I booked a room, which was cancelled by the hotel for COVID reasons (they delayed the date they were opening) - less than 24 hours after taking the payment out of m account. Very sketchy. When I called about the refund after days of trying to get someone to answer, they told me it would take at least 30 days for my refund. After 60 days with no refund, I had to file a credit card dispute to get the refund. This business practice guarantees I’ll never stay at an excellence-owned resort. Avoid this resort so you don’t get scammed too.
My husband and I visited this resort from March 3-10. We had a thoroughly enjoyable vacation. We stayed in the Excellence Club. We had booked a Garden view room but were upgraded to an ocean view room free of charge. Our room was lovely, with an upgraded mini bar. The bed was comfortable and the rooms were cleaned thoroughly. We enjoyed the nightly turndown service. We tried breakfast at the buffet and at Magna. Lots of variety at the buffet and excellent food and service at Magna. Our favourite server was Eddy. Thank you for your friendship. We often ordered lunch from Richard on the beach. The Dominican pizza was delicious! In the evening we ate at the steak house, the Mexican restaurant, the French restaurant and the Asian restaurant. Our favourite was the Asian. We also ordered room service and found it to arrive promptly and be very tasty. We watched the rock show, the Michael Jackson show and the pop show. They were just ok. We liked the entertainment before the show and there is lots of seating around the martini bar to socialize. We also really enjoyed spending time outside in the evening at the bar. We are beach people not pool people. We loved that we could always find a seat at the beach but the waves are very rough. Not great for swimming, but still a relaxing and enjoyable beach. We had a great time and would definitely go back.…
Excellence contacted us to tell us they were moving our vacation and we could no longer go the week we had our flights booked for. They then proceeded to CHARGE MY CREDIT CARD even though when we booked it clearly stated we would not be charged until check in. I have now been on hold for over an hour. DO NOT BOOK WITH THIS COMPANY. It is a scam. I am livid. I will be contacting my credit card company to void these charges.
Whilst I have had so many good experiences in the past in Mexico PM Excellence it is a bit stale. So thought we would try the Dominican for a change. Oh dear we wish we didnt. Rooms are not to standard, very cheap and not comfortable. We had a swim up Pool club suite. Nah, not in the same league. Staff are ok but thats it. Food was just again ok except for the Steakhouse which was really good. Only 3 choice of restaurants a night ?? And portions were on the snall side. Bars?? Again very poor and staff overworked so no smiles. Best part was the Excellence Club Restaurant overlooking the beach. Breakfast was in here everyday but after day 4 you’d of completed the whole menu. We had Lobster one night which was the size of your thumb. So we had room service as soon as we got back as we were starving. I think it is tired and wouldn't return We thought it was an ok 3-4 star hotel at best and the food at best 3 star. Not what you pay top Dollar at the Excellence…
Unfortunately the resort was not able to open when we were supposed to visit but they charged our credit card in full even though the rep said they would not charge since they were unable to open. We spoke to supervisor, Julio, who was very nice, but had no authority to quickly process a refund due to their error. He stated it would take 30 to 45 business days to process a refund, which to me is not acceptable. As a supervisor, he should have been able to immediately correct their error.
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