Property Information
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Resort Details
Hotel Advisories
General Policies & Fine Print
Check-in Policy - Hotel requires a credit/debit card authorization upon check-in for incidentals; this will place a hold on your funds.
Convention Policy - Individuals attending a convention cannot book this property for their stay. If found attending a convention, guests may be subject to higher room rates upon arrival.
Hotel Spring Break Policy - This hotel cannot guarantee a spring-break-free environment.
Transfer Policy - A price may display when children stay free, if your vacation includes transfer to your hotel.
General Information - Room taxes and service fees are included in vacation price. Minimum night stay restrictions may apply. Reservation changes may not be permitted unless authorized by the hotel.
Customer Ratings & Reviews
TripAdvisor Traveler Rating
3141 reviews
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Oct 02, 2024Planet Hollywood adult scene is more like a not so adult crime scene
Avoid this hotel at all costs! The food is abysmal. The bookable restaurants are always closed. Only open on Friday and Saturday. While some of the staff is friendly, there are quite a few here on the scene that could use some customer service training The hotels beach is literally riddled with human feces. At first, when we stepped it in the water, we thought it was perhaps roots, but some washed up on shore, And we stepped in it just to confirm with our water shoes, meltdown, and smelled it and rest assured it was poop . I'm sure the hotel is aware, but not saying anything The room smell really bad, especially the showers that rank with mildew.. These people have the nerve to try to upsell you on everything I don't know why hotel as it is literally flanked by the family hotel so kids are running around everywhere. This is not a true adult hotel- False advertisement If you're thinking of a getaway, don't do it here You will regret it. I'm sure a lot of the reviews here to pump it up a little bit our self manufactured. This site will not allow you to upload videos, so I'll post a couple of photos
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Sep 28, 2024Great resort, excellent staff!
I stayed recently at the Planet Hollywood resort in Cancun, and had an excellent time. The staff couldn't be more accommodating, they're really top-notch. Yomelly and Isacc, the butlers who assisted me, were two of the most helpful, friendliest resort employees I've interacted with anywhere (and I highly recommend the Star Class upgrade). I also had a great time talking with Marlon, a waiter at the buffet restaurant. As soon as I finished a glass or plate, he was right there to refill or take away. I hope to be back soon!
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Sep 25, 2024Birthday 3 nights visit
This was my third time staying at this resort and will share the pros and cons. Pros: Great customer service. Everyone that works there shows how my they love their jobs. I stayed in a star class suite and Yomelly (my butler) went above and beyond to make my experience pleasant. It was my 40th birthday and he took the time to decorate my room himself and made sure I had all my requests taken care of. Marco, Alexis L, and Erik M at the adult pool bar were always attentive and remember what I wanted to drink each day. Made casual conversations and kept me entertained. I recommend to make sure and eat at Catch and Gusto. Also make sure to visit the spa and book an appointment. A new feature for star class lounge by the front desk, there’s various of bottles to make your own drink. This was a big perk on the availability of liquors besides beer and champagne or wine. The resort and the beach are very clean and maintained. Cons: For my third visit, my intentions were to stay at a star swim out suite. When I arrived, I was told it was overbooked. BIG DISAPPOINTMENT in management. I asked since I arrived first and others were still available, if I can keep my reservation and was told no. The service recovery they did was an upgrade; not what I wanted since I stayed in that room prior visit. I tried to reserve a specific room in advance and it never worked. I even emailed the reservation as recommended and no response. Because the pools close at 7pm, I specifically wanted to stay at a swim out room. Advice to make sure to pay in advance the extra fees and get confirmation of the room prior to arrival to avoid an unpleasant check in experience. Next, cabana reservations. I booked in advance on the app when I arrived I was told nothing only name. Apparently, you need to pay first and check in first before reservations are valid. Star class pool, if you go with non star class members, the workers are very strict. Others non star class cannot eat nor take out food. I found it a bit offensive to follow me to the adult side and tell me that a member of my party not allow to eat. It could had been handled differently by saying no to go meals.
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Sep 25, 2024
Star Class all the way! ⭐️
Get star class when you book this resort! It’s worth it. Miguel & Damien took care of us from the start of our trip to the end. Great service& food throughout the resort. The rooms can be fixed up a bit, the doors need to be fixed & there is rust in the showers. The room we got was a star class swim out room on the adult’s only side. It was clean and spacious. I enjoyed every perk Star class has to offer. Ricky Bobby was one of the concierge who decorated our room for my boyfriend’s birthday! It was great. The only thing I wish was when I called them to clean the room to take the balloons out, all they did was take them off the bed. I wanted them out the room. The star class lounge has a lot of liquor you can pour yourself or have the bar tenders make you a drink. The staff everywhere always greeted us with a smile & every waiter/waitress always catered to our needs and wants. We will be back to bring the lil one.
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Sep 23, 2024
Star Class Worth the Extra $-Best service!
We traveled to the resort in August with our 4 and 6 year olds. It was our first trip to an all inclusive so I was considering star class and wasn’t sure if I wanted to pay extra-but in the end I’m really glad we did! Not only did we not have to wait in line ups at the buffet with hungry kids, we also had the best butler Yomelly Hermes to take care of us during our stay. From emergency deliveries to our location at the kids pool, to mosquito bite help - Yomelly was there. He recommended and planned our dinners and best of all, he planned a surprise for our kids in the room which really made the trip memorable for them. ❤️ Thank you Yomelly for your kindness and care and the whole PH team!