Planet Hollywood Cancun, An Autograph Collection - All Inclusive

Customer Ratings & Reviews

TripAdvisor Traveler Rating

7835 reviews

• 

  Planet Hollywood family get away

  Dorian and Octavio were top notch. Help us with planning everything from daily activities for the kids, diners, spa to outings off the resort. Our rooms was bananas 21201 if we come back to this property we would 100% request this room but would not come without doing a directors suite that's for sure. If your coming with 1 or 2 kids this should be a no brainer of an upgrade. I would HIGHLY suggest a trip to Isla Majures as well. Dorian guided us as we wanted to go about this on our own so told us where to go and what companies to use for the fairy etc.

  Jul 11, 2025
• 

  Overall 4/5

  My family and I stayed here the week of July 4-11. We had an overall enjoyable stay. We found the resort looked a little dated and dirty in certain areas. We found staff and service hit or miss. Some staff went out of their way to make our stay a little more pleasant. Special shout out to Oliven who handles the bags upon check-in and check-out. His energy is really unmatched! We also found the staff at pumped helpful and friendly (Abigail, Arleth and Dani were great and we thoroughly enjoyed the boot camp class and gym equipment). We had a bad experience at the Braza steakhouse as we were seated outside and felt like we were ignored and not a part of the experience. Alternatively we had a great time at the Tempenyaki restaurant - the staff there were very attentive to our needs. The buffet had a great variety of fresh food but did get a little repetitive by the end of our stay. We particularly enjoyed the daily fresh fruit selection, guacamole and grilled meats. The beach was hit or miss - some days we had a lot of seaweed and others were almost crystal clear. We appreciated that the resort tried to clear as much of it as possible. The lazy river my have been one of our favourite features - enjoyable for the entire family. Overall good stay.

  Jul 11, 2025
• 

  Disappointed – Far From a 5-Star

  We recently returned from a 7-night stay at Planet Hollywood Cancun, and I must say we were incredibly disappointed with the overall experience. This resort falls well short of its advertised 5-star rating and does not deliver the modern luxury one would expect at this level. To begin with, the kids’ water park area is rusting extensively, which not only looks neglected but also raises serious safety concerns. Rust on play equipment presents a risk of injury and potential infection, not something any parent wants to worry about while on holiday. In addition to this it’s peaking summer time and not all the water features in the splash area or lazy river were working. The dining experience was equally frustrating. To access most restaurants, you’re required to use an app-based booking system. Unfortunately, the app didn’t work throughout the majority of our stay. I spoke to four different staff members, all of whom told me it was simply down to a lack of availability. It wasn’t until day five of our seven-day holiday that a more helpful staff member finally explained that the app doesn’t function as one might expect and personally assisted me with booking meals. By that point, most of the trip was already compromised. Cleanliness and maintenance across the resort are noticeably poor. Restaurant chairs often had dried food stuck to them, clearly not being wiped down properly between guests. m honestly so disappointed in the food quality — this is nowhere near 5-star dining. The meals were bland, poorly presented, and completely lacking in flavour. I ordered a korma expecting a rich, mild, creamy, taste with subtle nutty and aromatic flavor, what arrived looked and tasted absolutely awful. It was watery, had no depth of flavour, and felt like a cheap attempt at something that should be a signature dish. For a resort that claims to offer a luxury experience, the food standard was a complete letdown. The same goes for the sunbeds, which showed visible mildew buildup, likely from being constantly damp and not properly cleaned or aired out. Our room was also damp, to the point where our bed felt moist and even the clothes in our suitcase developed an unpleasant smell. The furniture was chipped, dated, and poorly maintained, cupboards didn’t close properly, and the overall décor felt tired and in desperate need of refurbishment. The buildings around the resort are also showing wear, with peeling paint and general neglect visible throughout. A particularly upsetting incident was the theft of my wife’s sunglasses, which were personalised and easily identifiable. We actually spotted the individual wearing them, but when we raised it with staff, the situation was dismissed and brushed off, with the individuals conversing in Spanish leaving us completely in the dark and feeling unsupported. In conclusion, this resort is not a 5-star establishment by any means. At best, it offers a 4-star experience, and even that is generous based on our stay. It lacks the attention to detail, cleanliness, service quality, and overall luxury that should come as standard with a true 5-star destination. I wouldn’t return, nor would I recommend it to others, especially those expecting a premium family resort experience.

  Jul 11, 2025
• 

  A wonderful family vacation!

  We went as a family of 7 ages 20-80 and had an amazing time. We stayed Star Class Adult Scene and had an exceptional experience. Our Butlers- Susy and Molly took exceptional care of us. They went above and beyond to make sure our family had a terrific time! They met our every need and the word "no" is not in their vocabulary. We rented a cabana for several days as well, and Roger and Marco took exceptional care of us by our cabana and pool. I highly recommend this resort -and staying Star Class. The staff is exceptional, the rooms are large and clean. Overall great time!

  Jul 11, 2025
• 

  Great resort, but their resort app is rubbish

  The resort is great for families and adults, but the restaurant booking app is rubbish. Evening bookings are always fully booked but when you get to the restaurant they all have empty tables. For an all-inclusive hand, $10 or so, and you will get a table straight way. Swimming pool bars are good, but no premium drinks. Rooms are good size . Entertainment is average and aimed at kids only, and adults wait till the weekend. They have 1 adult disco that does not start until 10 pm, not helpful for some. I'm not sure if this surpasses Sandals for me. Don't think so..

  Jul 11, 2025