Without question THE WORST experience I have had at a hotel in a long, long time if not EVER. I wish somebody had written a thorough, honest review as this so I could avoid setting foot in this hotel and this particular location. I honeslty hope I can save someone the horrible experience.
The Hotel may have been a ‘luxury hotel’ at some very distant point in time, but what it is today most certainly IS NOT A LUXURY hotel or experience at all, not even close.
The worst service in history, and not as an isolated event, but in EVERY moment of our stay even from check-in, both at the Main House where we stayed, and at the Beach Club. We stayed here for a long 7 nights, 8 days and every day was worse than the last. We gave them so much room for improvement, honestly had so much patience, tried to have the best time considering all and never a bad attitude, if anything always being polite and giving them fair and informed feedback. My dad bless him, always expecting them to improve. This never arrived, adding also that Hyatt Concierge customer service line absolutely useless to shift us or provide us with ANY sort of solution whatsoever all-stay-long.
Needless to say, Playa del Carmen as a location has become so trashy, uninhabitable, with noise levels beyond anything everywhere you go, let alone disgusting in every sense of the word. The service even at ‘high-end restaurants’, the people, the shops, the general ambience. Overstimulation everywhere, lights, cheapness, unsurmountable levels of noise even in the hotel; nowhere to rest and relax, not the beach club, certainly not the ‘awesome rooftop terrace’.
Daily were amenities missing from the rooms, even things as basic as a bath rug for 3 days in a row; coffee and water not replaced ever until I had to specifically ask for them repeatedly. My room was not even made on one day and I only found out when coming back from a long day out at 6pm when I had to call to have it done.
This hotel is so run down, old, management so lacking, hence service even more so. The food took forever every single day, not a single cup of decent coffee because the coffee machine at the restaurant was supposedly in repair so always either super watered down, burnt or cold. Everyone always got their food at different times at our table during breakfast there (which we had already paid forward with our stay so why would we have to be forced to go pay extra somewhere else to have better), always an ongoing uncomfortable, disappointing experience.
The beach club is disgusting, uninviting, you don’t want to lie anywhere, terrible service too, horrible ear-piercing music and level of noise. Mind you, the terrible service is not due to terrible servers, the poor guys look exhausted, running around like headless chickens, some even constantly and honestly apologizing while wiping the drops of sweat from their forehead because they know their service is suffering as they are severely understaffed. ALL this is due again to the TERRIBLE management that is palpable everywhere. Honestly 1 server and 1 bartender for a complete bach club, same for the rooftop restaurant at rush times like breakfast – in High Season, during the Christmas holidays.
Either THE UNPROFESSIONAL CHILDREN they have as managers don’t have the training or brain to plan for sufficient staff to give anyone a good service or Hyatt as a company is literally not providing sufficient support, training or even budget? Zero quality control over who they hire either as their so-called GM is a kid with ZERO presentation, ZERO education, ZERO professionalism, ZERO proactiveness. I have been lucky enough to have stayed at many luxury hotels, this is NOT by any chance either a luxury hotel nor luxury service at ANY level.
On the last night I couldn't even get back into my room after a long day and dinner because the battery or programming on the door lock faulted - it took them 1.30Hrs hrs at 10:30 pm to fix it, having to climb through a bothered next door neighbor's balcony to get in and barge it open from the other side. Liability, emergency anyone? Ant then the kid manager gives us attidue? Seriously? After 8 days of frustration build-up after all their fails, really? Again, this is a hotel that does not receive appropriate maintenance, hence something like this even happened! Again, a result on him and his terrible management!! And then HE takes it as an insult?
The site, the location. Gosh the view from ANY room is incredibly terrible – the hotel is located on top of a shopping center; out of your good-for-nothing balcony, you are either looking into the shopping center and being looked into from the escalators below, or you are looking into a run-down shanty roof top. The beachfront is not even private as in a luxury hotel would – the ambience is horrible: ambulant musicians, sellers, picnickers, drunks everywhere as part of the view and the party.
So much for a beach location, so much for trying to relax at any moment, I think this expecting way too much.
Read More