ac didnt work for duration of stay, no adequate refund, no heads up on ac not working, unsympathetic staff. they didnt tell us about room being humid too from ac

Sadly the front desk totally forgot to book our shuttle back to the airport early morning so I can't give the Hotel the 5 star. Front desk never answered the phone, I was always running around to talk to a human. That part was annoying especially during low season... We expected better service. As for the ret, the food and rooms and location are amazing. Pool party vibes with a fun daytime DJ and the beautiful waitress Marina! Her service was impeccable, quick and and she was such a sweetheart. Drinks, food, smiles! Name it! Her service was 12 on 10! She loves her job and she's GREAT! if you end up on that roof top, be sure to ask for her! :) little side note on the tequila tasting...just go and meet people! It's fun and you can go every single day! At first we didn't really want to go but we are so happy we did! The hotel is fun and people were really nice. We had a nice mix of locals on vacation and tourists, made friends and built sweet memories!

I took a redeye from California to get to Cancun and drive to Playa del Carmen to spend six nights in Thompson Beach House, one of Hyatt's highest top of the line luxury property brands. I tried to sleep upon arrival after getting just two hours during my travel there, but the room was so hot I could not sleep. I woke up and called to request the supervisor to come to my room because not only did the AC not work, but the bathroom floor was also slick with bath oil. I was told he would be up in 20 minutes. More misrepresentations, more time wasted, I eventually was forced to walk down to the lobby to speak to the person to whom I had spoken on the phone until the supervisor eventually showed up in the lobby. All of those conversations, and the conversations to ensue in the lobby, were audio- or video- recorded. I immediately guessed the entire hotels HVAC was out, and the supervisor said yes, I was correct. I was livid. I flew just under 3,000 miles one way with a reservation on the books for months and this top-of-the-line Hyatt franchisee chose to take my payment in full plus deposit, and that of every guest, with specific instructions to not inform any of us as to the HVAC not working. Their getting our money was more important than informing us that our stay might be compromised, or even our health might be compromised for those of us who might have heat-related health conditions. I was beside myself with anger. Despite my being the victim of criminal fraud, three security were called, but not to protect me from the criminal. He allegedly was in communication with the assistant manager who denied my request to move to a Hyatt corporation-owned property, instead offering me to move to the sister Thompson Beach House with the caveat I would have to move back to Main house in a few days. I ceded to that. I arrived at Beach House and thought because the fans were blowing that the HVAC worked, but came to understand this Thompson, too, had defective HVAC in the wing and room in which I had been put. I woke up at 3am in a sweat. I had the night clerk come into my room and we made a video together. He tried for hours to get ahold of management allegedly to no avail. I had to contact Hyatt on my own to extricate myself from this Hyatt franchisee running two Thomsons who had the audacity to do what they did to me twice, worsen my sleep deprivation, and make me feel physically unsafe in a foreign country until I returned to the USA. I have been traveling the world for business for close to 40 years and have never had a hotel group do what this Thompson ownership did to me and its own employees.

Great location, check in process took over 20 minutes. I would recommend another property than this one.

Great location. But the entire building minus the front desk did not have a/c. The room’s were unbearable. I saw other reviews saying the same but i figured i worked get lucky. Besides that ms. Marina and mr. Alejandro were super great. Love them.