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How much does the COVID-19 test cost?

USA, Canadian, and UK citizens are no longer required to present a negative test result for COVID-19 before traveling. Consequently, The Excellence Collection will no longer offer free tests. However, our resorts have COVID-19 testing service for guests who want to take it and will incur an additional fee that can be paid directly at the hotel or resort, according to the following chart:

What do I do if I get a positive result on my COVID-19 test?
The recommended quarantine time is 5 days. 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 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.

At The Excellence Collection's hotels and resorts, we will be offering up to 5-days  complimentary stay at no additional cost to those guests who test positive for COVID-19.  

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.

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?
We have at your disposal the antigen and PCR test. The guest can choose which test to take.

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.

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 to 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.

*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 to 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 if I am already fully vaccinated? 

  • USA, Canadian, and UK citizens are not required to present a negative result for COVID-19 before travel, regardless of vaccination status.

What happens after I have completed my isolation period?
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.

Rescheduling Questions

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

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.

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