“Nous avions choisi cet hôtel avec beaucoup d’attentes, au regard des avis positifs, de son classement 5 étoiles ainsi que de son appartenance au groupe Meliá.
Malheureusement, l’expérience n’a pas été à la hauteur, ce qui est d’autant plus regrettable au vu du prix de notre séjour (4 000 €) et de notre habitude à fréquenter des établissements de standing.
Dès notre arrivée, l’accueil a manqué de clarté : aucune présentation complète de l’hôtel ne nous a été faite, et nous n’avons même pas reçu de documentation expliquant les services et installations, visiblement oubliée. Cela a laissé une première impression assez décevante.
Nous avons également ressenti, mon conjoint et moi, un réel manque de considération de la part de certains membres du personnel. À plusieurs reprises, nous avons eu le sentiment d’être ignorés, ce qui a affecté la qualité globale de notre séjour.
Concernant la chambre, nous avions réservé un lit king size, mais avons été installés dans une chambre avec deux lits simples. Ce type d’erreur est difficile à comprendre dans un établissement de cette catégorie, d’autant plus que l’hôtel ne semblait pas complet.
Après avoir exprimé notre déception, Lisa, accompagnée du manager, nous a proposé un surclassement en Master Suite avec un lit double. Ce geste a été apprécié et a permis d’améliorer en partie notre séjour.
Le nettoyage des chambres n’était également pas à la hauteur des standards attendus dans un hôtel 5 étoiles. Le ménage nous a semblé peu soigné à plusieurs reprises. De plus, des employés sont entrés dans notre chambre sans frapper ni raison apparente, ce qui a été particulièrement dérangeant et inapproprié.
Autre point négatif : la piscine a abîmé le short de bain de mon conjoint en le faisant déteindre, ce qui nous a contraints à en racheter un dans une boutique du complexe. Une personne de l’hôtel nous y a directement accompagnés (sans nous laissé le choix de la boutique, soit disant un bon plan) ; néanmoins, 40 € pour un short reste un coût élevé. À la fin du séjour mon maillot de bain a également déteint : le blanc est devenu vert, comme le short de mon conjoint.
Nous tenons toutefois à souligner le professionnalisme et la gentillesse de Lisa et de sa collègue Carli, qui ont été particulièrement attentives tout au long du séjour. Elles étaient toujours joignables et disponibles lorsque nous avions besoin d’aide ou d’informations, ce qui nous a sincèrement aidés à passer un meilleur séjour. Heureusement qu’elles étaient là.
Malgré cela, certaines expériences sont restées décevantes, notamment au restaurant buffet, où nous avons régulièrement dû solliciter le personnel pour obtenir simplement de l’eau. Le service manquait d’initiative et donnait parfois l’impression de déranger. Il serait également plus pratique que l’eau et le café soient en libre accès.
Nous avons également trouvé le buffet assez répétitif au niveau des plats proposés. Les restaurants n’était pas assez qualitatif.
Nous sommes arrivés un samedi, et le soir même nous nous sommes rendus au buffet sans avoir été informés qu’il n’y avait pas de buffet le samedi soir ni le dimanche soir, mais uniquement un stand de pizzas. Cette absence d’information a été frustrante, surtout après un long trajet et compte tenu du standing attendu de l’établissement.
Au restaurant Volcan, nous avons aussi constaté que d’autres clients, arrivés après nous, ont été servis avant nous. Nous avons dû attendre près de 20 minutes avant qu’on vienne nous proposer une boisson.
Nous avons également été surpris par les tarifs du spa et des soins/massages proposés, que nous avons jugés excessivement élevés, en décalage avec la valeur perçue globale de l’établissement.
L’hôtel en lui-même est pourtant très beau et offre un cadre calme et agréable. Néanmoins, l’expérience client ne correspond pas aux standards attendus pour ce type d’établissement.
En résumé, un lieu prometteur, mais une qualité de service qui reste à améliorer pour être en adéquation avec son positionnement.
(Translated by Google)
We chose this hotel with high expectations, given the positive reviews, its 5-star rating, and its affiliation with the Meliá group.
Unfortunately, the experience fell short, which is all the more regrettable considering the price of our stay (€4,000) and our habit of staying in upscale establishments.
From the moment we arrived, the welcome was unclear: we received no comprehensive presentation of the hotel, and we weren't even given any information explaining the services and facilities—it had clearly been forgotten. This left a rather disappointing first impression.
My partner and I also felt a real lack of consideration from some members of the staff. On several occasions, we felt ignored, which affected the overall quality of our stay.
Regarding the room, we had booked a king-size bed but were given a room with two single beds. This type of error is difficult to understand in an establishment of this category, especially since the hotel didn't seem to be full.
After expressing our disappointment, Lisa, accompanied by the manager, offered us an upgrade to a Master Suite with a double bed. This gesture was appreciated and somewhat improved our stay.
The room cleaning also fell short of the standards expected in a 5-star hotel. The housekeeping seemed sloppy on several occasions. Furthermore, employees entered our room without knocking or any apparent reason, which was particularly disruptive and inappropriate.
Another negative point: the pool damaged my partner's swim trunks, causing color transfer, which forced us to buy a new pair in a shop within the complex. A hotel employee accompanied us there directly (without giving us a choice of shops, supposedly a good deal); nevertheless, €40 for a pair of trunks is still a high price. At the end of our stay, my swimsuit also bled: the white turned green, as did my partner's shorts.
However, we would like to highlight the professionalism and kindness of Lisa and her colleague Carli, who were particularly attentive throughout our stay. They were always reachable and available whenever we needed help or information, which genuinely helped us have a better stay. We were so glad they were there.
Despite this, some experiences were disappointing, particularly at the buffet restaurant, where we regularly had to ask the staff for even water. The service lacked initiative and sometimes felt like a nuisance. It would also be more convenient if water and coffee were self-service.
We also found the buffet rather repetitive in terms of the dishes offered. The restaurants were not of high enough quality.
We arrived on a Saturday, and that same evening we went to the buffet without having been informed that there was no buffet on Saturday or Sunday evenings, only a pizza stand. This lack of information was frustrating, especially after a long journey and considering the expected standard of the establishment.
At the Volcan restaurant, we also noticed that other guests who arrived after us were served before us. We had to wait almost 20 minutes before being offered a drink.
We were also surprised by the prices of the spa and the treatments/massages offered, which we found excessively high, inconsistent with the overall perceived value of the establishment.
The hotel itself is very beautiful and offers a calm and pleasant setting. However, the guest experience does not meet the expected standards for this type of establishment.
In short, a promising location, but the quality of service needs improvement to be in line with its positioning.”
Michal B.2/5/2569
5/5
“Spectacular place in the Melia complex that leads to a beautiful Bavaro beach. The place is well looked after, has friendly staff, awesome food and drink options, beautiful pools, and accommodation with all suites and balconies with double tubs classify this place as sophisticated for the ultimate relax. It is not directly on the beach but that is only few minute walk or golf cart ride. Pictures prove the awesomeness of this place.”
Marina Rosas2/5/2569
5/5
“Immediately upon arrival at the resort, we were welcomed into a warm and inviting atmosphere. From the moment we stepped in, the process was seamless—baggage drop-off was well organized, security was efficient, and clear directions were provided by reception.
The resort grounds were truly incredible. The pools were beautifully designed, with a winding layout that added both charm and a sense of exploration, all impeccably maintained. The lush vegetation enhanced the scenery, creating a vibrant yet peaceful setting.
The overall layout of the resort gave it a cozy, intimate feel, while still feeling spacious. It offered a tranquil ambiance throughout—perfect for relaxing and fully unwinding. We were truly impressed as this was our first impression.”
Sophia Isip2/5/2569
4/5
“We love the Zel brand, having been to the Mallorca one a few years ago. This resort was great value for money, but there were definitely a few things worth noting!
There was a noticeable language barrier with some staff if you don't speak Spanish, and depending on who you asked, you’d get completely different service. A few of the staff came across nonchalant/unhelpful at times, and simple requests felt like you were inconveniencing them. Room service was also inconsistent, with a few occasions where we were told something had been done when it hadn’t.
The beach itself is lovely but service can be slow. On one day, we waited around 20 minutes just to get some water but on another day we had brilliant service. Same could be said for the hotel buffet though, on one occassion we went through breakfast not being offered any drinks at all. The coffee area also wasn’t always staffed, and when it was, the service and coffee was hit and miss. Their Mallorca hotel had a much better selection of drinks too!
One thing that stood out positively was the wellness and fitness side of the hotel. The classes were brilliant and probably one of the highlights of the trip for us. We did yoga, aerial yoga, chakra sound healing, paddle yoga, pilates and the ice bath sessions with Sarka, who was amazing.
There's a large amount of sunbeds all throughout the hotel, you don't have to worry about waking up early and securing one. Same goes for the beach, where a buggy comes & goes very frequently.
There were also some great daytime activities included - we loved the tote bag painting, candle making, sangria class and embroidery canvas sessions.
The rooms themselves were nice and clean, and overall the resort is beautiful. The buffet also had a good healthy food selection, which we appreciated. That said, if you’re lactose intolerant or have dietary requirements, don’t expect things to be easy. Asking for non-dairy milk often felt like a hassle for staff, which isn’t ideal when you’re just trying to avoid getting ill on holiday.
We also discovered that not 'all' was really 'inclusive'. Bottles of wine (and wine in the restaurants?) and coconuts weren’t included. You would also expect the spa facilities to be included, as other guests we knew used them for free, however at the desk we were told it would cost $50 per person. Apparently some access depends on room type, like swim-up rooms? Quite odd using a tier-style access for standard resort facilities?
One final thing worth mentioning — there are many cats wandering around the resort, including dining areas. Some people may not mind this, but for allergies and hygiene reasons it wasn’t ideal for us.”
Lisa Eiserloh30/4/2569
5/5
“Wir haben 3,5 Wochen im Zel Punta Cana verbracht und uns vom ersten Tag an rundum wohlgefühlt.
Die Zimmer sind großzügig, stilvoll eingerichtet und die Betten sehr bequem. Der Roomservice war zuverlässig, und falls mal etwas gefehlt hat, wurde uns über die Rezeption immer schnell geholfen.
Die gesamte Anlage ist wunderschön grün, sehr gepflegt und weitläufig. Besonders die Poollandschaft ist toll angelegt, man findet jederzeit ruhige Ecken in denen man quasi alleine ist, das haben wir sehr genossen,
Das Essen war durchweg frisch, vielfältig und gesund. Auch nach 3,5 Wochen wurde es uns kulinarisch nicht langweilig 😉.
Auch die Restaurants haben uns überzeugt, wobei es im Nakorini durch die Showküche etwas lauter war – mit Baby manchmal etwas viel, aber das ist Geschmacksache. Die Drinks waren ebenfalls gut, sowohl der Aperol Spritz (und da bin ich kritisch 😉) als auch die anderen Drinks. Es gab auch super alkoholfreie Varianten, was uns sehr gefreut hat.
Der Strand ist wunderschön, auch wenn die Sonnenschirme etwas knapp sind und die Musik mittags beim Mittagessen etwas zu laut war. Man kann übrigens auch toll zum Strand spazieren durch die Meliá-Anlage falls man nicht den Shuttle nutzen möchte (der ist übrigens sehr regelmäßig gefahren, man muss kaum warten).
Für mich war das Yoga-Angebot bei Šárka noch ein echtes Highlight und wird mir fehlen. Sie hat das echt toll gemacht, obwohl das Level der Teilnehmer und die gesprochenen Sprachen sehr unterschiedlich waren! ☺️
Ein besonders großes Lob geht an das gesamte Team – alle waren unglaublich freundlich, aufmerksam und engagiert. Vielen Dank besonders an Mari, Estefanía, Viviana, Jonathan sowie an Hotelmanager Alexis und sein Team. Ihr habt unseren Aufenthalt besonders gemach!
Wir würden sofort wieder kommen ☺️”
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