I will agree with other reviewers that the language barrier was somewhat frustrating when ordering food but they try to understand. It was a VERY peacful place and I would recommend staying here if you are interested in a very low key get away. Loved all the wild life. I would have liked to have seem more of the devastated area but we were not sure how far we could safely go. Luis the pool bartender was GREAT! The people at the check-in desk were not overly friendly. The do need to have some sort of map of the area so you can look at it and figure out where you want to go and where everything is. They do have signs with arrows but I like to look at a map so I have an idea where things are. Overall a great place and hopefully they will open up the other section.

We stayed 7 nights in Bel Air in Feb 2012. The service at the reception is the worst I have seen in my life. They made us wait for two hours in the reception (we were wet and tired from traveling all day) while they sorted out problems with their stone age reservation system, which had lost our reservation and apparently the reservations of two other couples as well. It never occurred to them to give us our room and sort out their problems without us looking at the unmanaged process dumbfounded. After the first hour of hearing 5 more minutes sir, I stopped asking what is going on. At one point I was even ushered into the back room to fill out some web reservation forms and credit card details which at the end were not necessary. As a "we're sorry" we got a bottle of the cheapest sparkling wine - a nice gesture, but not enough to change the experience even close to neutral.

The lack of professionalism and ability to fulfil the simplest request continued throughout our stay. There is a huge language barrier and 90% of the staff doesn't speak sufficient english to be able to for example bring youghurt and fruit separetly in the breakfast table without the customer performing a mime act pointing at the two ingredients. They continuously forgot to bring stuff you ordered and were out of ingredients like cereal, chicken or beef on more than one occasion. When you ask a question the staff is very eager to check, but will NEVER come back and tell you what the result of their inquiry was.

However, the staff is friendly and they give it their best, but unfortunately after a while getting "pot of luck" with every order or question starts to be irritating. The facilities, pool area and rooms themselves are very nice. Also the food is good - if you get what you ordered. The surroundings are lush jungle with a lot of wildlife to see. On top of this there are clear freshwater lagoons to kayak and snorkel in.

As for the dive shop, the DM is cool, but the dive operatior in Playa that thay use is very much profit orientated and will fill up the boat to maximum and schedules are therefore extended. So be prepared for waiting first at the dive shop and then for the tiny boat that will take to your sites.

If you don't mind problemsolving and a bit of a hassle every day when ordering, I would recommend the hotel. Hopefully they will get their act together after a while.

I am writing from our beautiful room, tomorrow back to Miami. We loved the hotel, it is a medium size hotel perfectly located, not crowded with beautiful service. Special thanks to Elvira, Fabiola, Hector and the staff at the restaurants. We didn't have the all inclusive package but we ate at the hotel for breakfast and dinner and the food was good. The grounds are beautiful, I think when they complete the renovation the hotel could be almost perfect. Although we didn't care much to go to the beach they need to work on the one they have, sure people will appreciate it,
our room is super comfortable, and beautiful, nice balcony, very tropical and amazing Jacuzzi, they only need new TV's.
I don't want to leave tomorrow
February 4, 2012

We had a great stay here over 5 days. Good for families wanting a quieter resort which is good value for money. Grounds are wonderful: cenotes with turtles, and animals and birds crossing walkways. Rooms are organised into small groupings and oriented for privacy. Staff were so friendly! Kids pool and playground was good as was larger pool with swim up bar.
We loved the location as it was quiet and central to all we wanted to do - we had a rental car but most major attraction do pick ups from the hotel. Breakfast was great - selection and quality, dinner average. Resort doesn't have a swimming beach but you can access a small beach with rocks - my 9 year old liked it. Kids activites were well organized and the small group of local and international children there on one of the nights had a great time playing games and had a piñata one night. Would definitely stay again.