Zel Punta Cana

Excellent experience with all services great employees and high quality food, beverages and all other services like the yoga and the bingo

Room service was poor Food quality was moderate Hotel itself was very clean and our room was nice but the property was a lot smaller than it looked online AND it was NOT on the beach when it advertises it is. Room service was supposed to be 24/7 but it actually closed at 2am. Screwed up room service - we asked what they could do for us - they said nothing No cheese on our chicken quesadilla…. No salsa or mayo with food which it says on menu but we didn’t get it. We asked for a bag of rice when I dropped my phone in water - they said we can’t help you. I called several times to try and get a ride from the airport to the hotel - but no one answered or when they transferred me to another line, it kept ringing and no one answered so I had no choice but to book a ride through a private service paying much more when our ride was supposed to be free pick up from airport. This was very surprising because it was not even busy season yet and the reviews looked so much better. Expedia praised this property but lied about many things we didn’t know about until we arrived!

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!