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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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
6767 reviews
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Dec 22, 2024Great place for kids of all ages, flowrider is a blast
Great family atmosphere, had a blast on all the different things to do. The flow rider was the highlight of the trip for all kids and myself. Edson, Xavier, and Joaquin were awesome staff, and super helpful teachers. They made our trip. Thanks again boys would go back just to catch up with them. Hotel itself is a little clicky with lots of upsell items, usually all inclusive includes everything. Some of the addons also over priced and seem gougy. It was high end more expensive stay and the addons ended up being a bit much, and the coupon book was a joke, waste of time and effort. Sales gimmick at best.
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Dec 22, 2024
Family Vacay - PH Cancun
Our family of 4 (2 adults and 2 kids, 11 and 6) just spent the week at Planet Hollywood Cancún. We had a fabulous time! There was so much to do for all .We booked Star Class and loved the extras we got with it. The star class pool / service / bars / food options were perfect. My man Milo in service at the star class pool made us feel like family. He called us all by name and was so attentive. I celebrated my birthday there and had a morning massage on the beach with Tere which was phenomenal. With star class with had butler service - Trinidad and Pedro kept us stock up in our rooms and booked all our dinners with ease! Food was good and room was nice. Our favourite was the Italian. Lots of fun activities poolside everyday. Truly a great family getaway!
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Dec 22, 2024
Service Rating
The resort is great! Food is very good but service needs improvement. The staff miscommunicates a lot for restaurant reservations and the buffet servers are slow in brining cutlery to us. Special mention to the awesome kids club staff who helped my daughter with her vegetarian needs for the evening pajama party and silent disco party. They are very caring and put in a lot of effort to entertain the kids. Special mention to Cynthia, Rose, Wendy, Alis, Fatima, Marey, Itzel
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Dec 22, 2024Well done Planet Hollywood
We are currently staying in the hotel, today is our first real day in the resort even though we arrived four days ago. Unfortunately our daughter broke her arm on our first day, we've been in hospital in Cancun for the beginning of our holiday. I am giving the hotel 5 stars due to the care and genuine concern provided by our butlers Damian and Miguel towards our family and especially our daughter during a really stressful time. They have gone above and beyond to make sure we are safe, comfortable and well fed! They are two sound guys, who are 100% naturals at their job and have great personalities that comes across really genuine and kind. Honourable mention to hotel manager Jahir, he's such an interesting guy! Has travelled the world and I know he has some great stories to tell. He's also so genuine! Minelli, the night manager, your hug, letting me have a little cry and being silent with me when I needed it most was so welcome after coming back to the hotel at 4am for some sleep leaving my daughter and husband in Cancun. Maria, who cleans our room is such a sweet soul and so good at her job, she's a saint dealing with our clutter. Freddie, I think he's new to his job the night time runner is a legend. I'd like to see his step count as I think he must run a marathon a night! The hotel doctor and life guards, I have completely forgotten their names even though I met them four days ago (it's been a blur) were so attentive, kind and reassuring. They stayed with us till we got into the ambulance. My husband bumped into the doctor at the buffet and he took time to check up our daughter and to give us some great advice. As I said we haven't experienced much of the hotel yet. We had a few hours in the star class pool before our daughters accident, it's so clean and the water is deliciously warm. We have only ate at the So Cal buffet due to logistics of traveling for 20 hours to get to Mexico and the accident. Food is varied and lots of it, I've loved everything I ate. Ques are to be expected for certain food stations this time of year. Our butlers packed a few lunch boxes for us to bring to the hospital, they were yummy. The hotel is super clean, there's an absolute army of staff working behind the scenes to keep the ship running, something I witnessed coming back to the hotel at 4am. I was the only guest among so many night workers cleaning and scrubbing to get the hotel ready for the next day. I was so impressed by the efficiency and the sheer hard work of the night staff. The hotel is huge, it's like a town. Lots of lovely walks and places to explore. The beach has beautiful fine buttery sand. You'll never be bored at the hotel and that's coming from the guest who can't use the pool anymore due to my daughters injury. The day is jam packed with activities and fun. We had such a fantastic surprise coming back to the hotel with our daughter. Damian and Miquel decorated our room for, with balloons, pastries and a bottle of brut. It was absolutely magic and i thankfully cried a few happy tears after the anxious tears I had shed the previous few days. Please get travel insurance, I don't know how things would have went for us without it.
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Dec 22, 2024First and Last Stay at Planet Hollywood
This is my first review because this is worse experience in many years that we had and I want others, looking at this hotel chain for potential stay, to know what to expect. We came here as a 10 ppl group and bought 1 director suite (nice room) and 3 junior suits (very outdated rooms with issues). First of all, I would rate Planet Hollywood Mexico as a 3-star resort at best. This is our #7 trip to Mexico and this resort is at the bottom of the list in terms of our own rating. The rooms are very outdated, with closets that don’t close properly and a bathroom in dire need of renovation—tiles were literally coming loose. While the Italian restaurant was excellent, the rest of the dining options were awful. On top of that, getting reservations was nearly impossible, which added to the frustration. There are tons of activities for kids - and kids club was the best memory of the entire stay- but if you want your kids to eat healthy or have snacks in between meals there is nothing for them to eat outside of hot dogs, pizza and burgers… There is only one place at the entire hotel to get coffee - unless you have directors suite and can make your own nespresso. The line to get coffee is huge, always… We wanted to upgrade our stay to star class because the only heated pool is at star class section. We decided to do it middle of our stay, and for only partial group- two adults and a child. We were told for star class amenities only (no room upgrade) the cost for 3 remaining days will be $1700, but then this offer was discounted to $960. This is so that we can have warm pool available for my son. To be moved to functioning room (we had shower issues, mold, closet not working, outlets not working, some lights not working) we were told we would have to move out of ours at 12 and will move into a new one at 4. The list of issues and overall stay is just way below expectations or what we experienced to date. Overall, the resort failed to meet expectations, and I won’t be returning to this chain. Definitely not worth the price or the hype.