Zoëtry Casa del Mar Los Cabos — Hotel in Baja California Sur

I arrived at Zoetry Saturday June 11th. It’s an absolutely beautiful place that could easily be a 5 star experience with a few changes.

We booked an oceanfront room. After we checked in and were shown to our room we realized the sink was dirty and there were multiple drain flies in the room. I found a woman in the breezeway that was cleaning another room and she came to clean the sink. After she left, we went outside to check out the patio only to realize that the patio door was broken and their was a huge opening on the side of the door , in addition to that the door could be opened from the outside, which wouldn’t be a big deal if we weren’t on the ground level.

I picked up the phone to call the front desk about the door and a lizard crawled from under the phone onto the floor and hid behind the night stand. It’s the desert so we understood about the lizard. The door was the issue because thats probably how it got in.

The front desk said they would send someone to get the lizard and fix the door. About 15 minutes passes and no one has come down. I had to go to the front desk 3 times before they sent someone. They removed the lizard, but were not able to fix the door. I requested a new room, at which time Armando at the front desk told me that wasn’t possible, even after I expressed we felt uncomfortable and unsafe with a patio door that doesn’t lock. I went back and forth with him for entirely too long until he suddenly had a room available for me. He said he would send someone to get our things. This process took over 2 hours. ( a horrible way to start a vacation).

A person walked me to the new room so I could see it and expresses that it was an ocean view room and not an ocean front. I go back to the desk and ask for a partial refund on the rate since the room class is different and Armando and his manager Eduardo tell me that it’s the same type of room, even when their website depicts both rooms differently. I go back to the original room to gather my items and then return to the front desk after an additional 20 minutes to see what’s taking so long with the new room.

When I get to the desk Armando tells me that I have to fill out an incident report releasing them from liability before they can swap our room and tells me that is the policy. When I inquire about what incident occurred other than me requesting a new room, he then goes to the back and speaks to the manager in Spanish and then comes back and tells me that the form is no longer needed and that he can give me my room keys. When I ask him why he gave me the form the begin with, he tells me that I don’t need to live in the past (ridiculous).

When we get to the new room, the toilet doesn’t flush and the sinks aren’t draining properly. The maintenance guy comes to fix the toilet, but the sinks remained an issue for the duration of the trip. We endured it because we didn’t want to deal with Armando or Eduardo again.

The customer service we received the first day was absolutely horrendous. Both Armando and Eduardo were extremely difficult to deal with.

Our trip improved drastically over the remainder of the trip. They have two restaurants on site and they change the menu every two days. The breakfast is really good and they have many options. The poolside lunch is also really good. Dinner was hit and miss a few nights and improvements can be made for their dinner selections.

The grounds were beautiful and well kept. There are multiple pools and it’s a very quiet resort. If you are looking for a relaxing place to stay and not a lot of noise or children this is the perfect place.

Though customer service was bad the first day, Javier, which worked the front desk in the evening was great! Jimena at the excursion desk was also great! Room service is efficient. The spa was lovely.The mini bar was stocked often. The other staff at the resort were also very nice and accommodating. The bedding was comfortable and of quality. Turn down service was also wonderful.

The good days at this resort, exceeded the bad experience on...

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.

SIDE NOTE: We noticed poor reviews are QUICKLY covered up with a good review and that could explain why the 4.8 rating on another site. Also, we were never contacted or followed up with after they claimed they would in their reply. The reviews are suspect for...

Short review: Phenomenal resort. Quiet, peaceful, gorgeous surroundings. Staff is incredible! Food is a big step above other places. Perfect place to unwind.

We loved our weeklong stay at Zoetry. From start to finish, it was an exceptional experience. It felt like a big step up from other all-inclusive resorts we have been to.

Let me start with check-in. A warm welcome from Jesus and the rest of the bellman’s team with cold towels and sparkling wine, we already felt relaxed as we were ushered in for a short wait. At the front desk, Nelly helped us upgrade our room and was so patient and kind. This was just the beginning of the 5-star service we would receive!

Our room was beautiful - we were not in the main building but enjoyed having a pool in front of our room that we could walk right out to. It felt like a private oasis. They will bring the golf cart to pick you up but it’s not a far walk to the main lobby area or Saltwater restaurant.

The food was INCREDIBLE. Breakfast at Arroyo was truly gourmet (loved the green omelette and fruit plates, plus so many choices for fresh juice blends). Arroyo for dinner was delicious but our favorite was Saltwater. Sushi and salads at lunch; rack of lamb and bouillabaisse at dinner. Brazilian steakhouse night was a standout event. For all meals, our server was Marcelo. If management is reading this, please know that Marcelo is the best server we have ever had in years of travel. He was kind, friendly, and went above and beyond to make our dinners special and enjoyable. Marcelo - thank you! Also, a thank you to Xiomara & Javier (food & beverage managers I think). They came around to talk with us about the food, what we liked, what could be improved, and more. They really care about the quality and have a passion for the restaurants here. Xiomara remembered and noted my husband’s peanut allergy multiple times and made us feel really cared for. Thank you!

Entertainment team has some great activities. Jaime was always making sure we knew what was going on each day and he was so much fun to hang out with by the pool - we loved Spanish class! He also had the telescope out at night and helped us view the moon. He’s a star himself, making friends with all the guests and making sure everyone is having a great day. Andrei was wonderful too! We enjoyed the mini-spa activities by the pool like skincare with Loanis and reflexology with Omar. The resort definitely has a focus on wellness and relaxation.

Juan at the pool bar took great care of us and makes a very good mezcalita. My day would not be complete without all the lovely drinks from Coco Cafe. Irma is a master barista - she made me one of the best iced London Fog ever. I loved getting to see Irma each day for my snacks and treats and drinks. (The coconut and strawberry ice creams are amazing.)

Another fun activity was wine & cheese night at Maguey Bar and wine tasting with Alberto. Alberto, the sommelier, was a great personality. We also did tequila tasting with him and Jaime - so much fun! Alberto is very knowledgeable about wines and spirits in Mexico.

Room service was great - I love that you can get a big plate of fresh fruit whenever you want. Pedro brought us room service for breakfast and lunch and made sure we had everything we needed.

I visited the spa once and had a massage with Liliana - she had strong, healing hands! The spa itself could be bigger, I would love a full hydrotherapy circuit. But the area with sauna and steam was very nice and relaxing. I don’t remember her name, but after my massage, the sweetest lady made me hot tea and offered me some small snacks. It’s a very cozy place to rest after a spa service.

All in all, I recommend this resort with my whole heart. If you like peaceful (no music at the pool), wellness (daily yoga and fresh juices), and romance (gorgeous dinners at Saltwater), this resort is for you. We talked to many couples celebrating anniversaries who said it was the best place they had ever been...