Zoetry Casa del Mar Los Cabos

Disappointed and Surprised by Zoetry – Not the Luxury Experience We Expected We’ve been visiting Los Cabos for over 25 years and have stayed at many wonderful resorts. Based on the glowing 4.8-star rating for Zoetry on TripAdvisor, we booked a last-minute getaway to celebrate my birthday. Unfortunately, it turned out to be a costly mistake. We’ve never left a negative review of a Cabo resort before — we understand no place is perfect and we’re generally easygoing travelers who tip generously at all-inclusives and treat staff with respect and kindness. But this experience was truly disappointing on multiple levels. The Food The biggest letdown was the food. Meals consistently arrived cold and poorly prepared. We left more plates untouched than we ever have on a vacation — and we’re not picky eaters. Toast was only cooked on one side, margarine was served instead of butter, dishes were frequently under- or overcooked, and soups came out lukewarm no matter how many times we asked for them hot. It felt like there were no skilled cooks in the kitchen — just prep staff improvising. My final dinner was yet another cold, inedible tortilla soup, and I left pretty upset on my last night. The Service While the concierge and bell staff were warm and welcoming upon arrival, that was where the good service ended. In the restaurants, we often felt like a burden rather than valued guests. Small, reasonable requests were met with hesitation or outright refusals — no strawberries because they were “for garnishes,” no plain yogurt despite it being available. We received incorrect orders almost daily. Trying to purchase a bottle of wine one night, we were told two selections were unavailable, then pressured into buying a Mexican wine double the price — which turned out to be undrinkable. Plates and condiment trays were chipped, creamers were being reused between tables, and servers repurposed silverware and napkins from other tables. Service was sloppy and disorganized, with cream arriving long after the coffee, and no apparent supervision in the restaurants or pool area. Many staff members seemed disengaged, often on their phones, rarely offering greetings. It didn’t feel like the Zoetry service standard at all. Noise & Maintenance Issues Renovations were underway during our stay, with loud jackhammering by the pool and a strong chemical smell coming from the room below ours. One day the odor was so intense we had to leave our room — we later learned our neighbors complained too. Housekeeping did a solid job inside the room, but the patio was neglected. I ended up cleaning the outdoor furniture with bathroom washcloths after rain left it dirty and stained. Communication Breakdown Another frustration was the lack of responsiveness. Multiple times, no one answered when we called the concierge, housekeeping, or room service. Messages weren’t returned. The in-room TV app also didn’t function for many services, meaning we had to walk down to the lobby for basic requests. On our last day, the concierge emailed asking for feedback. I responded honestly and welcomed a follow-up but never heard back — not even a courtesy reply. It felt like they didn’t want to hear it. When we checked out, the woman at the desk was noticeably cool and didn’t ask how our stay was. It was an awkward and disheartening end to an already disappointing trip. Final Thoughts I’m writing this here not to be vindictive, but in hopes that someone in Hyatt leadership sees it — or better yet, sends a mystery shopper to experience what we did. Zoetry markets itself as a luxury, five-star experience, but during our stay, it fell far short in food, service, and hospitality. We left feeling let down — and that’s something we’ve never said about a trip to Cabo before.

Erik was super friendly, very attentive and such a pleasure. We got a cabana on our last day here and requested him because we were so pleased with his service. Ten stars!!!

erik was my favorite !! the best service and so nice, we requested him for our cabana we rented and i suggest you do the same!

Our Stay at Zoetry was amazing. The food was amazing and vibe on par. Their staff was also super kind. Erik made sure we were set everyday pool side. He truly made our experience. Would absolutely come back again!

Absolutely, without a doubt, the most amazing trip we have ever taken! The Zoëtry staff was like no other experience. They recalled our names and our faces, greeted and interacted with us. We had the most fun while we were there! Actually told several of them goodbye on our last night there. It was like leaving family behind. Jaime, Nelly, Andrew were the activity crew and so much fun! Alan was a super server and the gentlemen who took care of us around the pool were on top of things. Go!! Just do it! You won’t regret it. The food was fantastic!