Zoetry Marigot Bay St. Lucia

My stay at Zoëtry Marigot Bay St. Lucia was one of the most disappointing and emotionally distressing hotel experiences I have ever had. My husband and I travel frequently and have stayed at many luxury properties around the world, including Umana Bali and Waldorf Astoria hotels. Zoëtry did not come close to the five-star luxury standards it advertises. Our arrival was pleasant, and we were initially greeted warmly. However, by the second day, everything changed. Our room was located near the top of the resort, so we depended heavily on the buggy service. Every time we requested transportation, we waited 15 to 20 minutes or longer. We respectfully raised this concern through the Hyatt app. Management responded and offered us a complimentary rum tasting and massage, which we appreciated. Unfortunately, after we complained, our assigned butler, Kalen, began treating us very differently. His demeanor became rude, dismissive, and arrogant. At the rum tasting, he warmly greeted other guests, opened doors for them, and interacted with them, while making it clear that he wanted nothing to do with us. He did not greet us or extend the same level of service. We also became aware that he was discussing our complaint with other staff members. After that, several employees appeared dismissive toward us, which made us feel singled out and embarrassed. The following day, we accidentally left our key inside the room and needed assistance. When Kalen saw us at guest services, he rolled his eyes, sighed loudly, and handed the key to another employee as though he did not want to deal with us. His behavior was so obvious that the other employee could see it. On another occasion, we overheard him discussing our situation with another butler, who was also noticeably dismissive toward us afterward. This treatment caused me significant emotional distress. I cried during the trip, searched for earlier flights home, and eventually wanted to remain in the room and order room service simply to avoid further uncomfortable interactions. My husband and I even locked the bedroom door when staff entered because we no longer felt comfortable. No guest should feel humiliated or unwelcome after making one reasonable service complaint. There were also other serious issues. The service in several restaurants was slow and indifferent, and many employees appeared uninterested in assisting guests. Cats were frequently roaming around the dining areas. I personally witnessed guests petting and feeding the cats, then immediately returning to the buffet and touching the shared serving tongs and food areas without washing or sanitizing their hands. They continued going back and forth between touching the cats and handling buffet utensils. This was extremely disturbing from a cleanliness and hygiene standpoint, especially at a resort claiming to offer a luxury experience. Our plunge pool was also so hot that it was nearly scalding and could not be comfortably used. During checkout, we were pressured to leave before we were ready, despite being told we could depart at our convenience. An employee repeatedly told us that a buggy was waiting downstairs even after I explained several times that we were not ready. The complimentary massage created another unnecessary problem. The spa attempted to charge approximately $374, and at checkout the charge appeared closer to $500, even though management had clearly offered the massage at no cost because of the problems we had already experienced. Although the charge was eventually addressed, it was another stressful situation added to an already terrible stay. I do want to recognize Karla, Sean, Ernie, Jay at the bar, and the managers. They were kind, professional, and respectful, and they were the only bright spots during this experience. However, apologies from management cannot erase the way we were treated by our assigned butler. Kalen never apologized, and his behavior continued throughout the stay. What began as a simple complaint about delayed buggy service turned into what felt like retaliation, gossip among staff, repeated disrespect, and emotional distress. I travel often, share my experiences with a large personal and professional network, and regularly recommend hotels and resorts. I had hoped to recommend Zoëtry St. Lucia, but based on this experience, I cannot. A luxury resort should be judged not only by its rooms and scenery, but by how guests are treated when they raise a concern. We were treated like a problem instead of valued paying guests. I hope Hyatt thoroughly investigates this matter, reviews available camera footage, addresses the way guest complaints are handled, and provides stronger training regarding professionalism, confidentiality, sanitation, and respectful guest service. I would never return to this property, and I cannot recommend it to anyone expecting a true five-star experience.

Just be ready to get your excersing in. It stated no elevator but I did not expect to do mountain climbing to get to my room. The Butler service was not has expected.

This is a beautiful resort! The rooms are spacious and luxurious. The 2 pools are relaxing and lovely. They have a nicely equipped gym that my husband used. I had a relaxing massage and body scrub at the spa which was amazing! The resort has several restaurants to choose from and a coffee shop. Everything we ate was delicious. We were only there for 2 nights but wished we had stayed longer. The staff is very friendly and helpful. We were able to take a one minute water taxi across the bay to the beach area where we were able to snorkel and go paddleboarding. This is an all-inclusive resort, so we did not need to pay extra for these activities. We got a room with a hot hub, which was also quite lovely. The area of the resort is peaceful and tranquil without being overly touristy. Boats did come into the bay for tours. Some were playing loud music, but they did not stay long, and only happened during the day time. The resort welcomes children, but there weren't really many kids staying here. The bed was comfortable and the rooms were mostly quiet. We did encounter loud bubbling of the hot tub our first night, but we were still able to sleep through it. I would highly recommend this resort to anyone looking for a classy, peaceful getaway.

The location is picturesque , the room are beautiful and clean. The property overall offerings provided excellent value for money.

It was lovely, The scenery was amazing and the food was flavorful. The drinks are highly recommended and so is the braised beef short rib, it was delicious.