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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
7317 reviews
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Apr 18, 2025Stay at another resort
Long story short, the A/C in the hotel wouldn't stop when the temp was reached. An app on our phones said the temp in the room was 49 degrees F. The thermostat was set at 68 degrees F. We thought that if we turned the temp up, it would help. We turned it up to 78 degrees F but the air never shut off. The 2nd night, we tried to open the balcony door to let in warmer air but that only caused more humidity in the room.... which was already so bad the sheets felt wet in the room. On day 3, we called maintenance because we couldn't deal with being so cold we didn't want to get out of the bed and face the morgue-like temps. They said the issue was resolved on this occasion, but it wasn't. We submitted another maintenance request through the app and they came back. They did some work in the ceiling in the bedroom and said they would be back in 20 mins to replace a part. We waited an hour but had dinner reservations and had to leave. We received a notification that the A/C was fixed. While we weren't freezing anymore, now, it was no longer cooling. We submitted a third request. They came back the next day and FINALLY fixed it. The whole process took three days. Our last night, we finally slept ok, although the sheets still felt wet due to the humidity that was present the entire time. The only plus thing I can say is that the service staff works amazingly hard but I will find somewhere else for my next visit to Cancun.
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Apr 18, 2025A fab holiday at PH Cancun
A fab time non star class, family side, block 31, floor 5. Adult with 21yr annd 15yr old. Amazing place and staff cannot do enough for you. Karina from Planet Play came to speak to us every day and made us smile, such a lovely person. It got busy on Good Friday but until then no problems with restaurant bookings or sunbeds. A fab place and will definitely return.
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Apr 18, 2025Average
Just finishing our vacation today with my boyfriend and my 2 kids. The good: Check-in was quick and we even got a free room upgrade! The room was nice. A king bed and pull out sofa bed. The bathroom had 2 sinks and hot water was plentiful, even with 4 people taking showers. Nice balcony. I do wish they had more than one clothes hanging bar for the balcony but we managed. Housekeeping was stellar! Our room was cleaned every day, towels stocked, beds made, refrigerator stocked. The resort is beautiful. It’s big but it doesn’t feel big. You can get anywhere on the resort easily. The beach was beautiful! The servers were very attentive in bringing and refreshing drinks. Drinks were watered down but we didn’t mind as we don’t really drink alcohol. The kids loved the virgin drinks! The lazy river was very nice and the kids loved the waterside. The flow rider was fun for the kids but it’s an extra fee, which if you’re at an “all-inclusive” resort, you shouldn’t have to pay for anything imo. We didn’t mind an excursion that had atv ride, zip lines, and cenote swimming. It was fun but what we weren’t told was that it was a 2-hour van ride to get there. Had I known, we wouldn’t have chosen that excursion. Lots of wildlife, birds, iguanas, and a family of cats. We rented a palapa for the day. For $150, you get a bottle of liquor, lunch, and wait service. Definitely worth it! The Bad: The food was not good. The buffet had the same food everyday. I am most definite not a food snob so for me to say the food was not good is saying something. Forget getting reservations at any of the restaurants. We managed to get the staff to get us reservations at 2 of the restaurants. We went to the Italian place, Gustos. We waited over an hour and walked out. My son stayed behind and my bf went to get him. They said the food was brought out so they stayed but said it was horrible. They left after tasting it. We also ate at the steak house. That was surprisingly good. I had the brisket. A little salty but the best meal I had all week. They advertise and give you a $500 resort credit that they say can be used for any services. What they don’t tell you is you have to turn on the voucher and they give you a coupon book. $10 off here, etc. What a scam. They have a trampoline place. $20 for 30 mins. They have an arcade, pay to play. Again, these should be included with your stay. It’s like everything is a money grab for the kids. The main pool is dirty. The sides are lined with what looks like vomit. I wouldn’t get in it. And the worst…the availability of longer chairs. The signs say you can’t reserve but we ended up going to put towels on chairs at 5am! There is plenty of space for them to put more chairs out so I don’t understand why this is such a problem. People arriving after sunrise would have nowhere to sit or get out of the sun. If you have kids, get there early and put towels down. This was the case at the pools and the beach. The pools were far worse though. Overall, it was a nice trip. The kids had fun and we did too. However, we have stayed all over Mexico and come here every year. We likely won’t return to this resort. We will stick with Riu resorts or Majestic. Their food is good and the amenities are truly all-inclusive.
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Apr 17, 2025
Came For The Lazy River, Not Enough Pool Loungers
Full review below. Was going to rate 2 out of 5. The lounger situation by the pool is terrible here. If you aren’t out reserving your spot before 6am, good luck. I woke up daily at 5:00am to make sure I got a spot with an umbrella. And they do this to sell the Star Class as well as cabanas. Too much of a money grab for my liking. I’m bumping the rating to 3 out of 5 because of the kids club was amazing and the hard working staff. With that said, we would not revisit unless there was an amazing offer. Check In When you walk in for the first time, they play the music and everyone claps for you. The line for check in was short, but took a long time to get to the desk. Seems like they could make the process faster. There is a spot for people that checked in online on the app, but with the reviews stating they had issues, we didn’t do that. We also didn’t see anyone else in the line. We were offered $1600 to upgrade to star class. Not worth the cost, but was worth asking. The App The app is helpful, when it works. You have to open it up 3-4 times just to get it started. Helpful but frustrating. Room Directors Suite Room 27304 Big, a stocked mini fridge for each half of room. Two bottles of wine and two full bathrooms. Very good room. Downside, one of the patio doors has a broken lock that we had to have them come and fix. The shower head in the one shower needs to be replaced, just had a ton of spots the water didn’t come out. Would definitely suggest this room if you have kids. Breakfast Buffet - a lot of options, about 5-6 egg stations making the lines short. The food was good, one of the better breakfast buffets I’ve been to. Lunch Buffet - a lot of options, I didn’t like many of them. I stuck with shredded chicken tacos, which were delicious. Dinner Buffet - a lot of options, but the food wasn’t that great. We tend to not eat dinner at the buffet regularly, but we had to the first night. Guy’s Burgers - definitely not the best burger I’ve ever had, but it was good and it was delivered in about 3 minutes during the week after the lunch rush. During the weekend the wait was much longer. Fuel Cafe Coffee and ice cream shop. They also have sandwiches and desserts. Line was always long, it would help to have more people working it. Steakhouse Went here twice, food was good. Second night we had a 7:30pm reservation and our entries didn’t come out until 9:00pm. One of the longer dinners. Sushi Food was good, service was even better. Hibachi Good dinner show. Food was good. But the show didn’t start for about 40 minutes. Italian Good food, good service. They have giant pepper grinders, that are just a funny Pools I had to wake up super early each morning to get a good spot. I know reserving loungers is tough at every resort, but they don’t see to have enough loungers for each guest at the resort. The servers at the pool were fast and friendly. Nelly was our favorite. Bars We drank most from the Twist bar at night. Erik was great there. I also got great service from the lobby bar. My favorite bar was the one on the beach. Not many resorts have a bar on the beach that offers shade and seating. Entertainment Crew Fun and engaging. During the day they have activities at the pool and games on the beach. My wife won part of the Silent Bingo at the pool. This was the first time I had seen this. They used headphones so that calling out the numbers did not disrupt the rest of the pool. They also lead a lot of the activities in the evening and hosted the nightly show. Stars Kids Club Better club than any resort we’ve been to. They had a ton of activities available and a daily list. This included finger painting, trips to get ice cream, games like soccer and others. Trampoline Park We purchased the 3 day pass for $140 per kid. Otherwise it was $25 per hour or $70 per day. It included the Flow Rider also. Kids had fun here, but my 8 year old son’s leg got stuck between two trampolines. Seems like the padding on the side gave way and his foot was small enough to slip between. Easily could have broken his leg but he ended up with a good scrap and bruise. Flow Rider My wife and my 11 year old son enjoyed this. Was busy at times because it was pretty popular. The staff there did a great job of instructing you how to ride. Lazy River This is what sold us on the resort. It really was just okay, seems like a lot of spots that water doesn’t propel you like it supposed to, but nobody is in a rush when riding it. The swim up bar attached is really cool, but at times becomes over populated by tubes that people discarded while on the lazy river. Mini Golf Fun but difficult. Was frustrating for my 8 year old as if you didn’t hit the ball in the right spot with the right speed, the ball fell off the hole. Definitely a challenge.
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Apr 17, 2025Review of Apple Vacations and Planet Hollywood
I booked a trip with apple vacations in December 2024 for spring break in April 2025. Problems started from the beginning. The first time I called the agent did not book 2 rooms as requested. I caught it immediately on the confirmation email and called back to correct, and somehow the price had gone up about $850, over what was showing on the website for two rooms. Further, I needed one handicapped room and for the other room to be next door or across the hall due to mobility issues and special needs. After the holidays I began calling to confirm the special needs request had been submitted. I was assured that they were. However, as I continued calling for confirmation that my request had been received, I could not obtain any additional information. I asked for a supervisor callback at least 4 times from Apple. It never happened. Eventually I learned that the request was not actually submitted until late March. I then started to contact the resort directly. Each time I called I was routed to another resort that could not help me. I sent multiple emails, spent hours on the phone, all to no avail. I have used Apple Vacations in the past and had no issues. However, based on this experience I will not use them again. I thought they would have more consideration regarding the special needs request. Further the way they booked it was through two reservations that came with the same reservation number which created problems with the Amstar transportation as well as at the resort. As to Planet Hollywood itself, I would not return to this resort. I have vacationed in Mexico and the Caribbean since the 1990s at all-inclusive resorts, at least 15 times. This is the worst one I have experienced. At check in I learned that the room request could not be honored and we were 10 rooms apart. The check in agent acted like they were doing us a favor that we were in the same building and on the same floor. They also said they were putting us in a new building, but I am shocked because the cabinetry doors would not close, crooked hinges, hot water sketchy, etc. If that was their new construction, I would be afraid of an older building although the resort is fairly new itself. I have never been to an all inclusive that does not have a stocked mini bar or any snack in the room. There were two Dos Equis beers, some water and some soda. If you do not pay for star class the only dining reservations you can get through the app are usually at 5 or 9. I learned that if you're dressed appropriately you can often walk in and they will try to accommodate you. As to the restaurants, the steakhouse, topinyaki, and Italian were good. As stated in other reviews the Mexican food is Americanized. The room service food is hit or miss. The app is a must have to take care of your requests. The spa experience was also nice. The staff itself is friendly and tries to help. Frankly, I feel sorry for the employees working with the limitations they have. If you have already booked this resort I suggest you take a couple of yedis and some plastic baggies to secure drinks and snacks for your room.