Bel Air Collection Resort & Spa Riviera Maya3.5 out of 5.0
Recent guest reviews
This is our second time at this resort, but the first time in four years. Last time we were here we were blown away by the excellent service and friendly staff. We were thrilled to discover that service has gotten even better. Throughout our stay we have been greeted by the most friendly staff of any hotel we have ever stayed with, and have been treated like kings and queens. Juan made our check-in very easy and enjoyable after a long day on the road, and made sure that we got a great room. At the restaurant, Adrian, the head waiter, made us feel like family from the moment we sat down that first evening. Over the five days at the resort we received exceptional service at the restaurant at the hands of Cheyen, the hostess with a big smile and sunny personality, Yuri, Simon, Lazaro, Manuel, Giermo, and Ochoa, the always attentive and friendly wait staff, and Francisco and Alex, providing wonderful drinks at the restaurant and pool bars. The restaurant staff also conspired to provide our friends and us with a very special dinner on one night, and a special lunch the next day. Our housekeeper, Gloria, provided exceptional service as well, providing special touches with towel art and flowers on our bed every day, as well as a handwritten note to welcome us after she made up our room for the first time. My wife received an amazing relaxation massage at the hands of Rosalba and we both received a terrific therapeutic massage from Anabel. This resort is still our favorite resort that we have been to, and we will be back again. If you are expecting glitz and glamour, this is not the place for you. This is a very natural resort, and is generally quiet and slow-paced. It is perfect if you love nature, and don't like the crowds. Our only disappointment with the resort is that they moved the animals that were being rehabilitated here to another location. That was a really neat feature of the resort last time we were here. That being said, they determined that it was best for the animals, so we support their decision. We also didn't care for the Sushi rolls at the Sushi bar. All of the Sushi rolls were made with cream cheese, and that is not to our taste. However the dynamite balls and chocolate martinis at the Sushi bar were amazing.
The resort looks nothing like the photos on the website and I always do my research before chooses a place to stay. First the beach is tiny and there is no swimming allowed due to all the rocks and coral. U have to take a shuttle to a private beach . There is one restaurant on the property. For breakfast and lunch it's called one name and for dinner they switch the name but it's all in the same building. The bar is only open til 12am and there are very minimal liquor choices. The two nights we were at the bar we were the only people there. It was kind of creepy, it seemed like a deserted resort not many people around. Felt like there were more staff than vacationers. I wouldn't recommend this resort to anyone. I was very disappointed and didn't have the vacation I was looking forward to.
Where do I begin? First the hotel, Bel Air: Before I came I read some of the reviews and I was a little worried. But now that I have actually experienced it, I understand the problem. SOME people want a 5 star hotel with all the amenities for the same cheap price as a local-style resort. NOT. GONNA .HAPPEN. But whatever, if you are looking for a ritzy, full amenity, New-York style suite in the middle of the Mayan Riviera, this is NOT your place. If you are looking for an affordable stay and more for your dollar with a more authentic style, wildlife and experience... you will LOVE THIS RESORT. We found it charming. We fell in love with the property, the wildlife, the people, the on-property cenote and the experience in general. Our room was clean, the housekeeping was honest and dependable. The staff was kind and courteous and went out of their way to make us feel like friends rather than guests. Was the room remodeled yesterday with brand new marble tubs and golden plated faucets? No. Did we give two hoots? No. It was adorable with the tile motif and the Jacuzzi. My husband and/or I spent every night in that thing. The food... well it was amazing. But, rather than trying to get Italian or American cuisine, which I could get every other night of the week in my own city... I opted for their specials which were local dishes, or I ordered a local dish of the menu. I LOVED IT! Honestly, it was some of the best food I've ever had. So, again, if you are there to experience the local culture and enjoy the culture of the Mayan Riviera rather than trying to be Paris Hilton eating caviar, you'll love this place. The area was gorgeous. Seriously. The Cacun hotel district is overrated and this area is truly where it's at for people who crave a little privacy, some space, and some personalized service and some local flavor. The beaches, the cenotes and lagoons in this area are world class. We loved every minute of every day while were there. Yet, others having basically the same experience complained about this or that little detail. Go figure. Some people need Waldorf style amenities to feel like they are having a good time. I get that, I just don't understand it. Happy, adventure seekers are a different breed, I guess. The property had coatimundi (coati to the locals), raccoons, iguanas- huge ones all over the place, peccary, crocodiles (in an enclosure), manatees, geckos, lizards and hilarious birds that cracked us up with their chattering. All over the expansive property. We walked everywhere just so we could hang out with all the natural wildlife running around there. What a TREAT! Finally, the staff. I hope I can remember them all, because we became quite fond of them all. So many laughs, so many great cocktails, so many great meals, so many great suggestions on where to visit in the area. They were my friends: Francisco, Adrianne, Patricia, the lady manager at the restaurant whose name I forgot but whose sense of humor I will NOT forget, Eliver (the best bartender in the world), Jesus, Simon, Victor, Giovanni, the security staff, the housekeeping, and all the other team members who made our stay a memory of a lifetime. We didn't even use the kid's club or the kid's pool or the beach club... so that's a whole bunch of other stuff that was available. One last word, I shopped at a little strip by Akumal, and also in Playa Del Carmen. I got most of my souvenirs purchased there. THEN, I went to the Cancun Hotel District before we caught the plane. 15 minutes into the flea market and I wanted to kill somebody. NO amount of Tequila can make those obnoxious vendors tolerable. God it was awful. I wanted to stage my own death so they would leave me alone, blood-sucking leeches. So yeah, that's about it. I hope this helps. My husband and I went this time, and celebrated our 16 years of marriage, and a second honeymoon but we are booking our next vacay there with our kids and family friend. We know it will be a good time!
The main reason I picked this resort was because of the outdoors jungle like experience and the onsite zoo.. I was very disappointed to find out that the animals had been removed.. I understand the reason they were removed, but still a disappointment. I also agree that the empty animal cages were a bit of an eye sore and disappointed about the onsite beach access. And think that a shuttle for guess wanting to see sights would make for a much better experience.. Our experience going into town was not a good experience. With the negatives out of the way everthing else was wonderful... We loved the seclusion and the jungle feel. The wildlife that live on the resort made it even better. The Cenotes were amazing as both as a view from our deck as well as the snorkling. They staff was all very attentive, never had to wait on cart transport more then a few minutes... However I would have to say the best experience came from the restaurant staff... (Spent a lot of time in restaurant thru out day) although everyone was always so cheerful and attentive on making sure we had every thing we needed. There were a few that always went above and beyond. From the hostess that held the door as you entered and/or exited and always making sure your seat placement with the restaurant was acceptable. To the wait staff (Jesus Pina) that never let your drink glass go empty and always made sure you had more than enough to eat. But I will have to say that one person that truly went above and beyond and treated us like family was adrian huratado bustamante... His dedication to his job and to our experience at the resort is what makes the negitives from above not even matter. I have told all of my family and friends about this young mans hard work at making sure we had a experience that he will be the reason that we will come back. Tommie and Toni Hefner Edinburg Va.
wrote a review prior to leaving but I will comment again here. As an owner with Bel Air Collections I would say the the first and foremost asset are your employees. We were treated with the greatest respect and professional regard. I would like to first recognize our waiter from the restaurant Jesus Arturo Marquez Pina. He was excellent. First was his reception of us the first night. He was respectful welcoming and sought to provide us with top service. He did not request a tip but was most gracious. At the end of my stay I took good care of him as I did other employees. Please see about promoting him to a supervisor or head waiter. Also in the restaurant was the sweetest most joyful young lady, Lupita. She was an absolute joy the entire week, her smile and kindness was so appreciated. The employee that truly made our vacation a joy was Lazaro Rosales of (animacion). He along with Hector truly provided a great spirit of enjoyment. From assisting with Bicycling to water sports and pool activities to the enjoyable nights in the Lobby Bar. Lazaro has a true selfless heart and gives what he can of himself to see to it that all guests are Happy. I would encourage you to give him greater responsibility in his area, he does great work. I believe we've only had Bel Air Riviera Maya a short time. I would imagine 30 years ago it was a wonderful place. With all the empty animal pins and cages it gives a feeling of having been abandoned. This is the first impression as you go through the property. A high priority would be to remove these eye sores. In addition as you are aware is the maintenance. From a dirty pool, to broken air-conditioning in your sushi restaurant. Not to mention the carts that are worn and rusted. Black mold on stone throughout the pool area. Updating and remodeling your restaurants and pool area. One banister with caution tape because it is a hazard to fall off the bridge. Much is needed and you would do well to reward well your employees. Let them keep full tips, they are your connection to our guests. They will keep the lower middle class customer coming. Improved facilities with an indoor gym that is spacious and modern, your spa is so hidden I never saw it. Got massage in playa del Carmen. Offer the option of female and male massage therapists. The area where your tiger cages once were and the other area around it would make perfect spot for new athletic facility and spa. Current spa area maybe a Business Center. Promote your surrounding area, there is a quaint small village nearby, shopping and ATM machines. Provide transport to the small town with dolphins and restaurants on a river. People want variety. We spent mostly at BelAir but also went into town Get an ATM on grounds, we were told to go the Playa el Carmen to get cash. Terrible and inconvenient My thought and observations. Please personally thank employees mentioned acknowledge their work.
Even though the animals are no longer there, the experience was amazing. It was really cool to walk through the jungle paths to get around the grounds, and the staff was amazing! The beach was great - although you can't swim in the water because of the rocks.
I was highly disappointed in your liquor selection. No Hennessey, Remi Martin, crown royal, patron😣. I wasn't too sure of the other drinks do to the liquor situation in Cancun. Besides that , a good experience I did have. Thank you
First time at Bel Air. Great experience. A/C not working, was moved to another room promptly. Great food. Resort personnel were fantastic. Took several tours that were awesome. Would definitely stay again.
I wanted to rate the resort between Poor and Average; however, there was no option for that, so I'm rating it poor. The resort is in desperate need of updating. It is really showing its age. Not much to do at the resort and not much around the resort. I would definitely recommend renting a car if you're going to stay here. We rented a car and spent a lot of time in Playa Del Carmen which is about 20 min away. There are only 2 restaurants at the resort. Food is between poor and average. Very few activities available. Kayaking and snorkeling are offered at the cenotè. Guests have to be shuttled to the beach. Had trouble with the toilet in our room which maintenance promptly repaired. Bedding had stains that appeared to be blood on it; reported it to the front desk and was told to leave linen on the floor and housekeeping would replace it. When we returned to our room, we discovered that the dirty, stained linen had been placed back on the bed. After another call to front desk; linen was replaced. On a positive note; the entire staff is very friendly. Everyone was so helpful. The resort is peaceful and quiet.
Having been at this hotel in 2013, we were excited to travel in this area and return to this resort, but unfortunately this time it was very disappointing to see how much this hotel and resort has gone downhill. It used to have lots of animals through out the resort that you could visit (a mini zoo), well maintained landscaping and beautifully clean rooms, but I was shocked to see that all of that was gone and the hotel is very, very shabby looking. Upon arrival we had to ask the reception to send someone to clean our room as it was clear that it had not been used in a few days and our beds had feces scattered over it from creatures that live in the palapa roof of the room. We also had no towels in the room. However, someone did come straight away to clean up and that was that problem solved. The Jacuzzi tub in the room that was once sparkling, is now old and dirty looking so we did not use it this time. The only nice thing about the hotel is that they did keep the sunset champagne drink over looking the cenote at 6pm and this was relaxing. They also have the kayaking available, which is great fun, but apart from that there really is nothing great about this hotel anymore. Very sad to see this and hope improvements are made through out the entire resort.
Reviews from Trip Advisor
71% of guests recommend this hotelTotal of 2905 reviews