Planet Hollywood Cancun, An Autograph Collection - All Inclusive

Customer Ratings & Reviews

TripAdvisor Traveler Rating

7932 reviews

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  A good holiday but, it could be exceptional.

  Having read a number of the reviews in the build up to the holiday, we were unsure what to expect when we arrived at the resort and while some reviews seem OTT, most are on-point. It was clearly a 5* resort when it opened and as far as mass catered all-inclusive holidays goes, it is more like a high 4* in our opinion but still knocks spots of an equivalent EU all-inclusive. The Resort: Considering the volume of people that stay at the resort and the footfall it is largely very well kept and the onsite grounds people and cleaners are constantly working to keep it as such. That said, it does feel like it could do with some TLC in places. The rooms are big and spacious (we had a Directors Star Class Suite) and largely comfortable with the fridge well stocked with drinks. However, they do get damp and we needed to empty our dehumidifier daily plus, the wardrobe doors were unsecure/not flush, and the brown water when you turn the tap on - that's a thing too...! The jacuzzi wasn't used but wasn't very clean, neither was the bathtub as both seemed like they needed a good flush through of water before use. The pools are big enough to accommodate everyone but, you do need to be there at 6-6:30am in the non-Star Class pool or 7am at the Star Class pool to get a sunbed, otherwise it's the beach! The pool entertainment was great when on. The kids loved the water volleyball, waterbomb fight, and my wife loved the aqua aerobics (for the lols). Our children loved the Flow Rider with the staff there being excellent. They spent the full day on it and didn't get bored for a single second. The gym is excellent. The Food & Drink: We found the food at the hotel to largely be very good. We used all of the restaurants with East and the Steakhouse being the pick of the bunch for us. East had great service, food and atmosphere with the Teppanyaki there. There are a wide selection of restaurants so you won't get bored with the selection. The only negative experience was the Italian, the staff were run off their feet and service was poor the night we went. NOTE: with Star Class, you definitely get priority on restaurant bookings. When using the app there would be no availability for "normal" class yet would have all key times available for Star Class. I would not go to the resort without upgrading unless you don't mind the buffet for most of the trip. The buffets had a wide variety and some very good quality too. There would be fresh meat, fish, sushi, Mexican, everything. All done to a very good standard when on-mass. We especially liked Shores for breakfast and a big shout out to the staff there - they were brilliant. There are plenty of bars and with the Star Class pool you get much quicker access and service for drinks. The downside - the alcohol is very clearly watered down! This was extremely disappointing as while we appreciate it is catering for the masses, it seriously lets down the "Star" experience and considering the cost paid, the resort shouldn't be scrimping on this area. You shouldn't drink all day in the sun and not feel like you've had any alcohol! We felt cheated with this. The Staff: Firstly - with the Star Class upgrade we got concierge service and our two guys were brilliant. Huge thank you to Frank Hernandez and Ignacio Cruz, both couldn't do enough to help us with our stay and were always on hand to support any requests that we had. Restaurant service was largely positive and the staff were friendly, engaging with both adults and children, and food was served promptly as were the drinks. Pool service - this seemed to be mixed depending on what day you were poolside and if you were at the Star Class pool or not. Some exceptional service on the "normal" pool but then would seem to disappear some days... We spent a day in a Papagayo - this was well worth the money of $150 with exceptional service and a bottle of Vodka and mixers included. Cleaning - the staff work hard on this and our room was always cleaned promptly and well every day. Excursions: We had two trips but these were booked independent of the hotel. These were to Xplore and Xel-Ha. If you are looking at going anywhere I cannot recommend both places enough, especially Xplore. Just be prepare for a 2-3 hour trip each way but, IMO it was very much worth it! The Shops: Nice to have these onsite but, they are super overpriced. I was ill for the last three days of the holiday and had to pay $40 for a single 8 pack box of Imodium!!! This is robbery considering it is for people that are ill!!! The Illness: During the last three days of the holiday I was as good as bedbound with severe bowel issues. I had put this down to bad ice as with exception of drinks I had the same as my wife all day. Having since read some of the other reviews on here, there is clearly an issue at the resort with Tui diverting some bookings. I'm now 9 days post start of the illness and it still hasn't subsided, pending results from samples with the Dr. This could be coincidence and if so, I do not want it to show badly on what was all around a positive holiday and experience. Summary: With exception of the illness, we had a great holiday with the resort and people who work there certainly helping this. Yes, people can pick at all small flaws (and rightly so when spending this type of money) but, it is a high footfall all-inclusive resort. At the same time, the hotel management really do need to sort the rooms out with with cupboards, water and humidifiers, as do they with the drinks being watered down. This brings the hotel out at a good 4* all-inclusive resort IMO, sort those things out and I'm sure it would get back to what the former glory seemed to be.

  Jul 29, 2025
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  Upon return I lost 22 pounds in 25 days sick with Cyclospora. After 3 rounds of Antibiotics I am starting to feel better

  Upon returning from PH I lost 22 pounds in 25 days sick with Cyclospora. After multiple trips to the ER and three rounds of antibiotics I finally starting to feel better. I can’t believe I spent over 10k to get so sick. I thought I was going to die.

  Jul 28, 2025
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  Flow rider

  The flow rider is the most exiting activity in the hotel. All staff members are so king and welcoming, they made this vacations come true, special thanks to Edson

  Jul 28, 2025
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  A Family Holiday - 2 weeks Vacation

  Overall, a fine place to have a holiday, hoping that you enjoy the PH experiences and you don't get sick. In general, weather fantastic, staff are friendly, location/resort is good and close to the beach. Good choice of pools, restaurants and bars. Entertainment on in the evenings and always things happening for children. It can be a struggle to find seating or to get sunbeds in a morning if you're not there to reserve by 6.50am. We noticed the butlers were reserving sunbeds for guests on their behalf for an bonus tip. Staff react well to tipping and you generally get a better service when you tip a few extra dollars here and there. The rooms are fantastic, but can be very damp without a dehumidifier, we requested one straight away and luckily we had one. We emptied it 3 or 4 times a day, our clothes would be damp and ruined without it. There's lots of staff onsite ready to sell you spa packages, massages, timeshares, excursions and even to do the fast car experience. There are gym facilities and even a planet play room full of games and arcades for children. There will always be lots of positives and a few negatives with any hotel stay. Positives - having a selection of restaurants and a PH app! - weather - close to the beach - lazy river - food selection in main buffet and the gelato ice creams - lots of stuff to do for children/families Negatives - pricey (not worth the cost we paid) - check in/out (the whole procedure needs a rethink, especially if you are star class or have a butler) - not everything works (basketball net missing, showers from the beach not working, broken deinking glass found in the grass in the early mornings, jacuzzi and swimming pool sprinklers/jets not working) but we still managed, staff try to fix the problems. - Bars didn't open when they say they would. Breakfast opens at 8am... but opened 15 minutes late. Bar opens at 10am but started serving water and drinks from 10.20am - seaweed issue (general issue) off putting on the beach and should clear it up more frequently. Overall a great place to visit for families, I think there are better resorts for the money spent. But we had a great time as a family and I know my family, with small ones, would come again.

  Jul 28, 2025
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  Pick your times

  We are here in ‘normal’ class. Room is decent and you can ask for a dehumidifier which is useful. Mini bar regularly stocked and rooms made up daily. Room is clean and we have two king size beds (family of four), which is just fine. My biggest piece of advice is to be organised. We have managed to get into every restaurant on every day that we have wanted to and at the time we have wanted by being organised to book them on the app as soon as the day opens. Also, if you are an early riser then you will benefit from no queues. We have breakfast at circa 7am and walk straight in. We then have Guys for lunch at 11:30 qnd again, no queues. If you eat at the buffet for tea, then again 7pm, no queues. If you don’t pick these times and go at peak times, then you can queue for a long time. There are people that put towels down around the pool early and then disappear but security will at times remove the towels, which I applaud. First hotel where I have seen this happen. We tip the Guy around the pool $5 each day and he brings drinks as the queue at the bar can be long. We weren’t a big fan of the Mexican restaurant but liked all the others, especially the steakhouse - great rib eye! Very good gym and good quality facilities. Three tennis courts too bit too hot for us! Nothing is perfect anywhere you go but overall, we’ve had a great holiday and have enjoyed the resort Luisa, on entertainment is very good and friendly.

  Jul 28, 2025