Zoetry Casa del Mar Los Cabos

Zoetry was a disappointment. We paid extra for a luxury one bedroom with ocean views and plunge pool on the balcony. The plunge pool was three-quarters empty, filthy, and did not work. Zoetry was unable to repair the plunge pool so they offered a much bigger suite on the first floor with a functioning plunge pool. In every regard this bigger unit was drastically inferior to our original room. It was on the first floor, it had views only of the building in front of it, it was dark, and the plunge pool had no privacy or security as it was in front of a small community pool and people could walk right up to the plunge pool and the windows with no separation. We declined this downgrade and were not offered any other options or price adjustments. There is an easy way to calculate the price adjustment we would have been entitled to for that category of room without a plunge pool, but Zoetry didn't feel we were entitled to it. Things got much worse when on the 4th night at Zoetry our 10 year old got violently ill. On day 5 and 6 we kept her in the room because she was too ill to go out and enjoy her vacation. On the 7th day she was even worse and in excruciating pain so we took her to the ER. She was later that day hospitalized, where all of us stayed for the next 3 days. We were due to check out from Zoetry on the 8th day but did not know how much longer our daughter would need to be hospitalized, so I requested Zoetry to extend our stay by another night. Mind you, while I'm requesting this, I'm in tears, distraught over the health and condition of our daughter who is still in the hospital. Everyone knew our daughter was in the hospital. Zoetry took the opportunity to respond to our request for an extra night by making a big show of doing us a favor by increasing the nightly rate from $1000 to only $1200 for the extra night. This for a room that was already overpriced at $1000 for not having a functioning plunge pool. This for a daily rate in an all inclusive resort where we had no meals or snacks or any use of the facilities because we were all in the hospital not knowing when we could leave. Seeing Zoetry's heartless avarice, and knowing that each day we ask to keep our room would be another day our tragedy was exploited, we checked out on the 9th day, even though our daughter was still hospitalized. We gave up our "home base" at Zoetry in Cabo and moved our luggage to the hospital, because Zoetry was shockingly cold, uncaring, and disinterested in what we were dealing with. And it got worse yet again. My daughter was diagnosed with a viral infection. The incubation period and given that my daughter hadn't been anywhere or had any food other than at Zoetry, there was nowhere else should could have become infected. When we told them of the diagnosis, they could not care less. They asked no questions, conducted no investigations to determine the root cause of the infection, where she could have picked it up, or whether others could be at risk. They did not care, only wanted our money while we stayed in the hospital. The hospital stay cost me another $7000 out of pocket, not counting how much they charged my health insurance. To say this trip was a disaster would be an understatement. I don't expect a hotel to be responsible for every illness contracted on their premises, but it's worth looking into to see if they played a role or could alert others or avert further infections. Zoetry did no such thing. They were unaccountable for selling a "luxury" one bedroom that lacked the luxury feature, and unaccountable for guests getting ill on their premises. They took advantage of our distraught state where we felt helpless, away from our home and support system. They showed no care or compassion. It would have made the world of difference if they had shown some care or compassion, but they were resolute in their commitment not to. As is customary, Hyatt requested feedback on our stay and I explained everything that had happened and conveyed our deep disappointment. That was months ago and nothing came of it. I don't know why a hotel would ask for guest feedback only to ignore it. I wrote a letter to Hyatt Customer Service, detailing the events above. They never responded either. That's three times Zoetry/Hyatt conveyed loud and clear that they don't care. The property is nice and some individual personnel are quite lovely and deserve praise, hence the 2 stars.

We stayed at the Zoetry resort very nice place .

The restaurant Arroyo staff was the best. Top notch and made us feel at home. Mari was the best and always knew to expect us and knew what we needed. Thank you Mari, Jessi, Alvaro for a great time, we will be back soon.

Restaurant arroyo breakfast was amazing. Special thank you to Mari who was the best! Also to Alvaro and Jessi. Thank you for making our vacation fantastic

Really enjoyed our time at Zoetry. The s7n and beach relaxation was made better by Gidel, who took care of my wife and I, keeping us refreshed often!! Thank you Fidel!! Best of luck to you with your studies at university!!