Zel Punta Cana

Long read, but well worth it..... We have just returned from a 2-week relaxation and reinvigorating stay at the Zel. Upon arrival, check-in was rapid, the app was downloaded on our phone, and a porter escorted us to our suite. The ground floor condo in Villa #2 was simply exquisite. Felt like we were in our own condo; spacious, clean, exceptional amenities, open concept with sliding internal doors for privacy between bedroom, living room, and bathrooms. The private garden complete with cabana, lounge chairs, and Jacuzzi were splendid. Beautifully furnished rooms with pottery; plenty of colourful pillows, live plants, and wall hangings. The beds were exceptionally comfortable with high thread count linens, duvets, fluffy pillows, and plenty of towels. There is ample space for clothes with open- shelf wardrobe shelving, in bedroom and in front closet. The motion detection and security in the suite is exceptional: always felt safe and secure. Special thanks to Maria, the gracious housekeeper who ensured our comfort and cleanliness. The kitchenette is such a great added feature: fully stocked mini fridge, coffee maker, electric teapot and sink with running water. The bathroom has a spacious walk-in shower; toilet is separated by glass door; double sinks were so convenient. Water temperature and pressure always on target; no plumbing problems whatsoever. The Parda dining area is a lovely, open concept area with ceiling fans to keep air movement circulating and cooling. The food buffet stations are separated and enclosed with sliding glass doors in order to maintain cleanliness and temperature control. There is always an excellent variety of food for every palate; breakfast is always my favourite with plenty of fresh fruit, yogurts, and cereal. There is a made-to-order grill for eggs, omelettes, etc. The salad bar has a good choice of ready-made salads, or make your own with fresh various types of leafy lettuce; only problem is, there are no signs on the salad dressings and if you ask, it's difficult to get an answer. Maybe label the dressings! There are plenty of cold seafood choices, including smoked salmon, mussels, clams, shrimp, and scallops. My preferred foods were the great variety of the charcuterie island. Delicious high-quality cured meats, cheeses, olives, pickled vegetables, and natural honey to sprinkle on the cheeses! The only problem we encountered is hot prepared food is not hot; it's room temperature or tepid. Could be the concept of serving the food in cast iron pots; not kept hot very long; the heat lamps simply dry out the food so we mostly dined on meat and/or fish, grilled to order. Riccardo, the food manager, is aware of the growing pains and will work with the team to improve the culinary delights and service. We found the staff to be most welcoming and accommodating. The grounds of Zel are comparable to a lush, serene and peaceful oasis of tranquility and peace. There are plenty of sunbeds, palapas, and loungers that it a pleasure no need to rise at 6:00 a.m. to put towels out on chairs - plenty of umbrellas, shaded area, and towels - no limit! Just want to share an experience I had in Punta Cana to ease and put to rest some of the negativity associated with medical issues. During our first week at the Zel, I came down with a harsh dry cough and encountered breathing problems. I knew it was something that would not go away on its only even with plenty of hydration and rest. I went to the lobby and asked to see a doctor; Luis, one of the staff members, personally accompanied my husband and I to the resort doctor's office located at the Paradisus Palma Real (main hotel in the resort complex). He remained with us until the doctor completed her examination and brought us back to the Zel. The resort doctor recommended a hospital visit for tests and ex-rays. Next day, we went to the hospital in Punta Cana; I cannot say enough about the doctors and nurses who provided excellent medical intervention during my 2-day recovery period. I had contacted pneumonia, most likely from the flight and journey down to the island. Once discharged and returned to the Zel, the staff was extremely accommodating and attentive. The food manager Riccardo, offered to prepare whatever food I fancied - that's customer service. Our housekeeper checked on me every morning, how thoughtful. With hot teas, ginger, and honey, plenty of rest and relaxation, I was able to truly enjoy the calm and tranquil environment of Zel! Hope to return next year! P.S. Never travel without medical insurance!

We have not gone yet but I have been trying to contact the hotel for a month now! Emails are left unanswered, the phone is picked up and hung up right away or I am put on hold with no one coming back to speak with me. I am not sure how this experience can be salvaged between that and all the negative food reviews. One thing when it comes to preferences and another when it’s food safety that is not followed…

What an amazing resort!!!!!! The staff is well beyond nice, everyone is so friendly and it felt like a big family!! Love Punta Cana forever

THE GREAT — amazing pool and the water massagers were sublime; excellent mixed drinks; friendly staff (thank you Michael for wrapping my broken suitcase and to the young man at the towel stand for finding my bracelet); lots of comfortable beds and access to shade at the pool; the grounds were immaculately maintained; very clean; room was lovely (love having a sitting room separate from bedroom); Volcan restaurant steak was terrific and loved the guitarist who played during dinner); fish (grouper, salmon, toro tuna) omelette station, plantain, cheese, and freshly squeezed juice were excellent; coffee was some of the best I have had; loved the song choices played; great vibes though a little too quiet for our liking. RECOMMENDATIONS FOR THE HOTEL — all the hot meals at the buffet were just lukewarm (please get some chaffing dishes); Iberian ham and other sliced meat must be kept cold (food safety issue); please label sauces and every item (not just some) so we know what they are; please have more staff members around the pool to bring drinks regularly; open the swim up bar so people do not have to holler up the steps; ensure consistent service for beverages (water/coffee) at the buffet (a few times we ate our full meal before anyone came over to ask if we wanted something to drink); THE FRUSTRATING — the mini fridge in the room really has to be filled every single day with water (we constantly had to ask for that to be done, at times having to call 3 times to get water); for activities (ceramics, tile painting) please get people to register and not just show up. We were turned away at the ceramics event even though we registered as there wasn’t enough room. At the tile painting I should not have had to ask 4 times for an easel (never did get one); Nokia teppanyaki was deafening (far too loud and unpleasant for other diners) and we waited 50 minutes to order food before we gave up and went to the buffet instead. NOT GREAT — room service order accuracy (never knew what you would actually receive); raw eggs and raw hamburger. THE UNACCEPTABLE — my friend had an allergic reaction and had to order more Benadryl. The hotel arranged it and she ordered a box of 35 pills. Guy from the pharmacy shows up with 12 pills not even in the box!!!!! Just a blister pack. He charges her the full price for 35 pills plus a delivery fee (which was not disclosed upon ordering). The hotel employee tried to help but my friend needed the medication so she just paid. She was completely scammed and it left such a bad feeling. No one likes to be taken advantage of, especially when the hotel arranged it. Overall, we had a great vacation, and there were many positives to report, but there were enough little frustrations that piled up that I have to rate the total experience just ok for the price we paid.

Lots of staff in this Clean resort with Happy music; Lobby helpful making Reservations for a la carte since we are not tech-savvy; Spanish not our first language but staff willing to help us out; Coffee bar in Lobby one of my favourite stops; especially liked live music in Voltage with Carla & ensemble & the bar staff awesome; we used the shuttle to the Beach area - very nice, food/drinks great & thank you for accommodation in shade; lots of room/seating around pool; no shop as per se so if u need meds come prepared; Florinda at poolside hut made awesome Mojitos; Hostess Eileen in Parda always smiling & staff working hard; loved swimming in my 'canal' - lots of stairs make easy access; think this is our best resort in 20 yrs of sun holidays because of the swim-up.