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

Customer Ratings & Reviews

TripAdvisor Traveler Rating

8560 reviews

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  Planet Hollywood Costa Rica: Don't waste your money (Star services was horrible)

  Listen, As a Marriott Boyvoy Elite, I've stayed at all-inclusives all over the world, and I always preach the same mantra: manage your expectations. But Planet Hollywood Costa Rica didn't just miss expectations, it tripped over them, spilled the whole tray of drinks, face-planted, and then shrugged like nothing happened. My group of nine booked junior suites with the Star Butler Service upgrade (roughly $200/night extra per room). The promise? VIP treatment, priority dining reservations, and personalized service. The reality? A masterclass in hospitality failure. The Pre-Arrival Disaster Red flags started waving before we even arrived. I called & emailed multiple times trying to pre book spa appointments and secure dinner reservations for our group. Radio silence. When someone finally responded, they informed me pre-arrival bookings aren't allowed, despite the Star Butler service literally advertising "priority dining reservations" as a perk. Cool, cool. I figured we'd handle it at check-in. The 20-Minute Security Gate Welcome Our airport shuttle pulled up to the security gate, and the guard couldn't find two of our six reservations. Twenty minutes. We sat there for TWENTY MINUTES while they scrambled to locate the "correct list." For a so-called VIP upgrade, this was a humiliating start. Where's the VIP Treatment? You'd think after that gate fiasco, the hotel would've radioed ahead: "Hey, the VIP group is finally coming through." Nope. We rolled up to the entrance and had to unload nine people's worth of luggage ourselves onto carts. A bellman eventually appeared 5-10 minutes later, visibly annoyed that we'd done his job for him. Check-In: A One-Person Show The VIP check-in area? Closed. Staff went home. One front desk agent processed all six reservations individually while his two colleagues helped other guests who arrived after us. No coordination, no urgency, no acknowledgment that we'd paid a premium prices. While waiting, I hustled to the concierge desk to lock down dinner reservations. Big mistake. Fully booked at all four specialty restaurants for both Saturday and Sunday. Our only option? The buffet. You know, the same buffet available to guests who didn't drop an extra $200/night. Oh, and that butler we paid for? Works 9-5 and wasn't available until the next day. So much for personalized service. Management's Deafening Silence Here's where it gets really disappointing. I spoke directly with the Star front desk manager about these issues. I also sent two detailed, professional emails to the General Manager outlining everything that went wrong and offering constructive feedback to improve the experience for future guests. The response? Crickets. Complete silence. It became crystal clear: they knew we were only there for two nights, so ignoring us was easier than actually addressing the problems. No apology, no acknowledgment, no interest in making things right or learning from the failures. That's not just poor customer service—it's actively choosing not to care. The Bottom Line Our first few hours at Planet Hollywood Costa Rica cost us an extra ~$2,000 in upgrades and delivered: a 20-minute security gate timeout, an hour-long DIY check-in experience, zero dinner reservations, an MIA butler, and management that ghosted us when we raised legitimate concerns. If you're considering the Star Butler upgrade, save your money. The standard rooms get you the same buffet access and frustration—just without the inflated price tag. And if something goes wrong? Don't expect management to care enough to respond. Planet Hollywood Costa Rica needs to seriously reevaluate what "VIP" means, because this ain't it. More importantly, they need leadership that actually listens when guests provide feedback—especially paying guests who spent thousands extra for a premium experience. Would I return? Only if they paid me $200/night.

  Feb 13, 2026
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  Not Star Class service!

  Not impressed with this resort. We had a choice between the Four Seasons and Planet Hollywood. We should have stayed at the Four Seasons. I can tell that this resort is managed very poorly. 1. Star check in was very slow. It took 20 minutes to check in and I had to sign more papers than when I applied for a mortgage. 2. Restaurant reservations were nearly impossible to get. The restaurants at 7pm were half empty and they would not take walk ins. They say the empty tables were for the 8pm seating. 3. Food was mediocre. 4. Star pool was nice but too close to main pool so it was very loud there. 5. Drinks were marginal at best and bars close too early. 6. Star lounge had drinks and food but there were no plates, napkins or utensils to eat the food with. 7. Resort was very spread out and you had to take a golf cart to get anywhere. Most times when I called for a cart, nobody answered the phone. 8. I had 2 different reservations. One for Jan 31-Feb 2 and the second reservation for Feb 7-8. When I checked in on Jan 31st, my room had a bottle of wine, slippers, tote bag & fully stocked toiletries. When I checked in on Feb 7th there was no wine, no slippers, no tote bag and a bar of soap and a comb as toiletries. I called my butler and asked for those items and when I returned to the room 1 hour later, they were not there. It took them hours to get these items to me. 9. Star check in on Feb 7th was even slower than on Jan 31st since there was only one person at Star check in. Management should have seen all the people waiting to check in and sent assistance but management was nowhere to be found. Overall, this resort is in need of a major management overhaul. Until this is resolved, I would not plan on returning and I would be reluctant to stay at another Royalton property.

  Feb 13, 2026
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  Cost Rica disappointment

  Disappointing, food was sub par, we could only make 2 dinner reservations at a time, they were constantly booked. Ordered room service twice and the first time it wasn't even our order, second time, multiple things were missing. The 2 woman's restrooms poolside one stall in each was inoperable the whole week. Our mini fridge was hit or miss on stocking and never fully stocked until the day before we were leaving, also the only time all week they left snacks. At that point I felt like it was for a tip Very surprised this is a Marriott property. They should visit other resorts for better planning with buffet and meals in general. We will not be returning to this resort. Their public areas need to smell better, like the lobby

  Feb 13, 2026
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  Excellent service at Planet Hollywood

  Lunch time my husband and I went to Guy’s s Burger Joint . We met Adan Dogman who is waiter . My husband always has a problem to order the drink cuz He has allergy with alcohol then He did not know how to order his own drink. Adan was very polite and patient with my husband He listened my husband and told my husband He will talk to bartender . finally Adan brought the drink for my husband then he came back after Couple minutes to make sure my husband like the drink and offer the other one if my husband didn’t like the first one. Adan Dogman is excellent worker Planet Hollywood is lucky to hire him. We had a good and relaxing time at PH resort. Thanks a lot Angie & Peter

  Feb 12, 2026
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  Loved our stay at PH

  We just got back from a wonderful week at Planet Hollywood Costa Rica. We had upgraded rooms to Star Class that came with the Butler service as an added bonus. Henry was spectacular, checking in with us daily and making sure we had every days agenda and menu for the meals that night. It’s a family friendly resort but we tried to pick a time of year with less children. I know there were some there but we didn’t really see them. Great time!

  Feb 12, 2026