Ratings based on 290 Verified Reviews

3.5 out of 5
72% of guests recommend
4.0 Room cleanliness
3.9 Service & staff
3.8 Room comfort
3.3 Hotel condition
Expedia Verified Reviews
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.
3 out of 5
by A verified traveler from Seattle

On the beach. Beautiful views

Posted Dec 24, 2016
Check in took about an hour. Service on the beach was poor. Facilities are old. Friendly staff. Affordable
Comment from Hotel Management
Dec 27, 2016 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
Recommended
for Everyone
by A verified traveler from Guatemala

Nice place

Posted Dec 5, 2016
Nice place, close to everything, the beach is special and very calm, the food is good and in large proportion
Comment from Hotel Management
Dec 6, 2016 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
Recommended
for Everyone
by A verified traveler

Posted Nov 28, 2016
Pros: Friendly courteous staff. Sunset reception on 6th floor
Cons: Hotel is older, with some areas under renovation.
Located in quieter area of Hotel Zone in Cancun. Friendly courteous staff. Sunset reception on 6th floor
Comment from Hotel Management
Nov 29, 2016 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.
2 out of 5
by A verified traveler from US

Old facilities

Posted Nov 27, 2016
Pros: Just close to airport and beach.
Cons: Improve facilities.
Location: Nothing around there. You need to out by taxi or bus.
Water basin was clogging. Some other rooms' noise echoed terribly in mid night. Towel was provided only one.
Comment from Hotel Management
Nov 29, 2016 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.
2 out of 5
by A verified traveler from US

Broken AC and non-cooperative staff

Posted Nov 19, 2016
Air conditioner didn't work on our first day and we complained. They said they'd send someone up but we'd have to stay in our room to let them in. 5 minutes later maintenance arrives, "Fixes" the problem and leaves. Our AC continues to not work but starts to drain condensation into the bathroom, by the next day we have no AC and the floor, counter and toilet are covered in water. We ask for them to fix it again, they ask us to stay in our room as they send someone uy. Maintenance "Fixes" it again, fixing the condensation issue but going back to the no AC that we started with. Each time we have to ask for help, we waste more of our vacation on getting maintenance to fix the room. We ask one more time for them to fix the rom and give them to key so they can spend all day on it. They promise if they can't fix it we'll get a new room. Fast forward to that evening, they forget their promises about moving us to a new room, AC doesn't work and we are stuck in our warm room for the last night of our 4-day visit. This hotel is not a 4-star hotel like it says online. This hotel barely passes for a dirty hostel and there is minimal service. I'd suggest spending a bit more money and enjoying your time in Cancun.
Comment from Hotel Management
Nov 23, 2016 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
2 out of 5
by A verified traveler from US

This hotel is old!

Posted Nov 9, 2016
Location: Cancun is shaped like the number 7. This hotel is at the bottom of the 7 and most of the nightlife is at the apex of the 7.
It appears that they are attempting to sink a buck into it to bring it back to its apparent splentor, but our first room was a little disappointing. The A/C did not work and when we reported it to the front desk, they made us wait until 3pm to move into another room because they said that there were none cleaned. I am not sure why you make an unhappy guest wait, but we did. The shower in our room leaked all over the floor, the patio door slid really really hard so getting to the balcony was nearly impossible. The pool staff were slow, and I mean really slow. The beer is served in plastic cups and not in cans or bottles, so no ice to keep your beer cold. They only have 2 people working the front desk area and every time you ask for something, they disappear behind a curtain into a room to see if they can help you. The property next door is under construction so there is some noise being generated and this property is also under construction,so if you want to sleep past 9am, prepare youself for hammering. Good Stuff: The food at all the restaurants was great! They have a Martini/Sushi bar and it was not only surprisingly good, but very affordable. The breakfast buffet was expansive and the coffee there was also very, very good. The poolside food too, was great. The bartenders were fantastic, the staff tried their best to accommodate and the infinity pool is gorgeous.
Comment from Hotel Management
Nov 14, 2016 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, Nelly Sánchez General manager.
4 out of 5
Recommended
for Couples
by A verified traveler from Canada

Good view, close to beach.

Posted Sep 19, 2016
Pros: right on the beach and the ocean view was incredible.
Cons: The air condition needs to be upgraded its too loud.
Location: It's right on the hotel strip and transportation is easy accessable.
Had a good time at the hotel. The breakfasts were great, fresh and served in the resturant. The staff were very nice and willing to make changes if asked. I will stay there again if i visit Cancun.
Comment from Hotel Management
Sep 20, 2016 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.
2 out of 5
by A verified traveler from Montreal

Hotel needs lots of cleaning and maintenance

Posted Sep 16, 2016
Pros: People gave a very good service, beach is great and environment music choices are good.
Cons: Everything in that hotel needs cleaning and maintenance.
Location: Good location if you plan to go to Xcaret, Tulum, Xel-ha excursions. There's no many things to do or see around.
This hotel is really dirty I could spot big dead cockroaches on the floor when I arrived. The room key did not work the first time and had to go to the front desk to change it. That was not too bad, but other family members that made the trip with us could not get into their room after 20 minutes because the door lock did not work and had to wait for the maintenance guy to come and fix it, this is not nice when you make your check in late in the night after a day of travel. Just above the toilette there were big spots of moisture, the worse thing is that there were drops falling just above the toilette, not sure if it was clean or dirty water. Really disgusting. We could spot lots of hair of previous guests on different places of the room. Everything in that hotel needs cleaning and maintenance, lots of rusty items everywhere. Good things: People gave a very good service, beach is great and environment music choices are good.
Comment from Hotel Management
Sep 19, 2016 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.
3 out of 5
Recommended
for Everyone
by A verified traveler from Arlington Tx

Decent Resort with AWESOME spot on the beach

Posted Sep 11, 2016
If you are looking for a moderately priced resort with decent amenities and a great beach the Bel Air is where you want to be. We were not overly impressed with the hotel at first because of a lot of construction being done at the time of our stay but it warmed up to us as we progressed into our vacation. We had a King Suite with Jacuzzi and although the room was a little dated the bed was comfortable, everything worked and the view was awesome. If you have a pool view room, the sunsets will be amazing and you can wake up to the ocean everyday. The restaurant was decent not a large variety but the food was consistent and the prices were right. We did not do all inclusive pricing and were more then happy with our bill at the end of our week long stay. Overall we were not upset about staying at the Bel Air and would definitely stay there again. If you are looking for an updated hotel with ultra amenities and luxury this is not your place but if you want an intimate resort, with a great beach, awesome pool, and enthusiastic staff call this place home for your vacation.
Comment from Hotel Management
Sep 14, 2016 by General manager., Hotel Management
Dear guest, Thank you very much for taking the time to share your experience with us, know that it is thanks to feedbacks like yours that we are able to improve every aspect you described due to we identify our opportunity areas, know that we will take seriously into consideration your comments in order to make your stay and our future guests pleasant. Best regards, Nelly Sánchez, General manager.