Grand Hyatt Playa del Carmen

The Grand Hyatt Playa del Carmen, a Michelin Key Selected property, is often praised for its ability to blend the amenities of a large resort with the convenience of a central downtown location in Playa del Carmen. Opened in 2015, the hotel features striking modern design with Mayan-inspired elements, creating a chic and sophisticated ambiance.

1. Overall Rating & Sentiment

The general sentiment towards the Grand Hyatt Playa del Carmen is overwhelmingly positive. Guests frequently express enjoyment of their stay, highlighting the hotel's modern design, clever layout, and strong service. It's seen as a luxurious 5-star beachfront property that, despite its size, offers an elevated experience in Playa del Carmen.

2. Key Highlights

Guests consistently love the stunning beachfront location on Mamita's Beach, coupled with its immediate proximity to the bustling Quinta Avenida (Fifth Avenue), making it ideal for those who want to explore local attractions. The hotel's modern design, a collaboration between Mexican architect Javier Sordo Madaleno and New York's Rockwell Group, is a significant draw, featuring waterfalls, infinity pools, and a lobby resembling a cool cave. The unique Cenote Spa, designed to evoke the region's sacred sinkholes, is often highlighted as a standout feature. The chic ocean-view infinity pools are also a major favorite. An open-air promenade, El Paseo, connects the hotel's entrance to the beach, offering a natural extension of Playa's lively atmosphere.

3. Room Quality

Rooms and suites at the Grand Hyatt Playa del Carmen are described as stylish, airy, bright, and spacious, ranging from comfortable to extravagant. They are outfitted with natural wood and a beachy color palette of blue and white, featuring floor-to-ceiling windows and private balconies with chaise seating. Many rooms offer at least partial ocean views, and some even provide direct swim-up access or private mini-pools on balconies. Bathrooms are typically large, with walk-in rain showers. Basic amenities include soap, shampoo, and mosquito repellent. Some guests noted a semi-exposed bathroom design that might be problematic for families or groups desiring more privacy. While rooms are generally clean and lack the damp, moldy smell sometimes found in resorts, one reviewer mentioned a lack of clothes drawers in the main bedroom area.

4. Dining Experience

The hotel features two main restaurants with quality food and a sushi and raw bar. These include The Grill Playa, an oceanfront fine-dining restaurant, La Cocina Restaurant and Terrace, offering Mexican fare with an international twist, and a Sushi and Raw Bar blending Japanese and Caribbean flavors. A coffee bar and pool service are also available. Breakfast is often served as a continental or culinary buffet, which guests tend to enjoy. For those with Grand Club access, breakfast, afternoon snacks, refreshments, and evening appetizers with complimentary alcoholic beverages are provided. While overall food quality is generally good, some guests have found it to be mediocre. Room service is available, but generally not included in all-inclusive packages.

5. Service & Staff

The staff at Grand Hyatt Playa del Carmen is frequently praised for being friendly, attentive, and helpful. The Grand Club staff, in particular, has been noted for their excellent service and ability to remember guests. The concierge team is also highlighted for providing prompt recommendations and assistance. However, some recent experiences have indicated a decline in service quality, with reports of cold reception staff, late room cleaning (around 5 pm), and subpar cleaning where sheets were not changed daily and floors not mopped. The Club Lounge has also been described as crowded during meal times, with occasional shortages of cutlery and dirty tables, suggesting understaffing.

6. Location & Accessibility

The Grand Hyatt Playa del Carmen boasts a prime beachfront location on Mamita's Beach and is just a block away from the lively pedestrian street, Quinta Avenida. This central position offers easy access to local food, entertainment, shops, art markets, and the Cozumel ferry pier. The ADO International Bus Station is also within walking distance (1 km), and Cozumel International Airport is 35 km away, typically an hour's drive from Cancun International Airport (CUN).

7. Value & Pricing

With an average room price of approximately $338, the Grand Hyatt Playa del Carmen is considered to offer exceptional value, especially for a luxury resort in the area. For World of Hyatt members, free nights can range from 21,000 to 29,000 points per night, or a cash and points option (12,500 points plus $118) is available, though points redemption may not always be the best value depending on cash rates. Guests should be aware of additional costs, including city/local taxes, a mandatory resort fee of around $26.72 (plus tax) per room per night, and a 6% service charge per room per stay.

8. Common Complaints

Several recurring issues and criticisms have been noted by guests:

• Noise from Coralina Beach Club: An independently operated club adjacent to the adult-only pool plays loud club music from approximately 11:00 AM to 7:00 PM daily. This noise can affect some ocean-view rooms and may be disruptive, especially for families with young children or those seeking a quieter experience.
• Beach Size and Crowds: The hotel's beach area is described as pretty but on the smaller side and can get busy, with difficulties in finding available loungers.
• Spa Pricing: While the Cenote Spa is a highlight, treatments are considered expensive, especially compared to services available elsewhere in Playa del Carmen. Access to the lap pool in the spa area often requires a separate fee or day pass.
• Inconsistent Housekeeping: Some guests have reported late room cleaning and subpar cleanliness, including infrequent sheet changes and unmopped floors. Instances of cleaning staff entering rooms unannounced have also been mentioned.
• Crowded Grand Club Lounge: The Club Lounge can become extremely crowded during meal times, leading to shortages of cutlery and dirty tables.
• Wi-Fi Issues: Slow Wi-Fi connection has been a point of criticism.
• Lack of Nightlife/Activities: The hotel generally does not offer much in terms of nightly entertainment or promoted daily activities, which might disappoint guests looking for a lively resort atmosphere.
• Fitness Center: While equipped, the fitness center has been described as somewhat dark and warm. Also, fitness classes usually incur an additional charge.
• Taxi Pricing: Some guests have felt overcharged by hotel staff when arranging taxis to the airport.
• Room Odors: In some cases, rooms have been reported to smell of mold or sewage.

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