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438 - 443 of 4,833 reviews
Reviewed December 6, 2017

This hotel need allot of repair!! The balcony doors are old and do not open, there were leaks in the bathroom, at times the entire wedding party 60 plus guests did not have water, and when the water was working half the time it was not hot. I have asked for my o Factura (Mexican official receipt three times and have not gotten it yet.

Date of stay: December 2017
  • Trip type: Traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with this hotel
Thank John N
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
GerenciaBa_Gral, General Manager at Bel Air Collection Resort & Spa Cancun, responded to this reviewResponded December 8, 2017

Dear Guest,

First of all we would like to thank you for your comments and for taking the time to let us know your disappointment, your comments are highly appreciated since they help us to improve our areas of opportunity.

We would like to apologize for all the inconveniences during your stay with us. Our commitment is to provide the best service, for that reason we are verifying the details mentioned in order to meet your needs and fulfill your expectations. We will share them with the staff involved in order to prevent these situations from happening again. Thank you once again for your valuable feedback.

Cordially,

General manager


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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed November 27, 2017

Absolutely not. For first two days room phone did not work. I had to come to fromt desk atleast 5-6 times do get one request completed. No hot water in the shower at all. Loud noise on saturday night till 2am because of some wedding. This resort and prople come here to relax. How can they have loud music till 2am and expect people to relax and sleep well. Infact I was more irritated and angry than being relaxed because of going to front desk to fix phone and shower everyday. Horrible experience. Only positive note was the infinity pool and great beach access. Thats the only place we both actuall felt like relaxing and enjoyed. As soon as we came back to room, i had to deal all the problems.

Date of stay: November 2017
  • Trip type: Traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with this hotel
Thank Manoj R
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
GerenciaBa_Gral, General Manager at Bel Air Collection Resort & Spa Cancun, responded to this reviewResponded December 8, 2017

Dear Guest,

First of all we would like to thank you for your comments and for taking the time to let us know your disappointment, your comments are highly appreciated since they help us to improve our areas of opportunity.

We would like to apologize for all the inconveniences during your stay. Our commitment is to provide the best service, for that reason we are verifying the details mentioned in order to meet your needs and fulfill your expectations. We will share them with the staff involved in order to prevent these situations from happening again. Thank you once again for your valuable feedback.

Cordially,

General manager

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed November 21, 2017 via mobile

Together with my family we had a couple great days here.
Staff was always friendly and made sure our stay was great.
But the absolute highlight was the food. Breakfast, lunch and dinners were always amazing!

Shout out to Salomon and the whole kitchen team

Date of stay: November 2017
Trip type: Traveled with family
Thank alvarodotcc
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
GerenciaBa_Gral, General Manager at Bel Air Collection Resort & Spa Cancun, responded to this reviewResponded December 8, 2017

Dear Guest,

Thank you for choosing Bel Air Collection Resort & Spa Cancun and for taking the time to let us know your experience with us, your comments are highly appreciated to improve our areas of opportunity.

We are glad to know that you spent a great time here and enjoyed our service. We hope that you will return again very soon and create more memorables moments. Thank you onnce again for your valuable feedback.

Best regards,
General manager.

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed November 19, 2017 via mobile

Bel air collection has been an excellent hotel. The view outstanding of the Caribbean Sea from our room. The room was large and really clean everything you could want. Very relaxed atmosphere . The restaurant which we used daily was good too, plenty of dishes to choose from the steak and fish which I had a lot were wonderful . The staff couldn't do enough for you .

Date of stay: November 2017
Trip type: Traveled as a couple
Thank louisen242
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
GerenciaBa_Gral, General Manager at Bel Air Collection Resort & Spa Cancun, responded to this reviewResponded December 8, 2017

Dear Guest,

Thank you for choosing Bel Air Collection Resort & Spa Cancun and for taking the time to let us know your experience with us, your comments are highly appreciated to improve our areas of opportunity.

We are glad to know that you spent a great time here and enjoyed our service. We hope that you will return again very soon and create more memorables moments. Thank you once again for your valuable feedback.

Best regards,
General manager.

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed November 18, 2017

I spent one night at this hotel as I was transferred from the hotel next door due to overbooking.
The service was horrible, people at reception didn´t care about anyone. I had to ask for my room 3 times and they gave it to me 1h late.

The room was dirty, the air-con wasn´t working and you couldn´t open the terrace due to the horrible wind that was coming through. Tv with poor quality and just few channels.

The safe was closed and I had to call reception twice to get someone to open it. They took ages to do it.
I wouldn´t recommend anyone to stay here and even less to get married there. Definitely not my idea of a relaxing holiday in Cancun

Date of stay: November 2017
  • Trip type: Traveled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with this hotel
2  Thank Polomunoz
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
GerenciaBa_Gral, General Manager at Bel Air Collection Resort & Spa Cancun, responded to this reviewResponded December 8, 2017

Dear Guest,

First of all we would like to thank you for your comments and for taking the time to let us know your disappointment, your comments are highly appreciated since they help us to improve our areas of opportunity.

We would like to apologize for all the inconveniences during your stay with us. Our commitment is to provide the best service, for that reason we are verifying the details mentioned in order to meet your needs and fulfill your expectations. We will share them with the staff involved in order to prevent these situations from happening again. Thank you once again for your valuable feedback.

Cordially,

General manager

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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