Resort Details
Customer Ratings & Reviews
TripAdvisor Traveler Rating
7317 reviews
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Apr 20, 2025Fantastic family holiday
There were 12 of us in total in the group the rooms had some wear and tear but nothing that impacted our stay. The rooms were cleaned daily and fridges restocked we were very happy with the service. We had 5 rooms in total and we were able to book multiple tables in the restaurants at the same time and were able to eat together most evenings very easy to organise. We did not do star class as didn't see what you gained from doing so and glad we didn't do it. We were able to dine at the exclusive restaurants anyway for a small fee and booking the restaurants we simple to do. The pool and beach staff kept us watered and we were well looked after and didn't feel pushed for tips in any way although we did tip often. We did not struggle for sunbeds as I was an early riser I quickly realised people were reserving beds early and as I was awake early I did reserve beds early as others were doing so. A message did go out to say not to reserve until 7am I went down at 6.45 that particular day and all the beds were gone at the main pool. There was always beds available on the beach and often at the kids pool. As there were a large group of us we let beds go as people went up to their room or on an excursion and offered the free ones to other people often there were reserved beds not in use for most of the day. I thought the a la carte restaurants were great abs the buffet was good and changed often. I thought breakfast was fantastic especially the omelette station! The only bad experience was a query I had over the environmental tax as on the website for the hotel it states per room charge but I noticed it's per person on the invoice I queried it with a staff member who proceeded to talk over me and bluntly tell me I was wrong even though it's still clearly on the PH website. This was further confused by TUI as they also advise a per room charge not per person but it is definitely per person on the gov website. Was happy to pay it regardless but it did cause confusion and I don't appreciate being told I'm lying about what is clearly on the website for this hotel. Overall we had a fantastic time and would recommend to a family but definitely do not think I would say the same had we paid and more for star class which is predominantly things you can access without this status.
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Apr 19, 2025Can’t Recommend - Kids Club and Pools Great, But Too Many Other Things Subpar
Spent a week here last month for spring break with my husband and 2 kids (5- and 7-year old). We were Star class. Overall, while we no doubt made some great memories, I would not recommend this resort. The things we didn’t like included: -The pool chair situation is ridiculous. All chairs are reserved by 7 am even though it’s a resort policy to not reserve chairs. The first day we went to the beach instead, but it was gross. Beer bottles and empty glasses laying all over. Tons of seaweed. The chairs looked nasty and dilapidated. They have plenty of room around the pools for more chairs, but for some reason they haven’t chosen to stock more. -The butler service is a joke. They made us reservations which was somewhat helpful, but they did it without any regard for our preferences (for timing or cuisine). They were no help when it came to finding pool chairs. -Food was hit or miss. I found the room service and main buffet to be the worst, not surprisingly. -The airport transfer we had ordered via the hotel that was included in our room rate never showed up for our return airport trip. The staff kept lying to us telling us “traffico,” when in fact the car wasn’t coming. Several of them seemed disinterested in helping us figure out alternate arrangements. -The smell of the room was musty. A guy we met at the pool who owns a mold remediation business told us the first room he was given had mold in it. Also, the sheets were like tissue paper. The hallways, stairwells, and elevators all showed the property’s lack of maintenance. Stairwells had broken stairs and broken or empty glasses laying around. The highlights: -The staff at the kids club (Rose, Cinthya, and Bere ) was wonderful! They had a great variety of activities every day, and I felt very safe leaving my kids there. The staff remembered their names after the first day and were very welcoming to them! -Shores buffet for breakfast was delightful! Service was great, setting was beautiful (outdoor seating right by the beach) and it was never crowded. -The pools, splash park, lazy river, and slide were so fun, as was the poolside entertainment. Also, star class pool service and food was GREAT! -The burger place did have really good burgers and the Italian place and Shores both had great pizzas!
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Apr 19, 2025
Planet Hollywood family vacation
We had a wonderful family vacation at Planet Hollywood, the staff were very friendly, helpful, and the service was top shelf. Fernando Reyes from entertainment took some time to ask us about the vacation and to learn about how they could improve their services. We loved the lazy river, à la carte restaurants in the evening entertainment. It is a busy resort so important to secure a seat early for any event. It would have been nice to get a lounger at the pool, but we were mostly in the water or lazy river anyways. Benji from the entertainment crew was a lot of fun and had great energy, we loved his performance with the DJ. We also misplaced a couple items and the security team found our items expeditiously and treated the loss very seriously by taking pictures and having us sign upon receipt of our lost items.
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Apr 19, 2025Great family vacation
Lovely time at the resort. What we loved the most was the friendly staff including, Louisa (entertainment staff) and Chris the bartender at Lagoon Bar. Seating at the pool is definitely an issue. For the size of the resort and the amount of people it takes in, there are definitely not enough. Towels are a free for all and so maybe if there were consequences to acquiring or losing the towels, and with the addition of pool chairs, it may help with the chair wars. We did not let this ruin our vacation in any way.
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Apr 19, 2025
Mediocre
More chairs needed at pool !!!! Pool bar staff rather miserable More places at restaurants buffet not the best food cold Long waits at lunch for guys burger place told 30 min 1hr later still waiting Entertainment staff excellenti alexis & Brandon and the shows