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“Unexpected great day with nature.”

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Bel Air Collection Xpu Ha Riviera Maya
Ranked #4 of 4 Hotels in Xpu-Ha
Level 2 Contributor
5 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 8 helpful votes
“Unexpected great day with nature.”
Reviewed 20 August 2014 via mobile

A group of 10 went to spend a day and we had so much fun with the animals,the place was not crowded and I recommend you ride a bike is faster. The cenote is awesome and Alejandro was excellent and patient with us since we had from a one year baby to a 65 year old grandma. The service at the pool bar was slow but the drinks were so delicious. Everybody had a great time and we definetly would go back.

  • Stayed August 2014
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
3 Thank yosueh
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Jorge R, Director de Relaciones Públicas at Bel Air Collection Xpu Ha Riviera Maya, responded to this review, 5 September 2014
We can't thank you enough for sharing this lovely experience! hopefully next time you'll spend more than a day with us!!

Warmest Regads.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Traveller tips help you choose the right room.   Room tips (178)
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Isla Mujeres, Mexico
Level 2 Contributor
6 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 2 helpful votes
Reviewed 5 August 2014

We live in the Riviera Maya and it's good to get away from home once in a while. Bel Air Xpu Ha is an excellent place for us to unwind and relax. We've been staying for four nights at a visit. Pet friendly, we've always come with our small dog and he likes to get out for walks in the beautiful gardens and walkways. The zoo has expanded and the animals appeared healthy and well-cared for. The resort is well-situated among most of the local attractions.

While Bel Air Xpu Ha was great the first time, it has improved considerably since that first stay just over a year ago. It was obvious that management takes an active role in incorporating the lessons learned from the comments of its guests. It just keeps getting better.

Reception, restaurant and room personnel all went out of their way to recognize us and meet our needs; everyone was quite friendly and courteous. The resort was fairly well occupied but the service was prompt and attentive. Our room was exceptionally clean and everything worked as it should. We plan to return before the end of this year.

Room Tip: We prefer the rooms in the 700 area due to the proximity to the attractions.
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  • Stayed July 2014, travelled with family
    • Value
    • Location
    • Service
Helpful?
1 Thank Islafreediver
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Jorge R, Gerente at Bel Air Collection Xpu Ha Riviera Maya, responded to this review, 6 August 2014
That's exactly what we are all about!

We can admit that we always have room for improvement, however we certainly have the attitude to keep searching for the best results!

Your words are too kind! We all work as a team and we are all one!

Thank you so much for taking the time to write this awesome comment!

Warm Regards.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Salida, Colorado
Level 4 Contributor
28 reviews
11 hotel reviews
common_n_hotel_reviews_1bd8 50 helpful votes
Reviewed 30 June 2014

Beware, you are sleeping in a zoo with disgruntled staff. It was an experience I'll never forget and never want to have again. My husband had fond memories of this hotel when it was owned by the Palace Resorts Corporation and insisted we go with extended family. We found a resort in shambles and barely hanging on by a thread, but still charging a $200+/person all inclusive cost. All of the staff seemed to want to be anywhere but work. The "all-inclusive" offerings lacked significantly and we spent most of our time eating and entertaining ourselves off the property.

We did take one trip to the beach, which was beautiful but crammed onto a small piece of a very public beach. I love public beaches in Mexico, but not when I am paying a high price for a private one. The shuttle back to the hotel came 40 minutes late. We made great memories standing in a rainstorm with small children. Great time, but not acceptable when you are paying resort prices. We searched forever, speaking Spanish with the locals, to find some hotel staff that could help us use the hobbie cats and other fun water sport equipment that came with our stay. No staff were ever located and the equipment were never used. We had to rent snorkels from a neighboring entrepreneur who made great money off of hotel guests (snorkeling great!). Also, the snack shack did not open until 11:00 am, so we spent an hour without water and drinks. Again, not a problem under a different scenario but a huge one when you are paying for an all inclusive resort.

The restaurant was always a mess. My five-month (visibly) pregnant sister placed a dinner order at 7:00 pm and did not receive her meal until after 9:00 pm. This is unacceptable. Ordering anything for breakfast was an Olympic ordeal, with orders always forgotten and all of us lucky to be served. The 20+ sushi rolls were all different variations on the same order and involved cream cheese. My chair broke (I weigh 125 pounds) while holding my two year old niece. We both crashed to the ground nearly missing hitting her head on the marble floor. It was terrifying. The Mexican meals were delicious but took hours to obtain.

The only reason I am giving it a two of five is because the rooms were clean and each of the children loved viewing the animals. We also had a lovely kayak on the lagoon. We loved the party parrot mobile and the hairless dog. Consider paying for a day pass, although we saw no zoo visitors. I wish our experience was different. I understand many people have had positive experiences under the new ownership. I'm struggling to find anything good to say. I think the resort is riding on the positive memories that former guests had under previous ownership. I hope I never go back, or experience another hotel in such bad shape. I'm sorry. I had to warn you!

Room Tip: The rooms are the only thing the hotel still has going for it. We were trapped in the Avery. It was...
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  • Stayed June 2014, travelled with family
    • Value
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Helpful?
7 Thank csuppy
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Kihei, Hawaii
Level 6 Contributor
112 reviews
32 hotel reviews
common_n_hotel_reviews_1bd8 76 helpful votes
Reviewed 25 June 2014

We stayed at this resort for four nights. The rooms are pretty neat and some have a nice jacuzzi tub. All the rooms have a nice deck with lounge chairs, table, chairs and a hammock. They have free wifi and parking. We walked around a lot and also rode the shuttles, We found the shuttle drivers to be very nice. One day we discovered our rental car had a flat tire and one of the shuttle drivers stopped to help my husband change the tire! Then he told us where to go to get the tire fixed. This was up and beyond the call of duty! The animal park is amazing if you can look past the enclosures with lions and panthers.....which are way too small for animals of this size. There is no beach here, but the pools are big. There are three cenotes located on this property with one of them large enough for swimming, kayaking, and snorkeling. We went in it every single day instead of the pools! The grounds are well kept too. Everyone is very helpful and friendly here. The downside is that there is not much to choose from for restaurants.....and we found the food there to be just okay and a bit expensive. We only ate there twice, the first time my husband found gravel in his black beans! No kidding. Later that evening someone came to our room with chilled wine and cheeses.....I guess to make up for that....but we don't drink alcohol. The next day, the maid took the bottle of wine that had been given to us when she cleaned our room! This place is located right in the jungle so expect bugs. We kept killing little black spiders and both got insect bites every night......not sure if it was spiders or mosquitoes but it was annoying! We finally figured out that there was a good sized gap between the bottom of the door and the floor so no wonder the spiders were coming in. We shoved a towel under the door the last couple of nights and that seemed to work! We enjoyed the big jacuzzi tub every night........I recommend choosing the tub suite! We LOVED the on site cenote.....forget the pools!

Room Tip: There are no elevators.....so we found a bottom unit much easier to lug baggage to and from. Maybe...
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  • Stayed May 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
3 Thank Maryl54
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Jorge R, Director de Relaciones Públicas at Bel Air Collection Xpu Ha Riviera Maya, responded to this review, 25 July 2014
We are terribly sorry for the experience you had with the restaurants.

We are in constant training with the staff to bring out the best of them. Be sure that we have been giving an intensive care to this particular problem. Hopefully we can change your point of view if you give us a second chance.

All of our animals are rescued and some of them need special treatment and monitoring to precisely ensure their well being. Trust us that we are in love of having these guys with us. Therefore we have only the best staff to take care of them.

Thank you for sharing your experience with us

Warm Regards.
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Miami, Florida
Level 2 Contributor
6 reviews
common_n_hotel_reviews_1bd8 18 helpful votes
Reviewed 5 June 2014

We traveled with our teenage son and preteen daughter and stayed 2 nights at this hotel. They were by far, the worst day/nights spent. This hotel should be re-classified as a MOTEL. When we first arrived the check-in was not helpful at all. 0 hospitality from the staff and its like pulling teeth if you wanted to get simple answers to questions about their own hotel.

Our 1st room had no working ac and we had to be moved to a different room. 2nd room was worst, the ac never cooled. We were exhausted from moving to a different room as these bungalows range from room # 200-800 and you must travel by walking long distances or waiting for a golf cart that is supposed to show up at a stop every 15 mins and DOES NOT. Apart from the ac not working, we found our beds full of leaf trails that fell from the roof of the bungalow. That night we found out it was because the birds were nesting on the roofs and trying to get in! The bathroom area which is extremely compact had a musty horrid smell and it was not from "not being used" but from not being cleaned! The sinks and tub had body hair which clarified our thoughts of NO proper house keeping. The pictures look really nice on the site but please, please, BEWARE! This hotel does not live up to the advertisement whatsoever. The room service took 1 1/2 hour to get to us and when it finally did we had watered down soda and a pizza that tasted like a flat bread, bean sauce with frozen pepperoni. You have to literally fight for pool towels as they demand you return the towels or provide them a towel card if not they will not give you anything no matter what! The ladies in the hotel are especially rude. It is no surprise that the animals are not kept in proper size cages to roam freely and look extremely sad. Traveling with children did not make it easy to just pack our things and leave the 1st night, we were better off sleeping in our SUV. We sent an email to management and they simply responded " we will use your experience for training purposes" unbelievable!

  • Stayed May 2014, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
14 Thank Y P
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Lubbock, Texas, United States
Level 2 Contributor
7 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 14 helpful votes
Reviewed 3 June 2014 via mobile

We had a very relaxing and great time. The staff was more than helpful. They were amazing. I would highly recommend the resort and we are definitely coming back. The only thing that would have made it better would have been more food selections and better liqueur. We stayed 7 days and 6 nights.

Stayed May 2014
Helpful?
7 Thank Jimmy T
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Jorge R, Director de Relaciones Públicas at Bel Air Collection Xpu Ha Riviera Maya, responded to this review, 25 July 2014
Thank you for sharing your experience and we certainly can't wait to have you back at the resort!!

Be sure that we will present new and fun choices in our restaurants the next time you visit!

Warmest Regards.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Elkin, North Carolina
Level 3 Contributor
10 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 11 helpful votes
Reviewed 2 June 2014

We were a little hesitant about booking our vacation at this resort after reading some bad reviews. We also read some good reviews and we decided we would go for it and I am so glad we did. This was the best vacation my family has ever had and we have been to Mexico several times. The staff was so friendly and Aldo was so nice when he checked us into the resort. The restaurant staff was always so friendly too, especially Marcelino, Jesus and Gaspar. Hector at the pool was always so full of energy and was fun to be around. We love the laid back atmosphere and the animals. The animal park was nice and the animals seem to be well taken care of. We rode bikes, snorkeled, kayaked, played games at the pool and went to the beach. My daughter and I got a massage at the beach and it was wonderful. The room was very clean and the whole resort was well kept. We loved the jungle atmosphere and the peace and quiet (even the birds that woke us up every morning at around 6:15). This is a place to relax and unwind. If you want the "party" atmosphere at a resort, don't come here, but if you want a nice place for couples and family to come, you couldn't pick a better place. We stayed for 12 days and wished we could have stayed longer. We will be returning. :)

  • Stayed May 2014, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
9 Thank Michelle W
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Jorge R, Director de Relaciones Públicas at Bel Air Collection Xpu Ha Riviera Maya, responded to this review, 25 July 2014
We are so happy for you!!

Thank you for sharing your experience with us!! We truly put a lot of work into our resort precisely to bring unforgettable experiences to our guests.

We can't wait to have you back! Feel free to give us a call before you arrive to ensure we deliver the same results and program any activity with you!! We definitely want to exceed your expectations!!

Warm Regards.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about Bel Air Collection Xpu Ha Riviera Maya

Property: Bel Air Collection Xpu Ha Riviera Maya
Address: Carretera Chetumal-Puerto Juarez Km. 265, Xpu-Ha 77710, Mexico (Formerly Xpu-Ha Palace)
Phone Number:
Region: Mexico > Yucatan Peninsula > Quintana Roo > Riviera Maya > Xpu-Ha
Amenities:
Bar / Lounge Beach Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Children Activities (Kid / Family Friendly) Kitchenette Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
#4 On the Beach Hotel in Xpu-Ha
#4 Spa Hotel in Xpu-Ha
Price Range (Based on Average Rates): £
Hotel Class:3.5 star — Bel Air Collection Xpu Ha Riviera Maya 3.5*
Number of rooms: 144
Official Description (provided by the hotel):
Bel Air Xpu-Ha is the newly open Resort of Bel Air Collection at Riviera Maya. Feel with your family the natural environment, the perfect place to rest and delight yourself. A unique place for a romance experience. Enjoy our facilities surrounded by natural beauty in an eco-paradise. A gourmet experience in each of our restaurants, from Mexican-Italian fusion cuisine to sushi & martini delightful Japanese style, all in a la carte menu selection. Premium brand drinks and appetizing snacks in our Bars at Lobby and pool area. A unique layout of a cozy and peaceful guestrooms in liberate getaway with all the luxury and comfort of a five stars resort, refurbished indoors with jacuzzi and branding amenities; a relaxed exterior and a spacious terrace with hammock. ... more   less 
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Also Known As:
Bel Air Collection Xpu Ha Riviera Maya Hotel Xpuha
Xpu Ha Palace Xpuha
Bel Air Collection Xpu Ha Riviera Maya Mexico - Xpu-Ha

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