4/10 Poor
Sandra, Bronx
Traveled with partner
Mar 29, 2025
Liked: Cleanliness, amenities, property conditions & facilities
Disliked: Staff & service
Disappointed. Have been to two other Excellence resorts in Mexico, which are far superior in everything. Room here was outdated. No dressers to put your clothes in which I found shocking!! Room service was not good. Food was undercooked quite often. Was a language barrier causing us not to get what we requested a lot of the time. Property was too busy. Restaurants too busy making service very, very slow. Seats all around pool were taken by 110:30/1:00 am and if you came later, you couldn't get one. People horded them for the entire day, often leaving the space for hours and coming back later. They didn't even start to clean pool until after it opened. Concierge tried to upgrade us to Club experience but was total rip off. We weren't even moved to the club side of property. He told us he ordered something special to the room however, when we got up, there was nothing! Eventually did receive fruit (3 pieces and some champagne) after we complained. Was just disappointed with the Excellence experience here. Expected better because of the name. On a good note, bar service on beach very good. French restaurant excellent food and excellent service. Beach was clean and beautiful as was the property. Best part of vacation was our experience at the spa!!!
Sandra
Stayed 5 nights in Mar 2025