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Bel Air Collection Resort & Spa Cancun

3.5 out of 5.0

Recent guest reviews

It’s a small resort everything was ok until we were checking in and we paid for all inclusive we were informed we didn’t. Then they tell us it’s Orbitz the one with the problem so we had to pay for all our food and drinks. They also claim that’s the name of the hotel that all inclusive is in the name.. i would of rather pay an extra 100 dollars to stay in a better hotel and get all inclusive. Overall the hotel was ok its kinda old but the beach was nice and the staff was very nice.

The trip in itself was great, I don't believe in having a bad time anywhere in the world. The hotel was just okay and a little rundown, more like a old motel in my personal opinion. One thing that was really upsetting was how unaccommodating the customer service was. The most important thing about this hotel was the lack of security. We stayed in one of the more expensive rooms (with a hot tub) and it was twenty feet from the front desk, in a big open outdoor lobby which is loud, the hotel had no front door, and no security. To make things worse we had a lot of trouble locking our door and did not feel very safe. We didn't think anything of it at first until two strangers knocked on our door, wouldn't leave us alone after we told them too, and continued to repeat that they wanted to ask us a question and we needed to come outside of the room. The male then placed his foot inside our doorway and we became very uncomfortable. After we yelled security and threaten to call the police is when they finally left the front of our door, twenty minutes later. We reported the incident to the front desk, these people were not drunk guests, and nothing occurred after that. The hotel also had mediocre food, there was a gas station and a restaurant across the street. There is no free airport shuttle..I was a little disappointed when I thought for months I booked all inclusive and then when I arrived was told it was not (prob my fault and orbitz). Beach is amazing and quiet though!

Good location! We got two rooms, my room was OK, but my brother’s in law had issues most of the time with the A/C, other than that, the hotel has a nice pool and a good piece of beach.

Continental breakfast dissaponting ... i got a suit with jacuzzi tha shower was missing a door the toilet wasnt working properly ..

After waiting in line for 35 minutes we finally checked in. Our room we were told was an upgrade. It was in the basement with a view of the pool and a hot tub in the room. We would have preferred something upstairs, not by the bathrooms for the beach and pool. We went for a swim and when we returned to the room the hot tub pipes had flooded the area around the hot tub. Mind you we never touched it. House keeping came in laughed a bunch about the mess, there was water coming down from the ceiling above the hot tub.My theory is that the hot tub above us drained thru the pipes and ceiling in our room.Which continued to drip and drain the whole night. I know that because we had to spend the night in the room. Angel told us he would try and change our room but that never happened.There was a constant stream of loud people using the facilities all night and one man at 2:30 barfing up what sounded like half of Manhattan. The hotel is run down and in need of repair. The staff was not particularly helpful or friendly. The food was just standard. The pesto had the same sauce as the alfredo but with green pasta and the alfredo had ham in it. The green veggie drink at breakfast was sugar water with no veggies.

I'm gonna return there for sure. You have to be careful on the streets for pickpockets

I spent one day in this hotel, I wanted to use the gym, however the gym opened at 9am. As a person who works regular hours, starting my day while traveling at 9am is not convenient.

Conditions: We were suppose to be greeted with champaign - None We were moved three times due to poor service - broken door lock They attempted to charge us for damaged towels - the towels appeared to have grease stains. Phones did not worked for the duration of our trip. AC very noisy and leaking They needed to seal around door frame, you could see from around the door

Needs updating. Color scheme outdated. Beds were comfortable. Needs working fridge. Staff outstanding. Food was good.

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.

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!

We get to the room and found the seal of the toilet paper was broken and toilet paper and pee was in the bowl. A female had used the toilet and did not flush. The bathroom had two drains one in shower, one in main area both had rubber covers. You has to move in the shower so the water would drain. Later it was clear why.. Sewer gasses filled the room if you uncovered them. This was at one time a beautiful property.... 20 years ago. Our window facing the gulf was unlocked... No lock, gone removed.. There did come and repaired. The worse thing is they close the pool at 8 pm. Yes 8! Stupid. This was the worst thing about the property. Why 8pm? So they can put in the chemicals they said. So after a full day of adventure you come back to your outdated over priced hotel and want to swim.... No it is past 8pm. I will never stay here again. This is unacceptable!

I had a great time and I would stay again and recommend to others.

This place is usually discounted. I can only say that our room had white lights which my wife immediately did not like, they were like the hospital white lights. Fortunately, the bathroom had leak on the ceiling so I made sure to bring it to the front desk's attention. Because of the bathroom leak, the upgraded our lagoon view to the ocean view. If it had not been for the bathroom leak, I'm not sure it I would have enjoyed my stay. They have good prices though.

Arrival at hotel about 1pm, check in was awful, told to come back at 3 , we did and still had to wait another hour, had a room with bad ac , they changed it. The staff was nice but I doubt if we will stay at this hotel again

Very friendly staff. Great hotel. Quiet location. Gave us free drink upon arrival. Also gave us free pastry every morning

The hotel itself is clean, basic, no frills.The staff is great, friendly and helpful.

It was fine. Not fancy at all I would only recommend it if you don't want to spend that much

I am not one to write these reviews but I feel that others need to know! We booked this resort for a family Christmas vacation that was supposed to be amazing and turned into a HUGE disappointment. Right from the arrival the elevators didn't work to get to our room on the 5th floor and we consistently took the stairs or waited forever for the one elevator to work (other broken?), then the headboard was broken in one room and the safes never worked in either rooms so right away we had to call for repairs. One room the patio door was broken and couldn't lock and you had to use all your strength to open it. The air conditioner never worked and we all sweated as we slept. There were times we weren't left coffee, water, or towels and always phoning the front desk (that they sometimes answered).The food was terrible (only one buffet, two smaller restaurants:( and the bar consisted of a counter and maybe 7 stools?? We left the hotel most nights to have better food and entertainment which sure added an extra expense for our holiday. This hotel has NO entertainment!! One night of Karaoke (sang in Spanish):(( Not good:((( One a good note the staff was very friendly but barely spoke English so communication was a problem. We have been to Mexico 8 times and many other resorts elsewhere and I have never been so disappointed in a resort. I feel like our Christmas vacation was ruined and I am very saddened by that! I wish I could be reimbursed!! AWFUL!

Blvd Kukulcan Km 20.5 Cancun QROO

Hotel highlights

  • Close to Delfines Beach and El Rey Ruins
  • Free parking
  • Onsite dining
  • Spa

Located in Zona Hotelera, Bel Air Collection Resort & Spa Cancun is within a mile (2 km) of popular sights such as Delfines Beach and El Rey Ruins. This 3.5-star hotel has 155 guestrooms and offers a full-service spa, an outdoor pool, and free self parking.


Dining

This hotel is home to 3 onsite restaurants, perfect for a quick bite to eat. Savor a meal from the comfort of your room with 24-hour room service, or make new friends over drinks at the bar/lounge.


Rooms

Guests can expect to find 32-inch an LCD TV with cable channels and a DVD player. Beds sport premium bedding and the bathroom offers a rainfall showerhead, a hair dryer, and bathrobes. Other standard amenities include free minibar items, a coffee maker, and a safe.


Property features

Bel Air Collection Resort & Spa Cancun features a full-service spa, an outdoor pool, and a health club. You can take advantage of free parking, along with an airport shuttle (available 24 hours) for MXN 1300 per room roundtrip. Multilingual staff at the front desk are standing by 24/7 to help with tours or tickets, dry cleaning/laundry, and luggage storage. Other amenities at this beach hotel include a meeting room, coffee/tea in a common area, and laundry facilities.

Room options

Deluxe Room, Ocean View

Full 2 | King 1 | Sleeps 4

Suite, Jetted Tub

King 1 | Sleeps 2

Guest reviews for Bel Air Collection Resort & Spa Cancun

Everyone (11) Couples (23) Business (1) Students (1) Family (1) Friends (4) Other (2)
2
Partner Couples

It’s a small resort everything was ok until we were checking in and we paid for all inclusive we were informed we didn’t. Then they tell us it’s Orbitz the one with the problem so we had to pay for all our food and drinks. They also claim that’s the name of the hotel that all inclusive is in the name.. i would of rather pay an extra 100 dollars to stay in a better hotel and get all inclusive. Overall the hotel was ok its kinda old but the beach was nice and the staff was very nice.

By on May 25, 2019

2
Partner Couples

The trip in itself was great, I don't believe in having a bad time anywhere in the world. The hotel was just okay and a little rundown, more like a old motel in my personal opinion. One thing that was really upsetting was how unaccommodating the customer service was. The most important thing about this hotel was the lack of security. We stayed in one of the more expensive rooms (with a hot tub) and it was twenty feet from the front desk, in a big open outdoor lobby which is loud, the hotel had no front door, and no security. To make things worse we had a lot of trouble locking our door and did not feel very safe. We didn't think anything of it at first until two strangers knocked on our door, wouldn't leave us alone after we told them too, and continued to repeat that they wanted to ask us a question and we needed to come outside of the room. The male then placed his foot inside our doorway and we became very uncomfortable. After we yelled security and threaten to call the police is when they finally left the front of our door, twenty minutes later. We reported the incident to the front desk, these people were not drunk guests, and nothing occurred after that. The hotel also had mediocre food, there was a gas station and a restaurant across the street. There is no free airport shuttle..I was a little disappointed when I thought for months I booked all inclusive and then when I arrived was told it was not (prob my fault and orbitz). Beach is amazing and quiet though!

By , from New York on Mar 26, 2019

5
Everyone

By on Mar 23, 2019

4
Everyone

Good location! We got two rooms, my room was OK, but my brother’s in law had issues most of the time with the A/C, other than that, the hotel has a nice pool and a good piece of beach.

By on Jan 21, 2019

Review comment responded on Feb 25, 2019

Hola Mr. Juan, Thank you very much for your comments, we are working to have all our rooms in best conditions. Best,

3

ok hotel bit over price

Everyone

Continental breakfast dissaponting ... i got a suit with jacuzzi tha shower was missing a door the toilet wasnt working properly ..

By , from seattle on Mar 12, 2018

Review comment responded on Mar 21, 2018

Dear dany, thank so much for your feedback, this helps to impruve our services. We regret that on this occasion our complentary breckfast was not of your total satisfaction, regarding the shower dising your remarks help us improve in order to keep a high level of satisfaction among our beloved guests. We would like to have you back in order to make change your opinion about our resorts. Warm regards

1

hot tub leak

Everyone

After waiting in line for 35 minutes we finally checked in. Our room we were told was an upgrade. It was in the basement with a view of the pool and a hot tub in the room. We would have preferred something upstairs, not by the bathrooms for the beach and pool. We went for a swim and when we returned to the room the hot tub pipes had flooded the area around the hot tub. Mind you we never touched it. House keeping came in laughed a bunch about the mess, there was water coming down from the ceiling above the hot tub.My theory is that the hot tub above us drained thru the pipes and ceiling in our room.Which continued to drip and drain the whole night. I know that because we had to spend the night in the room. Angel told us he would try and change our room but that never happened.There was a constant stream of loud people using the facilities all night and one man at 2:30 barfing up what sounded like half of Manhattan. The hotel is run down and in need of repair. The staff was not particularly helpful or friendly. The food was just standard. The pesto had the same sauce as the alfredo but with green pasta and the alfredo had ham in it. The green veggie drink at breakfast was sugar water with no veggies.

By , from Seattle on Mar 2, 2018

Review comment responded on Mar 21, 2018

Dear Bunny, first it all thank you for having the time to let us know your disappointment, your comments are highly appreciated since they help us to improve our areas of opportunity. 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. I also thank you very much by having taken some of your valuable time to describe your perceptions about your experience on our restaurants. You may be sure that we have determined a prompt check to the point which have effect you in order to correct it as soon as possible. Warm regards General Manager

5

nice hotel and nice place. i recommend.

Everyone

I'm gonna return there for sure. You have to be careful on the streets for pickpockets

By on Feb 20, 2018

Review comment responded on Mar 21, 2018

Dear gUEST Thank you for taking the time to write and share your recent experience at Bel Air Collection Resort & Spa Cancun. We are glad to know that you spent a great time here and enjoyed of our service. We hope to have you back, allowing us the opportunity to provide you again with a wonderful and memorable experience. Sunny Regards, General manager.

2

average hotel

Students

I spent one day in this hotel, I wanted to use the gym, however the gym opened at 9am. As a person who works regular hours, starting my day while traveling at 9am is not convenient.

By , from Chicago on Nov 15, 2017

Review comment responded on Dec 12, 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 would like to apologize for the inconveniences during your stay with us. Our commitment is to provide the best service, for that reason we are verifying the details mentioned in order to meet your needs and fulfill your expectations. We hope that in the future we will be able to welcome you once again and offer you a quality service. Cordially, General manager

1

hotel from hell!

Everyone
Drain cover Dust in and around vent Water leak from AC

Conditions: We were suppose to be greeted with champaign - None We were moved three times due to poor service - broken door lock They attempted to charge us for damaged towels - the towels appeared to have grease stains. Phones did not worked for the duration of our trip. AC very noisy and leaking They needed to seal around door frame, you could see from around the door

By , from Northglenn, Co on Jun 14, 2017

Review comment responded on Jun 20, 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

3

on the beach....view was good.

Everyone

Needs updating. Color scheme outdated. Beds were comfortable. Needs working fridge. Staff outstanding. Food was good.

By on Mar 7, 2017

Review comment responded on Mar 9, 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 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.

Bel Air Collection Resort & Spa Cancun

Blvd Kukulcan Km 20.5, Cancun, QROO 77500