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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
7358 reviews
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Apr 22, 2025Presentation was a waste of time!
The service was great and common amenities were good. The room felt dated. The worst part is the presentation they make you attend and try to upsell.We ended up spending 2 hours with them and not using any of the gifts ( they make them as nexus and not usable in stores).Monse the presentation supervisor was not helpful at all... don't waste your time with the presentations.
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Apr 22, 2025Room service and amenities
Overall experience is good. They need to improve on room service. We ordered tea and coffee and it took 2 hours. Room service and dinner booking is very pathetic. You can’t book on app but with tips ( bribes) you can get booking even at last moment. Poor management, do not meet 5 star standards.
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Apr 22, 2025An Underwhelming Experience
Let me preface this review with the fact that I NEVER write reviews and I travel quite frequently. However, my recent stay at this resort has prompted a review. The grounds of the resort are beautiful. Let me start with the positive- The pool is spacious and the addition of the Flow Rider, wave attraction is very cool, especially for kids. We stayed in a 2 bedroom director's suite that had plenty of space. The employees were also very friendly and polite. Not so positive- While the rooms were spacious, there was obvious wear and tear as described by other reviewers. The ceiling of our room had signs of water damage and the rooms smelled of dampness and mildew. I am by no means a foodie, but the food was terrible at best. The daily buffet, which is the place most people had access to, had bland options that rival a hospital cafeteria. Getting a reservation for a specialty restaurant was next to impossible. While the pool and beach were beautiful, the seating arrangement was horrendous. I am an early riser. However, having to secure a chair before 7am was even ridiculous by my standards. Finally, the family side of the resort lacked consistent entertainment and didn't even have a live DJ most of the time. Again, I don't write reviews so to be moved to write one means my stay was lackluster. We stayed last summer at the much smaller Planet Hollywood in Costa Rica and had a FANTASTIC time. A totally underwhelming stay. I will never stay here again.
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Apr 21, 2025First PH Cancun Trip & it was fantastic!
Had a great first visit to PH Cancun to celebrate our daughter’s senior year spring break. The reset was fantastic, full of things to do, and a ton of amenities to keep us busy. Our Butler’s, Andy and Dorian absolutely rocked it. They were the best. Such a great duo. Our trip wouldn’t have been the same without those two. We Thank them both for being such a big and integral part of our family trip. See you guys again down the road PH Cancun!
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Apr 21, 2025Overall a wonderful holiday, if they get more chairs it would have been a 5 star review.
Long review! Just returned from a 10 night stay, 2 adults one child (10 year old) non star class, we are from the UK, booked through TUI. I wanted to post a review specifically about food intolerance and preferences as I struggled to find many posts about it before we went. General: We stayed over Easter half term which also coincided with spring break, and the hotel was extremely busy. Our room was lovely and very clean. We were in building 26 floor 2, overlooking the splash park. It did have a strong damp smell, I requested a dehumidifier and was put on waiting list, I chased it up with guest services again on day 4 and it arrived almost immediately, it made a huge difference. The room was fairly quiet whilst still being close to everything. We thought the hotel was beautiful, everywhere was clean, the vast majority of staff were very friendly and extremely helpful. We loved all the Hollywood themed details. As UK person the constant tipping situation took a bit of getting used to but was fine, I took a mixture of pesos and USD and both seemed appreciated. We loved the pools and spent a LOT of time in the lazy river, we thought it was brilliant! We loved the swim up bars. Daughter loved the slides! We loved the cocktails, my daughter is now obsessed with non alcoholic pina coladas lol! We all got bitten to death by mosquitos, including husband who never usually gets bitten, even though we were wearing repellent. I think we were unlucky as have read others had no problem. We didn't see much of the entertainment in the evenings but thought the Michael Jackson show was brilliant. We loved the live music around the pools also. Daughter didn't try the kids club. We took cards to play games together in the resteraunts to keep daughter entertained whilst waiting for food, we saw a lot of kids on tablets and adults on phones (no judgement, just posting this as a tip/idea as the card games worked well for us and meant we got to chat and laugh together). Chair/lounger situation is ridiculous, as everyone says, there are not enough chairs, there is tons of space around the family pool in which they could put loads more chairs, and this is then compounded by the fact people reserve chairs with their stuff and then don't even use them, very frustrating. Even going down at 6.30 there were usually no chairs around the family pool, we only got chairs there one day. However there were usually chairs at the splash park, even some days at 7.30 there were still spaces there, however one day even at the splash park they were all gone by 6.30 🫣 there also aren't enough umbrellas. We saw a lot of people having to just lie on the floor/grass which seems ridiculous at a 5 star hotel. We've never had this issue at any European hotels, usually you have to get up before 8am to get the "best" seats but I've never known a hotel that literally doesnt have enough places to sit. This is why I haven't given 5 stars for my review. Because I'd read about this issue, I pre paid for a cabana for 2 days before we came. We didn't think the cabana was worth the money, but would probably have been worth it if we'd had a coupon or discount. It was nice to not have to get up early to fight for chairs though lol! Food: My daugher is vegetarian, my husband is vegan, and I am both vegetarian and gluten free, so we know we are a tricky bunch to feed! We picked this hotel as TUI specifically mentioned they had options for all dietary requirements. We are used to all inclusive buffets in Europe (where there is often very limited veggie options and gluten free is hit and miss). Compared to that, we thought this hotel did cater very well to all diets and although the buffet got a bit same-y it was the best range of food we have ever found on an AI, and generally very tasty. Gluten free: There is a separate gluten free section at the buffet with packaged bread rolls, bagels, sweet corn bread, and fresh mini muffins and cookies. The bread is quite hard but is nice when toasted. All food is labeled for allergies, but I wasn't confident that it was always correct so tried to use my common sense or checked with the chefs about specific dishes like soup. They do ask at every place if you have any allergies and you can ask for the chef to take you round the buffet. I HATE drawing attention to myself and usually try to just figure it out for myself rather than ask but towards the end if the holiday I asked the chef if he could make me pasta and he did, I saw another family ask about options and it sounded like they would make things like burgers, chicken, etc in the back on a separate grill if you asked. There are obviously loads of corn based items which were great, the tacos are incredible and I loved the nachos and guacamole! There were loads of veg, salad, fruit, rice, beans, potatoes.... The hot chocolate was soooooo good. Lots of the ice creams are gluten free also (not the oreo/biscuits ones, obvs). The only other desert I found that was gf was the flan/ caramel custard. If you are gf and eat meat or fish you would have a million options!! In terms of the resteraunts, I had a gluten free pizza in the Italian, it took them over 90 minutes to make it (by which time everyone else had finished their main and desert) and it wasn't that nice, although I appreciated the option. They also would only do it plain cheese and tomato, you couldn't have any other toppings. The Mexican had a few gf veggie options but was our least favourite. The Indian was lovely and had lots of choice. We also ate at East (sushi), there was very little there I could eat (I guess because of the soy sauce) so I had two plates of veggie sushi with no soy sauce. We didn't eat anywhere else as was mainly meat or fish based. There were no veggie burgers at the burger place so we never tried there, but I believe they did have gf buns. Veggie and vegan: At the buffet there were always multiple options, several different bean dishes, loads of veg and salads, and they would make you fresh pasta. My husband ate a LOT of veg tacos!! My daughter loved the pasta and the sushi. They would bring you almond milk for tea/coffee/cereal and would make an almond latte etc at the coffee shop We didn't see any vegan cheese or yoghurts, but to be fair I also didn't ask so maybe they have some in the back. We didn't see any veggie burgers or sausages, which was a shame. The Italian was great for veggies (my daughter had the cheese sticks and the gnocci, and had lots of pizzas by the pool too), but was no good for vegans, there was no dairy free cheese (husband ended up with veggie pizza with no cheese). East (sushi) was good for veggies and vegans, there was sushi, spring rolls, ramen, rice dishes, tempura etc. Indian was brilliant with lots of options, Mexican had options but was our least favourite. I looked at the menus for the other places eg hibachi and the grill, but they didn't have veggie options. Cabanas also offer food at lunch time as part of the package. The first time we rented a cabana they happily brought us nachos, salad, veg and bean tacos and loads of guacamole. It was great. The second time it was a different guy who found the request for vegetarian options very confusing and seemingly annoying, he kept saying no, and that we could only have hot dogs or burgers, even when I said we had veggie options last time. In the end he brought us some nachos but flat out refused to bring tacos 🤷♀️ we ended up going to the buffet 🤷♀️ All in all, we loved this place, and would go back in a heartbeat, I hope they can get some more lounge chairs, and maybe offer a veggie burger and some diary free cheese lol, then it would be perfect! Happy to answer any questions