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
1 out of 5
by A verified traveler

Do Not Stay Here. Looks can be deceiving.

Posted Jun 7, 2017
So disappointed in our experience and for money paid to stay here for the week. We would never stay here again.
Comment from Hotel Management
Jun 20, 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. . Many thanks for your valuable feedback. Cordially
2 out of 5
by A verified traveler from Baddeck. Nova Scotia

Posted May 4, 2017
Pros: The beach and the view from the room.
Cons: There was a bad smell in the room and the ar condition didn't work.
The hotel's location was great and the view from the balcony stunning. The staff was helpful though the wait at the desk was extremely long... We were charged 75.00 USdollars for a snack of chips and salsa instead of 75 pesos.... We are pretty upset about that.
Comment from Hotel Management
May 22, 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 General manager.
1 out of 5
by A verified traveler from WEST MEMPHIS AR

MOST BORING PLACE EVER

Posted May 1, 2017
Pros: NOTHING
Cons: EVERYTHING Needs to have some kind of entertainment for guests to do. Staff also needs to be nicer.
Location: At almost the end of Hotel Zone so if you want to do anything you have to take the bus.
This is the worst place to stay. It is so dead and boring it sucks. You can't even order food from restaurant and take it to your room. Our lagoon view consist of old trucks, old tore up lounge chairs, bags of sand and junk in the back of the place. Totally sucked. I would not recommend this place to anyone that wants to go to Cancun and have a good time. Only a couple of the staff members were nice. There was actually a couple that were very rude and acted like you were unimportant.
Comment from Hotel Management
May 22, 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 General manager.
1 out of 5
by A verified traveler from Hudson, WI

If you have a mobility impairment, STAY AWAY.

Posted Mar 30, 2017
Pros: Good view of pool and beach, polite service people.
Cons: Res' for 3:00. 1 hour check-in. Needs renovation, management. Run on the cheap. Staff has no English. Too easy to fall/trip, unsafe. Needs central AC
Location: Usual Cancun stuff, e.g. shopping, visit ruins, swim, play, watch, etc.
We paid about $2600, air and hotel. Figuring $300 for airfare (what my son paid) the room cost about $500 a day. Stood in the check-in line 15-20 minutes. Room wasn't ready until 3:45. One hour to check-in. We missed checking a box so they put us in the "European" class, which is zer0 amenities, except for decent coffee and really crappy pastries, (bread dough?) served from 6:00 to 8:00 AM?? Really!! I am on vacation! We expressed our dismay at this classification as having stayed in Cancun before, the price we paid for this was too high. They offered an upgrade at an exorbitant rate. We passed, (although limited, drinks and meals for 3 came to $400—Much cheaper than what was offered). The rooms are elevated about 3 inches; sunny hall, dark room, when we first entered we tripped on the unexpected step-up. The stairs to the poolside bar (to the bar!) were not consistent, with some steps higher than others--I tripped several times. Some outside areas are finished with polished granite, I slipped. Upon check-in, the room's floor was gritty, the bathroom, old and shabby, had two bath towels, one hand towel, one wash cloth, and four flat pillows. At first glance--overall, lots of ambiance, second glance, not so much. Absolutely not a $500 per night hotel. Most of the staff spoke very little or no English. The restaurant had plastic chairs; no salt on the tables, and staff the poured the cream for coffee. Restaurant was mediocre. Desperately needs new management and renovation.
Comment from Hotel Management
Apr 5, 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.
2 out of 5
by A verified traveler from F

Frustrated tourist!

Posted Mar 20, 2017
Only one dining facility open. Terrible prices for food comparable to Denny's. Had to keep asking for coffee refills, salt pepper and spices. Plastic chairs hurt bums. Room was smelly and very run down. No nightlife.
Comment from Hotel Management
Apr 5, 2017 by General manager, Hotel Management
Dear Guest, I would like to offer you, our sincere apologies for any incident that you can have had durint your vacation. We have personal in every moment for to help our guest and always, we try to find the best option in every situation. If you change your opinion and decide to visit us again, don´t hesitate to contact with us. Warm regards. Roberto Díaz General manager
1 out of 5
by A verified traveler from Boston, Ma

Unhappy stay...stay away.

Posted Mar 17, 2017
Let me start by saying this hotel is the worst I've ever stayed at even when I compare it to the hostels that I've been to in the past. I've stayed in some pretty shady places before in an effort to save money (ahem Stillwell hotel in downtown LA)...but none as bad as this. At Stillwell they readily gave you refreshed towels and if you order food you know the price. At Bel Air they charge whichever card you use at check in throughout your stay. We took a bag as we were going shopping one day and the manager chased us down before we could reach our rental car to have us sign a paper to validate all charges out of fear that we were not returning. The hotel doorway was deteriorating and you could see into our room. We were charged for drinks ordered by someone else and when I tried to dispute this I was told to call Expedia. This review will only be responded to by some copy and pasted reading so I'm not writing this for a response from the hotel...rather to warn you that you should spend the extra dollars and stay elsewhere.
Comment from Hotel Management
May 3, 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. Unfortunately your descriptions about having experienced these sadly occurrences might have become very sensitive on your reaction to our services. Notwithstanding, I reiterate our regrets since these have spotted your perception despite of having done all at our hands to change your perception, it is worthy to mention that whenever any of our guests suffers an issue such as this one, we immediately strive to comply with your desires. 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. Many thanks for your valuable feedback. Cordially Roberto Díaz General manager.
2 out of 5
by marianne

Posted Mar 12, 2017 on Hotels
old hotel, smelly fumes from bathroom drain, lack of choices at restaurant, not coming through with the release of retained funds for services.
Comment from Hotel Management
Apr 5, 2017 by General Manager, Hotel Management
Dear Guest I would like to offer you, our sincere apologies for any incident that you can have had durint your vacation. We have personal in every moment for to help our guest and always, we try to find the best option in every situation. If you change your opinion and decide to visit us again, don´t hesitate to contact with us. Cordially, Roberto Díaz General manager.
4 out of 5
Recommended
for Everyone
by A verified traveler from Brooklyn

Quiet hotel on Beach

Posted Mar 12, 2017
Pros: Staff, restaurant.
Cons: The exterior needs major renovation. Window and doors need replacement at a minimum.
Location: First hotel in the zone so a distance to the end. Bus is cheap and excellent!
For the price, very good deal to Cancun. Lovely, helpful staff. Limited choices but very nice restaurant. The hotel needs a refresh but was still comfortable.
Comment from Hotel Management
Apr 5, 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 Roberto Díaz General manager.
3 out of 5
Recommended
for Everyone
by A verified traveler

On the beach....view was good.

Posted Mar 7, 2017 on Orbitz
Pros: See previous note
Cons: See previous note
Location: Location was good. Buses accessible.
Needs updating. Color scheme outdated. Beds were comfortable. Needs working fridge. Staff outstanding. Food was good.
Comment from Hotel Management
Mar 9, 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 hope that you will return again very soon and create more memorables moments. Many thanks for your valuable feedback. Best regards Roberto Díaz General manager.
2 out of 5
by A verified traveler

Hotel need to be updated to XXI century

Posted Mar 6, 2017 on Orbitz
Pros: Bed big and clean. Nice views.
Cons: Walls paint, decoration.
Location: Pool and beach -normally red-. Need to take a taxi for fun out sun and beach.
Room was old, frame of the doors broken, oxidation in metal parts everywhere and not isolated from the traffic noise. Bathroom mirror lacks reflected surface, slippy floor shower floor.
Comment from Hotel Management
Mar 9, 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.