Excellence Punta Cana

These people deserve a shout out. Yinaury at Cielo, Hendrix at the club pool, Erika from the 10000 side of the main pool (fyi-makes the best coffee EVER), Dionisio from Lobster house! Love you all!! Also the Spa staff was so very sweet and kind. Grounds keepers did an amazing job. Entertainment and dancers were all firebombs! Aroma had the best coffee and strawberry ice cream! DONT listen to the haters on facebook, This place was TOP NOTCH.

This was our second time staying at the Excellence Punta Cana. We love it and will be back many more times. The service staff is so friendly and welcoming. The food is delicious and the entertainment is excellent.

Management and customer service have ruined this resort. Emails and complaints mostly ignored and when you occasionally get a response, it’s days later, partially complete and only the trivial points responded to. Staff are usually pleasant, though this can vary seemingly randomly, depending on the given day. Staff are chaotic - one example: we went for lunch and sat at a nice table which still had some glassware from the previous occupants. Staff cleared empty tables next to us before giving us clean cutlery and glasses for water. 3 members of staff standing chatting instead of serving tables. It can take 30 minutes to get service on some occasions throughout the resort including ‘excellence’ club - nothing is ever quick, and most requests (drinks, top-ups, condiments) require multiple requests before delivery (usually food finished before they arrive). Excellence club restaurant had no sparkling water for 2 days but the beach bar next to it had it in abundance - nobody willing to go and get it. Lunches - very limited choice of venue and both à la carte restaurants have tiny menus and frequently don’t have some items. Excellence club breakfast the same. Steak restaurant ran out of medium rare Porterhouse steaks but offered medium Porterhouse steaks - how this is possible, unless they pre-cook steak and warm them to order, is beyond me. Rooom ‘service’ the worst I’ve experienced in any hotel worldwide. Waited in room for 2 hours for a bottle of wine and had to leave for dinner - when we returned it hadn’t arrived - they said because we were not in the room but on other days they’ve frequently delivered to the room when we’re not in it. Had to order ice 4 times one day before it arrived as the ice machine in our block was not working for 2 days. Sports bar food very poor quality and again service poor, especially for food. There are much better hotels in Punta Canada with much better service and customer services who deal with all issues as they arise and provide a concierge service making booking restaurants easy and any issues requests dealt with. If you don’t make a booking for dinner frequent long queues. We have emailed our dinner requests but only one out of six has actually been at the correct time so far. The main issue is that, when a problem arises, nobody seems available or willing to deal with anything. You just have to sort yourself out and hope for the best, which is the opposite of what a luxury 5-star establishment should be delivering.

Andrely was amazing at the front desk! Very good service! We loved the Grill and of course eating at Magna! Can't wait to come back.

This was our first and last time staying at this resort. We chose it based on the promising reviews and its advertised 5-star rating, but unfortunately, it turned out to be the worst vacation we’ve had—especially considering how much we paid. Customer service was extremely disappointing. We constantly felt like we had to handle everything ourselves rather than being helped by staff. When we arrived, the bed sheets in our room were dirty, which immediately set a bad tone for our stay.