General Policies & Fine Print
Check-in Policy - Hotel requires a credit/debit card authorization or cash deposit 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 Rating3729 reviews
Butler made our vacation awesome!
We had an amazing time at Planet Hollywood! We were a family of 10. All star class - in my opinion it made the trip awesome having star class. Our butlers Ignacio and Roberto were super helpful from start to finish. Ignacio went above and beyond to help my mother in law in a wheelchair get around, book reservations for us and even assisted with minor hiccups that we needed help with. The food was great, many many choices and options for kids and adults alike. Star class made it easy to see and do mostly everything at the resort as part of our price we paid, and we really enjoyed a couple of add-ons that we chose for the family like the splatter painting.
The kids really enjoyed playing here for the day The face paing was well done byJenni, Mildred, Mary and Brenda. They also went to decorate churros. So much fun Special thank you to Luis who is super friendly and had fun with all the kids
Best massage ever!
This was the best massage I ever had. Natalia was great. The facilities were very clean. The staff was friendly. Will definitely do this again. The hydrotherapy was refreshing. I never did this before and it was exciting and invigorating.
Okay but definitely not a 5* resort
On the surface, this place looks great and the lobby/welcome area is impressive. The two key places they are lacking are in is cleanliness and service, neither being five star. We stayed on the first floor so never took the lift and instead used the stairs, however the hallway was filthy and during the week we were there, it was not cleaned once. The same bottle of urine stayed on the stairs for the duration of our trip! As others have mentioned, the rooms are very tired already and the cleaners do a very basic job (we found cigarettes and chips on the balcony when we checked in which stayed there for the remainder of our trip!) In terms of service, I think the majority of staff require re-training and most of them looked like they didn't want to be there. We had to ask multiple times for really basic things like water and the restaurants were the worst for this, i.e. not bringing drinks, bringing food at different times to other members of the party etc. We did speak to the front desk about this and they brought out someone who was supposedly in charge, however they were not interested in our feedback and disregarded what we said which was a shame. I can see from the reviews that lots of others have had similar experiences so it is concerning that a Marriot associated hotel are not alarmed about the poor quality of service that they are offering. Overall an okay hotel but I wouldn't return as I think there are much better resorts available in Cancun and definitely not a five star as advertised!
Our trip review: Just got back from our vacation at PH. This is our review from our experience so you can take what you want from it. I will lead off with we have done a lot of 5 Star all inclusive resorts, this is the first time we have got out since COVID and first with our 14 month old. Resort Very nice and well kept. Lots to do. Keep in mind not everything is free and bring money if you want to take part. Rooms We went with the Directors Suite (Lots of room and 2 bathrooms). For a resort as new as this one, the room was in rough shape. Walls were beat up, Tub passed yellow and black water, screws sticking out of drawer fronts, our shower was leaking into the unit below, curtains torn…. We did not have much of an issue with humidity in our room as others have stated, but we always kept the doors closed and AC on. One item I found that defined our trip was the alcohol dispenser in the room. No matter where we have stayed, the dispenser is full with bottles. At PH it is empty with a sign saying if you want a bottle in there you can buy one for $40USD. Services Do not bother trying to call the front desk, housekeeping or room service…. We went 0-11 on calls being answered. I had to go down to the front desk multiple times to finally get housekeeping to do our room even though the “please clean my room” sign was on constantly. Housekeeping showed up to clean less than half the days and the mini bar was re-stocked only once after I went to complain at the front desk as we needed bottled water for baby formula. The rest of our interactions were good with servers and bartenders, except you best tip. If you tip, they cater to you. If you don’t tip, they talk and you will not get the same service. Bring tip money. Pools The pools are nice and we never had to reserve a chair with a towel, we always walked in and found a spot. The lazy river is fantastic, we brought our own floats so we didn’t need to wait for a tube when it was busy. The kids park is a blast and has a lot to keep them busy. Some say the water was too cold all around, but if my 14 month old can float the lazy river for an hour and not be cold…. There isn’t really a concern I found here. Please note we had great weather (warm and sunny), if you have low temps and no sun…. Yes, water will be cold. Beach Very nice beach. Nice sand. Never had issue finding a chair. Yes, there was seaweed. The resort cleaned the beach pretty well of seaweed and what was in the water was not bothersome. I was able to throw my goggles on and dive down and chill with some fish. As for the claims of human feces being on the beach and in the water….. I did not see anything while I was there. Restaurants I can’t really help much here as with a 14 month old, sitting for a nice meal isn’t really in the cards. When we did try we just walked up around 7:30 and typical wait times for Gusto and Steak house were 20-30 minutes. We sat down at Gusto but due to teething we pulled the plug and they made us some pizza to go. From what others on our flight said, the restaurants were good, but nothing special. Guys is your typical burger with some fries. We mostly ate at buffet and the choices were good. Just if you have an infant in need of a booster seat, check the seat as most clasps are broken. Also ask for a chair, don’t go get one. I did that and the manager tore into our server… Entertainment They had great evening entertainment and the overall vibe in the evening was fantastic! Just watch out on Mexican Night, the vendors they set up around the main stage come ready to take your money. Be firm and barter. Wife wanted a shirt and they said $50 USD, lol. Needless to say after bartering then pulling the walk away, when we did the last pass awhile later he snagged us and it was $8 (He still doubled his money on that sale). Star Class We did not go star class and it really didn’t alter our stay. With the smaller wait times at walk up at the restaurants the reservation priority wasn’t much of a bonus (This could change depending on how busy the resort is). Star class getting top shelf booze… they poured the same booze into my drinks as those with star class at the bars. If I wanted a certain brand, I just flash a tip and ask….Done. The only thing people really liked was the heated star class pool. If you want that… go for it. I just couldn’t justify adding another $1000 for the use of a pool. Breakdown This is a nice resort and as I said, this was OUR experience. I’m sure we did not take in all that we could have with the little one in tow. Also with Covid and the little one right after, this is our first trip since before, I am not sure if the standards went and changed (As in most of the service industry using Covid as an excuse to offer less and charge the same or more). I would give this resorti 4-4.5 Stars. It does not have the overall finesse of a 5 Star. It was nice but I can get a more refined experience for my money elsewhere.