guests to find solutions for accommodation and "minimizing disruption."

TPG has received reports from several readers detailing different experiences. TPG reader Brian English wrote in to say he is "in the process of trying to figure out another accommodation with Marriott," though also noted the chain had not proactively reached out to him to notify him of the closure.

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Another reader, Diana Amedy, who had booked two timeshare suites and seven hotel rooms for a group of friends, said she hadn't received any word from Marriott on the closure. She went on to say that she and others she knows "reached out to Marriott and the response was consistent across the board; it is business as usual and rooms can be booked."

Of course, the hotel can't figure out a solution to everyone's existing reservation at once, given there are likely hundreds over the next several months. It's likely they're moving chronologically, with those who have reservations in the coming days and weeks taking priority over those who have reservations several months down the line.

(Photo by Melanie Lieberman / The Points Guy)

The Marriott spokesperson told TPG that "guests who are reaccommodated will either receive a refund in the difference of points, if [the] reservation is a redemption booking. If it is a regular booking, rates will be adjusted accordingly."

Hopefully, we'll learn more about the timeline of the closure in the coming weeks, but right now, it seems neither the hotel itself nor Marriott knows just how long the fixes will take. In the meantime, make sure you check in frequently on your reservation and perhaps rebook yourself at one of the other Marriott properties in the area -- such as the JW Marriott Los Cabos -- while you wait to be contacted by the hotel and Marriott to work out a solution.

This is a developing story, and we will update it when we learn more information.

Featured image by (Photo by Melanie Lieberman / The Points Guy)
Editorial disclaimer: Opinions expressed here are the author’s alone, not those of any bank, credit card issuer, airline or hotel chain, and have not been reviewed, approved or otherwise endorsed by any of these entities.

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    The Points Guy Exclusive Offer: Earn 150,000 Membership Rewards® points after you spend $15,000 on eligible purchases with the Business Platinum Card® within the first 3 months of Card Membership.

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  • Annual Fee

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  • Recommended Credit
    Credit ranges are a variation of FICO© Score 8, one of many types of credit scores lenders may use when considering your credit card application.

    670-850
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Why We Chose It

It's hard to find a card that competes with the mile-long list of benefits that come with the Amex Business Platinum. While it's certainly not the card for the average consumer, a business owner with tons of expenses -- especially related to travel -- will find this card incredibly valuable. This card is similar to the consumer version that Amex offers, but with more business-oriented perks around statement credits and earning rates that are a better fit for business owners.

Pros

  • An up to $100 credit for Global Entry or TSA PreCheck application fee every four to five years
  • Up to $400 annual credit for eligible U.S. Dell purchases (enrollment required)
  • Gold status at Marriott and Hilton hotels (enrollment required)
  • Access to the Fine Hotels & Resorts program and Hotel Collection
  • Extended warranty protection
  • International Airline Program and Cruise Privileges Program

Cons

  • Steep annual fee
  • Difficulty meeting $15,000 welcome offer for smaller businesses
  • Limited high-bonus categories outside of travel
  • The Points Guy Exclusive Offer: Earn 150,000 Membership Rewards® points after you spend $15,000 on eligible purchases with the Business Platinum Card® within the first 3 months of Card Membership.
  • Get 5X Membership Rewards® points on flights and prepaid hotels on amextravel.com, and 1X points for each dollar you spend on eligible purchases.
  • Earn 1.5X points (that’s an extra half point per dollar) on eligible purchases at US construction material & hardware suppliers, electronic goods retailers and software & cloud system providers, and shipping providers, as well as on purchases of $5,000 or more everywhere else, on up to $2 million of these purchases per calendar year.
  • Unlock over $1,000 in annual statement credits on a curation of business purchases, including select purchases made with Dell Technologies, Indeed, Adobe, and U.S. wireless service providers.
  • $200 Airline Fee Credit: Get up to $200 in statement credits per calendar year for checked baggage fees, lounge day passes, and more at one selected airline.
  • $189 CLEAR® Credit: Use your Card and get up to $189 back per year on your CLEAR® membership. CLEAR® is available at more than 50 U.S. airports and stadiums.
  • The American Express Global Lounge Collection® can provide an escape at the airport. With more than 1,400 airport lounges across 140 countries and counting, you have more lounge location options than any other credit card on the market as of 9/2021.
  • $695 Annual Fee.
  • Terms Apply.