Planet Hollywood Cancun by Royalton, An Autograph Collection All-Inclusive Resort

Customer Ratings & Reviews

TripAdvisor Traveler Rating

8110 reviews

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  Dr. Coco at PH

  My butlers Dorian and Octavio were the best . They were super attentive, respectful and an absolute pleasure to work with. They were able to fulfill all our requests in a timely manner. We had an updated list of activities and restaurant choice sent with our good morning / evening texts daily . I plan to request them specifically on my return next year. In addition I must add that the staff as a whole were great minor glitch at check with full payment confirmation but other than that it was a breeze

  Sep 01, 2025
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  Adult Scene Package Not Worth It – Poor Service & Confusion

  We recently stayed at Planet Hollywood Cancun for a family friend’s vow renewal and were very excited, especially since we booked an Adult Scene swim-up room with all the package benefits. Unfortunately, the experience fell far short of expectations. At check-in, we were processed like regular guests rather than Adult Scene guests, and despite booking a king bed, we were told it was “first come, first served” and had to take two full size beds. I have never heard of this policy before. Our butler greeted us but provided minimal information about the property. Once in the room, we noticed a strong mildew smell and requested a humidifier, as we were told there were no other rooms available. The butler mentioned this was common across rooms—concerning, to say the least. After that, we hardly saw or heard from him for the remainder of our stay, and we essentially received no butler service. Throughout the resort, staff in general felt disengaged, rarely smiled, and seemed inconvenienced when asked for help. We had to figure out most things ourselves, including how to navigate the property for wedding-related events. Check-out was the most frustrating part. We scheduled luggage pickup, but no one showed. We ended up carrying everything to the lobby, where the attendant apologized, saying he was the only one working. When we tried to check out at Adult Scene, we were sent to the regular desk, then back to Adult Scene again. But when explained we were sent there by Adult Scene they reluctantly helped us. The confusion continued with transportation, as we were told conflicting information on where to wait. Overall, the property itself is beautiful, but the service and organization are extremely lacking. For the cost and expectations of an Adult Scene stay, this was incredibly disappointing.

  Sep 01, 2025
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  Massage and spa

  Excellent facilities for the hydro therapy treatments and spa. Our masseuses Betty & Gabriela were very nice and helpful. And the massage treatment was great…though it was quite expensive as almost everything is in this part of Mexico.

  Aug 31, 2025
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  So pleased we chose this resort!

  The best holiday resort we’ve ever stayed at! Upgrade to star class, our butlers Frank and Ignacio made our stay! Their service and helpfulness and friendliness made our holiday! Everything was effortless and taken care of for us, from our excursions to M&Ms in our mini bar! The whole vibe was amazing as was the food and entertainment. The staff at this hotel are fantastic and a credit to Planet Hollywood! We will be back!

  Aug 31, 2025
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  Great holiday!!

  We stayed in the Adult Scene at Planet Hollywood Cancun for two weeks in August and had a great holiday! The first thing I noticed was how friendly the staff were, everyone you walked past greeted you which just creates a nice atmosphere. Rooms were clean and used items in fridge restocked daily. Aircon & fan combo is great and no damp in our room. We also had a great view from block 16, 5th floor. The main negative thing was the pillow quality, this made my partner struggle with sleep throughout the holiday. I’d say familiarise yourself with the PH app, it’s easy to use for booking restaurants and requesting anything you need. E.g. we requested slippers they were very quick to drop these off. We had a great time around the adult only pool, even when we went down about 9/10am there were always some sunbeds dotted around in pairs. It was a fun lively atmosphere and staff were attentive, I’d like to name a few staff in hope management recognise them for their hard work: Fern & Nando - the best entertainment duo, they have so much energy and create lots of fun especially around the adult pool and beach party. Staff are moved around which I understand, but I definitely think those two are very well suited to entertainment on the adults side! Alejandra & Mildret - lovely poolside and cabana waitresses, very friendly and attentive and happy to help. I liked that they remembered us throughout the holiday, it made the service feel more personal. Restaurants, we managed to try them all which was great. Ironically our least favourite was the Mexican but all the others were nice….especially the Sushi bar and Indian! Also the restaurants all have aircon which makes it so much easier to enjoy your food. Other activities: lazy river was fun and always plenty of spare rubber rings floating around. We also went to the club a couple of times which was fun, not always busy but we had a good time. Sports bar was good for a casual vibe, enjoyed the karaoke at first, but was a little over done (ended up being on most nights). The hotel is about a 30 minute drive to the centre of Cancun, about £12 in an uber, I believe the other taxis cost quite a bit more. We booked with TUI and the hotel reps were great and very knowledgeable (Karen and Ben). We booked a couple of day trips with them which were great. We also booked coco bongos with nexus on site and this was also very well set up. Overall we had a great holiday and would recommend this hotel (adult side) to others.

  Aug 31, 2025