Ratings based on 684 Verified Reviews

3.5 out of 5
69% of guests recommend
3.9 Room cleanliness
3.7 Service & staff
3.8 Room comfort
3.3 Hotel condition
Expedia Verified Reviews
4 out of 5
by Jeeranarut

Bel Air Collection Resort and Spa

Posted Aug 15, 2017 on Hotels
We had a wonderful stay. There were a few things that needed attention. When we first arrived, we noticed there were not bath towels in the room. A simple call down to guest services fixed that. Before we went down to dinner, we noticed that the window wouldn't lock. We called guest services, they said they would send someone to fix it but never showed. Overall, we had a pleasant stay. Everyone was very professional and accommodating. Make sure you bring small bills because it seemed to us that they never had any change. There were so many people we wanted to tip but didn't get a chance to.
Comment from Hotel Management
Aug 26, 2017
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 will share them with the persons involved in order to prevent these situations happen again. . Many thanks for your valuable feedback. Best regards General manager.
1 out of 5
by A verified traveler

Horrible hotel to stay

Posted Aug 10, 2017
My room didn't have towels for the first night my shower door was off the phone in the room didn't work my air conditioner didn't work the food was horrible the hotel workers where vary rude
Comment from Hotel Management
Aug 14, 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 san diego

More like a motel then a Hotel

Posted Jul 26, 2017
Don't waste your money thinking this is a 3.5 star it's more like a one star hotel . It all started with us checking into our room we wanted to freshen up after our long day of traveling. I decided to take a shower and the water was extremely cold it was so cold that I cannot even finished taking my shower . We had plans to go out so when I return I asked the concierge if they could check our water and it took them two hours 4 calls for somebody to come to our room. I also called concierge for more towels never got them so I had to walk downstairs myself to get more towels.The next day I got the deal with breakfast included the most disgusting food I've ever had we just ate one time and went out to town for food. As far as the hotel it's old rundown and needs a lot of fixing up. Don't waste your money .
Comment from Hotel Management
Jul 31, 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 Claudia

Posted Jul 24, 2017 on Hotels
That building is falling apart, very dangerous and unsafe everything is broken rusted and really bad kept
Comment from Hotel Management
Jul 31, 2017
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

Horrible just go elsewhere not worth it!

Posted Jul 12, 2017
The customer service is not acceptable they only care about getting your money. The hotel is old and not worth the money.
Comment from Hotel Management
Jul 15, 2017 by General manager, Hotel Management
Dear Guest, Thank you so much for sharing your latest experience at Bel Air Collection Resort & Spa Cancun, and thank you for the feedback regardig, your remarks help us improve in order to keep a high level of satisfaction among our beloved guests. Please be sure we will follow up with every single one of your comments. Warm regards.
4 out of 5
Recommended
for Everyone
by A verified traveler from Amarillo,Texas

Close to de beach and acecible transportation.

Posted Jul 9, 2017
The hotel is comfortable its worth what you pay for. Staf are very friendly and it's bery clean. The only problem i had was they don't give me the room that i request andothwr problem the restroom has not vetilation, no open window or the inhalation fan. But i like everything else. I'll recommend it and come back to this hotel.
Comment from Hotel Management
Jul 13, 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
4 out of 5
Recommended
for Everyone
by A verified traveler from miami

oscar cancun nice front beach

Posted Jul 5, 2017
Pros: location
Cons: activities
Location: beach airport
nice clean beach personal very friendly good to couples
Comment from Hotel Management
Jul 8, 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
3 out of 5
Recommended
for Everyone
by A verified traveler from Los Angeles

Cancun on a Budget!

Posted Jul 2, 2017
Pros: Location and price
Cons: The room key is so sensitive we couldn't store it anywhere in a purse with other cards because it was demagnetized. Check in is at 3p
Location: Eat, drink, shop, beach, pool, water sports
Room has refrigerator and right across the street from a local mini mart. Take the R-1 or R-2 bus to the plaza Kukulcan or Las Islas for 12 pesos a person. Great location at a budget and mostly an adult hotel so that was nice. Although the facility needs some repairs it was nothing that interrupted our stay so if your a person who cannot enjoy a good deal with a great view then this may not be the place for you. We have stayed here for the past three years and we really feel comfortable here.
Comment from Hotel Management
Jul 8, 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
4 out of 5
Recommended
for Everyone
by A verified traveler

The beach is beautiful and the staff was awesome.

Posted Jul 1, 2017
Stayed at Bel Air for one night while traveling through Cancun. It looked exactly like the photos on website.
Comment from Hotel Management
Jul 8, 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
3 out of 5
by A verified traveler

Cheap

Posted Jun 30, 2017
You get what you pay, did not have available taxis, staff a bit rude, wont return
Comment from Hotel Management
Jul 31, 2017 by General manager, Hotel Management
Dear Guest Thank you so much for sharing your latest experience at Bel Air Collection Resort & Spa Cancun your remarks help us improve in order to keep a high level of satisfaction among our beloved guests. Please be sure we will follow up with every single one of your comments. We hope to see you back soon and have the chance to create a wonderful experience. Warm regards. General manager