Zel Punta Cana

Amazing resort with fantastic rooms. Limited information in regards to on site facilities and directions. Had to complain on 3rd day as housekeeping hadn't been for 2 days and was told they come between 9 - 6. I explained that you expect clean towels way before then if you have been on the beach all day. Restaurant staff fabulous. Never enough staff behind the bar to keep up with demand but they tried their best so we topped them and restaurant staff. Buffet food often luke warm with Limited vegetarian options. Resort immaculately kept overall and very spread out so could find a quiet area around the pool.

This review is primarily about child safety, because what happened at this property was disturbing and unacceptable. On our first night, another guest aggressively yelled at our family in Volcan restaurant because our children cried during dinner and yelled at us to leave the restaurant. I immediately told management I would not tolerate anyone threatening my family or kids with us. The manager intervened and said the guests would be warned. On the very next night, I caught the same couple taking pictures of our 2-year-old daughter. I immediately confronted the woman and demanded that the hostess at Volcan call the manager and security. The hostess initially responded with “no comprende,” but when I said “call the police,” she suddenly spoke English fluently. I was forced to confront the woman and her husband myself and demanded to see her phone. Her photo album — and later her deleted photo album — contained multiple clear, zoomed-in photos of my 2-year-old child. I demanded the photos be deleted and made sure I delete them from her device. Despite this, the manager never called security, never contacted police, and never wrote an incident report. While I was explaining that a stranger had photographed my child, the manager looked at me with visible disdain, as if I were the problem for objecting a stranger photographs my child. He then walked away from me twice and dismissed the incident, stating, “they’re a paying customer” — a direct quote from the night supervisor. A hotel allowing a guest to photograph a toddler — and then refusing to involve security or document the incident — is a complete failure of duty of care. Management’s inaction effectively protected the offending guest rather than the child. We felt unsafe and completely unsupported. Unfortunately, this was not an isolated issue. The same lack of concern for child safety appeared elsewhere during our stay. We waited well over 45 minutes in extreme heat for the beach shuttle while holding our toddler. We repeatedly asked bar staff and a nearby security guard to call for the shuttle and were told “5 minutes” multiple times. It wasn’t until I raised my voice out of fear that my daughter was overheating that anyone finally took action and finally called the shuttle. Beyond safety concerns, the hotel is also extremely poorly run: * 1.5+ hours for an undercooked food at the beach bar and good luck if your drink order even comes with staff just hanging with each other instead of actually working. * 90% of staff is abysmally rude, & dismissive acting with arrogance as if it is an inconvenience for them to be at work * Food that was consistently subpar at buffet * Nokyo restaurant we had a dinner reservation at 8:30, food came out at 10pm and then they ran out of dessert. * Good luck with house keeping, if you’re lucky you’ll get a 1 clean towel, otherwise just keep your re-use the same dirty towels all week or simply you’ll have no towels whatsoever. * Hand soap, body wash and shampoo literally all watered down * At checkout waited nearly a full hour for someone to come get our bags, got tired of waiting and ended up taking all our luggage down 3 flights of stairs since this hotel doesn’t even have elevators. * Staff the will openly mock and talk about you while standing there thinking you do not understand Spanish and get defensive when you tell them it’s unprofessional to talk about guests in such manner. Avoid Zel at all cost, especially If you are traveling with children. Child safety is not taken seriously here, and management failed repeatedly when it mattered most.

The service was great that Romina provided us. The master suite was awesome very clean. The hotel is very nice and quiet and chill. You can shuttle to the beach which is a 2 min drive. You can also access another resort Meliá which is beautiful and has a store. All employees were very nice and helpful However, we never received our room service when we ordered used it 2x and it didn’t work.

Hotel and grounds are beautiful. Very relaxing vacation. Only downfall is the food in the buffet was warm to cold never hot unless you had it cooked in front of you.

Very beautiful and maintain resort Friendly staff My c/in by Alejandra was great 👍 very professional and very nice person Amazing and fanatics beach Beach 🏖️ bar was great everything on the grill Good cold beer 🍻 and many different drinks 🍹 Buffet in main building should have little more different food station, and smoothies Pools very clean and nice Bar by the pool great food and service Rooms are amazing very big Overall amazing stay