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Horrendous - clear why Hyatt downgraded it
Summary: Would strongly avoid staying here unless you need place to crash next to the nightlife - otherwise, spend your vacation somewhere better. The Hyatt Centric used to be a Thompson, but was deflagged by Hyatt and it's clear why after staying there. There's parts that the hotel can't control (it's downtown, near nightlife, and so it's loud at night), but there's plenty the hotel can control and choses not to (rooms aren't maintained, service is rough, they try to make the Downtown House pool a dayclub). We were "upgraded" to a cheaper room upon check-in as Hyatt Globalists, with a balcony directly facing nightclubs. In these rooms, you'll hear the nightclubs and bars until 3am or so. We had also asked for a quieter room if possible when booking and called the day before to reaffirm the ask. Despite asking for a quiet room and flagging that the "upgraded" room was in fact a cheaper room, they refused to move us back to our original room category. Felt a little bit like a scam to be moving people to rooms others clearly did not want. After a lot of asking the front desk, they agreed to move us to a "quieter" room, assigning us a room that directly overlooked an active construction site. It was extremely noisy during the day, but quiet at night, so we figured it was a fine compromise. Unfortunately, he construction site seems to be emitting some type of fumes (a neighboring room reported the same issue) and the AC was completely broken, so we moved back to our original room - apparently those were the only two rooms in the whole (not very busy) hotel. I would stay away from front facing balcony rooms as they get both nightclub noise and dayclub music from the rooftop pool. Rooms all the way on the side are quiet, so long as you are not near the construction fumes. The Downtown House pool on the rooftop is very nice, with great views of PDC and the ocean. The hotel is attempting to turn it into a dayclub, and starts blasting music at around noon until 11pm. We don't mind a good atmosphere, but it was beyond excessive given we saw basically no dayclub guests our entire stay there. The Beach House pool is a nice lap pool, but the actual beach was unfortunately completely unusuable because of sargassum build up. You'll see sargassum everywhere in Playa Del Carmen, but this beach had literal mountains of it - I don't think I could reach the ocean if I tried. The Grand Hyatt Playa, by comparison, had sargassum built up, but it was barely noticeable. Front desk was frustrating service - refusing to really do anything - but the housekeeping and restaurant staff were lovely. We regret spending part of our vacation here, and unless the management decides to change path, I don't think that will be different for many others.
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Amazing time
Chuk the server was the most amazing person ever. He made the whole stay amazing. Thank you so much. His real name is emiliano but we called him chuck noriss because of his last name. 10/10 recommend. If he’s not there please ask for victor. Both are a vibe!!!
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Great hotel
The bar and pool is awesome ! Rooms are spacious and clean. Right downtown where the action is. Alex bartender at the pool bar is very hospitable, and speak great English. Check in was and this is a Hyatt property for points - very close to beach and lots of shopping and eateries
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Amazing experience
The service in this hotel is phenomenal. In particular, I want to call out JC, the rooftop manager. He is very attentive to guests, anticipates guests questions and even provided us with a togo meal the morning of our departure to make is easier. The rooftop pool and lounge has a great vibe, even had a DJ and bachata classes. A must go to place and make sure to connect with JC!
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Great staff = great experience
JC and his team went above and beyond to make sure every aspect of our stay was perfect. JC made a point to check in with us personally, offering great recommendations and ensuring we had everything we needed. What truly made our experience exceptional was the outstanding service by JC and his team.