Thompson Playa del Carmen Main House

The AC was broken in the hotel, forcing us to move hotels. This was a very bad start to our honeymoon, and I am extremely disappointed.

We traveled to Playa Del Carmen in June 2024, with a booking for the Thompson main house. I was researching the property a couple weeks before travel and realized the A/C has been non-functional for many weeks. This was not good to read. As this is a Hyatt property, I was surprised that Hyatt let a property continue with no A/C for this long of a duration. I was informed I would need to contact the property directly. The main house desk informed that they would be moving our booking to the Thompson beach house. The communication was very good via email. I appreciated this. Our reservation was moved to a Partial Oceanfront King with Balcony at the Thompson Beach House. This is the smallest room on the property. We did expect more as we did book a larger room at the main house. This room does not provide anywhere to sit in the room. Only the bed. AS the reservation was transferred, I also had to call Hyatt to find the booking and apply the World of Hyatt points as the transfer somehow lost the World of Hyatt member number. The good: The beach house is a 27-room boutique hotel. A great place to relax. A small bar and a restaurant on the property. Food and drinks were perfect. We pre-purchased, the all-inclusive package. A wristband was provided at check-in. We did walk over to the main house during the day and used the rooftop pool. Great place to hang out. The DJ, Fabian was mixing great music for a few hours every day. Our waiter Emiliano was also perfect every day at the pool. They both made the experience perfect. We ate at the outdoor restaurants at the main house for both breakfast and lunch. Always excellent food and service. The check-in process at the beach house was smooth and efficient. Maid service was perfect every day. The bad: The room, a Partial Oceanfront King with Balcony, is very small and I would not recommend this choice. There are better options with a bit more space. Even though we had the all-inclusive package we had to pay for a round of drinks from the top-shelf menu. I would have thought our bartender would have seen the wristbands and mentioned to us that the drinks he chose for us were not part of the all-inclusive package. Word of advice for the all-inclusive option – always confirm what is covered and what is not. What could improve: Fix the A/C at the main house or close the property. Hyatt should be embarrassed that they are even allowing patrons to book a facility without A/C. This should be known upfront. Customers should not have to research a property and then wonder what will happen when they arrive. Thankfully, I did research and proactively contacted the property for a move request.

I waited a few weeks to see if the hotel provided the refund they promised, but after three promises I decided to write a review. This is one of the worst hotels I have stayed at. No air conditioning, with the room averaging 88F during our stay. Staff lied several times, promising that maintenance would come (they never came). They finally agreed to refund the resort fee and final night of our stay and move us to a different hotel. We never got the refund and they won't answer our emails or phone calls. AVOID at all costs.

Really nice, fresh hotel with roof top swimming pool, located in town centre next to 5th Avenue, nice bar and restaurant on the roof top, you can also use another Thomson just two or so blocks away near the beach. Really good value for your money

Horrible customer service. I received an email 20 minutes before arriving that my reservation was cancelled due to their air conditioning not working. I was just at this hotel two weeks before this trip and had to deal with the air conditioning not working. The staff seemed inconvenienced having to help me get a new hotel room. The staff even knew me from the last visit because of the previous situation I dealt with there. They should have provided exceptional customer service, but they fell so far short. The GM at the Main House is a horrible manager and basically said it was out of his hands and up to corporate about moving us to a new hotel. If you stay here, I hope you meet Victor Chavez because he is one of nicest people we met.