6/10 Okay
Fernando, miami
Travelled with family
23 Apr 2025
Liked: Cleanliness, property conditions & facilities
My family has been coming to this hotel for around 17 years when it was The Reserve.We were aware they remodeled and were excited to experience the hotel again. Except we were very disappointed. A few things below…
-Concept - Seems like the hotel has a more “relaxed” concept except the execution of it seems more “cheap and unsophisticated” than “relaxed”.
-Check-In - Given the concept, as soon as you arrive, you do self check-in via a QR code. This was the first impression and was not smooth at all. -Music - Back to the concept. The music is REALLY loud across the resort where you can’t even concentrate and read or do anything. I think they can play the same music just a tad bit lower.
-Food - Quality of food has declined significantly. -Service - Quality of service has also significantly declined. You have to ask for things several times, half the time they forget or bring you wrong things and zero attention to detail. Angela and Chef Rodrigo are EXCELLENT
-Staff - Some of the staff is really nice but some are rude and talk bad about customers to each other in spanish. Also, not professional and say bad words etc…
-Rooms - The rooms are really nice and big. We had two connecting rooms for a family of 4. We did have to call maintenance twice, once for the air not working and the second time for the toilet.
-Beach - The beach use to be at Paradisus which was fine but now it’s on the other side of the beach
It is a shame that this has changed so we will not come back to Zel.
Fernando
Stayed 5 nights in Apr 2025