Planet Hollywood Cancun, An Autograph Collection - All Inclusive

Customer Ratings & Reviews

TripAdvisor Traveler Rating

7835 reviews

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  Needs major improvements- quality and customer service

  Just not what we expected. I was very frustrated with the check in process and manager Brenda was not helpful at all. She needs better coaching and training for being at the management level. The rooms were not in the best shape or form. The upkeeping was poor- I saw a q tip with blood on the grounds- outside the rooms. The food was OK- best restaurant was the steakhouse- however the food served at the buffet was not the best quality. The lazy river is not as advertised. its more like a swimming pool- you would have to do much of the work to float. The lagoon bartender was not friendly. The app is useless - hard to make a reservation for dinner. The only three employees at this resort I must say tried to improve our experience was Samuel - bartender at the family pool, Gael at guest services, and Thonly- supervisor. I was considering whether or not I should write a review on here however I felt it's needed so they can improve and guest be aware

  Jul 10, 2025
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  Manage your expectations!

  My family and I (kids 16, 14, and 12) just returned from 6 nights at Planet Hollywood, July 2-8. Overall, it was a great trip. The biggest piece of advice I could give is manage your expectations. If you are expecting 4 Seasons or Elite hotel quality, don’t come here. If you expect world class food, don’t come here. If you expect flawlessly clean rooms and no issues, don’t come here. But….if you want a very nicely maintained, large property, come here. If you want a friendly staff and timely room service, come here. If you understand the food at All-inclusive resorts is hit or miss, come here. Most importantly, if you understand that some times the bar, restaurant or resort can run out of things, come here. My wife and I have been to several top end resorts and several lower tier resorts. This place is great for the value. We didn’t not stay in Star Class, and probably would change that. Better restaurant availability, private pool, butler, etc. even without it, we had a great time. This was the first trip out of the US for our kids, and we felt the property was very safe for them to roam. They all loved the buffet, not that it’s life changing food, but it offers a wide variety of options. Reservations are tricky, you have to reserve 2-3 days in advance in the app, which is super useful, you almost have to use it. Our favorite was probably the Hibachi place, East. Steakhouse was good, Mexican was ok, couldn’t get in to the Italian place, but I hear we didn’t miss much. I would highly recommend making friends with a concierge, ours was Javier and he was exceptional. He helped us get reservations, helped with room restocks, and recommended excursions. Part of their job is to get you to the “vacation club” presentation, which is basically a time share setup for discounts on their resorts. The deals are very good, just not the right time for us with kids at their ages. They will give you perks to attend the presentation, so don’t be shy to ask! All in all, great time. We got back home about 2 hours ago from there and our family concluded it was an amazing trip. Would we come back? For the right setup, absolutely! We are a crew that likes to try new things so we may or may not be back. I would recommend to families for sure, just manage your expectations!

  Jul 08, 2025
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  Moldy rooms and bad service

  I visited this property in June 2025. Check in went smoothly and as soon as I arrived in my room there was an overwhelming horrible smell. In the bathroom the walls were crumbling around the shower and it looked moldy. I called the desk and they said they were unable to move us but could bring a dehumidifier. They also came with some kind of spray, I guess an air freshener that they sprayed on everything. It masked the smell for a short time. The dehumidifier helped with the dampness but not the smell. During our stay several members of our group became sick. It's unclear if this was from the food, or water somehow. While sick we requested more bottled water and they said they were out of it and could not bring it. We had to use some from a friends room eventually. For 2 days they said they were out of water for the rooms. The food at the buffet was average at best. We did enjoy the breakfast restaurant. We could only get reservations at one restaurant and the food was so bad I only ate the rolls. The hotel has potential. It has a lot of fun amenities . But the pools were dirty, the bars were done out of liquors and mixers, and the service was poor. Eventually we decided to leave the property and finish our vacation elsewhere, it was the best decision of the trip. I do not recommend this hotel to anyone.

  Jul 08, 2025
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  Not a 5-star property

  I am a travel agent leaving a review of my clients resent stay at this resort. The grandkids had a fantastic time. They all loved the water. The buffet was great. As far as the resort, I don’t feel it was 5-star. Here are a few issues: 1. There were several places where electrical wires were exposed on the grounds. 2. The Italian restaurant was terrible. 3. The rooms were worn; warped doors, air conditioning not cool enough, all entryway lights out, rooms were very damp, sheets felt very damp, water went out for a while, much of the room decor and metal hardware was corroded from the sea air. 4. Felt unsafe off the grounds; police in the streets on trucks mounted with high power rifles in the truck beds. None of us went off the resort during our visit. To and from the airport was a little scary. These are just my concerns/opinions. We all had a good time on the resort grounds.

  Jul 06, 2025
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  Great holiday at Planet Hollywood

  Our family holiday in July has been incredible here in Planet Hollywood. The staff are all amazing and work so hard. Customer service is fantastic. Rooms cleaned and fridge topped up daily. Special thanks to Luisa and Victor Canto for keeping us informed of daily activities and entertainment which has made our holiday so enjoyable. If you get the chance we recommend swimming with dolphins and the Explor excursions, our boys absolutely loved them, we did too, lots of precious memories made. The kinder family 😌

  Jul 06, 2025