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Hotel overview
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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Hotel 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.
Ratings & reviews
TripAdvisor traveler rating
7812 reviews
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Jul 08, 2025Manage your expectations!
My family and I (kids 16, 14, and 12) just returned from 6 nights at Planet Hollywood, July 2-8. Overall, it was a great trip. The biggest piece of advice I could give is manage your expectations. If you are expecting 4 Seasons or Elite hotel quality, don’t come here. If you expect world class food, don’t come here. If you expect flawlessly clean rooms and no issues, don’t come here. But….if you want a very nicely maintained, large property, come here. If you want a friendly staff and timely room service, come here. If you understand the food at All-inclusive resorts is hit or miss, come here. Most importantly, if you understand that some times the bar, restaurant or resort can run out of things, come here. My wife and I have been to several top end resorts and several lower tier resorts. This place is great for the value. We didn’t not stay in Star Class, and probably would change that. Better restaurant availability, private pool, butler, etc. even without it, we had a great time. This was the first trip out of the US for our kids, and we felt the property was very safe for them to roam. They all loved the buffet, not that it’s life changing food, but it offers a wide variety of options. Reservations are tricky, you have to reserve 2-3 days in advance in the app, which is super useful, you almost have to use it. Our favorite was probably the Hibachi place, East. Steakhouse was good, Mexican was ok, couldn’t get in to the Italian place, but I hear we didn’t miss much. I would highly recommend making friends with a concierge, ours was Javier and he was exceptional. He helped us get reservations, helped with room restocks, and recommended excursions. Part of their job is to get you to the “vacation club” presentation, which is basically a time share setup for discounts on their resorts. The deals are very good, just not the right time for us with kids at their ages. They will give you perks to attend the presentation, so don’t be shy to ask! All in all, great time. We got back home about 2 hours ago from there and our family concluded it was an amazing trip. Would we come back? For the right setup, absolutely! We are a crew that likes to try new things so we may or may not be back. I would recommend to families for sure, just manage your expectations!
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Jul 08, 2025Moldy rooms and bad service
I visited this property in June 2025. Check in went smoothly and as soon as I arrived in my room there was an overwhelming horrible smell. In the bathroom the walls were crumbling around the shower and it looked moldy. I called the desk and they said they were unable to move us but could bring a dehumidifier. They also came with some kind of spray, I guess an air freshener that they sprayed on everything. It masked the smell for a short time. The dehumidifier helped with the dampness but not the smell. During our stay several members of our group became sick. It's unclear if this was from the food, or water somehow. While sick we requested more bottled water and they said they were out of it and could not bring it. We had to use some from a friends room eventually. For 2 days they said they were out of water for the rooms. The food at the buffet was average at best. We did enjoy the breakfast restaurant. We could only get reservations at one restaurant and the food was so bad I only ate the rolls. The hotel has potential. It has a lot of fun amenities . But the pools were dirty, the bars were done out of liquors and mixers, and the service was poor. Eventually we decided to leave the property and finish our vacation elsewhere, it was the best decision of the trip. I do not recommend this hotel to anyone.
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Jul 07, 2025
Fun for all!
The resort has all the amenities you and your family could need! There were many daily activities to engage in and nightly shows for your entertainment. The Mexican Show was my favorite! The staff were very helpful and friendly, especially Daniela during our last night. We highly enjoyed our stay!
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Jul 07, 2025
Another great all-inclusive, some room for improvement but staff is incredible
We've stayed at 7 different all-inclusive Mexican resorts. I wouldn't rank this at the top, I wouldn't put it at the bottom. There is a lot of room for improvement but don't let the bad reviews keep you from staying here. The staff works really hard and they are beyond pleasant. They want to make your stay enjoyable and relaxing. Stayed in Star Class with my husband and two boys ages 14 and 12. Pros: 1) Clean. Our rooms were cleaned once/day. One day they forgot to take out the garbage...so we did. NBD. We've also stayed in resorts where there is turn down service in the evening and butler leaves treats or towels are folded in certain ways for the kids. I think service like that is going away due to lack of staff. Again, no big deal. Our room was cleaned every day and that was good enough. 2) Food. The food was very good. I have stayed at resorts where it was better and I have stayed at one resort where it was much worse. I was disappointed that the fruit was not fresh. The papaya was uneatable. the oranges and limes were not ripe all the time. I was surprised because we have always had fresh fruit at these types of resorts. Our dinners were very good, but the breakfast was sort of lacking. Drinks were good too. They make a heckofa chocolate martini. I did however get really sick when we arrived home (thankfully not while there) and I believe it might have been drinking the water on the last day. I felt really dehydrated by the end of the week and I think I made a bad decision to drink so much water (I always assume it's filtered at a 5 star resort?!) the last full day we had there. 3) Star Class - pay the extra money to stay in the star class section. the Star Class lounge has snacks and drinks out all day and it's a nice little perk to be able to grab something to eat and drink on your way to and from the pool/beach. The Star Class pool is a little quieter than the main pool too and still has fun activities like water polo and water volleyball etc. 4) Plenty of things for teens to do: My kids enjoyed having the options to go to the basketball court (included) and arcade (extra but not bad) and mini-golf (included). There's a batting cage ($) and race track ($). They also enjoyed the lazy river as a different option to the pool and beach. We didn't spend much time at the beach....the seaweed actually wasn't terrible, they do a great job of trying to clean it up but too hot to stay at the beach for long. 5) Entertainment staff/activities/fitness- the shows are outdated but fun. The best show (not outdated) was the Silent Disco. Watching people yell and dance to only music they hear is really entertaining. I can't remember the name of the person that led it but he was great. The entertainment staff does a great job of keeping everyone busy if you want to be! Movie trivia and pool games are happening at any number of the pools and the 4th of July celebration they threw was so festive and fun! Clarissa the fitness instructor led a great Yoga on the beach class and aqua fitness. I would like to say that the Aqua Spinning really messed up my back. This has nothing to do with the resort.....I think that I am not meant to be on a spinning bike in the water and the pedals kept locking up and it hurt my lower back. My fault, not there's. The fitness center is perfectly air conditioned and was a great place to work out. they also have pickle ball courts and another basketball court there.....sooooo much for everyone to do! 6) Enrique our butler was great. He secured dinner reservations for us at the time we wanted every night. He also had things sent to the room immediately after we requested them (restocking the mini bar, any toiletries we needed). 7) Spa: Jaczmin at the spa gave me a wonderful massage and facial. I highly recommend treating yourself to the spa one day. The hydrotherapy is included if you purchase a treatment or if you are in star class. I was able to do the hydrotherapy two days! 8) WhatsAPP and the app for the resort: You can request things on the app for the resort like toiletries or if something needs fixed in the room and they responded very quickly. We also ordered room service on the app and although they were busy the service was pretty timely. We communicated with our butler (star class perk) via WhatsApp and that was beneficial. Cons: 1)The ATM machines ran out of money the last day we were there so we felt bad we couldn't tip. Abraham the bellboy...I hope mentioning your name in this review makes up a little bit for the lack of tip. You got our luggage timely from the room and made sure we were on time for shuttle to the airport. 2) Female pool wait staff wouldn't wait on my kids and sometimes the star class pool bartenders wouldn't wait on them. For some reason they would only attend to the adults. We did have a few male waiters at the pool (Miguel and Marco) that were excellent and took great care of us and were very attentive. All in all it was a great family vacation. I think expectations run too high with all-inclusives sometimes. When you stop and think about how much you are consuming and the options for constantly being entertained at the pool with all the games and in the evenings with having shows scheduled if you want to watch or hitting up a the pool tables for a game or to the Sports bar to watch a game, it really is the best value for what you pay.
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Jul 06, 2025
Not a 5-star property
I am a travel agent leaving a review of my clients resent stay at this resort. The grandkids had a fantastic time. They all loved the water. The buffet was great. As far as the resort, I don’t feel it was 5-star. Here are a few issues: 1. There were several places where electrical wires were exposed on the grounds. 2. The Italian restaurant was terrible. 3. The rooms were worn; warped doors, air conditioning not cool enough, all entryway lights out, rooms were very damp, sheets felt very damp, water went out for a while, much of the room decor and metal hardware was corroded from the sea air. 4. Felt unsafe off the grounds; police in the streets on trucks mounted with high power rifles in the truck beds. None of us went off the resort during our visit. To and from the airport was a little scary. These are just my concerns/opinions. We all had a good time on the resort grounds.