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Bel Air Collection Resort & Spa Cancun

3.5 out of 5.0

Recent guest reviews

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 Color scheme outdated.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

Had quite a bit a problems with my original room but after speaking to the staff at the front desk I was moved immediately. The staff was extremely helpful with any matters that came up. Beautiful views, right on the beach, amazing sunsets on the lagoon too! I recommend using a credit card for as many items as possible. Make sure it has no foreign fees and you'll save a ton in math "errors" and conversion.

The hotel has a beautiful beach is not that close to where the party is (all nightclubs) but if you take a bus for 10$pesos you can easily get there. The food is amazing if you decided for all included you should take advantage of it. The room was clean and we didn't have any problems at all.

Bugs in the shower, toilet problems, terrible food. All lounge chairs were reserved since 7:30 am so there was no place to sit and enjoy the pool or beach. We were given the amount of the room charges but no detailed bill of what the charges are for. Room service calls went unanswered for an hour.

Stayed at Bel Air for Cinco De Mayo. The bar staff was great, big shout out to Omar who is awesome! Food takes a long time to get especially at the sushi restaurant, so if you go eat here, plan to wait an hour or more for your food. Room was pretty, but was not provided wash cloths and my top sheet had a yellow stain on it. The room has air conditioning which is a plus and the modern decor is very cool. The hotel is not bad, they definitely keep the drinks coming and the pool overlooks the ocean and is very pretty!

It was pretty good. The room looked nice and we had a view of the lagoon. The bed was super comfortable. The only problem was that the bathroom ceiling leaked for a few days and left a puddle of water on the bathroom floor. One guy said it was due to the humidity and the walls "sweating" naturally. But the last couple days of our trip the leaking stopped. I assume it was due to their not being an occupant above anymore. Perhaps some water pipe or the toilet leaked somewhere and it seeped into our ceiling. The beach was fantastic with great sand and great water and there's a pool right there on the beach side.

overall it was a good trip. the food was just decent with small portions and not much variety. the staff was always friendly. the room was beautiful. we had the jacuzzi suite. the hotel looks more run down than the pictures. there is no entertainment or activities so plan on doing nothing. also, the restaurant(s) are one place and everything is only open a few hours and not at the same time so you eat the same place every time.

The restaurant staff need to improve the client attention. Also the hotel need to expend more money in hotel maintenance.

The hotel is very well situated. The AC is very noise. The service is not very good. The restaurant is an opportunity area.

Blvd Kukulcan Km 20.5 Cancun QROO

Hotel highlights

  • Close to El Rey Ruins and Delfines Beach
  • Free WiFi in public areas
  • Free parking
  • Onsite dining

Located in Avenida Kukulkan, Bel Air Collection Resort & Spa Cancun is within a mile (2 km) of popular sights such as El Rey Ruins and Delfines Beach. This 155-room, 3.5-star hotel has a private beach, a full-service spa, and 2 restaurants. It's near the airport and also near Maya Cancun Museum and Aquaworld.


Dining

This hotel is home to 2 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. Start your day off with breakfast, available for a fee.


Rooms

The 155 rooms are air-conditioned and have an array of amenities, including minibars, coffee makers, and safes. Guests can expect 32-inch LCD TVs with cable channels and DVD players. Beds sport premium bedding and bathrooms offer rainfall showers, hair dryers, and bathrobes. In-room massages are available, and rooms also include phones.


Property features

Guests of Bel Air Collection Resort & Spa Cancun have access to a private beach, a full-service spa, and an outdoor pool. You can take advantage of free parking, along with an airport shuttle (available on request) for MXN 1500 per person one way. Multilingual staff at the front desk are standing by 24/7 to help with dry cleaning/laundry, concierge services, and luggage storage. Other amenities at this beach hotel include a 24-hour health club, free WiFi in public areas, and coffee/tea in a common area.

Room options

Suite, 1 King Bed, Jetted Tub

King 1 | Sleeps 2

Deluxe Room, Ocean View

Full 2 | King 1 | Sleeps 4

Guest reviews for Bel Air Collection Resort & Spa Cancun

Everyone (5) Couples (21) Business (1) Students (1) Family (1) Friends (4) Other (2)
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

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.

2

hotel need to be updated to xxi century

Couples

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.

By on Mar 6, 2017

Review comment responded on Mar 9, 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 Roberto Díaz General manager.

4

check your room before unpacking!

Everyone

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!

By , from Ontario, NY on Jan 25, 2017

Review comment responded on Jan 30, 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 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

outstanding property 20 years ago!

Everyone

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!

By , from Pensacola Florida on Sep 25, 2016

Review comment responded on Sep 27, 2016

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

nice location on the beach

Everyone
Belair

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

By on Aug 17, 2016

Review comment responded on Aug 22, 2016

Dear Guest Thank you so much for sharing your experience. Your comments are highly appreciated since they help us to improve our areas of opportunity. Our commitment to provide the best service for that reason we are verifying the details mentioned, in order to meet their needs and fulfill your expectations. Thank you for your valuable feedback. Best regards Cordially Nelly Sanchez

3

good place to stay

Couples

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.

By on Jul 25, 2015

3

nice trip

Couples

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

By on Jul 7, 2015

5

relaxing trip. beautiful hotel. friendly

Couples

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

By on May 29, 2015