Does anyone know if it is the custom in Mexico (specifically, Playa del Carmen area) to refer to flo

Does anyone know if it is the custom in Mexico (specifically, Playa del Carmen area) to refer to floors in a hotel like they do in Europe, that the first floor is really one floor up or what in the US would be called the second floor?
I have been communicating with a hotel which is a smaller local one and there is contradictory information as to my room reservation, where I asked for the top floor which is the 3rd floor by my terms (they have a ground floor and two others on top of that), and I stayed there before with a room on that floor no. 307. IN one email they called it the third floor but in others they say I have a room on the second floor and that the second floor is the top floor. I have even quoted back to them their original offer for a room on the third floor and asked them why they now say the top floor is the second floor, but they won't answer my question directly.
Typically the ground floor (or what is called in the US 1st floor) is "planta baja" (lower floor, literally) and is usually the floor with the lobby. And what in the US would be called the 2nd floor is typically the "primer piso" in Mexico, translated literally "1st floor", the 3rd floor in US would be the "segundo piso", or translated literally 2nd floor. And it can vary from one speaker to the next. But the above is common among smaller, perhaps older hotels.