Thompson Beach House

Had a reservation here and showed only up to find out that my reservation had been transferred to another hotel without any notice. Apparently the hotel has no AC or water as of this writing in mid to late August. Completely unacceptable as no communication of the change and no transportation to the other hotel was offered. Disgraceful!

I will begin this review with the end in mind. DO NOT STAY HERE! My wife and I checked in on 7/21/24 and were to stay for 4 nights. When we arrived it was 74 degrees in the room but I thought maybe it's just the middle of the day. By the evening it was 83 degrees in the room and it was clear that the air conditioning wasn't working. The front desk said yeah we know its not working and they offered nothing. It was 10 PM so my wife and I decided to sleep with the sliding door open to try to stay cool. Needless to say it wasn't a fun night. The next morning I knew we weren't going to stay there unless they had it fixed by later that afternoon. I asked for the GM to meet with me as soon as possible to discuss. "Francisco" who is the biggest lying clown you will ever meet finally came and met with me at about 10:30 am on the beach. He said he understood the problem and that HVAC guys were coming down today from cancun to fix it today. I said no problem, things happen....we will go to Cozumel for the day and if it's fixed when we get back great, if not obviously we are going to stay somewhere else. He said he would call me with an update by 6 PM. About 6PM I hadn't heard anything so I called the hotel back to check on the situation. The staff told me that Francisco was gone for the day and that the A/C still wasn't working and they figured it would be another day or two. That was that so we packed up our room which was now 90 Degrees to leave the property. The lady at the front desk informs us that we can't leave without a penalty and ultimately she gets me on her cell phone with Francisco the lying criminal. He says that I have to go stay at another Hyatt property and that there isn't going to be a refund. He will just hook up the stay at the other property and the billing will be the same. I argued with them for a few minutes and ultimately left. They are a worthless, incompetent staff. I am a Hyatt Globalist and I have escalated it to their customer care and ultimately I am escalating it with Chase who is my credit card company. This hotel was actively checking new guests in with the air conditioning to the entire building not working in July in Mexico. I truly can't comprehend that. There was no serious apology or actual effort to fix the issue or communicate about the problem. The entire experience was embarrasing to the Thompson brand and Hyatt hotels. These people couldn't run a lemonade stand. They are crooks and I doubt they will ever give my money back. I will have to use other channels to not be ripped off by these scumbags. Francisco also told me he was giving me Hyatt points for my trouble which frankly I don't want, however those points I still don't have. Everything he told me was a lie. In addition to this "luxury hotel" not having air conditioning and the staff trying to pretend like that wasn't a big deal, here are some other things that didn't work: 1. The safe in the room didn't work 2. The jetted tub on the balcony didn't work. It was full of water but the jets didn't work. When I called about this they told me that is just the way it is. 3. Francisco told me to get some snacks from the snack bar since we weren't having breakfast and that he would comp those off. ( normally globalist's get free breakfast for 2). He did not comp it off. 4. The property pre charged me $300 for incidentals and they still haven't returned that to me. This was probably a high end luxury hotel at some point. Now it is a dump run by a group of dumb youthful staff who are playing pretend that it's a serious place where they can rip off tourists.

A boutique hotel, located on the beach, close to all the amenities. Service is excellent as are the rooms. Within 5 mins, you can find dozens of excellent restaurants (see my other reviews!). In terms of improvements, I think the pool could have been made a bit bigger. Although the sea is right next to the pool. Food is decent, but not brilliant. Plenty of options near by. Well done to all.

We enjoyed our stay at the hotel. The room was spacious & lovely. The staff was very friendly & helpful. We liked the location as it faced the beach and was one block from busy 5th Ave. with tons of shops & restaurants. Daily maid service & bottled water was provided in the room.

Hotel is nice and very quiet - a pleasant surprise for the PDC craze. Value was good, food was only OK but not crazy expensive so that was fine. 3 stars because the service was not good and it felt like I was getting scammed. At every turn they try to force you to use dollars instead of local currency, but the exchange rate is not at all in your favor. I asked many times to be billed in pesos yet they ran my card in dollars. The difference between their exchange rate and my banks was almost $100 for the bill. The woman who processed my checkout was visibly bothered that I asked for correction. In the end not only did she charge me in dollars, she also then charged in pesos, and then she was shocked when I asked for proof it would be reserved or refunded. Overall the hotel is nice and VERY quiet. It is not a scene at all, the pool and bar always empty. But that was nice for us. We were able to relax when we wanted and go to the other Thompson when we wanted more of a vibe. It was quiet there too FYI. Last note: I came here to work and couldn’t because the WiFi never worked and when you called front desk she seemed bothered we even cared. For the price, I expect functioning WiFi and to not be scammed via exchange rate.