Zel Punta Cana

This place is fabulous. Staff are exceptional. Facilities are great. Good and drinks are lovely. Very very clean. All staff are so friendly and cannot do enough to help you enjoy your stay. The free access to the Fun Republic entertainment centre on an evening - absolutely brilliant for the kids all inclusive food drinks, mini golf and much more and staff happy to transfer you in golf carts - just amazing! We have loved every second here. Short term all to the beach although you can get a golf carts doorstep to doorstep! Just perfect.

Overall ok not the best for family’s. Food choices and process to get food like reservations for restaurants) was less than desirable. Language barriers half of the time. Staff was friendly and worked hard.

Some of the stuff was helpful and friendly specially at check in, however we did not received enough information about activities. Stuff at parda restaurant and pizzeria area were great. We were expecting more interaction and activities for family. Love the quaintness in the rooms area.

This is an odd resort because the rooms are really nice and quite large, the hotel grounds are really well taken care of but the consistency of the food and service is where this hotel needs to improve. We had a horrendous check in experience. My sister's room was wrong, they placed my senior mother on the 3rd floor (there are no elevators) and it generally took way too long. After a long day of travel-we really needed to eat and get some water in us. Our concierge, Juan was average at best. We have stayed at Hotel Mousai and Secrets with assigned concierges and they were phenomenal. Juan never really delivered and we ended up just avoiding him towards the end of the trip. There was no pool service-so if you wanted a drink or food-you had to go to the swim up bar that was not acutally manned or you had to go to Tacorini for drinks or food. No one was even walking around with waters. That is a big issue and even in the slow season, staff should be serving food and drinks at the pool. The food is average with a few things that were great but generally, this isn't a 5-star hotel in terms of food. You won't starve but you won't really rave about the food. We didn't really mind that it wasn't on the beach. The golf carts take you to the beach quite easily. But my biggest gripe is if you are in the pool and want to head to the beach, you have to get dried off and such and walk through the buffet restaurant and through the lobby area. It might make sense for there to be a path from the pool area, direct to the beach. The beach is nice and the beach bar is also nice but the food is eh. There are only about 5 or 6 umbrellas which doesn't make sense. Also people from other resorts are using the loungers and umbrellas-so you end up with no space because there are no real beach attendants. Overall, I didn't have a bad time but didn't have the best time either. This resort has a lot of potential and if they put some work into it, it would be infinitely better.

I am writing this honest and direct review to help future travelers manage their expectations before booking a stay here. The resort's physical infrastructure, design, and facilities are genuinely top-notch (easily a 9/10). However, the overall experience is severely overshadowed by the level of customer service, which was deeply disappointing (1/10). A great hotel should make guests feel welcomed and relaxed, but unfortunately, this was not the case. The environment feels uncomfortable to the point where even ordering a drink at the bar feels unwelcoming. While we fully understand the local tipping culture and were prepared for it, many staff members seemed indifferent and lacked basic hospitality regardless. To be fair, not every employee was like this—there were a few exceptions who provided good service. However, overall, roughly 80% of our interactions with staff from check-in to the restaurants were unfriendly and unhelpful. While the property itself is beautiful, hospitality is about how guests are treated. Sadly, the poor service ends up ruining what could otherwise be a great stay.