Resort Details
Customer Ratings & Reviews
TripAdvisor Traveler Rating
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Family Friendly with a Caveat
We just got back from here and there are clear pros and cons depending on your preferences in an all-inclusive. Overall I would say that it is a solid option for a resort. It is definitely family friendly. My kids loved the amenities at the resort. We spent most of our day at the pirate ship pool and went to the kids movie shown each day. We also visited the arcade and trampoline park once. The biggest drawback with all of these features is that we frequently encountered unattended children at each of these locations. This was problematic simply because of the impact on our ability to enjoy things. For example, at the movie, parents would come in and yell at their kids that they were late for dinner, children would run around/into people, and yell during the movies. Staff are amazing. We met only friendly staff and received kind service from all, especially loved Janet who was the server by the kiddie pools. However, they were not super well staffed in all areas. The bar near our area usually only had one bartender and one server. The same was true of the restaurants. There were often long lines and the hosts could never keep up. I enjoyed all of the restaurants we tried, including the buffet. The food was tasty usually refilled swiftly. The lines for stations (pasta, meat, stir fry, seafood) were never too long either. Two challenges with restaurants. First, on my first full day I tried to schedule reservations for dinner for the rest of the trip and only two restaurants had availability at a reasonable time for my family to eat, meaning before 9pm. Also, while I very much enjoyed the Italian restaurant, we were seated at a damaged booth so my kids could not safely lean back. Overall, we had an enjoyable time and I’m sure this is a great experience for many, it wasn’t our ideal resort.
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Planet Hollywood is a tired Resort sadly.
Our experience as a family I rated an over all "3" because we did have a good time as a family and enjoyed the pools, lazy river, and the Buffet restaurant. However, Planet Hollywood Cancun is an extremely "tired" run down resort and even though we spent the additional money for star class the property needs an upgrade. We WILL NOT be back because every night we got into wet sheets basically... (the sentiment of many guests we asked) when we came home and unloaded our suitcases our clothes were wet. The management team tried to tell us its Mexico humidity... we live in Atlanta so I know humidity... there is something really wrong with their A/C system and dehumidifier.. which they said they would fix and never did. Musty smell everyday. The lobby rugs were so stained and gross (first impressions) and almost every lounge at the pool was damaged, umbrellas were so old not matching..and their grey beach towels were depressing. When I stay in a resort I wanna feel like a resort. We did not feel Hollywood movie vibe AT ALL. Posters of Back to the Future and Spiderman in the halls are extremely antiquated IMO. Bands and entertainment were wonderful after dinner and restaurant staff was good. 3 days in a row the resorts 2 ATM machines were out of service and killed our ability for tipping. The desk staff said we should take an uber off property for an ATM. LOL
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Thank you Edwar!
We are just finishing our week here in Adult Scene Star Class (the same as two years ago) and there is no comparison with our butler service on this trip. Edwar was simply outstanding this week. He checked in on us every morning, made sure we were aware of all activities happening around the resort, and stopped by to see us several times per day. All dinner reservations for our party of 7 were taken care of for the restaurants and times we requested, including the Star Class beach dinner at Shores that he recommended, which was one of the highlights of the trip for us. He also arranged two days in the cabanas for our party. Edwar’s attention to detail and promptness when answering any of our questions made our stay very enjoyable. If you are staying here and are lucky enough to have Edwar assigned as your butler, you are sure to have a wonderful experience at the resort.
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Great Family Getaway
Great family getaway with something for everyone! A lot of food options from buffet to quick bites to a la carte restaurants. Food is pretty representative of All Inclusives. Constant activities at the family pool, mini golf, shows, the lazy river, etc kept the entire family occupied all week long. A few call outs to those who made our trip extra special: Carlos from So Cal helped make the breakfast buffet a little more personal with his top notch service. Luis and Diego from the Blue Lagoon Bar (Lazy River) always served with a smile and provided recos when we were out of ideas. Edwin & Joaquin at the Flow Rider made our kids trip! They were so kind and patient and had them both surfing and doing crazy tricks on the boogie board.
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Can’t wait to go back!
Planet Hollywood exceeded expectations. They have something for everyone. Seriously. Whether you’re vacationing as a family, solo, couples romantic getaway, large groups, kids, teenagers, retirees, the resort has it all. You can find nightlife, chill time and everything in between. Food choices were abundant and as diverse as the people staying there. The Planet Hollywood theme was consistent throughout the resort and felt authentic versus some of the resorts we have stayed at with failed attempts at replicating iconic experiences or trying to ‘americanize’ certain aspects. The staff have high standards of exceptional customer experience ensuring all guests were happy. Big shoutout to Benn @benjihack who runs the state of the art fitness center, teaches private lessons as well as poolside group classes. Benn promotes a healthy lifestyle through fitness, nutrition, self awareness, mental toughness and a keen sense of balance coexisting harmoniously with nature. I wish I had more time to do all the things I wanted to, so I will definitely be going back.