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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
7736 reviews
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Jun 21, 2025We would go again!!
We had the best time at Planet Hollywood! Everything was gorgeous and everyone was so nice. Highly recommend the Star Class package. We had two butler's at our fingertips all week through WhatsApp. Dorian & Octavio took care of all our reservations, answered all of our questions, and so much more! Be prepared to spend a little cash for all the extras. My kids LOVED the flow rider at $40 a day. (We did not do this, but if you want to sit though a "membership breakfast", they will throw it in for free.) Our favorites were the Isla Mujeres snorkeling excursion (Cancun Sailing with Amstar), the Steakhouse, and the Lazy River!
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Jun 20, 2025Will not be returning
Here is our experience and review of the resort. Do what you like with the information. We were there last week. We had some major issues—it just wasn’t what we expected. Four families went together, and we all felt the same way. The photos online looked amazing, but in person, it was a different story—we definitely felt catfished. This resort didn’t live up to the hype, especially considering it’s tied to the Planet Hollywood brand. We expected more. There was visible mold in our room and a dirty, outdated shower. The shower head was falling apart and sprayed water everywhere. The bathroom door wouldn’t lock. One day, there was no cold water for about six hours—we couldn’t flush the toilet or shower. Every time we turned on the tap, we had to let the yellow water run out first. Our mini fridge was never refilled, even after multiple requests. We asked for a dehumidifier and a hair dryer, but they never came—despite tipping generously throughout our stay. Housekeeping, however, was very good. They did a great job keeping the room clean. Many of the slides were out of service, and there was rust inside some of the kids’ slides. The lazy river was littered with cups and debris. Bartenders were either rude, ignoring guests, or telling us they didn’t have what we asked for. At the buffet, they served pancakes and waffles but had no maple syrup. We asked for pepperoni pizza and were told they couldn’t make it—until a manager stepped in to fix the situation. The hamburgers were undercooked not once, but three times—my brother eventually gave up and didn’t eat. Food overall was just okay. The burger place was actually really good and worth eating at. The hotdog stands were average. We made it to one steakhouse, which was just alright. The best part of the trip was the ice cream stand—it was a hit with everyone. Fuel coffee shop was a letdown—we tried ordering frozen drinks on two separate occasions, and both times the machine wasn’t working. Room service, on the other hand, was fast and decent. And the one day we booked a cabana, the service there was excellent—the best service we received the entire stay. We made the most of our trip, but we won’t be returning and won’t be recommending this resort to family or friends. If you're reading reviews, make sure they’re specific to either the family side or the adults-only side—the adults-only area is newer and seems to offer a much better experience. Also, noting we didn't come back sick, but many people had commented on coming back with EColi.
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Jun 20, 2025
Star Class Made Extra Special by Dorian & Octavio!
Our stay at Planet Hollywood Cancun was amazing, but what truly set it apart was the incredible service we received from our two butlers, Dorian and Octavio. They made Star Class absolutely worth the extra cost. From the moment we arrived, they went above and beyond—handling all of our restaurant reservations (we got into every place we asked for!), keeping our mini fridges stocked with drinks and snacks we were actually using, and making sure every detail of our stay was seamless. One of the teens in our group wasn’t feeling well, and they even offered to pick up medicine—something we never expected, but deeply appreciated. Whether it was helping us get seated quickly at Viva Mexico or offering to take group photos so everyone could be included, they truly thought of everything. Dorian, who was usually with us in the evenings, became a bit of a legend in our group—we joked that he was like a genie who appeared the moment you said his name! Their kindness, attentiveness, and professionalism made our trip unforgettable. If we have the chance to return, we will absolutely be requesting Dorian and Octavio again. ⭐️⭐️⭐️⭐️⭐️
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Jun 20, 2025ok
Its a fairly new hotel..... rooms are nice and big if you book the directors suite. Swim out rooms are small. we booked two, one for nanny and kids and one for us parents (directors suite) which ironically is bigger than the more expensive (star class swim out)... sooo we get there and they mention that the directors suite guests cant join the star class pools....paid an extra 1400 because in that moment they make you feel like you will be unable to join the other party, only to realize that the kids attraction is not in star class. (never used starclass pools lol) They do not have waiters as in other resorts attending to you pool side. They only attend to you if you tip them well. Resort is clean, star class pools have very little seating. Drinks to seem to be watered down. Star is supposedly better alcohol and food, but to us all restaurants would basically serve what is in buffet....... they also have trampoline park, arcade, and surfing.... for 70 a day or 140 for 3 day pass each kid. Beach was ok. They have mini golf. They do activities for kids in the kiddie area like on weekends only. Spa massage is fabulous with guadalupe (deep tissue) or xochitl. They both gave wonderful massages! Lazy river was half way full.... water to your knees lol. The only bigger slide they put in advertisement was closed the whole week.... one slide in kiddie area was broken. So to us the newness was a plus but it was lacking alot in other areas!
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Jun 20, 2025
Beautiful but lacking
Food was not good Margaritas were very very sour Buffet opens too late for dinner and lunch All Restaurants were not available Butlers and staff were friendly and helpful Our swim up pool had a lot of debris. There was not enough water for it to reach filter. Room was nice and clean