Planet Hollywood Cancun, An Autograph Collection - All Inclusive

Customer Ratings & Reviews

TripAdvisor Traveler Rating

7690 reviews

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  Planet Hollywood Trampoline Park

  Jennifer was amazing at the trampoline park with my 6 year old son! Made him feel so welcome! Mafer, Ricardo, Karla and Geo were also amazing!

  Jun 12, 2025
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  Go see Cecilia at the main bar!

  Planet Hollywood is amazing. But most importantly I would like to point out Cecilia at the main bar at planet Hollywood Cancun. She makes an incredible drink called the cc special. It is absolutely incredible and she is such a delight. You absolutely must go see her.

  Jun 12, 2025
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  My experience in Cancún in Planet Hollywood on june 2025 with my Family and friends celebrating my daughters fifteen bir

  The experiencia was Good. The check in was a Good . My room was clean , the only thing is that one afternoon there was no cold water. The good was Good. The bea h was beautiful. The pools where clean and big. The gym was very good size I would only it to have bottles of water available. In the gym Arlette was very nice and helpful

  Jun 12, 2025
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  Ups and downs at PH

  We had high hopes that this was going to live up to the Autograph collection. Even as we entered the lobby, we were amazed by the attention and memorabilia. After that, unfortunately PH began to disappoint. The check in was long and painful, but I guess necessary. Our room was pretty nice but it's clear that maintenance has not been a priority here. I read guests complaints about cleanliness but our room was ok. Some areas are showing major signs of aging and it's not n old property. Where PH falls short and doesn't live up to the Marriott standard is in food quality and service. Meals appear to be prepped in advance and often times served cold, fully cooked, but cold because much of the food is reheated. The buffet seemed to have better food than most of the restaurants. The biggest disappointment was that the filet served at the steakhouse was a skirt steak and not a filet. It's one thing to have poor quality food but to say your mixed grill comes with a filet, then serve a skirt steak is just a new level of deceit. At PH, any thing involving an extra charge is always fully staffed, but if you need service at the beach, like an umbrella, staff is non existent. The lazy river is 6 inches low on water and is lined with people's dirty empty glasses. For 2 days at no point did any staff member collect glasses. Other guests seemed to have similar opinions on how PH is falling short. Based on my conversations with others and staff, the service and food was much better, especially for Marriott elite members. Since 2023, many cuts on service and benefits began. I'm glad we only stayed 3 nights. A week would have been painful. But so many 5 star reviews here so maybe I'm wrong. I would highly recommend a swim out room. Best way to have your own chairs and clean pool. Also, bring your own dminsulated drink cup.

  Jun 11, 2025
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  DO NOT BOOK CORPORATE TRIPS HERE. Or any other kind of trip. I’m leaving early just to get away from this place.

  Booked a flight home early because I cannot get out of this place fast enough. This was supposed to be a much needed, relaxing getaway. It has been anything but that. Our room is beat to hell. Many of the switches don’t work. Some are covered with tape. There is godknowswhat smeared on the wall. There was hair all over the shower when we got here. The surfaces are stained and dirty. Huge cracks and missing paint everywhere. Doors and drawers that don’t close. Even the bottle of lotion looks like it’s 10 years old. Room service is a complete and total disaster. It actually feels like they’re passive-aggressively punishing you for ordering room service (which is one of my favorite vacation luxuries). Burnt food, cold food, missing items, incorrect orders. I gave them a second chance after my first day’s breakfast order was so ridiculous and they doubled down on their BS with more missing items, incorrect orders and cold, old coffee. How old does coffee in an insulated carafe have to be for it to be cold? I could have overlooked all of the above if the service from the rest of the staff wasn’t so incredibly awful as well. I asked 4 different people over the course of 8 hours to get me a hairdryer that was supposed to be provided in the room, which is why I didn’t pack one. I asked housekeeping, who said they’d put me on the waitlist. For a hairdryer??Never got one. I asked our “personal concierge”, who said he’d put me on the waitlist. Still didn’t get it. I asked 2 different guest services reps, who(shocker) said they’d put me on the list. ***I kid you not, I finally got a hairdryer by trading another guest for a clothes steamer—also supposed to be in the room and wasn’t—and they had been “on the list” for one for more than a day. Today I called the concierge line to express my frustrations…it rang unanswered until I was finally disconnected. At that point, I was done with this place. The staff is polite but they absolutely do. not. care. And you probably need to speak Spanish because that’s how we had to communicate regularly as so much of the staff speaks no English at all. We had our belongings removed from a pool chair when we went down to the beach. We tried to find out where they were taken from employee after employee who didn’t speak enough English to help us. Also, you absolutely must have dinner reservations. Out of alllll of the restaurants, nobody had room for a party of 2 at 9:00 pm on a Tuesday night when our previous dinner plans fell through. It took a guest services rep to finally get us in to the Mexican restaurant. When we went to the sports bar after dinner, my margarita glass had a huge chip in the rim. When I asked for a new glass from the bartender, he said, verbatim, “It’s a plastic glass. It’s fine.” I told him I didn’t want to cut my lip on the jagged edge and he begrudgingly made me another drink, set it on the corner of the bar instead of handing it to me and walked away to the kitchen without a word. He was actually rude to me because I didn’t want to drink from a broken glass. Incidentally, we had gone to the sports bar to see karaoke—which was canceled because the karaoke system stopped working. Pools close at 7p. Almost everything else closes at 10. So it’s dead at night and the resort is secluded so there’s nowhere to go and not much to do that doesn’t involve going somewhere in a cab. Their final F you to me was actually refusing to let me get into the taxi to get the hell out of here until I filled out a form explaining why I was leaving early. My wristband was turned in, I had nothing outstanding and they would not let me physically leave the resort until I filled out that This is, at best, a 3 star resort. If you have ever stayed at anything better, you will be extremely unhappy here. If you’ve ever stayed at a clean 2 star hotel with good service, you will be extremely unhappy here. KC room 25-207 >>This was a business trip. Please don’t book this place for corporate events.

  Jun 11, 2025