The following services are also available in the hotel:
- Doctor´s office
- Distress rates in case of COVID emergency
Property Information
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Resort 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
3297 reviews
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Jan 14, 2025First international vaccation
Susy and Molly I woud to thank you both again for all your assistance and advice during our vaccation. We all had an amazing time and having both of you help guide us through our first international vaccation made it that much better. On behalf Eric, Candace, Rob and myself I like to give you both a huge huge hug and thank for everything🌹💜🩷🌹 The bed and pillows were amazing! The rooms were perfect.....the view...what can I say about the view....breath taking!!! I would also like to mention how friendly and out of his way helpful the doctor on site was. His compassion a d concern for my well being was over the top. I think if it wasn't for his persistance I never would have gone to the hospital for the care I needed. Everythibg was perfect!!!!!
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Jan 13, 2025
Great holiday!
The best part of our trip were the great guys, our Butlers, Yomelly Hermes and Jerry Duran!!! These two young men were always available and were so accommodating, kind, and efficient, helping us to always receive the best hospitality and arrangements. They acknowledged our 24th anniversary with a lovely surprise in our room. These gentlemen made our trip fantastic! We thank our butlers and Planet Hollywood for a lovely holiday:)
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Jan 13, 2025
An Enjoyable Stay!
We really enjoyed our stay at Planet Hollywood Cancun! Our room was comfortable and cleaned daily, in fact, our butler, Yomelly even cleaned it one day himself when there wasn’t enough cleaning staff that day. Yomelly also decorated our room for our special celebration. His attention to detail was extremely thoughtful and made our stay even more memorable! Our day butler, Jerry also checked in daily with us and helped secure our dinner reservations. Yomelly even arranged to change one of our reservations to a later one when we needed. In general, the staff at the resort were consistently welcoming with a “hola” whenever we passed any staff- from servers, gardeners, janitorial, bartenders…almost everyone! This little thing makes people feel comfortable. The women working in the coffee shop, Fuel, are top notch! They are incredibly busy all day and they consistently meet every guest’s need. The women operating the spa whirlpools were attentive and delivered good service as well. All in all, we enjoyed our stay and would recommend it!
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Jan 13, 2025ok but not Not adults only and extra chargeable costs
I don’t normally write reviews but would like to share our experience from our 2 week holiday in Dec24. We always do adults only and this was definitely not adults only and various items were chargeable. The staff were very good and there was a variety of restaurants with very good food and service. Our arrival the initial impression was disappointing as the coach did not take us to the main entrance which was on family side but to a side entrance which was a room with a couple of check in desks. The rooms were nice but we did have problems with the AC but the maintenance people came quickly but after 3 tries to get it fixed we gave up. The beds we’re comfortable and had good balconies. The fridge was topped up on a regular basis but only with 4 water, 2 beer and a few fizzy drinks. A few cans of cocktails or fruit juice would of been a nice option. Optic drinks was an empty unit-extra charge. The holiday was spoilt by a number of small things which became niggling:- Had to get up very early to get sun beds-if later than 6.30 would struggle to get beds together. People got loads of towels and saved beds in various places and on a few occasions some were not used all day- so if people were restricted to one towel it would resolve this and save work for staff collecting them in and reduce the laundry so it would be a win win. Adults from the family side and star class also used the adults only pool and there was never enough beds but there were double beds that hardly got used as they were payable. One day a manager appeared as someone complained about no beds and she collected in towels in the adults only side but staff helped reserve beds in the star class side all of he time!!!!!! Around the adults pool area there was no tables with seats to relax -only had approx 10 deck chairs. The hot tub was good and always very busy - probably because the pool was so cold (it was ok when you were in but that initial getting in was cold). I would sneak into the star class pool early in the morning for a swim as it was heated. Pool toilets were clean and well maintained. There was a clothes shop near the pool - nice things but seemed expensive The idea of all inclusive was so my teenage sons could eat whenever but the burger bar and pizza places were in the centre of the family side and had long waits of 30 minutes up to 1.5 hours on one occasion - so they would order the food come back to the pool and then have go back again. Burgers and pizza were nice but the wait was too long. There was one pizza place one the very far side of the family side which was quicker and was approx.15 minutes. Most days a food unit was set up but was a specific food like paella or sushi. The star class did have a snack bar but the adults only could not use it - if the same building had a counter on the adults side then all the guests could have snacks. People did come round tge pool most days to try and sell spa treatments and trips out but they weren’t pushy. Staff were very quick to make sure that people did not use the payable sunbeds if payment had been made. We tried the buffet restaurant a few times- the adults only area was very cold and children were in each time. People had to wait to get in and whilst there was a large selection of food available the staff could not cope with demand and could not be replenished quick enough- the staff did very well but were unable to cope with the number of people - we tried to avoid eating in the buffet by booking a restaurant every day. The coffee bar was on the family side and there was always a wait as they did ice creams as well (loads of kids)- no place to sit and relax with a cuppa and cake and no hot chocolate on the menu. The adults only bar on a night time had limited seats approx 6-8 double seats, 3 bistro tables and a few stools along the bar- this was a nice area but not enough for the adults only side. and entertainment was very limited. There was a star class room close by but was empty most of the time. Entertainment was limited with the ocasional singer so had to go to family area every evening for the stage shows but struggled to get a seats. One night a week stalls were set out sell local goods Which was nice. One night we experienced some guests racing round on mobility scooters which seem dangerous and should of been stopped but i was impressed with how the security dealt with s guy who was drunk being a pest to other guests. Adults only side had a Brazilian and fish restaurant on an evening but the bulk of the restaurants like steak, Indian, Itailian .. all on the family side. I did enjoy breakfast at the brazilian restaurant- food and service were excellent every time. For me the entertainment was very poor as i have always done yoga but again it was in the fitness area in the family side and was at 8.15 every day which did not work as this was when went for breakfast and i’m sure would not work for people with children. Entertainment was aqua aerobics but wasn’t ever day and a foam party which we experienced about 4 times and some days water volleyball. There was no pool side games. My lads enjoyed the crazy golf and table tennis but yet again only on the family side. Did Rue palace DR last year and there was something going on in 3-4 places at gr same time and yoga outside was available 3-4 times a day as well (in fact for me it was faultless with no extras to pay for) When i booked i thought my sons would enjoy the surfing experience but it was chargeable at 49USD each- so they wouldn’t try it. The beach was close by with a couple of bars which were nice but beds were limited and star class restrictions.
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Jan 13, 20252nd visit, brought the kids this time.
This was our second time staying in the Star Class section of the PH Resort Jan 2023 and now, many things are the same but unfortunately many are also diff. Pools and Cabanas Cabana rental price went up to 249$ USD for the cheapest unit well worth the cost, this guarantees you a comfortable space at the pool with your own plunge pool, butler and server for the day. Butler ( Ray) was incredible he made us so comfortable, towels for the chairs specials fruits and drinks throughout the day. Restaurants and Food I am celiac so this part is super important to me , last visit the staff was very accommodating I was able to get pizza ( with a longer wait ) burgers fries. At the Italian restaurant GF pasta was no issue and bread was given as an Appy etc. Pancakes were made special for me at the starclass buffet for breakfast. This visit was very different, I was told multiple times NO when I requested a pizza or pasta or bread.... This made eating for me very difficult which was very disappointing. Reservations were also not very available as they were last time, we could only get 3 nights at sit down resturants with reservations vs last trip it was no issue. Rooms Rooms were big, clean and quiet. In star class the butler will make sure that your room and mini bar are stocked as you prefer.