Thompson Playa del Carmen Main House

The best hotel in playa!!! The best location and best people! Alehandro is the most lovely people. We here in the second time and I wish to come back and enjoy this perfect hotel. The hotel is clean and all is new here. The roof is the best view ever. On the roof have a people is name Alehandro He is the best one here.

Liars, thieves and worst place to stay. Worst customer service. They do not care about their guest. Lied about air conditioning working. Stay 4 nights and get 5th free promotion but charged me. Said I would be reimbursed but had to fight with them up until now and they decided not to honour their promotion. Said to get back money from my credit card company. I could go on and on. Will stick with Bonvoy and Hilton. Had to communicate with Manager by App not even in person. Wanted to meet me on his terms and time.

Filiberto and Javier, waiter and bartender made us feel vip ! Best service from any place in playa del Carmen ! Place is amazing , cocktail and food as well and the view is perfect Will come back for sure A place not to miss if you go to playa del Carmen

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.