Zoetry Curacao Resort & Spa

Subject: Urgent Complaint: Complete Service Failure at Zoëtry by Hyatt Curaçao Dear Zoëtry Management Team, I am writing to formally express my deep disappointment and frustration regarding my recent stay at your resort, which was meant to be a romantic and unforgettable birthday celebration for my partner. Instead, what unfolded was a series of unacceptable failures, broken promises, and a complete disregard for guest satisfaction—resulting in an experience that was nothing short of a nightmare. A Series of Disastrous Failures I had arranged a special birthday celebration for my partner, with every detail carefully planned in advance to ensure a memorable experience. Unfortunately, from the very beginning, the service and execution were appalling. 1. Birthday Cake Debacle I requested a birthday cake to be delivered to our room as a surprise. When it arrived, it came without plates, a knife, or utensils—leaving us to wonder if we were supposed to eat it with our hands. While a seemingly small oversight, it was the first sign of the complete lack of attention to detail that would define our stay. 2. Romantic Dinner Turned Disaster I specifically arranged a romantic beach dinner to make my partner’s birthday truly special. I worked closely with Lisette at the front desk, who assured me—after checking with her manager—that everything was confirmed. However, upon arrival, we were not taken to a private beach setup as promised. Instead, we were led to a random stoop behind Ocean Grill at Dreams, a completely different location than what was agreed upon. This was a clear bait-and-switch, and an outrageous misrepresentation of what was sold to us. To make matters worse: • The only light at our table went out, and instead of replacing it properly, we were given a strobe light, making us feel like prisoners under interrogation rather than guests enjoying a romantic evening. • The food was an absolute travesty. I had pre-arranged a lobster dinner for my partner and a vegetarian meal for myself. However, after two courses, the server casually asked if we wanted surf and turf or salmon—completely disregarding what was booked. • When I clarified our order, we were met with utter incompetence—the server admitted our food was actually on another beach! This level of disorganization is appalling. • When the food finally arrived, my partner’s lobster was drenched in chimichurri and salt, rendering it completely inedible. As for my vegetarian meal? A plain salad—an absolute joke compared to what was promised. • The ambiance was completely ruined by screaming children and random strangers walking around our table. What was supposed to be an intimate, romantic experience became a chaotic, impersonal disaster. My partner was in tears. This was his first birthday without his mother, and instead of creating a special moment for him, your resort turned it into a painful, disappointing experience. 3. Broken Promises & Empty Apologies Following this disaster, we immediately returned to the hotel to express our frustration. Jaqueline, the night manager, was apologetic and assured us that we would be compensated with a spa day—something we initially appreciated as an attempt to salvage the experience. She personally called the spa, confirmed the arrangement, and assured us they would call between 10-11 AM the next day to finalize the details. But once again, Zoëtry failed to follow through. • The spa never called. • When we followed up at the front desk, they claimed the spa was fully booked—despite the night manager’s promise and confirmation. • Instead, we were offered a refund, which completely missed the point. No amount of money can undo the fact that your resort ruined an irreplaceable moment in our lives. A Stark Contrast: Good Service Still Exists The only saving grace of our stay was the exceptional service provided by Latoya and Chasandra from the pool bar. They were kind, attentive, and demonstrated true hospitality—a stark co