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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
3144 reviews
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Oct 10, 2024The best mom-daughter vacation
My mother and I visited Planet Hollywood Adult Scene from October 4-9 2024 and had the most amazing time. I will write a long review because it really deserves it and because I have no idea why others write such bad things about this amazing hotel. From the time we arrived, Jonathan in the front saved our luggage and brought it to our room after checking in. So nice! Jacqueline did our check in and she was so sweet and explained everything we needed to know. After that we met Victor who gave us our $500 coupon book which basically was discounts for services. We used one for an excursion to Xcaret (highly recommended). It was about 20% off. That was nice. We went to have lunch at the buffet right before they were closing. Ysmel helped us and we felt like royalty. He was excellent. Victor helped us with a couple of reservations to the restaurants for the upcoming days. When we got there we immediately got in. No wait time. Jorge helped us in the brasas grill our first night. this restaurant had so much different kinds of food that my palate was tired of tasting so much goodness haha. The next day we went to the beach around 10 am. Gualmer was our favorite guy in the whole hotel because he always went out of his way to make sure we were taken care of. He helped us at the beach and later at the pool too. AMAZING GUY! Give him a raise hahaha. Charlie in the beach bar made us new kinds of drinks (mexican candy was my favorite and now i cant live without it). He was really nice and engaged in a nice conversation about the big iguana i almost stepped on. Oops. The next day we went to the beach as well and since there was a storm the night before the staff was doing a fantastic job cleaning up the beach (which was ALWAYS clean). We talked to The Chocolate Man hahahah i forgot his actual name. He was so helpful and nice. At night there was karaoke at the sports bar and Azael was the entertainer. He even sang songs with me. His energy was contagious and we loved hanging out with him there. The next day we had lunch at one of the seafood restaurants. You do not need reservations for lunch. Manuel y guillermo helped us and gave us food recommendations that were delicious. I highly recommend the seafood or shrimp ceviche. In the pool, we also had a waiter that was sooooo nice, Nelly. She was so busy helping everyone and still made sure we got all we needed. Carlos was the bartender in the pool bar and had a wonderful attitude. He made my favorite mojitos with Habana Club rum. Delicious. Another day we tried the hamburgers in the family side for lunch. Randi was our waiter and brought us extra fries cause they were soooo good. The burgers were one of my favorites. Top 3 in my whole life. The last night we ate at the italian restaurant. Guiuseppe helped us and he brought me a second entre because MY GOD the food was sooooo good. It was a little loud there but other than that it felt very fancy. We had breakfast at the brasas the last day. Moises was truly amazing and we were out of cash for the trip so I promised to give him a super review here so management knows he was absolutely fantastic and give him a bonus because he asked the chef to make me quesadillas and my mom a breakfast sandwich that she devoured later in our room cause the buffet was so good she was full already. Besides all this, we went to the night club twice. Music was great and the people too. We had coffee and desserts at the fuel shop every night and absolutely everyone was amazing. I really liked that adults had their space and family had theirs and although we met in the middle to see the night shows, i never ever felt that it was too much. Oh! Also, there was singers around the hotel at night. We saw a girl and a guy that had a cast the first night and the vibe was smooth and cool. All pop songs made acustic. So so good Another night there was two guys singing spanish songs and we as latinas found ourselves dancing a lot. My only thing would be that some people at the reception or the transportation desk tried really hard to sell us excursions even though we said we were only doing one thing one day and relaxing the rest. I get it they want to sell but please when someone says no right away just take the hint and don’t make me uncomfortable. I don’t have the energy to waste my vacation doing stuff, i want to enjoy the hotel and do nothing. But since we didn’t have a budget for more things they couldn’t convince me to do anything else. The check out was fast. So sad we had to leave. if i left anyone out please forgive me. I was writing everyone’s names so i could leave you in my review. If i forgot you it means the drinks were strong hahaha. Thank you for a magical vacation
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Oct 10, 2024
ANGEL and EDWAR
ANGEL and EDWAR (our butlers who I would rather refer to as our companions) can’t thank you enough for making our 50th Anniversary a trip to remember . These guys did their utmost to make this such a memorable trip by guiding us through everything from day one to seeing us off to our trip home. THANKYOU,THANKYOU,THANKYOU If you ever go to Planet Hollywood Cancun go Star Class and ask for ANGEL and EDWAR you couldn’t get any better care. This resort was first class all the way whether you’re couples ,groups or families. Great family/kids area ,great beach,quiet adult only area, great staff, great restaurants (loved the Overtime Bar) and on and on Highly recommended.⭐️⭐️⭐️⭐️⭐️
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Oct 02, 2024Planet Hollywood adult scene is more like a not so adult crime scene
Avoid this hotel at all costs! The food is abysmal. The bookable restaurants are always closed. Only open on Friday and Saturday. While some of the staff is friendly, there are quite a few here on the scene that could use some customer service training The hotels beach is literally riddled with human feces. At first, when we stepped it in the water, we thought it was perhaps roots, but some washed up on shore, And we stepped in it just to confirm with our water shoes, meltdown, and smelled it and rest assured it was poop . I'm sure the hotel is aware, but not saying anything The room smell really bad, especially the showers that rank with mildew.. These people have the nerve to try to upsell you on everything I don't know why hotel as it is literally flanked by the family hotel so kids are running around everywhere. This is not a true adult hotel- False advertisement If you're thinking of a getaway, don't do it here You will regret it. I'm sure a lot of the reviews here to pump it up a little bit our self manufactured. This site will not allow you to upload videos, so I'll post a couple of photos
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Sep 28, 2024
Great resort, excellent staff!
I stayed recently at the Planet Hollywood resort in Cancun, and had an excellent time. The staff couldn't be more accommodating, they're really top-notch. Yomelly and Isacc, the butlers who assisted me, were two of the most helpful, friendliest resort employees I've interacted with anywhere (and I highly recommend the Star Class upgrade). I also had a great time talking with Marlon, a waiter at the buffet restaurant. As soon as I finished a glass or plate, he was right there to refill or take away. I hope to be back soon!
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Sep 25, 2024Birthday 3 nights visit
This was my third time staying at this resort and will share the pros and cons. Pros: Great customer service. Everyone that works there shows how my they love their jobs. I stayed in a star class suite and Yomelly (my butler) went above and beyond to make my experience pleasant. It was my 40th birthday and he took the time to decorate my room himself and made sure I had all my requests taken care of. Marco, Alexis L, and Erik M at the adult pool bar were always attentive and remember what I wanted to drink each day. Made casual conversations and kept me entertained. I recommend to make sure and eat at Catch and Gusto. Also make sure to visit the spa and book an appointment. A new feature for star class lounge by the front desk, there’s various of bottles to make your own drink. This was a big perk on the availability of liquors besides beer and champagne or wine. The resort and the beach are very clean and maintained. Cons: For my third visit, my intentions were to stay at a star swim out suite. When I arrived, I was told it was overbooked. BIG DISAPPOINTMENT in management. I asked since I arrived first and others were still available, if I can keep my reservation and was told no. The service recovery they did was an upgrade; not what I wanted since I stayed in that room prior visit. I tried to reserve a specific room in advance and it never worked. I even emailed the reservation as recommended and no response. Because the pools close at 7pm, I specifically wanted to stay at a swim out room. Advice to make sure to pay in advance the extra fees and get confirmation of the room prior to arrival to avoid an unpleasant check in experience. Next, cabana reservations. I booked in advance on the app when I arrived I was told nothing only name. Apparently, you need to pay first and check in first before reservations are valid. Star class pool, if you go with non star class members, the workers are very strict. Others non star class cannot eat nor take out food. I found it a bit offensive to follow me to the adult side and tell me that a member of my party not allow to eat. It could had been handled differently by saying no to go meals.