Zel Punta Cana

My review of Zel Punta Cana! Just returned 5/27 On 5/23 I arrived at Zel Punta Cana, thrilled, and ready to have the time of my life. This was a milestone trip for me. My 40th birthday, as I expressed to you, I am a world traveler, and I typically visit resorts all over the world about 3 times a year. 90% of the time , when I have an amazing stay, I typically book the same resort and visit it twice within a two-month span. When being greeted at Zel, the fast check-in process and kindness displayed from our greeter Rosemary surely made me feel like I was in good hands but boy was I wrong. When I purchased this room online, I was won over by the videos circulating online, with beautiful, vibrant colors and spacious rooms and the care that was expresses by bloggers online. They boasted of how Zel decorated rooms for their birthdays and really made sure their special day was just that special. I quickly learned that this only happens for "some guests". In the comments while booking I stated I would like my room decorated for my birthday. When I arrived in my room I received only a bottle of wine and a mere note expressing "Happy Birthday". But the guest two rooms down had a complete room decoration with balloons everywhere, a cake, and the works. This was not offered to me and my 40th birthday was a complete bore at zel. I messaged Rosemary because at the very least since zel failed to decorated my room I thought they could fill my jacuzzi’s Rosemary stated they don’t do that. Mind you I’ve saw numerous videos online of this being done for other customers, and I also saw a room decorated. That was just two doors down from mine. On my actual birthday, we scheduled dinner at the Asian restaurant that cooks food in front of you. We sat next to a table where another person was celebrating her birthday. They did a huge song and dance brought out cakes.It was so live and vibrant for them. No one asked me or asked if they were any birthdays at my table, and I received no song no joy as a matter of fact, I was falling asleep at the table that’s how dry and dull it was . This wasn’t even offered to me. The very next day after my birthday, I noticed that we had no towels in our room on that day. I called and asked for towels. They brought me every towel, but one to wash my face with and take a shower. Then the phone in the room stopped working. So I was forced to communicate with Rosemary going forward because I did not have a working phone to dial anyone for assistance in the room. I spent two days begging Rosemary for towers and she did not deliver. She kept stating that they said they were on their way. They never showed up. I stayed in constant communication with her and informed her that they had not come her response was I thought they came my response was if I messaged you and said they never showed up how could you think that they came to give us anything? The very next day, I was fed up with asking her for help and decided to go over her head to reach out to another staff concierge for help. I went down to the lobby and stated that I would not leave until I receive towels. She has them come to the lobby and bring The towels to me it took me two days to receive towels. On that date, I scheduled a floating breakfast for my final morning as Zel The very next morning I get dressed honestly I was so excited that this will be my last day because I had such a horrible experience there. I put on my swimsuit and waited about an hour for my floating breakfast to come of course they never showed up of course my phone in the room is still not working. Of course no one is around to assist me. I could not even order room service due to the fact that the phone had not been working for now three days all of this was expressed to the concierge, and of course no one came to assist me nor help me with this matter. I had to ask about the birthday cake and learned that it was $50 if it cost for a cake and if it cost for a room decoration, I could afford to pay for all of that, but none of it was offered to me until the last moment of me leaving, which was completely pointless. Zel absolutely failed me as a customer! I cannot believe that I save up so much money to spend on my 40th birthday just to receive the service that I received on my stay there. I wish that I had booked elsewhere where I would be treated with respect and with care like you treated the other guests that were just two doors down for me. I’m sure they enjoy their stay. Their birthday was amazing. This was a moment that I will never be able to relive again and I regret spending my time and money there. Also, when walking to the pool and my swim up, there is a floor towel on the walkway that is lifted, and we consistently tripped over it each day, and I almost broke my toe walking to the pool. The pool, which was dirty every single day that we were there with debris floating everywhere. No one cleaned the pool my entire stay there. I have enclose a picture of the towel that my friend stepped his toe on which is fractured and swollen due to tripping and going to the pool. I have also included a photo of myself sitting in the cafeteria area where they do the buffet there was pepper dropped on the floor. It took a whole 45 minutes for it to be swept up. It just goes to show you the customer service there the whole time that I stayed there not one person waited on me and asked me if I wanted a drink or anything, but I watched numerous people around me get waited on hand and foot in order for me to obtain a drink I had to sit at the bar or stalk the bar the whole time I was there

Best vacation ever in Zel punta Cana , the best team and service . Raphael our concierge was absolutely attentive also frank he brought us champagne. Tatiana at the bar , great bartender , Pedro super bartender, victor at the night club he was very attentive - Edwing the house keeping guy he did a great job , he must to switch his Job cause he is a very professional person .. we will back

We had a GREAT experience! The staff from the welcome to the departure was kind, friendly, very accommodating…they made you feel like family! We only saw our personal concierge, Frank, twice however he was SUPER helpful in booking our dinner reservations, coordinating luggage pick up and transportation. The food was good, our favorite was the Neguri Beach Club, Dominican Night at the buffet and Tacorini. We splurged one day and ordered lobster to eat on the beach…AWESOME! The accommodations were clean and modern. The entire property is clean and there is always someone nearby to help…a few times they anticipated what we needed before we asked. I have read the reviews of rude staff and to be honest, I am perplexed. We would HIGHLY recommend this resort and look forward to visiting again!

First and foremost, it is important to note that Zel Punta Cana is not located directly on the beach. While there is beach access via a short walk or shuttle, those looking for a true beachfront resort experience should be aware of this before booking. What truly sets this resort apart is its people. Every single employee we encountered was genuinely friendly, welcoming, and eager to help. Not once did we feel like we were imposing or inconveniencing anyone. The staff consistently delivered exceptional service and were undoubtedly one of the highlights of our stay. The resort itself is fairly new and offers a very peaceful, relaxing atmosphere. If you’re looking for a quiet, serene getaway focused on wellness and relaxation, this resort is an excellent choice. However, if you’re part of a younger crowd seeking a lively party pool scene, constant entertainment, and a high-energy atmosphere, this probably isn’t the resort for you. Zel is intentionally quieter and more laid-back. The accommodations are impressive. All rooms are spacious suites that are modern, comfortable, and thoughtfully designed. We also never had any difficulty finding pool chairs, which was refreshing compared to many Caribbean resorts where reserving loungers can become a daily competition. The fitness and wellness facilities are among the resort’s strongest features. The tennis courts are excellent, and there are numerous fitness and wellness activities offered throughout the property. The spa was pleasant, although not particularly memorable or exceptional compared to other resorts in this category. One area that deserves more attention is the maintenance of the outdoor grounds, particularly the palm trees around the pool areas. During our stay, we observed several palm trees with large dead fronds and hanging branches that appeared overdue for trimming. Beyond aesthetics, this presents a legitimate safety concern, as falling branches could potentially cause serious injury to guests. Given the otherwise high standards of the property, this is an area that management should address proactively. Unfortunately, the biggest opportunity for improvement is the food and beverage program. While the food quality was acceptable, the overall selection was limited and lacked variety throughout our stay. The buffet, when open, is relatively small, and menu options quickly become repetitive. Room service was particularly disappointing. The menu is very limited and lacks many of the simple comfort foods that guests often look for while on vacation. Adding items such as pizza, hamburgers, hot dogs, grilled cheese sandwiches, additional salad options, and other casual fare would significantly improve the guest experience. Even more surprising was the absence of a breakfast room service option, which feels like a significant oversight for a resort of this caliber. Similarly, the lunch offerings around the pool were limited and repetitive. The resort has tremendous potential, but the dining experience would benefit greatly from expanded menus and more variety throughout the day. During our stay, we also visited the neighboring Paradisus resort, which offers a completely different experience. Paradisus is a much larger property with separate family, adults-only, and more social or party-oriented sections. It features a larger buffet, more dining variety, and direct beach access. Guests seeking a larger, busier resort experience may find Paradisus more aligned with their preferences. Overall, Zel Punta Cana is a beautiful, tranquil resort with exceptional staff, spacious accommodations, excellent fitness facilities, and a relaxing atmosphere. If your goal is to unwind and enjoy a quieter vacation experience, it is certainly worth considering. However, the food offerings, room service program, dining variety, and outdoor maintenance require attention if the resort hopes to deliver an experience that fully matches the quality of its facilities and service.

The hotel is super beautiful and esthetic. Liked the boho style interior of the rooms and the place overall. The pool is great, the fact that the beach is 5 min ride from hotel didn't bother us at all. The grill and Asian restaurants are really good. The bartenders were nice to us, but not all staff were great. 6 The biggest negative side is the staff, some of the waiters forgot about our orders, but especially the gentleman called Shocruti/Chocruti in Tacorini restaurant. First of all he was rude to all guests: On the dinner he brought the wrong food, that was for a different table and tried to convince us that it was our order. Then the next day on the lunch the same gentleman brought the main course, but when I asked him where is my starter, he told me not politely that it's not available. I was trying to choose another option and was rushed to choose smth quick, however, that was not my mistake that some item was not available and I was not informed about it. When i tried to get second dish from main course i was again rejected in a rude way. Then we saw that the other guests were treated in the same way. The food in buffet is ok, but sometimes I feel like they need more options. The rest was fine, but overall experience was wasted because of the service. Bartenders, except the beach club were great.