Excellence Oyster Bay

Beware this hotel chain is intentionally defrauding guests for their money by taking reservations while knowingly pushing back hotel closures. I got the same generic response from their disgruntled customer service that they will refund 30-45 business days don't even bother waiting because that is a lie just do a chargeback with your credit card company to get your money back. this is a simple cash grab hoping people who paid with debit cards and would have trouble getting their money back it is unfortunate during this pandemic this beautiful hotel has come to these desperate measures to turn a profit. it would at least seem more genuine if the hotel to even email their guests to notify them of the property being closed. please don't book any flights in anticipation to staying at this hotel because they are fraudulent.

Over the past 5 years, my wife and I have been regular Excellence users, having stayed at Playa Majures 3 times and recently in the DR at El Carmen. Both of those resorts are as they're name says Excellent! However, similar to other reviews, we booked our trip to Oyster Bay in August and while Covid exists, as recent as two weeks ago, the site showed that the resort re-opened at the time of our new booking. Well upon checking back in last week, I was shocked and really mad that the date of re-opening was extended. That was ok but no one bothered to call me or email me that our stay was now nullified. Further more, no one has yet to call me to apologize for no communication. The bottom line is that Covid is here but not communicating with your clients is really bad at a time where loyalty should matter. I have 5 rooms set up in May with Cancun Rivera Maya but now will be canceling those and going somewhere that will actually follow through with me as a loyal customer.

November 16, 2020: we booked our week-long stay (Dec 29-Jan 5) at Excellence Oyster Bay. We were SO excited! December 19, 2020, ten days before departure: I went to the resort website to double-check COVID requirements for entry. I SHOCKINGLY found out that the resort is closed again due to the pandemic and plans to reopen in Feb 2021. WHAT. The hotel NEVER notified me! No email. No phone call. Zero communication. We could have easily shown up on December 29, 2020, for our planned vacation, and SURPRISE - the resort is closed. I called customer service to gather more information and the service was just appalling. The representative casually said, "oh yeah, Oyster Bay is closed." No explanation or apology. Totally unacceptable! Luckily, I was able to cancel our flights and our suite for a full refund. I'm totally baffled by the service and lack of communication for a "luxury" resort. We will never book with Excellence again. Such a disappointment.

Winston was amazing and so personable at the excellence bar. Adrine Theresa latoya and Melanie gave us the best service at the spa. They were so attentive and fit us in even though they had no availability for the day.

This hotel is by far a favorite of mine!. Imagine not feeling like a second class citizen when wanting to use a lounger/ cabana by the beach just because you didnt get a club class room! At excellence everyone is treated fabulously! The Martini bar was an experience, the ambiance and the food!!! Every night dinner was at a gourmet restaurant!