Cancun Bay Resort

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

Love this resort! Angel and Alice are amazing & so friendly. The bartenders are THE BEST and keep the drinks cominggg

Beware beware this is the first time we stayed in the cancun bay resort hotel and we will never be back we and other guests were absolutely ignored for 3 days in the restraunt we had to speak to the restraunt manager about this staff rude at one point I asked for hot milk was told no milk food was repetitive for 3 days chicken and pork was served all with different sauce but same meat looked like left overs we and others stopped eating in restraunt air condition broke down in our room after 3 hours in a stifling room we were moved to another the only pleasant person in the hotel was Juan on reception and Alessandro restraunt manager trattoria staff one in particular don't know his name but very unkempt shirt hanging out his trousers unbelievably rude and ignored us everytime this whole hotel badly needs to take a good long look at what's happening in this place the hotel it's self is good but the staff !! Karol the concierge nicest person I have ever met is an asset to this place always smiling always asked if we needed anything and if we carried anything she quickly came to help and it was no bother to her. We have been to Mexico 13 times and have always tipped waiters all staff but im sorry to say we felt we couldn't tip for disgusting service and bad treatment 2 week holiday we couldn't wait to get home it was ruined