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

The Points Guy logo The Points Guy 7/14/2021 Nick Ellis
a group of people sitting on a bench next to a body of water © Provided by The Points Guy
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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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a long bridge over a body of water: (Photo by Melanie Lieberman / The Points Guy) © The Points Guy (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.

graphical user interface, text, application, email: (Screenshot courtesy of Marriott) © The Points Guy (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.”

a bedroom with a bed and a chair in a room: (Photo by Melanie Lieberman / The Points Guy) © The Points Guy (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. One reader wrote in to say he is “in the process of trying to figure out another accommodation with Marriott,” while another reader, who had booked two timeshare suites and seven hotel rooms for a group of friends, has had a different experience, noting that 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 Points Guy (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 Melanie Lieberman/The Points Guy

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Editorial Disclaimer: Opinions expressed here are the author’s alone, not those of any bank, credit card issuer, airlines or hotel chain, and have not been reviewed, approved or otherwise endorsed by any of these entities.

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