How much does the COVID-19 test cost?
The Excellence Collection will be providing COVID-19 antigen or PCR tests to guests with a return flight to a country that requires proof of a negative result. These are the COVID-19 viral tests accepted for reentry, and they will incur an additional fee that can be paid directly at the hotel or resort, according to the following chart:
According to the CDC, as of June 12, 12:01 am, US citizens will no longer be required to present a negative test result for COVID-19 before traveling. Consequently, starting from the aforementioned date, The Excellence Collection will no longer offer free antigen tests.
For the UK, as of March 18, 2022, citizens will no longer be required to present a negative result for COVID-19 before traveling. This applies regardless of vaccination status.
For Canada, as of April 1, 2022, a negative COVID-19 antigen or PCR test result will be only required for partially or non-vaccinated travelers. These test costs will have to be paid directly at the hotel or resort. Our decision to apply a cost for these tests is due to the high percentage of vaccinations registered in the country and the cost-effect that these tests represent.
What do I do if I get a positive result on my COVID-19 test?
If a guest tests positive for the COVID-19 test, the on-site Doctor will contact him/her and determine the symptoms. If the guest does not present any symptoms, he/she will go to the isolation suites that have been established and the COVID-19 protocol will be activated at the hotel.
If the guest presents symptoms and if the Doctor determines it, the guest will go to the hospital for an evaluation where they will determine if the guest should stay hospitalized or if he/she can return to the isolation suite at the hotel.
Understanding the global situation we are currently going through, The Excellence Collection is pleased to announce that in addition to the COVID-19 tests, we will be offering a complimentary stay at no additional cost to those guests who test positive for COVID-19.
In our Mexico and the Dominican Republic destinations, the complimentary stay will be for a maximum of 11 days if showing symptoms, and 6 days if asymptomatic for the USA and the UK citizens.
In the case of Jamaica, according to the local authorities, the mandatory quarantine is 10 days. However:
- For the asymptomatic guests, early release can be approved after completing 5 days of the isolation period.
- For guests presenting mild symptoms, early release can be approved at the 6th day, after medical evaluation. Please keep in mind that the medical evaluation carries a cost that must be paid by the guest.
- Guests who present strong symptoms must comply with the 10 days of quarantine.
For Canadian citizens, regardless of the destination, the complimentary stay will be up to 14 days.
How can I make an appointment for a COVID-19 test?
In the case of Mexico and the Dominican Republic, the guest can go to the medical center of each of our hotels and resorts without the need for an appointment.
For Jamaica, the medical staff will determine the time once the guest has made the request.
For Canada, partially or non-vaccinated guests are required to present:
- A negative COVID-19 antigen test result, taken no more than 1 day before travel; or a negative PCR test result, taken no more than 72 hours before travel.
For the USA and UK, citizens will no longer be required to present a negative result for COVID-19, regardless of vaccination status.
Please remember that it is the sole responsibility of guests to verify and comply with all requirements and to make timely arrangements.
What times is the test available? When will I get the results?
The tests will be provided at the medical center of each hotel or resort at the following times:
- Mexico: 9:00 am - 5:00 pm
- The Dominican Republic: 8:00 am - 5:00 pm
- Jamaica: To be determined by the medical staff
Antigen test results will be delivered the same day, while PCR test results can take up to 48 hours. The test results will be delivered to the mail provided by the guest.
What kind of COVID-19 test is it?
The test is a COVID-19 Antigen for the USA; and an antigen or PCR test for partially or non-vaccinated Canadian citizens, which are the COVID-19 viral tests accepted by these and other countries for reentry.
What do I need to be able to return to the USA after testing positive?
According to the CDC, if the guest has recovered from a documented COVID-19 infection within the last 90 days (regardless of vaccination status), he/she does NOT need to get a test after travel. The guest may travel back to the USA with a letter from a licensed healthcare provider or public health official stating that the person has been cleared for travel (Documentation of Recovery).
How could I know if my country requires a negative covid 19 test to re-enter?
Each government has updated information on COVID-19 and travel restrictions on their official portals. Please check the official channels of your country of origin.
What is the minimum age to take the test?
For the USA, according to official information, the test must be taken by children from 2 years old and adults; for Canada, the test must be taken by partially or non-vaccinated children from 5 years old and adults.
Will the complimentary stay be free only for the COVID-19 positive guest? What about their travel companion?
Following our security protocols and thinking about the well-being of our guests and staff, the positive COVID-19 guest and their companion should be relocated in two separate suites* if the companion wants to stay. An exception will be made in the following cases, where they will be allowed to stay in the same suite:
- Minor children
- Guests with a disability that requires assistance and special care
- Older adults who require assistance and special care
The companion must follow the safety protocols established by The Excellence Collection at the hotel. The complimentary stay will start as soon as a positive result is confirmed; there will be no refunds for unused room nights.
If during the isolation period, the companion who has stayed in the same suite with the COVID-19 positive guest turns out to be positive as well, then their extended stay will be covered at no additional cost to the guest, as stipulated in the present document.
*Based on availability.
What if I go with my family and one of us tests positive for COVID-19?
Stays for families that have an occupancy of 2 adults and a maximum of 3 children, can be accommodated in up to two suites* at no additional cost.
It will be necessary for the companions to follow the security protocols established by The Excellence Collection at the hotel.
*Based on availability.
If we have traveled in a group and one of us tests positive for COVID-19, can the rest of us extend our stay?
The complimentary stay free of charge applies for the guest that tested positive for COVID-19 and one (1) companion with whom the guest has previously shared the suite during their stay if he/she wants to relocate in a separate suite*.
It will be necessary for the companion to follow the security protocols established by The Excellence Collection at the hotel. In case other members of the group would like to extend their stay, they can do so at our regular rates.
*Based on availability.
What happens if there is a delay in the test results?
We do not expect there to be any delays in the results, however, if there was something to be amended, the hotel anticipates a list of all the clients assigned for testing to validate the information with the laboratory such as full name and passport number. If there was a need to correct this information, the client must notify the hotel for immediate assistance.
What happens if the test is inconclusive and a second test is needed?
An inconclusive test will result when the sample is insufficient and unable to register the information required by the laboratory to fully determine whether the test is positive or negative. In this case, guests may have to retake their test for a precise result and we will cover the cost.
If a guest has tested positive; they must quarantine following The Excellence Collection protocols. According to their health condition, only the on-site doctor can determine how many days after can he/she take the second test.
What if I am already fully vaccinated?
- USA and UK citizens are not required to present a negative result for COVID-19 before travel, regardless of vaccination status.
- Fully vaccinated Canadian citizens are not required to present a negative COVID-19 test result before travel.
What happens after I have completed my isolation period?
Once the isolation period is completed, the licensed laboratory will extend a recovery letter, for Mexico and the Dominican Republic destinations. In Jamaica, the Ministry of Health is responsible for providing an official document, called “Fit to Fly”, to the recovered guest.
In all cases, a new test is not mandatory. The recovery letter from the certified authorities and the positive COVID-19 test are enough to end the isolation period.
New Reservation Questions
What is your cancellation policy? I want to book a new stay at your hotel, but I am worried that the Covid-19 situation will make me have to cancel later on.
To help our guests feel comfortable booking new stays, we have made our flexible cancellation policy even more flexible in case you have to change your travel plans.
For new direct reservations, your booking will have penalty-free cancellation up to 24 hours in advance of your arrival date, with the exception of our special non-refundable rate options. Cancellations made less than 24 hours in advance will be considered no-shows or late cancellations, and will be charged in full. Keep in mind that you might be subject to penalties with your credit card. When booking through third party websites (tour operators, travel websites, etc.) some cancellation penalties could apply.
I have already tried to reschedule my booking through a third party (travel agent, travel website, etc.), but I am not getting a timely response and/or cannot get the help I need. Can you help me?
Some travel industry businesses need more time than usual to meet all of the unprecedented customer service demands they are receiving during this difficult time. You can contact us at The Excellence Collection directly and we will be glad to liaise with our close partners to look into your rebooking.
Please pass along your relevant details (name, hotel, reservation number, and the company you used to book) and our team will follow up and hopefully accelerate a resolution for you. We are very glad to help!
You can contact us at firstname.lastname@example.org
Can I cancel my existing reservation and make a new one through a different seller? I have already tried to reschedule through my original channel, but I am not getting a timely response and/or cannot get the help I need.
We always recommend that you keep your existing reservation and work with your preferred agency, operator, or travel website to secure new options. This will make it easier to change your travel dates, the length of your stay, or your suite category, or even choose a different property from The Excellence Collection’s portfolio (with the corresponding changes in charges that could apply).
Should you choose to switch sellers, we are happy to let you know that we only work with the most reputable travel companies worldwide, so you can compare and decide the best option for you. For a more detailed list of the most trusted partners, agencies, and distributors partnered with The Excellence Collection, please click here.