The truth is that this hotel is cares to try. We were happy to stay here. The majority of wait staff was very helpful and kind. The Pool is nice. The rooms were clean and we had a nice view of the ocean. Last day we had an issue with a tour which caused us to check out early. When we decided to not take the tour the reception was kind enough to issue us our key again and allow us to use the resort for the rest of the day including our "all-inclusive" privileges. Most hotels are too rigid to allow this. Especially in a place were tricks are hidden behind tricks but that's another matter. There are areas for improvement but i feel that they want to improved their service and the experience. read more

Bel Air Collection Hotel And Spa - Hotels Near Me - Cancún, ROO

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I stayed in a condo here through Airbnb and it was breathtaking. We lucked out. We didn't realize we were going to get a direct view of the ocean, the pool, and all the scenery to follow. The safety precautions in place were great and made me feel safe. We stayed here for the weekend and would definitely book again. Everyone was nice and we still had access to the hotel. read more

What an amazing vacation Get away!!!! A very intimate passionate place to vacation! The service was bar none amazing! The all inclusive price was very affordable and selection of foods excellent! Drinks, well what can I say, "anything you want"!!!! I have been to high end resorts where I've spent up words of 500$ a night, but nothing compares to the treatment I received at the Bel Air for a fraction of the cost. It's not your bells and whistles like some other resorts, but at the same time it's not as loud either. Very calm, quiet, relaxed atmosphere with a touch of elegance!!! We enjoyed the most tasteful breakfasts daily! The amazing staff that took care of us included Eric, Mariano (who I witnessed work almost 16 hours straight) , Alfredo (who made sure our coffee was always full) cristal and Dolce always pleasant in greeting us and making sure everything was to our satisfaction. Our Hostess Amairiana always made sure we sat where we wanted, with excellent views of the ocean/pool! Francisco always coming around to make sure we were being taken care of!! Though I'll have to say on of our favorite servers was , Yoni!!! Yoni was amazing, he took care of us every evening we were there and even made sure we had the most spectacular evening on our last night!! He set our table up with rose petals, had special drinks made for us and even a special dessert to cap off the evening!! We are forever thankful to Yoni!! Very happy we decided on the Bel Air, from the moment we walked in, to the moment we left, we were treated like king and queen!!! I would definitely visit again..... and the views...... million dollar views!! I fact priceless all around!!!! Thank you Bel Air for treating us so well!!! We will be back soon my good friends..... read more

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This place was beautiful, the stay was great, There's a bus stop right outside that will take you to the strip where the tourist go and all the fun is. The food wasn't all that great but their drinks were so that was good. read more

Bel Air Collection Hotel And Spa - View frontage balcony - Hotels Near Me - Cancún, ROO

I booked this hotel last minute due to winter storm jonas. My Resort was completely booked and and already changed my flight to arrive two days earlier. The Belair looked promising, but I should have payed closer attention to some of the negative reviews. When I arrived at the Belair the staff was very sweet and genuinely wanted you to have fun and enjoy yourself. However, when we got to our room it was a bit scary. The bathroon was run down and the view of the lagoon was directly over the parking lot over looking the oxxo. We heard cars go by all night. The next day while in the pool area we decided to take a dip in the hot tub, which is the only way to access the swim up bar, but the water was luke warm. Very disappointing! The only thing that truly made up for the dissapoitments were the staff. read more

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This was not the experience we had hoped for. Our flights were changed due to weather and we were stuck in Cancun. I looked for a decent hotel for the night, and found Bel Air on Hotels.com. It looked nice enough and in a good area of resorts. All of the phone numbers listed did not go through and we were unable to get an airport pickup. So we had to take a very expensive taxi, that took over an hour dropping another person off first. After a very long day, the checkin was over 20 mins with no line, just waiting for a room and key in a windy & cold open courtyard lobby at night. Then she charged us $25 more for having 2 kids instead of 1, for the same room. Even though at 9:30pm there were no amenities or resort services even available to use. I said we would be out first thing in the morning but she still charged us. They gave us a room on the top floor in the corner. The room had a Huge engine mechanical sound that continued all night. There was no hot water in the shower and the room also was extremely cold. When i called down to make a room change they said they were "working on the hot water". Needless to say it was a long, loud, uncomfortable night. Not recommended for comfort or a restful break. read more

Bel Air Collection Hotel And Spa - Cold January night checkin. - Hotels Near Me - Cancún, ROO

This resort is absolutely beautiful! This resort has the best views, it had plenty of seating and umbrellas on the beach itself and if you look around the other resorts did not have that. Yes it could use some work in the rooms and far as renovation and color but overall we were happy with our experience. The staff is VERY friendly and accommodating. I had no issues with staff being friendly. Down to the staff members cleaning floors they ALWAYS stop, acknowledge you and say hello with a smile. Food was decent, we got to know what to order during our stay. It was all inclusive and overall good experience. Giancarlo was the best, he was quick and really made our trip amazing, he works the front desk but found his way to bar area to check in with us, even went out of way to say goodbye. This service is amazing and he needs to be the manager one day!!! Daniela was great too and friendly. read more

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If I could I would give it zero stars. Bel Air, thank you very much for ruining my honeymoon. We arrived at the hotel at 9:40pm (as our flight got delayed) ready to enjoy not only of our vacations, but of our HONEYMOON, only to hear the shocking news that our card didn´t allowed the charge that you tried to do on February 25 and that the hotel DIDN´T HAVE ANY available rooms. When I booked the hotel I called to confirm the reservation, your manager told me that the payment was going to be done when I arrived at the hotel. I couldn´t believe that Bel Air NEVER told me about cancelling my reservation, even though they had all my information (email, number..). They didn´t care that I had a reservation since January 31, 2019 and several emails from the manager where he CONFIRM that the payment was going to be done ONCE IN THE HOTEL. The saddest and frustrating part was, that your staff told me that we weren´t their problem as we never paid. Really??? You did NOTHING to help me or to solve the problem. It was spring break and mostly ALL of the hotels were fully booked. We ended finding a hotel around 11:40PM. Thanks for showing me how a hotel can have zero empatic and careless staff. You have my promise that I will NEVER return to that hotel and neither recommend it. read more

This is my favorite place to stay in Cancun. I have spent two separate trips and have been more than impressed the the quality of the rooms, the excellent value and very accommodating staff. You are located right on the water in the hotel zone within bus range of nearby public beaches, restaurants and nightclubs. read more

Bel Air Collection Hotel And Spa - Honeymoon suite - Hotels Near Me - Cancún, ROO

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Kinda get what you pay for. I wish I looked at the reviews better before booking here! Pros: free sunset champagne toast. Right on the beach. Smaller resort so less people. Infinity pool. When we addressed our issues upon check out the front desk comped a meal. Cons:Our entire floor was under construction! We had to walk over broken piece of building. They were literally drilling the walls off and drilling apart the room next to us so that we couldn't even hear ourselves talking haha! Our room had weird white handprints on the walls and light switches. It took over an hour to get us checked in. 45 mins to check out. Old food sat in the stair well for three days. My boyfriend and I both got in trouble and whistles blow at us for not swimming or sitting in the pool properly. (I think the guy took his job a little too seriously)...all in all. If you are on vacation and looking to budget your stay. This place is so so but a 5 min walk down the beach is epic. Kinda get what you pay for. read more

We stayed there for 4 days 4 nights. It's an open air lobby with flowy white curtains in the middle with couch seatings. The pool area and ocean view was breathtaking. We arrived at about 1pm which is also around check out time. We were welcomed with a mimosa and alot of impatient guests that were trying to leave. Unfortunately, there was only one clerk at the front so we decided to just wait by the pool and took some selfies. When we noticed another clerk is checking in guests, we lined up, were immediately checked in and received our wristbands. We had to wait another hour to get into our room since it was still being cleaned. We changed into our suits in the quaint lobby bathroom and off to the pool we went. The service at the pool was great! Staff was friendly and helped us with our Spanish. Our food took awhile to be delivered to us but we they made sure our drinks were always filled. Be sure to order the ceviche, you cannot go wrong with that. Pool water is cold in early February, you are better off swimming at the beach. Once we finally were able to get into our rooms, we were too tired to find anything to complain about. It's nice basic room. Bathroom was clean. We had to always ask for extra towels though since we were always given just 2 for the 4 of us. We had the room with 2 full beds and a pull out sofa. The pull out was pretty firm, but you need to sleep on the foot of the bed since there is a little bump on the top that can be a bit uncomfortable. There are renovations going on right now as we have noticed some construction staff around and painters. There are 3 options for dinner Sushi, International, and Mexican/Italian. -The Sushi restaurant is in the lobby area, there is only about 4 low tables with 2 pillows for seating. We waited about an hour to get seated and had to steal a couple chairs from the lobby to fit all 4 of us. The appetizers were good, the sushi for some reason all had cream cheese. We asked if they can take the cream cheese out but they said they can't. All in all the experience would be equivalent to eating tacos in Japan. - The International is in the same restaurant and the Mexican/Italian menu options they just separate it. Let's start with International, we ordered all seafood dishes and a steak option. The food was a mix of Asian and European inspired dishes. All very decent and some dishes do stand out more than the others. - Mexican/ Italian area is just as it is there is some items in the menu that are Mexican and some are Italian. I think we enjoyed the chicharones beef the most. We did the all inclusive option and were very pleased all around with our experience. The Bel Air provided us with great friendly service, a decent room, and good food. read more

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First time ever at an all inclusive resort, highly enjoyable, excellent staff! Food was great and the colors of the ocean water were fabulous. I would highly recommend staying here and would go again. read more

My friends planned their wedding here for March 2020 but due to COVID they were forced to reschedule to a later date which was more than six months away. I'd originally booked 4 all-inclusive nights through a wedding block. I tried contacting the hotel for a refund, which they had told the bride and groom they would honor due to the circumstances, but never received anything. I was unable to get ahold of the hotel via email or phone. My initial receipt was sent from a "no-reply" type email address and the receipt provided no contact information other than a 1-800 number which couldn't get me in touch with the correct department. It had been so long between booking the hotel and the trip getting cancelled due to COVID that my travel insurance through the credit card company wouldn't help me. I'm now out $1k for a trip that never happened, during a crisis when money is tight. If the hotel hadn't agreed to refund the wedding block, I'd begrudgingly understand but since they agreed to it, I am beyond frustrated and warn others to consider going elsewhere. read more

I have nothing positive to say about this hotel. The place is very old, run down, paint falling off the walls and rust all over the place. Check in and check out takes an eternity (which might as well be a Cancun thing because we had the same experience at several restaurants there), glad we had a "room only" stay because the one time we tried the food it was a mediocre, tasteless garbage. We never got a remote for the TV, the AC stopped working a couple of times and our housekeeper never changed the towels, we had to keep going to the front desk to request more because they never answer the phone when you dial 0. We are never going back to this hotel! Save yourself the disappointment. The only good thing was the beach view, but we live in Miami, we have that at home read more

Albejorro at the shipwreck bar was a great waiter! The bartender Gaspar was amazing !!! Go see him he's a sweetheart all the staff was so friendly !!! Bartenders waiters waitresses they were all the sweetest! That's what makes Mexico, the people ! Too bad many Americans wouldn't tip because this service is so much better than American service !!!! And I am an American so don't come at me broke ass bitches !!!! read more

This is the worst hotel/resort I have ever stayed in!! The rooms are awful, run down in every way. Linens are old, paint chipping, walls stained, musty mold smell, floor tile is cracked, air conditioners freeze and stop working ( we had 4 different rooms and they were all the same) Food is subpar and drinks are watered down. This hotel is run down to say the least which is too bad because the location on the beach is very nice. Now for the best part...my friend had money stolen out of the safe while on an all day trip to Tulum. We reported it and the shift manager (Christian) told use they would look at the video tapes and run a check on the door Key to see who entered the room, they never got back to us. When we approached them they put us off and then finally, Christian said, they found nothing. We met another guest who coincidently had the same thing happen when they were out for the day.. Oddly enough, we were both on the 6th floor, we had scheduled trips where we would be gone for several hours and we were both American. When we heard this story, we demanded to speak to the general manager ( Nelly Sanchez). she stood us up the first meeting, we demanded another meeting and Nelly lead us to a private room with a security guard. She basically had the same story as the other staff members......didn't find anything, told us how secure the hotel was and that they haven't had any problem with this sort of thing. She said the only keys to the safe are the ones the security guard walks around with all day (on his shoulder) blah blah. I brought up the other guest that I met who also had money stolen from her room, Nelly said the money wasn't stolen, the guests had misplaced it while partying and found it. I decided to contact the other guest to check ( we exchanged cell numbers the night we reported the incident) it turns out they had checked out 2 days prior for the second leg of their vacation but said they never recovered the stollen money and were not able to get a hold of the manager. So, as it turns out, Nelly is also a liar. In the end, we negotiated a discount on room charges but it certainly didn't compare to the amount that was stolen from the safe and it definitely wasn't Nelly's idea to compensate my friends in any way. This hotel photographs well, don't be fooled like we were! DO NOT STAY HERE read more

We stayed here for three nights. The first room we stayed in didn't have a privacy lock on the inside of the hotel room. The door locks but anyone with a key can enter at any time. Unfortunately, we were awoken by a staff member opening our door at 2:15 AM while we were sleeping. We jumped out of bed and ran to the door and saw the staff member hurrying away. I assume it was an honest mistake and I don't think the guy wasn't trying to rob or attack us but that's a scary situation to be in. We emailed the general manager the following morning and were upgraded to a top level room within a few hours. We have no complaints about the top level room except for, of course, the absence of a privacy latch inside the room. Other concerns: - The shower in the first room was clogged so I was standing in an inch of dirty water within 2 minutes of turning on the shower. Absolutely disgusting. - The elevator is extremely slow and dated. Take the stairs if possible. - The second room were were in had a balcony. While standing on our balcony, you could see onto the balconies below us and there was trash on those balconies that had accumulated over time (cups, cigarettes, a rag, etc.). I would think the staff would clean the balcony when they're cleaning the room. - The property is dated and needs new paint, power washing, new mirrors in bathrooms, etc. I will say that the general manager was very responsive when we expressed concern about the incident described above, whereas some managers might have told us they'd look into it but not move us to different room. - beach service staff was very responsive and did a good job of ensuring people on the reserved lounge chairs were actually guests of the hotel - lifeguard always on duty and did a good job of regulating the beach area - the pool is an infinity pool, is very large, has a bar with bartenders, etc...very nice. - staff is friendly - We were there for New Year's Eve. Although we didn't participate in it, the hotel hosted a dinner party with large tables, a dance floor, music, etc. and it looked like the guests who attended were having a lot of fun. If you're on a budget, this is a good place to stay, but I wouldn't recommend it if you're picky when it comes to the details of the appearance of a hotel. read more

Bad service. Rude staff. Would not recommend this place. Only nice thing about this hotel is their infinity pool.

No wi-if in the rooms. Only in Lobby and that is very spotty. Food in the restaurant is below average. Rooms are old, staff not overly friendly. First resort I've stayed at that I had a negative experience with. Do your research before booking but stay away from this place. read more

My boyfriend and I were suppose to be in Thailand but had last minute cancelations due to the corona virus. We last minute booked this trip to Cancun and we are so happy to have picked the Belair as our place to stay. We had the most perfect balcony from the 6th floor that overlooked the lagoon and had the most beautiful sunsets. Every night they had champagne/ desserts to offer during sunsets. We chose not to do the all inclusive because we wanted to get out of the hotel and see Cancun more with all of the delicious food places it had to offer, but we did spend a lot of time at the pool where we had the honor to Sergio, irving, rodolfo, and cap. Roger!! They have all made our trip one to remember with there amazing service and friendly welcoming. Giving this 4 /5 stars because the rooms alone were just a little warn down, but that would be a given with the age of the hotel we chose to stay at. I would book this place again in the future. read more

Bel Air Collection Hotel And Spa - Hotels Near Me - Cancún, ROO

To make it short the best things this resort has going for them is the friendly, attentive staff. Also, the fact that it is waterfront is a plus. Otherwise here are the things I noticed during my stay. The hotel is very outdated. Maintenance seems to be done at the bare minimum. The elevators are very scary. They are tiny, not ventilated and could only fit four people at once. In the rooms there was presence of mold, and areas where mold was scrubbed off. The windows were rusted and for the first day we thought it was screwed shut. It wasn't but the handles were barely on. There was evidence of mold on the curtains and and on the couch. It was a light baker couch so you could see where the attempt to scrub off was present. There were areas on the wall and window sill where it was evident that paint was just painted over top of it, layer by layer. My wife leaned on the window sill to look out and paint crumbled under her hands. There was a fridge but also a sign on it stating "that it was only a cool box and could only maintain the temperature of the item itself. ‍ Towels and washcloths were skim. They provided one at a time during each request. If you're looking for a break from the cold, hand selling you won't find it here. We went out for a late night walk on the beach only to find that tables had been set up to sell items also found in the shops and flea market. read more

Was here for 5 days all inclusive last month and I should say that the price is not bad for 5 days. The staff was very nice and spoke perfect English. The only problem was that they lost my sunglasses that I left in the room when the cleaner came in our room. There were a lot of tourist from Mexico City that stayed in this hotel with us and was very overcrowded . There was a lot of line up and waiting for drinks /food when we were ordering them during breakfast and dinner. They offer romantic dinners for couples and romantic massage near the beach. We were upgraded to the beach view from lagoon view and the view was amazing ! The weather was amazing just that the hotel needs to be well maintained because it's kinda old. I would not come back to stay here but another hotel. If are a first timer ,There was a long strip that connects the beach where u can walk a long the beach to check out the other resorts on the beach (no trespassing spassing) ! read more

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Worst hotel! No wifi only in the lobby, the temperature in rooms is only on two settings either SUPER COLD or HUMID HOT! Me and my girlfriends traveled all around Mexico ate from various places but got food poisoning at this resort! Horrible food, was throwing up all night and it ruined my flight back home. Will not recommend this place. read more

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. read more

DO NOT STAY HERE!! This hotel is disgusting. The food was gross, the hotel is run down, the elevators are creepy. We reserved 2 beds and an ocean view room when we booked back in January, we get there and they gave us one bed and view of the side of the hotel. Horrible!!! The pictures of this hotel look nice online but it's completely different in person. read more

mediocre service!! only good thing about this hotel is the beach and pool view

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. read more

Bed Bug Alert!!!!! Wast your money if you like.... This place is as a hotel is horrible. Then did not change the sheet on the bed between guess or even at your request. Have to call the 5 to 6 times and they still never come to service to room. Ask for wash clothes and the bring one and there are 2 people in the room. Ask for another one and the refuse to provide another one. The bathroom smell is something serious. like $hit because the water is unfiltered and the pipe are old. The shower water is in unfiltered so no drinking and you and take a bath in bacteria water. The food is the worst. The food don't that like anything. The OJ is just orange died bacteria water. The A.C. has water the drops form the ceiling on to the bath room floor..... The beach and poop is overly crowded because it is the cheapest hotel on the strip... ever 5 min some one asking you to buy something.... no chairs to sit at the beach or pool because of the crowd... also I did not know the allowed smoking in the hotel... read more

This hotel is not all that. I give it a one star cause you have to if you wana make a comment. Plenty of other places around i would choose first..next time around read more

Okay for the price of this place it is really good. It's kinda old and obviously you're going to find wear and tear if you're one of those people who just look around for things to complain about. Me and my husband stayed one night because we were staying inland on our honeymoon and needed to crash somewhere closer to airport. The guests were very accommodating. The pool area was really nice and beautiful. Our room had a double jacuzzi and had a bottle of champagne and snacks waiting for us. The snacks looked like they were sitting out for hours so we didn't partake in that adventure because they mostly consisted in cheeses. The bathroom shower didn't have a door so it looked like a tsunami hit the bathroom. But it was very relaxing and we would probably stay there in the future. ***** Also, there is an atm in the lobby that DID NOT WORK! So if you have no cash/pesos our best bet was a 7/11 up the street. read more

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This hotel has beautiful views but that is about all. The rooms are horrible, every time I would be at the bathroom sink my leg would be touching the toilet, disgusting. Our friends had to change their room 4 times because the air conditioner would not work. Only a couple staff members were excellent. (Maricela was excellent). The rest of the staff is questionable we had our room safe broken into and had $1,000 US dollars stolen. When the manager came into our room he asked me "how could that happen?" I said "that's what I am asking you" they treated us like we were the criminals. Searching our room like we miss placed it. Manager said he would look at the camera tapes and the card key to see who went in our room. They Took two days to get back with me. (Felt like They were avoiding us) He said only the maid and bug spray guys were in our room. But could not prove who took it. They tried to make it right by crediting us 50% of our bar tab which came to about $200 no where near what was stolen out of the safe. Will not, ever go back to this hotel. Please think twice before staying here. read more

We stayed at the Bel Air Cancun this past week. Cancun is a beautiful place, but this hotel added some stress to my vacation that would have been avoided if I booked a better hotel. We found a Groupon for Bel-AIr and chose the all-inclusive option-MISTAKE! Pros- The beach and pool area is beautiful. We loved being right on the beach, and the view was nice. The bartender at the lobby bar was very nice and actually made the drinks strong, unlike at the pool bar. The staff was always friendly, and the beach was never crowded. It's further down and away from all the main bustle of the hotel zone, which was nice.The bus stop was right outside the hotel too. Cons- Where do I even begin? We arrived past check-in, yet our room was still not ready. We then decided to go to the pool and have lunch while waiting. The pool bathroom was pretty horrendous. The food at the pool bar was edible, but definitely not the quality I was expecting. The OXXO across the street sells frozen pizza that looks remarkably like the pool bar's. ALL of the drinks are literally watered down- even the beer. Gross. We just decided to buy cheap 6 packs at OXXO instead. Now the room...the wifi was slow, towels were stained (or, we just didn't get towels), bed felt damp, bed was uncomfortable, the curtains were stained and had this weird white powder on them, the floors were never mopped or swept, the toilet wouldn't even flush liquid waste (unless you pour water in the back, because who doesn't want to play plumber on their beach vacation?), no fan in the bathroom, mold on the ceiling, mirrors are rusted, the bedside drawers open when you put anything on the top, horrid fluorescent lighting, bedside lamps didn't work, the couch was gross and stained, maid came at unpredictable times, did not always get turndown service, A/C broke for two days, staff never responded when something was broken in our room, lock didn't work very well, shower didn't look clean, and the doors had no insulation. Now, for the hotel itself- it is really old and needs a little maintenance. It has this gross and moldy red carpet the runs everywhere. Pool stairs are slippery and have no grips. The pool bathroom looks like it is never cleaned. The beach chairs are literally photoshopped on their website and on Groupon- what a joke! We would just go to the hotel next door and sit in their lounge chairs since they were much more comfortable. On the note of photoshop- Do not believe what you see in their pictures online! EVERYTHING IS PHOTOSHOPPED TO LOOK BETTER/RENOVATED! Now, let's talk about the food. I am really not a picky eater, but I have NEVER had food this gross in my life. It looks like a Banquet frozen meal that was partially heated and left out for hours. The rolls were hard as rocks, the calamari tasted like fried rubber bands, and the "beef red wine" was atrocious. We decided on our first day, after leaving the restaurant without eating barely anything that we would just forget the all inclusive and eat at restaurants outside of the hotel. I should also mention that barely anyone i the hotel ate at their restaurant or sushi bar- we never saw anyone there! We ate in town at some great places- There is a restaurant next to the OXXO across the street from this hotel called KM 19.5- the food is cheap and AMAZING! Also, there is a little fish taco place called Pescadillas a Galeon a little ways down the street by the water, and you can get cheap and delicious fish tacos for 1$. We also ate at Surfin Burrito and Blue Gecko-check these places out instead of getting all-inclusive at Bel AIr. I confronted the front staff about all of these problems, and they were unresponsive. They always said they would fix issues, but never did. I tried to get a refund so we could move hotels, with no success. We even tried to negotiate maybe a partial refund for the all-inclusive, since we ended up spending extra for it. No success, but Groupon gave me a $270 credit (of course not eligible for any actually NICE hotels in cancun, just terrible ones with the same crap quality as Bel-Air. The worker at the front desk promised to speak with his manager and never did. After we complained, the service got terrible. Literally 5 minutes after complaining, they sent workers to FUMIGATE OUR ROOM WITH US IN IT. I'm not even kidding. Also, our A/C broke that day. Coincidence, or deliberate? Also, there was constant loud music on the pool deck from 10am-6pm. It was nonstop Bieber and Maroon 5. It got old really fast. There was also really loud construction nice next door, and literally a tennis court full of toilets that you can see from your balcony. Stay classy, Bel Air. Stay anywhere else in Cancun. Many of the hotels are 100% nicer for the same price. We enjoyed visiting Cancun (and all the restaurants I talked about above), but we will never stay here again. read more

The hotel is nice but a little run down. There was a bit of a sewer smell from time to time. The front desk staff has no customer service, especially Fernanado. We got in on an early flight and waited until 3:00 to check in. The problem was that our last meal was the night prior and since we didn't have a room and they don't take cash at the hotel restaurants, we were stuck eating the small snacks we brought from home. We can't complain about the food or wait staff. It was delicious and the staff were very attentive. We added the all inclusive package and were told we had access to the spa. The view from the room was amazing. The pool and privste beach were awesome. During our stay we checked with the front desk twice about having access to the spa, just to make sure no added charges would be incurred. When we came to check out, we were informed we had a $300 USD charge for using the spa. The people at the front desk told us that only the yoga studio was included in our package. When we reminded Fernando, the guy we checked with prior about the spa, he said there must have been a mistake but there was nothing he could do. I don't think I'll be coming to stay here again. read more

We stayed here Nov 2014. I got a livingsocial deal so I got a good deal. Coming into it we knew the food may not be the best, but we just thought people were being snooty. Turns out they were right. The food is just OK --- both me and my girlfriend at the time got food poisoning which put a damper on the trip. Wifi was fine, I was getting signal from the beach. Pool area was nice. Alcohol felt watered down and there wasn't much variety with cocktails. Don't order the salad, they have to wash that salad with something, right? Also, something else that annoyed me. The groupon was all-inclusive including the tips, but every receipt had a spot for the tip. So we asked the front desk and they said tips were included. We ate at one of their restaurants and the tip line was even circled by the waiter....WTF...I'm not stingy with tipping but if I paid for something ahead of time (the package which included tips), why do I have to tip again? I get it, if you blew my socks off with your service and deserved more of a tip - no problem, but the service there left something to be desired. Also their was not much/any night time entertainment. They have this GREAT area inside the hotel that is open concept that would be perfect for something/anything....but instead they turn it into a sitting area/sushi restaurant (which I guess the menu is the same 5 ingredients). Beach was nice, except it was a bit wavy so swimming was impossible (not their fault, just stating), they raked up the seaweed in the mornings to keep it nice. There was always someone working on the hotel at all times, so a lot of construction could be seen. read more