Tripadvisor gives a Travellers’ Choice award to accommodations, attractions and restaurants that consistently earn great reviews from travellers and are ranked within the top 10% of properties on Tripadvisor.
Tripadvisor gives a Travellers’ Choice award to accommodations, attractions and restaurants that consistently earn great reviews from travellers and are ranked within the top 10% of properties on Tripadvisor.
An oceanfront resort located on a privileged stretch of white sand, facing the turquoise waters of the Mexican Caribbean and surrounded by the energy and excitement of La Quinta Avenida - Fifth Avenue - , Grand Hyatt Playa del Carmen brings guests to an intimate introduction of the Bohemian vibe of Playa del Carmen, or simply Playa, as it is locally known. With its spectacular architecture, unique outdoor dining concepts and our signature food and beverage author recipes, mixed with local flavors and fresh ingredients of the region for a memorable gastronomic experience. Located inside we find the Paseo, a large open air corridor that connects the entrance of the hotel all the way down to its iconic infinity pools, ending with its breathtaking white sanded beach and majestic turquoise waters for our guests to relax. Our two restaurants and bar are our own extension of the vibrant offerings of La Quinta Avenida.
Star ratings are intended to indicate the general level of features, amenities, and services to expect. This property is classified according to Giata.
Places to stay are graded on a 0-100 scale. The higher the grade, the easier it is for travellers to find restaurants and things to do within walking distance.
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Nestled in a prime beachfront location, the Grand Hyatt Playa Del Carmen Resort is celebrated for its central position, granting guests easy access to local attractions. However, some travelers feel that the cost outweighs the benefits, citing overpriced services.
Despite its inviting atmosphere and a plethora of amenities, guests have voiced concerns over noise disruptions, and some have been disappointed by the variable quality of service and room upkeep. While the resort's cleanliness generally receives commendation, inconsistencies in housekeeping do not go unnoticed.
Location
Convenient
Atmosphere
Inviting
Rooms
Unkempt
Value
Expensive
Cleanliness
Mixed
Noise level
Noisy
Service
Inconsistent
Amenities
Well-appointed
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The Grand Hyatt in Playa del Carmen really is grand if you enjoy a bright, contemporary facility. It is only about 3-4 years old, one of the newest properties around, and very well designed and laid out.
There is an abundance of open spaces and areas to relax in and the pool area is exceptional. There are several pools strung out along the entire length of the beach. The beach itself is nice sand. There are plenty of lounge chairs and umbrellas around the pool and on the beach. Fancier cabanas are also available for a charge.
The rooms are very modern with tile floors and thick glass dividers for the different areas. Rooms are well lit. Beds very comfortable. In room safe and small refrigerator. Most balconies come with a large cushioned lounger and 2 chairs.
There is a coffee shop, an ice cream shop and two restaurants on site. The Grill at 126 is excellent. We ate 3 dinners there and every one was great. A super menu and super food prepartion.
The location is only one block off 5th Avenue which is the main area for shops and restaurants. Walking distance to everything including the ferry which takes you to Cozumel for about $20 round trip.
Finally, the staff at the hotel were exceptional. Very friendly, knowledgeable and accomodating.
Prior to this we had only visited Playa del Carmen for a day while on cruises. It was so enjoyable that we will be returning frequently and would not think of staying anywhere but the Grand Hyatt.
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Date of stay: February 2020
Rooms
Location
Service
Room Tip:The closer your room is to the beach the less view obstruction you will have. Rooms on the south...
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Paulina Daniotti, Promocionar at Grand Hyatt Playa Del Carmen Resort
Responded 4 Mar 2020
Dear Lovetocruise, Wow, we cannot thank you enough for this PERFECT review! We are thrilled that you chose Grand Hyatt Playa del Carmen Resort to visit Playa for the second time and are so glad that you had such an enjoyable stay with us. Many thanks for recognizing our team, we also think our team is top notch :) but it means so much more coming from one of our valued guests. The dinner at The Grill is definitely a highlight and I am so happy you got to experience it. We also hope you will be back many many times. We look forward to welcoming you again in the near future, Sincerely,
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I stayed with my parents for two weeks in December, we spent Christmas there, and the experience was awesome. The hotel is very comfortable, clean, modern, very well located and the staff is great, the service is really good. People from “La Cocina” were very, very nice (Guadalupe, Jorge, Teresita, Isabel, Carlos, Jairo, Cesar and Julio... also Julio from the security team from the pool area and Jesus the lifeguard) they all treated us very well during our 2-week stay. The food was delicious (café de olla, tamales, cochinita pibil and chilaquiles are a must during breakfasts). The beach is fantastic, that area has a barrier to prevent the seaweed to reach the beach and the staff is constantly cleaning the little seaweed they get. The hotel also has a very modern gym, which I liked a lot. We loved it and would totally come back. I recommend the hotel 100%.
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Date of stay: December 2019Trip type: Travelled with family
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from GHPC1, Asistente de Gerencia General at Grand Hyatt Playa Del Carmen Resort
Responded 13 Jan 2020
Dear GabrielaB599, On behalf of the entire team that makes up Grand Hyatt Playa del Carmen, thank you! We really appreciate the kind words you have shared with us and the world by recommending the services and experience you had while you were here with us during your holidays. We focus on the best customer service and making all our guests feel like family and at home. Looking forward to welcoming you back very soon!
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My daughter invited me along with ten (10) of her friends to celebrate her 30th birthday. Since she included me I decided to throw in a couple of surprises so I contacted the resort and was connected with Claudia Salas. Together, Claudia and I planned a surprise welcome reception, tequila tasting, aside from this she managed an off site decorator I hired to decorate our room and she put me in contact with a the preferred travel phtogragher of the hotel. Claudia even made sure the personalized tote bags, towels and cups got trough customs and were delivered just in time for our arrival. Oh! and Claudia made reservations for us at Porfirios restaurant on 5th Avenue, great ambiance, food and drinks and they surprised us with a cake for dessert. Claudia and her team went above and beyond to make sure our events and stay at the resort was something all would remember.
The resort is breathtaking....pictures really don't do it justice. Our room was beautiful and it included a private pool.
The location of the resort is perfect! You can walk to 5th Avenue where all the restaurants, night life and shopping are.
We couldn't have made a better choice!
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Date of stay: January 2020
Cleanliness
Service
Sleep Quality
Room Tip:If you prefer quiet I would ask for a room away from the pool area. That area never closes.
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from GHPC1, Asistente de Gerencia General at Grand Hyatt Playa Del Carmen Resort
Responded 28 Jan 2020
Dear welovetootravel13, Thank you for taking the time to share your positive feedback regarding your recent stay at our beautiful property; we appreciate your kind words and feel encouraged to keep up the good work in every step we take. We will be sharing your wonderful comments with Claudia Salas and her team. We look forward to your next visit!
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When we arrived in the hotel the check in person was unpleasant. We felt we were not welcome. We were put in a room next to other where people were smoking weed constantly. We asked the reception to be changed to another room but during 4 days they were unable to change despite many rooms were available online in the hotel website. So they put our health in risk to avoid cleaning one room. The carts for the lady cleaners make huge noise in the corridors so be ready to wake up very early in the morning. Wifi doesn’t exist in many parts of hotel and even in the room is constantly breaking. If it rains a lot the hotel may get energy cut off cutting any wifi communications you are having. In breakfast area you need to wait a lot of time for drinks. Bring your shampoo and gel because the quantities they give for all your stay are ridiculous. After they clean your room please verify if they didn’t forget to leave towels. Do not disturb sign doesn’t work because they enter in the room at any time. They warn you this is a normal practice of the hotel. Even if you want to rest in the afternoon and you put the do not disturb sign they enter in the room. Beach was super dirty with algaes and we could not use the beach. If you want to spend money as a 5 star hotel but receive treatment as a 2 Star hotel this is perfect.
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Review collected in partnership with Hyatt Hotels
Date of stay: June 2021
Value
Rooms
Location
Cleanliness
Service
Sleep Quality
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Grand Hyatt Playa del Carmen, Propietario at Grand Hyatt Playa Del Carmen Resort
Responded 6 May 2022
Dear Guest , Thank you for taking the time to tell us about your experience at the Grand Hyatt Playa del Carmen. I am sorry that your experience did not meet your expectations; please allow me to express my sincerest apologies. At Hyatt, we strive to provide a superior service experience for every customer; therefore your feedback is very important to us. Please rest assured that we are taking the appropriate measures to address the problem and prevent future occurrences. We appreciate your sharing your concerns, and it is our hope that you will give us the opportunity to better serve you in the near future. Sincerely, Grand Hyatt Playa del Carmen.
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By far the worst vacation hotel experience. Some highlights: 1. Hotel is drug friendly. Guest openly and avidly smoked marijuana by the adult pool. My wife and daughter complained to staff and they did nothing other than stare and whisper in their walkie talkies. I'm not judging people's personal choices but, had I known this hotel was drug friendly, I would have chosen a different resort for my wife and two children. 2. We arrived early and they didn't check us in. We had to wait 9-10 hours in the lobby after a red eye. We had to wait 1.5-2 hours after the alleged check in time of 3pm. The worse part was that the staff could not have cared less. While they weren't trying to actively do bad things, they clearly didn't care in general. 3. Food at pool and beach is really bad, and I had low expectations. 4. Service, while bad throughout, was especially pathetic at the pool and beach area. The staff would not bring towels despite repeated entreaties on multiple occasions, forcing us to walk back to our rooms wet and cold. 5. Check out experience was poor too. They didn't email me the final bill as I asked for and they promised. They also didn't enter my Hyatt rewards number despite me requesting this 4 times.
I would not stay here again and cannot recommend it to anyone. Hyatt should have way better quality control and operating procedures, especially for an elite traveler and someone who just spent $15k USD on his stay.
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Date of stay: December 2019
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Paulina Daniotti, Promocionar at Grand Hyatt Playa Del Carmen Resort
Responded 18 Mar 2020
Dear ojavaid, Thank you for taking the time to share your comments; we appreciate your feedback regarding your stay at our resort. We are disappointed to read that we were not able to meet your expectations and please rest assured that we are constantly looking at improvements for the resort and to update ourselves. I hope you will not judge us on that experience and will give us an opportunity to redeem ourselves in the near future. Sincerely,
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I stayed at the Grand Hyatt for the first time this year. I had an amazing vacation made even better by the attentive and extremely friendly staff. From the hotel manager to the Barr staff everyone made me feel at home during my stay. The hygienist's protocols and standards were impeccable and I felt totally safe.
This hotel is in a great location just a one minute walk from the Main Street and overlooking a beautiful beach. The food was exquisite, especially the sushi bar.
I highly recommend this hotel and can't wait to go back.
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Date of stay: December 2020
Value
Rooms
Service
Room Tip:Ask for a sea view room on the right side of the hotel as you look at the beach
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Carlos Manuel Avila del Río, Promocionar at Grand Hyatt Playa Del Carmen Resort
Responded 6 Jul 2021
Dear guest, Thank you for your amazing feedback. Great to hear that you enjoyed your stay at our Grand Hyatt Playa del Carmen Resort. It is wonderful that you found our central location convenient and that our service met your expectations. One of our top priorities is to offer safety measures to our guests so that they feel comfortable and safe while visiting. We look forward to welcoming you for your next stay! Grand Hyatt Playa Del Carmen
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If overpaying to use a pool is what you like for a vacation, this place is for you because all they have to offer is a pool. There is no usable beach and the water is rough, dangerous because of its proximity to the pool area and completely covered with smelly sargassum. The smell is like raw sewage and no matter where you go on the property, the odor permeates the air. My young daughter and to enjoy the pool but the wait staff was rude, completely inattentive and total jerks. I told them I wanted to pay with a card because we didn't have a room and it was no problem when I ordered an overpriced, flavorless salad. We wanted to order ice cream and that is when Geovani told us it was a problem...well, they should have told us that in the first place and we would have beennhappy to leave and get better food and service next door. Personally, I think they should be grateful people are even at the hotel with the the way the beaches in PDC look right now! There is no beach at this property and the seaweed stretches for miles, covering the water and making the smell intolerable. After I paid, - $37 USD for a salad and some chicken fingers with fries that spilled off the plate AND tipped the idiot waiter $10, we walked toward what we thought was the lobby to escape the rain. That was the last straw for me because Lauro, the "Lifeguard" followed us like criminals and told us we had to go thr other way. No problem, we just wanted the rain to pass...he insisted we leave immediately and was so rude for no reason.. we didn't care about leaving and definitely had no desire to stay or spend more money there. I would much rather spend money at a welcoming location than some substandard, overpriced Hyatt with a crappy "beach" that smells like sewage everywhere. I would never return to this hotel and my friends are now canceling their wedding because of the unnecessarily rude behavior of these morons.
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Date of stay: June 2021Trip type: Travelled with family
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Grand Hyatt Playa del Carmen, Propietario at Grand Hyatt Playa Del Carmen Resort
Responded 6 May 2022
Dear Guest , Thank you for taking the time to tell us about your experience at the Grand Hyatt Playa del Carmen. I am sorry that your experience did not meet your expectations; please allow me to express my sincerest apologies. At Hyatt, we strive to provide a superior service experience for every customer; therefore your feedback is very important to us. Please rest assured that we are taking the appropriate measures to address the problem and prevent future occurrences. We appreciate your sharing your concerns, and it is our hope that you will give us the opportunity to better serve you in the near future. Sincerely, Grand Hyatt Playa del Carmen.
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This is my first time to Playa Del Carmen, so I can't really compare the Grand Hyatt to any other hotel or establishment in the town, but I was incredibly happy with our stay. It was only half filled but I thought that made our stay more enjoyable. There was no rush to the pool to reserve prime pool chair real estate. It didn't take forever for drink or food assistance and every precaution was made to make the guests feel safe and protected. We stayed for eight days and enjoyed the included breakfast which consisted of a simple "buffet" breakfast but as a guest you didn't touch anything. The minute you walk into one of only two places open for dining during our stay, you had your temperature checked, hand and feet sanitizer available and masks required until you are seated. The buffet had lots of fruit, eggs, meat, and other basic choices to enjoy. We liked everything we tried. There is also a menu to order from but we had the breakfast plan included with our stay. The beds were comfortable, the air conditioning worked great, and all the employees were very friendly and helpful. For the most part we ate every other meal out in town. There were a lot of choices and places open! I was pleasantly surprised by the food options available. And everything we ate was really good! Obviously a lot of Mexican food but we also enjoyed some Italian, sushi and french fusion. The point is it's safe to visit and we had an awesome time!
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Date of stay: September 2020
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Carlos Manuel Avila del Río, Marketing at Grand Hyatt Playa Del Carmen Resort
Responded 28 Sept 2020
Dear Guest, Thank you for taking the time to write your review on Trip Advisor, we are glad that you had a fantastic holiday with us. We are very pleased to know that we succeeded in providing you with a safe stay to help you relaxed during your recent visit. Your positive feedback regarding safety measures is really welcome and appreciated. We will certainly pass your kind words to the team whose objective is to be remembered by their service and attention to detail. We look forward to welcoming you back at our wonderful Grand Hyatt Playa del Carmen. Kind regards, Grand Hyatt Playa Del Carmen
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The resort itself is very nice and luxurious, and the location is fantastic right in the heart of Playa Del Carmen, so you don't feel isolated like you might at some all inclusive in Riviera Maya. The service was phenomenal. Special call out #1 to Francisco at the check-in counter. He hooked me up with an upgrade to a partial ocean view room (which has a great view btw) and dealt with my special requests effortlessly. Special call out #2 to bell boy Jese, who I started a conversation with on the elevator and ended up writing down a whole bunch of tips for me on my phone for my visit to Mexico City in December since he's from there (and as a good Hyatt employee, he made sure to mention that they have a hotel there lol).
The food here is overpriced, so consider giving that a pass although the convenience of getting served poolside will be worth the cost to some. The ATM is a complete ripoff, so avoid it at all costs and instead head to the Scotia Bank at 10th avenue and Constituyentes, who will charge you US$5 which isn't so awful.
IMO the price for the upgrade to Club access is way too high. I'd recommend passing on that.
Finally, for Americans, if you stay at least 3 days, they'll hook you up with a free antigen covid test for your trip back to the States. Just ask for an appointment when you check in.
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Date of stay: October 2021
Value
Cleanliness
Service
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Carlos Manuel Avila del Río, Promocionar at Grand Hyatt Playa Del Carmen Resort
Responded 5 Nov 2021
Dear guest, Thank you for your amazing feedback. Great to hear that you enjoyed your stay at our Grand Hyatt Playa del Carmen Resort. Your words regarding all the food services and our staff, are really appreciated. We will share your comments with the team to let them know their exceptional service didn’t go unnoticed. We look forward to welcoming you for your next stay. Kind regards, Grand Hyatt Playa Del Carmen
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We had a wonderful stay, nice property on the beach, close to the center of Playa del Carmen. Excellent and very attentive service throughout the property. 2 good restaurants, didn’t try 3rd one (Sushi Bar). Best rooms are in the ocean front bridge between the two wings of the hotel. Our stay was during the covid-12 crisis in Italy, the hotel management made sure that there was plenty of hand sanitizer all around the facilities and the cleaning crew was making sure all railing, elevator, door handles, etc... was cleaned several times a day!
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Review collected in partnership with this hotel
Date of stay: March 2020
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Paulina Daniotti, Promocionar at Grand Hyatt Playa Del Carmen Resort
Responded 23 Mar 2020
Dear umbria06049, Thank you for your recent visit and for taking the time to share your experience on Tripadvisor. We agree that the setting of our Ocean Front Rooms right on the beautiful Caribbean Sea are amazing. We appreciate you recognizing our staff during this unusual circumstances. Looking forward to your second visit and many more in the future. Saludos!
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Se puede reservar transfer a través del hotel, pero el vehículo no pertenece al hotel. La agencia que provee el servicio tiene automóviles excelentes pero es mucho más caro que tomar un taxi, que de por sí no es barato. Uber no está permitido en el aeropuerto de Cancún.
There are more places to choose from in the Playa del Carmen area.
PRICE RANGE
RM 1,094 - RM 2,000 (Based on Average Rates for a Standard Room)
LOCATION
MexicoYucatan PeninsulaQuintana RooRiviera MayaPlaya del Carmen
NUMBER OF ROOMS
314
Prices are the average nightly price provided by our partners and may not include all taxes and fees. Taxes and fees that are shown are estimates only. Please see our partners for more details.
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