TORONTO — The Excellence Collection has adjusted the reopening dates of several of its properties in an effort to ensure the best possible experience for guests.
In an official statement to the trade, the company said: “We understand the inconvenience at hand that COVID-19 has presented for your clients’ travel plans but it is our commitment to continue to implement the flexibility that has characterized us throughout these unusual times.”
The following properties in Mexico, the Dominican Republic and Jamaica have updated their reopening dates, each of which were previously set to reopen on Aug. 28:
- Excellence El Carmen and Excellence Punta Cana: Sept. 20
- Excellence Riviera Cancun: Sept. 24
- Excellence Oyster Bay: Sept. 26
- Beloved Playa Mujeres: Oct. 1
Excellence Playa Mujeres is the only property in the company’s portfolio that is currently open.
Here’s how guests at impacted properties are being accommodated:
For guests with existing arrival dates at Excellence Riviera Cancun between Aug. 28 and Sept. 23, 2020, Excellence is protecting affected bookings by automatically accommodating them at sister resort Excellence Playa Mujeres. Guests’ current rates will not change, and they will be accommodated in suite categories equivalent to their current reservation.
Guests with existing arrival dates at Beloved Playa Mujeres between Aug. 28 and Sept. 30, 2020 will also be automatically accommodated at Excellence Playa Mujeres, located next door.
Guests at both resorts will not see their current rates change, and they will be accommodated in suite categories equivalent to their current reservation.
Agents who booked a suite-only reservation with affected dates (not a flight package) via the company’s official websites or through its Call Center are not required to do anything. Their reservation will be upgraded to Excellence Playa Mujeres automatically and they will be contacted via email with their new reservation information in the following weeks.
Should a guest wish to keep their reservation at Excellence Riviera Cancun or Beloved Playa Mujeres, Excellence will help them move their dates. It, however, cannot honour their current rate; the rate for the newly selected dates will apply.
Guests who have existing arrival dates at Excellence Punta Cana or Excellence El Carmen between Aug. 28 and Sept. 19, 2020 have two options available:
- To keep their stay at Excellence Punta Cana or Excellence El Carmen, guests can change their existing reservation to a new date at the same property. Excellence will provide the following:
- It will honour their rate for their rescheduled stay (all dates of their rescheduled stay must fall by Dec. 23, 2021
- It will also grant a certificate for two free nights for an additional future stay at any property within The Excellence Collection (all dates of their future stay must fall by Dec. 23, 2021)
- For guests who want to keep their travel dates, Excellence can move their hotel reservation to sister property, Excellence Playa Mujeres, in Cancun, Mexico:
- Excellence will honour their rate and assign them an equivalent suite category
- With this option, the arrival date of their new reservation at Excellence Playa Mujeres must fall before the reopening date of Sept. 20, 2020 at their original hotel
- If choosing this option, agents are asked to ensure that flight information to Cancun International Airport has been updated
For guests who have existing arrival dates at Excellence Oyster Bay between Aug. 28 and Sept. 25, 2020, they have two options available:
- To keep their stay at Excellence Oyster Bay, they can simly change their existing reservation to a new date at the same property and Excellence will provide the following:
- It will honour their rate for their rescheduled stay (all dates of their rescheduled stay must fall by Dec. 23, 2021)
- It will also grand a certificate for two free nights for an additional future stay at any property within The Excellence Collection (all dates of their future stay must fall by Dec. 23, 2021)
- For guests who want to keep their travel dates, Excellence can move their hotel reservation to sister property Excellence Playa Mujeres in Cancun:
- It will honour their rate and assign an equivalent suite category
- The arrival date of their new reservation at Excellence Playa Mujeres must fall before the reopening date of Sept. 26, 2020 at their original hotel
- If choosing this option, flight information to Cancun International Airport should be updated
For more reopening and policy updates from other hotels and resorts go to https://www.travelweek.ca/uncategorized/coronavirus-updates-from-major-sun-destination-resort-brands/.
