Hotel Overview
The following services are also available in the hotel:
- Doctor´s office
- Distress rates in case of COVID emergency
Location
Costa MujeresProperty Information
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Hotel Details
Hotel Advisories
General Policies & Fine Print
Check-in Policy - Hotel requires a credit/debit card authorization upon check-in for incidentals; this will place a hold on your funds.
Convention Policy - Individuals attending a convention cannot book this property for their stay. If found attending a convention, guests may be subject to higher room rates upon arrival.
Hotel Spring Break Policy - This hotel cannot guarantee a spring-break-free environment.
Transfer Policy - A price may display when children stay free, if your vacation includes transfer to your hotel.
General Information - Room taxes and service fees are included in vacation price. Minimum night stay restrictions may apply. Reservation changes may not be permitted unless authorized by the hotel.
Customer Ratings & Reviews
TripAdvisor Traveler Rating
6767 reviews
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Dec 20, 2024Not the place or me or our group
We went with friends and family, I never write reviews but may help other people choose based on on our experiences. I book trip for a group of 20 or more yearly Dec-Jan all friends and family. I always go for Royaltons, but as planet Hollywood is blue diamond Cain that is the same as Royaltons, this resort was definitely not to blue diamond expectations! The hotel is very worn down, very damp and mold mildewy smell in the rooms we asked for a dehumidifier which helped a bit. Her daughter suffers from asthma she would wake up in the middle of the night, having cough attacks and struggle with breathing, we think due to the mould and mildew in the room. We where Star Class -check-in was terrible one of the groups that were with us where two men of bigger size and we’re put in a king size bed together they are not a couple , which we asked to have two queen They were given that room and told there was no other rooms available for the rest of the week we were told four times by “Alex” that room category was not available. One of the couples in our group was give a room with 2 queen bed in it right after us asking for that option and they wanted a king bed. We ourselves had to tell the staff what they just did and they asked us to figure it out. Fine but not helpful!! - our group had 10 young adults that are polite and not overwhelming, all 18-22 that could not get served or service at all!! They got to star class bar sit down and order food at the same time we older adults order from our lounge chairs aster them 45 minutes our food comes after 1 hr 20 minutes they are still waiting till we speak up and ask why. Us older adults go to the steakhouse for dinner 12 of us order all individually and it was good the younger group goes in 2 hours after us and where told you don’t order off the menu with a group we will make you a special. They where given what was thought all returned meat that wasn’t cooked to peoples liking and the ends and fat, no choice of side just told this is it. Next the last night we went to the Tanaquay Japan show “messed up our reservation! Older adults go for 5pm show starts it was great laughing having fun the younger group sits beside us and they start he show and the cook doesn’t even talk to them no show just here the food . Then when leaving they staff was asking for a tip which we had gave but they wanted more we said the service wasn’t to what it should be and they still wanted more. - butler’s some were good some people in the group didn’t see or hear from there butler’s at all and some we had to ask over and over till day 3 getting upset. - we asked for things here and there and where told no. Can we get an extra cup no . Can we get a water bottle no Can we get more towels no just things you would thing are normal. Food is not 4 or 5 star. You can find something to eat all the time but just ok, dessert is bad I don’t think made there just out of a box. - there are hints of smells mostly sewage around the resort. The bathrooms smell Terrible. The cushion on the chair every where you go are so gross take a towel to sit on. I would not come back here as the service is not there. Would say to other yes it’s worth the money. Try something else.
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Dec 20, 2024Great family vacation
Fantastic service in star class. Laura was our butler and was very attentive and responsive. She booked all of our meals! The beach at this resort is better than the Mayan area. Water was quite rough and red flags were up everyday. Star class pool is heated. Other pools are quite cold. The regular buffet was very busy. The star class upgrade was well worth the amenities.
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Dec 20, 2024Star class is a scam
We booked star class room starting December 19 and we are currently here. Don’t waste your money on upgrading to star class. It’s a joke, you don’t get any extra service . We couldn’t book any restaurant and no assistant was assigned to help us with restaurant booking. It’s all marketing and they want to sell you timeshare. We are room 22213 and so far this is my worse trip to cancun. We won’t come back here.
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Dec 19, 2024Great hotel, great service!
Went to PH with another couple and we had the best time! We enjoyed everything in the hotel, the service was amazing and all the activities (inside and outside the hotel) planned for us by our butlers - the best of the best - Damian and Miguel, they were the best! We will definitely come back soon.
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Dec 19, 2024
A wonderful break with wonderful staff
The pools and lazy river were great and we had a lot of fun dancing each evening. Big thank yous to Enrique at the mimosa station who was super happy every morning; Hector, Jasmin, Carlos, Ruby, and Marianna from the entertainment team, Pablo at the Star Class pool swim up bar; the servers for the Star Class cabanas; and our butlers Josias Garcia and Oscar Q. who went above and beyond to make everything perfect! The only thing missing was more mariachi bands throughout the week.
*Prices per person based on double occupancy including round-trip airfare via U.S. certified air carriers (unless otherwise stated), hotel taxes and baggage handling, fuel surcharges, and all pre-collected U.S. and foreign taxes. Round-trip airport/hotel transfers are included in Mexico (excluding Loreto), Central America and many Caribbean Islands. Transfers not included for air-only passengers. Prices valid on new bookings only and in some instances, pricing may specifically apply to one of multiple flights on select departure days. All packages are based on the lowest hotel/air classes available at time of publication, capacity controlled, subject to availability and change without notice. Promotional pricing may only be available for a limited time. Restrictions & black -out dates may apply. Fees may apply for carry-on and checked baggage-view Baggage Policies. Some resort fees, environmental levies and departure taxes are not included and may be payable in resort. View Frequently Asked Questions for more information. Apple Vacations is not responsible for errors or omissions. Bookings are subject to the current General/Cancellation Terms & Conditions. All public charter flights Allegiant Air: PC 20-070/PC 21-043; Swift Air: PC 21-056; Viva Aerobus: PC 20-081; Volaris: PC 20-099 are operated by ALG Vacations Corp. Apple Vacations materials (including, but not limited to, names, trademark, service marks, logos, marketing materials, etc.) shall not be used, reproduced, transmitted or distributed in any way, except with the express written consent of Apple Vacations. CST2139014-20. This information is current as of June 3, 2021.