My partner and I came to Mexico for the first time for a friends birthday. We used our Chase Points to pay for the hotel. All the staff we encountered were very helpful and friendly. My partner is diabetic and we needed to freeze the gel packs for his insulin carriers. The front desk staff happily took them up to the restaurant freezer for us. They helped us find good restaurants to eat at. The room was well maintained and cleaning was unobtrusive. I absolutely loved the rain shower. The rooftop pool has a great view of the city to the beach. I've never been in one before it was very cool. The lounging area around the pool was pretty nice too, as were the chairs in the water so you could relax in the pool and be partially in water. Over-all a great experience. Would definitely stay again.

This hotel was much better than expected. We felt welcomed in every area. The staff are the best, Kant, Juan Carlos and Poncho were great hosts: always available and very attentive. The hotel is very clean, room to kill for, rooftop the maximum with nice music and delicious drinks and food. The location was perfect, couldn’t ask for a better spot. Will not think twice to come back.

The Hyatt centric and Plato Carmen, both hotels are beautiful places to stay in. We have the beach house which is amazing. You can look at the ocean the waves walk along the beach of your breakfast in the morning and the restaurant over the ocean. The rooms are comfortable, big windows again, looking at the ocean, relaxing good foot and beverage great service throughout the hotel. Also a beautiful pool you can relax in and more like cabanas or the pool or walk down to the beach, which is attached to the hotel very safe very warm people work there you wanna go for a relaxing time. This is a place to go. The other hotel Hyatt centric on 12th avenue and 5 A different hotel we have a rooftop pool music a restaurant overlooking the ocean. You can see the boats come in to Cozumel from the top of the hotel. The food is excellent. Drinks are good like the pool relaxed good the one like cabanas read a book. learn the pool get your cocktails to place where you don't want to leave. I say there all the time and I have options for better hotels. I prefer this hotel because it's great people great food and grip relaxing time I stay in the hotel for 10 days I never left the hotel to go anywhere else. I didn't need to cause I have all the food and beverage drinks pull the food and if I wanna go to the beach, I can go to the Hyatt beach house lay on the beach there which is amazing so all no beautiful hotels to the best Hyatt hotels I stayed up general manager is very accommodating feel great tune and say hello and asked you what you have any any suggestions for hotel to be better the front of house manager Mari is excellent her staff for all great people Bowman Front Desk people very polite and accommodating. You're in the center of plate Carmen you just walk around the corner or in the fifth Avenue on both hotels or you can go to the beach on both hotels five minutes walking from one the other one you're right on the beach there is no entertainment by the pool most nights of the week to have this jockey DJ other nights I have entertainment the only thing about the Man house be prepared for lots of music in the streets does nothing we can do about that. They supply with the earplugs if you'd like to watch some from your balcony, it's pretty interesting. Interesting views from your balcony so the other hotel the beach house is different. It's quiet peaceful on the beach sometimes music in the hotel. Next door is too loud but that's what you have to live with in Carmen but oh no this is the best place to stay and no walking much anywhere cause you're right a heart of everything you don't need to go to any restaurant you have the food and beverage at the hotel the room services also really good all in all beautiful place to stay in both hotels I'm making a new booking you asked for a transportation sender van Taxi to pick you up and charge it to your room or very convenient walk out of the airport and your people will be waiting for you to take you to the hotel. Definitely a good experience we check in to leave everyone's very pleasant The rooms are perfectly clean with nice big beds, beautiful pillows, feather down pillows if you like the rooms are cleaned every day plenty of towels, clean linens, soap, shampoo, conditioner you have everything in the room you need and if you are a global list with a Hyatt, you get much more amenities

We always stay our first night of vacation at Thompson House, now Hyatt Centric Downtown in Playa del Carmen. The hotel is clean and comfortable with great access to 5th Ave. The bathrooms are modern and beautiful. The balconies overlooking 5th Ave are a highlight. My favorite part of the stay is and always will be the pillows! Lol. I love the pillows. Wish I knew what kind they were because I'd buy them.

Excellent location right in the heart of 5th Avenue. Also, the hotel stands elevated and you can capture great photos of 5th Ave. While you can buy breakfast, it is not included. There are many food options outside of the hotel.

We booked at the Beach location, received confirmation e-mails for the beach location up until the week before. The DAY OF I received my check-in e-mail for the Downtown location. I assumed it was a mistake but after speaking w/ front desk it was not- the Beach hotel was being renovated so they moved us to the Downtown location WITHOUT INFORMING US. The renovation was not a surprise and they could have informed us earlier but did not. We were told we would get points added to our account (which we haven't yet) and did not receive any sort of compensation for the room. Completely unacceptable and not the service I would expect from a major chain like Hyatt. I specifically did not want the noise of the Downtown location- I specifically wanted to be on the beach. Had I known the hotel was being renovated I would have booked elsewhere. Really disappointing.

Hyatt Centric Playa del Carmen – A Mixed Experience There were some really great aspects of this stay, but also some significant disappointments. The good: The location is excellent. Everything downtown Playa del Carmen is walkable, with plenty of restaurants, shops, and nightlife nearby. The hotel is split between a downtown property and a beach property, and guests have access to both, which is actually a nice feature. The rooftop pool at the downtown hotel is beautiful, with great views and a swim‑up bar. Beds were comfortable, the A/C worked very well, hot water was reliable, and the wait staff and support staff throughout the property were genuinely kind and professional. Food and drinks were excellent at both the rooftop and beachfront restaurants. The bad: The beach had a lot of seaweed during our stay, and very loud techno‑style music played for most of the day around the pool and beach areas. If you’re looking for a quiet, relaxing beach experience, this felt disappointing and more like a party atmosphere, even though most guests did not seem to be there for that vibe. The ugly: Check‑in was stressful and uncomfortable. Despite communicating with the hotel in advance, I was aggressively questioned about using Hyatt Free Night Awards booked under family members’ names (which is allowed under Hyatt policy). The interaction was tense and unwelcoming, and I was ultimately assigned a room with a construction view during what appeared to be very low occupancy, with no upgrade or alternative offered. The room assignment felt punitive rather than thoughtful. One additional concern was safety signage. Emergency exit indicators were not very clear or intuitive, and I strongly recommend guests take time to locate and plan their exit routes in advance, just in case of an emergency. I did contact hotel leadership afterward and appreciated their acknowledgment of the issue and commitment to additional staff training, which I hope is implemented. Overall, this stay was about a 2.5–3 star experience for me. If you’re using Hyatt free nights and hoping for a peaceful beach getaway, you may want to consider other options unless changes are made.

Great location, decent hotel, extremely disorganized. Valet didn't know what they were doing, which added a lot of stress to our trip. Was given late check-out but had key card access removed prematurely. I'd consider staying again only provided I have a free night cert and am planning to stay in Playa del Carmen again.

Nice location. No full service restaurant; breakfast and snacks only. Music too loud. That's about it. Working on my 100 character minimum now.

We hosted our wedding room block across both the Hyatt Centric Downtown and the Hyatt Centric Beach House, and chose to stay at the Beach House ourselves. Our experience there was exceptional. While it’s possible we received extra attention and a few upgrades due to the wedding, those thoughtful touches really elevated our stay. The staff consistently went above and beyond. We always felt comfortable asking for anything, and they were genuinely happy to help. The hotel itself is beautiful, with a boutique feel that’s both tropical and luxurious. Despite its smaller size, it never felt lacking in amenities or atmosphere. The staff were consistently warm, attentive, and welcoming, which added to the overall experience. We stayed in the Panoramic Suite facing the beach, and it was absolutely spectacular. The space was generous enough for a full week’s stay, and the balcony, with its stunning view and private hot tub, was easily one of the highlights of our trip. We miss this part so much! One aspect we particularly appreciated was the location. It’s slightly removed from the noise of 5th Avenue, offering a more relaxed environment while still being close to the action. That said, there is a shisha bar across the street that plays loud music late into the night, which may be worth noting for light sleepers. We could not hear this bar from our suite thankfully. As part of our room block, we also had the chance to see several other room types when visiting our guests, including double queens and single kings. Overall, they appeared clean, comfortable, and well-maintained. Some of our guests did report minor issues, such as slow-draining showers, lighting problems, or delays in receiving towels. While we didn’t experience these firsthand, we understand how those inconveniences can impact a stay. Even so, we found the hotel to offer excellent value and a memorable experience overall. We would absolutely return—especially for another stay in that incredible Panoramic Suite. Shout out to Victor and Aida for all your help in making our stay perfect!