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
6933 reviews
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Jan 15, 2025Disappointed
Let me start by saying we had a great time on our getaway, but the resort was a bit of a let down! It started with our room reservations (two rooms), we realized about a month before the trip that we were emailed two reservations but they had the same confirmation #. When we contacted them there was no ocean view rooms any longer so we were placed in a regular room. (which after being at the resort, it doesn't appear there are many ocean view rooms available) The new room type was cheaper, but they still didn't offer anything for the "mix up" or inconvenience...even though we are valuable Marriott members. The check in process was pretty slow, ours rooms were fine, nothing spectacular for stating its a 5-star resort! Half of our lights didn't work in our room (only the colored ones), we had to contact maintenance 3 times before they got fixed. The other room the mirror lights didn't work, the thermostat didn't work, they had no housekeeping/towels replenished, and one of the bed frames was broken- which eventually got replaced. I agree with other reviews, the place seems very run down and "dirty" for only being 4 years old! You need to be by the pool by 8am to get a selection of chairs. The lazy river and pool water was VERY cold. I understand its not heated, but it was almost unusable...and that's saying a lot coming from someone that lives in Minnesota! We heard many others complaining about the water temperature as well. The staff was fine, nothing over the top. The food was fine. The made-to-order stations in the buffet were good, but long lines. I know strange, but move the fruit station not next to a made-to-order station or its almost impossible to get to! You can't make dining reservations until 2 days before (and after you check in and get the app), and at that point it's very limited availability, if any. And for being in Mexico, the Mexican restaurant was nothing great, which was disappointing. The Italian restaurant the server was very rude and not very accommodating with any requests we had. The one coffee shop was good and a nice option, but always a long line and very small cups. The pizza for lunch and burger place were good, but you have to plan on probably 30+ min to get your food. The "food stand" by the pool was a nice option, but all they had every day was hot dogs and tortilla chips. A variety would be nice. I know it is a family-friendly resort, but there were a lot of little kids, and not a lot for them to do. Even for any older kids, they have a very small "game area" (a court, ping pong, etc), and the mini golf is nothing special- just some greens to hit on, no challenges or anything. The disco is an option, but it doesn't open until 10pm and they are VERY strict on only 18+. The "sports bar" is very small and only has two very small tv's, and one pool table that takes up half the space of the place. The entertainment each night was very repetitive, a variety would be nice. And there was a dining option by the entertainment but you had to be "registered" for it and it wasn't clear how you did that. The entertainment ended by 10pm each night, and you shouldn't be looking at each other and wondering what to do next because there's nothing else to really do! The activities by the pools were repetitive as well (example- not sure you need a foam party each day, just at a different pool). The people dressed up as characters got a bit old, not really needed, it's not a Disney property! The beach area is decent, but even that was a bit dirty, garbage laying around near bushes etc. If you go past the PH sign on the beach the water is much cleaner. Overall an OK resort, not sure for the price. Make sure you thoroughly read reviews before booking as we were a bit disappointed and expected more!
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Jan 15, 2025Holiday in the sun☀️
An amazing last minute escape in November 2024! We got to Mexico after a hurricane had passed through. We showed up and the first few days were windy, however hot and sunny!! The resort was amazing!! The food was great! The only thing we noticed is that it lacked pico and gauc, but we found it at the Mexican restaurant and it did not disappoint! The resort had so many things to do, from floating on the lazy river to basketball or mini golf! There’s even a cinema to catch a movie in the evenings! This would be a great vacay spot for families! We had some issues with our app to book restaurants, so, we made reservations by going to the restaurant we wanted the night before. They were always able to help us! Rooms were nice and cleaned daily! Also, the restaurants were great with allergies and intolerance’s , specifically gluten free foods. Travelling with Celaic’s disease isn’t always easy, the staff at this resort made it effortless and stress free! Highly recommend for a fun getaway to the sun!
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Jan 14, 2025Excellent all around experience! Victor and Roy are the best!
We went with 75 people for our wedding this past week and everyone can’t stop saying how amazing of a time they had! All the staff were super helpful and incredibly friendly. We had Victor and Roy as our butlers in building 22 and they made everything about our experience perfect! Any thing we needed they were able to help with right away and they even recognized us and made sure everything was okay every time they saw us walking around. We had some of the best service ever at the restaurants and the food was overall excellent for an all inclusive resort. Our onsite wedding coordinator Thania was also excellent and very accommodating! We had the best time and many of our guests are already talking about coming back to planet Hollywood!
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Jan 13, 2025
Amazing butler service from Roy and Victor!
Roy and Victor made our vacation experience amazing. From booking us dinners to saving us lounge chairs by the pool; they did this all to make us feel so special. Forsure the best butler service I have ever had at a resort. Planet Hollywood was a great to us and I will be back!
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Jan 13, 2025
PH cancun
Did a week all inclusive at PH cancun. Upgrade to star class was well worth it and made a big difference in organizing the time there. The butlers Victor and Roy were outstanding. We talked mostly with Victor who was professional and took care of all the small things for us to allow us to enjoy family time. Great resort.