Hilton Playa del Carmen

We stayed at Hyatt Vivid Playa del Carmen in April 2026 and were threatened and harassed by Gabriel Cob (Night Manager).

On the evening before our departure, we received a phone call at 8:00pm during dinner informing us that the hotel needed to inspect our room because of a reported leak in the room below. Our jacuzzi tub had been used normally and filled to an appropriate level. It never overflowed, there was no water on the bathroom floor, and all of our belongings left on the floor remained completely dry. We were never contacted again that evening with any findings, and when we returned to our room, there were no visible issues.

The next morning at 6:00am checkout, we were told by the night manager that we were responsible for $1,500 USD in damages due to an alleged overflow. He took us to the room below, where the only visible issue was a ceiling pot light that had been removed and towels placed on the floor to catch water. Based on what we observed, the damage did not appear consistent with the significant flooding we were being accused of causing.

We explained that the tub had never overflowed and asked for documentation supporting the claim, such as repair invoices or evidence that we had caused the damage. None was provided.

What happened next was the most upsetting part of our stay. When we asked for written details of the incident and the manager's contact information, he refused to provide either. We were then told we would not be allowed to leave the resort or board our scheduled airport shuttle unless we paid for the damages. Staff at the front entrance were reportedly instructed not to let us proceed. With our transportation and flight at risk and kids back home, we felt we had no realistic choice but to provide our credit card. A reduced charge of $752.92 USD was processed before we were allowed to leave.

The entire interaction felt intimidating and coercive. We were never shown evidence that we had caused the leak, and based on the circumstances, we believe it was more likely a plumbing or maintenance issue than guest negligence. After returning home, we also found reviews from other guests mentioning ceiling leaks, which further raised concerns.

We have since requested that Hyatt review the incident and provide documentation supporting the charge, but the response we received inaccurately stated that water had flowed from our balcony, which is impossible given the layout of the room. The jacuzzi is located on the opposite side of the suite. They have declined to provide any evidence of damages or a maintenance report - and took the money from our credit card.

We understand that accidents can happen and that hotels sometimes need to investigate damage. However, guests should not be pressured into paying substantial charges without evidence, especially under the threat of missing their transportation and flight.

Unfortunately, this experience left us with a very negative impression and a feeling of disgust by such management towards four single women. We left feeling taken advantage of because of our demographics and can't believe (well we can believe it, but deeply saddened by it) this type of harassment is allowed. We hope Hyatt reviews its policies for handling these situations so that future guests are treated more fairly and transparently. I highly suggest you choose another resort that will hopefully treat you with more respect. And Hyatt - please provide a report of what "maintenance" in the walls was required and completed within 10 hours without any demo to the walls to...

I went solo but it was still amazing and so much fun!! Everything was so clean and the food and drinks were amazing! Everyone was so nice as well. Love this place so much!