Planet Hollywood Cancun Resort

We enjoyed our stay at the resort, the rooms were nice however there was some dust in the room. There are many restaurants to choose from and the food was good. The shows were fine. I’ll come back again.

What a pleasant surprise - we had low expectations for this resort and we were blown away by the service. We booked star class and it was worth it! Our private butlers, Enrique and Fanny ensured that we were well taken care of and didn’t want for anything. Franky at the star class pool offered exceptional service as well. Never had to ask for a drink once - he was right there with a new one in hand before we could even think about it. The beach is beautiful and the ocean was nice and warm!

Booked this 'resort' to celebrate my 50th birthday, stayed there for 5 days, from Friday to Tuesday. I had very high expectations after watching several Youtube videos (they must have been paid reviews). To start, 80% of what was shown on the YT reviews was no longer available, for ex. the beach cabanas that used to be free, now they are only available for 'Star Class' guest, pools used to be climatized, now they are not, pools used to have water jets for massages, not working any more, if you aren't 'Star Class' the beach area is horrible with literally no service. There were some ups and downs with service, some of the staff was really nice, but most of it was very indifferent and it was like you was bothering them with your questions, I did not feel welcome. The infrastructure looks like a 20yr old hotel, is very rundown, with cables hanging from the ceiling in hallways, etc. Entertainment was really lacking, you'll expect with the name 'Hollywood' it would be awesome, but it was not. Adult pool barely gets any entertainment and there was never a DJ, during the night the only option was the Disco which opened at 10pm, no shows or anything except for kid stuff. The food was subpar and average at best, if you are from USA, think Gold Corral, that's the quality you get. My NY ***** at the steakhouse was 1/4 inch thick, hilarious, the Mac-n-Cheese was like from a box, watered down and no flavor. Mash potatoes again pretty sure they came out of box. Room service menu was very limited, not a lot of options, not even a soup. The Brazilian 'steakhouse' was the worst of all, all the cuts of meat were over seasoned in a bad way, the taste was horrible, they used the same seasoning for everything, so regardless what cut you get it was tasting the same, they even season the Picania, anybody know you only put rock salt on Picania, it was disgusting. There were flies all over the buffet, overall I did not have any good food at this resort. Alcohol, I'm 100% and open for the resort to prove me wrong, all the liquor at the bars is watered down or altered, I'm a drinker, I know my spirits, even the beer they had on tap was watered down. I was never able to get a buzz no matter how hard I tried. The 'bartenders' didn't know how to make simple cocktails, what a joke. For the price they ask, I could have gone to so many other resorts and got better food, entertainment and service. Definitely not 5star, I would say 3 star at best. Never going back.

We attended a music festival called '80s in the sand and had star class. I totally would recommend it. Our butlers were Ignacio and Robert who took care of our every need. They were helpful for booking dinners, organizing luggage, spa appointments, and just generally being available at any given time. I highly recommend requesting them as your butlers. Star class was completely worth it for us because it gave us preferred seating, Early entrance to the venue and a great room. Ignacio and Robert also decorated our room for my birthday and even saying to me.

Spent a week at Planet Hollywood Cancun with a friend in September and was blown away with the service! We stayed on the adult side and “star class”. Our butler, Edwar, was very helpful with our dinner reservations and checked in on us each day. He even sent us a message with instructions durning tropical storm Helene even though he couldn’t make it to work that day due to the storm. Edwar also arranged for coffee to be sent to our room each morning! Our room was beautiful, spacious, clean, and overlooked the ocean. Housekeeping kept it spotless and the mini-fridge was restocked daily. We ate at a different restaurant each night, all delicious! Loved Guys burger joint for lunch as well as the take-out pizza from the Italian restaurant! We went to the spa for a massage followed up with hydro therapy, strongly recommend! It was so good, we went back a second time! Negotiable the price…it goes up when it rains (supply/demand!). We also enjoyed a yoga session at the beautiful gym. They even had a mimosa station right outside the gym after yoga…loved that! Beach was beautiful and great for long walks. Lots of bars everywhere and it’s evident the majority of staff enjoy their jobs. Really appreciated not having to play the pool towel game, there were plenty of them, plus you could take more than one per person. Lots of chairs available at the numerous pools and beach. One minor criticism is the nightly entertainment, it was just ok in my opinion. We rarely go to the same resort twice however Planet Hollywood is one we would return to!

We had really high hopes for this place with lots of activities for our little ones but it turned into a nightmare. The place is completely unsafe for children: 1) there are no working lifts and so we were told to use the service lift which has some open cupboards to the rear of the area, with a sheer lift shaft drop from 5 floors just 30cm off the floor. So so easy for a child to open the doors and fall in! 2) the swimming pools are full of bacteria. Our son was poorly for a few days and after a hospital visit we learnt that he had caught impetigo. Since my daughter didn’t have it, he can only have caught it from the pool or from the bedding in his cot. On our return we heard of several other cases of strep at the hotel which meant that we could not use any of the pools for the rest of our stay. We reported this on our return and were offered a $110 trip to a pharmacy to collect our prescription which Uber charged $20 for. (Ps do not use hotel taxis) 3) they served raw fish to our son in the steak restaurant which luckily we noticed before he ate any. When we informed the manager at the front desk of this he said there was nothing he could do and couldn’t have cared less. I never write bad reviews but felt compelled to leave one on this occasion firstly for the complete lack of safety and secondly for their complete lack of any empathy or willingness to rectify the issues