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Playa del Carmen

North America

Mexico

In the vibrant heart of Playa del Carmen, where the Caribbean sun kisses golden sands, lies the Hyatt Centric Playa del Carmen, a gem that beautifully merges modern luxury with the charm of Latin life. Just a stone's throw from the lively 5th Avenue, this haven of relaxation serves as a perfect gateway to explore the rich tapestry of Mexico's Riviera Maya. Guests are enveloped by a blend of contemporary design and tropical serenity, offering a refreshing escape from the hustle and bustle.

As you step into the lobby, the inviting ambiance sets the stage for a retreat filled with warm hospitality. Floor-to-ceiling windows flood the space with natural light, illuminating the chic decor inspired by local artistry. Each room echoes the delightful rhythm of the nearby ocean, featuring plush furnishings and private balconies that provide stunning views of the lush surroundings.

Beyond the luxurious accommodations, a stroll down to the pristine beaches reveals the captivating allure of Playa del Carmen. Crystal-clear waters beckon for a dip, while soft sands create an idyllic setting for sunbathing. When evening descends, the area transforms into a lively hub with an array of dining experiences, from upscale restaurants serving mouthwatering dishes to vibrant local eateries exuding the aroma of traditional Mexican flavors.

The Hyatt Centric also grants easy access to exhilarating adventures; venture out to discover ancient Mayan ruins or embark on snorkeling trips in the nearby cenotes. For those seeking a blend of relaxation and excitement, this destination encapsulates the essence of tropical paradise, enticing travelers to discover the enchantment of Playa del Carmen.

Luxe lodging featuring mid-century modern rooms & suites, plus sea views & a rooftop infinity pool.

https://www.google.com/local/review/rap/report?postId=ChdDSUhNMG9nS0VJQ0FnSUNfclpDYXpnRRAB&d=17924085&t=1

places/ChIJE-aZ_S9DTo8RJJM-VT-zNUE/reviews/ChdDSUhNMG9nS0VJQ0FnSUNfclpDYXpnRRAB

Even though rate 3 stars, it was so far the worst Hyatt stay, mainly because the hotel's hardware.

Pros:
Friendly staff, shout out to Alejanro and Alfy.
Clean interior and rooms. Comfortable bed.
Good location, at Pdc downtown, right on the 5th street.
Globalist benefits were mostly respected, except no suite or even skip level upgrade despite I have changed room 4 times during the stay.

Cons:
This hotel was just rebranded from previously called Thompson hotel. Although many issues had been fixed, there are still many details missed.  I had totally changed for 4 rooms to finally settle down in a stayable one. There are rooms with broken door locks, broken AC central control, broken bed lights, clogged sink, leaking toilet, can't name them all...
While the biggest problem of this hotel was Hardware, leaving so many Hardware issues unfixed before guests stay more or less reflected the incapable of the management team.  In the last night I was checking with the front desk about the late checkout after I changed so many rooms, the front desk lady said it was not confirmed in the system and she was not able to offer late checkout either, even though the late checkout was actually confirmed upon the 1st day check in and I told her this is the GL benefit and the most important reason I chose to stay in this hotel. She insisted need her manager approval but her manager was off. This could be the most unpleasant moment of the entire stay, even though it turned out to be just her unfamiliarity to the system. Those incidents indicate the staff were also not well trained and aligned, and again, the management issue.
One more con is this hotel was surrounded by many bars some are loud till 2AM, making it impossible to sleep without earplugs (glady the hotel provided 2 pairs for each room)

Overall, I would say this hotel still has many hardware and software issues to tackle before truly meeting the Hyatt Centric standard. I may not choose to stay again until people no longer complain about the issues I encountered...

Oh they also missed your SNP credit until I reached to Hyatt to make it up... Anyway, unpleasant stay.

https://www.google.com/local/review/rap/report?postId=ChZDSUhNMG9nS0VJQ0FnSUNmb3FtckdREAE&d=17924085&t=1

places/ChIJE-aZ_S9DTo8RJJM-VT-zNUE/reviews/ChZDSUhNMG9nS0VJQ0FnSUNmb3FtckdREAE

Decent hotel. We didn’t have the AC issue as others mentioned in the reviews. We can hear some party noise at night but not too bad. We are at the location next to H&M, not the beach side, which is the one people are complaining about.

https://www.google.com/local/review/rap/report?postId=ChdDSUhNMG9nS0VJQ0FnSUNUN3NfVDVRRRAB&d=17924085&t=1

places/ChIJE-aZ_S9DTo8RJJM-VT-zNUE/reviews/ChdDSUhNMG9nS0VJQ0FnSUNUN3NfVDVRRRAB

I have earned Hyatt Elite Globalist status for going on four years now and it is by far the best loyalty program of the USA-based major chains and I maintain top or near top elite status with the other two top chains. I travel a lot.

I have never had an experience like the one at the Thompson Main House and Beach House in the close to 40 years of business travel in which I have engaged in my career. I made my reservation over four months ago for a stay of six nights a Thompson Main House, arrived after less than two hours of sleep because I took a redeye from the West Coast of the USA to arrive to Playa del Carmen, and even before I arrived, I was the object of so many lies with intent to defraud and intentional behaviors to hide the fraud that it has caused me great despair for the past ten days and I had to cut my vacation short. I had no vacation. And what makes this experience so bad is that the Thompson ownership and their management leverages these vulnerabilities of vacationers to maximize their fraud. With the benefit of hindsight and now looking at reviews on Google and other sites, it is clear issues at Thompson Main House/Beach House have been three to six months in the making with zero change from then until now, and zero intent to change anytime in the future. The best predictor of future behavior is past behavior (I was once a forensic and criminal clinical psychologist). Let that really sink in.

As I was having challenging communications with lowly employees who were told to lie to all guest or lose their jobs, management was nowhere to be found. This situation happened at least three times: 1-when I discovered my room that I paid in full in advance upon check in in addition to a significant security deposit; 2-when I had extended discussion with the supervisor while he was allegedly messaging with the assistant manager about my request to be sent to a corporate Hyatt owned property; and 3-at 3am at the sister Thompson Beach house where for the second time in hours I was intentionally put into a room in a wing that was completely without any air conditioning and the night clerk in vain was messaging non-responsive management.

Only after I had contacted management of My Hyatt Concierge and secured that room at a corporate-owned property and checked out of the Thompson did I receive a call from a very rude manager of the Thompson Main House. He had the audacity to ask, "how can I resolve this for you..." and I told him he had had so many chances and that his chances were now gone. And he refused to listen, so he hung up on me. These were audio recorded phone calls. He called me two more times, and refused to listen, refused to acknowledge the AC was broken, refused to say I was lied to. I had had more than enough.

The lies of the Thompson ownership and management have not stopped despite my complete inability to enjoy any time I spent in Playa del Carmen because of what happened at the Thompson at the greedy hands of those there who care more about money than people or hospitality or anything close to integrity. I came to read all the online reviews and these behaviors have been ongoing against vulnerable guests in a foreign country (for any visitor not from Mexico) for months... months. I left before I originally intended and if I had to do it over again, I would have left the day of arrival after my original trauma perpetrated by Thompson.

Read the reviews yourself (Google, Trip Advisor, etc.), do not just take my word for it. This Thompson Playa del Carmen Main House and Beach House ownership and management are not to be trusted, and I cannot for the life of me understand any reviews in the past 3-6 months since their AC problems that are positive.

Edited Dec 2024: I am horrified, completely horrified, that all of this was perpetrated, and that I was fully lied to in the moment, by employees and leadership of Hyatt Corporation who were always the owners of the Thompson Properties Playa del Carmen, that Hyatt Corporation let these properties fall into such disrepair and were sanctioning theft.

https://www.google.com/local/review/rap/report?postId=ChdDSUhNMG9nS0VJQ0FnSUNUOXRLMG1nRRAB&d=17924085&t=1

places/ChIJE-aZ_S9DTo8RJJM-VT-zNUE/reviews/ChdDSUhNMG9nS0VJQ0FnSUNUOXRLMG1nRRAB

Update: This Hyatt Thompson has been rebranded as a Hyatt Centric. I assume because they were bringing down the Thompson name, so Hyatt moved it down to a lower tier brand. Still won't ever stay here again.

Original review: There were some pros for this hotel, but I can't even mention anything positive about the hotel because they had non functioning air conditioning. The room temperature at night with AC on high was 28-30C / 82-86F. That is completely unacceptable for a hotel of any quality.

Nearly impossible to sleep, it felt better outside the room than inside. The hotel made no effort to fix the issue, as other guests were complaining of the same thing, and Google reviews right now show multiple other 1 star reviews for the same thing at the same time I was there. I asked for maintenance 3 separate times, and no maintenance was sent to the room.

Unbearable stay at this hotel, will never visit again. Completely ruined my opinion of the Thompson brand as this was my first and last Thompson visit.

I called and filed a report with Hyatt corporate about the property and management and my stay on the same day that I checked out.

https://www.google.com/local/review/rap/report?postId=ChZDSUhNMG9nS0VJQ0FnSUNfZ2NEaVNnEAE&d=17924085&t=1

places/ChIJE-aZ_S9DTo8RJJM-VT-zNUE/reviews/ChZDSUhNMG9nS0VJQ0FnSUNfZ2NEaVNnEAE

Right on the beach. Rooms were beautiful! Everything was great. This is the thompson hotel by hyatt

Rooftop Infinity Pool

Sea Views

In the vibrant heart of Playa del Carmen, where the Caribbean sun kisses golden sands, lies the Hyatt Centric Playa del Carmen, a gem that beautifully merges modern luxury with the charm of Latin life. Just a stone's throw from the lively 5th Avenue, this haven of relaxation serves as a perfect gateway to explore the rich tapestry of Mexico's Riviera Maya. Guests are enveloped by a blend of contemporary design and tropical serenity, offering a refreshing escape from the hustle and bustle. The Hyatt Centric also grants easy access to exhilarating adventures; venture out to discover ancient Mayan ruins or embark on snorkeling trips in the nearby cenotes.

Hyatt Centric Playa del Carmen

Experience luxury at Hyatt Centric Playa del Carmen, nestled between 5ta Ave and 10. Enjoy the vibrant life of Playa del Carmen, Mexico.