Excellence Punta Cana

The property was beautiful and clean. Each of the staff members were courteous, welcoming and accommodating. We couldn’t be more pleased.

My husband and I booked our vacation package directly through the Excellence Punta Cana website in April for our stay at Excellence Punta Cana. Unfortunately, after making our reservation, I was medically advised by my physician not to travel. We provided the resort with a doctor's note supporting this recommendation and contacted them as soon as possible to explain our situation. We understood that the reservation was subject to a no-cancellation policy, but we hoped the resort would show some compassion by offering a partial refund or postpone the travel to a future travel dates to these unforeseen medical circumstances. Unfortunately, our request was denied without any accommodation or flexibility. The representative at the hotel reservation was unhelpful and showed little interest in discussing possible options. In addition, we sent an email to the hotel's management explaining our situation in detail, but we never even received a response. Considering Excellence Punta is a 5 stars resort and highly rated, the complete lack of communication and non-responsively was surprising. We recognize that businesses have policies, but exceptional circumstances sometimes warrant empathy and reasonable customer service. We were not asking for special treatment—only that our documented medical situation be taken into consideration. The combination of the resort's refusal to offer any goodwill solution and its failure to respond to our email left us feeling ignored and undervalued as customers. Based on our experience with Excellence Punta Cana, we are very disappointed with how this situation was handled and how it responds to guests facing genuine medical emergencies.

Everything was good. The couples spa treatment was astronomically expensive $660 was just way out of my thoughts of paying. The stay is meant for those who just want to relax, unwind, not your party scene but very relaxing.

Amazing trip. 10/10 in every aspect. If I had one gripe it would be the food is better in the states. Would come again!

We are at Magna. I had steak filet and cheesecake ice cream. Ate around 6. Bed around 10. Woke up at 11:30 with extreme nausea and stomach cramping etc.. You can imagine. 16hours later I called the doctor (very nice) and I was taken via ambulance to the hospital and given fluids via IV. Bloodwork done showed I had a bacterial infection. Started on antibiotics and antacids. 50% of my trip I was sick. It was terrible. Also the AC did not work in the room. They “fixed” it but didn’t. I normally don’t complain about anything. However, the staff didn’t seem to be eager to be there. Just the whole vibe was bad even before I got sick. Staff just not happy. Not like other places I’ve been to. The beach staff gave our chairs away when we went to eat lunch even though our stuff was still there. I’ve made it home and still recovering.