Ratings based on 653 Verified Reviews

3.5 out of 5
70% of guests recommend
4.0 Room cleanliness
3.8 Service & staff
3.8 Room comfort
3.4 Hotel condition
Expedia Verified Reviews
3 out of 5
Recommended
for Everyone
by A verified traveler from Northville, MI

Good hotel, good pool, good beach

Posted Mar 4, 2017
Pros: Pool, beach,
Cons: Toilet didn't flush properly, and created problems during stay. Staff didn't/couldn't fully fix it. Internet bandwidth was very poor, no YouTube.
Location: Nice little cafe' across the street.
Overall the experience was good. The highlights were the pool and the beach.
Comment from Hotel Management
Mar 6, 2017 by General manager, Hotel Management
Dear Guest. First of all, I would like to thank you for choosing Bel Air Collection Resort & Spa Cancun, as the preferred option to spend your recent holidays as well as, by letting us know about your inquietudes. We attach a great value to your comments and they are always taken with our maximum interest. We carefully reviewed and studied your observations about accommodation so we would like to express our most sincere apologies by inconveniences you may have experienced during this visit. Either way, we will determine a prompt supervision to these subjects you have mentioned in order to perform the pertinent corrections and prevent future occurrences. We would be more than happy to have the opportunity to welcome you back to our hotel to show you how to benefit to the max the wide variety of options our complex has to offer. Best Regards, Roberto Díaz General manager.
3 out of 5
by A verified traveler

Posted Mar 2, 2017
Cons: They are renovating area of the hotel to spruce it up, so most mornings that we decided to get a sleep in, we woke up to Reno works, that was annoying
For the amount of money spent, I did expect a little more. The Breakfast food was really disappointing, but the staff at the hotel were really helpful and house keeping was fantastic. Most days when we came back to the room they had fancied up the room by making swans out of the towels or seashells .. it was kind of an awesome surprise.
Comment from Hotel Management
Mar 6, 2017 by General manager., Hotel Management
Dear Guest, first of all we would like to thank you for your comments and for taking the time to let us know your disappointment, your comments are highly appreciated since they help us to improve our areas of opportunity. We find ourselfs in a remodelation process and we offer you an apology for any inconvenience that this may caused you, we would like to apologize for all the inconveniences during your stay with us. Our commitment provide the best service for that reason we are verifying the details mentioned in order to meet their needs and fulfill your expectations. We will share them with the persons involved in order to prevent these situations happen again. Many thanks for your valuable feedback. Cordially Roberto Díaz General manager.
2 out of 5
by A verified traveler from Arg.

Beach really nice. Pool ok. Room ok. Rest horrible

Posted Feb 26, 2017
Bad. Common areas are horrible. I bought breakfast included and it was a lie. Real breakfast had to be paid additionally.
Comment from Hotel Management
Mar 6, 2017 by General manager., Hotel Management
Dear fedemelo, Thank you for taking the time to write to us about your experience which helps us improves our services day by day. We're glad know that you enjoyed our comfortable facilities, and especially the service that our staff provided. On the other hand it serves us much to read your comments with regard to our gastronomy. We regret that on this occasion it was not of your total satisfaction. Your comments will be taken into account to improve the quality of our dishes. We hope that in the near future you give us a second chance to provide you the excellent service that Bel Air Collection Resort & Spa Cancun Best Regards, Roberto Díaz
3 out of 5
Recommended
for Everyone
by A verified traveler

Small quiet destination

Posted Feb 19, 2017
Overall we enjoy staying here. Need improvement with experienced wait staff, upkeep of pool and rooms.
Comment from Hotel Management
Feb 27, 2017 by General manager., Hotel Management
Dear Guest, first of all we would like to thank you for your comments and for taking the time to let us know your disappointment, your comments are highly appreciated since they help us to improve our areas of opportunity. We find ourselfs in a remodelation process and we offer you an apology for any inconvenience that this may caused you, we would like to apologize for all the inconveniences during your stay with us. Our commitment provide the best service for that reason we are verifying the details mentioned in order to meet their needs and fulfill your expectations. We will share them with the persons involved in order to prevent these situations happen again. Many thanks for your valuable feedback. Cordially Roberto Díaz General manager.
1 out of 5
by A verified traveler from usa

Posted Feb 14, 2017
When I arrived to stay I had to wait more than 2 hours and when I left the hotel I had to wait also for more than 2 hours I almost lost my flight, the hotel is neglected
Comment from Hotel Management
Feb 17, 2017 by General manager., Hotel Management
Dear Guest, first of all we would like to thank you for your comments and for taking the time to let us know your disappointment, your comments are highly appreciated since they help us to improve our areas of opportunity. We find ourselfs in a remodelation process and we offer you an apology for any inconvenience that this may caused you, we would like to apologize for all the inconveniences during your stay with us. Our commitment provide the best service for that reason we are verifying the details mentioned in order to meet their needs and fulfill your expectations. We will share them with the persons involved in order to prevent these situations happen again. Many thanks for your valuable feedback. Cordially Roberto Díaz
4 out of 5
Recommended
for Everyone
by A verified traveler from Ontario, NY

Check your room before unpacking!

Posted Jan 25, 2017 on Orbitz
Pros: See previous comments. I would recommend people check their room first before unpacking for hot water and things that don't work.
Cons: Please leave towels every morning when the room is cleaned. When people come back from their activities or the beach, they want to take a shower!
Location: We enjoyed a long walk, went to El Rey, went to the museum, Navios, the store across the street - other activities were an easy taxi/shuttle ride.
Very ambivalent feelings about this hotel. The first evening was terrible. Our room wasn't ready on time, after traveling since 4am when we did get to another room there were no towels, no hot water, the safe didn't work and the shower handle came off in my husbands hand, room service was impossible to communicate with (and we only wanted a pizza) so we gave up, we were supposed to have a balcony and didn't, it was a long wait every time we went down to the desk for another issue. We had to call and ask for towels every day we were there and wait for hours for them. Saying that, on the positive side - we were upgraded to a ocean view room, Andres at the desk went up personally to address our issues, even though it was the day after, we did get a nice room with everything working and a small balcony. We had most of our meals at the hotel - every meal was delicious! The staff in the hotel and in the restaurant were very friendly and we totally enjoyed talking with them. The concierge were amazing and very helpful. The pool was so refreshing and great to swim in. The pool bar and staff were great - very hard working people and fun to talk with. The beach was very well cared for and it was lovely to wake up to the sound of the ocean surf.The hotel was in walking distance to a store, restaurant and historical sights. The fitness room was very nice to use and very clean. The bed was very comfortable. After the first night - we had a great time!
Comment from Hotel Management
Jan 30, 2017 by General manager., Hotel Management
Dear guest, thank you so much for choosing Bel Air Collection Resort & Spa Cancun and for taking the time to let us know your experience with us, your comments are highly appreciate to improve our areas of opportunity. We are glad to know that you spent a great time here and enjoyed of our service. We hope that you will return again very soon and create more memorables moments. Many thanks for your valuable feedback. Best regards Nelly Sánchez General manager.
5 out of 5
by Eric

Posted Jan 10, 2017 on Hotels
Comment from Hotel Management
Jan 30, 2017 by General Manager, Hotel Management
Distinguido Huésped, Estamos más que orgullosos por la confianza que ha depositado en nosotros al habernos preferido una vez más como destino vacacional. En Bel Air Collection Resort & Spa Cancun más que un hotel somos una gran familia donde trabajamos con el corazón para hacer de las vacaciones de nuestros huéspedes momentos únicos e inolvidables. Esperamos poder darle la bienvenida muy pronto será un placer atenderle como se merece. Cordialmente, Nelly Sánchez Gerente General.
4 out of 5
by A verified traveler

So So

Posted Jan 3, 2017 on Hotels
So So
Comment from Hotel Management
Jan 11, 2017 by General Manager, Hotel Management
Dear Guest Thank you for taking the time to write and share your recent experience at Bel Air Collection Resort & Spa Cancun. We hope to have you back, allowing us the opportunity to provide you again with a wonderful and memorable experience. Sunny Regards, Nelly Sánchez General manager.
3 out of 5
Recommended
for Everyone
by A verified traveler from Toronto

nice pool, nice beach, old hotel

Posted Jan 2, 2017
it is not a party spot so basically nightlife is not existent at hotel but thats not a bad thing. you get to enjoy with your companion or go out into the city. u catch bus right in front of hotel for $1 and yes it is safe. pool and beach are awesome
Comment from Hotel Management
Jan 4, 2017 by General manager., Hotel Management
Dear Guest, first of all we would like to thank you for your comments and for taking the time to let us know your disappointment, your comments are highly appreciated since they help us to improve our areas of opportunity. We are very concerned by what sounds like a disappointing visit at our hotel, we would like to apologize for all the inconveniences during your stay with us. Our commitment provide the best service for that reason we are verifying the details mentioned in order to meet their needs and fulfill your expectations. We will share them with the persons involved in order to prevent these situations happen again. Many thanks for your valuable feedback. Cordially Nelly Sánchez General manager.
5 out of 5
by Sharath Kumar

Posted Dec 28, 2016 on Hotels
A very nice hotel with all the amenities required. The hotel has a great infinity swimming pool. Also the service in all areas is just great. Would definitely recommend for anyone who has a plan to stay in the hotel area. Also have 24 hr bus connectivity.