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1,647
607
279
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72
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Reviewed 4 weeks ago

This is our second stay at an Excellence property as we stayed at Excellence Playa Mujeres in 2017 for our destination wedding. There is no comparison between EPM and Oyster Bay. EPM's service was top notch as were the hotel finishes and we would return there anytime. The service at Oyster Bay was non existent and that's being generous. I'm not sure if it was the actual staff's fault or if the hotel was just completely understaffed. We stayed from 1/11 - 1/19/20 in the Excellence Club Honeymoon Rooftop Terrace Suite with Plunge Pool OCF. At EPM, the extra cost for the Club level was completely worth it as the staff bent over backwards for you. They also monitored the Club, remembered you by name and were always checking to see if you needed a beverage or anything else. At Oyster Bay, anyone can be in the Club section as it's not monitored and I can say without question that there was no difference in the level of service you received for the extra money. It would definitely be worth saving the money and not booking the Club level at Oyster Bay. (I'll add the remainder of the review in the details tab due to limited characters available here)

Date of stay: January 2020
4  Thank wnybrown
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
ExcellenceCollection, Online Brand Controller at Excellence Oyster Bay, responded to this reviewResponded 4 weeks ago

Dear guest,

First and foremost, we would like to thank you for choosing Excellence Oyster Bay as your vacation destination and for taking the time to bring your discontent to our attention.

We would like to emphasize that The Excellence Club benefits extend beyond offering extra-services to make you feel more pampered, but they are more likely to get access to some private areas, higher amenities quality, upgraded in-room premium liquor and wine bottle selection, welcome gifts.

We assure you that every constructive criticism you have shared with us has been taken very seriously by our team in order to keep standards which live up to the Excellence brand. There is a full commitment from the whole company and they are very passionate about their job and they do all their best to offer the outstanding service we are recognized for.

We truly hope to have the opportunity to welcome you back in the near future and reinstate your confidence in our service. Please, receive our warmest regards from The Excellence Collection.

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed 4 weeks ago

Beautiful location, nicely kept, great rooms and ALL employees were extremely friendly. The 24 hour room service good. The service for dinners at the restaurants was extremely slow (2 plus hours, from seating until dessert at 8 different restaurants). Maid service was very good, although they did miss 2 nights of turn down service. Lounge chair service at the outdoor bars ranged from very good to nonexistent. We had the ocean front roof top plunge pool suite, with a fantastic view. But the pool was only cleaned once after we called (was there 8 nights). Every 2 to 3 days would have kept it clean. The drinks and entertainment were plentiful and very good. For the most part the food quality was good with the exception of the steaks (mostly on the thin side and tough). Overall we had a good time, could it have been better. I believe so, from a previous Excellence Resort vacation.

Date of stay: January 2020
  • Trip type: Traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with this hotel
1  Thank kgmbgolf
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
ExcellenceCollection, Online Brand Controller at Excellence Oyster Bay, responded to this reviewResponded 2 weeks ago

Dear guest,

First of all, we would like to thank you for choosing Excellence Oyster Bay as your vacation destination and for taking the time to share this review with the TripAdvisor community.

Your feedback is very important to us because give us the opportunity to better understand the areas we need to focus on in order to offer our guests the best experience ever. It also allows to find out the services our lovely guests enjoy the most and therefore, we can keep on working in that direction in order to achieve our vision, which is to be the leading group in ’’All Inclusive Luxury Hotels and Resorts’’ in quality service.

The staff members are one of the core pillars of our resort to offer an unforgettable guest experience, and their attitude is intended to exceed the expectations of all our guests and provide them with a service as much personalized as possible. However, we are very disappointed to read that our service was slow and we were lacking in terms of cleanliness because these are certainly not indicative of the standards which we are known for, and from which our customers have come to expect and deserve. Therefore, we can assure you that the constructive criticisms have been taken by our team in order to keep standards and ensuring your satisfaction.

We hope to have the privilege to welcome you back in the near future and to provide you with a truly unique vacation experience. Please, receive our warmest regards from The Excellence Collection.

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed 4 weeks ago

Staff were fabulous, authentic, and genuine. We especially appreciated Marshalee and all that she did to make our trip enjoyable. Staff were so lovely and literally everyone greeted us warmly. We definitely recommend Excellence Club—Club restaurants were our favorites and the Club beach was beautiful. Highly recommend EOB!

Date of stay: January 2020
  • Trip type: Traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with this hotel
Thank praby15
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
ExcellenceCollection, Online Brand Controller at Excellence Oyster Bay, responded to this reviewResponded 4 weeks ago

Dear guest,

First of all, we would like to thank you for choosing Excellence Oyster Bay to vacation and for taking the time to share your feedback with the TripAdvisor community.

We are very pleased to know that you were greeted warmly by our colleagues upon arrival and they were able to make you feel pampered all the time as a result of going above and beyond to make sure that every need was met. In addition, it is a pleasure knowing that you thoroughly enjoyed the benefits of being an Excellence Club member.

It has been a pleasure hosting you as our guest and we look forward to welcoming you back soon. Please, receive our warmest regards from The Excellence Collection.

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed 4 weeks ago

This hotel is truly amazing! But it is not just the hotel/rooms/pool/overall ambiance of the resort that is great, its the staff that made our trip so spectacular. Everyone from the front desk staff to the entertainment (Nick is AMAZING!), all of the fun bartenders and everyone who worked in the restaurants, made this one of our favorite vacations ever. Food and drinks were great. Specialty restaurants were delicious. I loved how they have the pools - one area to truly relax, and the other area is a bit more lively with music and entertainment fo the most of the day! I highly recommend if you are looking to get away for a romantic vacation and relax.

Date of stay: January 2020
  • Trip type: Traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with this hotel
Thank alliejaie
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
ExcellenceCollection, Online Brand Controller at Excellence Oyster Bay, responded to this reviewResponded 4 weeks ago

Dear guest,

First of all, we would like to thank you for choosing Excellence Oyster Bay as your holiday destination and for taking the time to share this review with other travelers.

We are very pleased to know that we were able to create a romantic atmosphere and the outstanding service provided by our colleagues surpassed your expectations making you feel pampered all the time as a result of giving the royal treatment you deserved. It is also lovely to read that you had enjoyed the amusing entertainment provided just as the delicious dining options we offer.

We look forward to welcoming you back soon and have another opportunity to pamper you with our superb service. Please, receive our warmest regards from The Excellence Collection.

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed 4 weeks ago

We had multiple issues with service in the restaurants and room service. The restaurants were consistently slow in presenting your meals. We understand that everyone is on island time, but after waiting for over an hour without a single part of your meal is excessive. The chefs also try to make substitutions to your meal Without your consent or knowledge. We had this happen on multiple occasions. Room service is a complete disaster. We ordered a meal one night and were told that the wait time was 35-40 minutes. We received cold food after 80 minutes and one of the orders was missing ingredients. We called and 15 minutes later had hot food, but the meal was wrong again! It was missing a different ingredient on the New meal. Our mind was blown at how inconsistent and poor the restaurant services were.

Date of stay: January 2020
  • Trip type: Traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with this hotel
2  Thank lauren4012020
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
ExcellenceCollection, Online Brand Controller at Excellence Oyster Bay, responded to this reviewResponded 4 weeks ago

Dear Lauren,

First of all, we would like to thank you for choosing Excellence Oyster Bay as your vacation destination and for taking the time to share this review with the TripAdvisor community.

Your feedback is very important to us because give us the opportunity to better understand the areas we need to focus on in order to offer our guests the best experience ever. It also allows to find out the services our lovely guests enjoy the most and therefore, we can keep on working in that direction in order to achieve our vision, which is to be the leading group in ’’All Inclusive Luxury Hotels and Resorts’’ in quality service.

The staff members are one of the core pillars of our resort to offer an unforgettable guest experience, and their attitude is intended to exceed the expectations of all our guests and provide them with a service as much personalized as possible. However, we are very disappointed to read that our service was slow and the food inconsistent because this is certainly not indicative of the standards which Excellence Resorts are recognized for, and from which our customers have come to expect and deserve. Therefore, we can assure you that your concern has been taken by our team in order to keep standards and ensuring your satisfaction.

We hope to have the privilege to welcome you back in the near future and to provide you with a truly unique vacation experience. Please, receive our warmest regards from The Excellence Collection.

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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