Ratings based on 42 Verified Reviews
They paid and stayed. We double-checked.
4.6 Room cleanliness
4.2 Service & staff
4.4 Room comfort
4.1 Hotel condition
They paid and stayed.
for Everyoneby A verified traveler
Not going backPosted Apr 2, 2013
The hotel staff is nice and friendly but the food is terrible. Especially breakfast. There are very few choices and only one place you can have it at. Pretty much it is either eggs or pancakes. The lunch menu is nice and dinner menu is okay. Lunch and dinner food is very good quality but has very few options. Alcoholic beverages have almost no alcohol in them. As to the various animals being kept there, they certainly do not live in the most ideal conditions. It is actually quite sad to look at them. The lions, the pumas, the monkeys and the wolves (or maybe they were grey foxes) have very little space to roam. They are very frustrated and they move back and forth in their cages. Same goes for the birds and for the crocodiles. They now have a lion cub and a jaguar cub. They don't really let them run around but try to convince you take pictures with them. The keepers hold them in their hands all the time and the poor things get tired from being exploited. This seemed like animal abuse to me. The music from the night entertainment is very loud and if you are staying by the Lobby Bar, you might get annoyed since this is happening every night. Again the music is blasting and the animal spaces are right next to the Lobby Bar. I can't imagine them being comfortable there.
close to Playa De Carmen / TulumPosted Nov 1, 2012 on Hotels.com
Hotel was gr8. but no beach. Photo show's a beach..But no swimable. Which was a bummer. because that's why I picked it
for Everyoneby Alejandra from California, USA
You'll get a jungle experience in this hotelPosted Jul 29, 2012
Front desk service is too slow. We had to call in for towels 4 times, it took over 2 hours to get them. We also called to have the tv replaced, a/c serviced and lights fixed. Also our room access key was inactivated after 3 days. We had to go to the front desk to reactivate. The meals are not that good and were super expensive. Breakfast buffets were $30 dollars, and items on the menu ranged between $15 to $40 dollars a plate. If you are planning on staying there, make sure you have a lot of mosquito repellant or you will be eaten alive.
for Everyoneby Sonya from Wells, ME, USA
This place is paradise!Posted Mar 13, 2012
Pros: The jungle atmosphere, privacy and relaxation.
Cons: That I couldnt stay forever!
Location: A SLICE OF HEAVEN! It was quiet! Restful! Spectacular!
This place was paradise! I never wanted to leave. I would go back there in a heartbeat! The staff was extremely pleasant and helpful. The food was spectacular. The drinks were plentiful and delicious (still trying to duplicate the Riviera Maya drink!). If you need to be entertained, this place is not for you. If you want a tropical paradise, relaxation and to be treated like royalty, this is the place to be! We took a day trip to Playa Del Carmen (30 minutes north) and Cancun (2 hours north). Ugh, city! Hated it. At Xpu-Ha, Bel Air, it was jungle and heaven! We saw lots of wildlife (fell in love with the Coatimundi and raccoons!). There are 3 Manatees that live in the Cenote you can snorkle and kayak in. NO BUGS!!!!! Our room was clean (and I have a very high expectation of cleanliness)! I cant say enough about this place. I wonder what they'd charge for me to become a permanent resident! I wanted to stay forever! There was a lot of walking, but, you could take the golf cart transportation. Believe me, with the amount of food and alcohol you consume, you NEED to walk! I power walked to the beach and back every morning!
for Everyoneby A verified traveler
Nice stay for a few nights.Posted Mar 6, 2012
Pros: the balcony, the kids pool
Cons: waiting for the bill, check-in
The rooms are large and have wonderful balconies with a hammock. The beds are comfortable and there's plenty of warm water in the shower. The resort is very large, so there's a lot of walking to get to the beach and restaurants. There are trams, but they only seem to come by if you call them. You can also pick up free bikes to get around the property. There isn't much beach at all, it's washed away. The pool is gorgeous, and it's got an awesome kids pool. My 3 year old LOVED it! The food was ok... but the service left a lot to be desired. I did not like that you have to wait for the bill even though it's all-inclusive (except tips- hence the bill). Reception clearly had my reservation and a room for us, but then gave me a hard time b/c I didn't bring the specific confirmation number they needed. Huh? You already have the reservation! It took him a while to sort that out. Definitely not the speediest check in. Overall, you can't beat the value for the price. We only stayed 2 nights, and that was enough.
for Everyoneby Mark from Detroit
choose with cautionPosted Mar 4, 2012
Pros: pool grille
Cons: food options
Location: Pretty far from Playa Del Carmen; 85 dollar cab rate, round trip, 5 people
We knew that the hotel was damaged by a hurricane and only half was repaired,but we vastly underestimated the extent of what was repaired and how much was still left damaged.The hotel had ONE restaurant by the pool and only half of the building was open every day/night.The food choice was minimal when a buffet style was offered and most nights, only an a la carte menu was offered.This restaurant was never busy but the service was horrible and many people were disappointed.I think the administration heard about that and the service did improve.There was a small sushi bar open near the pool,but only big enough for about 20 people.The best food available was an afternoon grille at the pool which was excellent.The pool bar staff was friendly and the drinks were good.They had a great kids pool with a kids club, which was next to the adult pool.The property was deserted and sometimes it felt like we were the only ones around .There was no useable beach.A giant fence with green privacy inserts,about 30 feet tall,was erected right next to the south-west side of the pool and restaurant area,starting at the ocean/beach area and running toward the middle of the property for about 1000 feet.This was to separate/hide the damaged half of the property that was not repaired. It didnt ruin our vacation but what a detriment to the tropical atmosphere of the hotel.We had a good time despite the shortcomings,but it was a crime to charge for all-inclusive food, and the resort,at best,was a 2 star
Recommendedby A verified traveler from South Carolina,USA
Bel Air Collections..Xpu-Ha Needs Some ImprovingPosted Feb 25, 2012 on Hotels.com
Not a place if you want a beach.However there is a gorgeous beach a couple of hundred feet off the property.Property is large and requires a fair amount of walking.Rooms are wonderful and the bed even more so.Staff is fabulous and most speak good English.On property activities program needs considerable improvement as does the food.It was all buffet during our stay and it had it's moments of confusion.Two great places to eat and spend time on the beach south of the resort....Al Cielo and The La Playa Restaurant and Beach Club.Al Cielo an absolute must. Would consider the Bel Air again.They have the makings of a great place.Right now they are encountering some newly opened growing pains and their website needs to be upgraded.
for Everyoneby Guy,retired from Montreal, QC, Canada
Lost paradise...Posted Feb 20, 2012
Cons: lack of minimal experience
Location: lots of trees,pathways. several years ago,had a mini zoo...safari type of environmemnt...
I have traveled to 46 different countries. Probably ten times to Mexico since 1966. This hotel unfortunately is not managed in an efficient manner. There apparently is no management, or staff was not sufficiently trained before re-opening last october.. So nobody seem to know what to do and how to be efficient. The physical site has a lot to offer but the clients will have to show a lot of patience untill this hotel reach optimum performance. I intend to keep in touch with one of the staff to be informed of the changes and progress of their operation.
for Couplesby lina from montreal
excellent hotelPosted Feb 9, 2012
Pros: the room is like house inside the forest.
Cons: no beach
Location: excellent hotel
we stay in this hotel 9 nights, it is very good hotel, nature , clearn and comfortable. good landscape. swimming pool is big and clearn. but this hotel has not beach. the other things are very good. I will recmmend this hotel to my friends.
Not Recommendedby A verified traveler from SHELTON,WA.
Not what I thoughtPosted Jan 17, 2012 on Hotels.com
the food was not very good,the beach was bad,not all inclusive like they said.