Staff were very friendly. The food was wonderful. I liked the privacy of the rooms. The biggest drawback was the lack of beach on site. The cenotes were nice as was the pool but I still really missed the on site beach.

The staff were fantastic. The natural beauty of this resort is unparalleled. That being said, the resort is chronically underfunded and under supported. There was a large influx of people one of the nights when we were there and we ended up waiting about 20 minutes to get a table for dinner and never ended up being served by a waiter. We just went to the buffet and helped ourselves. The bartender turned me away when I tried to get a drink. Poor guy was completely swamped. The rest of the time, the staff were completely on the ball and very helpful. Overall, it was a lovely experience and I would go back.

If you love nature, this is a great place to visit. This is not a five star everything-is-perfect resort. The chipped paint, dirty stucco, few bugs in the room, sometimes unavailable hot water, and lack of nearby beach will bother some, but the resort is in the middle of a jungle, what do you expect? I can easily overlook all these because of the peacefulness and abundant nature (plants, animals, and waves). Try the Mexican dishes - interesting flavours and combinations. The staff was great!

We have had one problem after another. Air conditioning not working in all three rooms,door locks not working and we have waited for hours for some one to come to fix and they never come. Safe did not work and they keep promising to come but never do. Finally I broke through the second floor decking and insured my self and paramedics came for first aid and handed my wife a form to fill out but she read it and found out that it was a trick to get her to say we refused treatment and took all responsibility. I could go on and on but will save it for the revue and I have pictures and video to back it up. I be-leave we should have our money refunded or some other remuneration.

the photos are a lie! a bold faced lie. place needs to rehome the last of remaining animals. no beach by the way, you need to take a shuttle to get to one that the hotel owns a part of. all the animal exhibits are gone. food is just fair. the photos are not of the actual hotel. i feel ripped off. what a terrible way to spend my only vacation of the year. the only up side is the freindly staff that check you in.... that and the raccoons that you can hand feed from your dinner table

Started off with Teresa Gates at Trip Central who was great in every way getting us what we needed to make our trip perfect! Upon arrival, our Sunwing driver Manuel was super and Sunwing representative Daniel at Xpu-Ha worked with us for anything we needed for our tours etc. My son even lost his phone on the way to the resort and it was returned in a couple of days. We went on a family vacation with 8 of us. Feb. 10 - 24 2017. Some (6) went home after a week and my husband and I stayed for a second. We all had a fantastic time! The staff was very friendly (some language barriers) and accomodating. The food, atmosphere and entertainment were all great! The room and beds super comfortable. A bit of an issue with the air conditioning for a day or 2 but we worked with it. All of the neysayers about this resort are just too picky!! The Chimps, Panther, Jaguars, and all of the other creatures there were great to see. They are looked after just fine. I'd like to give a shout out to Jesus and Alex at the pool bar who always made us feel welcomed and never left us empty. Oh and Hector (aka Super Mario) the entertainment director, he was a lot of fun! At the main restaurant Captain Javier Rodriguez was the best server you could ask for! He even went out of his way to make a special dinner for us. It was our 25th wedding anniv. Come visit us in Canada Javier!! :) The Sushi bar was awesome! The resort is huge and beautiful...3 cenotes all lovely. If you're in a hurry to get places then go somewhere else. We found short cuts which were very helpful. This place is super laid back and relaxing. I'm not a huge beach person but of course had to take a dip in the ocean. All in all I would not only recomend this resort, but I would return as well.

This resort is not for everyone for sure, that being said it was what we were looking for. The rooms were great, large and clean. It was tucked into the jungle so there was not alot of night life here after midnight. The pool area was nice but the beach area is rocky. They have a shuttle every half hour to a five minute away beach they share with other resorts which has food and drinks that are part of your all inclusive. We did not go as we liked our beach area but the people that did go there thought it was great. There are not big hotels here so it is more rural and there are alot less people around which we really liked. The resort workers were really genuine and the food was decent though the variety was less than other Mexican resorts. We did Chezenitza which was too long but I highly recommend the turtles and Cenotes tour which was fantastic. There is also a large cenotes on site where you can snokle or paddle kiak in where a family of manatee live. They call this an animal sanctuary but it would have been more of a zoo. Most of the animal areas are empty now,which is probably a good thing. There are alot of paths and small water areas to walk to and relax. We really would go back.

Our vacation to the Bel Air Xpu-Ha Collection Riviera Maya was horrible. When we arrived and got to our room there was a big salamander hiding in our curtains, there was a two inch gap underneath our door, nothing was sealed off and there were holes rotted out in our door. We had a plate of old fruit in our room that was not sealed properly and who knows how long was sitting there. After being there for two days we woke up in the morning and we had a thousand big ants coming in from under our door, climbing up to the counter and eating the fruit. When we came back to our room at the end of the day all that was done to the room was the bed had been made, they left all the ants there for us to deal with, they didn't even make an attempt to get rid of them. My girlfriend and i had to spend over a half hour after our long day getting rid of them ourselves. The third day after walking around in the morning we arrived back at our room to find a big lizard on the wall, it sat there til Thursday when we got back in the evening and noticed it was finally gone, even when the housekeepers saw it they shrieked and gave me the impression(since they didn't speak English) that not to worry about it, they will take care of it. For half of our seven day trip there the towels in our room were not even changed. The resort was old and looked to be that it was never really maintained very well. When we booked our trip it described three restaurants which were really only two, the one restaurant was half open for breakfast and lunch, then they would close that half and open the other half for supper, it was all the same bad food. We had the option of menu or buffet but the buffet was always skimpy on food, 1/3 of the trays would always be empty. The food on the menu wasn't very good either, my girlfriend got sick a couple times after eating the food in the restaurant. There was a sushi place as well but looking at the way the rest of the resort looked we weren't gonna trust eating the seafood. The kayaking spot that we saw on the website was always closed off so there was no kayaking at the resort like they advertised. They also advertised that there were all sorts of animals at the resort that we could look at but when we walked around most of the animal spots were empty and run down. There were a few crocodiles, 3 jungle cats that looked depressed and 2 monkeys that looked so miserable we couldn't even handle looking at them. The beach at the resort was barely even a beach at all, enough room for a few lounger chairs and you couldn't even go in the water. Anytime were sitting on the so called beach or by the pool there was not one waiter around to get a drink. There was a beach nearby that they would transport us to, the van was supposed to come by every half hour, we waited for over an hour once before the van came by again. Whenever we would hang out on the resort and just look to relax we would just be depressed and in a bad mood. Half of the staff i couldn't understand nor could they understand me. I do not know how its a 4 star resort, just being there didn't make it the nice relaxing trip to mexico it should've been. Our sunwing representative only showed up the one day. Our shuttle back to the airport was a joke, the driver couldn't speak English and no one must've told him were to drop us off so we got dropped off at the wrong terminal and we had to find our way to the proper terminal. we will never return to any of the Bel Air Collection resorts. It is a resort that we will not recommend to anyone and tell anyone going down there to stay clear of it.

Read many mixed reviews before choosing, so my expectations were not too high, just needed a quiet place for my husband and I to unwind and relax. Bel Air was perfect for this as it was not too busy. Clean, comfortable room, lovely pool and good food. However, there was only a buffet on Friday and Saturday evening (when they get a bit busier) and not through the week, which is in contradiction to them advertising a buffet. Food was good. Service a bit slow at times, but relax, you're on vacation!!

The Bel Air Collection Xpu-Ha Riviera Maya is a resort different from most. Tucked away in a jungle-like stetting between Tulum and Playa del Carmen, lies this intimate, modest resort. After leaving the front desk and lobby, you soon find yourself peering into a zoo-like setting with lions and jaguars, then a bird sanctuary, monkeys and crocodiles.The grounds are unlike most you would find in Riviera Maya, with villas scattered and not the towering mega complexes you find elsewhere. One of my favourite aspects was the very large ceynote on the resort, where you can swim, snorkel and kayak in pristine water. A great place to get away from it all...and possibly come across the manatees that come to visit every once in a while. The room I was assigned to was clean, with a generous two person jacuzzi , thatched roof and a bar fridge, stocked with beer, water and sodas that were replenished daily. The balcony was large with a hammock, table and chairs. Breakfast, lunch and dinner were abundant....it's hard to go wrong with Mexican food! Drinks were made well. This resort is not the party-type resort. The one lobby bar closes by midnight and there are no late night snacks available, so keep this in mind and eat well during dinner!Also keep in mind that there is no nightly entertainment as well, but it is easy to take a collectivo (public mini buses) into Playa del Carmen for about $3. They make change for you as well and are safe and very clean. Xpu-Ha will keep you walking, so be prepared to walk to get to the various attractions. If you are not up for walking, drivers are around and you can flag them down for a quick ride anywhere, or you can wait in designated areas for a lift, if necessary. Although the beach itself is rocky and not meant for swimming, here is a bus that every 20 minutes or so will bring you to a beautiful beach with lounge chairs, umbrellas and a great beach bar where they make fantastic drinks. The beach at the resort has beautiful Bali beds to relax on to watch the waves and the sunset. This was a really nice touch and is well lit and quite romantic. The pool area is large with a terrific snack bar, serving everything from cerviche to hamburgers. The bar by the pool is good too with fantastic, friendly service. In fact, the service across the resort was wonderful. This is a great resort for kids with lots of animals to keep them entertained. It's like vacationing on a waterfront zoo! As mentioned before, it's modest and not a luxury resort, but what they lack in 5 star amenities, they make up for in uniqueness.

The word <<unique>> does not even begin to describe this hotel. From the animal interactions we got to experience every day, to the beautiful tree house style rooms, to the absolutely amazing customer service we received, I cannot say enough. Air Canada offered a romantic dinner which was initially scheduled to be by a cenote but was rained out onto our large front porch, it was nonetheless beautiful and perfect to the last detail. The beach is beautiful, although we did not love the shuttle service. Timing was a little unpredictable. But we enjoyed it all the while.

Villas and grounds lovely and clean.animals are really great and well .looked after. All personal very friendly and helpfull and will go out of there way to please you. Beach grill at pool was the best.

The resort was very beautiful lust vegetation the rooms were very neat and spacious. But the food was a lot the same there wasn't any al cart meal like the other resort we visited last year and really no on resort bars to have a drink with people you were hanging out with. Things closed down fairly early and not really any entertainment or show in the evening to go and watch.

We had such a great vacation! Our room was lovely, it was located right beside a small cenote that had fish and turtles in it. The two man hot tub in the room was amazing! We used it almost every day! We enjoyed visiting all of the animals and although some of the cages were a little small the animals did look well cared for. We kayaked with the manatees, we snorkled in a lagoon that we discovered in the ruined part of the resort. We relaxed by the pool and the beach front, we walked the resorts rocky beach that took us to the Barcello sand beach, not even 5 minutes to the left of the resort. We never got a chance to go to the sand beach offered with this resort but we heard that it was amazing! We took the local bus to Playa Del Carmen to do some shopping, the bus stopped right outside the resort and we never waited more than 5 minutes. We walked a lot on the resort and what made the walks so interesting were all of the animals along the paths. Lions, Tigers, Monkeys, alligators, kangaroos, deer, birds (all kinds), iguanas and so much more! We really enjoyed the food, we never ordered from the menu so I can't comment on that but we had the buffet and it was always great. There was a chef at the grill for all meals, you could order, steak, shrimp, fish, chicken and of course omelettes at breakfast. The ceviche was amazing and we always felt like there was enough variety to choose from. Keep in mind that this is a small resort so the buffet does reflect that. We ate at the sushi bar a couple of times and it was so good too! The chocolate martinis were tastey as was the tempura shrimp, maki shushi and tuna shushi! My fiance said that he did not like shushi but he changed his mind on this trip! We would return to this resort again. If you like a relaxing vacation that is a little different then the norm, this is the place to go. If you want lots of activities and exciting night life, this is not the resort for you.

The hotel is old. My guess is approximately 40 years old. It was destroyed in the hurricane about 12 years ago, and only 1/3rd of the resort is utilized today. The food was good, but selection somewhat limited. Service was great. Staff were great. The hotel has absolutely no nightly entertainment. My daughter had her beach bag stolen and it contained her brand new phone, some pesos, clothes, etc The staff took a report, said they would review security cameras, but of course they never did. In speaking to a couple of Mexicans at the resort, they said there was absolutely no doubt in their mind that it was a staff member. I hate to accuse anyone, but I'm just passing on the statements made by the staff. The theft occurred at the pool, and my daughter left her bag unattended for less than 5 minutes while she went to the washroom. Needless to say, this left a bad taste in our mouth, and I would never go back to this resort. Nor would I recommend it to others.

My trip was ok. Weather good and food not bad. The trouble we had with our resort was there was a few people who had things stolen. My friend being one of them, she had her beach bag taken which had her cell phone and ipod in it.

We had a wonderful time at the Bel Air. It is very quiet and perfect for R&R My only recommendation is to have a ATM on site. It is also a wonderful place ot bring children with all the wildlife for them to observe and experience.

Not a lot to choose from. Two restaurants, one side was breakfast and the other side was dinner. If it got busy they opened up both sides. Only one lobby bar and one pool bar. Staff very friendly. Great for people looking to just relax.

Great resort, the only two complaints I have was that the animals are noisy in the mornings and there was no sandy beaches on site. They shuttled you off to a local beach every 20 mins. The staff were very nice and attentive.

Friendly staff, good food, resort is in dire need of repairs ( mother in law fell twice over broken pavement ). Seems the emphasis is put on the zoo and no attention is put on the resort.Only about half the staff speak English. Resort beach really sucks. They will cart you to another beach location but it's very inconvenient.Nice little pool play area for the kids.Resort is too close to the highway. Neighboring resort is very loud and everything can be heard through the thatched roofs of the rooms.

Despite initially wanting to take an excursion outside the resort, it turned out there was simply no need to leave the grounds. During our week-long visit, the Bel Air Resort and Animal Sanctuary offered a number of fantastic activities, including snorkelling, kayaking, paddle boarding, a petting zoo, biking, the beach, swimming pools, and learning about different animals (e.g., capybaras, agoutis, jaguars, tigers, monkeys, chimpanzees, coyotes...) The service staff were competent and friendly; the food was delicious.

Pros- amazing room quality, own zoo, Snorkeling & kayak on site, good food, feels like jungle. Cons- No night life, no food after 10 pm ( you can get room service on extra cost), everything closed at midnight, Lack of entertainment activities. nothing on walking distance.

I wasn't sure what to expect from reading the reviews on trip advisor, but I was pleasantly surprised. It's a small resort so if your going for the food there isn't the variety as at a large resort but what they have was great for my family. The rooms were great, the kids loved the jacuzzi in the room and the deck with the hammock and lounge chairs were great. There are animals all over the resort which is cool(they are fenced in), the cenotes are amazing at the resort which you can kayake with manatees or snorkel as well. They have a new attraction which for a fee you can swim with a sea lion, we purchased the cd which was suppose to have the pictures on but to my disappointment was blank:( but overall we had a great time.

The room was okay but the staff could barely speak English. They re-keyed our room card three times with no explanation. The beach we were shuttled to was okay but the food they shuttled out was scary to eat as sometimes it was not on ice. The one main restaurant was good but became repetative. Using the animals in the Zoo for pictures to get money...wanted $20 to take a picture and the smell of the animals throughout the resort...bad. They even had local children doing a Zoo tour. This was not a resort. Just a local hotel and Zoo trying to make money. We will never return and will not recommend this resort to anyone.

Is was an amazing journey for me and my fiance and I would go back with no hesitation. The staff was good and helpful. The food was different everyday we loved it. My fiance decited he will come back for sure .

I was traveling with 2 young adult kids and this place was not suitable in anyway for them. This place was like visiting a retierment home. The workers where very freindly but that is where it ended.If you want fun and beach this is not the place. The beach was so rockey you could not walk to the waters edge.