Planet Hollywood Cancun, An Autograph Collection - All Inclusive

Customer Ratings & Reviews

TripAdvisor Traveler Rating

6933 reviews

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  Fun Family Vacation

  We had the best week at PH. The hotel was clean, food was good and the best entertainment at the Star Class Pool thanks to Luis “Wuicho” and Johnny. They kept the fun and good time going all week long! Thank you wuicho for your good attitude and fun games, we will miss you!! Los chilenos de la piscina!!

  Jan 19, 2025
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  Planet Hollywood Cancun: Great Beach & Cabanas, Mediocre Everything Else

  We stayed at Planet Hollywood Cancun for 5 nights right before Thanksgiving, hoping for a fun, all-inclusive experience with great beach vibes and activities for the kids. Spoiler alert: it was a mix of "meh" and "what were we thinking?" compared to our past Cancun stays (Moon Palace Grand, you have my heart). Before we even arrived, I was bombarded daily by different virtual concierges trying to sell me spa treatments, cabanas, and "exclusive" deals. I booked three pool cabanas, which was a breeze thanks to their relentless pursuit of my money. The catch? They promised top-shelf alcohol with the cabanas, but what we actually got was a cheaper version of everything—think JW Red Label instead of JW Black. Yeah, not the same, but at least they eventually honored it after a little escalated drama. Pro tip: if you book a cabana for the booze, double-check what you’re really getting. Check-in was a solid 30 minutes of standing around, because apparently, "early" means you’re stuck in limbo until you’re allowed to be mildly disappointed by the room. Speaking of the room: spacious? Yes. Stylish? Absolutely not. It’s clear they went with "budget chic," and by chic, I mean it looked like they bought materials from the "everything must go" section of Home Depot. The humidity odor? Strong enough to be a full-body experience every time we opened the door. Add in closet doors that wouldn’t stay shut and you’ve got yourself an exciting game of “Will the door stay closed long enough for us to get some sleep?” The view from our room was almost *Instagram-worthy*—if you like mini golf courses and kiddie pools with a hint of ocean in the background. The sunsets were a redeeming feature, though! Now, let’s talk about the cabana situation. Renting one for three days was absolutely the best decision we made—mostly because we had a prime spot, great service, and our own personal oasis. Our waiter - I wish I remember her name but she’s in my pictures - WAS INCREDIBLE!!! Give that woman a raise or a promotion because she was everything this hotel should have been and more!!! As for the bottle that came with the cabana this was *almost* as promised, and I’ll say this: if you’re into JW Black, you may want to double-check your booking because I nearly had to stage a rebellion to get it. The staff was fantastic, though, so they did what they could to make it right. Pro tip: Bring straws because they are eco friendly and anti straws in Cancun. The grounds were lush and the pools were, well, pools. There was a lazy river that could have doubled as a polar plunge, and big iguanas were the closest thing to wildlife we saw. Foam parties were so much fun, but the synchronized mermaid show? A hard pass. I’d rather watch paint dry than those mermaids do their thing. Mini golf was fun, but apparently, they don’t believe in enough clubs for everyone, so be prepared to wait. At least the beach was lovely, soft sand and drinks coming at you like it’s a competition. As for food, wow, where do I start? If you're looking for fine dining, this is not it. We tried the Gusto Italian restaurant, Sunset Strip steakhouse, Teppanyaki, La Cocina Mexican, and more. Every meal was plagued by slow service, and it was clear they were understaffed. We didn’t do Star Class but still had to fight the reservation battle every evening. The highlight? La Cocina and Teppanyaki—barely keeping things afloat. Oh, and if you're considering pizza, prepare to spend the equivalent of a small eternity waiting for it. Two hours for a pizza at the pool? Not my idea of fun. Room service? Absolutely awful. I called about a missing hair dryer and waited 23 minutes just to hear that they couldn't promise one within an hour. Spoiler: I never got it. My mom had to lend me hers from across the property, which, as you can imagine, was a super convenient solution. If you're a light sleeper, pack earplugs. Two nights were ruined by a wedding party so loud I could lip-sync along to the tunes from three buildings away. The front desk couldn’t give me an ETA on when the music would stop, and frankly, I felt like I was at a nightclub, not a family resort. This hotel clearly doesn’t understand the concept of “quiet time.” The kids tried the arcade and trampoline park, which were fine for about an hour, but the arcade felt like an afterthought with barely any games. Finally, the location. If you’re into staying on a remote island where you need a car to do anything, then you’ll love this spot. But if you’re hoping to venture out to explore Cancun’s food scene or attractions, start Googling car rentals because you’re miles away from anything. In the end, we made the best of it and our family had a wonderful time, but honestly? We won’t be back. Planet Hollywood Cancun has potential to be good, but it’s more of a "meh" than a "wow." Next time, we’ll stick to what we know works.

  Jan 17, 2025
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  Great food and staff !

  The food is amazing everywhere and the place is very safe. I enjoyed the adult scene ; it was a mostly quiet and restful experience. The meat at Braza is the best I've ever eaten ! I ate there 3 days in a row ! The staff is really amazing. All of them speak english. Shoutout to Paulina and Clarissa at the gym, Manuel our waiter at Braza is sweet and smart and made our best experience of the stay. Moises and Andres at Catch Constructive: Music selection at SoCal (the buffet) is ok, but the volume is too strong, especially at breakfast. Could have enjoyed second coffee shop where we can chill and read. USD prices in shops is prohibitive for canadians. Very hard to reserve restaurants with the app. there could be more mexican/cuban/caribean music. The machines at the gym have lost most the labels of weights. That's an easy fix. I regret not having taking the star scene to be able to have a chair at the beach and access all the restaurants.

  Jan 17, 2025
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  Excellent

  Excellent resort! Beautiful beach!, great service and food. Our butlers Josiah Garcia and Oscar Q. were the best butlers we have ever encountered at any resort we have ever been. They took excellent care of us in getting anything we needed, checked up on us frequently, booked all our restaurants for us and the times and days we wanted them, and handled booking our cabana and golf trip. Top notch!!

  Jan 17, 2025
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  Family of four - honest review.

  I’ll first start with my family and I have been to numerous resorts such as The Finest, Garza Blanca, SLS, Hyatt Ziva, Dreams properties and The Grand - some of these resorts several times. Our two girls are both 11 and we just wanted to give PH a try because of all the entertainment and things for kids to do. We were the Star Class One Bedroom Directors Suite (ocean front) that was in building 21. The two butlers Octavio and Jessy were the best. They really cared, made our stay special and were super accommodating. Five out of five stars for both of them and the service they offered. The room was great, clean, spacious and private but being a newer resort, it is already showing its age; for example some cracks in the glass of mirrored doors and drawers and cabinets were broken. Few bullet points: Pros. - We want to again recognize Octavio and Jessy our butlers. - Edison at Flow Rider was the best. He took his time with our kids and they absolutely adored him and his kindness. - Star Class check in went smoothly. - Star Class upgrade is must because of restaurant options, extra amenities, heated pool and butler service. - We really enjoyed the location our room especially for the price point. - The beds were fantastic. - The beach/ocean are beautiful and swim able. - Nightly entertainment was great. - We always ate the breakfast buffet at the Shores restaurant which was great but for Star Class only. It was never crowded and service was fantastic. - Lunch options at the Star Class pool were great and the kids loved the Guys burger spot. - Italian was our favorite restaurant with the best food. - Coffee shop was great. Cons: - Main buffet is always over crowded and had waiting lines. - Overall, other than the Italian restaurant, the food was only mediocre at best even the adults only and Star Class restaurants. - Room service food and options were below average. - The resort has many photographers walking around that stalk you for photos to be taken so you can buy them (in the pool, at the beach, everywhere around the resort). - Trampoline park, Flow Rider and arcade games all cost extra and not included with the all inclusive regardless of any room category or upgrade. - Adults pool and Star Class family pool were only two that were heated and none of hot tubs worked, some were actually even cold. - The activities on the app and times weren’t always accurate. The butlers made sure we had updated daily schedules on WhatsApp instead. - Premium alcohol only available in Star Class areas and upon request only. Summary: Overall, we had a good time. Unfortunately, we would not return to this resort. With the many resorts we’ve been to in the past, this didn’t come close to meeting any of our expectations. Planet Hollywood is advertised as a five star autograph collection hotel - it definitely doesn’t meet that standard. Hope this helps!

  Jan 16, 2025