Planet Hollywood Costa Rica, An Autograph Collection - All Inclusive

Customer Ratings & Reviews

TripAdvisor Traveler Rating

8172 reviews

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  Find Another Place to Stay!

  Just returned from a 3 night stay and would NOT recommend this hotel to anyone! I am a Marriott platinum member I am very disappointed at the level of customer service at this hotel. We were on a family vacation with our young adult children and booked three rooms. It is impossible to get reservations at any of the restaurants because your reservations are restricted to the amount of people in your room. No one at the restaurants nor the front desk would help us book a table for 6. Kept stating you could only make reservations based on the number of people in your room. So much for family dinners at this resort. We even reached out to the hotel prior to our arrival to book the hibachi grill which was confirmed for Wednesday at 6:00 via email. When we confirmed on our arrival the restaurant had no reservation under our name and demanded a copy of the email in order to give us a seat at the table. In addition to encountering challenges with booking restaurants we also had trouble booking at the spa. They push their app stating making reservations is “hassle free’. This could not be further from the truth. We got on the app, booked what showed as open at the spa and kept getting our reservations “rejected” with no explanation as to why or at least a recommendation of what time would work. To sum things up…. we spent more time at the front desk sorting things out than we did enjoying our time at this resort. This is by far the most disappointing Marriott property I have ever stayed at.

  Jul 05, 2025
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  Great property- terrible room.

  We initial booked to stay at Buena Vista Lodge for 4 nights. We noticed that all the activities can be done in one day hence, we decided to leave early and spend a few nights at one of the resorts. My original choice was the Andaz but since I was traveling with a child- I opted for Planet Hollywood. Their online reviews were good and they have a lot more activities.  The check-in process was a bit confusing- 5 agents but only 2 doing check-in. We were eventually checked in approx. 15-20 mins later.  The property is amazing, a lot of different restaurants, load of activities. The best decision we made......... However, we were checked into room 24303-great room, amazing views with a very funky smell/odor. We thought the smell how disappear so we went to the beach/pool. We arrived back to the room later that night but the smell/odor was even worse. It was late, the child was tired so we decided to sleep with the door to our balcony opened; we woke up all bitten up and swollen. The door also had an internal mesh door so we were a bit surprised as why were all bitten up. We spent the next day at the beach and did some of the pool activities. We went to our room approx. 7pm but again, the smell/odor was very bad.... again, we slept with the door opened. The next morning- we are all swollen and bitten up by bugs and mosquitoes.  We checked out on Monday and brought the issue up with the check-out personal - however, all she wanted to talk about was my bill- not the issue raised.  I also sent an email to the hotel about the room on the day I checked but no reply.  Despite all that- I would recommend this hotel. It’s a very beautiful property, people are nice. I’m used to 110% service and somehow, my experience was lacking a few % but overall it was ok.  
My room experience was a turn off- not just for me but the family.

  Jul 04, 2025
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  New adventures

  The staff went above and beyond to ensure our group of 87 adults and children had a good experience. It was great that we had various options for meals.

  Jul 04, 2025
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  not what they promise

  resorts rates themselves as a 5 star resort somehow. it is not. lovely resort, but the food is dreadful. even the branded guy fiery spot with burnt burgers. no waiter service at pool. no service at beach. app they use is awful. and the restaurant service is abominable. cant' check in til 3pm as a policy so get ready to be with no room. dinner reservations will also be all booked up on day you arrive. no one is coming to pick up your bags at check out, even if you call. no elevators so hope you like stairs. if you go there expecting 5 stars, you will be disappointed.

  Jul 02, 2025
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  Disappointed Experience

  Greetings, I decided to take my senior citizen mother on a mother and daughter trip. I selected this particular resort in hopes it offered excellent service and amenities. When we arrived we were greeted with an applause and adult cocktail. This was a great start. We waited to check in for approximately 30 minutes, only for the resort to GIVE AWAY our room with double beds. The resort acknowledged they received my special accommodations request, yet it was ignored. We were forced to share a king size bed for three days. When we arrived to the assigned building there are no elevators. We were assigned to the second floor. My mother and I had to carry our bags up and down the stairs. In addition she had to walk up and down the stairs after already walking down a steep hill to get to the assigned building. The resort scheduled a dinner reservation when we arrived, however the restaurant did not allow us to enter until the exact open time. Meanwhile they allowed other guest who were of a different race to enter prior to the opening time. After dinner we proceeded to the Nexus tour attendants to purchase an excursion. We decided to explore their Volcanic Adventure. This "adventure" states we will walk at the foothills of the volcano and see the crater. We DID NOT walk on the foothill or see a crater. The tour guide informed us it is actually illegal to go to the volcano. We paid for a volcano but did not receive it. Nexus sells false advertisement and gives half their "promises".

  Jul 01, 2025