Excellence ResortsReviews of excellenceresorts.com

Reservation process is ridiculous!! They messed up our status, fixed it and send promo code for early access reservations - code did not work and NO response to emails. Sent daily email for a week asking for help and NOTHING!!! Reservation department apparently has no authority to do anything but book and charge your card and customer support NEVER responded to our emails.

We have been in these resorts 5 times. 3 on the Beloved Hotel which only fault was to loose some clothing we forgot there and the they not only asked me how much money those clothing cost but transfer the exact amount of money I told them. And besides, the manager sent us a voucher of around 1,650 USD to use in any hotel belonging to the resort. The main point is we are now in the most expensive hotel: the Excellence Coral. We have paid 800 USD per night for 7 nights. And as we checked in, just about two hours ago, we found out that the room we booked and payed did not have the usual amenities and access to certain restaurants and free massages. As we arrived, we were told by the day manager that simply that is what we paid for. That is the hotel policy. Not only he was rude in the easy he talked to us, but gave us no alternative whatsoever without justifying how come the hotel in its reservation page did not clarify the differences between choosing one room or other. Above all this, we found out that the amenities were extremely poor compared with what we had in all other stays at these resorts. The cofee is no more Nespresso but a white brand. The soap and shampoo instead of being L’occitane in Provence or Bulgari as on other stays, is a white brand. Instead of having at least 6 different alcohol beverages to choose now that offer 4 and no whisky or Bourbon. Finally, for what they offer I would have never payed that amount of money. Regarding the fact that before we had a lot better offer in amenities than this time. I would never recommend anyone to stay at these resorts due to the fact they do not explain what are you paying for. I asked for a meeting with the general manager Mr Rafael de Valdez and let him know our poor experience. The conversation was nice, he understood the problem of their web site and told me he was going to tell the comm people to clarify the web site. He apologized for the behavior of Mr Nelson. Could not believe the details I told him about things he said and though I just wanted him to know about our lousy experience but was asking fon nothing, he did his best to make our stay more comfortable. He was extremely emphatic. I am glad I was able to talk to him and hope he will take care of making the corrections necessary. Thank you Rafael.

I booked a vacation in 2023 with excellence direct. it was an all inclusive trip hotel fight and transfers. When I returned I was charged for flight by Expedia. I just found out that excellence gave my credit card charged me for a flight through Expedia that was supposed to be included.now I’m out over 1300 dollars and I paid 12000. Oh and there was no pick at the airport they said I booked with Expedia and it was not included . The hotel said I booked with Expedia and I did not.ridiculous I Will no longer be involved with this hotel.

We booked through a third party for Excellence Coral Playa Mujeres. Our dog required life-saving emergency surgery the day we were supposed to leave. We cancelled the reservation. After spending about 13K on caring for our dog, we hoped that an exception would be made to give us a refund or, at the very least, allow us to reschedule the trip. We called Capital One, and they encouraged us to contact the Excellence reservation line to see if they would be willing to help. However, because we didn't book through them, we were treated like second-class citizens and refused any assistance. There was no empathy, just condescension. They said they would be willing to help us IF we had booked directly with them. The rep said he "deals with people who do this all of the time" and instructed me to "stop interrupting him." I was shocked at the behavior. Perhaps if we were treated with more respect and empathy, they would have turned us into a loyal direct customer.

Non-existent customer service My wife and I booked a 10-day stay at the Excellence Oyster Bay resort thru Expedia, for almost $9,000. This booking was made nearly a year before the travel dates in February 2026. Unfortunately we immediately had to cancel, less than 24 hours after booking, and requested a refund. Although we had inadvertently booked a "non-refundable" room, we naively thought that a reasonable reputable company would have no problem providing customer goodwill by granting our request, particularly since we immediately canceled, causing no harm to the company. After receiving our credit card statement with the charges intact, we contacted Expedia and they contacted Excellence to request the refund, which was denied. I called the reservations number (the only contact number available) to appeal. The rep was abrupt, said she couldn't help, and after prodding provided a customer service email address, and indicated that the Excellence company has no customer service phone number to speak to a live person. I had already sent an email and follow up prior to that, and no response to date, so I have zero confidence that they will respond to the latest email to "customer service". I feel like I was robbed of $9k. The only reason they would have to keep my money would be to punish me severely for my stupid mistake of booking with them in the first place. Money seems to be a priority over the welfare of their customers. They did not even offer to provide a credit or reinstate my original reservation. I am thoroughly sickened and disappointed that no one will be reasonable about this and just ignore me. Meanwhile I am out nearly $9,000, which I saved up for a special trip, and I cannot afford at all.

To Management of Excellence Playa Mujeres rest: Our vacation at the Excellence Playa Mujeres resort in Mexico (November 2023) was the worst vacation my wife and I have ever been on--painfully so. The nightly music and entertainment were painfully loud every night—nearly bringing me to tears. We were never able to relax or enjoy a restful evening. Although our suite was as far as possible from the theater and central plaza, still our windows thundered with the noise, every night. Although we strenuously complained to management about this matter, they did nothing to help us. I would never recommend the Excellence resorts to anyone. I hope that upper management will correct this matter for other guests.