My husband and I stayed at this resort for a week and enjoyed the location and size of the resort but the poor operational management and lack of attention to detail greatly lowers the rating of this resort. Upon arrival at Zoetry we were told that the resort of 51 rooms was at full capacity and we would have to wait for our room to be ready. This was not a problem until we were taken to our room. Once we were taken to our room (stay away from room #58!) back in a one-off area behind the coffee shop and game room, the woman opened our room with a metal key (also was very telling because all of the other rooms visually utilized a key card). Once the room was opened the woman could not remove the key and had to go get housekeeping. We tried to remain optimistic and looked around the bare-bones room that clearly wasn't utilized often. Once the key was removed the woman left and we started to settle in. Along the way we found that we hadn't received our complimentary bottle of rum, the mini fridge didn't work, there was no iron/ironing board, the toilet seat was broken and kept falling off to the point where we just set the seat on the floor, the AC didn't work appropriately, there was no clock with iPod docking station, no safe, no bottle opener to open our warm drinks, no coffee pot, we couldn't utilize the fitness center because a key card was needed to access the building and we had a metal key, and the bed consisted of a queen sized mattress on a basic metal frame instead of a king size bed. As you can imagine we did not determine all of these items were missing or broken at once so after multiple calls to the front desk, the manager finally came to our room to apologize and address the issues. To management's defense they did offer to fix all of the items mentioned but I just don't understand how all of this happens at a 5 star resort within the first few hours. As a result we asked for a different room for the next day understanding that the resort was at full capacity. After transferring to a new room the second day we were very happy with the physical appearance and the advertised amenities available in the room, but again, noticed that the attention to detail for a 5 star resort was missing. In this room we were missing all towels and pillow cases, there was no room service menu available, there were limited toiletries, the mini fridge was empty and there were no snacks. This lack of detail continued for much of the week ,continuously having to request basic amenities, services and hot water. The size of the resort was great, the restaurant and bar staff were very nice, but unfortunately that doesn't make up for the poor operations of the resort. I would NOT visit again.
- Official Description (provided by the hotel):
- Limited to just 53 exclusive suites, their hardwood floors, cane-thatched roofs and natural stone accents harmonize with the lush, secluded oceanfront setting. Although a mere 24 miles from the Punta Cana International Airport, the spirit here is far, far removed from the hectic tempo of everyday living. ... more less
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- Also Known As:
- Zoetry Agua Punta Cana Hotel Punta Cana
- Agua Hotel Punta Cana
- Agua Punta Cana