2/10 Médiocre
20 février 2025
One And Only Trip to an Excellence Resort
We booked our room in Sept 2024 only to arrive in Feb 2025 & find out the room we booked had been overbooked, therefore the room we wanted & paid for was not an option for us. They offered us a downgrade but no refund in the difference due to us booking thru Hotels.com.
I began a chat session with Hotels.com & the representative was very nice & helpful was able to find us a room nearby at Secrets along with a nice refund for the difference in cost.
As we were leaving we requested the bell person to contact us a cab to take us to Secrets, which was only 1/2 mile down the road, he ask for our check out ticket, I told him we never even checked in therefore we didn’t have a checkout ticket.
Waited for over 20 min,I honestly don’t think he called for a taxi because one never did show up. I contacted an Uber driver, I let him know to cancel the taxi & was informed they don’t allow Uber drivers on to the property.
So I then ask him to at least take us by golf cart to the gate so we could be picked up by the Uber driver. He did do that but literally dropped us off on the curb at 8:30 at night.
We normally stay at a Secrets Resort or Sandals but had heard such amazing things about the Excellence Brand. This was presumably a 5 star resort but from my experience I’d rate it a 2-3 just because of the way they handled the situation. A phone call in advance to let me know the room situation would’ve been nice.
I work too hard for my money to not get exactly what I paid for.
Kimberly
Kimberly, séjour de 3 nuits
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