Excellence El Carmen

We travelled to DR and stayed in this resort with my husband in August 2019. This was the most relaxing experience ever. Amazing and friendly staff, delicious food and a wonderful spa. We booked the swim out suite and an upgrade to the Excellence Club and this was the best decision ever.

Due to Covid 19, our vacation has been rescheduled 3 times. Understandable. We were even offered a few perks for moving our dates the first time, and it made me feel quite a bit better. When our vacation was canceled yet again, (understandable) I tried to reach out to customer service. When I asked to speak to someone over the phone they told me that was not possible and I would have to email customer service. I did so. Then, I received a reply that said to wait 2 weeks for a response. Not great, but understandable due to everything that’s been going on. I’ve been waiting and waiting and have still not received a reply regarding my complaint. They did email to say the call center had claimed to have spoken to me about the issue. This never happened. I continue to email and never receive any sort of reply.

My husband and I booked a trip for late August that we were looking forward to. The resort did not open in time for our trip and we were sent an email stating such and offering us the ability to reschedule at a late date, which we were happy to do. We are now over a week into trying to rebook our hotel stay and flights with no resolution and about 5 hours of our time wasted with various customer service representatives making promises and never coming through. When asked to be transferred to a manager we were hung up on. This has been an absolute nightmare and we are now less than 48 hours from our original planned travel dates with no resolution, plenty of empty promises of call backs from management or the “offline team” with no calls and no resolution.

The Excellence El Carmen is excelente! ~ Service: The service at Excellence falls within my top 3. Everyone is so kind from the moment you step foot on the resort til the day you leave. ~ Room: I absolutely loved the room here! Rooms are very modern and classy. They are very spacious with a big bed, living space, & really nice bathroom w/ a rain shower. The bathroom amenities also included a razor, toothbrush and toothpaste which I thought was really nice. I LOVE the scent of their spa products! The room includes a big jacuzzi tub (basic room) - it looks like it is on the balcony, but it is closed in with floor to ceiling glass. It was PERFECT and even has shades for complete privacy. There are 3 different bottles of liquor in your room for your convenience and a minibar fully stocked. Note: If you are looking for a really nice experience, Excellence has some of the best value room options in Punta Cana for the money, like their '2 Story Rooftop Terrace Suite with Plunge Pool' ~ Dining: The restaurants were amazing - no reservations required. This resort does not have as many restaurant options as the other resorts I have visited in Punta Cana, but the quality of food is exceptional. I had the biggest lobster tail i have ever had in my life at ‘the lobster house’ and right upstairs is a beautiful beach view at the rooftop bar. ~ Entertainment: Entertainment and activities are good, but it is the least lively of some of the resorts I have visited in Punta Cana. You will not get bored between the included resort entertainment, and island excursions offered, but it is not a big party resort. ~ Inclusions: They include many of the basic all-inlsusive features like snorkeling gear, bikes, Yoga classes, Dance lessons, Beach volleyball, Tennis, Billiards, and more. I will also mention they do a little something special for those celebrating their honeymoon or anniversary! There are requirements for this - know before you go! ~ Resort: Overall, I think the Excellence El Carmen is a wonderful resort for adults wanting to relax and are wanting great, personal service. The resort is very modern & sleek with many natural colors and characteristics. Highly Recommended!

We went for our anniversary and without a doubt the best resort we have ever been to. The staff makes the resort. When you first get out of the airport transfer they welcome you home. From that moment forward you are in the most relaxing and stress free vacation of your life. Want to be active, sure. Want to sleep in and not do anything, have at it. So many great restaurants. Again, the staff is perfection. We are returning in just a few months and cannot wait. No more looking for other resorts to try out. We found our comfortable place. Excellence Club upgrade is a must.