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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
7835 reviews
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Jul 10, 2025Definitely what you'd expect
I stayed at a lot of all inclusive resorts and this was by far my least pleasant experience. I booked this trip nearly a year in advance I was beyond excited looking forward to the trip especially with all the over hype reviews online which is what led me to leave this one. Although the resort is quite nice it was more than a hassle to try to get any food which is extremely disappointing especially with this being an all-inclusive there were four restaurants on the resort all which seem nice and I was unable to get a reservation during our 4-day stay at any one of them, I was forced to eat at Guys Burgers and the buffet the entire trip, tried order room service twice which showed up an hour and a half after your reservation time and was already cold. I was in a wedding party which flew out more than 70 people and I believe less than 30% of our group was able to make reservations and yes 70 does sound like a lot but we all moved in small groups of no more than four at a time more couples than anything. the rooms were nothing to jump up and down about pretty basic. the bars closed very early I want to say 10:00pm a lot of the staff were unfriendly although the ones who where nice really went above and beyond to try to make your experience nice. At the end of the day don't set your expectations too high for this resort
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Jul 10, 2025Not worth the money.
Stayed here from the 10th June for 11 days. I'm going to start with the best bits, Staff i found very pleasant Clean towels and fridge filled daily Coffee shop.....well run Ice cream truck.....nice flavours but could of done with two people serving as there was a cue all the time. Gardens are well maintained. NOW THE BAD BITS. I struggled to find something to eat as I'm not a spicy food eater.....this has been the worst ever salad and fresh fruit and vegetables offering I've ever had even at a 3 star hotel. The hotel obviously manage the hotel with trying to make you upgrade, Not anywhere near enough sun beds for the family family pool for teens upwards plus you have to be down before 6.30 to get a bed....kiddies pool fared better. The lazy river never seemed to have enough pressure to push you round it and nobody seemed to collect glasses from the floor. Also it also ran on half the amount of water compared to other lazy rivers I've been to. Pool bars alchol is definitely waterd down also. No I was poorly with sickness and diarrhea for my last 3 days of our holiday and 14 after I'm still the same. I've read numerous comments of the FB hotel page with lots of people that have also been in the same position. Also fell down one morning down the rain gutter that's round the hotel pathway and 18 days after i fell im still having problems sitting down..why this has never had a grate on it I don't know Its definitely not an autograph hotel in my opinion, I've been to 5 star platinum and Autograph hotels and this is a 3*-4*
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Jul 10, 2025
Needs major improvements- quality and customer service
Just not what we expected. I was very frustrated with the check in process and manager Brenda was not helpful at all. She needs better coaching and training for being at the management level. The rooms were not in the best shape or form. The upkeeping was poor- I saw a q tip with blood on the grounds- outside the rooms. The food was OK- best restaurant was the steakhouse- however the food served at the buffet was not the best quality. The lazy river is not as advertised. its more like a swimming pool- you would have to do much of the work to float. The lagoon bartender was not friendly. The app is useless - hard to make a reservation for dinner. The only three employees at this resort I must say tried to improve our experience was Samuel - bartender at the family pool, Gael at guest services, and Thonly- supervisor. I was considering whether or not I should write a review on here however I felt it's needed so they can improve and guest be aware
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Jul 09, 2025
A good family trip turned sour
We initially were enjoying our family vacation to Planet Hollywood. The pools are very nice and the grounds are generally well kept. Staff was friendly. As to the food, it was a step below of what we are used to at what we viewed as comparable resorts. This was our seventh trip to Cancun but our first to Planet Hollywood. The daily breakfast buffet never seemed very fresh. The items that were supposed to be cold we're not cold enough and the food that was supposed to be warm didn't seem well cooked. We did enjoy the dinners at the various restaurants. Now the bad news… Both my wife and I got very sick on the day we were coming home. Neither one of us drank very much during the trip and we did not drink any of the unfiltered water with the exception of coffee or ice in our drinks. As I wrote, this is our seventh trip to Cancun and neither one of us has ever had food poisoning or Montezuma's revenge until this trip. If you are considering going to Planet Hollywood I would do everything you can to avoid any use of the drinking water including ice and coffee. I've never written a review for any of our vacations but I felt compelled to write this one because of how sick we both got after this trip. As I said above the grounds and the pools are very nice and the dinners at the restaurants were good. This resort needs to make some pretty significant changes to the other food and clearly the water situation. All in all, I would not recommend Planet Hollywood for your trip to Mexico.
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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!