This is the question we kept asking throughout our entire trip! It took at least three days to get replacements and in the mean time my boyfriend and I had to borrow the towels rolled up by the pool.
If you are looking for the typical all-inclusive deal with multiple restaurants to choose from then this place is NOT for you. They have only one restaurant and a sushi bar. The menu at various meal times (ie breakfast, lunch and dinner) never changes from one day to the next.
The drinks by the pool are great and if you choose to have lunch by the pool or on the beach then they'll make it happen! The food is good although the menu is pretty limited. We strongly suggest ordering a Mexican Coffee!!
Some friends of ours had to change rooms due to the fact that theirs was not cooling as it should have. The second room they got didn't either and both were beachfront.
For nightlife you'll need to catch the bus to get downtown. There are no clubs close by. Oh! And be wary of those "time share" companies who try to send you here! 90 minutes turns in to 5 hours and you will wish you booked your own trip instead of going through them for a supposed "deal".

Terrible service!
Housekeeping would remove towels and not replace them for 2 days.
Constantly disturbed in my room by housekeeping (at 730am), mini-bar replacements, servicemen. No peace in my room with constant interruptions.
To order room service - i had to go downstairs to the restaurant to order as they had no menus in the rooms - defeats the purpose of room service.
Despite been over serviced in the restaurant - the waiters were usually to busy talking amongst themselves to take my order.
Best thing and only good thing was the front desk had great staff who were very friendly.

I stayed at the Bel Air, in Cancun Mexico, with 8 other women, during Memorial Day weekend (5/21-5/25). Our ages range from 25-30. It was a beautiful hotel in the perfect location! It was at the beginning of the hotel strip, not very far from all the excitement, but far enough to not be overwhelmed by the party goers. My friends and I had intentions to relax, we were able to do just that, we even partied when we were in the mood. I'd recommend this hotel to couples, friends and even families! When I go back to Cancun, Bel Air will be my first choice!

Although this hotel is not a traditional "All inclusive" resort, we were able to have that option via Expedia. It saved us all the heartache of penny pinching or not indulging. We ate until our bellies were content... and well... drinking...let's just say we had more than our share of drinks! :)

The hotel was clean and worth the price paid. It is right on the ocean and the view from our room was amazing! The conceirge staff were helpful with providing directions and recommendations. We easily booked tours from the hotel.

The staff did a great job cleaning every morning and turning down the room in the evening.

I did not purchase the all inclusive but did eat a light lunch at the hotel restaurant and it was tastey.

The hotel is a bit far down the strip but the bus is convenient and cheap so this wasn't a big issue.