The whole property has themed oriented by movies and Hollywood stars all over the place. You can also find interesting quotes inside the rooms by celebrities. Colors combined with purple, grays, and white inside the rooms give an elegant and dynamic atmosphere. Each room has reflected on the floor the initials PH at the entrance.

The following services are also available in the hotel:
- Doctor´s office 
- Distress rates in case of COVID emergency

Location

Costa Mujeres
Cancun International Airport (CUN) : 21 miles

Property Information

Year Built: 2019
Total available rooms and suites: 648

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Resort Details

Amenities

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Activities

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Hotel Advisories

Advisory The Hotel wants to notify that all the guests arriving as of January 1st 2023, the complimentary access to hydrotherapy circuits will be limited over the age of 18 which will be one session per person per stay.
Advisory The Environmental Sanitation Tax of a minimum 33 MXN (approx. $2.50 USD) per guest, per night. This amount is not included in your vacation price and will be collected at your hotel. This fee is subject to change at any time without notice by the hotel.

General Policies & Fine Print

Check In: 3:00 PM
Check Out: 12:00 PM
Minimum Check-In Age: 18
General Policies:

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

4.5 5804 reviews
  • 2.0 star tripadvisor rating
    The worst all inclusive resort

    You should never trust a hotel that goes all out with the best lobby decor. Me and my sister travelled to this resort with very high expectations. We was greeted on arrival by claps from the reception workers to make you feel like a Hollywood star. Our first interaction at check in was by far the worst service we had received in any resort. We was told to EITHER pay the $27 environmental tax or a $200 hold on a credit card. No further information was given to us ie, a map of where to go or that we needed to download the app for practically everything on the stay. The gentleman who served us laughed in our face and said ‘you do know you two are in the family section’. I thought yes what’s the issue? Little did we know what this meant. No one bothered to walk us to the room to show us where to go. The resort is so big that you would’ve thought this would’ve been a standard. We saw guests get carted in golf buggy’s around the hotel with their luggage. My sister and I were left to cart ours around ourselves after a 10 hour flight, 2 and a half hours in Cancun airport and a 1 hour coach transfer. We arrived to our first room and was mortified in the state the cleaners thought it was acceptable to present us with. There was handprints left on the shower door, makeup on the chairs and pillows. My sister works for a tour operator and they could see this as per the booking. We went to guest services and they sorted out a room change for us within an hour. Our luggage was then moved for us which we were grateful for. The food was practically inedible here. The Indian restaurant was worse than the buffet which I’m shocked to say because the buffet served food you would not give to a prisoner! The beans and fried eggs were cold, sausages were fake meat, they had ‘chicken nuggets’ which were dry bits of a chicken fillet chopped into smaller parts, hash browns had little to no potato in them majority of the time. My sister is vegetarian so the options are pretty limited as they are but there was literally nothing she could eat here. We laughed and said we have come home losing weight rather than putting it on which is a complete 360° when you’re on an all inclusive resort. Both my sister and I were unlucky and did get the trots like many others we spoke to. We tried not to let this ruin the holiday. The ‘snack bar’ is a walk in sit down restaurant and you can only takeaway pizza by the pool. I had a margarita pizza one day as a safe bet and the tomato’s were green! The Adult Scene (black bands) and star class (white bands) were also a scam. The times we did go to breakfast, we were sat down by the waiters into these ‘exclusive’ sections, and their food choice is still all the same. With the Star Class the only benefit you get is a butler. If you’re on a purple band and you’re a young girl you will have no issue getting served drinks quickly. We spoke to many families who didn’t get served due to star class and adult scene taking priority. The family pool bar is meant to open 10am-6pm but this was always cut shorter of opening times being 11am-5pm many days. If you want a better drink ask for the brand of liquor you require eg. Ask for an Absolut Vodka with orange juice. Always check your glasses are clean, especially at the pool area as we had to have ours constantly remade due to mucky glasses. The family pool opens at 7am and the ‘pool cleaners’ don’t start working until 10am. In other resorts I’ve stayed in, the pool has always been cleaned before open time. Take the word cleaned lightly because the algae they scrubbed off was left to float in the pool all day. The family pool was closed one day with no one being notified nor no notification on the ape. There was no pool closure sign and the ‘lifeguard’ on duty was stood around waiting for people to get in the pool before shouting at them to get out. In other resorts, you would be granted the option to go to a different pool for the day. No one with purple wristbands at the family pool was given this option. We was also told by staff members we could use any pool on the resort, which was a lie. In addition to closures, the buffet restaurant was closed one evening, again with no notification. Luckily we had booked the Italian restaurant this night and the food was decent enough to eat. However, if this was the same experience as the Indian the night before then we would have no other choice but to order room service, cutting our evening short as we’d have to wait in the room. No waiter apologised for this and no staff seemed to have any idea what was going on!! We received no welcome bottle of drink in our room upon arrival either. Beach is showed as ‘private’ but anyone can walk along this and definitely not private. The decor of the hotel is nice and room service is okay enough to eat every night but who wants to have to sit in every night to wait around to have this delivered. If you do stay here I’d recommend you download the PH Cancun app at check in and book the Italian and Steakhouse on arrival as they get booked up so quickly. We didn’t eat at the steakhouse but this is meant to be one of the nicest a la carte places on the resort. The rest of the hotel was clean and can’t fault the cleanliness of our 2nd room during our stay. Shout out to Francisco the bar waiter who couldn’t have done any more for us. He always made sure our drinks were remade, had such a laugh and was such a pleasure to have him as our waiter the past 3 days. Benjamin the entertainer supervisor and Louisa were also so lovely and couldn’t fault them.

    May 20, 2024
  • 3.0 star tripadvisor rating
    Our experience

    The hotel is very nice and big, you have to walk a lot to get from one side to the other but it is not bad. Reception: From the moment we arrived they welcomed us with a drink, they gave us our room quickly and were friendly. Entertainment: The shows at night are good, and the entertainers at the pool were great, thank you Moises for your good attitude and for making us feel included. Drinks: At the bar the drinks were good, we owe it to Paulino. Room service: Sometimes they did not answer or did not provide the service they left us waiting. Room: Thanks to Maria our room was always very clean. Gym: Is very nice and well equipped, we took the yoga class with Natalia and we were disappointed, the girl doesn't know how to teach a class in English, we asked her things and she didn't understand. Food: The food at the Italian restaurant was excellent, we also really liked the buffet. Our waiter Raul at the restaurant was spectacular.

    May 19, 2024
  • 1.0 star tripadvisor rating
    Terrible don't waste your money

    Where do I start with this hotel !! We got off the coach and greeted by clapping like you are special . That's where it ends . The room they gave us was wet smelt of mould . I went to reception where someone came to the room my shoes had mould on them and the bed was damp . They moved us to a new room within 1 hr . That's telling me they knew they were a problem with the room . The buffet dining room, the food was absolutely awful, would not give it 1 star breakfast eggs freezing cold as was the beans we stuck with omelette as they was made fresh . Green mould and slime in the pool . Dirty glasses round the pool . Sundeds never washed full of suncream and bird poo . Human feces on the beach and in the sea My partner was that poorly that after 4 days, we needed to see the onsight doctor that cost 315 dollars for antibiotics and diarrhoea tablets as the ones we had taken from home were not working . Drinks are watered down some days you would get good stuff then other days you would be told no its for star class only absolute joke we paid over £5,000 for this holiday as it was for my 50th birthday. I hated every bit of my time there and would never go back . Went to speak to max the manager, and he was rude and un helpful . I will say the restaurants you can book are nice and staff are nice and friendly. Burger place lovely and the waitress in there was absolutely lovely sports bar really nice and again staff lovely

    May 19, 2024
  • 5.0 star tripadvisor rating
    Five start resort 🌟

    My experience at Planet Hollywood Resort was amazing. The people who work there are extremely attentive and friendly, some of them are exceptional. Clarissa who works at (pumped and sports gym) was wonderful and caring. I truly recommend this beautiful resort.

    May 19, 2024
  • 5.0 star tripadvisor rating
    Lots of fun

    Awesome place nice gym nice tennis court good time. We spent a week in may 2024 the weather was awesome and the food great lots od nice places to visit. We would strongly suggest the resort to anyone who want to have a great time. Enjoy your vacation.

    May 19, 2024