Bel Air Collection Resort and Spa Cancun , Cancun

Address: Boulevard Kukulcan Km. 20.5 Hotel Zone, Zona Hotelera, Cancun 77500, Mexico

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Hotel name: Bel Air Collection Resort and Spa Cancun
Hotel stars:
Hotel rooms: 155
Adults only: No
All inclusive: No
Restaurants 3
Internet Free! WiFi is available in public areas and is free of charge.
Parking Free! Free private parking is available on site (reservation is needed).
Pets allowed No
Checkin: From 3:00 PM
Checkout: Until 12:00 PM

Bel Air Collection Resort and Spa Cancun
RATING

6.9
6.9 / 10
booking.com
3.5 / 5
tripadvisor

GOOD




We Love Bel Air Collection Resort and Spa Cancun

One of our top picks in Cancún.

This property is a 6-minute walk from the beach. This elegant design hotel offers an infinity pool overlooking Cancún Beach, a spa and gourmet restaurants. The spacious rooms offer views over the sea or Nichupté Lagoon.

Bel Air Collection Resort and Spa Cancun's air-conditioned rooms are decorated in white. They include flat-screen satellite TV and a DVD player with DVDs. A coffee maker, minibar and luxury amenities are also provided.

The spa offers hydromassage tubs and a range of massage and beauty treatments. There is also a 24-hour gym with yoga and pilates classes.

Guests can enjoy international and Mexican fusion cuisine at the on-site restaurants. There is also a stylish sushi and martini bar, a seafront cocktail bar and a bar in the pool. A welcome drink, early breakfast services and sunset corner with champagne services are offered on site.

The Mayan ruins at El Rey are a 20-minute walk from the resort. Cancún’s shops and lively nightlife are within a 15-minute drive, and there is free on-site parking.




Bel Air Collection Resort and Spa Cancun
RESTAURANTS (3)

1
Palm Terrace
Food: No information available
Open for: Breakfast, Lunch, Dinner
2
Dolce México
Food: Italian, Mexican
Open for: Dinner
3
Sushi & Martini Bar
Food: Japanese
Open for: Dinner




Bel Air Collection Resort and Spa Cancun
MAP



Bel Air Collection Resort and Spa Cancun
, Cancun Map
Bel Air Collection Resort and Spa Cancun , Cancun address:
Boulevard Kukulcan Km. 20.5 Hotel Zone, Zona Hotelera, Cancun 77500, Mexico

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Reviews:


Excellent:
35%
Very good:
27%
Average:
18%
Poor:
11%
Terrible:
9%



Ely, United Kingdom
2017-10-06
 Building site
The waiting staff in the bars and dinning areas were great.. The hotel was a building site with scaffolding up everywhere you went from the pool to the entrance lobby. I'm sure when its finished it will be ok but our holiday was ruined and it was our 35 wedding anniversary We asked to change hotel but were told we,d have to pay. The management were most unhelpful. When I asked to speak with the manager I was told he,d be in at 11 o,clock. I went back at 11 and was told he,d be in at 3 o'clock then at 3 told it would be 6 o,clock. The management never spoke to me so we had to put up with it. Then they gave us a room upgrade to placate us but the hotel is still a building site. I wouldn't say Don,t go but I wouldn't recommend it. I feel sorry for the waiters who work hard

User
2017-10-03
 Disappointed Vacation Club Member
Major concern regarding our initial arrival. There was a mistake in the meal plan I paid for. My reservation was for and all inclusive plan; however, I was told at the front desk that my reservation was for the European Plan. It took a day to get this cleared up with club management.

User
2017-09-20
 Wow!!
This place is absolutely amazing, everything from the view to the room to the beach to the location itself. All the staff are friendly welcoming and really try to help communicate in the best way possible.More

Brisbane, Australia
2017-09-14
 All was very good. Great service, nice food. Great pool and beach . Hotel needs the building renovation, also the furnit
Sad the bar close early. All I asked was completely Satisfaced. Even though we were in the rainy season we still enjoyed our stay. A lot of things to do over there. It is amazing place for holidays, I will back there againMore

User
2017-08-20
 August stay at Bel Air in Cancun
The facility is old and in need of some major renovation. The air-conditioner was not capable of keeping the room real cool and the things that you would expect to be top notch were either nonexistent or old. However, it did appear that there was some renovations underway so things could be better for later visitors. Also, there is hardly no night life/entertainment.


San Diego, California
2017-08-19
 Good staff but hotel building needs work.
The staff was very friendly and professional but the hotel needs work. All around the hotel there is stains, cracks, shower doors missing, electrical outlets do not work...No entertainment and too many rules for an adult 4 star hotel.More

User
2017-08-19
 Horrible
This "all inclusive" resort was more like a motel! Rooms are outdated and there were many unoccupied rooms due to damage. Didn't stay! After a 3.5 hour flight I hopped on the next flight back home....

Greece
2017-08-17
 a huge NO NO!!!
This is the worst hotel ever! if i hadn't already prepaid them i would have left from the first half hour. so my booking was from the 11th till the 17th of August. i arrived at the hotel at 10:30 in the morning and check in is at 15:00 (i knew that from before) so i asked if i could pay more and go to my room earlier. they said this wasn't a possibility and i had to wait till 15:00. asked them what i could do for so long and the proposed to go sit at the bar.. so i did! i ordered coffee and opened my book to read and relax! as soon as my coffee arrived the gentleman asked me my room number and i explained to him that i don't have a room till 15:00 so he got angry and told me to go away!i asked him what his problem was and that i would pay him of course so he left and went to bring his manager!she didn't speak English so it was not easy to communicate.i advised this gentleman again that they told me from the reception to go and sit there and he looked at me and said "go away now!you are not allowed to be here!" so i got my stuff and furiously went to the reception to find the person that send me there..he was gone so i explain to another lady what had happened and she said "ow yes you cannot stay in the hotel until check in time" i got my things got my self an uber and left to go to a mall.when i came back the room was ready so i carried my luggage by myself - nobody was there to assist. i walked in to the room and everything looked fine - at start!!it was freezing cold (ac was set to 18 degrees) so i went to open the window..window doesn't open!!i went to close the ac and i heard a big noise coming from the bathroom.opened the door to the bathroom and it was all flooded with dirty poo stinky water...i called the reception and they send 1 handyman to fix the bathroom,the ac and the balcony door..so as i was waiting for him to come i decided to put my money camera passport etc inside the safe...the guy came in and was trying to fix both the ac and the door with no luck whatsoever so he left to go bring bigger tools.he then stepped on the toilet and with his dirty hands he touched the towels..he said the ac was ok so i told him that they need to change my towels and clean the bathroom and he asked why!!!!!!as he was trying to fix the balcony door i decided i should tip him-it is not my mistake but it is not his either..so i went to open the safe and guess what?!i didn't!!!so i called the lobby again and they send me 2 security guys which they wanted my passport otherwise they wouldn't open the safe!!i tried to explain that all my papers where inside so unless they open it i cannot prove anything ..so the called the lobby to get a confirmation!!!!the same night i went to the bar and asked for a glass of wine and they said they were out of glasses so they could only serve me on a champagne glass or water glass!call me picky but i refused!i didn't get to spend much time in the hotel,they random speak english and they weren't helpful at all.i went to ask information for the trips and nobody was there so i booked everything independently.i was calling ubers by myself.nobody ever bothered to ask me if i needed any assistance.the third day i returned back to the room to the know 18 degrees and poo smell atmosphere so i opened the bathroom door and i didn't notice early the flood on the floor so i tripped..when i told them the reply was "next time be careful" - ow thank you dude!!!to cut a long story short i had to stay there because everything was prepaid but i am very disappointed.i left with a cold (ac set between 18-20 degrees and even if i tried to change the temperature it would return to their preset one) ac needed to be open otherwise you could hear everything from everywhere,cars,people having s..x,drunk people shouting and banging at doors at 4 in the morning etc etc the room was very dirty and i could only sit on the bed which i wish to believe was clean.balcony door never locked again since the first afternoon the handyman came to "fix it" i strongly suggest you guys to stay away from this hotel.the only nice thing this hotel offers is the view and that is if you have a sea view room.ps. dear "hotel manager" that you will reply to my critique..please bear in mind that i tried every single day to find you and complain in person..but as the people in the lobby area always said you were never there.

User
2017-08-11
 Vacation
Very excellent service and nice hotel. Really enjoyed the activities with Raul! I would definitely recommend this hotel to others. I also really loved the view from the suit and the jacuzzi in my suit!!!!!!!More

User
2017-08-07
 Disappointig
This hotel is absolutely gorgeous but the service is absolute crap. Perks:Beautiful hotel and pool. Our room is gorgeous with a full size jacuzzi bath. Beach access. Room service food is very tasty and actually affordable. Cons:The front desk is always backed up because they don't have enough people manning it. We came back from a full day tour and couldn't get into our room. It took my boyfriend 30 min standing in line to tell them we needed another key. People also constantly cut in line because of the long waits and none of the staff are mindful of the people waiting. After getting locked out of our room, they served is dirty champagne glasses, and the toilet broke. It took them almost an hour to fix it. Really cut into our plans for the night. None of this merited any apology or any bonuses to compensate for the poor services from the staff.

Guadalajara, Mexico
2017-08-05
 Very bad facilities and services.
Internet conexion very bad, we were 2 days without air condition Equipment in the room 6508.In the restaurant the service is very bad.Very old facilities.The window front the sea in the room 5404 did not open and the tv remote control and phone did not work. The security box did not work in my both rooms. 5404 and 6508.

Calgary, Canada
2017-08-03
 Upsetting start to our vacation
We arrived at the hotel after a 6 hour flight to be told they had given our room away and will not be staying at the Bel Air. We were Shocked, devastated and disappointed. The front desk agent informed us that because we did not pre pay for our reservation they gave our room away. When I made the reservation written on my confirmation was a noted stating our room was fully confirmed by the hotel. It also stated that if the hotel required prepayment they would contact me requesting my credit card information. The hotel never requested payment, I would have gladly paid had they requested it. To make matters worse when we asked what we were supposed to do the agent shrugged his shoulders and said I don't know and basically wanted nothing further to do with us. After a long conversation we finally worked out the remainder of our stay, but had to find another hotel for our first night there. At an inflated price. All around it set a bad tone for the beginning of our trip. I just could not comfortably recommend this hotel. There are so many other options in cancun. Redeeming qualities of the hotel is that the food is good and spa services are nice to.

User
2017-07-31
 Awful place
Awful place Pictures in internet do not match reality. Dirty bathroom Does not drain properly Foul odor in bathroom Restaurant is no good All noise from the bar below room. No stairs Elevator way too smallMore

User
2017-07-23
 Old hotel with nice and warm employees
Let's face it. The hotel need some renovation makeover. Some places need to be repain and fix. But besides that the employees were very well trained to please the hotel guests. I am glad I have chosen this hotel since they don't have kid, teens or spring breakers. We spent a quiet and calm holiday.

User
2017-07-20
 Not at all what we expected
We didnt like anything about the hotel a part from Benito, Alejandro and Angel that were the nicest and most accomodating team members. Rooms were smelling bad and not clean at all. Only beach and pool were good.More

User
2017-07-20
 Complied Disaster
A verry srtange resepection system for ceck in and ceck out,zero maintenance in the hotel,for a such a nice location i was expecting somting better.Most important i get stuckt in the balcony for almost 30 minutes becauce the door just didint open.Finally i took the aluminum door out from his place to get back in the room,i did not complain and the front desk becauce i didn't now wher to start it will take me to much time.Ther is one good think witch is the wiev from your balcony bud i couldn't enjoy it becauce i was affraid that I get stuckt again in the balcony!!!

Fort Valley, United States
2017-07-18
 Awful experience
From the check in to check out the experience was awful as a customer. From being charged extra person rates that we were not prepared to paid and had not been told about, to not having double beds as requested three days before arriving and being guaranteed to a wedding reception that lasted after midnight and we couldn't sleep, to being sent to at least 4 people to explain our problem and still not receiving a satisfactory resolution. To trying to be charged at checkout for complimentary services that were given to us because of inconvenience. I don't recommend this place to anyone. On top of that, money and a phone had been stolen from other guests and they complained of their issue the entire time we were there also with no resolution.

Phoenix, Arizona
2017-07-13
 Huge Disappointment
I stayed at Bel Air Collection four years ago and clearly something has happened in that time as my last visit was so much better. The check-in process was EXTREMELY cumbersome, slow, and unorganized. The entire process took well over 30 minutes. The rooms must have been undergoing some sort of renovation as the plaster around the door was coming apart -- to the extent where you could see significant daylight through the door frame. While the view is spectacular, there was a wedding going on right outside of the rooms and we had to listen to their music until midnight. I am all for a beach wedding, but I shouldn't HAVE to participate in it. We ended up going to the restaurant onsite and I am not a picky eater, but I have to say this food was really bad...I had pizza that was worse than a frozen pizza. I get it--ordering pizza in Mexico isn't the wisest choice, but I also have had pizza in many different countries and never has it tasted this bad! Check out was also painfully slow and while I was asking the check out person about things on my bill, he answered a call and helped two other people while I was waiting for him to explain my bill. As a result, I had to leave and after leaving, found out a charge that was not supposed to be on my bill was on my receipt. Overall, it was an extremely frustrating and disappointing experience. I attempted to call the manager upon returning home twice and was never connected. I gave up.

User
2017-07-11
 Great Service, Friendly People!
Some of the most friendly people you will ever meet in a hotel! Gaspar and Emanuel were extremely friendly, definitely ask for them! The room was comfortable, great pool, and overall amazing. I recommend the Aztec Cake!More

Margate, Florida
2017-07-10
 Needs a lot of work....
OK, we went here because it was in the Hotel Zone and it was close to the airport. We had come from Tulum and were only staying one night. Thank God! The bellhops were extremely friendly, but that's where it ended. The young man checking us in was rude. He told us breakfast wasn't included in the price. I told him when we booked online, it said breakfast was included. He snapped at me...breakfast was NOT included. I asked to see a manager and then he changed his tune and told me that continental breakfast is included but only in the lobby from 7:00 to 8:00 AM, which is ridiculous! The hotel itself is in complete disrepair. It looks like they're doing a renovation, but they should close it down until the renovation is complete! One of the two elevators broke down as we were using it! The room door didn't work and we had to tug and shake it before we could get in. The decor is the room is old. Chipped furniture...the chair in the room had an armrest that had fallen off. We opened the door to the balcony and it fell off! We had to call maintenance and in fairness, they fixed it within the hour. We could not sit on the balcony. The noise from the pool was SO loud! They had some sort of DJ yelling and playing music so loudly that we heard it even from inside our room with the doors closed. I had to wear my headphones so that I could take a nap! We missed the free breakfast since we slept in late so went for the buffet. Terrible. The food was bad. Orange juice was not fresh as they claimed, but from a bottle. Our server had an almost condescending attitude towards us, making inappropriate comments about drinking tequila and winking suggestively at my wife. Then when it was time to leave, we brought out our bags to put them in the car before checking out. They stopped us and wouldn't let us do it, somehow suggesting that we might take off without paying! I'm glad we only stayed one night. My suggestion to travelers, and I've been traveling all over the Yucatan for the last twenty five years...stay out of Cancun!

Cincinnati, Ohio
2017-07-10
 Don’t Believe The Hype! Will Not Return
The best thing about the Bel Air Collection and Spa was the spa. And that is where it ends.Go and see Lenore for a hot stone massage, but after that, hail a taxi and stay at another hotel. Lenore took her time, asked for regular feedback and actually went a little over the one hour time period. She was terrific.And then there was the rest of it…The uploaded pics look nice from a distance but up close, decay and severe wear and tear is very evident. No doubt this was a beautiful hotel once upon a time, but that time has passed. And, I saw no evidence of remodeling, just putting band-aids on a bad situation.The check in process took 30 minutes—no exaggeration. If you remember the scene in Zootopia at the DMV you’ll get the picture.The staff, for the most part, was friendly but, unfortunately, they are simply putting lipstick on a pig. The negatives are numerous.I stayed on the bottom floor, PB, which either stands for Pretty Bad or Putrid Basement. I have not decided which. The bellman had the audacity to say it was the VIP section as we walked down the crumbling hallway. I guess that was because of the jacuzzi in the room which I had no intention of using.1) There was water dripping from the ceiling in the bathroom—and it smelled like it. When I went upstairs to see about getting a different room there were none available so they sent a maintenance man to fix it. But it still smelled like a sewer so I spent as little time there as possible.2) There was HUGE ROACH on my floor the next morning, lying on his back, antennae still moving. Roach Joe was not paying so he had to go. I put Kleenex over him, crushed him and put a trash can over the resulting mess because I wasn’t about to pick that monster up.3) Both of my friends’ rooms were equally bad. You can LITERALLY see out into the hallway through crevasses all around their door frames. NOT SAFE. I could not believe we were being charged money for this insanity.4) On a lesser note, the food was the pits. I ordered pasta and meatballs. At first, I thought the noodles were cooked al dente, but the further along I got in the meal, they were more like glue. My friend’s pizza was of the frozen variety and the risotto was just disappointing rice. I thought the brownie and ice cream would be a good dessert choice but the brownie was dry and brittle. (By the way, we ate BEFORE I knew the place has roaches.)When I checked out the next morning and told the person at the front desk about these issues he shrugged and said there was nothing he could do about it. NOT EVEN AN ATTEMPT or an offer to speak with a manager.GENERAL MANAGER – Please do not respond to this with the same insincere, canned message you’ve pasted on all of the other bad reviews.HOTEL STAYING PUBLIC – RUN! And take your credit card with you. This in the top three of the WORST hotel experiences I have ever had.

Rancho Cucamonga, California
2017-07-07
 Needs major makeover.
This hotel needs major renovations!! The rooms are old, poorly decorated, the lamps are old and rusty... We couldn't wait to check-out because it felt like staying in an abandoned hotel. The only nice things are the pool/beach area and the restaurants which had delicious food. DO NOT STAY HERE!

San Jose, California
2017-07-07
 Easy Going
This is my 2nd time at this hotel and I just absolutely love it!! If you want a basic, relaxing and peaceful vacation spot- I highly recommend this place!!! The staff is just incredibly sweet and accommodating: Efrain, Marisela and Ismael to name a few are just the best! Perfect hotel for families and if you don't want to be in a huge hotel.....This is my go-to hotel and though it could look cuter (paint, construction) the overall quality is perfect.

Chula Vista, California
2017-07-05
 So very hopeful! I wanted this to be great!! What it comes down to is would I go back? Sorry, no.
I purchased a package through Groupon and read tons of these reviews! It was very obvious from those that your stay is either great or horrible, no in-between. I was so nervous going into this seeing as it seemed to be such a crap shoot. Well, I guess we were the in-between. I am not high maintenance by any means and you do get what you pay for. So with that being said, it really depends on what you are looking for, so here is my breakdown.Room: 4/5- (Our first room had two beds with a lagoon view, no balcony- uh not great for our anniversary celebration so we snuggled in tight for two days- but we requested and were able to get a king room with ocean view and balcony for no extra charge. Yay!! So beautiful! It was clean, yes this place is a little old, but all was good- you're by the beach, that creates a lot of wear and tear- accept it. It looked just as the pictures show. There were times we needed towels, you only have 2 English tv stations, our safe didn't work, etc. but no real big deals in all and they were taken care of.Service: 2/5- It's definitely hit or miss. There were many times where we would be sitting at our table in any of the restaurants and we didn't even get water for 10 or so minutes. Poolside service at times took 30 minutes just for a drink (or a menu!). We felt like since we prepaid all inclusive, maybe they weren't working so hard for a tip since it wasn't an instant check/tip that was being paid. Positive notes- mini bar restocking was like clockwork and he was so cheerful and accomodating (sorry I missed his name), the evening treats were also a nice touch and very sweet as well (no pun intended). We counted on and appreciated the excellent service from Emanuel, Salomon, and Alfredo. Food: 2/5- This was the most disappointing part of the whole experience. I kept an open mind, tried something new everyday, and it was constant disappointment. The poolside food was cold and mediocre. (Ground beef at this hotel is a whole new experience, so disgusting.) There were a few entrees at the restaurant that were good, but overall this was the worst part and because we already paid all inclusive, we felt kind of stuck. The breakfast buffet was the one meal we could count on that would be good. Great fruit, traditional choices, and local elements that were so good (chilaquiles, sopes, etc.) Overall ambiance/view/location: 4/5- First impressions; we had a long rugged day of travel and were greeted with champagne and a view down the corridor that went straight to the beach. It is a beautiful location, but we did feel a little out of the loop as far as the Cancun experience. Not much around us, as we went on tours and had to pick up other guests from other hotels we felt like we were kind of in the low budge section. HOWEVER, the infinity pool, and beach were absolutely gorgeous. The cabanas are cool. We had some stormy weather and really rough beaches but that has nothing to do with this hotel and we enjoyed being stuck in our pretty room with it's great view. Lastly, Didior in excursions was a total sweetheart. He went above and beyond to help us out, book shuttles, and had such a great personality on top of it all. Oh and my phone got hacked, not sure if this had anything to do with unsecured internet access, but that kind of sucked too. :( If you read this far, I hope this helps, I think it's really crappy that there will just be a canned response from the owner that says the exact same thing for EVERY review. Why bother dude.

User
2017-07-03
 Not the best place for work
I was there with a group for a meeting. Check in was very slow and chaotic, as it was slow the check out. The building is kind of old and would need some maintenance. However, the rooms are nice and clean. Pool and reception areas are nice, especially when breeze blows. Food not always great and drinks a little light. Staff was nice (except for supervisor, a little too rigid).

mcallen, United States
2017-07-02
 Worth every peso.
For 2 people in ocean view room, I paid $200/night for "all gourmet ", aka all inclusive. Definitely worth it. Great location and awesome customer service. Can't beat lying in the sand or by the pool and having waiters taking your drink and food order. My one recommendation to the hotel, is to get more umbrellas.

Chicago, Illinois
2017-06-26
 Very Promising but Undelivered
I thought this place had the potential to be great but they didnt put the customer first. My jaccuzzi was broken and they still didnt refund me my money prior to leaving the establishment. I probably voiced about an hour and a half of complaints for two days and still didnt get granted my refund. Also, my room smelled like sewage the last two days. That was very much so unacceptable.

Boca del Rio, Mexico
2017-06-25
 Not a good option for our requirements.
The general maintenance was very poor and the room smelled like spout and never solved. We asked for a one bed room and gave us two beds. The food was too expensive for the quality (breakfast). The elevator is too old and two of them weren't working.

User
2017-06-22
 Not a good experience
1. The room numbering system is crazy. I went to the sixth floor and had to come back down. 2. No one tells you when you check in that you need a plastic bracelet. 3. The internet hardly ever worked. 4. I couldn't find anywhere to plug in phone/computer except in bathroom or behind bed. 4. I twice asked for a wake-up call, both times they forgot. 5. Bellboys are not attentive. 6. It's not the hotel's fault it rained heavily, but it is the hotel's fault that to get to the restaurant we had to pass under a shower of cold water from a leaky roof. 7. The washbasin didn't drain properly.

User
2017-06-20
 Its ok
I would love to give this place a 5 star because there costumer service is great and the food is excellent,but on the other hand they have no entertainment what so ever,and its not your buffet all inclusive either.No coffee machines in the bars ,only in the restaurant,so you can not just order a coffee any time of the day.They have coffee hours one in the morning and one in the evening.The hotel would look great but needs alot of improvement.They do working on it,seems.Its only adults,no families,but let me tell you majority of there guest are from other part of mexico and very young .We couldn't sleep for 3 nights out of 4 because the kids were so drunk and staying up till the morning,slamming doors,yelling,knocking on our door trying to come in,had to call security.Thats the type of crowed they had.Ocean is beautiful,pool is nice and clean.Have to say the food is the best i ever had on a resort.I wouldn't go back.Its because the type of guests they have.Otherwise would be a good 3 star place.

Amsterdam, The Netherlands
2017-06-20
 Very nice and affordable hotel
Loved the Hotel. Went there with my mother and we had a great time, the general areas could have improvements made and a little bit of maintenance on the walls and stuff. But the price is really good for a hotel with an infinity pool and a beach. The location is also really nice, there's a bus that leaves from the door and it goes the whole Hotel-Zone to the center so you can go to any beach and any restaurant that you'd like. Loved my stay and hope to come back next year!

User
2017-06-13
 Bday trip
Raul animation personal is great!Loved him,very friendly and helpful. Come and visit him he will give you great advice on what to do on ur stay here Makes u feel like a friend,anything you need hell help you. He has been in this field for about 2 years.

User
2017-06-13
 Second time and not sure I'll come back.
Hotel itself I a little run down, but decent, they are making repairs. Staff: only a few stand out: Raul(Animacion/Entertainment) was great in offering places to visit as far as clubs and nightlife. Chantal(Server)Efrain(Server)Gaspar(Bartender @ Shipwreck)Emanuel(Pool Server)Everyone else was just rude and inattentive, this is my second time being here.Food, was excellent, as I remember it. From the moment we arrived we had a problem, from the key not working on our room, to our luggage not being delivered to our room, having to go to the lobby 3 times to figure out how to get into our room.Asking for simple information, and just overall customer service was lacking from last time I was here. Not sure if I will be returning.

Fort Worth, Texas
2017-06-11
 Very Good Place to Stay
Enjoyed my stay here. The staff were very friendly. The pool and beach were fantastic! I will say the beach side service needs some work. One day it was excellent and the next not so much. Everything else was great. Food was deliciousMore

Vancouver, Canada
2017-06-09
 Beach
This hotel has one of the best beaches in Cancun and lots of cabanas and lounge chairs for all guests- Pool was also spectacular. The only downside to this hotel is the check in was extremely long and I know we were in Mexico but very few staff spoke English so we had a very difficult time explaining that there were no towels in our room. We were also charged gratuity for to days even thought we only ate breakfast one and actually tipped the waiter.

Edinburgh, United Kingdom
2017-06-04
 Brilliant Wedding at the Bel Air!
Recently stayed at the Bel Air and attended a wedding in the hotel. While the room could be doing with a refresh (balcony doors didn't close properly so was loud and being on the top floor we felt the wind. Also new Air con needed, the thermastat was broken so the air was stuck at 24 degrees making it very unpleasant to be in the room - when we enquired at reception to relocate the staff member just shrugged his shoulders because we only had 1 more night to stay) everything else was great. The wedding was beautiful and ran perfectly, staff were exceptional ensuring it was a smooth operation. Great food and great service.

Peterhead, United Kingdom
2017-06-03
 Great Wedding Venue with first class staff.
The Bel Air was a first class venue for a wedding. It was beautifully decorated for the special event and the food could not be faulted. The service was brilliant and we wanted for nothing whilst getting plenty of attention to ensure we had ample drinks and food.A special mention must go to Efrain Gormain who served us breakfast, lunch and then in the evening ensured we were well looked after at the wedding reception of our son and daughter-in-law.The following morning Efrain was on duty yet again at breakfast, still smiling and waiting on the guests having had only a few hours sleep. Very hard working young man who was so friendly and kind to us.A big thank you to Bel Air Resort for this lovely memorable trip and making a special occasion very special.

User
2017-06-02
 Vacation
Bel Air was awesome! The room was perfect, they ALWAYS had towels available & they cleaned our room every day! The staff was amazing, especially Victor! They gave us tips on where to visit and what buses to take. The pool is so beautiful with a gorgeous view! Will definitely be staying there again!

Orangevale, California
2017-06-01
 Our Getaway
Upon arrival mimosas were provided. Our room wasn't the greatest view but ok. We paid a little more for an ocean view. My ch better. The all inclusive dive option is great. The restaurant was excellentMore

User
2017-05-27
  Nothing special
Just returned from the bel air after spending a few days there for my partners birthday.As we arrived to the front of the bel air we was very much happy with the look, until realising the inside was a different picture. Decor was very dated, granted they was touching up parts during our stay, but personally the place needed to be shut for a full " refurbishment ". All the receptionists personally need some customer service training, and it would have been nice for at least one receptionist to be able to speak fairly good English, seeming though this hotel is advertised on a English tourist website. As it was my partners birthday on one of the days I asked if there was any service of a cake being brought to the room, this was free but unfortunately it came with a females name on the cake, yet they could see after me giving the room number that it was two males stopping in the room... No place really to sit in mid day to get some shade in 30+ degrees, lobby bar Only opened on the evening which would have been ideal to have gotten shade in mid day. 100% sure our drinks on two days of our visit was alcohol free from the beach bar... ( saving on costs I guess, shame as we payed extra for all inclusive ) tables are provided around the pool area, but unfortunately couldn't really be used to enjoy a drink or food as it seemed impossible to have a parasol to shade under. Temperatures are to high to sit out in full sun to eat a snack/meal drink. Power cut happened on one of our days which lasted about 6 hours, which wasn't ideal as temp again was 30+ degrees so no room to cool down with working air conditioner. ( funny they new how long it was going to be off for and was pretty spot on..) Rooms are very dated, balcony door was pretty hard to slide open, light fittings and plugs are in a bad state. And out of the four days of being there we received the turn down service once, which we were told this was daily. There are a few good points to the hotel, food was good, sushi was spot on, beach/pool towels was available to change throughout the day, sun loungers comfortable, beach was cleaned daily and mini bar in room was changed Daily. An extra special mention too YOVANI & MANUEL, who made our holiday feel that little more special with there efforts and attention to detail, which the rest of the hotel seemed to lack.Both a credit to the bel air.

User
2017-05-27
 Not a easy hotel to deal with.
Let me start about the good stuff about the hotel.-beautiful location-fairly clean-food is goodNow when I arrived at the hotel my friends and I had to cancel a previous reservation due to plane delay issues. So We made a new reservation. When We got there they told us "sorry we have no reservation. You must rebook online." Well online had no rooms available. Their system is out dated and had not updated to theirs. We had to fight with them in order to get a room. Know one wanted to help us. Until We met Diego, he was very helpful and very friendly and the only one who cared enough to help. The second night being in our room we ran out of toilet paper. We called down to get some 5 times. Did We get our toilet paper? Nope. We all went to sleep next morning. A friend of mine had to go downstairs to find toilet paper (which was a struggle)4th day we decided to get pizza from one of the restaurants by the pool. Big mistake! I got sick for 7 days after eating 2 slices of disgusting pizza. The hotel needs an update on their hotel and elevator. Over all I didn't enjoy my stay as much as I would have liked. And will not be going back.Special thanks to Diego for his help and being the only one who as kind to us.

Cantley, Quebec
2017-05-16
 Bel air collection
The food is great the beach bie the front desk services not so great it took 12 hours to come in my room to fix the toilet that for me it's not acceptable . on the other hand the food is great the service at the restaurant is good

georgia
2017-05-14
 anniversary 2017
The people who work here make sure you have a great stay. The hotel is smaller, so they really take care of you. Marisale is the best, although we miss her at the pool. If you want a wonderful time in Cancun, great food, good accommodations, and the best staff. Stay here you will love it.

User
2017-05-12
 Amazing staff!
I traveled alone and the staff really made me feel very welcome. My favourites are Diego at the front desk, bilingual and very personable. He helped me with any discrepancies and ensured I was satisfied with my stay. Eduardo, and Urel (Jesse) amazing servers. Even though their English is not great they made the effort to have a conversation with me which was refreshing given I was traveling by myself. The bar tender was also amazing but I can't remember his name! All the staff were on point. With that being said, I can see why belair was rated 3.5 stars as it is a little bit run down and needs a few updates, over all the cleanliness seemed good but the staff, AMAZING!

User
2017-05-10
 Service
Uriel is the best waiter in the entire world. We also love Gaspar and Emanuel and Irving. They always came to us when we wanted service and were very quick to fulfill our orders. Please acknowledge their services because they work very hard. They should be given a raise because it is so hot out and they made our stay worth while. And Lando makes the best Margarita pizza.

Bogota, Colombia
2017-05-09
 Awesomw our room view to the pool & ocean!
It was a great stay, the pool and the ocean are amazing!! the only thing that happen to us was that the lock of the door got broken and we had to sleep for 1 night without locking the door of the room!More

Bowie, Maryland
2017-05-04
 DONT COME HERE!!!!
The entire front desk staff and the call center made my stay memorable for all the wrong reasons. My Wife and I had problems from the minute we arrived at the property. We were greeted by Diego who was honest and told us it was only his 5 day working so he would need help with our situation. The help was a short guy with glasses that clearly did not care one way or another if it got resolved or not. Upon arrival I was told my all inclusive was not all inclusive even though it was confirmed through the call center 3 weeks prior to the date of the reservation. I ended up sitting in the lobby with my wife for 3 hours trying to get it fixed and nothing was done. The call center could not find the person I spoke to then told me that the name I provided was not of someone who worked there which was a complete lie. After hours of trying to call and get it fixed I ended up paying $315 USD to fix issues that were the hotel and call centers mess up. After paying, we were told the all inclusive would not start until the next day, this also was concerning because that meant we couldn’t eat even though it was paid for but after explaining that we were going to report the hotel they quickly started it that minute. On top of that the resort was being renovated so the workers would start banging and slamming things around 5AM every morning. My room was across from the stairs that led to the basement where all equipment was stored and my wife and I never got to sleep past 6AM. I went to the front desk everyday and they did nothing!!!! My room was 5111, and there are tons of reviews about that room and rooms next to it. You could hear banging and slamming of buckets around 4:30AM and when I would look to see who it was it would be the clean up crew laughing and joking like it was 4AM. The backdoor of the front desk was next to the steps in which you could here that door slamming constantly in the early morning as if they didnt care if people were sleeping or not. Every time I went to the front desk about this, they acted as if they had no knowledge of this but the front desk was literally 25 to 30 feet away from my room. I was offered a new room around 5PM my last day but did not accept do to the room because my wife and I had to leave around 8AM the next day and it would serve no good purpose to do so. I spoke to a Supervisor finally who actually made my wife and I feel like we were actually going to get the help we needed but I was wrong.

Ontario
2017-04-27
 Avoid at all costs! Safety Hazard! Literally FALLING APART!
To begin, I travel at least 2 or 3 times a year, always to an All Inclusive and always in the Caribbean (usually Mexico, Jamaica, Cuba, Dominican). To say the BelAir Collection Cancun is an absolute dump is an understatement. The fact that Air Canada Vacations even sells this property is even more astonishing. It is literally FALLING APART. In numerous reviews the General Manager apologizes and refers to being in a “remodelization process” this is NOT true. We were given one of the “remodeled rooms” it consisted of a new coat of paint on 1 wall.We arrived on Monday April 17, 2017 and were at the hotel by 10:30am. Upon check-in we were told that our room wouldn’t be ready until 3pm (totally normal) and that our All Inclusive option wouldn’t begin until 1pm. I have NEVER IN MY LIFE heard anything so ridiculous. So, if we wanted drinks or food before 1pm, we had to pay for it. The second we entered the lobby I knew we had a problem. The floors were filthy, dirty curtains hung in the entry way around the lobby, the elevator appeared to be something out of a horror movie complete with exposed wires and what appeared to be mould. When we finally got our “recently renovated room” we were shocked. A dirty used bandage hung in the shower, nose mucous was smeared on the head board, our door was rotted to the point that when the waiter knocked and entered he pulled the entire lockset out of the wall, the safe had no lock in it, the air conditioning didn’t work. All of this is documented in the photos attached. I immediately phoned Air Canada Vacations who were stationed in Cancun to let them know that we needed to be changed immediately. This hotel was at best a 1*. I was promptly told that it was Easter vacation in Mexico so most hotels were full but she would call me in the morning to give me options. We were shown THREE different rooms, all were equally a disaster. Handles falling off the cabinets, mould in the bathrooms, no working air conditioning in ANY of the rooms we saw, chipped paint, dirt, dirt and more dirt. We were finally given an “upgraded, renovated, Jacuzzi suite”. No working air conditioning, it was on the ground floor with a door leading out to the pool (so we lost the oceanview we paid for) and discovered that the lock on the sliding door going out to the pool was broken so it didn’t lock. The wiring for the Jacuzzi was exposed and when you flicked any light switch in the room, all the lights came on. There was obviously a serious wiring problem. We ended up stuck at this hotel for the night and neither one of us slept in the sweltering heat knowing the patio door allowed free access. I will say that the food was decent though the A La Carte options would get really old, really fast. The wait staff work their butts off and are very nice people. I feel bad that they have to work in such a dump of a hotel.This hotel is also supposed to be “adults only”. I informed the Air Canada Vacations Rep that there was a local family there with 2 children who were approximately 6 & 8 years old. The response I got? “Well are there only 2 children?” I actually laughed and felt like I was on candid camera. 2 or 20, it’s advertised as adults only!!!!The next morning we were offered to move to the Grand Palladium for an ADDITIONAL $600.00 EACH (not happening considering we already paid $2700) or we could move to the BlueBay Grand Esmeralda for $82.00 each. We took the BlueBay, refused to pay, so Air Canada waived the additional fees and by 11am we were on our way to paradise (via a $45 USD cab ride that we had to pay for). BlueBay Grand Esmeralda is absolutely SPECTACULAR. See my separate review for details. Please STAY AWAY FROM THE BELAIR CANCUN. While the beach is nice, the resort itself is an absolutely safety hazard. My partner works in the Health & Safety field and he was totally taken aback by the standards and the fact that this hotel was actually open and being used by the public.

Rigolet
2017-04-27
 Great Experience
Had read many reviews prior to heading to Cancun for the very first time. I can only say good things about my personal experience with the hotel and its staff. From the moment of check in to check out, my experience was very positive. There was a mix up with our room when we arrived, but that was resolved the very next day. I was booked in a room with a lagoon view, but was upgraded to ocean view. The wait staff, the bar staff and pool staff were all very kind, very attentive and most of all very personable. I have nothing but good things to say .

User
2017-04-24
 Overnight near the airport but disappointing
We stayed ar this hotel for a night as a start to our holiday as we could not reach our first holiday location as we arrived in the evening. The hotel is basic, unmaintained and therefore ropey. Glad we did not have to stay longer and this strip was a bit heartless. The restaurant in the hotel was a bit of saviour but i am glad we did not have to stay longer. A shame it is not maintained as the staff were pleasant.

Hotel style

Top resorts
Spa
Room types

Suites
Non-Smoking Rooms
Outdoor

Beachfront
Sun Deck
Private Beach Area
Terrace
Pool and Spa

Outdoor Pool
Hot Tub/Jacuzzi
Massage
Spa (additional charge)
Fitness Center
Food & Drink

Snack Bar
Restaurant With Dining Menu
Breakfast in the Room
Bar

Free Internet
Free Parking
Front Desk Services

ATM On Site
Tour Desk
Currency Exchange
24-Hour Front Desk
Cleaning

Ironing Service (additional charge)
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Laundry (additional charge)
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General

Adults Only
Designated Smoking Area
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Car Rental
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