This hotel is old!
Posted Nov 9, 2016
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
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.