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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
7807 reviews
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Jul 02, 2025Butlers made this trip
We had some minor challenges with the room and our butlers (Victor and Roy) got everything addressed promptly. Great job guys!
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Jul 02, 2025Had a good time
After going to the PH in Costa Rica decided to try Cancun. I will say it's not as nice but not a bad choice the resort is bigger that Costa Rica but seems more dated and customer service is not as good. But overall had a good time. I will say if you get asked to do a excursion through the hotel be careful. A family member was discussing an excursion with a resort employee and never finalized the plans only to find out at check they had been charged for the excursion they did not go on. They tried to tell the front desk but they would not erase the charge and became disrespectful with them which made the whole situation bad. So go through Amstar for excursions.
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Jul 01, 2025
Good experience-bring extra cash to tip hard working staff - ATM’s do not work
We recently returned from a week at Planet Hollywood Cancún, and while the property itself offered many highlights, it was the people who truly made our experience unforgettable. Two individuals in particular—Cecilia and Adair—went above and beyond and left a lasting impression that will absolutely bring us back. Cecilia, who ran the Old Fashioned stand, is nothing short of extraordinary. Warm, inviting, and incredibly knowledgeable, she’s a master of her craft with a genuine passion that shines through every interaction. We connected with her throughout our stay, and it felt like more than just a guest-staff relationship—it felt like visiting a friend. Her dedication and work ethic are second to none, and she truly elevated our vacation. Adair, who works at The Scene Lobby Bar in the adults-only section, was equally exceptional. His ability to form genuine connections with guests, paired with his kindness and tireless energy, set him apart. Throughout the week, he remembered names, preferences, and small details that made everyone feel valued and welcome. We also want to acknowledge the individual at the nightly Martini stand—while we didn’t catch his name, his skill and service stood out and added another layer of enjoyment to our evenings. As for the resort itself: the beach, while lined with seaweed during our visit, still offered gorgeous white sands and striking blue water. The restaurants were generally very good, with East Sushi being a standout and the gnocchi at Braza becoming a favorite. The resort offered plenty of activities and entertainment, with some minor upcharges here and there to enhance the experience. Ultimately, the amenities were great—but it was Cecilia and Adair who made this trip truly special. If we could be guaranteed to see them again, we’d book a return trip in a heartbeat.
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Jul 01, 2025Bad experience
At Check in are instantly asked to upgrade for a large fee.. beer is worst ever tasted. No branded beers . Staff not friendly. Everything is a ‘NO’ from them. Loungers mostly broken or uncomfortable at pool or reserved all day no one at them. Restaurants not great either. We actually left this hotel and booked another for 3 nights in river maya as so bad. If you want a relaxing holiday with good beer and entertainment don’t book here. Stressfull place .
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Jul 01, 2025
Disappointed and Concerned for Safety
Serious Safety Concerns & Poor Management Response Visited with a group of 31 in June 2025 for a senior trip. While food and drinks were decent and bar staff were friendly, our stay was overshadowed by a serious safety issue. My 18-year-old son was put in a chokehold by another adult guest at the open-air bar—completely unprovoked. Bar staff were understandably shocked in the moment, but security and guest services failed us afterward. Despite multiple reports and promises to follow up through the resort app, nothing was done. I kept asking to see video footage and was either ignored or told it was probably “just joking around.” Another teen in our group also experienced inappropriate comments from older guests in the bathroom, and again, no action was taken. Beyond safety, the beach was covered in seaweed, it was tough to get restaurant reservations (often eating at 9 p.m.), and their Star Class system felt confusing and not worth it. The app was essentially useless—it didn’t help resolve issues or communicate effectively. Rooms were okay. Overall, while some parts of our stay were fine, I left feeling unsafe and extremely disappointed in how management handled serious incidents. I can’t recommend this resort.