I have just returned from a 10 night stay at this hotel (27th Jan-6th Feb) and have to say I would never never go back. Despite the reviews, I had high hopes as I am well travelled and see the room as somewhere to merely put your head. It was smaller than expected and quite dated but it is a nice looking hotel in a great location with a very relaxed atmosphere. The view of the infinity pool and the beach as you arrive are stunning.
It has the potential to be a really good hotel but they are just too disorganised and it leaves you frustrated and a little stressed. Tipping did appear to be a major influence on getting a better service but when on day one we were not getting a good service, if what we received was service at all, there was no incentive for us to tip (although we always did despite the poor service!). What is more frustrating is that it was not due to short staff as there were plenty of waiters/waitresses milling around at all times.
I was with a friend and we had a twin room on the 6th floor overlooking the lagoon. It was lovely but the first two points noted- no safe key and second we were provided with only two towels. We had to ask reception about the safe key and thought it a little off they did not provide this to us when checking in.
I had the All-inclusive deal which should mean it is easy to eat and drink but sadly it was hard work to get any real service. The opening hours for the restaurants were not consistent and the way the restaurants worked was also never explained (there is just one room divided into two and as I now understand it we should have been given the option of one of two menus). Before every meal we had to give our room number and name to the host; on our 9th day she welcomed us as though it was our first day which highlighted for me the lack of any real rapport with the guests. The service was slow, extremely disorganised and not generally that friendly. It was also somewhat awkward in that you still had to request a 'check/bill' at the end of every meal which was a blatant attempt to encourage tipping. Sadly the service did not justify this type of system and it made eating overly complicated and I personally would have just preferred to have a wrist band than faff about before and after every meal signing paperwork for a meal I had in theory already paid for.
One day a waiter asked if we needed a minute to look over the menu and laughed when we said yes explaining a Mexican minute means an hour!
We did not eat in the restaurant in the end because it was too much hassle and the food is ok but not great. The Sushi again was ok but not delicious. I notice they seem to focus a lot on the presentation of their food rather than the taste and quality. The breakfast is a buffet but you have to wait to be served drinks, they often misheard and brought the wrong juice. I had to nearly always go and find salt and pepper from other tables and cutlery was always missing and on one occasion it was even dirty. One morning at 9.30 we attended the buffet to find that there was no food!! All the hot dishes were empty, no cold meats or salad, fruit was also depleted and there were only a few pastries and rolls left yet more people were being seated. I waited 30 minutes and only then I saw it dawn on staff that there was no food (but only when someone managed to grab a waiter and let them know not because of all the confused customers hovering by the buffet).
One evening when we did choose to eat in the restaurant it was fairly empty and the staff were very attentive and helpful. It was a nice evening in fairness. We ordered two starters and two mains. My starter arrived and I then had to ask where my friend's starter was, despite the waiter repeating 'dos' when ordering the starters, it had not been prepared. They then brought out our mains while we were still eating our starters and placed them too on the table. They were good to us in that they kept bringing various cocktails for us to try to our table as we ate. However, when we asked for the check it became apparent that all the drinks we had not asked for but had been given had been added to the check and given that the tip would be 10-20% of the check I found this quite sneaky.
The snack bar by the pool was meant to be open from 12pm -6pm every day. Our first day we were told it was closed at 3pm and we couldn't get food. We managed to order twice from the snack bar however the gas ran out the first time I was ordering after I had already waited 30 minutes. I then had to wait until it was changed and then realised other people who had ordered after me were getting their food. I had to point at my order and ask Mario to make it, it had just been placed in a pile of orders, despite being numbered there was no order to the service at the snack bar, it took over an hour to get some food on this occasion. I thought this was a one off due to the gas issue but it happened again- 45 minutes waiting to get nachos and a hamburger! They are only reheating not actually cooking so this really is an unacceptable level of 'service'. In the end like with the main restaurant it just wasn't worth the hassle of trying to get anything from the snack bar.
The cleaners did not clean the room daily. Towels were taken when they did and not fully replaced. Only to then be given more than we had before, which was appreciated.
There is a mini bar which I thought was fantastic but it is rarely restocked and one day we returned to our room to find we had been given only water when it was clear the soft drinks were being drunk. We even asked the person restocking directly for coke on one occasion and again we were only given water. This was a big problem when one night we returned at 10.45pm to be told the bar in the lobby was closed and there was not much drink in our fridge.
We also got the shock of our life when we returned back to the room late one evening early on in our stay to find the lights on and the TV blaring! For some reason they think it is nice to enter your room when you are not there turn your TV on and leave little cakes?! We found this strange as even if you are in the room they knock and if they get no reply they just enter anyway. We wouldn't have minded if the cakes were provided at the same time as the cleaning service or the restocking of the fridge or as part of turning down the beds in the evening (which they didn't do). We asked that this was stopped as to return to a room with the TV blaring is unfair on other guests and also a little creepy. This request was ignored and the cakes kept coming unless we were in the room to decline them.
The room was comfortable but the AC is very loud and there was a leak in our bathroom ceiling, we thought might be connected to the AC. The rooms are not very well soundproofed I could hear the people in the next room showering and talking as though they were in our room but thankfully we had good neighbours either side. Had they been loud obnoxious types it may have been a different story.
After a week the computer system also registered me and my friend under a completely different room number. This made it difficult when getting food and drink as everything goes under your room number. I was also concerned about charges as although I was under an all inclusive package if my details had been changed orders could have been charged or applied to my room. This problem thankfully did not materialise but something to definitely watch and highlights a further lack of organisation.
As to times for cleaning rooms, restocking the fridges and delivering cakes, there was no set times. Once they cleaned early mroning and the next time we returned to the room at 4pm and it still hadn't been done.
The day before our last day reception repeatedly called our room with a wake up call at about 7 and then again shortly after that. In the end to stop them calling i had to take the phone off the hook. I can only assume the people who had by that time been registered under my room had requested a wake up call.
The final straw for me was finding on my last night that some money had been taken from my room. It was only a small amount of money so I had not placed it in the safe, merely put it in with my belongings as it was a £5 note and a few coins. The fact of the theft is bad enough but it meant that staff had been through my things. I mentioned it to David in reception and I was made to fill out a report but have heard nothing more and don't really care to. David was very helpful and friendly, assisting me with my airport pick up which was also a nightmare to organise as the company we had to call were not picking up the phone.
I wouldn't stay here, you don't want to be moaning or frustrated on your holiday and unfortunately this place would test the patience of a saint. One or two small mishaps would have been fine but it was literally a constant struggle and effort to get the meals and drinks technically paid for.
Plus side: sun beds are really comfortable and there are always plenty of towels. Some of the staff were lovely but we did not really get to know any of them and the whole eating thing became such an ordeal breakfast was as much as we could put up with as we served ourselves.
Resort Tip: the bus service is fantastic. For 8 pesos you can get a bus ride outside the hotel to all the tourist spots, shopping and clubs and bars. The bus service runs 24 hours. Just tell the driver where you need to go, they drive like loons but get you there and will also tell you when you need to get off.
Money: I was told to take pesos only as they are trying not to use dollars anymore. This was rubbish. I got a worse exchange rate on my pesos than my friend got with her dollars. My tip would be to take both dollars and pesos.
Don't forget the 800 pesos exit tax on your way out at the airport. The biggest and last tip a gave to Mexico!!!
- Official Description (provided by the hotel):
- Where body, mind and spirit become one. The Bel Air Collection Hotel & Spa enhances your meditation and serenity, where everything is dedicated to your wellness and to completely restoring your body, mind and spirit. The Bel Air Collection follows a hip and minimalist trend, for those who are looking for a relaxing and romantic experience. 10 Minutes from the airport and just 15 minutes from the commercial zone, restaurants and the exciting Cancun's nightlife. *Adults oriented. Children 12 years old and up are welcomed ... more less
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- Also Known As:
- Bel Air Collection Resort & Spa Cancun Hotel Cancun
- Bel Air Collection Resort And Spa Cancun
- Bel Air Collection Hotel Cancun
- Bel Air Cancun
- Bel Air Collection Cancun