Cancun Bay Resort

Best experience of my life angel is so nice and caring he focuses on making everyone have a fun time and makes everyone excited he puts other people before himself and makes loads of people smile he is brilliant person , Alice is really sweet and active she’s always going and talking she’s amazing at many things and makes sure everyone has an great experience.

I had a fantastic stay at Cancun Bay Hotel and would definitely revisit. Everything felt well taken care of, from the clean rooms and comfortable beds to the convenient location and friendly overall vibe. The service stood out in the best way. A special shout-out goes to Angel and Alice. He was genuinely helpful and went above and beyond with the activities he organized and led. Whether it was the group fun or the little extras he put together, his energy and attention made the days more enjoyable and memorable. It was clear he cared about guests having a great time, and that made a real difference. The whole experience was very good — relaxed, fun, and well-run. I’ll be back. Highly recommend, especially if you appreciate staff who make the stay feel personal.

We arrived late July. Got our room. Was a little disappointed. For a 4star hotel, shower curtain for the shower, not 4star. Shower curtain pole bent to fit. Shower head fixed to the wall and slightly hanging out. More of a school shower rather than a 4star hotel shower. The room was ok. The bed was amazing. Air con was also excellent. The day after we arrived, I had just got out of the shower, my partner was naked on the bed, the door opens and the porter was showing another couple to our room! They had given our room to someone else. Then they cancelled our key cards and we couldn't get in. I went to reception and really complained. One of the security team thought it was funny. That made me even more angry. I put a complaint into love holiday but they didn't want to know. The next day, knock onthe door from security telling us we need to check out as we have gone over the check out time! Back to reception, asked to speak to the manager, I was told by the girl on reception he is busy and I will deal with your problem. Eventually, the paper work was found and they put our names for the room on the computer system. The girl offered a complementary 25 mins massage which we took but it was not enough really. She had to get the manager to approve abd went into the office to get it done. Again I asked to talk to them. I was told they are busy. Basically the manager did not want to confront this and hid in the office. Once the system has been corrected we no issues. The hotal is open aired, so anyone can access from the pool, beach area at the back. This did not make for great security. More a motel set up not hotel. We had problems during the night with loud talking, shouting and screaming. Nothing was done about it. It happened a couple of times. Food was average, luke warm and to be honest, not diverse enough. Bar staff and cleaning staff were amazing. Couldn't fault the service. The beach is small but lovely. Pools needs updating. Tiles coming away. Entertainment was average. Nothing great. This hotel needs to close for a few months and needs a huge update. I would not stay here again as it was not luxurious enough for 4stars. I've stayed in better 3star hotels